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YMCA of Regina

YMCA of Regina . New Staff Orientation. Welcome. Welcome to the YMCA team!

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YMCA of Regina

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  1. YMCA of Regina New Staff Orientation

  2. Welcome Welcome to the YMCA team! It is my pleasure to welcome you to the YMCA of Regina. Our YMCA is a unique organization that serves the entire community of Regina in a wide variety of ways. It is my sincere hope that you have an enjoyable, successful work experience. Our mission is to help people grow in Spirit, Mind, and Body. This YMCA mission relates to how we deal with our members as well as our staff. Please feel free to speak to me or your Supervisor at any time if you require assistance or information. Thank you for joining the YMCA of Regina staff team!! Sincerely, Randy Klassen

  3. Information All YMCA team members are required to: • Participate in staff training sessions • Take responsibility for your own training, asking questions, learning • Provide a current criminal reference check within 7 weeks of placement • Provide current CPR and First Aid certificates • Attend regularly scheduled team member meetings and training events Your first six months are probationary and there will be regular reviews during this time to discuss your progress. If you have not been given any feedback, ask your supervisor for some. Regardless of performance, your employment is contingent on member participation and registration. If required levels of registration are not achieved then employment may be reduced. Remember to see Human Resources for your New Staff Package.

  4. YMCA Staff Structure

  5. YMCA of ReginaOur Programs & Services • Perinatal Programs • Pre-natal Classes • Counseling • Pre & Post Natal Fitness • YMCA ChildCare • 4 ChildCare centres • 20 Before & After Schools • YMCA TA-WA-SI Wilderness • Northern Canoe trips • Rental Groups • * Programs and services are continually changing and evolving. This current list represents the majority of our programs and services • Membership • Health, Fitness, Recreation (HFR) Membership Services • Personal & Group training • Track /Pool & Small pool • Squash & Racquetball • Youth & Leaders Programs • Community Dev & Outreach • HPS – Homelessness Prevention Strategy • Tomorrow’s Leaders • Preschool Programs • Kiddie Care - Babysitting • Indoor Playground • Playschool • Daycare • Massage Therapy

  6. What’s different about the YMCA? The YMCA is a Charity It has a Mission Statement & Values High Quality of Service High Quality Program Delivery Facility is Clean & Well-Maintained

  7. What’s different about the YMCA? We will be covering 6 Topics: 1. YMCA as a Charity 2. Priority: S.A.M. 3. Clean Culture 4. Mission & Values 5. 100% Concept 6. Common Image

  8. New Staff Orientation 1. YMCA as a Charity

  9. What is a Charity? • Any Association or Organization that does one or more of the following: • Relief of Poverty • Advancement of Religion • Advancement of Education • Other Purposes Beneficial to the Community As A Whole

  10. What is Expected of a Charity? • All Resources Devoted to Charitable Activities • Income Cannot be Used for Personal Benefit of Members, Shareholders or Trustees • Cannot Participate in Partisan, Political Activities • Cannot Operate a Business Unrelated to Charitable Objects for Sole Purpose of Generating Financial Resources • Must be Open and Broadly Representative of the Community

  11. Key Concepts for YMCA Staff and Volunteers • The YMCA is a Charity • The YMCA is Open to All • The YMCA Mobilizes People to Volunteer Time and Give Money to Better the Community • The YMCA Draws Its Financial Support From Many Sources • All YMCA Programs Are Charitable Because They Are of General Benefit to the Community

  12. Charity Summary • How do we help our Community understand that everything we do is Charitable and see the YMCA as a Deserving Charity? • By Sharing our Success Stories

  13. New Staff Orientation 2. Priority: S.A.M. Program

  14. Priority: S.A.M. • Priority S.A.M. is acronym for • Serving • Annual • Members

  15. Priority: S.A.M. The Priority S.A.M. program has Seven Membership Standards • Convenience for Members • Clean • Well maintained • Safe • Friendly, welcoming and fun • Enhances Spirit, Mind & Body • Emphasizes YMCA Core Values

  16. Priority: S.A.M. Standards • Seven Main Standards • Hundreds of Detailed Ones Evaluation • Self Appraisals, annual • Peer Reviews, every two years • Member Surveys, every two years • External Review Action Plans • Centre-specific actions plans developed based on evaluations

  17. Priority: S.A.M. Support Resources • E-Lab Website Database • National Training Sessions • S.A.M. Express Trainings • YMCA Canada Support

  18. New Staff Orientation 3. Clean Culture

  19. Clean Culture Five Elements in Providing a Facility that Meets or Exceeds Members’ Expectations 1. Well-trained staff. 2. Proven asset management programs or systems 3. Appropriate equipment. 4. Adequate financial resources. 5. Number 5 is the most important one. What is it?

  20. Clean Culture Five Elements in Providing a Facility that Meets or Exceeds Members’ Expectations 1. Well-trained staff. 2. Proven asset management programs or systems 3. Appropriate equipment. 4. Adequate financial resources. 5. A Commitment from all staff to a clean & well maintained culture.

  21. We are a Team & Cleaning is Everyone’s Job “ Cleanliness, for our YMCA, is the most important issue. We start there. It’s my job. It’s everybody’s job in this Y to keep all of our facilities clean. This includes offices, back areas as well as all member areas.” Randy Klassen YMCA CEO

  22. Team Definition A group of individuals, with identified roles and responsibilities, working toward a common goal.

  23. That’s Not My Job This is a story about four people named Everybody, Somebody, Anybody and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that, because it was Everybody’s job. Everybody thought Anybody could do it, but Nobody realized that Everybody blamed Somebody when Nobody did what Anybody could have.

  24. Looking at our YMCA through Members’ Eyes “I guess one of the main reasons why it’s good for the staff to be able to look through the eyes of the member on a regular basis is so they can see the kind of things that members might be concerned about or the good things that we’re doing as well.” YMCA Staff Member

  25. Looking at our YMCA through Members’ Eyes 1. What do you see? 2. What does a member see?

  26. Tips for Soliciting Feedback from Members Ask open-ended questions: • How was your visit today? • What did you enjoy? • What could have been better?

  27. Tips for Soliciting Feedback from Members Ask more than one question: • What did you do today? ... • How did you enjoy it? ... • Have you tried our (other services they didn’t use)? ... • Was the locker room clean today? ...

  28. Tips for Soliciting Feedback from Members What do you say after member’s give feedback? Thank you for your feedback. If there is an obvious answer to their feedback, do your best to provide it on the spot.

  29. Service Statement to members We promise: to welcome you always to respect your individuality to ask for and be responsive to your point of view to give you prompt, friendly, attentive service to provide competent, qualified leadership to offer quality program in clean, safe, facilities And, we stand behind what we say

  30. Orientation & Training “We want to make sure that everyone is trained properly so that everyone is meeting the same expectations.” YMCA Staff Member

  31. What you need to know - Getting Trained • Common Cleaning Products • Common Cleaning Procedures • Location of cleaning & restocking supplies • General Maintenance Procedures • Signs for Equipment Malfunction

  32. What is the Standard? ?“We want to be able to “WOW” that member. It just can’t be clean. It has to be spotless. And every single day it has to be spotless.”YMCA Staff Member

  33. What is the Standard? Ask yourself these questions. 1. What are the characteristics of a standard? 2. Why do we have standards? 3. Whose standards should we use in the YMCA?

  34. New Staff Orientation 4. YMCA Mission & Values

  35. What is our Team Goal? Our Mission “The YMCA of Regina is a charitable association open to all, dedicated to developing leadership and to enriching our community and people at every stage of life.”

  36. Our Core Values • Honesty • Caring • Respect • Responsibility • Inclusiveness *The colors are connected to the values with Inclusiveness represented by a circle

  37. YMCA Beliefs • A belief that the growth of individuals in spirit, mind and body is fundamental to everything we do as an organization. • A belief in the equality of opportunity for all members of the community, regardless of age, sex, religion, ability or economic circumstance. • A belief in the values commonly shared by Christianity and other faiths in our community.

  38. YMCA Beliefs • A belief in the importance of philanthropy (giving of time, talent, treasure and trust) and the significance played by a volunteer/staff partnership in fostering a caring society. • A belief in the importance of worldwide fellowship and its capacity to support the growth of individuals, communities and nations.

  39. New Staff Orientation 5. 100% Concept

  40. If 99.9% is good enough then: • 12 newborns will be given to the wrong parents daily • 2.5 millions books will be shipped with the wrong covers • 315 entries in Webster’s dictionary will be misspelled • 20,000 drug prescriptions will be wrong each year • 5.5 million cases of soft drinks produced will be flat

  41. L.A.S.T. Principle • Listen: • Sometimes being listened to and knowing you care is all it takes to satisfy the member. • Apologize: • Sincerely saying “I’m sorry” can go a long way. • Solve: • Help the member get what they really wanted as soon as possible. Members appreciate your immediate action. It shows you care. • Thank: • Thanking the member shows you appreciate their feedback.

  42. Support the Team by Recognizing Others “A pat on the back is the purest and simplest form of recognition... It lets them know that ‘Hey, someone noticed that I did a great job.’” YMCA Staff Member

  43. Leading the Way “I like to think of the Y as my home. I spend a lot of time here and I know that it’s important to members. I like to make sure that it is a nice working environment. So, I like to lead by example. And, I feel that if I do, other staff will see it and they’ll do the same thing.” YMCA Director

  44. Everyone in the YMCA needs to be a leader 24 Characteristics of Effective Leaders 1. Communicate 2. Are open, honest, and fair 3. Make decisions with input from others 4. Act consistently 5. Give the team members the info they need to do their jobs 6. Set goals and emphasize them 7. Keep focused through follow-up 8. Listen to feedback and ask questions 9. Show loyalty to the company and to the team members

  45. Everyone in the YMCA needs to be a leader 10. Create an atmosphere of growth 11. Have wide visibility 12. Give praise and recognition 13. Criticize constructively and address problems 14. Develop plans 15. Share their mission and goals 16. Display tolerance and flexibility 17. Demonstrate assertiveness 18. Exhibit a willingness to change

  46. Everyone in the YMCA needs to be a leader 19. Treat team members with respect 20. Make themselves available and accessible 21. Want to take, charge 22. Accept ownership for team decisions 23. Set guidelines for how team members are to treat one another 24. Represent the team and fight a 'good fight when appropriate

  47. Summary 1. We are a team. Cleaning and maintenance are everyone’s job. 2. Put on your S.A.M. shoes and try looking at your YMCA through the eyes of a member. 3. Provide orientation and training to all staff.

  48. Summary 4. Clearly communicate standards. Make sure everyone knows what is expected. 5. Evaluate and recognize a job well done. 6. Finally, be a leader and lead by example.

  49. New Staff Orientation 6. Image & Promotion

  50. Our Communications Images

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