Lead Client Service Monitor - Interim

Hope The Mission•North Hollywood, CA

4d•Onsite

About The Position

Hope the Mission seeks an Interim Lead Client Services Monitor (LCSM) to lead Client Service Monitors across assigned interim housing sites. Interim housing sites operate 24 hours a day, seven days a week, and the LCSM helps deliver consistent site operations, safety, and participant support on every shift. Reporting to the Program Manager or Assistant Program Manager, the LCSM serves as an on-shift leader, collaborator, and contributor to continuous process improvement, bridging frontline staff, management, and site operations. The LCSM provides real-time direction to staff, completes wellness checks and site walk-throughs, upholds safety and site procedures, and responds to incidents and participant escalations until a manager or first responder takes over or the situation is resolved. The role also supports staff onboarding and coaching, shift coordination, accurate documentation, and collaboration with case management and leadership to promote participant safety and stability. This is a full-time interim position with an option to become permanent. The stated schedule is Tuesday–Saturday, 11:00 p.m.–7:30 p.m. The role includes evening, weekend, and holiday leadership coverage as scheduled. Employment is contingent on required background checks and drug and alcohol screenings. Employees must maintain proof of legal authorization to work in the United States and comply with company policies, including safety, confidentiality, conduct, and HIPAA standards.

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 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.
Emotional intelligence, emotional resilience, and sensitivity toward individuals experiencing hardship.
Professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
Must successfully complete required background checks.
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, 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

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 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 shift incidents, participant escalations, and emergencies.
Manage medical emergencies, overdoses, and evacuations until leadership or first responders arrive and assume command, or the situation is resolved.
Ensure incidents are accurately and completely documented and submitted on time in accordance with 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.