Lead Client Service Monitor - PT

Hope The Mission•Los Angeles, CA

22h•$0 - $24

About The Position

Hope the Mission seeks a Lead Client Services Monitor (LCSM) to provide on-shift leadership for Client Service Monitors at assigned interim housing sites. Reporting to the Program Manager or Assistant Program Manager, the LCSM helps ensure that safety protocols, wellness checks, documentation, and site procedures are followed consistently. The role serves as a bridge between frontline staff, management, and site operations, and responds to incidents, participant escalations, and staff requests for guidance until a manager arrives or the situation is resolved. The LCSM leads by example and supports consistent, safe operations in communities that operate 24 hours a day, seven days a week. The role includes leadership coverage during evenings, weekends, and holidays as scheduled, as well as working an available morning or swing shift.

Requirements

High school diploma or GED.
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.
Excellent 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.
Ability to remain calm and professional in high-stress situations.
Proficiency with basic computer systems and documentation tools.
Ability to lead with integrity and uphold organizational mission and values.
Working knowledge of evidence-based service delivery models, including Motivational Interviewing, Harm Reduction, Housing First, and Trauma-Informed Care.
Emotional intelligence, emotional resilience, and sensitivity toward individuals experiencing hardship.
Professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
Successful completion of background checks required for the worksite.
Passing 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.
Compliance with company policies and HIPAA standards, including safety, confidentiality, and conduct standards.

Nice To Haves

At least one year of experience as a Client Service Monitor or in a similar role.
Prior lead, supervisory, or shift-lead experience.

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.
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.
Act as the primary point of contact for incidents, participant escalations, and emergencies during the shift.
Manage medical emergencies, overdoses, evacuations, and other emergencies until leadership or first responders arrive and assume command.
Ensure incidents are accurately and completely documented and submitted on time according to agency protocols.
Ensure timely completion of Daily Activity Reports (DARs) and other required shift documentation.
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.