Client Service Monitor - PT

Hope The Mission•Lancaster, CA

18h•$0 - $22•Onsite

About The Position

The Client Services Monitor (CSM) works on-site to help keep participants safe, support daily operations, uphold 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. The CSM is expected to show up consistently, use sound judgment, and serve people experiencing homelessness with calm, care, and compassion. The position reports to the Program Manager or Assistant Program Manager and works alongside site staff to support program operations, contract requirements, and Hope the Mission’s values. The position is two days a week, with varying days, for 16 hours per week. Duties include facility cleaning and sanitation; participant safety monitoring and wellness checks; participant assistance and engagement; documentation and reporting; shift communication and coverage; and, at designated sites, participant transportation and vehicle upkeep. The employee may work with individuals and families in crisis and must be prepared to respond effectively to crisis or potentially hostile situations.

Requirements

High school diploma or GED.
Ability to work two days a week on varying days, totaling 16 hours per week, and 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 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 judgment in complex or emotionally challenging environments.
Successful completion of required background screening 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, and HIPAA standards.
Ability to meet the stated physical demands, including lifting up to 25 pounds and driving 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 hygiene and community areas and replenish supplies as needed.
Wash, dry, and prepare towels used 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.
Monitor participant movement, common areas, and site activity to promote 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 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 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 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 of 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 designated sites, transport participants on established routes and as directed by a supervisor.
Maintain vehicle cleanliness, ensure sufficient fuel, complete daily vehicle maintenance checks, report vehicle issues, and accurately log mileage.
Perform other duties as assigned.