Client Service Monitor

Hope The Mission•Los Angeles, CA

10d•$0 - $22•Onsite

About The Position

The Client Services Monitor works directly 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 are treated with dignity and fairness. It calls for consistency, sound judgment, and a compassionate approach to serving people experiencing homelessness, including individuals affected by instability, crisis, and trauma. The monitor works alongside site staff to ensure the program operates effectively, meets contract requirements, and reflects Hope the Mission’s values. The position reports to the Program Manager or Assistant Program Manager. The role includes maintaining clean and sanitary facilities; conducting participant wellness checks, site walk-throughs, and safety monitoring; supporting participant services and engagement; completing activity and program documentation; and communicating updates between shifts. Depending on the site and supervisor direction, the monitor may transport participants and perform related vehicle checks and recordkeeping. Scheduled coverage may include overnight, evening, weekend, or holiday shifts. Listed schedules include Graveyard, 11:00 PM–7:30 AM, and Swing, 3:00 PM–11:30 PM. The work may involve contact with individuals and families in crisis, including people who may be ill, using alcohol or drugs, or not attentive to personal hygiene, health, and safety practices. Employees must be prepared to respond quickly to crisis or potentially hostile situations. The environment is usually moderately noisy in an office setting and can be stressful under pressure. Employees may work near service and emotional support animals. Physical duties include walking, climbing stairs, standing, bending, squatting, kneeling, twisting, reaching, handling objects and equipment, moving quickly, lifting up to 25 pounds, and driving vehicles in and around Los Angeles County. Use of desktop or laptop computers and office machines is also required. Reasonable accommodations may be made for individuals with disabilities.

Requirements

High school diploma or GED.
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 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.
Ability to work flexible schedules, including nights, weekends, and holidays.
Successful completion of background checks required for the worksite.
Passing pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
For roles requiring driving, an acceptable driving record as determined by an MVR 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 meet the described physical demands, including lifting up to 25 pounds and driving vehicles in and around Los Angeles County, with reasonable accommodations where applicable.

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 to 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 hygiene and community areas, keep resources stocked, and replenish supplies as needed.
Wash, dry, and prepare towels for restroom and shower services.
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 for safety and program compliance.
Conduct routine site walk-throughs and safety checks during assigned shifts.
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 appropriate staff or resources.
Assist with participant intake and orientation and explain site guidelines as directed by management.
Distribute hygiene supplies, including soap, shampoo, and towels, as needed.
Support meal service, supply distribution, and other general operational duties as assigned.
Complete Daily Activity Reports accurately, objectively, and on time.
Conduct intake, exit, and case notes in HMIS where applicable.
Assist with documentation about participant movements, wellness concerns, or 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.
Transport participants along established routes and as directed by a supervisor, when applicable to the site.
Keep the vehicle clean inside and out, ensure it has sufficient fuel, complete daily maintenance checks, report issues to supervisors, and accurately log mileage.
Perform other duties as assigned.