MEMBER WELCOME CENTER-NONEXEMPT

POSITION SUMMARY:

Responsible for welcoming and greeting current and prospective members, program participants and guests with an enthusiastic and energetic attitude. Provides information on current program and facility offerings. Assists with branch fund raising activities and special events.

ESSENTIAL FUNCTIONS:

1. Greet and assist all members, potential members and staff in a courteous, professional and friendly manner. Be enthusiastic towards members by learning their names and expressing an interest in their YMCA activities. Strive to enrich their YMCA experience by introducing them to new programs, staff, members and volunteer activities.
2. Answer the telephone, provide requested information, direct calls and take accurate messages.
3. Provide membership information and facility tours as needed, explaining the YMCA mission, volunteer opportunities, the Y’s Annual Campaign for Youth and Families and the Financial Assistance Program. Refer prospective members to membership office to join and make follow up contact with those who did not sign-up.
4. Provide membership and program information and requirements in an accurate and courteous manner.
5. Attend staff meetings and trainings as scheduled.
6. Follow all YMCA policies, rules, regulations and procedures, including emergency and safety procedures. Completes incident and accident reports as necessary.
7. Maintain cleanliness and organization in member welcome area.
8. Respond to members' needs. Contact appropriate personnel when necessary. Handle complaints in a courteous manner. Effectively negotiate and resolve customer service problems. Use appropriate forms to communicate concerns or praise.

YMCA LEADERSHIP COMPETENCIES:

Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development and recognition. Cultivates relationships to support fund-raising.

Collaboration: Champions inclusion activities, strategies and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.

Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

Personal Growth: Shares nes insights. Facilitates change; models adaptability and an awaremess of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Abuse Risk Management language:

Employees and volunteers who directly supervise consumers will:

• Adhere to policies related to boundaries with consumers.
• Attend required abuse risk management training.
• Adhere to procedures related to managing high-risk activities and supervising consumers.
• Report suspicious or inappropriate behaviors and policy violations.
• Follow mandated abuse reporting requirements.

Employees and volunteers who do not directly supervise consumers will:

• Adhere to policies related to boundaries with consumers.
• Attend required abuse risk management training.
• Report suspicious and inappropriate behaviors and policy violations.
• Follow mandated abuse reporting requirements.
• Adhere to job specific abuse risk management responsibilities.
  • Maintenance employees and volunteers—ensure unused rooms and closets remain locked; routinely monitor high-risk locations (locker-rooms and bathrooms), etc.
  • Front desk personnel—ensure consumers are properly signed in and signed out,ensures only authorized adults are allowed in the facility, etc.

1. Certifications required within 30 days of hire: CPR/AED, and First Aid.Must be able to demonstrate swim instructor skills in accordance with YMCA standards.
2. Excellent interpersonal and problem solving skills.
3. Ability to connect with people of diverse backgrounds.
4. Previous customer service, sales or related experience.
5. Basic knowledge of computers.