YMCA OF THE EAST BAY Position Description Position Title: Reports To: Branch: Department: FLSA Status: Effective : Director of Membership Branch Operations Director Hilltop Family YMCA Membership Exempt Immediate GENERAL FUNCTION Under the supervision of the Branch Operations Director, the Director of Membership is responsible for membership programs and services at the Hilltop Family YMCA. The Director is responsible for assisting in development of and adherence to budgets, revenue generation, marketing for programs and services, and the development and implementation of cost controls if necessary. The Director must have excellent communication skills, both written and verbal. The Director is part of the Management team and must have interpersonal skills to effectively achieve goals across departmental boundaries. The Membership Director will be responsible for active participation in the Annual Partner s Campaign, which requires recruitment of volunteers to help meet financial goals. QUALIFICATIONS AND EXPERIENCE 1. A minimum of 3-5 years of YMCA experience or equivalent. 2. Must have management proficiency, leadership development capabilities, be skilled in conflict resolution, fiscal administration, communication, public relations, marketing, volunteer development, supervision, team building, fundraising and program planning and development. 3. Current (or ability to attain) CPR/ AED and First Aid certifications. 4. Visual and auditory ability to respond to critical incidents and the physical ability to act swiftly in an emergency. 5. All employees are considered to have a supervisory or disciplinary action relationship over minors. Fingerprints will be taken upon commencement and will be submitted to the Association Office human resources department prior to beginning the first day of work. Employees may be rechecked every two years. POSITION COMPENTENCIES Supports the Mission and Values of the YMCA: models and teaches the intended outcomes and displays the YMCA values and mission; is fair, responsive and caring. Supports and Leads the Vision and Direction of the YMCA: is innovative and implements new ideas; helps others view changes as an opportunity to better achieve the YMCA mission; builds and monitors operating plans to support the branch strategic goal.
Builds Community: demonstrates commitment to the role of volunteerism; builds community and collaborations through work with committees; facilitates connections between and among members and to the YMCA; models effective member relationship management techniques; coaches and empowers others to facilitate the matching of member s interests with YMCA opportunities in order to promote program and volunteer involvement over time. Ensures a Quality Experience for Members: ensures that staff is providing quality experiences for members that exceed expectations; identifies and develops better ways to involve members Provides Effective Team Leadership: accepts accountability for self and group; regularly communicates program and branch goals to staff members; appropriately delegates tasks to team members that aid in their development; develops and recognizes the effort and achievement of people; ensures that standards, policies and procedures are met; possesses organizational skills and ensures that deadlines are consistently met; creates and implements performance standards with staff; engages in problem solving/manages conflicts; ensures that each staff member has a well thought out staff development plan; fosters an environment that encourages work/life balance. Uses Effective Inter-Personal Behavior; Communicates Effectively: ensures that all members, including staff feel welcome and supported; is fair, responsive and caring; listens actively and genuinely to find and help members and staff meet their needs or to resolve conflicts; gives clear feedback to staff and others; oral presentations are effective and show preparation; written communications are clear, concise and effective; promotes staff development, performance improvement in a value based environment. Effectively Manages Resources: shares as many resources as possible with other departments and/or branches; budgets effectively for anticipated and unanticipated resource requirements; prioritizes resource allocation based on actual need and importance; has ability to monitor budgets and implement cost control measures if and when budgeted goals are not being met, utilizes information technology effectively to carry out job responsibilities; ensures staff is utilizing information as a tool to improve member relationship management; ensures staff are maintaining accurate and up to date information an all members. Fiscal Management 1. Leads the development and control of long and short-term program budgets designed to support branch strategic plan. 2. Completion of financial variance reports monthly to supervisor with cost control plans. Manage forecasts to meet operating plan. 3. Maintains systems for variance analysis, revenue and expense monitoring and control within specific programs supervised. Key Result Indicators Include: Achieving budgeted goals through maximizing the acquisition of membership to build revenue and controlling costs associated with the program and department budgets. Financial Development 1. Supports a year round fund raising program that includes the Annual Partner s Campaign and special events. 2. Responsible for the recruitment of volunteers to assist in this fund raising effort.
3. Creates member involvement opportunities on a year round basis to support annual fundraising goals including year round volunteer recruitment and Board Committee involvement. 4. Trains staff and volunteers to be successful in reaching annual financial development goals. 5. Understands and can tell the case for the Downtown Oakland YMCA s Annual Partner s Campaign to volunteers and community partners. Key Result Indicators Include: increase of total: member households giving; number of volunteer campaigners recruited; percentage of returning volunteer campaigners and meets or exceed financial development goals. Volunteer Development 1. Recruitment of volunteers. 2. Development and recruitment of volunteers that may benefit the Y programs and services and ultimately the Y members. Key Result Indicators Include: Increase in volunteer participation, increase in community awareness, increase in donors and potential donors. Committee work meets goals of branch strategic plan. Staff Development 1. Recruit and hire staff using screening tools, panel interviews and mission based sales objectives to gain the best possible fit with our members and guests. 2. Ensure staff completes New Employee Orientation within 60 days of hire, Child Abuse Prevention on or before the first day of work and complete the appropriate new hire checklists within 90 days. 3. Provide direct supervision to program staff, assuring that all staff are qualified, certified and are meeting minimum performance standards for their position. 4. Provide coaching to those staff that need to improve their performance. 5. Review and evaluate staff and volunteer performance once a year. 6. Provide positive and corrective feedback to staff on regular basis, holding all staff accountable for their work responsibilities. Along with supervisor, utilize progressive discipline systems to terminate employees when necessary. 7. Provide training for staff and volunteers on an on-going basis through staff meetings, personal consultations, special courses and workshops. 8. Hold monthly department staff meetings, at a minimum. 9. Ensure that all job descriptions and performance standards are accurate, current and on file for all employees. 10. Create staff development and training plans with follow through for completion. 11. Develop and implement a staff satisfaction program to ensure high staff morale, high staff retention, and improved ratings on the annual staff satisfaction survey. Key Result Indicators Include: 100% of new hires complete New Employee Orientation Program; 100% of new hires selected from a formal panel interview process; increase staff retention, increase staff satisfaction and member satisfaction as rated on annual Seer surveys.
Program Operations and Development 1. Participate in a leadership role (when directed by Supervisor) in appropriate program areas. 2. Building, managing and promoting the sales process to ensure that department sales goals are met. Currently this process is the Mission Sales process. 3. Integration and improvement of administrative processes within the membership department to ensure that information is available and provided to the Branch and Association on a timely basis. 4. Development of programs that meet the Y mission, our strategic plan and serve the members and our communities needs. 5. In consultation with the program committee, continually evaluate program areas to ensure outcomes align with the needs of the community and the branch strategic plan. 6. Ensure accurate and professional delivery of Y programs and facility information, policies, etc., along with Y mission and values to all guests, prospective members, and facility members by all staff and volunteers. 7. Develop effective communication via signage, website, e-mail, etc. Key Result Indicators Include: Increase in membership within program areas and increase in member retention and satisfaction. Member Relationship Management 1. Create promotional campaigns throughout the year to encourage a) companies to promote the YMCA within their business, and b) individuals to join the YMCA. 2. Create and promote internal member-to-member campaigns. 3. Be involved directly in giving tours to prospective members, asking them to join, and following up with them if they need more time. Ensure that all prospective members receive follow-up. 4. Train front desk staff to give quality tours, and effectively close new members and transition them to the member services & involvement staff. Track closing and follow-up rates. 5. Supervise and train membership development staff, which will provide tours, close sales, and follow-up with individuals who do not immediately sign-up. 6. Serve on the branch management team and provide insight and input to all areas of the operations of the branch. Provide insight into the opinions of prospective members. 7. Be involved in the Annual Campaign and other selected events and organizations external to the YMCA that will promote the Y to the greater West Contra Costa community. 8. Work with the Hilltop YMCA staff on any promotions that may benefit both branches, and serve as a resource to the branch as needed and appropriate. Work with the broader YMCA of the East Bay staff on issues of membership development or as assigned by the Branch Operations Director. 9. Develop and manage department budget. 10. Attend trainings within, and outside, the YMCA system that will increase job performance. 11. Create a membership development committee who will serve as a resource, sounding board, help gain entrée into corporations. 12. Perform other duties as required by the Branch Operations Director or Regional Executive Director. Key Result Indicators Include: Design and implementation of systems to efficiently administer the needs of Hilltop Family YMCA. Increase in member retention and satisfaction as reflected in monthly retention reports and improved ratings as measured by the annual Seer Analytics Membership Survey.
Planning Administration and Branch/Association Responsibility 1. Maintains a high level of quality programs and member services, and articulates expectations to staff clearly and consistently. 2. Aligns the work of staff and volunteers to the branch and Association s strategic plan. 3. Programs comply with all Association and branch specific policies and procedures. 4. Meets all reporting deadlines. 5. Participate in Association and branch activities and events. 6. Keeps website information current for specific program areas. 7. Engaged member of the staff management team attending weekly meetings. KEY RESULTS AREA Risk Management and Branch Safety 1. Meets Association standards for safety and risk management. 2. Acts as the eyes and ears of the Association and proactively works to reduce risk in the nranch and Association. 3. Works as a liaison to communicate observed risk to Directors. Key Result Indicators Include: 100% compliance to all safety policies and rules, decrease in staff injuries, Top ratings on Association-wide safety audits. EFFECT ON END RESULT This position has primary impact on the overall effectiveness with which the Hilltop Family YMCA accomplishes its goals and objectives in service to our communities. The Membership Director also has primary impact on the community s understanding of the total YMCA movement. ACKNOWLEDGMENT I have read and understand the YMCA s job description for the Membership Director position. I pledge to fulfill my responsibilities and understand any infraction of policy or neglect on my own part may result in disciplinary action, including termination of employment. Employee Signature Supervisor Signature Executive Director