Client Service Monitor

Hope The Mission • Van Nuys, CA

1d • 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 CSM helps create a safe, structured, and respectful environment where participants are treated with dignity and fairness. The role calls for consistent attendance, sound judgment, and genuine care for people experiencing homelessness, including people affected by instability, crisis, and trauma. The CSM works alongside site staff to support program operations, contract requirements, and Hope the Mission’s values. The position reports to the Program Manager or Assistant Program Manager.

The CSM supports facility sanitation, participant safety and engagement, documentation, and shift operations. The role may include graveyard hours from 12:00 a.m. to 8:30 a.m. or swing hours from 4:00 p.m. to 12:30 a.m., as well as scheduled evening, overnight, weekend, or holiday coverage.

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 chain of command.
• Strong teamwork and communication skills.
• Basic computer and email proficiency.
• Ability to lead with integrity and uphold the organization’s mission, values, and service philosophy.
• 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.
• Ability to work flexible schedules, including nights, weekends, and holidays.
• Successful completion of background checks required for the worksite.
• Must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
• For roles requiring driving, an acceptable motor vehicle record is required.
• Must provide proof of legal authorization to work in the United States.
• Must comply 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 and restock hygiene and community areas; wash, dry, and prepare towels for restroom and shower services.
• Monitor laundry rooms, restrooms, and common areas for cleanliness and appropriate use, and maintain shower and restroom usage logs.
• Conduct required wellness checks each shift and monitor participant movement, common areas, and site activity to support safety and program compliance.
• Conduct 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 and support meal service, supply distribution, and other general operational duties as assigned.
• Complete Daily Activity Reports accurately, objectively, and promptly; conduct 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.
• Perform other duties as assigned.

What This Job Offers

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