Client Service Monitor

Hope The Mission•Los Angeles, CA

5h•Onsite

About The Position

The Client Services Monitor (CSM) works directly on-site and is responsible for keeping participants safe, supporting daily operations, community standards and helping Hope the Mission's Interim Housing programs run smoothly. The CSM plays an important role in creating an environment that is safe, structured, and respectful — one where every participant is treated with dignity and fairness. This position requires someone who shows up consistently, uses good judgment, and genuinely cares about serving people experiencing homelessness. Many participants in our programs have been through long periods of instability, crisis, and trauma. When a CSM shows up with calm, care, and compassion, it creates a sense of safety and routine that participants can count on as they work toward stable housing. The CSM reports to the Program Manager or Assistant Program Manager and works alongside site staff to make sure the program runs well, meets contract requirements, and reflects Hope the Mission's values in every interaction.

Requirements

High school diploma or GED required
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 organizational mission, values, and service philosophy.
Ability to cultivate and maintain collaborative relationships with community-based organizations and external service providers. Strong Interpersonal Skills.
Maintains professionalism, empathy, and sound decision-making when working in complex or emotionally challenging environments.
Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.
Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.
Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.
Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.

Nice To Haves

Previous experience in homeless services, shelter operations or social service preferred
Knowledge of trauma-informed care and harm reduction principles preferred
Ability to work flexible schedules including nights, weekends, and holidays

Responsibilities

Assists with and facilitates routine cleaning of all facility areas to maintain cleanliness, safety, and operational readiness
Cleans and disinfects restrooms and shower areas after each use, without exception. Maintains sanitary and safe restroom and sink conditions at all times. Completes deep cleaning of restrooms and common areas.
Monitors and maintains hygiene areas and community areas; ensures resources are fully stocked, replenishing as needed.
Washes, dries, and prepares towels used for restroom and shower services
Monitors laundry rooms, restrooms, and common areas to ensure cleanliness and appropriate use
Maintains accurate shower and restroom usage logs
Conducts required wellness checks each shift to ensure participant safety and well-being
Monitors participant movement, common areas, and site activity to promote safety and program compliance
Conducts routine site walk-throughs and safety checks during assigned shifts
Supports contraband control and safety procedures in accordance with agency policy
Responds to incidents and emergencies using trauma-informed de-escalation techniques and follows all incident reporting protocols
Supports emergency responses — including medical emergencies, overdoses, and evacuations — until leadership or first responders arrive
Provides direct, respectful assistance to participants, including answering questions, responding to requests, and connecting participants to appropriate staff or resources
Assists with participant intake, orientation, and explanation of site guidelines as directed by management
Distributes hygiene supplies including soap, shampoo, towels, and related items to participants as needed
Supports meal service, supply distribution, and general operational duties as assigned
Completes Daily Activity Reports (DARs) accurately, objectively, and in a timely manner
Conducts intake, exit, and case notes in HMIS where applicable
Assists with documentation related to participant movements, wellness concerns, or incidents as required
Observes and reports safety concerns, maintenance issues, guideline violations, and unusual occurrences to site leadership promptly
Provides support during shift pass-downs and communicates relevant updates between shifts
Provides overnight, evening, weekend, or holiday coverage as scheduled
Performs other duties as assigned