Program Assistant - Case Management

Saint Francis House Inc • Boston, MA

5d • $22 - $24 • Onsite

About The Position

The Program Assistant supports guest-facing services at St. Francis House by providing administrative and workflow support to the case management team. The role helps stabilize people experiencing or at risk of homelessness by coordinating the case management front desk and supporting daily program operations. The position works directly with the Manager of Case Management and the Director of Behavioral Health and collaborates with colleagues across the organization and with external agencies.

Requirements

• High school diploma or equivalent.
• Proficiency in English.
• Proficiency in Microsoft Office platforms, including Outlook, Teams, Word, Excel, and PowerPoint.
• Experience with HMIS databases, such as DND Warehouse, Client Track, or ETO.
• Ability to work independently and as part of a team.
• Excellent verbal and written communication, interpersonal, customer service, and organizational skills, with attention to detail.
• Ability to function in a fast-paced and stressful environment.
• Basic understanding of and commitment to a person-centered, recovery-oriented, and trauma-informed approach.
• Strong analytical and problem-solving skills.
• Warm, welcoming, positive, and enthusiastic demeanor; reliability, dependability, flexibility, and willingness to assist.
• Experience providing direct services to homeless individuals.
• Experience providing office management or administrative support in a fast-paced setting.
• Experience with a multi-line phone system, front desk work, and customer service.
• Ability to sit at a desk and work at a computer for prolonged periods, lift and carry 10–20 pounds independently, and move frequently throughout a multi-level building.
• Ability to operate computers and office machinery, including copy machines, computer printers, and projectors.

Nice To Haves

• Bilingual in Spanish or Haitian Creole.
• Further education in human services.
• Lived experience.

Responsibilities

• Welcome guests and visitors, determine the nature of their appointments, and alert relevant personnel.
• Communicate daily case management service changes to guest-facing staff through email, Teams, and radio.
• Monitor and maintain an organized and safe waiting area.
• Collaborate with colleagues in Behavioral Health and across St. Francis House.
• Coordinate team meeting agendas with the Manager and participate in scheduled case management team meetings.
• Coordinate with external agencies to exchange resources, share service updates, and plan quarterly meetings.
• Coordinate with Boston Shared Network staff, submit necessary forms, and request Massachusetts ID voucher restocks.
• Order, track, and distribute monthly MBTA passes.
• Track Massachusetts ID voucher requests and issuance, and upload request forms to the HMIS database.
• Inventory and order office supplies for the Case Management Team.
• Assist the Manager with purchase invoices and receipts and submit them to the finance department.
• Support case managers in implementing workflows and communicate team issues as needed.
• Submit moving and repair requests through Gridium in coordination with the maintenance team.
• Coordinate with the Lawyers Clearinghouse and arrange office space for lawyers to meet with guests.
• Assist the Manager in developing and organizing other relevant clinic services.
• Ensure guest forms are available in multiple languages and create and post flyers for upcoming events.
• Stay current on St. Francis House programs and services and provide guests with appropriate information and guidance.
• Use the client database to coordinate care and alerts.
• Schedule and triage Case Manager of the Day appointments throughout the morning.
• Notify affected guests when a Case Manager is absent and attempt to reschedule appointments when possible.
• Prepare intake packets and Notice of Privacy and Practice forms for new enrollments.
• Keep current on housing application lotteries and opportunities for people at 30% AMI.
• Ensure shelter listings are accurate and maintain the Case Manager of the Day Reference Binder with current forms and information.
• Adhere to the agency code of conduct and perform other duties as assigned.

Benefits

• Up to 90% of individual health insurance premiums paid for Harvard Pilgrim Health Care health insurance.
• Altus dental insurance.
• Four weeks of vacation.
• Thirteen recognized holidays per year.
• Employer-paid life and disability insurance.
• Vested 403(b) retirement plan with a 5% employer match.

What This Job Offers

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