Client Service Monitor

Hope the Mission; Thousand Oaks (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Hope the Mission is hiring a Client Services Monitor for an on-site, full-time position in Thousand Oaks, CA. The role focuses on participant safety, daily operations, and program compliance in interim housing settings.

The position requires reliable presence, good judgment, and a compassionate approach to people experiencing homelessness. Training and adherence to policies are emphasized.

Qualifications

• High school diploma or GED required.
• Experience in homeless services or shelter operations preferred.
• Ability to work nights, weekends, and holidays as needed.
• Background checks, drug testing, and driving record may be required.
• Legal eligibility to work in the United States.

Responsibilities

• Facility maintenance and sanitation to keep areas clean and safe.
• Monitors safety and conducts wellness checks during shifts.
• Documents activities in required logs and HMIS when applicable.
• Supports emergency responses and incident reporting per policy.
• Provides direct participant services and assists with intake and orientation.
• Operates shift handoffs and supports meal service and logistics.
• Transports participants as directed and maintains vehicle cleanliness.

Skills

Observation

De-escalation

Boundaries

Documentation

Policy compliance

Teamwork

Interpersonal skills

Computer basics

Education

High school diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Client Service Monitor

Full Time Manual Labor Thousand Oaks, CA, US

7 days ago Requisition ID: 2231

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‑scalation 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

Performs other duties as assigned

Transportation (Site Specific)

Transports participants to and from established routes and as directed by a supervisor

Maintains vehicle cleanliness inside and out at all times

Ensures the vehicle has sufficient fuel before and during each shift

Completes daily vehicle maintenance checks and reports any issues to the supervisors

Logs all mileage accurately and in accordance with departmental procedures

Skills

Strong observation and situational awareness skills

Trauma‑informed communication and de‑scalation 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.

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.

Full-time position; 8:00 AM - 4:30 PM - Friday - Tuesday