Answers to the Most Asked Question in YMCA Employee Training

If you’ve been in the training field long enough, you’ve probably heard your fair share of questions from employees. You’ve been asked “How long will this take?”; “When is lunch?”; and the most-asked question of them all: “Why are we here?” Every trainer, at every YMCA across the country, has been asked “Why are we here?” probably by at least one staff member at every training session. The way you answer this question is almost as important as the way you conduct the actual training, so below you’ll find some suggested answers for this all-too-often-asked question.

Highly trained staff members offer excellent customer service

YMCA associates who successfully perform their jobs enhance a warm and welcoming atmosphere for members, participants, and guests, making it possible for everyone to maximize the benefits of their association with the YMCA. Some may argue that anyone can provide outstanding customer service with a friendly, positive demeanor, but YMCA leadership wants to take it even further. With the right training, every Y staff member can bring about positive change by nurturing the potential in every member, participant, and guest, striving for improved health and overall well-being, and becoming even more socially responsible.

Ensure safety for all members, program participants, and guests

From the pool to the soccer field, YMCAs offer a variety of activities for men, women, and children of all ages, and it’s the staff members who are tasked with keeping everyone safe. Parents put their trust in YMCA staff every day, thus the safety of the children and families in the Y community is a top priority. As such, the YMCA has policies, procedures, training, and guidelines for all staff members and volunteers who work with children or interact with members on any level. YMCA staff training includes safety information, First Aid and CPR certifications, behavior management, child abuse, and much more. A job at the YMCA brings great responsibility, and the Y requires that all staff members be adequately trained to provide a safe environment and to react accordingly in an emergency.

Improve quality of programming

The best-trained associates are the most likely to recognize areas of weakness and suggest ways to improve current programming and events. Along the same lines, the most knowledgeable and committed staff are often the ones who have the most innovative ideas for new programs, services, and amenities. Ys rely on staff members to help improve the entire YMCA member experience and customize programs to meet members’ needs. If associates are trained in areas such as customer service, communication, and health and well-being, they will be more likely to engage with members, understand what the members want, and act accordingly to initiate the necessary improvements.

Encourage personal growth

The Y works every day to strengthen community and make sure everyone, regardless of age, income or background, has the opportunity to learn, grow, and thrive. This applies to staff members every bit as much as it does to members, which is why the YMCA places such a high value on staff training and development. In addition to required staff training, associates can work toward Leadership Certification, a process that enhances self-esteem, increases confidence, and teaches the application of the Y’s core leadership competencies. With focus on competencies such as communication, decision making, project management, and emotional maturity, the YMCA seeks to ensure that staff members have every opportunity to better themselves while they work so hard to better the community around them.

Increase membership

The more than 2,700 YMCAs in the United States interact with 9 million youth and 13 million adults each year. With membership including exercise classes, state-of-the-art equipment, access to family rooms, climbing walls, pools, special events, and so much more, if you think the YMCA is content to sit back and stop working to improve—you couldn’t be more wrong. Striving to be accessible to all people is just one of the Y’s goals and YMCA staff members never stop looking for ways to elevate membership and improve programming. Associates play a big role in the Y’s efforts to revitalize membership, increase participation, enrich engagement, and improve retention.

While it may never be possible to get everyone on board with the importance of staff training—and we’ll probably have to continuing explaining when the next break will be—we can at least be as prepared as possible to answer the inevitable round of “Why are we here?” questions.