YMCA of Regina

New Staff Orientation

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

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.

04/19/23

YMCA Staff StructureYMCA Staff Structure

YMCA of ReginaOur Programs & 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

• 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

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

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

New Staff Orientation

1. YMCA as a Charity

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

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

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

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

New Staff Orientation

2. Priority: S.A.M. Program

Priority: S.A.M.

Priority S.A.M. is acronym for

Serving Annual Members

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

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

Priority: S.A.M.

Support Resources– E-Lab Website Database

– National Training Sessions

– S.A.M. Express Trainings

– YMCA Canada Support

New Staff Orientation

3. Clean Culture

Clean Culture

Five Elements in Providing a Facility that Five Elements in Providing a Facility that Meets or Exceeds Members’ ExpectationsMeets or Exceeds Members’ Expectations

1. Well-trained staff.2. Proven asset management programs or systems3. Appropriate equipment.4. Adequate financial resources.5. Number 5 is the most important one.

What is it?

Clean Culture

Five Elements in Providing a Facility that Meets or Five Elements in Providing a Facility that Meets or Exceeds Members’ ExpectationsExceeds Members’ Expectations

1. Well-trained staff.2. Proven asset management programs or systems3. Appropriate equipment.4. Adequate financial resources.

5. A Commitment from all staff to a clean & well maintained culture.

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

Team Definition

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

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.

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

Looking at our YMCA through Members’ Eyes

1. What do you see?

2. What does a member see?

Tips for Soliciting Feedback from Members

Ask open-ended questions:

How was your visit today?

What did you enjoy?

What could have been better?

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? ...

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.

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

Orientation & Training

“We want to make sure that everyone is trained properly so that everyone is meeting the same expectations.”

YMCA Staff Member

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

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

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?

New Staff Orientation

4. YMCA Mission & Values

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.”

Our Core Values

Honesty

Caring

RespectRespect

Responsibility

Inclusiveness

*The colors are connected to the values with Inclusiveness

represented by a circle

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.

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.

New Staff Orientation

5. 100% Concept

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

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.

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

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

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

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

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

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.

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.

New Staff Orientation

6. Image & Promotion

Our Communications Images

Promotions Applications

Graphics for print material

Uniforms

Letterhead

Web site

** Any Printed Material that will be seen by the

public should have our common image **

How can you be involved?

Understand the “Building healthy

communities ” messages

Contact Kathleen Whippler kwhippler@regina.ymca.ca or

Doris Gerrand dgerrand@regina.ymca.ca for your marketing & communication needs

Meet graphic standards with all posters & printed material

Look for all opportunities to use common communication Images

Finale

•Thanks for Joining our Team

•Everyone of us needs to work together

•You are an essential part of our YMCA

•You have finished the Regina YMCA New Staff Training Program. Please discuss any questions with your supervisor.