Lead Client Service Monitor

Hope The Mission • Bakersfield, CA

8d • $0 - $24

About The Position

Hope the Mission is dedicated to preventing, reducing, and eliminating poverty, hunger, and homelessness through immediate assistance and long-term solutions. The Lead Client Service Monitor (LCSM) serves as the on-shift leader for Client Service Monitors across assigned interim housing sites, which operate 24 hours a day, seven days a week. Reporting to the Program Manager or Assistant Program Manager, the LCSM ensures that safety protocols, wellness checks, documentation, and site procedures are followed consistently. The role provides real-time guidance to staff, helps maintain continuity between shifts, and responds to incidents, participant escalations, and emergencies until management or first responders take over or the situation is resolved.

The LCSM leads by example and serves as a connection between frontline staff, management, and site operations. The position also supports staff onboarding and coaching, schedule coverage, and collaboration with case management and leadership to promote participant safety and stability. The role includes scheduled evening, weekend, and holiday coverage as needed, and requires compliance with background screening, drug and alcohol testing, legal work authorization, company policies, and HIPAA standards.

Requirements

• High school diploma or GED.
• 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.
• Emotional intelligence, emotional resilience, and sensitivity toward individuals experiencing hardship.
• Professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
• Successful completion of background checks required for the worksite.
• 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

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

Responsibilities

• Serve as the on-shift lead for Client Service Monitors and provide 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.
• 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.
• Ensure incidents are accurately and completely documented 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED