Client Service Monitor

Hope The Mission•North Hollywood, CA

3d•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 in which participants are treated with dignity and fairness. It calls for consistent attendance, sound judgment, and care for people experiencing homelessness, including people who may have experienced instability, crisis, or trauma. The CSM uses calm, compassionate, trauma-informed interactions to provide a dependable sense of safety and routine as participants work toward stable housing. The CSM reports to the Program Manager or Assistant Program Manager and works with site staff to support program operations, contract requirements, and Hope the Mission’s values. Duties include facility sanitation, participant safety and monitoring, participant assistance, documentation, shift coordination, and, where applicable, transportation. The scheduled hours are Monday, Wednesday, Saturday, and Sunday, 11:00 p.m. to 7:30 a.m.

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 and communication skills.
Basic computer and email proficiency.
Ability to lead with integrity and uphold the organization’s mission, values, and service philosophy.
Ability to cultivate and maintain collaborative relationships with community-based organizations and external service providers.
Strong interpersonal skills, professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
Successful completion of background checks required for the worksite.
Ability to pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
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 of the role, including walking, climbing stairs, standing, bending, squatting, kneeling, twisting, reaching, handling equipment, moving quickly, 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 routine cleaning and maintain facility cleanliness, safety, and operational readiness.
Clean and disinfect restrooms and shower areas after each use, maintain sanitary restroom and sink conditions, and deep-clean restrooms and common areas.
Monitor hygiene and community areas, replenish supplies, wash and prepare towels, and monitor laundry rooms, restrooms, and common areas for cleanliness and appropriate use.
Maintain accurate shower and restroom usage logs.
Conduct required wellness checks each shift and monitor participant movement, common areas, and site activity.
Conduct site walk-throughs and safety checks, support contraband control, and follow safety procedures and agency policy.
Respond to incidents and emergencies using trauma-informed de-escalation and follow incident-reporting protocols.
Support emergency responses, including medical emergencies, overdoses, and evacuations, until leadership or first responders arrive.
Assist participants respectfully by answering questions, responding to requests, and connecting them to appropriate 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 operational duties as assigned.
Complete Daily Activity Reports accurately, objectively, and on time; enter intake, exit, and case notes in HMIS where applicable.
Document participant movements, wellness concerns, and incidents as required, and 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.
When assigned to transportation duties, transport participants on established routes or as directed by a supervisor.
For transportation duties, keep the vehicle clean, ensure sufficient fuel, complete daily vehicle checks, report vehicle issues, and accurately log mileage.
Perform other duties as assigned.