Client Service Monitor

Hope The Mission • Northridge, 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 where participants are treated with dignity and fairness. It calls for consistent attendance, sound judgment, and compassion toward 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 support program operations, contract requirements, and Hope the Mission’s values.

Duties include maintaining and sanitizing facility areas; monitoring participant safety and site activity; responding to incidents and emergencies; assisting and engaging participants; distributing supplies and supporting meals; completing reports and HMIS documentation where applicable; communicating across shift handoffs; and, at applicable sites, transporting participants and maintaining vehicle logs and condition. The position may provide overnight, evening, weekend, or holiday coverage as scheduled. The stated schedule is Monday, Wednesday, Thursday, Friday, and Sunday on the overnight shift.

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, professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
• Successful completion of required background checks.
• Passing 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, safety and confidentiality requirements, conduct standards, and HIPAA standards.
• Ability to perform the stated physical tasks, including walking, climbing stairs, standing, bending, squatting, kneeling, twisting, reaching, handling objects and 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

• Facilitate routine cleaning and maintain cleanliness, safety, and operational readiness throughout the facility.
• Clean and disinfect restrooms and showers after each use, maintain sanitary conditions, and deep-clean restrooms and common areas.
• Monitor hygiene and community areas, replenish supplies, wash and prepare towels, and monitor appropriate use of laundry rooms and shared spaces.
• 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.
• Conduct intake, exit, and case notes in HMIS where applicable and document participant movements, wellness concerns, or incidents as required.
• Report safety concerns, maintenance issues, guideline violations, and unusual occurrences promptly to site leadership.
• Support shift pass-downs and communicate relevant updates between shifts.
• Provide overnight, evening, weekend, or holiday coverage as scheduled.
• At applicable sites, transport participants along established routes 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.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED