Guest Engagement Supervisor

Guest Engagement Supervisor

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 for 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!

The Guest Engagement Supervisor plays a key leadership role in creating a welcoming, safe, and engaging environment for guests. This position oversees Guest Engagement Liaisons and volunteers, ensuring high-quality service delivery across key access points including the Resource Desk, Front Desk, showers, phones, computers, and scanning services.

This role combines staff supervision, program coordination, and operational oversight, while modeling compassionate, trauma-informed engagement with guests.

Supervisory Responsibilities:

• Supervise, coach, and support Guest Engagement Liaisons and assigned volunteers.
• Lead hiring, onboarding, training, and performance management of staff.
• Provide regular supervision, feedback, and professional development support.
• Address performance concerns in alignment with agency policies.

Essential Duties/Responsibilities:

• Foster a welcoming, respectful, and engaging environment for all guests.
• Model professional, trauma-informed interactions and maintain appropriate boundaries.
• Ensure consistent service delivery across all Guest Services areas.
• Support guests in accessing resources, information, and services.
• Oversee daily operations of guest-facing services (front desk, resource desk, showers, phones, computers, scanning).
• Develop and maintain policies, procedures, and workflows.
• Ensure accurate use of the guest database for tracking services and engagement.
• Manage scheduling to ensure appropriate staffing coverage.
• Plan and coordinate workshops, groups, and engagement activities.
• Collaborate with internal teams and external partners to deliver programming.
• Ensure activities reflect guests' needs and stages of change Work closely with Community Engagement & Safety, Facilities, IT, and other departments.
• Partner with the Volunteer Services Coordinator to recruit and support volunteers.
• Maintain clear communication across teams to ensure smooth guest flow.
• Manage supplies, inventory, and purchasing within budget guidelines.
• Coordinate vendor services (e.g., laundry/towel services).
• Maintain positive relationships with donors and vendors.
• Approve staff timesheets and manage scheduling.
• Track budgets and expenses.
• Participate in leadership meetings and trainings.
• Perform additional duties as assigned.

Requirements:

• Strong commitment to serving individuals experiencing homelessness.
• Ability to lead with empathy while maintaining structure and accountability.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong organizational and time-management abilities.
• Ability to prioritize and adapt in a fast-paced environment.
• Demonstrated problem-solving and critical-thinking skills.
• Cultural humility and ability to build relationships across diverse backgrounds.
• Proficiency in Microsoft Office and database systems.

Education and Experience:

• High School Diploma or equivalent required.
• Associate or bachelor's degree in human services or related field preferred.
• Minimum 2 years of experience working with vulnerable populations.
• Experience with trauma-informed, recovery-oriented, person-centered care.
• Experience working with individuals facing homelessness, mental health, and substance use challenges.
• Bilingual (Spanish) preferred.
• Lived experience with homelessness or recovery is a plus

Work Environment & Activity:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift to 50 pounds at times.
• Prolong standing and moving throughout multi-level buildings.
• Constantly operate computers and other office machinery, such as a calculator, copy machine, computer printer, 2-way radio.
• Regular schedule is 8 hours per day, Monday-Friday between the hours of 6:30 am and 2:30 pm.
• Work hours may change based on the needs of the program/ department, and/ or agency.
• Weekend and holiday schedule hours may be required.

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.

Salary Description $26.56 - $29.22 Per hour; 40 hours a week