Position Title:     HFA Program Manager

Location:     YMCA of Medicine Hat

Reports To:     Assistant General Manager of Operations

Pay Grid:    $21.00-$26.00.

Department:    Health Fitness and Aquatics

Hours:    

Our Culture: 

YMCA of Medicine Hat strives to integrate our commitment to diversity and social inclusion in all that we do. We believe that strong leadership is created through the sharing of diverse experiences and perspectives.  We actively seek candidates who embody these principles and who reflect the many dimensions of the communities we serve. We are a charitable organization that provides health and fitness opportunities, employment services, licensed childcare, and various community programs in Medicine Hat, Redcliff, and Brooks. When you work at the YMCA, you’ll play an important part in building strong, thriving communities while positively impacting people’s lives. Join our team at the Y, a place where everyone belongs — including you! 

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day, demonstrating our values in action.

We do the right thing.

We are caring, respectful, honest, and responsible in all that we do.

We put people first.  

We believe in each other – honouring our strengths, diversity, perspectives, and passions.

We keep our promises.

We do what we say we will do.

We lead by example.

We are courageous, speaking with conviction and always willing to listen and collaborate.

What qualifications are we looking for?

At the YMCA of Medicine Hat, we strive to ensure our employees are a good fit based on their strengths, interests, and future goals. 

The successful candidate will have the following:

Education/Certifications/Credentials/Professional Registration

•    Post-secondary education in CYC, ECE, SLWK, Education or in a related field

•    Standard First Aid, CPR-Level C, and WHMIS Certification  

•    Evidence of a clear Police Information Check (with Vulnerable Sector Search if applicable), within the last six months  

•    Must have a valid driver’s license with a class 07 automobile insurance coverage business use (or pleasure with occasional business use) and a minimum of $2,000,000 in liability coverage.

Knowledge & Skills

•    Proficient computer skills, MS Office suite an asset

•    Strong leadership and management skills 

•    Ability to act professionally in all situations, representing the YMCA according to its core values.

•    Able to deal with difficult situations and complaints with confidence.

•    Excellent customer services, organization, and time management skills

•    Excellent verbal and written communication skills

•    Evidence of a clear Police Record Search (with Vulnerable Sector Check only if working with children), within the last six months   

•    Cover letter and resume

What does this role look like at the YMCA of Medicine Hat? 

The HFA Program Manager will provide leadership to the Aquatics, Adult, Fitness, Youth & Preschool, Childminding and Programming teams on behalf of the South Ridge and Downtown branches. This is a key role to help advance member satisfaction and growth through program development.

The responsibilities and duties of this role will include but is not limited to:

Customer Service

•    Be committed to exceptional customer service and member engagement.  

•    Have positive interactions with members throughout the building; never just walk by a member.

•    Managers are expected to maintain a high profile in the facility, to: 

monitor delivery of service and programs in all areas, to respond to and prevent service issues and complaints, to circulate throughout the facility on a consistent basis, to aid in the delivery of front-line service objectives (for example tours)

•    Identify and create opportunities to enhance each and every person’s YMCA experience.

•    Maintain high service standards and satisfaction ratings that are reflected in the achievement of annual membership growth and retention targets; Achieve all quality standards and targets established under YMCA best practices and the YMCA’s SAM 2.1 program.

•    Work to ensure the highest level of customer service is being delivered by the program staff.

•    Develop and maintain positive relationships and increase involvement of members and community partners. Develop and implement plans to serve and engage our members through discussion, participation and involvement in community groups, committees and partnerships as directed by the Assistant General Manager of Operations.

•    Represents the YMCA and the Association in a professional manner in internal and external forums.

YMCA Values

·    Demonstrate and promote a personal understanding of and appreciation for the mission, vision, and values of the YMCA and its programs and services.

·    Demonstrates appropriate behaviors in line with our Mission, Vision and Values as reflected in our YMCA competencies; takes a member focused approach to increase their understanding of programs offered across the Association. 

Teamwork

·    Work effectively within the Health Fitness and Aquatics team, contributing to its overall success by: 

-    Promoting the YMCA’s annual Strong Kids Campaign 

-    Promoting and/or attending YMCA events 

-    Contributing to a positive and healthy workplace culture 

-    Other duties to assist the team, as assigned. 

·    Provide front line support and assistance to the facility team and departments as required.

·    Ensure all new staff and volunteers are trained to the highest standards.

·    Work in a team environment to achieve optimal collective results.

·    Operate as a strong team player sharing leadership and accountability under an integrated management and program delivery model. 

·    Develop and maintain smooth cooperative working relations with all staff and volunteers.

·    Ensure quarterly HFA staff meetings occur in conjunction with all HFA managers.

·    Be available to step in and work or cover the front desk when needed.

·    Help coordinate special events as needed.

SAM Standards

·    Achieve all quality standards and targets established under YMCA best practices and the YMCA’s SAM 2.1 program. 

·    General cleaning as required around the facility.

·    Ensuring all staff are aware of SAM 2.1 standards, and work with them to create a culture of excellence in adherence to guidelines and expectations outlined by the SAM 2.1 manual.

Interpersonal/Communication Skills

•    Submit any comments/complaints to the appropriate staff for follow-up. 

•    Be accessible and available to respond to concerns/issues as required.

•    Communicate a large quantity of information clearly and concisely in person and over the telephone by understanding the organizational structure of the YMCA Medicine Hat

•    Maintain positive public relationships with all members who access YMCA HFA facilities.  If a manager is unable to rectify a situation with a member, this position is responsible for stepping in and building/repairing the relationship.

•    To be available in person (when possible), by phone, text, or email as support for your staff, 

•    To be accountable to the Assistant General Manager of Operations with regards to your work schedule 

•    Ensure staff are communicating to members about

-    YMCA Programs

-    Fitness Classes

-    YMCA experiences

•    Communicate to staff the outcomes of projects, staffing requirements, promotions, staff expectations, communication from the management team and day to day items.

Quality of Work

•    Ensure the successful operation of the YMCA of Medicine Hat’s Program Department which includes the Youth, Adult, Aquatics, and Fitness programs, located at both branches. 

•    Provide direct leadership to a team of approximately 15 staff and 30 volunteers; ensure staff have the skills and knowledge required to perform their duties in line with YMCA expectations. 

•    All HR functions such as hiring and performance management of employees within the Program Department with support from the Assistant General Manager of Operations as needed.

•    Ensure the YMCA of Medicine Hat meets the strategic plan and operational goals for the Association; Manage and achieve the targets and goals established in the Program Department operating budgets and operating plans. 

•    Work with the General Manager for long range strategic planning, capital planning, operations planning and departmental budgeting and adhering to forecasted budget within all program areas.

•    Participate in programming portion the MGI (Membership Growth Initiative) for the Association

•    Assist with provision of programs, minimizing the number of additional staff that need to be hired.  The goal is to be in-program approximately 10% of the time.

•    Develop and plan new programs for the betterment of the YMCA, negotiating agreements, achieving required outcomes, and completing required paperwork.

•    Assume overall responsibility for the effective management of the associations program assets to ensure optimum equipment function, records of maintenance, environmental compliance, and financial investment.

•    Oversee the Program Department scheduling of the staff at both branches.  Staff scheduling includes:

o    Scheduling concerns

o    Scheduling changes and adjustments

o    Daily/weekly/monthly schedules

o    Giving staff notice of schedule changes.

o    Gathering staff availability and time off requests

o    Covering staff shortages

o    Approving staff schedules in payroll systems 

•    Ensure the staff understand the program department goals, and targets and strive to achieve them.

•    Ensure the safety and security of the building, staff and volunteers.

•    Complete all membership/program related duties with accuracy in our Avocado system/website/social media/and program guides meeting all required deadlines.

•    Maintain and complete program department paperwork, spreadsheets, emails, grant/contract reporting, and any other administrative work as needed.

•    Data Entry & Weekly Statistics-including MGI program reports, Avocado reports, ActiveX reports and all monthly reports required by Assistant General Manager of Operations

•    Ensuring staff are keeping accurate and up to date statistics, reports and program paperwork.

•    Assist with projects and special events as needed.

•    Candidates must be able to workdays, evenings and weekends as required outside of regular shifts.

•    Other duties and responsibilities as assigned.

Compliance with Legislation and YMCA Policies and Procedures

·    Assume full control of the building in the event of an emergency requiring the evacuation of the facility.

·    Take part in gaining further knowledge of appropriate legislation, understanding and knowledge of current Risk Management principles and practices, Occupational Health and Safety, and Child Protection requirements.

·    Follow all YMCA policies and procedures.

Work Environment and Physical Demands

•    Work in loud noisy environment

•    May be going from standing to seating positions, from standing to kneeling positions, from kneeling to standing positions, from seating to standing positions for most of the working day, there will be walking throughout the day.

•    Walking up and down stairs

•    May lift or move items up to 50 lbs. including children.

•    Working on a computer screen, computer keyboard and mouse

•    May be exposed to children or adults who may not be vaccinated.

•    May be exposed to verbal/physical abuse from external and internal clients.

Please Apply:  

With a cover letter, resume, and 3 references (email addresses and phone numbers) who can attest to your character and previous work and/or volunteer performance.     

Please send application packages to:    

Jordon Sager, Assistant General Manager of Operations

YMCA of Medicine Hat

525 2nd Street SE

Jordon.Sager@medicinehatymca.ca