Lead Client Service Monitor

Hope The Mission•North Hollywood, 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. The LCSM provides real-time direction and support, helps ensure consistent safety and operational procedures, and serves as a bridge between frontline staff, management, and site operations. The role reports to the Program Manager or Assistant Program Manager and responds to incidents, participant escalations, and staff requests for guidance until a manager or first responders take over or the situation is resolved. The LCSM leads by example and supports consistent delivery of services to people in interim housing communities. The position requires evening, weekend, and holiday leadership coverage as scheduled, along with the ability to work flexible schedules. The stated schedule is Tuesday through Saturday, 3:00 p.m. to 11:30 p.m.

Requirements

High school diploma or GED required.
Minimum of one year of experience as a Client Service Monitor or in a similar role 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.
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 the organization’s 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, and sensitivity toward individuals experiencing hardship.
Professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
Successful completion of required background checks.
Pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
Maintain proof of legal authorization to work in the United States.
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.
At least one year of 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 each 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 shift-transition pass-down huddles to support clear communication and operational continuity.
Communicate shift 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.
Accurately and completely document incidents and submit reports on time according to agency protocols.
Ensure accurate and 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.