Driver/Client Service Monitor

Job Description

Job Description

Hope Mission Statement

The 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 Summary 

The Driver / Client Service Monitor (Driver/CSM) is responsible first for the safe, reliable, and respectful transportation of participants in Hope the Mission's Interim Housing programs. The Driver/CSM gets participants to appointments, housing opportunities, services, and program activities on time, and in a vehicle that is clean, maintained, and safe.

When not driving, the Driver/CSM works on-site as a Client Service Monitor, supporting participant safety, daily operations, and community standards. In both roles, the Driver/CSM helps create an environment that is safe, structured, and respectful — one where every participant is treated with dignity and fairness.

This position requires someone who drives safely and defensively, shows up consistently, uses good judgment, and genuinely cares about serving people experiencing homelessness. Reliable transportation is often what connects a participant to housing, healthcare, and income; when a Driver/CSM shows up with calm, care, and compassion, participants can count on getting where they need to go as they work toward stable housing.

The Driver/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 

Participant Transportation

• Safely transports participants to and from scheduled appointments, housing interviews and move-ins, medical and behavioral health services, benefits offices, employment, and program activities, following established routes and supervisor direction

• Follows the daily transportation schedule; coordinates pick-up and drop-off times with case managers, site leadership, and participants, and communicates delays or changes promptly

• Operates agency vehicles in a safe, defensive, and courteous manner, obeying all traffic laws, speed limits, and agency vehicle policies

• Ensures all passengers are seated and wearing seat belts before the vehicle moves; does not exceed vehicle seating capacity

• Assists participants entering and exiting the vehicle, including participants with mobility devices, and helps load and secure belongings as appropriate

• Transports only authorized participants and staff; does not make unauthorized stops or use agency vehicles for personal purposes

• Follows agency policy on mobile phone use while driving (hands-free only, or no use while the vehicle is in motion)

• Uses trauma-informed de-escalation techniques to manage conflict or safety concerns in the vehicle; pulls over safely and contacts the supervisor or emergency services when needed

Vehicle Safety and Maintenance

• Completes pre-trip and post-trip vehicle inspections each shift (tires, lights, brakes, fluids, mirrors, seat belts, first aid kit, fire extinguisher) and documents results

• Reports maintenance needs, damage, or unsafe conditions to the supervisor immediately and does not operate a vehicle that is unsafe

• Maintains vehicle cleanliness inside and out at all times, including sanitizing high-touch surfaces between trips

• Ensures the vehicle has sufficient fuel before and during each shift and follows fuel card procedures

• Coordinates scheduled maintenance, smog, and registration needs with the supervisor or fleet contact

Transportation Documentation and Compliance

• Logs all trips, passengers, and mileage accurately and in accordance with departmental and contract procedures

• Reports any accident, citation, vehicle damage, or in-vehicle incident to the supervisor immediately and completes required incident reports the same shift

• Notifies the supervisor immediately of any change in driver's license status, including suspension, restriction, or a new moving violation

• Maintains confidentiality of participant information, including destinations and appointment details

Secondary Duties and Responsibilities: Client Service Monitor

When not scheduled to drive, the Driver/CSM supports on-site operations as a Client Service Monitor.

Participant Safety and Monitoring

• Conducts required wellness checks to ensure participant safety and well-being

• Monitors participant movement, common areas, and site activity to promote safety and program compliance

• Conducts routine site walk-throughs and safety checks

• Supports contraband control and safety procedures in accordance with agency policy

• Responds to incidents and emergencies using trauma-informed de-escalation techniques and follows all incident reporting protocols

• Supports emergency responses — including medical emergencies, overdoses, and evacuations — until leadership or first responders arrive

Facility Maintenance and Sanitation

• Assists with routine cleaning of facility areas, including restrooms, showers, and common areas, to maintain cleanliness, safety, and operational readiness

• Monitors hygiene and community areas and keeps resources stocked

• Washes, dries, and prepares towels for restroom and shower services

• Maintains accurate shower and restroom usage logs

Participant Services and Engagement

• Provides direct, respectful assistance to participants, including answering questions, responding to requests, and connecting participants to appropriate staff or resources

• Assists with participant intake, orientation, and explanation of site guidelines as directed by management

• Distributes hygiene supplies and supports meal service, supply distribution, and general operational duties as assigned

Documentation and Shift Operations

• Completes Daily Activity Reports (DARs) accurately, objectively, and in a timely manner

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