Lead Client Service Monitor

Hope The Mission•Gardena, CA

About The Position

The Lead Client Service Monitor (LCSM) is the on-shift leader for Client Service Monitors at assigned Hope the Mission interim housing sites, which operate 24 hours a day, seven days a week. Reporting to the Program Manager or Assistant Program Manager, the LCSM provides real-time direction and support to staff, ensures shift-level safety and operational procedures are followed, and serves as a bridge between frontline employees, management, and site operations. The role responds to incidents, participant escalations, and staff requests for guidance until a manager or first responders arrive or the situation is resolved. It also contributes to continuous process improvement and consistent service delivery for people in interim housing communities. The LCSM completes wellness checks, site walk-throughs, safety protocols, and shift documentation; communicates operational updates and follow-up needs; and supports staff onboarding, training, coaching, scheduling, and accountability as directed. The role requires calm, professional judgment in high-stress situations and the application of trauma-informed, harm-reduction, and other evidence-based service approaches.

Requirements

High school diploma or GED required.
At least one year of experience as a Client Service Monitor or in a similar role is preferred.
Knowledge of interim housing operations, safety protocols, and trauma-informed care.
Ability to work flexible schedules, including nights, weekends, and holidays.
Strong leadership and decision-making skills; situational awareness and crisis response abilities.
Trauma-informed communication and de-escalation skills; ability to coach, guide, and support frontline staff.
Strong organizational and documentation skills and proficiency with basic computer systems and documentation tools.
Ability to remain calm and professional in high-stress situations and demonstrate integrity, empathy, emotional intelligence, and emotional resilience.
Working knowledge of evidence-based service delivery models, including Motivational Interviewing, Harm Reduction, Housing First, and Trauma-Informed Care.
Must successfully complete background checks required for the worksite.
Must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
Must maintain 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

Prior lead, supervisory, or shift-lead experience is strongly preferred.
Experience as a Client Service Monitor or in a similar role is preferred.

Responsibilities

Serve as the on-shift lead for Client Service Monitors, providing real-time direction, guidance, and support.
Complete required wellness checks, site walk-throughs, and safety protocols every shift.
Monitor site activity and address safety concerns, policy violations, and operational issues as they arise.
Maintain heightened attention in high-traffic or high-risk areas during assigned shifts.
Conduct pass-down huddles at shift transitions and communicate updates, incidents, and follow-up needs to site leadership and incoming staff.
Serve as the primary point of contact for incidents, participant escalations, and emergencies during the shift.
Manage emergencies, including medical emergencies, overdoses, and evacuations, until leadership or first responders assume command or the situation is resolved.
Ensure incidents are documented accurately, completely, and on time according to agency protocols.
Complete Daily Activity Reports and other required shift documentation accurately and promptly.
Enforce agency policies, including incident reporting, contraband control, and infection control protocols.
Model trauma-informed, harm-reduction, and professional conduct.
Assist with onboarding, training, and coaching new Client Service Monitors.
Support schedule coverage, shift coordination, and staff accountability as directed by management.
Collaborate with case management and leadership staff to support participant safety and stability.
Provide leadership coverage during evenings, weekends, and holidays as scheduled.
Perform other duties as assigned.