Client Service Monitor

Hope The Mission•Los Angeles, CA

5d•$0 - $22•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 consistency, sound judgment, and compassion when serving people experiencing homelessness, including participants who may have experienced instability, crisis, and trauma. The CSM works alongside site staff to support program operations, contract requirements, and Hope the Mission’s values. The position includes facility cleaning and sanitation, participant monitoring and safety checks, direct participant assistance, documentation, shift handoffs, and other operational duties. Depending on the site and assignment, the CSM may also transport participants and maintain the vehicle. The listed schedule is full-time, morning shift, 7:00 AM–3:30 PM, with one of two specified weekly schedules.

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 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 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 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.

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 hygiene and community areas, replenish supplies, and wash, dry, and prepare towels.
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 complete 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 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 and support meal service, supply distribution, and general operational duties.
Complete Daily Activity Reports accurately, objectively, and on time; conduct 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 to site leadership.
Support shift pass-downs and communicate relevant updates between shifts.
Provide overnight, evening, weekend, or holiday coverage as scheduled.
When assigned, 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.