Assistant Director of Cranford YMCA Member Services

Membership:

• This role is responsible for the success of the membership unit/operation at the Cranford YMCA location.
• Always ensure coverage of the membership unit/operation. Responsible for crossover training of key membership staff to always ensure adequate knowledge/coverage of all Membership responsibilities.
• Ensure that all Membership transactions/tasks/procedures are conducted in accordance with membership department/Association policies and procedures.
• Assist with collecting all Accounts Receivables  related to Cranford YMCA Membership dues.
• Assist with investigating and overseeing third-party memberships and insurance programs.
• Oversee the DDD program’s billing responsibilities at Cranford Y and Westfield Area Y.
• Act as an ambassador for the Cranford YMCA, assisting with friend-raising and fundraising.
• Responsible for reviewing, monitoring and approving employee timecards for Cranford YMCA staff to ensure payroll accuracy and timely processing. 
• Participate in community events, i.e., street fairs, Chamber of Commerce, etc.
• Lead community outreach for Cranford YMCA and its service area.  Collaborate with other not-for-profit community organizations and those whose mission aligns with ours.
• Assist as needed in covering shifts at the Main Y or Bauer Branch.
• Work harmoniously with the Cranford YMCA Branch Director to increase membership, promote programs, and special events.
• Work in conjunction with the Director of Member Services at the Main Y to maximize efficiency, productivity, and grow membership at both locations.
• Support the Marketing Director and ensure optimal use of the membership and program promotions and marketing resources to realize new and renewal objectives.
• Perform any additional membership/leadership duties assigned by Assistant Vice President of Member Services & Programs, COO or designee.

Quality Assurance/Risk Program:

• Be responsible for comment cards, secret shoppers, member surveys, participant evaluations and quality checks.
• Oversee the building supervisor shift report functions and respond as needed to any issues in a timely manner.
• Provide support to ensuring the successful delivery and administration of the Association Risk Management Program.
• Complete walk through of buildings frequently to ensure a safe environment for all members.

Training:

• Work with the Program Registrar to plan and deliver all required membership staff trainings especially related to the association’s CRM software system.
• Assist with creating tools to help Membership staff learn new ways of implementing new policies.
• Make recommendations to the Assistant Vice President of Members Services & Programs and the COO/CEO in expanding, developing, and updating the Member Services as trends, members and facilities demand.
• Attend YMCA training courses sharing the knowledge with appropriate staff.
• Maintain and expand personal skills regarding excellent Member Service.

Community/Volunteer Development: Serve as a staff member on the Membership committee and any others as requested. Establish collaborations/partnerships with other community agencies/organizations to serve members more effectively.

Budgeting: Assist with the development and administration of Membership budget in all facets to ensure the financial health of the Cranford YMCA Member Services Department. This also includes membership rates, bank draft, staff’s salary line as well as additional revenue through merchandise promotions, membership and program enrollments, and expenses.

Personnel:

• Recruit, develop, and oversee staff.
• Ensure that member services department staff at the Cranford YMCA are fully trained in all aspects of their jobs, including all SOPs and job-specific tools, and have the resources they need to be successful.
• Maintain fully staffed service areas within budget guidelines and review and evaluate staff's performance according to guidelines.
• Ensure successful delivery and maintenance of quality standards for success, Emergency Procedures, and all other required Y Training for employees.
• Assist with overseeing all Personnel expectations of assigned Membership staff.

Risk/Facility Management: All Staff are responsible for assuring the safety of Y members/participants and for the care, maintenance and safety of all Y facility/program environments. In addition, all staff are required to report accidents/incidents/emergencies, in accordance with Westfield Area YMCA standard operating policy within 24 hours to the Chief Executive Officer, Risk Manager and/or designee. Staff must also adhere to YMCA confidentiality requirements related to all reported incidents.

Quality Assurance: All staff are expected to plan, deliver, and maintain quality programs, facilities and program environments. Staff will be expected to follow YMCA best practices for their program/membership discipline and to meet or exceed Westfield Area Y’s expectations.

Trainings/Staff Meetings: Attend and participate in staff meetings and all mandatory training courses (Bloodborne Pathogen, Child Abuse Prevention, New Staff Orientation, etc.) within the specified timeframes. Maintain and renew YUSA Leadership Certification, ASHI Basic Life Support (BLS) for Healthcare Providers, ASHI Basic First Aid certifications and ASHI Oxygen or equivalent.

Other Functions: Fulfill any additional responsibilities as delegated by supervisor or Assistant Vice President of Membership and Programs or COO.