Guest Engagement Liaison

Saint Francis House Inc • Boston, MA

8d • $20 - $22 • Onsite

About The Position

St. Francis House is seeking a Guest Engagement Liaison (GEL) to serve as front-line staff for their Day Shelter. GELs are responsible for engaging with guests through various in-reach activities and connecting them to support systems within St. Francis House. The role focuses on guests who primarily use refuge services (shelter, meals, showers, clothing) but are less engaged in recovery and readiness services. GELs will encourage these guests to connect with more individualized and stabilizing services like housing, income, and behavioral health, working collaboratively with all SFH programs and services to meet guest needs.

Requirements

• Patience and compassion.
• Ability to function well in a fast-paced and stressful environment.
• Ability to make connections and build relationships with people from a diverse and challenging background.
• Good communication skills both verbally and written.
• Knowledge of community resources for at-risk populations.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills with attention to detail.
• Flexibility to prioritize and switch tasks quickly.
• Leadership skills with a hands-on, lead-by-example work style.
• Strong work ethic and punctuality to work on schedule.
• Strong analytical and problem-solving skills.
• High school diploma or equivalent required.
• Proficiency in English required.
• Experienced with Microsoft Office applications (Excel, Word, Outlook) and client database programs required.

Nice To Haves

• Bilingual in Spanish and/or Haitian Creole a plus.
• Further education in human services a plus.
• Experience working with adult homeless population preferred.
• Experience with de-escalation techniques or crisis intervention preferred.
• Lived experience with homelessness or recovery a plus.

Responsibilities

• Establish and maintain a welcoming, positive, inclusive, and respectful environment for all SFH guests.
• Orient and direct guests to all SFH programs and services, ensuring they can effectively navigate the building and understand all service options.
• Perform comprehensive enrollment and screening of all new guests and refer to internal supportive services, such as (Behavior Health) clinical and case management services, recovery resources, workforce development, and housing needs for homeless adults.
• Monitor and track guest usage of Day Shelter services, greeting and scanning at various entry points, and collaborating with CES team to ensure any service limitations or suspensions are enforced.
• Promote SFH services by posting and distributing brochures, pamphlets and other materials regarding services.
• Provide guests with information on other resources in the community.
• Document interactions with guests, incidents, alerts, etc. in the HMIS system ensuring all documentation is entered accurately and in a timely manner.
• Work collaboratively with other team members within the Guest Services Department to provide coverage and further engagement with guests as needed.
• Proactively communicate with teammates regarding hard to reach-guests presence in the building using public alert system and monitoring HMIS for any important updates.
• Facilitate recreational and group activities organized by the Guest Services Department.
• Collaborate with Guest Services Manager and senior members of the Day Shelter to monitor progress on special projects and provide feedback on agency priorities.
• Support special projects as identified by the agency and/or in response to citywide homeless initiatives.
• Work on a floating schedule to support Guest Services staff throughout the building.
• Perform other duties as assigned.
• Adhere to agency code of conduct.

Benefits

• Up to 90% of individual insurance premiums paid for Harvard Pilgrim Health Care health insurance
• Up to 90% of individual insurance premiums paid for Atlus dental insurance
• 4 weeks of vacation
• 13 holidays recognized per year
• Employer – paid life insurance
• Employer – paid disability insurance
• Vested 403b retirement with 5% match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED