Lead Client Service Monitor

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 

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 Responsibilities 

Shift Leadership & Site Operations

• 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

Incident Response & Emergency Management

• 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

Documentation & Compliance

• 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

Staff Development & Support

• 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

Other General Duties

• Provide leadership coverage during evenings, weekends, and holidays as scheduled

• Perform other duties as assigned

Skills 

• Strong leadership and decision-making skills

• Excellent situational awareness and crisis response abilities

• Trauma-informed communication and de-escalation skills

• Ability to coach, guide, and support frontline staff

• Strong organizational and documentation skills

• Ability to remain calm and professional in high-stress situations

• Proficiency with basic computer systems and documentation tools

• Ability 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.

Qualifications 

• High school diploma or GED required

• Minimum of one (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

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.

• 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.