The Head of Community Services & Programmes will lead, plan and organise YWCA’s community services programmes. He/She will engage and collaborate with community stakeholders, facilitate strategic partnerships with partners, donors and sponsors, as well as oversee fundraising and member engagement.  He/She will supervise the Division’s budget and monitor programme policies and procedures to ensure strong impact to our beneficiaries and high standards of compliance and governance with charity regulations. 

Key Responsibilities Areas

• Programmes
  • Develop strategies to increase community engagement and cultivate partnerships with stakeholders.
  • Build and grow relationships with community organizations, programme partners, grassroots organisations, sponsors and stakeholders, and identify opportunities for collaboration.
  • Undertake strategic analysis of programme mandate to ensure that YWCA stays relevant in addressing evolving community needs. Plan, develop and implement programmes addressing these needs. Monitor programme budgets, plan resources and evaluate effectiveness of impact and programme outcomes.
  • Review and approve programme assistance to beneficiaries.  Ensure that the services and programmes meet the performance indicators and operating guidelines.
  • Oversee timely submissions to grant and programme sponsors, and conduct outcome-based evaluations of programme effectiveness.

• Fundraising & Donor Engagement
  • Work with Marcomms and Fundraising team to develop fundraising plans, including staffing ground events such as flag day, fundraising carnivals and charity dinners, as well as managing online campaigns and digital fundraising platforms.
  • Manage donor and partner relationships and source for programme level sponsorship

• YWCA Membership & Volunteer Management
• • Responsible for overseeing programmes to support YWCA Members.  The aim of membership is to drive engagement and outreach to our community programmes and to develop a good base of volunteers and supporters for YWCA’s causes.
  • Establish, plan and implement ideas for volunteer recruitment and retention, including  volunteer management policies and processes such as volunteer selection, training, engagement and evaluation of volunteer programme.

• Management & Leadership
• • Prepare and manage annual budget for YWCA’s community programmes.
  • Prepare management reports and perform secretariat duties to Committees and the YWCA Board.
  • Represent YWCA when dealing with governmental authorities, social services agencies or with the public.
  • Manage a team of community outreach staff and social enterprise volunteers.

• Perform any other duties assigned by the Management.

Requirements

• Bachelor’s Degree in any discipline.
• At least 10 years of experience in social services sector or non-profit organisation, community outreach, partnership building, fundraising, or programme development.
• Strong track record in delivering community impact and in engaging with community work or in working with beneficiaries from vulnerable backgrounds.
• Prior experience in leadership position, managing teams of programme executives.
• Prior experience in managing databases to track impact and results: membership database, volunteer management database, donors database.

Competencies

• Excellent written and verbal communication skills.
• Ability to build relationships and work collaboratively with a diverse range of stakeholders, including Board and Committee members, Community Partners and Donors, Volunteers and Beneficiaries.
• Effective leadership skills to engage, train and motivate staff to accomplish work targets.
• Highly organized, strategic thinker, strong on generating ideas for collaboration.
• Strong team player with good organisational and project management skills.
• Resourceful in managing outcomes with lean resources.
• Passion in serving women / elderly / children and youths from vulnerable backgrounds.
• Heart to serve and a strong calling to our YWCA mission.

The Executive (Volunteers), Community Services & Programmes is responsible in the implementation and execution of the organisation’s volunteering and outreach programmes:

• He/She coordinates recruitment activities for volunteers and matches them to the appropriate programmes based on programme requirements.
• He/She oversees the operational matching of volunteers to fulfil the programme execution, reviews information materials that are for distribution to clients and volunteers to ensure its smooth execution.
• He/She guides volunteers in executing programme activities.
• He/She evaluates volunteer management practices and develops volunteer training/ orientation as well as volunteer recognition and engagement programmes.
• He/She projects the organisation’s requirements for volunteers, evaluates the effectiveness of volunteer partnerships and develops risk mitigation measures for volunteer programmes.
• He/She evaluates volunteer management policies and processes and leads their implementation.
• He/She works in partnership with the Fundraising Team to ensure fulfilment of CSR opportunities for Sponsors / Donors, this would include organising community engagement events for CSR Sponsors/ Donors.
• He/She also collaborates with other organisations to develop programmes and develops community outreach plans to target client groups, external agencies, organisations and the community.

Key Responsibilities Areas

• Volunteer Management
  • Develop the recruitment strategy for volunteers and the reactivation strategy for passive volunteers.
  • Evaluates volunteer management practices and develops volunteer training/ orientation as well as volunteer recognition and engagement programmes.
  • Develop impact measures for volunteers.
  • Collaborates with social service organizations, community stakeholders, corporate partners and agencies for volunteer partnerships and maintains networks with local community service and grassroots organization.
  • Conducts needs analysis for volunteer programmes, implements risk mitigation measures as well as volunteer policies and processes.
  • Develop volunteer management strategies and establish a structured framework from resourcing, recruitment engagement, development to retention.
  • Identify new volunteers and develop engagement strategies to build a strong pool of volunteers.
  • Support and collaborate with programmes and fundraising events to address respective needs for volunteers’ resources
  • Plan and coordinate the recruitment of volunteers for the various programmes and events

• Volunteer Data Management
  • Ensures the accuracy and updating of the volunteer database.
  • Ensures the volunteers are updated on the programmes and fundraising events.
  • Provide the analysis reports on the trends and evaluate, identify gaps or issues, application and formulate recommendations so that to translate into practices.
  • Support the innovation of work processes, including digitalization of data collection.

• Identify opportunities for collaborations

• • Identifies opportunities for collaborations with social service organisations, community stakeholders, corporate partners and agencies so that to grow the volunteers.
  • Drives engagement with key stakeholders through various platforms, working in conjunction with corporate communications and fundraising.
  • Working with Fundraising ensures fulfilment of CSR opportunities for Sponsors / Donors.
• Programmes Knowledge
  • Build an understanding of the programmes under Community Services and work with Programmes Team to develop opportunities for volunteering.
  • Maintain good relationships with community partners, sponsors, programmes.

• Assist the Senior Manager/ Manager for yearly budget and in overseeing the management of expenses for the department.
• Lead secretariat support for Committees.
• To work collaboratively with YWCA colleagues to support all YWCA community or fundraising events, including being involved in planning event and staffing event (which may include weekend and evening hours).
• Any other duties assigned by the Management.

Requirements

• At least 5 years of working experience in Social Service or related work.
• Good leadership and people skills.
• Strong team player with passion to serve the community,

Competencies

• Excellent written and verbal communication skills.
• An adaptable, resourceful and proactive professional who possesses good team management skills.
• Team player with strong interpersonal skill.

The Programme Executive is responsible for planning, coordinating, conducting and evaluating programmes. He/She will be assigned to managed programmes under one of the following programme categories:

• Empowering Women. Serving lower-income women through education, employment and enterprises
• Empowering Young Women. Serving NEET (not in education, employment and training) youth through education and employment
• Community Support. Serving low-income families and individuals, including elderly through Food Distribution programmes and community engagement events

He/She develops, implements, evaluates and identifies areas of improvement of these programmes. He/she is responsible for the beneficiary recruitment and outcome management of the programmes.

He/She manages, coordinates and collaborates with community partners, corporate organisations and volunteers to execute programmes. He/she is also responsible for managing communication and feedback from stakeholders.

Key Responsibilities Areas

• Programme Development, Evaluation & Implementation
  • Develop and update programme logic model / theory of change for new and existing programmes
  • Research on trends and latest developments of programmes and activities for service users, and identify existing programme gaps in the social service landscape
  • Curate programmes by developing curriculum and adapting existing curriculum and session plans or collaborating with community partners and volunteers to provide the content
  • Outreach to community agencies to build awareness of the programmes
  • Recruit beneficiaries into the programmes
  • Responsible for giving the volunteers proper training and supervision and guidance so that they can effectively cater to the needs of the service users
  • Build relationships with partners to better deliver the programmes

• Programme Documentation & Management Reporting
  • Upkeep the beneficiary database and physical copies of the service users’ application forms & social reports in accordance with PDPA guidelines
  • Upkeep the photo repository of beneficiaries and programmes
  • Ensure that for programmes that are chargeable, fees are collected on time and reminders of outstanding fee to parents are issued
  • Evaluate the effectiveness of the programmes through administering pre-post-test surveys and participant satisfaction surveys and analysing the results
  • Document the effectiveness of the programme through collection of beneficiary impact stories, output indicators and outcome indicators
  • Provide inputs and data for monthly reports to Management, Committee and Board

• Programme Documentation & Management Reporting

• • Plan and manage the budget for each programme
  • Manage the administration, logistics and operation structure of the programme including meal and sustenance delivery
  • Communicate and liaise with beneficiaries for any media, publicity, marketing, fundraising requests or efforts
  • Manage a team of drivers/attendants for weekly dispatch schedule and deliveries (if any)
  • Manage and maintain the passenger and goods vans e.g. petrol, insurance and servicing (if any)
  • Work closely with Marcom by providing details for creative brief to generate publicity materials
  • Ensure regular housekeeping of the space and resources used for running of the programmes
• Perform any other duties assigned from time to time.

Requirements

• Bachelor Degree or Diploma in Social Science is preferred
• At least 2 years of working experience in Social Service or related work
• Fresh graduates with a passion to work in the social service sector may apply
• Proficient in Microsoft Office application
• May be required to work on weeknights or weekends if there are evening or weekend beneficiary programmes

Competencies

• Good written and verbal communication skills
• Able to work independently and a good team player
• Pleasant, resourceful and have an interest to work with community partners as well as diverse group of people
• Passionate to serve the community
• Excellent organisation and time management skills with attention to detail

Lead a team of service staff in the daily operations of the Café Lodge and Banquet services.

Key Responsibilities Areas

• To supervise Waiters/Waitresses to ensure that their performance is up to standard.
• To promote good relationship with steady patrons and regular customers/guests.
• To handle guests’ complaints effectively.
• To conduct routine checks of Café Lodge and Meeting/Function Rooms to ensure all equipment, fixtures furnishings, etc. are properly serviced and maintained.
• To conduct regular briefing with employees to update on changes in policies and procedures.
• To relieve the Supervisor as and when required.
• To keep the Supervisor and Manager informed without delay of any extraordinary occurrence that happens in the outlet.
• To be familiar with Fire Protection Procedure.
• To carry out any other duties assigned by the Management Staff.

Requirements

• Minimum GCE ‘O’ level or NITEC in Food & Beverage Operations.
• Minimum 3 years in similar capacity.
• Those with several years of experience as a Senior Waiter will also be considered.
• Good working knowledge of POS system.

Competencies

• Excellent communication and interpersonal skills.
• Ability to deliver top quality customer service and assistance.
• Presentable with a cheerful and pleasant personality.

Responsible for administrative support and coordination of sales department, to ensure all administrative matters in support of sales team is taken care of accuracy and efficiency.

Key Responsibilities Areas

• • Support the Sales Managers in the corporate and travel trade sectors in the documentation and administration
  • Assist the sales team with proposals, contracts, and follow-up communications.
  • To reply to all correspondence via email on the enquiries and confirmation of bookings
  • To meet and show potentials clients to promote and sell all guest rooms
  • Handle inquiries and provide information about room availability, rates, and amenities.
  • To liaise with Reservations Manager pertaining to the needs and requirements of the customers as well as changes to new room rates
  • To perform any other duties assigned by Management.

Requirements

• • Diploma in Hospitality/ Hotel Operations preferred.
  • Good working knowledge of Opera would be advantageous
  • Good Microsoft Office applications in Word and Excel
  • Good communications and interpersonal skills
  • Team player with a positive work attitude
  • Excellent telephone etiquette
  • Well organized and meticulous with the ability to multi-task in a fast-paced environment
  • Good negotiation skills and techniques
  • Good verbal and written skills

Competencies

• Good communications and interpersonal skills
• Team player with positive work attitude
• Excellent telephone etiquette
• Well organized and meticulous with the ability to multi-task in a fast-paced environment
• Good negotiation skills and techniques
• Good verbal and written skills

Responsible for handling and managing reservations process through various communication platforms and maximize the room sales through pro-active selling and suggestive selling techniques.

The Reservation Executive handles the requests from guests, companies and travel agents via phone and other platforms. He/She needs to ensure booking information are input accurately into the reservation system, and maintain and update room availability on online booking platforms. The Reservation Executive assists to meet monthly revenue targets by proposing promotional packages to increase room sales and revenue. He/She is required to build suitable packages according to requests and make reservation of other services as requested by the guests.

Key Responsibilities Areas

• Leading the team in the absence of senior management.
• Ensure smooth operations of the department and focus on continuous improvement.
• Maintaining course to achieve set business goals/KPI for both the department and individual team members.
• Be a hands-on leader effectively handling incoming reservations requests, follow-ups, reporting and rostering so all administrative requirements are completed.
• Monitors the Reservations Executive's calls to ensure correct sales tactics are used and quality service is provided.
• To ensure all sales and reservations are performed with adherence to the policies and procedures of YFC.
• Lead a motivational and cohesive team in a multicultural setting both within the department and with other colleagues
• Develop, build good rapport and maintain a high level of communication with all business associates and internal customers.
• Solving of customer complaints and problems, and acting as a liaison between the company and its customers to ensure customer satisfaction. 
• Handling and managing reservations process through various communication platforms, and maximize the room sales through pro-active selling and suggestive selling techniques.

Requirements

• Diploma in Tourism/Hospitality Management/Travel
• Min 1-year relevant experience preferably in hospitality sector
• Good working knowledge of Opera would be advantageous
• Good Microsoft Office applications in Word and Excel

Competencies

• Good written and verbal communication skills
• Good communications and interpersonal skills
• Multi-tasking, able to work independently with self-initiative.
• A good team player

Responsible for overseeing all aspects of security function for YWCA Fort Canning.  You will be leading the security team which protects assigned premises, assets and personnel.

Key Responsibilities Areas

• Safeguarding YWCA Fort Canning properties and assets.
• Be a Service Ambassador of YWCA Fort Canning, to ensure that guests at YWCA For Canning have a safe and memorable experience.
• Assist the General Manager in overseeing all aspects of the security function.
• Overall in charge of the Fire Command Centre.
• Assist in checking alarm systems, fire and safety equipment systems and monitoring security of building, doors, service areas and delivery areas.
• Monitor and control access of building entrances and vehicle entrances.
• Lead and supervise security team.
• Responsible for planning and deploying the security team including team briefing on a daily basis.
• Execute accidents response plans and exercise.
• Perform lobby surveillance.
• Perform witness and escort duties.
• Responsible for planning and deploying the security team.
• Safeguard the property of guests, employees and YWCA Fort Canning from theft, vandalism, arson and other criminal acts, and take appropriate actions against any person/s doing so.
• Record all unusual incidents and report to the General Manager without delay.
• Conduct thorough investigations into any reported incidents and generate incident reports with supporting evidences.
• Provide proper assistance to the Police and Fire services as and when the need arises.

Requirements

• Min 2 years relevant experience preferably in hospitality sector
• Minimum GCE ‘O’ or equivalent, possess Security licence and trained in First Aid would be advantageous
• Able to perform shift work
• Good Microsoft Office applications in Word and Excel.

Competencies

• Good communications and interpersonal skills.
• Able to work independently and as a team.
• Positive work attitude.

Responsible for safety and security of the guests and employees of YWCA Fort Canning and all properties there-in.  Guard all entrances to ensure that no unauthorized persons are permitted to enter YWCA Fort Canning.  Assists in the detention of person/s found committing criminal offences.

Key Responsibilities Areas

• Safeguard the property of guests, employees and premises from theft, vandalism, arson and other criminal acts, and take appropriate actions against any person/s doing so.
• Make regular rounds of all corridors and areas in YWCA Fort Canning.
• Be familiar with all entrances and exits where unauthorized person/s may gain entry.
• Record all unusual incidents and report to the Security Manager without delay.
• Prevent the harassment of guests from unauthorized person/s.
• Provide proper assistance to the Police and Fire services as and when the need arises.
• Be thoroughly familiar with all safety rules and regulations including Fire Fighting. Procedures and equipment, to render assistance in any emergency cases.
• Carry out any other duties or instructions pertaining to the safety and security of YWCA Fort Canning and when directed by the Security Manager/Supervisor and the Management.

Requirements

• Minimum G.C.E. ‘N’ Level.
• Minimum 1 years of working experience as security guard.
• Applicant with Security licence preferred.
• Able to perform shift work.

Competencies

• Self-Driven
• Team Player
• Good communications skills
• Positive attitude
• Customer service oriented

The Front Office Officer is responsible for providing a friendly, welcoming and efficient service to all guests/customers, in line with the Association’s vision and values on guests’ satisfaction. He/She plays important role in the smooth running of the Front Office Reception administrative and operations.

Key Responsibilities Areas

• Undertake Front of House duties, including meeting, greeting, and attending to the needs of guests to ensure a superb customer service experience.
• Administer all routes of Reservations to ensure that room bookings are made and recorded accurately.
• Ensure Room Keys are distributed to the guests assigned to the respective rooms.
• Familiar the categories, position, capacity and furnishing of every room in the premises.
• Build a good rapport with all guests and resolve any complaints / issues quickly to maintain high quality customer service.
• Responsible for accurate and efficient accounts and billing processes.
• Undertake general office duties, including correspondence, emails, filing and switchboard.
• Furnish information regarding:
  • Hotel layout and all its facilities (Swimming Pool, Launderette Room, F&B Outlets and etc.) operation hours.
  • Locality places of interest, special attractions or events.
  • Names of Transport Services (MRT, Bus, Tax, Flight, Ferry) and timetables if any.
• Handles all incoming and outgoing mails, faxes and messages for the guests.
• Ensure that the Reception Counter is always manned.
• Answers all incoming calls within 3 rings.
• Assist in always keeping the Reception Counter area clean and tidy.
• Consult and report to Supervisor on duty on unusual occurrence.
• To perform any other duties directed by the Supervisor from time to time.

Requirements

• Minimum O Level or Higher NITEC in Hospitality Operations preferred.
• Minimum 1 years of experience preferably in the front desk service.
• Able to perform shift work.
• Good working knowledge on the system.

Competencies

• Good verbal and written communication skills.
• A team player and willing to learn.
• Good customer service skill.