Job description

PURPOSE OF POSITION:
This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The part - time Membership Supervisor (MOD) position serves as the liaison between the branch operations and the branch leadership when branch directors and coordinators are not in the building. Ensures all policies and procedures are followed at the branch.

ESSENTIAL FUNCTIONS:

• Provides excellent service to members, guests, and program participants in the Y and on the phone, contributing to member retention. Welcomes members and serves

as the point person for member feedback and complaints in the absence of other leadership staff.

• Trains and supervises assigned staff when branch leadership is not on-site ensuring all Y policies and procedures are followed including the Code of Conduct.
• Effectively address member concerns and feedback. Provide appropriate responses along with follow-up and communication to branch leadership staff. Models

relationship-building skills in all interactions.

• Oversees office functions such as petty cash, office equipment, and supplies and reports to leadership on needed purchases of supplies
• Calls and notifies members of past due accounts when assigned
• Supports assigned aspects of the annual support campaign at the branch.
• May provide administrative support to the branch executive director and other leadership staff.
• Reports to appropriate entities maintenance issues, cleaning issues or personnel concerns. Ensure incidents are handled professionally, empathetically and that all Y policies

and procedures are followed. Submits an end of shift report.

• Executes and leads emergency action plan if needed.
• Performs required pool checks and corrects staffing issues as needed ensuring that pool safety is maintained at all times.
• Can perform the duties of the membership services role if needed and also understands the role of fitness floor staff as well.
• Employee will accurately report work time via approved YMCA Clocking Method: Branch Kiosk, YMCA site phone, YMCA iPad or timesheet
• Performs other duties as assigned.

YMCA LEADERSHIP COMPETENCIES: YMCA Competencies (Team Leader):
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 the team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness 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.

QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:

• Experience with customer service, project and task management
• Some college and/or progressive work experience is desired
• Y experience in member services preferred
• Experience with membership software systems and some working comfort with standard office computer systems.

WORK SCHEDULE:
The part-time position is an opener position. Work schedule may vary per the Y’s hours of operation. Most Y’s are open 7 days a week:

Mon. – Fri. 5:00 a.m. – 8:00 p.m.
Sat. 8:00 a.m. – 6:00 p.m.
Sun. 1:00 p.m. – 6:00 p.m.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is often required to: walk the extent of the branch several times per shift, climb stairs, bend, stoop, kneel, twist,

reach with hands, sit, stand for an extended period of time or use a computer for extended periods of time and be able to communicate using a computer and phone/smart
device. The employee frequently is required to sit and reach and must be able to move around the work environment.

• The employee must occasionally lift and/or move up to 25-30 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

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