Client Services 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

Reporting to the Program Manager, Assistant Program Manager, or Program Coordinator, the CSM conducts wellness checks, monitors site activity, supports participant needs, documents daily activities, and responds to incidents in accordance with agency policies and contractual requirements. The Client Service Monitor (CSM) is a front-line, site-based position responsible for supporting participant safety, site operations, and daily program functions within Interim Housing settings. The CSM plays a critical role in maintaining a safe, orderly, and trauma-informed environment while ensuring participants are treated with dignity, respect, and fairness.

Primary Duties and Responsibilities

• Assist with and facilitate routine cleaning of facilities to maintain cleanliness, safety, and operational readiness.

• Clean and disinfect restrooms and shower areas after each use, without exception.

• Maintain sanitary and safe restroom and sink conditions at all times.

• Deep clean the work site on a routine basis.

• Ensure restrooms are fully stocked with toilet paper, soap, and other essential supplies.

• Maintain adequate supply of feminine hygiene products and replenish as needed.

• Wash, dry, and prepare towels used for restroom and shower services.

• Conduct required wellness checks each shift to ensure participant safety and well-being.

• Monitor participant movement, common areas, and site activity to promote safety and guideline compliance.

• Provide direct, respectful assistance to participants including answering questions, responding to requests, and connecting participants to appropriate staff or resources.

• Complete Daily Activity Reports (DARs) accurately, objectively, and in a timely manner for each shift.

• Observe and report safety concerns, maintenance issues, guideline violations, and unusual occurrences to site leadership.

• Respond to incidents and emergencies using trauma-informed de-escalation techniques and follow incident reporting protocols.

• Conduct intake, exit, and case notes in HMIS (site specific)

• Support meal service, site cleanliness, supply distribution, and general operational duties as assigned.

Secondary Duties and Responsibilities

• Assist with participant intake, orientation, and explanation of site guidelines as directed by management.

• Support contraband control and safety procedures in accordance with agency policy.

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

• Provide support during shift pass-downs and communicate relevant updates between shifts.

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

• Distribute hygiene supplies including soap, shampoo, towels, and related items to participants as needed.

• Maintain proper and accurate shower and restroom usage logs.

• Interact with participants in a polite, professional, and respectful manner at all times.

• Report maintenance, safety, or supply issues to supervisors in a timely manner.

• Other duties, as assigned.

(Location Specific or Nuanced Responsibilities )

• Provide overnight, evening, weekend, or holiday coverage as scheduled.

• Conduct routine site walk-throughs and safety checks during assigned shifts.

• Support emergency responses including medical emergencies, overdoses, or evacuations until leadership or first responders arrive.

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

Qualifications

• High school diploma or GED required

• Previous experience in homeless services, shelter operations, security, or customer service preferred

• Knowledge of trauma-informed care and harm reduction principles preferred

• Ability to work flexible schedules including nights, weekends, and holidays

Mandatory Requirements:

• Employment eligibility verification as required by law

• Ability to pass background clearance requirements as applicable

• Reliable transportation to assigned worksite(s)

• Completion of required agency and funder-mandated trainings