Client Service Monitor

Hope The Mission Client Services Monitor

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

The Client Services Monitor (CSM) works directly on-site and is responsible for keeping participants safe, supporting daily operations, community standards and helping Hope the Mission's Interim Housing programs run smoothly. The CSM plays an important role in creating an environment that is safe, structured, and respectful one where every participant is treated with dignity and fairness.

This position requires someone who shows up consistently, uses good judgment, and genuinely cares about serving people experiencing homelessness. Many participants in our programs have been through long periods of instability, crisis, and trauma. When a CSM shows up with calm, care, and compassion, it creates a sense of safety and routine that participants can count on as they work toward stable housing.

The CSM reports to the Program Manager or Assistant Program Manager and works alongside site staff to make sure the program runs well, meets contract requirements, and reflects Hope the Mission's values in every interaction.

Primary Duties and Responsibilities

• Facility Maintenance and Sanitation
• Participant Safety and Monitoring
• Participant Services and Engagement
• Documentation and Reporting
• Shift Operations

Skills

• Strong observation and situational awareness skills
• Trauma-informed communication and de-escalation techniques
• Ability to maintain professional boundaries with participants
• Clear, objective, and professional written documentation skills
• Ability to follow policies, procedures, and chain of command
• Strong teamwork and communication skills
• Basic computer and email proficiency
• Ability to lead with integrity and uphold organizational mission, values, and service philosophy.
• Ability to cultivate and maintain collaborative relationships with community-based organizations and external service providers. Strong Interpersonal Skills.
• Maintains professionalism, empathy, and sound decision-making when working in complex or emotionally challenging environments.

Qualifications

• High school diploma or GED required
• Previous experience in homeless services, shelter operations or social service preferred
• Knowledge of trauma-informed care and harm reduction principles preferred
• Ability to work flexible schedules including nights, weekends, and holidays

Mandatory Requirements

• 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.
• Motor Vehicle Record (MVR) Check For roles requiring driving, employment is contingent upon an acceptable driving record.
• Legal Eligibility to Work Candidates must provide 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.

Day, Swing, and Graveyard shifts available.