Guest Engagement

Guest Engagement Liaison

Boston, MA ( MA USA 02116)

• Guest Services

Job Type

Full-time

Description

FLSA Status : Non-exempt

Pay range : $19.62 per hour - $21.36 per hour ($40,800 per year - $44,431 per year)

Schedule : Full time

Tuesday - Saturday 630am to 230pm

Weekend and holiday schedule hours required.

Work hours may change based on the needs of the program / department and / or agency.

Job Summary :

Guest Engagements Liaisons (GELs) serve as front-line staff of the St. Francis House Day Shelter. GELs engage with guests through various in-reach activities and appropriately direct and connect guests to other support systems throughout SFH. GELs have a particular focus on guests who most often access refuge services such as shelter, meals, showers, clothing, etc., but are the least engaged in other recovery and readiness services. GELs work to encourage these guests to connect with more individualized and stabilizing services, such as housing, income, and behavioral health. GELs work collaboratively with all SFH programs and services to support guest needs.

Essential duties :

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.

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.

Requirements

Required Skills & Abilities :

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.

Education & Experiences :

High School Diploma or Equivalency required.

Proficiency in English required.

Bilingual preferred a plus.

Further education in human services a plus.

One to three years of experience working in human services with vulnerable populations.

Experienced with Microsoft Office applications (Excel, Word, Outlook) and client database programs required.

Experience working with adult homeless population preferred.

Experience with de-escalation techniques or crisis intervention preferred.

Lived experience with homelessness or recovery a plus

SFH is an Equal Employment Opportunity Employer committed to a diverse and inclusive workforce where all staff can reach their fullest potential. We welcome everyone who has lived experience of homelessness and / or recovery, and those who have faced historic barriers to competitive employment, in particular Black, Indigenous, and People of Color (BIPOC), and those

Salary : $40,800 - $44,431