Client Services Representative

Hope The Mission StatementThe mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.Position Purpose and SummaryThe 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 ResponsibilitiesFacility Maintenance and SanitationAssists with and facilitates routine cleaning of all facility areas to maintain cleanliness, safety, and operational readinessCleans and disinfects restrooms and shower areas after each use, without exception. Maintains sanitary and safe restroom and sink conditions at all times. Completes deep cleaning of restrooms and common areas.Monitors and maintains hygiene areas and community areas; ensures resources are fully stocked, replenishing as needed.Washes, dries, and prepares towels used for restroom and shower servicesMonitors laundry rooms, restrooms, and common areas to ensure cleanliness and appropriate useMaintains accurate shower and restroom usage logsParticipant Safety and MonitoringConducts required wellness checks each shift to ensure participant safety and well-beingMonitors participant movement, common areas, and site activity to promote safety and program complianceConducts routine site walk-throughs and safety checks during assigned shiftsSupports contraband control and safety procedures in accordance with agency policyResponds to incidents and emergencies using trauma-informed de-escalation techniques and follows all incident reporting protocolsSupports emergency responses — including medical emergencies, overdoses, and evacuations — until leadership or first responders arriveParticipant Services and EngagementProvides direct, respectful assistance to participants, including answering questions, responding to requests, and connecting participants to appropriate staff or resourcesAssists with participant intake, orientation, and explanation of site guidelines as directed by managementDistributes hygiene supplies including soap, shampoo, towels, and related items to participants as neededSupports meal service, supply distribution, and general operational duties as assignedDocumentation and ReportingCompletes Daily Activity Reports (DARs) accurately, objectively, and in a timely mannerConducts intake, exit, and case notes in HMIS where applicableAssists with documentation related to participant movements, wellness concerns, or incidents as requiredObserves and reports safety concerns, maintenance issues, guideline violations, and unusual occurrences to site leadership promptlyShift OperationsProvides support during shift pass-downs and communicates relevant updates between shiftsProvides overnight, evening, weekend, or holiday coverage as scheduledPerforms other duties as assignedTransportation (Site Specific)Transports participants to and from established routes and as directed by a supervisorMaintains vehicle cleanliness inside and out at all timesEnsures the vehicle has sufficient fuel before and during each shiftCompletes daily vehicle maintenance checks and reports any issues to the supervisorsLogs all mileage accurately and in accordance with departmental proceduresSkillsStrong observation and situational awareness skillsTrauma-informed communication and de-escalation techniquesAbility to maintain professional boundaries with participantsClear, objective, and professional written documentation skillsAbility to follow policies, procedures, and chain of commandStrong teamwork and communication skillsBasic computer and email proficiencyAbility 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.QualificationsHigh school diploma or GED requiredPrevious experience in homeless services, shelter operations or social service preferredKnowledge of trauma-informed care and harm reduction principles preferredAbility to work flexible schedules including nights, weekends, and holidaysMandatory RequirementsBackground 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.Physical, Demands, Environmental Conditions, EquipmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The employee is required to: walk and climb stairs; stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; grasp, push, pull objects such as files, file cabinet drawers, and reach overhead; handle, finger, grasp and feel objects and equipment; reach with hands and arms; be mobile by moving oneself from place to place quickly and easily; repeat various motions with the wrists, hands, and fingers; be able to perform visual activities for (including, but not limited to) administrative and clerical tasks; ability to lift up to 25 lbs.; communicate, receive and exchange ideas, information by means of the spoken and written word; drive vehicles in and around Los Angeles County; be able to enter various buildings that may require climbing stairs; be periodically subjected to outside environmental conditions. The employee may work in proximity to service animals and emotional support animals; use a desktop and/or laptop computer; various office machines. Complete all required forms in personal writing.Work EnvironmentThe employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health and safety practices. The employee may experience a number of unpleasant sensory demands associated with the participants' use of alcohol and drugs, and lack of personal hygiene. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. The noise level in the work environment is usually moderate in an office setting. Sometimes work may become stressful when working under pressure or in crisis intervention.EEO: HTM (Hope the Mission) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HTM complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, placement, promotion, recall, transfer, leaves of absence, compensation and training.HTM will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is