Client Service Monitor - PT

Hope The Mission•Los Angeles, CA

1d•$0 - $22•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. The CSM is expected to show consistency, sound judgment, and compassion when serving people experiencing homelessness, including people affected by instability, crisis, and trauma. The position 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. The CSM supports facility cleanliness and sanitation, participant safety and monitoring, participant services and engagement, documentation, shift operations, and, at sites where applicable, transportation. Duties include cleaning and disinfecting restrooms and shower areas, maintaining supplies and usage logs, conducting wellness checks and site walk-throughs, responding to incidents and emergencies, assisting participants, completing records and reports, communicating between shifts, and performing vehicle-related checks and documentation when transportation is part of the assignment. The listed schedule is Monday 7:30 a.m.–4:00 p.m., Friday 3:30 p.m.–12:00 a.m., Saturday 3:30 p.m.–12:00 a.m., and Sunday 7:30 a.m.–4:00 p.m. The position is part-time. The work may involve contact with people and families in crisis, including individuals who may be ill or using alcohol or drugs. The employee may encounter unpleasant sensory conditions and must be prepared to respond quickly to crisis or potentially hostile situations. The work environment is usually moderately noisy in an office setting and may be stressful during pressure or crisis intervention.

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 the chain of command.
Strong teamwork, communication, and interpersonal skills.
Basic computer and email proficiency.
Ability to uphold the organization's mission, values, and service philosophy with integrity.
Ability to maintain collaborative relationships with community-based organizations and external service providers.
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 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 described 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 and facilitate routine cleaning of facility areas to maintain cleanliness, safety, and readiness.
Clean and disinfect restrooms and showers 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 for cleanliness and appropriate use; maintain shower and restroom usage logs.
Conduct required wellness checks, monitor participant movement and site activity, and perform site walk-throughs and safety checks.
Support contraband control and safety procedures according to agency policy.
Respond to incidents and emergencies using trauma-informed de-escalation and follow reporting protocols; support 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 promptly; enter intake, exit, and case notes in HMIS where applicable.
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.
When assigned to transportation, transport participants on established routes or as directed by a supervisor; keep the vehicle clean and fueled, complete daily vehicle checks, report issues, and log mileage accurately.
Perform other duties as assigned.