Guest Engagement Liaison

St. Francis House; Boston (MA); On-site; USD 27,552 - 30,307; Full time

Benefits offered by this job

Health benefits

4 weeks vacation

13 holidays

Life and disability insurance

403(b) retirement plan with 5% match

Job summary

St. Francis House in Boston seeks a Guest Engagement Liaison to join the Day Shelter team. GELs greet guests, guide them to programs, and help with enrollment and screening, collaborating with behavioral health, housing and workforce staff to address guest needs.

You will monitor service usage, share community resources, document interactions in HMIS, and participate in special projects. This role requires kindness, strong communication, and the ability to stay organized in a fast-paced

Qualifications

• Requires high school diploma or equivalent.
• Proficiency in English is required.
• Fluency in Spanish or Haitian Creole is a plus.
• Further education in human services is a plus.
• Experience with Microsoft Office and client databases is required.
• Experience working with adults experiencing homelessness preferred.
• De-escalation or crisis intervention experience preferred.
• Lived experience with homelessness or recovery is a plus.

Responsibilities

• Establish a welcoming, positive, inclusive environment for guests.
• Orient and direct guests to programs and services.
• Enroll and screen new guests; refer to supportive services.
• Monitor guest usage and enforce service limitations.
• Promote services by distributing informational materials.
• Provide guests with community resource information.
• Document interactions in HMIS accurately and timely.
• Collaborate with Guest Services team and senior staff on projects.

Skills

Patience and compassion

Verbal and written communication

Interpersonal and customer service

Fast-paced environment

Diversity awareness

Community resources knowledge

Task prioritization

Leadership

Education

High school diploma or equivalent

Proficiency in English

Fluency in Spanish or Haitian Creole (a plus)

Further education in human services (a plus)

Tools

Microsoft Office

Client database programs

Job description

FLSA Status: Non-Exempt. Schedule: Full-time; Tuesday - Saturday; 6:30 AM - 2:30 PM.

Salary Range: $20.41 - $22.22 per hour.

St. Francis House, founded in 1984, is the State’s largest provider of day services for individuals at risk of or experiencing homelessness. Located in downtown Boston, we serve over 500 adults daily, offering holistic support in housing, income, behavioral health, and more. This role offers a dynamic opportunity to join an interdisciplinary team dedicated to addressing this public health crisis.

Benefits

Up to 90% of premium contributions to Harvard Pilgrim Health Care or Atlus dental insurance, 4 weeks of vacation, 13 holidays per year, employer‑paid life and disability insurance, a vested 403(b) retirement plan with 5% match, and additional benefits.

Job Summary

Guest Engagement Liaisons (GELs) serve as front‑line staff at the St. Francis House Day Shelter. GELs engage guests through in‑reach activities, direct them to support services, and encourage participation in stabilization programs. They collaborate closely with all SFH programs to meet guest needs.

Essential Duties and Responsibilities

• Establish and maintain a welcoming, positive, inclusive, and respectful environment for all guests.
• Orient and direct guests to all programs and services, ensuring effective navigation.
• Perform comprehensive enrollment and screening of new guests; refer to internal supportive services such as behavioral health, case management, workforce development, and housing.
• Monitor and track guest usage of Day Shelter services, greeting and scanning at entry points, and collaborate with CES team to enforce service limitations or suspensions.
• Promote services by posting and distributing informational materials.
• Provide guests with community resource information.
• Document interactions, incidents, and alerts in the HMIS system accurately and in a timely manner.
• Collaborate with Guest Services team to provide coverage and additional engagement as needed.
• Communicate proactively about hard‑to‑reach guests using public alert system and HMIS updates.
• Facilitate recreational and group activities organized by Guest Services.
• Collaborate with Guest Services Manager and senior staff on special projects and provide feedback on agency priorities.
• Support special projects identified by the agency or in response to citywide homeless initiatives.
• Work a floating schedule to support staff across the building.
• Perform additional duties as assigned.
• Adhere to agency code of conduct.

Requirements

• Patience and compassion.
• Ability to thrive in a fast‑paced, stressful environment.
• Ability to build relationships with people from diverse backgrounds.
• Excellent verbal and written communication skills.
• Knowledge of community resources for at‑risk populations.
• Strong interpersonal and customer service skills.
• Exceptional organizational skills with attention to detail.
• Flexibility to prioritize and switch tasks quickly.
• Leadership skills with a hands‑on, lead‑by‑example style.
• Strong work ethic and punctuality.
• Strong analytical and problem‑solving skills.

Education & Experience

• High school diploma or equivalent (required).
• Proficiency in English (required).
• Fluency in Spanish and/or Haitian Creole (a plus).
• Further education in human services (a plus).
• Experience with Microsoft Office (Excel, Word, Outlook) and client database programs (required).
• Experience working with adult homeless populations preferred.
• Experience with de‑escalation techniques or crisis intervention preferred.
• Lived experience with homelessness or recovery (a plus).

Work Activity & Environment

• Weekend and holiday schedule hours required; work hours may shift as program needs dictate.
• Ability to sit at a desk, answer phones, wait on people, and work on a computer for prolonged periods.
• Ability to lift up to 10 pounds at times.

Ability to stand and move throughout a multi‑level building continuously.

Ability to operate computer and office equipment such as copy machine and two‑way radio.

Additional Information

If you are ready to make a lasting impact in the lives of others, please complete our application process.

SFH is an Equal Employment Opportunity Employer. We are committed to fair and equitable employment practices and to fostering a workplace where all employees are respected, supported, and able to grow. In support of our mission, we encourage individuals from all backgrounds to apply, including those with lived experience of homelessness or recovery and those who have faced barriers to employment. We value the range of experiences and perspectives that strengthen our work in the community.

Reasonable accommodations may be made to enable individuals with disabilities to perform these duties.

This job description is subject to change and does not restrict management’s right to assign or reassign duties and responsibilities to this job at any time.