Lead Client Service Monitor

Hope The Mission•Los Angeles, CA

9d•$0 - $24

About The Position

Hope the Mission seeks a Lead Client Service 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 safety protocols, wellness checks, documentation, and site procedures are consistently followed. The role serves as a bridge between frontline staff, management, and site operations, responding to incidents and participant escalations and supporting staff until a manager or first responders arrive or the situation is resolved. Interim housing sites operate 24 hours a day, seven days a week. The LCSM helps deliver consistent operations and participant support across shifts, including leadership coverage during evenings, weekends, and holidays as scheduled. The role also supports staff development, shift coordination, compliance, and participant safety and stability.

Requirements

High school diploma or GED required.
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 and support frontline staff; organizational and documentation skills; professionalism in high-stress situations; proficiency with basic computer systems and documentation tools; integrity and alignment with organizational mission and values; emotional intelligence, resilience, and sensitivity when working with people experiencing hardship.
Working knowledge of evidence-based service delivery models, including Motivational Interviewing, Harm Reduction, Housing First, and Trauma-Informed Care.
Must successfully complete background checks as 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

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

Responsibilities

Provide real-time direction, guidance, and support to Client Service Monitors throughout the shift.
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.
Serve 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 incidents are documented accurately, completely, and on time according to agency protocols.
Ensure accurate and timely completion of Daily Activity Reports 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.