Lead Client Service Monitor

Hope The Mission•Los Angeles, CA

About The Position

Interim housing sites run 24 hours a day, seven days a week. The quality of each shift depends a lot on who is leading it. The Lead Client Services Monitor (LCSM)holds the floor. Acting as a leader, collaborator, and an important voice into continuous process improvement. Reporting to the Program Manager or Assistant Program Manager, the LCSM is the on-shift leader for Client Service Monitors across assigned Hope the Mission interim housing sites. This role makes sure that safety protocols, wellness checks, documentation, and site procedures are followed consistently every single shift — and is the first to respond when they aren't. The LCSM leads by example and acts as a bridge between non-management, management, and site operations. When an incident happens, when a participant escalates, when a staff member needs guidance in the moment, the LCSM handles it until a manager arrives or the situation is resolved. The persons in our interim housing communities deserve consistency at every hour of the day. This role is how that consistency gets delivered.

Requirements

High school diploma or GED required
Minimum of one (1) year experience as a Client Service Monitor or similar role preferred
Knowledge of interim housing operations, safety protocols, and trauma-informed care
Ability to work flexible schedules including nights, weekends, and holidays
Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.
Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
Legal Eligibility to Work – Must maintain proof of legal authorization to work in the US.
Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.
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; upholding 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, Emotional Resilience, and sensitivity towards individuals experiencing hardship.
Maintains professionalism, empathy, and sound decision-making when working in complex or emotionally challenging environments.

Nice To Haves

Prior lead, supervisory, or shift-lead experience strongly preferred

Responsibilities

Serve as the on-shift lead for all Client Service Monitors; provide real-time direction, guidance, and support throughout the shift
Complete required wellness checks, site walk-throughs, and safety protocols every shift without exception
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 of the site during assigned shifts
Conduct pass-down huddles at shift transitions to ensure clear communication and operational continuity
Communicate shift updates, incidents, and follow-up needs to site leadership and incoming shift staff
Serve as the primary point of contact for incidents, participant escalations, and emergencies during the shift
Manage emergency situations — including medical emergencies, overdoses, and evacuations — until leadership or first responders arrive and assume command
Ensure all incidents are documented accurately, completely, and submitted on time in accordance with agency protocols
Ensure accurate and timely completion of Daily Activity Reports (DARs) and all other required shift documentation
Enforce compliance with agency policies including incident reporting, contraband control, and infection control protocols
Model trauma-informed, harm-reduction, and professional conduct at all times
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