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Pine Street Inn Clinical Supervisor, Triage Dept. in Boston, Massachusetts

Clinical Supervisor, Triage Dept.

Department: OPHP - Front Door Triage

Office: 444 Harrison Avenue

Location: Boston, MA

Position Type: Direct Care

Hours/Shift: Morning - First Shift

Employee Type:: Regular Full-time


SCHEDULE: 40 hours, Monday - Thursday, four (4) day work week, 9:00 a.m. - 7:00 p.m., may include nights, early mornings, and weekends as needed


The Clinical Supervisor will work within Pine Street Inn-s (PSI) Triage Program to provide supervision to 7 staff and co-supervise the daily operation of a 14 person team, who assess new guests at the Front Door of the Shelter System; they will immediately begin working with guests to identify their needs a housing pathway. The TSWS will provide crisis Intervention and offer therapeutic support for guests during the assessment process and during their time in the Triage Program. The TSWS will play a vital role in working with individuals whose mental illness, substance use, or trauma history present additional barriers to their housing. The TSWS will oversee clinical staff as they conduct bio-psych-social assessments and Triage specialists who conduct housing assessments to provide immediate referral services. Each guest will have varying support needs. The TSWS will work with clinicians to develop a Safe Placement and Stability plan with a goal for diverting individuals to appropriate community placements and resources. These services could include, but are not limited to, safety planning, connection to medication resources, assisting a guest in accessing detox or recovery services and other stabilization services as needed. The TSWS will coach clinicians as they establish a Safe Placement and stability plan for guests transitioning, it is the expectation that all Triage staff participate in warm hand offs to internal and external providers for continued work toward permanent housing.

The TSWS will also take a proactive, leadership role in diverting from shelter whenever appropriate and will work with community providers of health and behavioral health services to coordinate care plans which do not rely on emergency shelter when other more appropriate medical and behavioral health services should be explored and utilized. The TSWS will work with local hospitals and care facilities to educate on the appropriate use of our shelters and will provide advocacy for clients. The TSWS will work to coordinate appropriate discharge plans for guests who are reentering the community from incarceration with a clear focus on upstream services which avoid unnecessary reliance on emergency shelter. The TSWS will work within a best practice framework of Harm Reduction, Motivational Interviewing and Trauma-Informed Care and, whenever possible, will provide support toward family reunification and mitigating barriers to securing alternative options for safe housing.

The Shelter Clinician will work closely with the Triage Supervisors, MATCH team, Shelter Director(s) and other providers such as BHCHP nursing staff, DMH HOT team, BEST team, etc. The TSWS will responsible for providing staff education and supervision to 5 FTE-s and may supervise interns. The TSWS will work closely with the Triage Associate Director and leadership. The TSWS will assume a leadership role in the absence of the Associate Director.

Working in conjunction with Pine Street Inn-s Program Evaluation department, the TSWS will be responsible for producing data and up-date guest ETO files on a regular basis and enter Efforts to Outcomes. The Triage Clinician will also assist the Director in preparing monthly, quarterly and annual progress reports. The Triage Clinician is responsible for documenting their work with clients in both written and electronic formats.


  • Master-s Degree in Social Work or related field & LICSW or LMHC

  • A valid Massachusetts Driver-s License in good standing Minimum of three (3) years of supervisory experience overseeing the work of licensed and/or credentialed mental health professionals.

  • Experienced in conducting clinical assessments and referral, individual and group treatment to adults with mental illness and addictive disorders

  • Extensive knowledge, understanding and application of Motivational Interviewing, Trauma-Informed Care and Stage of Care work

  • Experience with building teams, creating and implementing treatment plan processes

  • Knowledge of and strong commitment to harm reduction philosophy, principles and practices

  • Training and successful application of Crisis Intervention and stabilization

  • Awareness of and commitment to self-care strategies, practices and support

  • Ability to consult about psychiatric issues with professional and non-professional staff Strong computer skills including familiarity with management information systems or database programs

  • Significant knowledge of and experience treating individuals with trauma, addictions, co-occurring disorders, mental illness and homelessness

  • Experience working as a team that encourages individual strengths/problem solving while fulfilling department goals.

  • Ability to respond quickly to crisis

  • Ability to access public transportation

  • Ability to access different building locations and program sites

  • Ability to sit for long periods of time and use computer, calculator, fax, copier and other office equipment

  • Strong professional, organization and interpersonal communication skills, including the ability to engage very vulnerable and disenfranchised individuals and the people who care for them

  • Positive and supportive attitude, including the ability to see, elicit, acknowledge and appreciate the strengths, intentions, skills, wisdom, values, commitments and resilience of direct-care staff

  • Empathy, creativity and compassion in holding the complexities of the many and competing needs, demands and expectations that direct-care staff face in their work

  • Excellent self-care and personal modeling of active self-care practice

  • Ability to model teamwork, dialogue, empowerment, healthy boundaries, time management and other supportive skills

  • Ability to work collaboratively as a member of cross-functional teams

  • Ability to function under pressure in a fast paced human service environment

  • Ability to prioritize and manage different roles and tasks, with attention to deadlines

  • Must have highly developed professional ethics to maintain appropriate boundaries and sets limits fairly and consistently

  • Ability to work independently and as a part of a team


  • Experience working in a hospital or trauma center

  • Experience in Triage and or diversion

  • Experience working with chronically homeless, medically vulnerable individuals, with tri-morbidities (mental illness, substance abuse, medically compromised)

  • Knowledge and professional alignment with Housing First philosophy

  • Expertise in Trauma-Informed Care, including the impact on direct-care staff (i.e. secondary traumatic stress, vicarious traumatization)

  • Bilingual in Spanish and English

  • Familiarity with the Massachusetts public and private mental health systems


  • Perform bio-psych-social assessments of guests to ensure safety and proper level of care.

  • Provide crisis intervention and brief stabilization.

  • Arrange appropriate external referrals and placements.

  • Follow up on interventions as needed, advocating for appropriate and timely mental health services.

  • Establish community resources for Triage staff to utilize to move guests in to housing.

  • Refer guests to appropriate government programs and facilities.

  • Work with community-based resources including hospitals and care facilities to coordinate services and ensure appropriate discharges.

  • Attend appropriate internal and external meetings.

  • Document and report inappropriate referrals and other incidents.

  • Provide periodic in-service training to staff throughout the Triage department. Provide educational presentations to external agencies.

  • Meet for weekly supervision with designated Director.

  • Serve on committees and participate in special projects.

  • Maintain appropriate and timely records.

  • Serve as a source of support and consultation to peers and Triage staff.

  • Attend all mandatory trainings and other trainings that will enhance skills related to this position.

  • Performs other related duties as requested/directed by supervisor

  • Monitor, track and manage program funds to ensure compliance with contracts.

  • Collaborate with program management across PSI departments/teams.


  • Implement and evaluate annual performance of all assigned staff including specific objectives connected to the agency-s overall strategic and annual plans, achievement of guest service plans and data management

  • Lead staff in consistently delivering services that emphasize dignity, respect and fairness in all interactions.

  • Provide consistent supervision of direct reports, delegating appropriate work as needed.

  • Working with PSI HR, participate in hiring employees through appropriate Inn policies and procedures. Ensure that all HR policies and procedures - including required orientation, training, payroll, benefits etc. are appropriately communicated, followed, documented an evaluated for all direct reports.

  • Supervise Clinicians to ensure their success, provide honest timely feedback, support their professional development, and ensure team maintains acceptable credentials

  • Implement and evaluate annual performance of all assigned triage staff including specific objectives connected to the agency-s overall strategic and annual plans, achievement of guest service plans and data management.

  • Process payroll and scheduling, maintaining records for both.

  • Provide consistent weekly supervision of direct reports across a variety of locations, delegating appropriate work as needed, and providing constructive feedback and/or escalating the corrective action process as needed.

  • Lead staff in consistently delivering services that emphasize dignity, respect and fairness in all interactions.

  • Participate in shelter and emergency services meetings of supervisors and staff to ensure that information is shared, progress against goals is articulated, and ongoing activities and efforts are consistent and coordinated. Provide frequent opportunities for staff to share their ideas and input.

  • Safety and Security:

  • Working with the Shelter Directors and Pine Street Inn-s Director of Security, ensure comprehensive and consistent implementation by self and staff of safety and security training, policies, procedures and monitoring as determined by Pine Street Inn to enhance the safety of staff and guests and the neighborhood, with particular attention to searches, implementation of Crisis Prevention and Intervention training and safety plans, protocols and procedures.

  • Working with Pine Street Inn-s Operations Department and the Inn-s Health and Safety Committee, ensure that self and staff implements required safety/ hazard policies and procedures.

  • Respond to and/or manage any client or staff incidents, communicating with staff and program leadership (and external agencies and/or regulators as required) to ensure timely, complete, accurate investigation and problem resolution.

  • Make recommendations for policy and procedure changes to further staff and guest safety.

  • Perform other additional assignments or projects as requested/directed by supervisor.


    Client Focus : Provides service excellence to guests, co-workers and external partners. Responds to immediate needs. Responds to needs in a timely, professional, helpful, and courteous manner. Clearly shows others that their perspectives are valued. Strives to consistently meet organizational standards.

    Communication: Listens to others and fosters open communication. Adapts and tailors communication style as needed to different individuals and audiences. Communicates effectively with all organizational levels. Understands others' needs, motivations, emotions or concerns and communicates effectively and accordingly.

    Judgment: Identifies problems based on a range of factors, many or only some of which may be clear. Makes decisions to achieve the best result relying on own independent assessments or by seeking guidance or support from others.

    Motivating others: Motivates team members to work hard and achieve department/program goals. Helps others see the benefits to guests/tenants/trainees of doing their job well. Acknowledges achievements and contributions. Maintains and communicates a positive, yet realistic outlook, in spite of department/program challenges in order to sustain morale.