JOB SUMMARY
The Member & Family Service Manager serves as the welcoming first point of contact for Club members, families, and visitors. This position combines exceptional customer service, relationship building with children and families, and strong administrative skills.
The successful candidate genuinely enjoys working with school-age youth, particularly students in grades 4–8, and is committed to helping create a safe, welcoming, and trauma-informed environment.
A key responsibility is helping families successfully navigate Vermont's Child Care Financial Assistance Program ("subsidy"). The successful candidate enjoys working toward measurable goals, is persistent in helping families complete the application process, and is motivated by increasing access to high-quality afterschool and summer programming.
MAJOR DUTIES AND RESPONSIBILITIES
Front Desk Operations
- Create a warm, welcoming, and inclusive environment for all Club members, families, and visitors.
- Serve as the primary point of contact for Club visitors by greeting guests, answering phones, and managing front desk operations.
- Build positive relationships with youth in grades 4–8, helping foster a safe and supportive Club culture.
- Help manage the flow of member traffic during program hours to ensure smooth operations and a positive member experience.
Vermont Child Care Financial Assistance Program
- Proactively work with families to successfully complete applications and renewal documents for Vermont's Child Care Financial Assistance Program.
- Work toward ambitious enrollment and completion goals that increase access for families while maximizing Club revenue.
- Track progress toward subsidy goals and follow up with families to ensure timely completion of required documentation.
Administrative Responsibilities
- Maintain the KidTrax membership database by: 1) Processing and maintaining membership records and applications, and 2) Entering and managing data necessary for Club operations, grant reporting, and member participation.
- Ensure the smooth operation of office equipment, including phones and copiers.
- Process incoming checks using internal scanning equipment.
- Assist with administrative projects that support efficient Club operations.
Facilities Coordination
- Serve as the primary contact for facility vendors, including lawn care, fire inspections, vehicle maintenance, cleaning contractors, and other service providers.
- Help coordinate maintenance activities that support a safe, clean, and welcoming facility.
- Coordinate and support outside organizations using Club facilities.
Club Member and Family Events
- Plan, coordinate, and support family engagement events, including the Club Family Winter Dinner and other activities that strengthen relationships with youth and their families.
Safety
- Help communicate and reinforce Club safety procedures with members, staff, families, and visitors.
- Ensure adherence to member check-in and check-out procedures.
- Support a physically and emotionally safe environment for youth.
Other Responsibilities
- Safeguard the confidentiality of sensitive information.
- Attend and actively participate in staff meetings and professional development opportunities.
- Assist with compliance requirements, grant reporting, and other administrative projects as assigned.
DESIRED QUALIFICATIONS
We are seeking someone who enjoys building relationships, is highly organized, and is motivated by achieving meaningful goals.
Desired qualifications include:
- Experience working with school-age youth, preferably students in grades 4–8.
- Understanding of trauma-informed practices and the ability to build positive relationships with youth from diverse backgrounds.
- Experience helping families navigate systems such as Child Care Financial Assistance Programs is preferred but not required.
- A goal-oriented mindset with persistence, initiative, and strong follow-through.
- Excellent interpersonal, verbal, and written communication skills.
- Strong organizational skills and the ability to manage multiple priorities simultaneously.
- Proficiency with Microsoft Office, Google Workspace, and database systems.
- An optimistic, adaptable, and team-oriented approach.
- Experience, professional or lived, working with people from diverse racial, ethnic, cultural, and socioeconomic backgrounds, as well as individuals who are LGBTQ+ or first in their family to attend college.
- Ability to successfully pass a background check and obtain CPR certification.
THE DETAILS
- Location: 100% in-person at 62 Oak Street, Burlington, VT
- Hours: Full-time, 40 hrs/week, 9:45 AM – 5:45 PM with occasional shift in hours for events, camps etc.
- Reports to: Oak Street Program Director
- Compensation: Range of $23.00–$27.00/hr plus benefits, including 75% employer paid individual health insurance, and 25 days of “combined time off” in first year (pro-rated for mid year start dates), as well as 9 paid holidays
PHYSICAL REQUIREMENTS
- Ability to remain stationed at the front desk for extended periods of time
- Ability to sit and stand throughout the day
- Ability to move throughout the building to support youth and staff, as needed
- Ability to occasially lift up to 20 pounds
If you have any questions about this position before you apply, please feel free to message us through Indeed or our website. Please also message us if you have an interest in working at the Boys & Girls Club, but this particular job isn't a fit.
About the Boys & Girls Club of Burlington:
The Boys & Girls Club is a non-profit organization offering youth a safe place during out-of-school hours, helping them build character, develop leadership, and achieve academic success. Membership is $5/year, and no one is ever turned away for inability to pay. Our work is supported 70% by community fundraising and 30% by government funding. We are an equal opportunity employer.
Pay: $23.00 - $27.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Application Question(s):
- Please list 3 days and times that you would be available for an in person interview.
- Have you ever worked (as an employee or voluteer) at a Boys & Girls Club? If so, please indicate the Club name.
Ability to Commute:
- Burlington, VT 05401 (Required)
Work Location: In person
