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HomeMy WebLinkAbout8.3 Greeter Program Plan OF Dp~ ~ y 19' 1~ 82 w~~~ AGENDA STATEMENT V PARKS AND COMMUNITY SERVICES COMMISSION MEETING DATE: December 15, 2008 SUBJECT: Greeter Program Plan Report by Anna Hudson, Recreation Coordinator, and Paul McCreary, Assistant Director of Parks and Communiry Services ATTACHMENTS: None RECOMMENDATION: Receive the report and provide input on the plan FINANCIAL STATEMENT: None DESCRIPTION: During Fiscal Year 2007-2008 the City Council had a high priority goal to expand programs at the Dublin Senior Center. One of the programs identified was an Ambassador Program to expand outreach and increase customer retention. The first phase of the Ambassador Program is to recruit and train Greeters to serve as customer service representatives that will connect customers with people and programs at the Senior Center. The second phase will be to recruit and train Ambassadors to conduct outreach activities in the community. Staff has researched the best practices of programs in other organizations and developed a Greeter Program Plan for the Dublin Senior Center. Concurrently, Staff has been updating the overall volunteer program procedures to enhance the recruitment and orientation of new volunteers. This has included creating the following tools to formalize the volunteer recruiting process: • Modified the volunteer application to include pertinent information for the Senior Center. • Filtered through past volunteer records to compile a list of currenUprevious volunteers. • Compiled a list of all volunteers who have logged service hours within the previous 6 months. • Mailed a new application to existing volunteers with a letter requesting updated volunteer contact and emergency information. • Modified, streamlined and updated the Volunteer Training Manual. • Developed a Volunteer Services Needs Assessment Tool • Developed Volunteer Exit Interview Questionnaires • Registered the Senior Center with the Volunteer Center of the East Bay. This has helped set the stage for the new Ambassador Program. Following is a suimnary of the Greeter position and implementation plan. COPIES TO: ITEM NO.: 8.3 GAPARKS COMMISSION\AGNDSTMT12008U2-15-08 Senior Center Greeter Program.doc GREETER PROGRAM PURPOSE AND OUTCOMES The overall purpose of the Greeter is to enhance customer-relations by greeting and acknowledging customers, directing customers to activities, assisting customers find leisure activities, and helping patrons and their families navigate the complex array of public and non-profit programs available for older adults. This will result in a positive image of the Dublin Senior Center in the region. It will also ensure customers feel so welcome they will want to return again. This should lead to them encouraging friends and neighbors to visit the Senior Center. GREETER PROGRAM OVERVIEW The Greeter will serve as a concierge of sorts. Typical duties will include: • Welcome visitors. • Serve as a host for special events. • Explain the layout of the facility and assist with inquiries. • Share information about activities, classes and events at the Senior Center. • Supply information about other programs and services provided by the Parks and Community Services Department. • Distribute literature and information about other government and non-profit organizations providing services to older adults in Dublin. • Supply information, maps and directions for community resources. • Give a brief orientation and tours of the facility. • Take suggestions from visitors for future consideration. • Assist patrons with activity and accessibility equipment. • Promote registration for notification about specific programs and activities of interest. Greeter positions may include other tasks while seated at the Greeter desk. Other tasks will include conducting follow up calls with those patrons they helped in previous weeks, and or calling former Supporters to remind them to renew their Supporter fee, or to register for special events. Staff will purchase a small portable desk and ergonomic chair and place them near the front entrance. This will make it ideal to identify and assist customers as they enter, rather than having to be found in an office. The equipment will be portable to make it easy to relocate as needed. Volunteers will be able to use the existing Senior Center laptop computer to improve the effectiveness of finding information and referrals for visitors. However Staff does not want the use of the computer to discourage people with excellent interpersonal skills from volunteering. Therefore, computer training may be necessary for some volunteer Greeters. The current reception counter will continue to be the central place to accept registration and be the first place where patrons can receive help and support. It will also be helpful to establish an area to post the daily activities. The area should be noticeable as someone walks into the facility. It could be computer generated or a poster size sheet, promoting daily activities. Other postings should include a menu of the week and activity flyers of upcoming events. The Greeter would be responsible for setting up these promotional tools each day. VOLUNTEER RECRUITMENT Staff will schedule volunteer Greeters for morning and afternoon shifts, Monday through Friday, which will require approximately 15 volunteers to fully staff the program and provide substitutes for absences. It may be difficult to recruit that many volunteers with the right skills and abilities in a short amount of time. Therefore, Staff will beg'in by recruiting several key volunteers to start the program. Staff will schedule these initial volunteers during critical service hours and to serve as hosts for the monthly special 2 of 4 luncheons, dances and quarterly special events. As Staff recruits more interested Greeters the other shifts will be filled. An ideal greeter will have excellent interpersonal skills and a positive personality and demeanor. They need to have the ability to approach and welcome all types of people. They should be available to volunteer at least four hours a week, and be knowledgeable about the activities offered at the Senior Center. Volunteer recruitment techniques will include posting a visible "Volunteers Welcome" sign at the Dublin Senior Center to easily point to application forms. Staff will post announcements on "Craig's List", and the Tri Valley Volunteer Job Line. The Greeter job description and application will be available in hard copy and electronic formats for review by potential applicants. The application form includes a section where the skills and interests can be easily identified. ORIENTATION AND TRAINING Volunteers will be appointed to a task with the understanding that they will receive training. Greeters will be trained on how to approach patrons and to how to assist people who are new to the Senior Center. Other orientation information will include: • Senior Center Mission, Vision and Values • Senior Center History • Programs & Services • Rules, Policies, Emergency Procedures • Expectations of Volunteers • Dress Code • Length of Commitment • Recording Hours • Facility Tour/CTse of Equipment • Volunteer Schedule and Substitution Procedures Starting in January, a series of L.I.F.E. talks will be scheduled specifically for office staff and volunteers to help facilitate the recruitment and training process, and educate all volunteers on the agencies that provide assistance to older adults. Staff will also invite the public to attend the workshops. Other trainings may consist of follow-up sessions, feedback from Greeter and observations made by Staff. The Greeter Program will be continually evaluated so that the process of orientating and training volunteers can be improved. Volunteers will also receive training on the City's "language line" service, which allows Staff and volunteers to contact a third-party vendor that can facilitate communication with customers who do not speak English. RESOUItCES A duplicate resource binder (similar to the one used at the reception desk) will be available for the Greeter to use. It will contain important numbers, resources, and pamphlets from non-profit agencies, local, state, and federal government agencies. Resource will include the Alameda Country and Contra Costa County Resource Book, and the Alameda County East County Directory. Other information in the resource binder will include: • When to refer customer to front desk • Menus for the week • Events of the day • List of upcoming events and training 3 of 4 • List of upcoming trips • Monthly Senior Center Newsletter and Quarterly Edition of "The Guide" • Parks and Community Services Department "Welcome to Dublin" Pamphlet • City of Dublin Customer Service Resources Matrix Several "themed" handouts of frequently asked question (FAQ) will be developed to assist the Greeters. Based on input from those working at the front counter, the following topics will be addressed in the FAQ sheets: • Senior housing options • Activity Schedules and Registration Information • Facility Rental Information • Senior Support Services (legal, insurance, taxes, food, caregivers, etc.) • Where are the snacks, water, cups, coffee? • Appointments: Health, Memory Screening etc. • Transportation: Wheels, dial-a-ride, BART, bus routes, etc. • Directions: Library, nearby businesses • Trips and Tours • Reference Computer Procedures and Computer Training Programs • Where is the closest Social Security office and how do I get there? • Prescription and Pharmacy Information For visitors that are new to the Senior Center and seem to have an interest in returning to participate in activities, the Greeters will have an intake form to collect contact information. Getting information for each new patron would involve a different approach, because each Customer has different needs, personalities, special needs, and perceptions. The form will be used to determine specific activity interests and preferred methods for receiving promotional announcements from the Senior Center. Greeters will be responsible for conducting follow up calls within a week to invite the new customer back for an event or activity. EVALUATION The success of the Greeter Program will be measured by surveying customer satisfaction levels for new customers on a quarterly basis. Additionally Staff wiil track the percentage of customers completing in- take cards that actually return to participate in an activity or event. After the first year, Staff will establish a baseline for average retention of new customers and a target retention rate for the upcoming year. Staff will consider marketing tactics to improve retention by trying to better understand what key factors correlate to customers that attrite. Greeters will play a key role in assisting with this evaluation. RECOMMENDATION: Staff recommends the Parks and Community Services Commission receive the report and provide input on the plan. 4 of 4