Job Description

Job Location: APCH Main Building - Los Angeles, CA 90011

Position Type: Full TimeEducation Level: High School

Salary Range: $20.00 - $22.00 Hourly

Travel Percentage: NoneA PLACE CALLED HOME (APCH)

Job Title: Membership & Family Services Associate

Department: Program Operations

Reports to: Associate Director of Program Operations

FLSA Status/Hours: Non-Exempt / 40hrs per week

Schedule Classification: Essential Onsite (Monday - Friday: 10:15AM-6:45PM)

ABOUT US

A Place Called Home (APCH) is a dynamic nonprofit youth and community center located in South Central Los Angeles. APCH provides a wide range of programs and services to support the growth and well-being of young people and their families, including educational programs, counseling, case management, mentoring, music, dance and visual arts classes, as well as fitness and health and wellness opportunities. As youth participate in our programs, they discover interests and talents and develop a better sense of themselves and their place in the world around them. Our goal is to increase the likelihood that youth will stay in school, attain viable jobs, and become active community members capable of making positive changes in the world in which they live.

SUMMARY

The Membership & Family Services Associate is a team-oriented, mission-driven individual who seeks to provide customer care to A Place Called Home's members, parents, and community. Under the direction of the Associate Director of Program Operations, the Associate supports the implementation of department and agency goals, REACH objectives, agency best practices, and membership efficiencies. The Associate provides critical customer support while building relationships with families, parents, members, and the community. Ability to speak, write, and read in both Spanish and English is required for this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for prospective and newly enrolled members and their parents/guardians from initial inquiry through successful enrollment and onboarding.
• Guide prospective families through all steps of the enrollment process, including application completion, required documentation, eligibility requirements, orientation, and other onboarding requirements
• Monitor enrollment progress and proactively follow up with families regarding incomplete applications, missing documentation, or other outstanding requirements
• Maintain organized, accurate, and up-to-date enrollment records, ensuring all required member information and documentation is entered and maintained in the membership database.
• Co-lead new Member and Parent orientations including campus tours and introductions to agency culture, expectations, and resources
• Support members and families in navigating the organization’s programs, services, policies, and resources and make appropriate referrals to internal staff or community resources when needed
• Provide exemplary customer service and hospitality to members, families, visitors, and community partners.
• Provide administrative support for attendance tracking, school pick-ups, semester registration outreach, class registration, schedule changes, and other member-related processes.
• Support the implementation of member engagement and retention initiatives designed to promote continued participation and connection to APCH.
• Help maintain a safe and welcoming environment for members by assisting with supervision, transitions, and member dismissal.
• Generate, post, and circulate flyer announcements for department events and center closures.
• Provide minor first aid to members as needed and in accordance with APCH procedures
• Perform receptionist duties as needed, including answering and directing calls, greeting and assisting guests, and providing general information about APCH

OTHER RESPONSIBILITIES

• Maintain and submit all paperwork in a timely fashion
• Mentor through actions and behavior in observing dress code, language, and team support
• Maintains a neat and orderly work area that is presentable to the public at all times
• Participate in all agency events/meetings
• Adheres to the highest ethical and professional standards and values at all times
• Support with supervision of members and program participants to support safety, positive engagement, and a welcoming youth-centered environment
• Perform other duties as assigned in support of the Membership & Family Services department and the organization's mission

QualificationsQualifications

The ideal Membership & Family Services Associate will be someone who carries high personal and professional standards, is naturally energetic, and enjoys partnering with others to achieve successful outcomes. To be successful in this role, the Membership & Family Services Associate candidate will focus on achieving excellent service and performance portrayed through the H.E.A.R.T. values of Honesty, Empathy, Agency, Respect and Transparency. The candidate will embrace the APCH culture of a learning organization and strive to constantly improve upon systems and services to benefit our employees and constituents; they will also be demonstrably committed to their own ongoing personal and professional development. Our culture encourages individuals to speak up, we respect diversity of thought, and we look to our staff to be candid with concerns and constructive suggestions. Together, we can continue to take APCH to even higher levels of excellence and service to the community.

Technical and Performance Skills

• Excellent Communication Skills
• Professionalism
• Customer Service
• Time Management
• Ability to Multitask
• Flexibility
• Mission-Driven
• Dedicated to excellence
• Detail-Oriented
• Resourceful
• Strong Organizational Skills
• Google Suite Skills
• Microsoft Office Skills
• Bilingual (Spanish/English) Required

Education/Training/Experience

• Degree: High School diploma or equivalent
• 1-2 years’ experience of related experience and/or training
• Ability to speak, write, read, and understand Spanish (Required)

Physical and Mental Demands

• Able to work in a dynamic and high noise level environment typical of a youth center
• Walking and standing are required on a daily basis
• Sitting and use of hands/vision for computer work for extended periods of time
• Lift up to 25 pounds occasionally

Additional Information

• Able to work well with diverse populations of employees and clients
• Able to work some evenings and/or weekends for department and/or agency events
• Solution-oriented team player who both promotes and practices a growth mindset
• Provides exemplary customer service and welcoming hospitality

A Place Called Home provides equal opportunities to all employees and independent contractors without regard to race, color, religion, sex (including but not limited to pregnancy), gender expression, gender identity, sexual orientation, military and veteran status, medical condition, ancestry, marital status, citizenship, national origin, age, physical and/or mental disability, or genetics. In addition to federal law requirements, A Place Called Home complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Please let us know if you are an APCH Alumni/ae

Background screening required

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