Client Service Monitor - PT

Hope The Mission•Los Angeles, CA

21h•$0 - $22•Onsite

About The Position

The Client Services Monitor (CSM) works on-site to keep participants safe, support daily operations and community standards, and help Hope the Mission’s Interim Housing programs run smoothly. The role helps create a safe, structured, and respectful environment where participants experiencing homelessness are treated with dignity and fairness. The CSM is expected to show up consistently, use sound judgment, and serve participants with calm, care, and compassion. The position 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. Responsibilities include maintaining facility cleanliness and sanitation; monitoring participant safety and site activity; responding to incidents and emergencies; providing respectful participant assistance; completing required documentation; communicating between shifts; and, where applicable, transporting participants and maintaining site vehicles. The stated shift is 4:00 p.m. to 12:30 a.m.

Requirements

High school diploma or GED.
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 the 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 when working in complex or emotionally challenging environments.
Ability to work flexible schedules, including nights, weekends, and holidays.
Successful completion of required background checks and pre-employment and ongoing drug and alcohol screenings.
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, and HIPAA standards.

Nice To Haves

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

Responsibilities

Facilitate routine cleaning of facility areas and deep-clean restrooms and common areas; clean and disinfect restrooms and shower areas after each use.
Maintain sanitary restroom, sink, hygiene, and community areas; keep supplies stocked and prepare towels for restroom and shower services.
Monitor laundry rooms, restrooms, and common areas, and maintain accurate 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 safety procedures in accordance with agency policy.
Respond to incidents and emergencies using trauma-informed de-escalation techniques and follow incident reporting protocols.
Support responses to 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 operational duties.
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.
Support shift pass-downs and communicate relevant updates between shifts.
Provide overnight, evening, weekend, or holiday coverage as scheduled.
When required for the site, transport participants along established routes or as directed by a supervisor; keep the vehicle clean and fueled, conduct daily maintenance checks, report issues, and accurately log mileage.
Perform other duties as assigned.