Lead Client Service Monitor - PT

Hope The Mission•Los Angeles, CA

1d•$0 - $24

About The Position

Hope the Mission’s mission is to prevent, reduce, and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions. Interim housing sites operate 24 hours a day, seven days a week, and the Lead Client Service Monitor (LCSM) helps ensure consistent, safe operations across assigned sites. Reporting to the Program Manager or Assistant Program Manager, the LCSM is the on-shift leader for Client Service Monitors. The role provides real-time direction and support, ensures safety protocols, wellness checks, documentation, and site procedures are followed, and responds to incidents and participant escalations until a manager or first responders arrive or the situation is resolved. The LCSM serves as a bridge between frontline staff, management, and site operations and contributes to continuous process improvement. The position includes shift leadership, incident response, documentation and compliance, and staff support. The LCSM models trauma-informed, harm-reduction, and professional conduct; helps onboard, train, and coach staff; and collaborates with case management and leadership to support participant safety and stability. Evening, weekend, and holiday coverage may be scheduled. Available shifts are morning (7:00 a.m.–3:30 p.m.), swing (3:00 p.m.–11:30 p.m.), and graveyard (11:00 p.m.–7:30 a.m.).

Requirements

High school diploma or GED required.
Ability to work flexible schedules, including nights, weekends, and holidays.
Knowledge of interim housing operations, safety protocols, and trauma-informed care.
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.
Strong emotional intelligence and resilience, with sensitivity toward individuals experiencing hardship.
Professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
Must successfully complete background checks required by 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

Minimum of one year of experience as a Client Service Monitor or in a similar role preferred.
Prior lead, supervisory, or shift-lead experience strongly 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.
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, and evacuations until leadership or first responders arrive and assume command.
Ensure incident reports are accurate, complete, and submitted on time according to agency protocols.
Ensure timely and accurate 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 of 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.