Driver/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 The Driver / Client Service Monitor (Driver/CSM) is responsible first for the safe, reliable, and respectful transportation of participants in Hope the Mission's Interim Housing programs.

The Driver/CSM gets participants to appointments, housing opportunities, services, and program activities on time, and in a vehicle that is clean, maintained, and safe. When not driving, the Driver/CSM works on-site as a Client Service Monitor, supporting participant safety, daily operations, and community standards. In both roles, the Driver/CSM helps create an environment that is safe, structured, and respectful — one where every participant is treated with dignity and fairness.

This position requires someone who drives safely and defensively, shows up consistently, uses good judgment, and genuinely cares about serving people experiencing homelessness. Reliable transportation is often what connects a participant to housing, healthcare, and income; when a Driver/CSM shows up with calm, care, and compassion, participants can count on getting where they need to go as they work toward stable housing.

The Driver/CSM reports to the Program Manager or Assistant Program Manager and works alongside site staff to make sure the program runs well, meets contract requirements, and reflects Hope the Mission's values in every interaction. Primary Duties and Responsibilities Participant Transportation Safely transports participants to and from scheduled appointments, housing interviews and move-ins, medical and behavioral health services, benefits offices, employment, and program activities, following established routes and supervisor direction Follows the daily transportation schedule; coordinates pick-up and drop-off times with case managers, site leadership, and participants, and communicates delays or changes promptly Operates agency vehicles in a safe, defensive, and courteous manner, obeying all traffic laws, speed limits, and agency vehicle policies Ensures all passengers are seated and wearing seat belts before the vehicle moves; does not exceed vehicle seating capacity Assists participants entering and exiting the vehicle, including participants with mobility devices, and helps load and secure belongings as appropriate Transports only authorized participants and staff; does not make unauthorized stops or use agency vehicles for personal purposes Follows agency policy on mobile phone use while driving (hands-free only, or no use while the vehicle is in motion) Uses trauma-informed de-escalation techniques to manage conflict or safety concerns in the vehicle; pulls over safely and contacts the supervisor or emergency services when needed Vehicle Safety and Maintenance Completes pre-trip and post-trip vehicle inspections each shift (tires, lights, brakes, fluids, mirrors, seat belts, first aid kit, fire extinguisher) and documents results Reports maintenance needs, damage, or unsafe conditions to the supervisor immediately and does not operate a vehicle that is unsafe Maintains vehicle cleanliness inside and out at all times, including sanitizing high-touch surfaces between trips Ensures the vehicle has sufficient fuel before and during each shift and follows fuel card procedures Coordinates scheduled maintenance, smog, and registration needs with the supervisor or fleet contact Transportation Documentation and Compliance Logs all trips, passengers, and mileage accurately and in accordance with departmental and contract procedures Reports any accident, citation, vehicle damage, or in-vehicle incident to the supervisor immediately and completes required incident reports the same shift Notifies the supervisor immediately of any change in driver's license status, including suspension, restriction, or a new moving violation Maintains confidentiality of participant information, including destinations and appointment details Secondary Duties and Responsibilities: Client Service Monitor When not scheduled to drive, the Driver/CSM supports on-site operations as a Client Service Monitor.

Participant Safety and Monitoring Conducts required wellness checks to ensure participant safety and well-being Monitors participant movement, common areas, and site activity to promote safety and program compliance Conducts routine site walk-throughs and safety checks Supports contraband control and safety procedures in accordance with agency policy Responds to incidents and emergencies using trauma-informed de-escalation techniques and follows all incident reporting protocols Supports emergency responses — including medical emergencies, overdoses, and evacuations — until leadership or first responders arrive Facility Maintenance and Sanitation Assists with routine cleaning of facility areas, including restrooms, showers, and common areas, to maintain cleanliness, safety, and operational readiness Monitors hygiene and community areas and keeps resources stocked Washes, dries, and prepares towels for restroom and shower services Maintains accurate shower and restroom usage logs Participant Services and Engagement Provides direct, respectful assistance to participants, including answering questions, responding to requests, and connecting participants to appropriate staff or resources Assists with participant intake, orientation, and explanation of site guidelines as directed by management Distributes hygiene supplies and supports meal service, supply distribution, and general operational duties as assigned Documentation and Shift Operations Completes Daily Activity Reports (DARs) accurately, objectively, and in a timely manner Completes intake, exit, and case notes in HMIS where applicable Observes and reports safety concerns, maintenance issues, guideline violations, and unusual occurrences to site leadership promptly Provides support during shift pass-downs and communicates relevant updates between shifts, including transportation schedule changes Provides overnight, evening, weekend, or holiday coverage as scheduled Performs other duties as assigned 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 Ability to lead with integrity and uphold organizational mission, values, and service philosophy.

Ability to cultivate and maintain collaborative relationships with community-based organizations and external service providers. Strong Interpersonal Skills. Maintains professionalism, empathy, and sound decision-making when working in complex or emotionally challenging environments.

Qualifications

High school diploma or GED required Valid California driver's license required, with a minimum of [X] years of licensed driving experience and minimum age of [21], per agency insurance requirements Acceptable driving record per agency and insurance carrier standards required Experience transporting passengers (shuttle, paratransit, rideshare, or agency van) preferred Previous experience in homeless services, shelter operations, or social services preferred Knowledge of trauma-informed care and harm reduction principles preferred 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. Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record. Legal Eligibility to Work – Candidates must provide 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. CPR/First Aid Certification Food Handlers Certification Must have reliable transportation. Must have proof of vehicle insurance coverage. Must have a valid CA drivers license.

Ability to travel 75% of working hours 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.

The 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 vehicles in and around Los Angeles County; be able to enter various buildings that may require climbing stairs; be periodically subjected to outside environmental conditions. The employee may work in proximity to service animals and emotional support animals; use a desktop and/or laptop computer; various office 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 participants’ 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 or in crisis intervention.

EEO: HTM (Hope the Mission) 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, HTM 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, including recruiting, placement, promotion, recall, transfer, leaves of absence, compensation and training. HTM 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 HTM 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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• Fri 11:00 am - 7:30 pm