Client Service Monitor - PT & FT

Hope the Mission; Woodlands (CA); On-site; USD 32,000 - 42,000; Full time

Job summary

Hope the Mission seeks a Client Services Monitor to work on-site in Woodlands, CA. The role focuses on safety, daily operations, and compassionate service for participants experiencing homelessness.

You will participate in wellness checks, incident reporting, and collaboration with program staff to maintain a respectful, structured environment. The position requires reliability, strong judgment, and a commitment to the mission’s values.

Qualifications

• High school diploma or GED is required.
• Experience in homeless services, shelter operations, or social services preferred.
• Knowledge of trauma-informed care and harm reduction principles preferred.

Responsibilities

• Conduct wellness checks each shift to ensure participant safety.
• Monitor movement and site activity for safety and program compliance.
• Complete DARs accurately and timely for daily operations.
• Assist with intake, orientation, and explaining site guidelines.
• Support meal service, hygiene supply distribution, and general duties.
• Transport participants to established routes as directed by supervision.

Skills

Observation & situational awareness

Trauma-informed communication

Professional boundaries

Documentation

Teamwork & communication

Computer & email basics

Integrity & service mindset

Education

High school diploma or GED

Job description

Client Service Monitor - PT & FT

Manual Labor Woodlands, CA, US

5 days ago Requisition ID: 2290

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

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‑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