Financial Assistance Coordinator/Manager on Duty

POSITION SUMMARY:

 This position is scheduled to start in November/December 2026.

Under the direct supervision of the Director of Member Experience and in accordance with the mission and purpose of the Ann Arbor YMCA, the Financial Assistance Coordinator/MOD shall be responsible for the membership financial assistance program, adult and youth class/program scholarships, child development center scholarships, and camp scholarships at the YMCA. As Manager on Duty, position will ensure that the facility runs smoothly during evening and weekend hours. Hours will be split between the two functions. This position works with members’ personal financial information and must maintain strict confidentiality.

ESSENTIAL FUNCTIONS:

Financial Assistance Program Management

1. Process scholarships on a regular basis, as directed by the Membership, Child Development, and Program Directors.
2. Ensure the financial assistance program runs smoothly, including written and verbal communication with applicants, follow up on applications, maintenance of data base, verification of accounts and accounts receivable reconciliation and exceptional member service.
3. Maintain accurate and updated files, copies of correspondence, child development/program/membership allocation information, etc. as related to the financial assistance program.
4. Under the direct supervision of the Business Operations Director, assist in the development and management of the Financial Assistance budget. Work within the provided budget and available financial resources for member and program allocation.
5. Monitor all financial record keeping, billing procedures and collections as it relates to Membership, in collaboration with the Finance Department.
6. With the assistance of the Child Development Site Directors, manage allocation of child development center financial assistance.

Member Services

1. Cultivate member relationships – with the goal to move members through casual, connected, committed cycle. This includes cultivating members for volunteers.
2. Create and maintain member program culture that promotes the YMCA’s mission, vision, and core values.
3. Develop and execute systems that ensure members feel welcome and actively respond to the results.
4. Monitor and strengthen key drivers, member loyalty, cleanliness, friendliness, and value for money.
5. Maintain positive and respectful manner of communication with members. Work with Membership Director and Assistant Membership Director to develop and refine membership communications, including but not limited to emails, letters, newsletters, and paperwork.
6. Support registration process for program registrations and Camp registrations.
7. Provide back-up support and coverage for the Membership Department as needed. This includes acting as a go-to for the desk, providing tours and MOD coverage.
8. Manage the Revenue Recovery processes, from communication from members and/or removing fees. Provide information on Financial Assistance if needed. 
9. Communicate and cancel any members that have a lack of payment/NSF for each month. 

Communication

1. Responsible for all aspects of customer service as it relates to Financial Assistance and including addressing all inquiries and complaints in a timely and thorough manner.
2. Must work closely with other departments to ensure good communication, cooperation and ensure good customer service throughout the association. 
3. Use abilities such as attention to details, multitasking and strong oral, auditory, and written communication skills to interact with adults and children daily.
4. Demonstrate poise and professionalism with staff, members, parents, participants, community members and others. 
5. Represent the YMCA in the community as well as in collaborations and coalitions.

Manager On Duty

1. Circulate through the building, observing all program and activity areas, to ensure a safe and clean facility.
2. Act as “Department/Program Supervisor” in their absence; monitor programs and activities for “best practices” per supervisors’ instructions.
3. Be familiar with emergency procedures and facility policies.
4. Open and close the building as scheduled.

General Functions:

1. Support the mission, vision, and goals of the Ann Arbor YMCA; promote character development and the values of caring, honesty, respect, and responsibility.
2. Read all YMCA communications. Respond to emails & phone calls in a timely fashion and take accurate messages.
3. Promote the value of diversity and the importance of being an inclusive organization to others inside and outside of the organization.
4. Provide excellent customer service to members, act as an example and role model for current staff.
5. Expected to take advantage of opportunities for self-development and growth. Attend training courses and conferences as assigned.
6. Special projects as assigned. This is not intended to be all-inclusive. It is understood that the employee will also perform other reasonably related business duties if requested by the supervisor.

Qualifications:

• Minimum of 2 years of college completed required. 
• A minimum of one to three years of YMCA experience or experience in a directly related field is required. 
• Demonstrated effective oral and written communication skills, organizational abilities, supervisory skills, budgeting skills and initiative in program development. Ability to manage multiple priorities are critical.  
• Ability to maintain confidentiality regarding member, participant and/or camper information. HIPPA Training current or within 60 days is required.
• Demonstrated ability to work as a member of a team is necessary.
• Ability to work autonomously under general direction, within the YMCA core values of Caring, Honesty, Respect and Responsibility and is expected to determine how to accomplish tasks. 
• Must be able to learn and use YMCA specific software and platforms within 14 days of employment. Must be capable of using basic Microsoft Office software.
• Ability to relate effectively to diverse groups of people from all social/economic segments of the community. 
• Knowledge of the YMCA movement and branding is a preferred. 

Certification Requirements:

• YMCA Team Leader and Global Leader Certification preferred or ability to obtain Team Leader and Global Leader Certifications within 2 years. 
• Certifications in CPR & First Aid are required within 60 days of employment. CPR/First Aid trainer preferred. 

Working Conditions

• Ability to work with some irregular scheduling. Two weekend MOD shifts per month as needed. Early morning, evening and weekend hours required. 
• Ability to walk, stand, and sit (including on the floor) for long periods of time.
• Exposure to communicable diseases and bodily fluids.
• Must be able to assist participants up to 180 pounds in weight.
• Must be able to lift and carry food and supplies weighing up to 20 pounds.
• Ability to stand or sit while maintaining alertness for several hours at a time.
• Position requires bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Ability to view/enter data for long periods of time.
• Requires eye-hand coordination and manual dexterity to manipulate program equipment and activities. Requires normal range of hearing and eyesight to record, prepare and communicate camper activities and programs.

POSITION FACTS: 

This position’s anticipated hours are 25-28 per week total. Some Evening, Morning, and Weekend hours will be expected. Incumbent is responsible to adjust their schedule as necessary to ensure proper administrative and programmatic functions.