Shift Lead, Client Services — Interim Housing

Hope The Mission; Los Angeles (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Hope the Mission is seeking a Lead Client Service Monitor to oversee on-shift operations at our interim housing sites in Los Angeles. You will guide Client Service Monitors, ensure wellness checks, and uphold safety protocols across shifts.

This role requires strong leadership, trauma-informed approach, and flexibility to work evenings, weekends, and holidays while maintaining documentation and incident reporting standards.

Qualifications

• High school diploma or GED required.
• Minimum 1 year experience as a Client Service Monitor or similar role preferred.
• Prior lead, supervisory, or shift-lead experience strongly preferred.
• Knowledge of interim housing operations, safety protocols, and trauma-informed care.
• Ability to work flexible schedules including nights, weekends, and holidays.

Responsibilities

• Serve as the on-shift lead for all Client Service Monitors; provide real-time direction, guidance, and support throughout the shift.
• Complete required wellness checks, site walk-throughs, and safety protocols every shift without exception.
• Monitor site activity and address safety concerns, policy violations, and operational issues as they arise.
• Maintain heightened attention in high-traffic or high-risk areas of the site during assigned shifts.
• Conduct pass-down huddles at shift transitions to ensure clear communication and operational continuity.
• Communicate shift updates, incidents, and follow-up needs to site leadership and incoming shift staff.
• Serve as the primary point of contact for incidents, participant escalations, and emergencies during the shift.
• Manage emergency situations — including medical emergencies, overdoses, and evacuations — until leadership or first responders arrive and assume command.
• Ensure all incidents are documented accurately, completely, and submitted on time in accordance with agency protocols.
• Ensure accurate and timely completion of Daily Activity Reports (DARs) and all other required shift documentation.
• Enforce compliance with agency policies including incident reporting, contraband control, and infection control protocols.
• Model trauma-informed, harm-reduction, and professional conduct at all times.
• Assist with onboarding, training, and coaching of new Client Service Monitors.
• Support schedule coverage, shift coordination, and staff accountability as directed by management.
• Collaborate with case management and leadership staff to support participant safety and stability.
• Provide leadership coverage during evenings, weekends, and holidays as scheduled.
• Perform other duties as assigned

Skills

Leadership

Crisis response

Trauma-informed communication

Staff coaching

Documentation

Emotional intelligence

Calm under pressure

Computer literacy

Integrity

Education

High School Diploma or GED

Job description

Hope the Mission is seeking a Lead Client Service Monitor to oversee on-shift operations at our interim housing sites in Los Angeles. You will guide Client Service Monitors, ensure wellness checks, and uphold safety protocols across shifts.

This role requires strong leadership, trauma-informed approach, and flexibility to work evenings, weekends, and holidays while maintaining documentation and incident reporting standards.