Client Service Monitor

Hope The Mission•Encino, CA

4d•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 in which participants are treated with dignity and fairness. It requires consistent attendance, sound judgment, and a compassionate approach to serving people experiencing homelessness, including people who have experienced instability, crisis, and trauma. The CSM reports to the Program Manager or Assistant Program Manager and works with site staff to support program operations, meet contract requirements, and reflect Hope the Mission’s values. Duties include facility cleaning and sanitation, participant safety monitoring, direct participant assistance, documentation, shift communications, and—at sites where applicable—transportation. The position may require 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 techniques.
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 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.
Strong interpersonal skills and the ability to maintain professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
Successful completion of required background checks and pre-employment and ongoing drug and alcohol screenings.
For roles requiring driving, an acceptable driving record as determined by the Motor Vehicle Record check.
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 hand and wrist motions.
Ability to lift up to 25 pounds and move quickly and easily from place to place.
Ability to perform visual activities for administrative and clerical tasks and communicate and exchange information verbally and in writing.
For applicable duties, ability to 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 maintain 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 and restock hygiene and community areas, wash and prepare towels, monitor laundry rooms and common areas, and maintain shower and restroom usage logs.
Conduct required participant 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, follow incident reporting protocols, and support emergency responses 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 and promptly; 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.
At sites where transportation is required, transport participants on established routes or as directed by a supervisor; keep the vehicle clean and fueled, complete daily maintenance checks, report issues, and accurately log mileage.
Perform other duties as assigned.