About the CDLC

SERVICE CHARTER

The YMCA Career Development and Learning Centre is dedicated to personal growth and the creation of healthy individuals and communities by providing opportunities for employment planning and preparation, training and lifelong learning.

Quality Service Commitment
The YMCA Career Development & Learning Centre is committed to providing quality services designed to meet the employment, education and training goals/expectations of our members/participants.

"The YMCA Priority: S.A.M. provides members/participants and their centres with a comprehensive set of resources that are designed to help them achieve excellence in 'Serving Annual Members'." (YMCA Value-Based Membership Service: YMCA Priority S.A.M., 1995, Volume1, p.p. 2)

BEST PRACTICES FOR SERVICE DELIVERY
The Facility/Program is convenient

 Hours of operation suit a variety of needs (Monday – Friday 8:30am – 6:00 pm and Saturday 10:00am – 4:00pm).

The YMCA Experience is Friendly and Welcoming

• The YMCA Centre demonstrates that members/participants are in a courteous and friendly manner.
• Phones are answered within 4 rings in a warm and friendly way. Members/participants will wait no longer than 10 minutes for a pre-booked appointment.
• Customer service is part of our training programs for ALL staff and volunteers.
• All staff and volunteers receive training in customer service at least annually.

The YMCA has a process for Communication and Feedback

•  All members/participants are encouraged to share opinions, ideas and concerns.
• A formal evaluation/feedback process is made available to all participants.
• All feedback (whether verbal, through a suggestion system, by phone or by mail) receives a personal response from the Manager of Programs within 48 hours.
• Results from member/participant satisfaction surveys are shared with members/participants by being posted on a bulletin board near the front desk area.

Quality Indicators for Member/Participant Contact Areas (Basic Standards)

• The YMCA Centre demonstrates that all staff/volunteers are in uniform and neatly groomed.
• The YMCA Centre’s program spaces are clean, neat and tidy.
• The YMCA Centre’s program spaces are safe and free of obstacles.
• The YMCA Centre’s equipment (computers/fax/printer/scanner/phones) is in good working condition.
• The YMCA Centre’s programs and services start and finish on time.
• The YMCA Centre’s registration and sign-in process is convenient.
• The YMCA Centre’s programs and equipment are easily and conveniently accessible.

YMCA Educational Principles

• The YMCA Centre demonstrates that new members/participants receive appropriate orientation.
• The YMCA Centre demonstrates that experiential learning methods are used in programs.
• The YMCA Centre demonstrates that program activity and methodology are skill-appropriate.
• The YMCA Centre demonstrates that members/participants are involved in decision making.
• The YMCA Centre demonstrates that health education information is made available.

Quality Indicators for Human Resource Management Standards

• The YMCA Centre implements an orientation process for all new staff and volunteers.
• The YMCA Centre has a documented in-house training plan for all front line staff and volunteers that is designed to improve knowledge, skills and performance in delivering improved service.
• YMCA Centre can demonstrate that all staff and volunteers participate in a formal performance review that is documented.
• The YMCA Centre conducts training for all supervisors/coaches in performance review, goals setting and training methods.
• Quality Indicators for Communication and Promotion Standards
• The YMCA Centre has in place a member/participant feedback system.
• The YMCA Centre has in place a process that results in an ongoing review of all programs to determine their effectiveness.

Improving Our Service: We welcome all constructive feedback to help us to improve our service. You can contact us:

• In person at our offices
• By phoning 905-681-1140
• Via the Internet at www.ymcacareerdevelopment.on.ca
• By writing to: Program Manager 500 Drury Lane Burlington, Ontario L7R 2X2

The above customer service charter was developed from: YMCA Value-Based Membership Service: YMCA Priority S.A.M., 1995, Volume1. For more detailed information about YMCA Priority S.A.M. contact the Program Manager at the above location.