Front-Desk Staff Materials Development WORKSHOP

1. Front-Desk Staff Materials DevelopmentWORKSHOP

2. These materials were designed by a group of staff members from all branches of the OMAHA/COUNCIL BLUFFS METROPOLITAN YMCA. The workshop was held on May 25-26, 2004 at the SCOTT CONFERENCE CENTER in OMAHA. The participants to the workshop were from all the branches of the OMAHA/COUNCIL BLUFFS YMCA. Here are their names: ·Cathy Chase ·Kim Birkel ·Elisha Buster ·Carolyn Flint ·Craig Gilmore ·Bill Roux ·Jim Schuldt ·Alfonzo Shade ·Eileen Stout ·Joni Sumodi ·Mary Toumbs ·Deb Warnke WARNING! This is not a FINAL draft! This is an original collective “work in progress” from the collaborative work of 12 individuals. To become final, these materials will have to be reviewed, re-organized, integrated, modified and finally approved by all participants.

3. Training Materials Development Process • Define the job • Define the learner profile • Define the goal of the training 1 • Define the content of the training • Define the learning objectives 2 • Develop instructional activities to reach objectives 3 • Prepare written training materials 4 5 • Outline training session agenda • Define Master Lesson Plan • Review Materials • Logistics • Collect Feedback • Determine follow up activities 7 6 8

4. To define the job… (THE JOB) We defined the duties and tasks for the job at the Front-Desk. Then each of us wrote on giant Post-it notes at least 5 tasks. The notes were put on the wall, moved around and categorized to identify the following 9 main areas of tasks. We ended up with more than 70 tasks and a comprehensive listing of the front-desk job description! Materials Development Workshop 8

5. HOUSEKEEPING SWITCHBOARD MEMBERSHIP SALES • Do Laundry • Get Towels • Keep work area clean • Make coffee • Construct New Member packet • Prepare Mail • Use In/Out Board • Know Staff responsible • Get Business Cards • Answer Phone • Hand out Towels • Know Staff Schedule • Transfer to appropriate Department • Sell membership • Schedule tours • Explain new member packet • Do Membership paperwork $ • Give tours • Invite for tour • Sell membership • Close sale PROGRAM INFO • Give and explain brochures • Give explain flyers and reg. Forms • Know where program info found (schedules) • Know call cancellations • Know program area details • Help customer choose appropriate class/program NAVIGATING MO CASH CONTROL PROBLEM RESOLUTION • Take photos • Print cards • Know how to use computers • Read financials of members • Input membership • Enter program registration • Count drawer • Handle Cash • Enter registrations and payments • Balance to transactions batch • Enter reg. Into MO • Process payment • Give receipt • Receive payments • Register customer membership activities • Answer questions • Solve problem • Be knowledgeable for questions • Do “Problem solving” MEMBER SERVICES • Check out equipment • Direct people • Greet members or customers • Scan cards • Respond to alerts • Transfer calls • Buzz door • Hand out locks • Acknowledge progress of members • Know about members • Acknowledge missing members”How have you been?” • Interact Face to face • Know name and family POLICIES & PROCEDURES • Know building • Know where classes are held • Know emergency procedures • Knowledge of CPR/AED • Know building layout • Know policies and procedures • Administer first aid • Update building clipboard • Know of building programs • Know responsibilities of staff • Know Policies/procedures OUR TRAINING COVERS THIS! The Front-Desk JOB

6. To understand the people to train… (THE LEARNERS’ PROFILE) We wanted to know more precisely who are the people working at the Front-Desk. We wrote their profiles on a poster and we had a discussion on how to better understand them and train them. The result of our conversation was the learners’ profile! Materials Development Workshop 8

7. THE LEARNERS PROFILE

8. To define our goal… (THE GOALS) To make sure that the training we were developing would really make a difference, we decided to define its goals. We wrote each goal and what we would accept as evidence that we had succeeded. By the way, in doing this we noticed that we all wanted to have more accuracy and more ownership from the Front-Desk staff! Materials Development Workshop 8

9. THE GOALS • (indicators for each goal) • Perform Efficiently and correctly job functions • (less time of Full-time staff spent with the Front Desk staff, • Less time spent to fix records) • Improve accuracy of program registration • (less mailing returned for wrong address, less wrong phone numbers in system) • Improve accuracy of reports • (less discrepancies of MOS financial activity report with GL report in Fundware) • Enter information correctly • (less mailing returned for wrong address, less time of full time staff spent with the Front Desk staff) • Reduce errors in recaps • Take ownership of entries – empowerment • (more records with initials of staff) • Develop favorable attitudes toward software therefore entries are made accurately • Develop more buy-in to Members Only • Encourage longevity and positive attitude of employee • (less turnover of the Front Desk staff, improved Survey results) • Activate membership at Point of Sale. Better services to members • (less postage wasted for returned mailing, less cards printed) • Balance correctly cash drawer to MOS financial records • (less discrepancies of MOS financial activity report with GL report in Fundware) • Enhance competency of all employees

10. To define the content… (THE CONTENT) Based on a list of all possible procedures in Members Only Software, we selected the ones most important for the job. From these we created a CONTENT. (THE LEARNING OBJECTIVES) Then we wrote LEARNING OBJECTIVES for each content point. We defined specifically what we wanted the trainees to do to demonstrate they had really learned. Materials Development Workshop 8

11. THE CONTENT sample from segment 4 - Card Scan, Photo ID 2Finding the picture on file for the Membership Card Photo ID - Photo Id, find a picture & Membership Card Management 2Actions with Membership Card Photo ID - Process: Photo ID 2Taking a Picture for a Membership Card Photo Id - Photo Id, Make a Picture 2Printing a Membership Card Photo ID - Photo ID, Print a Membership Card & Card Scan Management 2Scanning YMCA Cards 2Find Person Alert /memos 2 Respond to Alert 2Match picture with Card Scan - Photo ID, Print a Membership Card

12. THE OBJECTIVES sample from segment 3 - Program Registration 1.Given a “Verified entry sheet”, a participant’s name, a payor and a class to register, trainees enter registration and a payment, handwrite checkmark on “Verified entry sheet” correctly, 80% of the time. 2.Given 10 names of registrants, trainees are able to find the registration record and the payment made previously by customer within 5 minutes. 3.Given 10 names of registrants to cancel, trainees cancel registrations correctly 9 times out of 10

13. To define the activities… (THE ACTIVITIES) We thought about how to teach to these people, and what materials we needed to do it. The result was a list of different activities created to teach the content we had defined before. Materials Development Workshop 8

14. THE ACTIVITIES sample from segment 1 - Basics # 1 Activity Name: “Find it!” Description: Trainees identify the credit cards the YMCA takes. Materials needed: sheet with all names of credit cards that the YMCA accepts. Time for the activity: 3 min.

15. To define how the time was spent… (THE AGENDA) We came up with an agenda for the session, imagining we were doing the training. (THE LESSON PLAN) Then we wrote everything in a document that had the agenda as well as what to say or do and what materials we needed for any single step. Materials Development Workshop 8

16. THE AGENDA sample from segment 1 - Basics SESSION AGENDA 9:00 – 9:05 Presentation: take a payment 9:05 – 9:20 Demo: 3 or 4 examples of payments 9:20 – 9:55 Simulation: Give them 10 payments types to enter 9:55 –10:00 Overview & Closing Remarks

17. Task To do Materials Time Total DEMO DEMO on instructor’s computer. Instructor demonstrates 2-3 times how to input membership info from the membership application (either on one computer for one-on-one training or on a projector for classroom training. 2-3 membership applications 5 min 5 min SIMULATION Say “Please enter the following 10 membership applications’ personal info into Members Only Software. Instructor gives trainees 10 membership application to enter into Members Only while instructor watches. 10 membership applications 20 min 25 min OVERVIEW -Ask “Has anyone any issues they would like to discuss?” -“Was it difficult?” -“Do you have any questions?” 10 min 35 min CLOSING REMARKS -Feedback on Training -Recap on what was covered -“Thank you very much” 10 min 45 min THE LESSON PLAN sample from segment 2 - Membership MEMBERSHIP OBJECTIVE 1: Entering Membership Personal Information

18. To write the actual materials… (THE MATERIALS) We created fake records or fake payments in cash, credit or check to be used during the classes to simulate the real- work at the front-desk. Materials Development Workshop 8

19. THE MATERIALS sample from segment 1 - Basics Sample of credit cards to enter during the exercise

20. After a few more iterations we will have in-house training materials produced by the people who will be using them! More training to more people, at a lower cost. Course is customized to meet your needs. Training Benefits Training Materials are developed by their users Trainers have skills to develop other courses 12

21. IDEAS that came form our work together “We could formalize the SHADOWING process of the training that we have now. Like you need to have a checklist of procedures that says: Find a record Seen  Done  Edit a record Seen  Done  Enter a record Seen  Done  The new employee need to return it back after the first week after checking the appropriate checkboxes. “It would be nice to have one training laptop per branch with the test system!” “we could create a certification training program for employees at the fron desk whose completion will result in an increase of pay!” “We should have a standard test that we administer to all front desk personnel to verify their knowledge of Members Only Software” “We should train also on the new features and this should be done on a regular basis after a regular periodic meeting with Members Only Software”