Lead Client Service Monitor - Graveyard

Hope The Mission•Los Angeles, CA

About The Position

Interim housing sites operate around the clock, and the quality of what happens on any given shift depends heavily on who is leading it. Managers set the direction. The Lead Client Services Monitor holds the floor. Reporting to the Program Manager or Assistant Program Manager, the Lead CSM serves as the on-shift lead for Client Service Monitors across assigned HTM interim housing sites. This role is responsible for ensuring that safety protocols, wellness checks, documentation standards, and site procedures are carried out consistently every shift — and for being the first point of response when they aren't. When an incident occurs, when a participant escalates, when a staff member needs real-time guidance, the Lead CSM is the person who handles it until leadership arrives or the situation is resolved. This is a frontline leadership role, not a senior monitoring role. The distinction matters. The Lead CSM is responsible not just for their own conduct but for the conduct and performance of the team around them — modeling trauma-informed care, coaching newer staff, maintaining shift continuity through clear handoffs, and holding the site to the standards HTM has committed to. The people living in these sites deserve consistency at every hour. This role is how that consistency is delivered.

Requirements

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
High school diploma or GED required
Employment eligibility verification as required by law
Ability to pass background clearance requirements as applicable
Reliable transportation to assigned worksite(s)
Completion of all required agency and funder-mandated trainings

Nice To Haves

Minimum of 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, providing direction, guidance, and support to Client Service Monitors.
Ensure required wellness checks, site walk-throughs, and safety protocols are completed each shift.
Monitor site activity and address safety concerns, guideline violations, or operational issues in real time.
Act as the primary point of contact for incidents, emergencies, and participant escalations during the shift.
Ensure accurate and timely completion of Daily Activity Reports (DARs) and other shift documentation.
Communicate shift updates, incidents, and follow-up needs to site leadership and incoming shifts.
Model trauma-informed, harm-reduction, and professional conduct at all times
Assist with training, onboarding, and coaching of new Client Service Monitors.
Support schedule coverage, shift coordination, and staff accountability as directed by management.
Conduct pass-down huddles to ensure continuity of operations between shifts.
Support compliance with agency policies including incident reporting, contraband control, and infection control protocols.
Collaborate with case management and leadership staff to support participant safety and stability.
Other duties, as assigned.
Provide leadership coverage during evenings, overnights, weekends, and holidays as scheduled.
Support emergency responses including medical emergencies, overdoses, evacuations, or facility incidents until leadership or first responders arrive.
Monitor high-traffic or high-risk areas of the site during assigned shifts.