Program Assistant - Case Management

St. Francis House; Boston (MA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Paid time off

401(k) with match

Life & disability insurance

Job summary

St. Francis House, located in downtown Boston, seeks a Program Assistant to support the case management team and front desk operations. The role focuses on coordinating daily patient flow, documenting services, and ensuring smooth administrative processes in a fast-paced environment.

Ideal candidates will have strong Microsoft Office skills, experience with HMIS systems, and a commitment to trauma-informed, person-centered care for individuals experiencing homelessness.

Qualifications

• High School diploma or equivalent.
• Bilingual in Spanish or Haitian Creole strongly preferred.
• Experience providing direct services to homeless individuals.
• Experience providing office management/administrative support in a fast-paced setting.
• Proficient in Microsoft Office platforms (Outlook, Teams, Word, Excel, and Power Point).

Responsibilities

• Welcomes guests and determines appointment needs.
• Manages front desk communications and updates case management staff.
• Maintains organized, safe waiting area.
• Coordinates with external agencies and teams.
• Prepares intake packets and privacy forms for new enrollments.
• Supports managers with invoices and purchasing.
• Ensures forms are available in multiple languages.

Skills

MS Office

HMIS databases

Spanish/Creole

Customer service

Communication

Teamwork

Organizational skills

Problem-solving

Education

High School diploma

Tools

DND Warehouse

Client Track

ETO

Microsoft Teams

Multi-line phones

Gridium

Job description

Description

Hourly Range: $21.73 - $23.91 per hour

FLSA Status: Non-Exempt

Schedule: Full-time; Monday - Friday; 7:30AM - 3:30PM

Homelessness is a public health, social and racial justice issue!

Since 1984, St. Francis House has committed itself to healing the wounds of those impacted by an inequitable society and breaking down the barriers, including systemic racism that prevent all people from living lives of dignity.

St. Francis House is the State’s largest provider of day services supporting people who are at risk of or are experiencing homelessness. Located in the heart of downtown Boston, we compassionately welcome nearly 500+ adults through our doors every day who are seeking a safe and dignified refuge and opportunities to rebuild their lives. Our holistic approach allows us to deepen our impact by offering integrated programing that helps our guests achieve stability in the areas of housing, income, and behavioral health. Joining our team would provide you a dynamic opportunity to work with an interdisciplinary team of providers dedicated to solving this public health crisis.

We offer an extensive Benefits package! Up to 90% of individual insurance premiums paid for Harvard Pilgrim Health Care health insurance & Altus dental insurance, 4 weeks of vacation and 13 holidays recognized per year, employer – paid life & disability insurance, a vested 403b retirement with 5% match, and much more!

Job Summary

The Program Assistant position is a dynamic role that supports all of the guest facing work we do at St. Francis House. The Program Assistant reports to and works directly with the Manager of Case Management and the Director of Behavioral Health. The Program Assistant supports the case management team through administrative and workflow support. This position assists in stabilizing homeless and vulnerable individuals by coordinating the busy front desk of our case management program and supporting general operations throughout the day.

Essential Duties/Responsibilities

• Welcomes guests and visitors, determines nature of appointment, and alerts relevant personnel.
• Updates guests-facing staff daily case management service changes via email, teams, and radio.
• Monitors the waiting area and makes sure that the space is organized and safe.
• Collaborates proactively with colleagues within Behavioral Health and across SFH.
• Coordinates team meeting agendas with the Manager.
• Coordinates with external agencies to exchange resources, service updates, plan quarterly meetings, etc.
• Coordinates with Boston Shared Network staff, submitting necessary forms and requesting MA ID voucher restock.
• Maintains ordering, tracking, and distribution of monthly MBTA passes.
• Keeps record of MA ID vouchers requests, issuance and upload request forms in HMIS database.
• Conducts inventory and ordering of office supplies for the Case Management Team.
• Supports Manager in maintaining invoices and receipts of all purchases and submitting to finance department.
• Supports case managers in implementing workflow and communicating any issues within the team as needed.
• Participates in the case management team meeting as scheduled.
• Coordinates with maintenance team by submitting moving & repairs request in Gridium.
• Coordinates with the Lawyers Clearinghouse and sets up office space for the lawyers to meet with guests.
• Supports manager in developing and organizing other relevant clinic services as needed.
• Ensures that St. Francis House forms for guests are available in multiple languages.
• Creates and post flyers for relevant upcoming events.
• Maintains up to date knowledge and communications of St. Francis House programs and services to provide guests appropriate information and guidance.
• Uses client database to coordinate care and alerts.
• Schedules and triages Case Manager of the Day appointments throughout the morning.
• Notifies impacted guests of a Case Manager’s absence and attempts to reschedule when able.
• Prepares intake packets and Notice of Privacy and Practice forms for new enrollments.
• Keeps up to date housing applications of any lotteries or opportunities (%30 AMI) websites.
• Ensures accurate listing of available shelters.
• Maintains the Case Manager of the Day Reference Binder with up-to-date forms and information.
• Adheres to agency code of conduct.
• Performs other duties as assigned.

Requirements

Required Skills & Abilities

• Proficiency in Microsoft Office Suite platforms (Outlook, Team, Word, Excel, Power Point).
• Experienced with HMIS databases (DND Warehouse, Client Track, ETO, etc.).
• Self-directed with the ability to work both independently and as part of a team.
• Warm, welcoming, positive, enthusiastic demeanor.
• Reliable, dependable, flexible and ready to jump in to assist.
• Proficiency in English.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills with attention to detail.
• Ability to function well in a fast-paced and stressful environment.
• Basic understanding of and commitment to taking a person-centered, recovery-oriented, and trauma-informed approach.
• Strong analytical and problem-solving skills.

Education & Experiences

• Bilingual in Spanish or Haitian Creole strongly preferred.
• High School diploma or equivalent.
• Further education in human services a plus.
• Experience providing direct services to homeless individuals.
• Experience providing office management / administrative support in a fast-paced setting.
• Experience with multi-line phone system/s.
• Experience working at the front desk.
• Experience in customer service.
• Proficient in Microsoft Office platforms (Outlook, Teams, Word, Excel, and Power Point).
• Lived experience preferred.

Work Environment & Activity

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift and carry 10-20 pounds independently.
• Frequently moving throughout multi-level building.
• Constantly operate computers and other office machinery, such as copy machines, computer printers, projectors.

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.

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.