Client Services Monitor

Job Description Job Description Position Summary

The mission of Hope the Mission (HOTV) is to prevent, reduce, and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions

HOTV's Tiny Homes provides a safe, low-barrier, and supportive 24-hour residence to persons experiencing homelessness. Participants receive shelter, food, and case management services to support their trajectory toward obtaining permanent housing. Working under the supervision of the Tiny Homes Manager, the Client Services Monitor fulfills the mission of the Hope of Valley Rescue Mission by successfully providing supervision and support to the residents of the Tiny Homes Program.

Primary Duties and Responsibilities

• Ensure the safety of participants and guests by providing on-site participant supervision

• Ensure participant compliance with program rules, policies, and procedures

• Distribution of necessary supplies including handing out bedding, clothing, and hygiene items as needed

• Assist with sanitation of participant belongings in a hot box and new bed assignment upon intake

• Watch for and report suspicious or unusual activity to the appropriate authorities; investigate alarms or noises and remove trespassers from the facility/property

• Work in partnership with on-site security

• Conduct daily wellness checks to screen participants for COVID symptoms and ensure their wellbeing

• Respond to emergency situations as appropriate

• Request emergency services personnel, such as law enforcement, fire department, and paramedics in cases of emergencies

• Complete written reports and incident logs of daily activities

• Answer telephone and take messages for participants and staff

• Resolve participant issues as needed using de-escalation and crisis intervention techniques to help participants work through conflict

• Assist with the serving of daily meals

• Replenish supplies in the restrooms, offices, and dining area

• Assist with maintenance of resident laundry schedule

• Ensure participants are following proper hygiene practices

• Work with participants to improve their independent living skills

• Ensure general cleanliness and maintenance of the facility including, but not limited to: cleaning and sanitizing offices, restrooms, hygiene trailers, living spaces, tiny home units, sweeping, mopping, vacuuming and other janitorial services. Clean and disinfect restrooms and showers after each use, without exception

• Ensure that trash is changed,and taken out daily, and prepare trash receptacles for weekly pick-up

• Monitor and report to the supervisor any maintenance concerns as needed

• Self-identify potentially unsafe systems/processes/situations and take initiative to report to the manager/supervisor

• Take on non-routine cleaning and special projects as needed

• Pack out participant belongings and place them in storage

Other Duties

● Monitor medication cabinet and review medication records

● Attend and participate in team Meetings, trainings, case conferencing, etc.

● Responsible for maintaining thorough and accurate records in both written form (hard copies) and through the Homeless Management Information System (HMIS)

● Establish and maintain good rapport and working arrangements with co-workers, including the management team and other staff

● Facilitate and supervise regularly scheduled resident house meetings

● Create and maintain a shelter environment that is safe

● Uphold all HOTV and LAHSA Rules, Regulations, and Policies

● Work with collaboration with security guard to ensure safety of participants, staff, volunteers and visitors on the property

● Observe and adhere to department guidelines concerning absences and reports in accordance with departmental procedures

● Assist with facilitating life skills activities and community engagement events for participants ● Other duties as assigned by supervisors

Qualifications

• Understand and support the mission statement of Hope of the Valley Rescue Mission

• High school diploma or GED

• 1-2 years experience working with the homeless or similar populations preferred

• Must possess solid proficiency of Microsoft Office Suite

• Excellent verbal and written communication skills. Must possess basic grammar and spelling skills

• Possess the necessary initiative, adaptability, and responsibility to work with minimum supervision

• Must possess excellent problem-solving skills

• Ability to interact with others professionally

• Knowledge of Housing First, Harm Reduction, and Trauma-Informed principles preferred

• Experience working with a diverse population, with sensitivity to differences in culture, religion, sexual orientation, race, age, and physical and mental illness

• Valid CPR/First Aid certification or ability to obtain within 30 days of hire

• Must be TB-cleared prior to hiring

• A criminal background check is required

• A drug test is required

• A CA driver's license or valid of identification is required

Other Requirements

• Ability to walk, stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis

• Ability to grasp, push, and pull objects such as files, and file cabinet drawers, and reach overhead

• Ability to work in proximity with service animals and emotional support animals

• Ability to operate a computer, fax, and telephone

• Ability to lift up to 25 lbs.

• Some night and weekend hours required

Employment Classifications

• FLSA Status: Non-Exempt

• Payroll Status: Hourly

• Work Schedule: Full Time

PHYSICAL DEMANDS, ENVIRONMENTAL CONDITIONS, EQUIPMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Employee is required to: Walk and climb stairs; stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; Grasp, push, pull objects such as files, file cabinet drawers, and reach overhead; Handle, finger, grasp and feel objects and equipment; Reach with hands and arms; Be mobile by moving oneself from place to place quickly and easily; Repeat various motions with the wrists, hands, and fingers; Be able to perform visual activities for (including, but not limited to) administrative and clerical tasks; Ability to lift up to 25 lbs. Communicate, receive and exchange ideas, information by means of the spoken and written word; Drive vehicle in and around Los Angeles County; Be able to enter various buildings that may require climbing stairs. Be periodically subjected to outside environmental conditions. Employee may work in proximity to service animals and emotional support animals; Use a desktop and/or laptop computer; copy, postage, and fax machines. Complete all required forms in personal writing.

Work Environment:

The employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health and safety practices. The employee may experience a number of unpleasant sensory demands associated with the client's use of alcohol and drugs, and lack of personal hygiene. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. The noise level in the work environment is usually moderate in an office setting. Sometimes work may become stressful when working under pressure.

◊ EEO: HOTV (Hope of the Valley) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HOTV complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment

◊ HOTV will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if HOTV is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the California Department of Fair Employment and Housing's Fair Chance Act webpage.

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