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 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

• Assists with and facilitates routine cleaning of all facility areas to maintain cleanliness, safety, and operational readiness

• Cleans 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 services

• Monitors laundry rooms, restrooms, and common areas to ensure cleanliness and appropriate use

• Maintains accurate shower and restroom usage logs

Participant Safety and Monitoring

• Conducts required wellness checks each shift 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 during assigned shifts

• 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

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 including soap, shampoo, towels, and related items to participants as needed

• Supports meal service, supply distribution, and general operational duties as assigned

Documentation and Reporting

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

• Conducts intake, exit, and case notes in HMIS where applicable

• Assists with documentation related to participant movements, wellness concerns, or incidents as required

• Observes and reports safety concerns, maintenance issues, guideline violations, and unusual occurrences to site leadership promptly

Shift Operations

• Provides support during shift pass-downs and communicates relevant updates between shifts

• Provides overnight, evening, weekend, or holiday coverage as scheduled

• Performs other duties as assigned

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.

Physical, Demands, Environmental Conditions, Equipment

The 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 Environment

The 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 made to you. After making a conditional offer and running a background check, if HTM is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the California Department of Fair Employment and Housing’s Fair Chance Act webpage.