Alexander Hoffarth wasn’t prepared when Father Donald J. Planty, pastor of St. Charles Borromeo Church in Arlington, asked him to be an usher in 2020. “I viewed it as something that old people do,” Hoffarth said.
But he said yes and was in for a big surprise.
“It became such a joy,” said Hoffarth. “There’s something curious and adventurous about it. Our faith is supposed to spark our curiosity. The role of the usher is really powerful, and I didn’t realize it until I served.”
At St. Charles, ushers play a vital role in the overall welcome experience, as the diocesan Strategic Plan 2022-26 calls for in initiative number three, to “strengthen greeters and welcoming programs at every parish … and to share best practices so that every person’s experience at a parish is joyful and encouraging.”
“Initiative number three is part of the most important theme of all 23 initiatives, which is evangelization,” said Father Planty. “There are five other initiatives that speak of the importance of welcoming, evangelizing and forming people in the faith. Welcoming is crucial because that’s at the heart of evangelization.”
With five entrances at St. Charles, at least five ushers are needed to greet every Massgoer, but that’s only the beginning. “When you usher week in and week out, you notice when people are new,” said Hoffarth, who tries to talk to newcomers before or after Mass, with the goal of connecting them to the parish. “When you’re the usher, you’re the first person that someone’s going to run into and oftentimes, besides the parish priest, the last person that someone’s going to see. Our faith is so much of a relational business.”
“I often talk to my staff about the ‘customer experience,’ ” said Father Planty. “I got some pushback years ago when I first brought up that term. No, we’re not a business, but getting the information that people need from our parish churches should be as easy as ordering a book on Amazon.”
Father Planty actively participated in the 2021-24 Synod on Synodality, initiated by Pope Francis to promote listening and dialogue worldwide, by supporting diocesan synodal activity and attending the International Meeting of Parish Priests for the Synod in Rome earlier this year. At the hearts of both the diocesan welcoming push and the international synod is a warm greeting.
The pastor emphasized that the welcome experience should begin as soon as someone visits the church website or social media. Information should be accessible and attractive. “Another example is, I’m committed to having a person answering the phone when people call. Sometimes our receptionist is busy and it goes to a voicemail, but ideally, when people call a parish church, a human person answers the phone and not a recorded message,” he said.
St. Charles encompasses Arlington’s most-urban sections, which attract young adults in their 20s and 30s. After noticing how many single men were attending Mass, Hoffarth got approval from Father Planty to start a Friday night basketball league at St. Charles. “Guys don’t want more bar friends,” he said. “They’re looking for friendships with meaning and depth. What has ensued has been an incredible flourishing on Friday nights at St. Charles. Every single one of those guys is a guy that has been welcomed in and many have gone into the deep. They’ve joined men’s groups and gotten more involved in the parish and said yes when Father Planty has asked them to take on more responsibility.”
St. Anthony of Padua Church in Falls Church has a robust greeting and welcoming ministry with its Spanish language Masses, and aims to replicate it for English Masses, according to Stephanie Dannemiller, coordinator of faith formation for children and adults. “Hispanic families come to church and stay all day,” she said. “If there’s a food sale, they stay for that, or they meet for praise and worship and their kids are all running around.”
The hospitality program for English Masses remains a work in progress. “There’s definitely a need there,” said Dannemiller, who was encouraged by the positive response when she set up a greeting table outside this summer. “This is one of the things that we’re focusing on. We’ve got to do more things because there’s such a hunger out there.”
While Masses throughout the diocese are often overflowing, the Strategic Plan’s emphasis on improving welcoming programs highlights the need.
“In imitation of Jesus, we are called to welcome and embrace all God’s people,” said Bishop Michael F. Burbidge. “As a diocese, and as parishes, such welcoming includes pastoral outreach to those who are new to the church or parish community, those who have wandered from the faith, or those who are discovering Catholicism for the first time. It is encouraging to me to know the many ways our parishes and campus ministries are inviting and welcoming people into the fold, and it is my hope and prayer that this initiative continues in creative and effective ways throughout our diocese.”
