Lead Client Service Monitor - PT

Hope The Mission • Bakersfield, CA

19h • $0 - $24

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. Reporting to the Program Manager or Assistant Program Manager, the LCSM provides shift leadership and helps ensure consistent adherence to safety protocols, wellness checks, documentation requirements, and site procedures. The role bridges frontline staff, management, and site operations, and responds to incidents, participant escalations, and staff requests for guidance until a manager arrives or the situation is resolved.

The LCSM leads by example and supports participant safety and stability through consistent site operations, emergency response, documentation, staff coaching, and collaboration with case management and leadership. The position is part-time, two days a week, with a variable schedule that may include evenings, weekends, and holidays.

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.
• 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 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 and resilience, and sensitivity toward individuals experiencing hardship.
• Maintain professionalism, empathy, and sound decision-making in complex or emotionally challenging environments.
• Successfully complete background checks required per 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

• A minimum of 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 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.
• Act 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 accurately and completely documented and submitted on time in accordance with 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 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: Part-time
• Career Level: Mid Level
• Education Level: High school or GED