Lead Client Service Monitor

Lead Client Services MonitorThe mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.Interim housing sites run 24 hours a day, seven days a week. The quality of each shift depends a lot on who is leading it. The Lead Client Services Monitor (LCSM) holds the floor. Acting as a leader, collaborator, and an important voice into continuous process improvement.Reporting to the Program Manager or Assistant Program Manager, the LCSM is the on-shift leader for Client Service Monitors across assigned Hope the Mission interim housing sites. This role makes sure that safety protocols, wellness checks, documentation, and site procedures are followed consistently every single shift — and is the first to respond when they aren't. The LCSM leads by example and acts as a bridge between non-management, management, and site operations. When an incident happens, when a participant escalates, when a staff member needs guidance in the moment, the LCSM handles it until a manager arrives or the situation is resolved.The persons in our interim housing communities deserve consistency at every hour of the day. This role is how that consistency gets delivered.Primary Duties and ResponsibilitiesShift Leadership & Site OperationsServe as the on-shift lead for all Client Service Monitors; provide real-time direction, guidance, and support throughout the shiftComplete required wellness checks, site walk-throughs, and safety protocols every shift without exceptionMonitor site activity and address safety concerns, policy violations, and operational issues as they ariseMaintain heightened attention in high-traffic or high-risk areas of the site during assigned shiftsConduct pass-down huddles at shift transitions to ensure clear communication and operational continuityCommunicate shift updates, incidents, and follow-up needs to site leadership and incoming shift staffIncident Response & Emergency ManagementServe as the primary point of contact for incidents, participant escalations, and emergencies during the shiftManage emergency situations — including medical emergencies, overdoses, and evacuations — until leadership or first responders arrive and assume commandEnsure all incidents are documented accurately, completely, and submitted on time in accordance with agency protocolsDocumentation & ComplianceEnsure accurate and timely completion of Daily Activity Reports (DARs) and all other required shift documentationEnforce compliance with agency policies including incident reporting, contraband control, and infection control protocolsStaff Development & SupportModel trauma-informed, harm-reduction, and professional conduct at all timesAssist with onboarding, training, and coaching of new Client Service MonitorsSupport schedule coverage, shift coordination, and staff accountability as directed by managementCollaborate with case management and leadership staff to support participant safety and stabilityOther General DutiesProvide leadership coverage during evenings, weekends, and holidays as scheduledPerform other duties as assignedSkillsStrong leadership and decision-making skillsExcellent situational awareness and crisis response abilitiesTrauma-informed communication and de-escalation skillsAbility to coach, guide, and support frontline staffStrong organizational and documentation skillsAbility to remain calm and professional in high-stress situationsProficiency with basic computer systems and documentation toolsAbility to lead with integrity; upholding 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, Emotional Resilience, and sensitivity towards individuals experiencing hardship.Maintains professionalism, empathy, and sound decision-making when working in complex or emotionally challenging environments.QualificationsHigh school diploma or GED requiredMinimum of one (1) year experience as a Client Service Monitor or similar role preferredPrior lead, supervisory, or shift-lead experience strongly preferredKnowledge of interim housing operations, safety protocols, and trauma-informed careAbility 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.Legal Eligibility to Work – Must maintain 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.Full-time position; Swing Shift (Tuesday to Saturday) 3pm to 11:30pm.