Client Service Monitor - Interim

Hope The Mission•Northridge, CA

4d•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 a compassionate approach to serving people experiencing homelessness, including participants affected by instability, crisis, and trauma. The CSM reports to the Program Manager or Assistant Program Manager and works with site staff to operate the program, meet contract requirements, and reflect Hope the Mission’s values. Duties include facility sanitation and maintenance, participant safety monitoring and assistance, documentation, shift operations, and, at applicable sites, participant transportation. The position is full-time and interim, with hours of 8:00 a.m. to 4:30 p.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 the chain of command.
Strong teamwork, communication, and interpersonal skills.
Basic computer and email proficiency.
Ability to act 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.
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 walk, climb stairs, stand, bend, squat, kneel, twist, grasp, push, pull, reach, and perform repeated wrist, hand, and finger motions.
Ability to move quickly and easily, perform visual activities, communicate and exchange information orally and in writing, and complete required forms in personal writing.
Ability to lift up to 25 pounds and drive vehicles in and around Los Angeles County.

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 of facility areas and deep-clean restrooms and common areas.
Clean and disinfect restrooms and shower areas after each use, and maintain sanitary restroom and sink conditions.
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, monitor participant movement and site activity, and perform 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 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 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 as assigned.
Complete Daily Activity Reports accurately, objectively, and promptly.
Conduct intake, exit, and case notes in HMIS where applicable, and assist with documentation of participant movements, wellness concerns, and incidents.
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.
For site-specific transportation duties, transport participants on established routes or as directed by a supervisor; maintain vehicle cleanliness and sufficient fuel; complete daily vehicle checks; report vehicle issues; and accurately log mileage.
Perform other duties as assigned.