Client Service Monitor

Hope The Mission•Los Angeles, CA

5d•$0 - $22•Onsite

About The Position

The Client Services Monitor (CSM) works on-site to help keep participants safe, support daily operations and community standards, and ensure Hope the Mission’s Interim Housing programs run smoothly. The role helps create a safe, structured, and respectful environment where participants are treated with dignity and fairness. It calls for consistent attendance, sound judgment, and compassionate service to people experiencing homelessness, including people affected by instability, crisis, and trauma. The CSM reports to the Program Manager or Assistant Program Manager and works alongside site staff to support program operations, contract requirements, and Hope the Mission’s values. Duties include maintaining clean and sanitary facilities; conducting participant wellness checks, site walk-throughs, and safety monitoring; responding to incidents and emergencies; assisting and communicating respectfully with participants; completing required records and reports; and supporting shift transitions. Site-specific duties may include transporting participants and maintaining and documenting vehicle readiness. The scheduled shift is Sunday through Wednesday, 12:00 a.m. to 8:30 a.m. The role may also provide overnight, evening, weekend, or holiday coverage as scheduled.

Requirements

High school diploma or GED.
Ability to work flexible schedules, including nights, weekends, and holidays.
Strong observation and situational-awareness skills.
Trauma-informed communication and de-escalation skills.
Ability to maintain professional boundaries with participants.
Clear, objective, and professional written documentation skills.
Ability to follow policies, procedures, and chain of command.
Strong teamwork, communication, and interpersonal skills.
Basic computer and email proficiency.
Ability to uphold the organization’s mission, values, and service philosophy with integrity.
Ability to cultivate and maintain collaborative relationships with community-based organizations and external service providers.
Professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
Successful completion of required background screening and pre-employment and ongoing drug and alcohol testing.
For roles requiring driving, an acceptable motor vehicle record.
Proof of legal authorization to work in the United States.
Compliance with company policies, including safety, confidentiality, conduct standards, and HIPAA standards.
Ability to meet the physical demands described, including walking, climbing stairs, standing, bending, squatting, kneeling, twisting, reaching, handling and moving objects, and lifting up to 25 pounds.
Ability to drive vehicles in and around Los Angeles County when required.

Nice To Haves

Previous experience in homeless services, shelter operations, or social services.
Knowledge of trauma-informed care and harm-reduction principles.

Responsibilities

Assist with and facilitate routine cleaning of facility areas, including disinfecting restrooms and showers after each use and completing deep cleaning of restrooms and common areas.
Monitor hygiene and community areas, keep resources stocked, wash and prepare towels, monitor laundry rooms and restrooms, and maintain shower and restroom usage logs.
Conduct required wellness checks, monitor participant movement and site activity, and perform routine site walk-throughs and safety checks.
Support contraband control and other safety procedures in accordance with agency policy.
Respond to incidents and emergencies using trauma-informed de-escalation techniques, follow incident-reporting protocols, and support medical emergencies, overdoses, and evacuations until leadership or first responders arrive.
Assist participants respectfully by answering questions, responding to requests, and connecting them with staff or resources.
Assist with participant intake and orientation and explain site guidelines as directed by management.
Distribute hygiene supplies and support meal service, supply distribution, and other general operations.
Complete Daily Activity Reports accurately, objectively, and on time; enter intake, exit, and case notes in HMIS where applicable; and document participant movements, wellness concerns, and incidents as required.
Promptly report safety concerns, maintenance issues, guideline violations, and unusual occurrences to site leadership.
Support shift pass-downs and communicate relevant updates between shifts.
Provide overnight, evening, weekend, or holiday coverage as scheduled and perform other duties as assigned.
When applicable, transport participants on established routes or as directed by a supervisor; keep the vehicle clean and fueled; complete daily vehicle checks; report vehicle issues; and accurately log mileage.