Operations management consists of what 3 components?
Planning and Management, Maintenance Management and Facility Operations
Purpose of needs assessment
To receive feedback from the communities’ attitudes, opinions and perceptions of the parks.
The recreation agency conducts a resources survey to provide the community with what?
Programming, facilities, park areas, and services
Assessing natural resources requires consideration from what 4 areas?
Environmental Impact, Access, Developmental Features, Maintenance and Operations
Environmental Impact
To develop a plan to preserve the natural environment, resulting from an organization’s activities, products, or services that should be beneficial to both visitors and the environment
Access
A way of entering or leaving that requires the least disturbance to the natural resource area.
Developmental features
Man-made and natural resources that enhances user participation and increases the aesthetic value of the area.
Staffing and maintaining a natural resource area requires what 3 elements?
Personnel, equipment and money
When conducting a needs assessment for facility development name some areas of focus.
Demographic, current participation, attitudes and opinions, barriers facing users, future interests and needs, current satisfaction of facilities and services, safety issues, suggestions for improvement
What are the 3 types of fixed asset inventories?
Real estate, capital items, special assets
real estate
Deeds and legal descriptions of the land including all the natural resources and permanent buildings on it.
Capital items
More expensive organizational products with a longer useful life, ranging from office and fitness equipment to automobiles
Name some examples of special assets that may be inventoried.
Zoo animals, painting in an art gallery, plants in an arboretum
Commodities
Products or goods that carry little value but are needed in maintaining the programs operation and day to day functions
Why is it important to plan ahead for capital improvement programs?
To identify future needs, provide long-term financing for special projects and coordinate community growth.
True or False: A typical part of a checklist for opening a facility should be to inspect the site or facility for potential hazards to staff and users.
True
True or False: Assessing infrastructure (utilities, parking, floodplains) should be solely done by the planning commission.
False – This should be a cooperative effort in addition to the Parks & Recreation personnel, local school district(s), planning commissions, other city departments, and/ or local business
True or False: Site plans are an estimate of a proposed facility and/or park area.
False – Site plans are an accurate, clear, scale depiction of the dimensions and angles of a proposed facility or park area.
True or False: A site master plan should exist for each area and facility within the park and recreation agency.
True
True or False: Any facility built or modified after 1992 must be readily accessible for people with disabilities.
True
The park and recreation professional should adhere to 4 guidelines in preparing for emergencies and the unexpected; what are they?
- Identifying potential treat 2. Create an emergency operations plan 3. Develop an evacuation plan for buildings and facilities 4. Establish mail-handling precautions and protocols to identify suspicious letters or packages.
In general, building safety and security inspection checklist should be developed for what 4 areas?
Opening, closing, operating and monitoring procedures for each facility
What are some of the safety inspections that should be done on a regular basis?
Inspections of the sprinklers, fire alarms, fire/security doors, downspouts/drains, flammable liquids and chemicals, heating/AC systems, housekeeping problems and personal protective equipment
Strategic Plan
Plans for operations, program, marketing, facility, and natural resources.
SWOT analysis
Determine Strengths, Weaknesses, Opportunities, and Threats
Master Plans
Cover parks, natural resources, and facilities
Marketing Plans
Cover all aspects of marketing
Program plans
Detail programs currently offered as well as future programming needs
Making partnerships work requires:
- Open communication 2. Collaborative type of give and take where both parties benefit in some way 3. Articulated understanding of each agency’s needs, roles & responsibilities are 4. Written agreement
What should a written partnership agreement contain?
- Outline of each agency’s responsibilities 2. Legal responsibilities and liabilities 3. Staff and program supervision details 4. Quality control 5. Partnership dissolution and review of processes
What are some reasons partnerships typically fail?
- Lack of communication 2. Lack of evaluation of the agreement or partnership 3. Loss of control or resources by one agency 4. Lack of trust among partners
Evaluation
Collecting data to demonstrate the value, worth, or strength/weaknesses of something. Used by the organization, not outside organizations to make improvements and guide decisions
Research
Systematic investigation of a problem in the field or an area where investigation is needed. Based on theory and more generalized. It is designed to add to knowledge base of the profession.
A supervisor wants to advertise an event based on the organization’s marketing plan. The underlying purpose of a marketing plan for a public organization is to:
serve more people.
In determining the cost per participant for a program, the required calculation involves dividing:
expenses by total # of participants
When an individual wishes to donate securities, stocks and bonds to an agency, they are donating _.
Assets
What is the best means to properly handle cash at recreation centers?
Implement detailed policies and procedures for cash collecting
The process by which a national association provides recognition to individuals who have met specific qualifications is called __.
certification
What is the most effective way to reduce the number of severe injuries on a playground?
Maintain proper surfaces
An individual who is deaf has signed up to participate in a guided nature hike offered by the local park & recreation agency. The individual has requested a sign language interpreter. The parks & rec agency should:
Make arrangements for a sign language interpreter
Population
Everyone who comprises a particular group
Sample
A portion of the population (Ex: Adults, age 25-55 can be selected from the entire community)
Random sampling
Everyone in the population has an equal chance of being selected for participation. Should be used whenever possible.
Systematic
When every “nth” person is selected to participate in the study.
Purposive (purposeful) sampling
Selects certain people because they represent a desired group.
Convenience sampling
A group of people who are convenient or accessible. Increased error rate, but used when the researcher has access to the needed group.
Mail surveys
Most common type of survey used. Sampling method is selected (usually random sampling) and participants are mailed a survey. Often used for strategic planning.
Group administration surveys
Done when there is a clustering of people at an activity. Could be surveyed regarding the activity itself or regarding a research issue.
Focus groups
Gathering of participants in the same room and ask/answer questions verbally. Responses are recorded by a facilitator, hearing other responses sparks thoughts, used for brainstorming.
Telephone surveys/interviews
Acquire a list of telephone numbers and call, and ask a series of questions. Cheaper and personal interaction, but hang-ups limit data collection.
Internet survey
Participants are sent a link to a website and complete survey. Becoming more popular. Results are sent directly to the researcher. Downside – miss those without internet
Policy Statements
Designed to provide general courses of action that will achieve organizational goals and objectives
Rules
The specific actions required to implement the policies
Policy distribution
Policies should be put into writing and then distributed to all employees once they are approved by the governing body. Records should be kept of to whom and when policies were distributed. Staff members should sign off indicating they have received and understand the policies.
Risk management
An area of responsibility for reducing or preventing personal injury and financial loss through implementation of safety and security practices.
Accident reports
Should identify where accidents occur, the severity of the accident, the time of day and whether the activity was supervised or unsupervised.
The reports should NOT record opinions or comments about the cause of the accident or how the accident could have been prevented.
Emergency prevention
All staff should be first aid and CPR trained.
First aid kits should be in all facilities and locations.
Portable first aid kits should be available for off-site programs.
What should releases and waivers include?
Recognition of the nature of the activity and potential risks.
Reference to specific rules and regulations.
Acknowledgement that the participant has sufficient level of physical fitness.
Use of clear and understandable language so the person signing knows what they are signing.
A place to sign by the participant or a guardian if the participant is under 18.
An agreement to participate
A document often used with minors. It describes the activities and dangers associated with it. It also includes rules of conduct that the guardian should discuss with the participant.
Processes to encourage public input regarding policies
By involving the public in agency operations and services, the outcome should be more closely linked to participant needs. Can be done through: Advisory groups, Citizen’s task force, Public hearing and meetings, Ballot referendums (decision directly in hands of voters), Focus groups, Surveys – email, phone or mail
Policy development process
- Assess needs
- Write policy and develop rationale – draft policy and test if feasible
- Examine the impact of the policy as written and revise as needed
- Examine feasibility of implementing the policy, including costs and acceptability of the policy with staff who will need to enforce it
- Examine acceptability of policy on citizens who will be affected by it
- Research the impact of the new policy on current policies to make certain it adds and does not conflict
- Recommend the policy to the board
When presenting the policy to the board:
- Review the need
- Summarize the different policy options available
- Indicate the policy recommended by staff
- Provide rationale for the policy alternative selected
Making policies accessible to the public
It is important the public knows about policies and procedures. You can provide this to citizens in the following manners:
- Place a copy online
- Post important policies, procedures and rules in facilities
- Place selected policies in brochures
- Have copies available to any customers requesting the manual
- Train employees in the rationale of the policy
Why evaluate policies?
Policies may be hard to understand, therefore follow. Or policies become outdated and need to be updated.
Why revise policies?
Most revisions are done for clarification
A good policy…
- Must allow discretion so each decision can be made reviewing different facts.
- Should be specific enough to assure consistency and fairness of decisions while allowing sufficient discretion to be applied with the different facts of each situation.
Policy revision steps
- Start with a committee
- Get input from those necessary
- Draft the policy revision
- Review policy revision
- Send the final policy revision on to the board for adoption and implementation
Areas to include in an operations manual:
- Security issues – opening and closing, staff/participant safety and security, etc.
- Staff issues – qualifications, certifications, hours, etc.
- Utilization issues – how to use facilities/equipment
- Inspection issues – inspection details, schedule, checklist, etc.
- Hazard issues – elimination of real or potential hazards
- Enforcement issues – processes to enforce safety and prevent dangers
- Special equipment issues – operation and maintenance for special equipment or facilities
Revising operations manual
Revisions may be clarification of procedures or updating information on equipment or processes, but they should involve everyone who uses the manual and work in the area affected.
Steps to revising operations manual:
- Gather input on revisions
- Draft a revised manual
- Get input on the revised draft
- Develop the final product
- Once approved, implement
Rules & Regulations
Different than policies, more specific and direct employees and participants to act in a prescribed manner, and do not require them to interpret the given facts of a unique set of circumstances. They are rigid and dictate what a person can and cannot do.
Procedures
Outline chronological sequences of required actions. They prescribe a process for accomplishing or completing a task.
Hierarchic of policies and procedures
Policy, rules and regulations, and procedures are hierarchically arranged, but not all policies have further defining rules.
Advocacy for Parks & Rec
P&R agencies and responsible for informing the community and encouraging advocacy for P&R. Advocacy can include: education activities, outcomes-based programming, or involvement in the political process.
Necessities to be successful in Advocacy
You can only be successful if you have an understanding of the political process, a willingness to stand on principles, and a strong belief in the importance of park & recreation services to the community.
Tools for advocacy
Letters to local newspapers
Contacting political representatives via letter and email
Meeting with local political representatives
Organizing community meetings
Distributing public education materials
Marketing mix
4 P’s:
Product
Price
Place
Promotions
The main goal of marketing
Create positive public perception of the agency through the use of a multitude of communication pieces
Examples of networking with related organizations (Ex: Other P&R agencies)
Phone conversations
Discussions
Monthly meetings
Vision
An ideal image of what the organization will look like in the future, it is created with the staff and is a shared vision
Mission Statement
This answers: who the customers are, what services are provided by the agency, and how services will be provided. (What the agency does)
Mission & vision importance
Many agencies share their mission statement more than their vision, but both are equally important and go hand in hand. The public and staff must understand both.
News (press) releases
Written as a mini-story and garner positive publicity for the agency. Dispersed to local media containing information on programs, events, and activities.
Printed materials
Newsletters – feature the happening within the agency including new programs, parks or major changes in the agency
Brochures- Typically program focused
Websites
In today’s society, web presence is a must. Should include program, park, facility info. including dates/times/maps/etc. Jobs and volunteer opportunities should be available on the site as well.
Media relations
It is best to have a media contact within the agency. This person establishes a relationship with the local media outlets, this way the media knows who to contact for more info.
Steps to responding to customer service issues
- Receive the complaint without comment
- Acknowledge receipt of the complaint and inform the individual of the next step
- Forward the complaint the appropriate staff person
- Resolve the complaint as quickly as possible
- Follow up that complaint was resolved
Speaker’s bureaus
Provide speakers upon request to local groups and clubs. This speaker discusses the agency as a whole.
Public meetings
Used to inform the public of specific information or changes to the agency or consult the public on issues or to garner reaction to such things as policy change.
Involving the public gets input on topics such as building a new community center or determining the needs of the community.
Employee relations (relating to communicating to participants)
Employees are the internal public. They need to be kept up to date of what is going on in the agency so they can better inform the public.
The goal of Public Relations
Creating a communication exchange that facilitates a mutual understanding between the agency and the public.
Evaluating Public Relations
-Focus on the message is delivered and through what channels
-What resources were expended (efficiency) in relation to how well the message was received (effectiveness)
-Study the image of the agency in the eyes of the community
-Determine the role of the agency in media relations. Is it reactive, proactive, or interactive.
Reactive role in Media Relations
Responds to requests from the media
Proactive role in Media Relations
The agency provides adequate information to the media
Interactive role in Media Relations
Occurs through the development of relationships and partnerships with the media that are equally beneficial to the media and the agency
Representing the agency to groups and clubs
Displays may be large boards depicting samples of services and facilities or demonstrations of programs in an interactive booth. In order to represent the agency, the person must be well versed in ALL aspects of the agency and not simply their own area.
Good comprehensive Marketing Plan
Assures services are tailored to the identified wants of the customers, priced so they can afford them, promoted directly to the target market, and placed so they are all accessible to the market
Market
A set of actual and/or potential buyers for a product who have similar characteristics and are willing and able to spend money or exchange other resources to obtain the product
Marketing Mix – Product
Various services and facilities offered to the public
Marketing Mix – Price
Not as associated with marketing, but has a major impact on participation. It determines whether or not a segment of the population is will and able to pay for the product.
Marketing Mix – Place
Location of programs/ products and the atmosphere in which they are offered. Also includes day, time, format of programs.
Marketing Mix – Promotion
The means of communicating the value of the product. This is done through the promotions mix-advertising, sales promotions and incentives, personal selling, and publicity
Advertising
A paid form of communication that is distributed through the media
Sales promotions and incentives
Have some financial value to the customer (Ex: Buy one get one free)
Personal selling
Direct oral communication with a particular market
Publicity
Exposure gained through media that is not paid for by the agency
Market segmentation
The process of subdividing the larger heterogeneous market into small homogenous markets that are more similar in the media they are exposed to their product wants, and how they will respond
To be viable for market segmentation the market must be…
measurable, accessible, and sizeable
Markets can be segmented using 4 different variables:
- Demographics (income, age)
- Geography (Location)
- Psycho-graphics (values, attitudes)
- Behaviors (Skill level, product loyalty)
Target Market
Markets the agency chooses to concentrate for a particular product. This is done because marketing to the entire market is both inefficient and ineffective.
Target Market Approaches
Undifferentiated
Differentiated
Concentrated
Target Market Approach – Undifferentiated
Used when no visible market segments are identified or the agency chooses to do a mass market approach
Target Market Approach – Differentiated
Distinct market segments are identified and the agency chooses to target one or more with a different marketing mix for each one
Target Market Approach – Concentrated
Used when the agency selects one or two distinct market segments and focuses their marketing efforts specifically on these markets ( most often used in commercial recreation)
Market Positioning
How the community perceives the agency and services
Marketing Plan
A written document that assesses the current state of marketing and its future direction
Tracking sales to track marketing effectiveness
Program registration should increase with an effective promotional campaign
Coding advertisements to track marketing effectiveness
Place a fictitious contact name and a real phone number on a flyer or in a newspaper ad, when this person is requested it can be attributed to the effectiveness of the ad.
Using focus groups to track marketing effectiveness
A small group is asked questions about marketing efforts
2 types of teaching
- General activities in an informal setting
- Teaching content specialty, typically requires a specialist
Planning – Individual ability
Refers to the extent at which the individual possesses the aptitude or skills to perform the activity on hand
Planning – Activity Analysis
Refers to determining the essential elements of an activity that must be taught for individuals to acquire skill in them
Planning – Curriculum planning
Refers to designing the learning curriculum
Instructional methods – motivational
The variables that influence the participant’s effort, persistence and choices.
3 ways to increase motivation
- Encourage the participant to set goals (Set goals early, challenge, but achievable, and create sub-goals.
- Develop clearly stated target behaviors that the participant is expected to learn, provide positive reinforcement.
- Offer rewards or remind the participant of his or her reason for participation
Instructional Methods – Sequence or conditions of practice
The sequence of presenting a curriculum will depend on the activity being taught.
Instructional Methods – Positioning
Most education is not done in a formal setting, usually in circles, semi-circles, lines, etc. The instructor should have their backs to no one.
Instructional Methods – Safety
The environment should always be inspected prior to the instruction to ensure safety. During initial instruction session, give students an orientation to the safety hazards.
Benchmarking
the process of comparing an organization’s practices and technologies with those of other companies
Rules
Specific; direct participants and employees to act in a prescribed manner
Policies
broad and open to interpretation. Based on circumstances, set direction.
Anti-discrimination is an example of a
policy
Procedures
Chronological sequence of activities; define steps for implementation. Outlined in operations manuals. A process for completing a task.
A public Parks and Recreation agency’s services are divided into three categories:
Parks, programs, and facilities
It is the PRP’s responsibility to ensure that the public has the opportunity to (3 things)
- Participate in quality rec programs, 2. enjoy attractive parks, 3. Ensure that facilities are effective and safe
Evaluations
Explain the value of the expenditures of the services and explain that services are meeting community needs
Needs assessment
provides feedback on community attitudes, opinions, and perceptions of P&R department & its resources
Conflicting management strategies: There is an ongoing struggle in Parks and Recreation between these two things:
Conservation and development
“No flying of model aircrafts behind zero line, no aerobatics or high-speed passes” are examples of:
Rules
“Model aircrafts/boats shall be allowed only by permit issued by Parks and Recreation Director” is an example of a:
Policy
“To obtain a permit, first call the Parks and Recreation Director, then pay permit fees and submit application” is an example of a
Procedure
Comprehensive Plan
Identifies short and long-term priorities for P&R department, includes agency’s goals and policies, identification of deficiencies, inventories, and developed standards for Parks
Master Plan
Subsets of comprehensive plan; focuses on physical resources and development. Typically updated every 10 years. Driven by data.
Strategic Plan
Development or revision of mission and vision; action plan for achieving goals and objectives. Based on data analysis that provides insight to trends in agency’s internal & external environments
ADA act of 1992 requires…
- that physical alterations to public accommodations must be made to accommodate people w/ disabilities to the maximum extent feasible
-Facilities built or modified after 1992 must be compliant
-Remove architectural barriers
-Communication barriers must be removed (braille signs, visually impaired)
What is the order of priorities for ADA barrier removal recommended by the Department of Justice?
- Access for those with disabilities (“get through the door”)
- Access to areas where programs and services are offered
- Access to restrooms, drinking fountains, & telephone when facilities are open
- Every individual should have the ability to benefit from services
Customer expectations
Based on the image/reputation of the agency, prior experiences with the agency, marketing/promotional material related to the agency, and word-of-mouth feedback from others
PRP must be aware of regulatory policies affecting the agency from the following organizations (5)
- OSHA
- EPA
- EEOC (Equal Employment Opportunity Commission)
- FDA
- NLRB (National Labor Relations Board)
What are the minimum and maximum levels of maintenance standards for Parks and Recreation?
Minimum level: Maintain area so it is safe
Maximum level: Maximum occupant safety and comfort & a sensation of well-being
Routine Maintenance
Preserve or improve the appearance of a facility or equipment. Less frequent than housekeeping activities, vary by season and user preference. May be completed on a fixed time schedule- not urgent.
Examples of routine maintenance include…
Stripping/waxing floors, painting walls, cleaning fixtures, adjusting doors
Work order
a form memorandum requesting that specific maintenance services be performed. Usually initiated by the PRP, on-site maintenance workers, or facility users.
Landscaping maintenance can…W
enhance attractiveness, invite users, channel traffic, contribute to safety, and disguise unattractive areas. Landscaping should support, not dictate program efforts.
RFP (Request for Proposal)
A document that is sent out to potential vendors requesting them to provide a proposal on a product or service. Develop a scope of the project, obtain bids, identify a contractor, supervise project to agency standards.
Preventative Maintenance
a program of regular inspections and care to avert potential problems. Prolongs the life of equipment and improves organizational efficiency by avoiding downtime due to inoperable equipment.
What is the difference between a credit card and a P-card?
Credit cards can carry over a balance, P-cards must be paid off at the end of the month. Monthly use fees and interest charges are higher on credit cards.
What is the difference between a standard and blanket P.O.?
Standard P.O.s are used for a one-time delivery of goods and/or services and are paid-in-full once purchase is complete. Blanket P.O.s are used for small, continuous purchases, and the agency is billed once per month (ex: maintenance staff would use one at a hardware store).
Market
the set of actual and potential buyers of a product or service who have similar characteristics and are wiling and able to spend money or exchange other resources to obtain a product.
Marketing Mix (4 P’s)
Product, Price, Place, Promotion
Collaboration
short-term relationship, lasts until a problem is solved
Alliance
Requires a high level of commitment between organizations, as well as the sharing of authority and decision making. Ex: Two neighboring park depts planning and implementing a combined Halloween event
Partnership
Strongest relationship between organizations. Formed when two or more partners come together to create an entirely new entity.
Marketing Mix: Product
Services and facilities offered to the public. Product is adapted to meet the needs of specific groups. Ex: Tee ball for kids, Fast-pitch softball for teens, Slow-pitch softball for adults
Marketing Mix: Price
Can have major impact on participation. Too high of price may not be affordable for most people, too low creates a low perceived value.
Marketing Mix: Place
Distribution of products. Includes accessibility of programs and the facilities where they are offered, including how close the place is to where people live and work, atmosphere, geographic area, population density. Also includes day of week, time, and format of program.
Marketing Mix: Promotion
Means of communicating the value of a product. Done through the promotions mix.
Market Segmentation
The process of subdividing a larger heterogeneous market into small homogeneous markets that are more similar in the media they are exposed to, their product wants, and how they will respond to the marketing mix.
Four variables for market segmentation
- Demographics (income, age, race, sexual orientation),
- Geography (travel time and proximity),
- Psychographics (values, attitudes, and beliefs such as lifestyle or social class),
- Behaviors (skill level and product loyalty).
Target Marketing
Markets the agency chooses to focus on for a particular product (ex: story time = families with elementary-age children).
Theme
The concept that drives a program’s design and marketing
Job analysis
provides a foundation for the job description.
What aspects of parks and recreation provide the most community-wide benefits?
Parks and natural areas, followed by facilities and programs
Individual benefits of parks
experienced by those who directly participate in an activity
Community benefits of parks
betterment of the community at large, not just those who participate in programs. Ex: Living near a park increases property values
What aspects of parks and recreation provide the most individual benefits?
Programs and facilities
Positioning
the process of establishing and maintaining a positive image of the agency in the minds of the community and elected officials.
What are the 7 approaches to educating the public about the benefits of Parks and Recreation services?
- Formulate a position statement
- Listen to elected officials as they talk about the city and its problems
- Find research/scientific evidence that supports what parks and recreation does
- Select no more than 3 issues to help you demonstrate the value of P&R
- Be consistent and persistent about getting the message out.
- Offer testimonial evidence that P&R services help the community and its members.
- Use cost/benefit analyses. Ex: Use cost per resident vs. total cost ($1.25 per person vs. 1 million dollars total)
What is the purpose of a Friends group?
To solicit public support on the agency’s behalf. Support parks & rec agencies through activities such as fundraising, providing volunteers, working on projects, and supporting the agency in achieving its mission and goals.
Most Friends groups are what type of organization (tax-wise)?
501(c)3 tax-exempt nonprofit
What are 5 ways to collect public input regarding policies?
Public meetings, focus groups, Citizen Advisory Groups, Surveys, and Referendums
What are the three purposes of public meetings?
- Inform the public of specific items or changes
- Consult the public on issues or to garner reactions to items such as policy changes
- To involve the public by getting their input on topics
Focus Group
A small but representative group of patrons are assembled and asked various questions about a topic
Focus group facilitator
Someone who is not affiliated with the agency whose job is to ascertain perceptions, opinions, beliefs, and attitudes about a given subject.
A focus group should be no larger than…
10 people
Citizen Advisory Groups
formed to provide valuable feedback and direction. Can investigate a specific issue or problem and provide a report for public consumption.
Surveys
Gather input regarding polices and procedures
closed-ended vs. open-ended survey questions
Closed-ended questions make data analysis easier but open-ended questions provide richer information
Referendum
An issue is placed on the ballot and the voters give feedback.
Vision statement
expresses what the organization should become, where it wants to go strategically at a given timeline (5 to 10 years in the future).
Mission statement
a statement of the organization’s purpose – what it wants to accomplish in the larger environment
An organization’s mission statement answers what 3 questions?
- Who the customers are
- What services are provided by the agency
- How services will be provided
What are 6 benefits to forming relationships with other agencies?
- Providing higher levels of service than an agency can provide alone
- Pooling resources
- Avoiding duplication of services when resources are limited
- Gaining expertise from multiple people in many different areas
- Demonstrating to the public that tax dollars are being used wisely
- Enhancing flexibility and efficiency within the organization
Comprehensive marketing plan
Ensures that services are tailored to the identified wants of customers, affordably priced, promoted directly to the target market, and placed so they are accessible to the market.
A detailed description of how the marketing mix will be implemented in order to facilitate the exchange of resources so the goals and objectives of both participants and the organization are satisfied.
Market
Set of actual and/or potential buyers of a product who have similar characteristics and are willing and able to spend money or exchange other resources to obtain a product.
Current buyers in a market represent
Actual demand
Potential buyers in a market represent
Latent demand (People who are not currently participating, but who may be interested in participating in the future).
True or False: It is often more efficient in terms of resources to encourage a non-user to become a user than it is to increase the participation rates of current users
False: It is harder to get non-users to become users than it is to increase the rates of participation of people who already use parks services
Price-value relationship
the connection between the selling price of an item and its worth to the customer. A free program is not always in the best interest of the organization or the constituents, because customers may infer that zero cost = low value
In the marketing mix, what aspects of a program are included in the Place?
- Accessibility of programs
- Facilities where they are offered
- How close they are to where people live and work
- Atmosphere of the place (both internally and in the geographic area)
- Distribution intensity- Whether there is one location or multiple locations for participation
- Day of the week
- Time of program(s)
- Format of program
What are the 4 parts of the promotions mix?
- Advertising
- Sales promotions and incentives
- Personal selling
- Publicity
Advertising
Paid form of communication distributed through the media
Sales promotions and incentives
Have financial value to the customer
Name 3 examples of sales promotions and incentives
- Buy-one get-one free
- Prizes
- Free passes
Personal selling
Any form of direct contact between a salesperson and a customer. Can be done through a speakers bureau or an agency representative
Publicity
Exposure gained by the agency through media that is not paid for by the agency. Most often results from news releases and other promotion pieces.
What is the difference between advertising and publicity?
Advertising is exposure that is paid for by the agency (newspaper ads, facebook ads) whereas publicity is exposure that is not paid for by the agency (press releases)
Mass marketing
Wastes resources on people who are highly unlikely to respond by using services. Inefficient and ineffective.
What are the three ways an agency can approach Target Marketing?
- Undifferentiated approach
- Differentiated approach
- Concentrated marketing approach
Undifferentiated approach to Target Marketing
Used when no visible market segments are identified or the agency uses a mass-market approach, thus, one marketing mix is used for all programs and services
Differentiated approach to Target Marketing
Distinct market segments are identified and the agency chooses to target one or more with a specific marketing mix for each. A decision may be made not to target all markets.
Concentrated marketing approach to Target Marketing
Selects one or two distinct market segments and focuses the marketing efforts specifically on these markets. In Parks & Rec, this marketing approach is most often used in commercial recreation.
Market Positioning
How the community perceives the agency and services
How can an agency establish a unique position in the market (5 ways)?
- Uniqueness of product
- Product quality
- Location
- Promotions
- Brand loyalty
Branding
Process whereby the agency creates an image in the mind of consumers as to who it is. Makes the public know who you are when they see your logo and name.
What 3 things does Branding include?
- Name of agency
- Logo
- Image of the product/service
Formalized partnerships with outside organizations should address what 8 things?
- Purpose of relationship
- Partner roles and responsibilities
- Decision-making process
- Communication process
- Deliverables
- Timelines
- Resources
- Evaluation of the partnership including exit/termination strategy
Advocacy on behalf of the organization to public and media may include (3 things)
- Educational activities
- Outcomes-based programming
- Involvement in the political process
Agencies may use programming as a vehicle to advocate for what?
Attitudes or behaviors in areas such as environmental protection, health and wellness, cultural understanding, or racial harmony
What are some political topics Parks and Recreation agencies could advocate for?
Environmental protection, services for people with disabilities, long-range park and rec planning and development, combating violence and substance abuse
True or False: Citizens can often be more influential than agency staff when advocating for political policies
True- the public can influence national, state, and local legislation and also impact funding sources within all levels of government.
What are some tools that both the agency and the public can use for advocacy purposes?
- Writing letters to local newspapers
- Contacting political representatives via letters and email
- Meeting with local political representatives
- Organizing community meetings
- Distributing public education materials
Interdepartmental coordination/Structural integration
the process of coordinating tasks, roles, functions, and units so that work gets done efficiently and effectively.
Chain of command
The line of authority between supervisor and employee
First Amendment
Protects your right to lobby members of congress and congressional staff, committees, and state legislators?
Organizational structure
how job tasks are formally divided, grouped, and coordinated
True or False: Appropriated federal or state funds may be used, directly or indirectly, to pay for lobbying activities?
False: Anything that is paid for by the government, including salary, telephone, copier, paper, postage, secretary, etc. may NOT be used for lobbying activities. Personal funds or donations may be used.
What are 3 ways to foster strong departmental relationships?
- Vet policies through all departments before implementation
- Make meetings a positive experience with clear outcomes. Meetings must have a purpose, an agenda, the right people at the table, clear guidelines for behavior within the meeting, defined action steps and responsibilities, and follow-up as needed
- Departments should have adequate resources to accomplish the goals of the units
In-service training should
focus on individual employee performance, knowledge, and skill development and should align abilities and ideas to reach organizational goals.
Can also be used to update employees on new policies, procuedres, and agency activities.
Part-time staff advocacy can be enhanced through…
Strong customer service training
employee training and development
managers who work to engage and motivate their staff
an agency that shows that is cares for its staff
Marketing plan
written document that assesses the current state of marketing as well as its future direction.
Executive summary
Summarizes the entire marketing plan. Relatively short and may be the only part read by some people. Should be written last but placed at the front of the document.
Situational analysis
Evaluates the internal and external environment in which the agency is operating. Where the agency considers what products it provides as well as those provided by other agencies. SWOT analysis, demand, trends, economic climate, and examination of the branding and positioning of the agency
Customer analysis
Most important section of marketing plan. Identifies market segments within the community and establishes target markets for key programs and facilities.
Marketing and branding goals and strategies
Short and long-term marketing goals established based on data collected. Goals provide a general direction and the marketing strategies detail how the goals will be accomplished. Often includes a detailed advertising plan, sponsorship plan, and other working documents used throughout the year.
Implementation, monitoring, and evaluation
A marketing plan should be implemented, monitored, and evaluated to guide the budget and monitor for effectiveness along the way.
What are 5 ways to provide information to the public?
- News releases
- Printed materials
- Websites
- Apps
- Social media
Financial management
overall coordination of financial resources including developing a budget, determining how to acquire and use alternative funds to meet organizational goals and objectives, and understanding processes for purchasing and handling cash
Name 4 ways that financial and/or operating data is collected in parks and rec
- Attendance figures
- Room counts
- Cash reports
- Maintenance reports
Maintenance reports show… (3 things)
- Work flow
- Productivity
- repairs made
Room counts
show facility use patterns, demonstrate to what capacity the facility is actually being used.
Cash reports
reveal how many people come to a facility, how much admission they are paying, and how much in goods and services they are purchasing
Attendance figures
necessary to predict future program participation, justify increasing or decreasing staff, or defending budget increase
SWOT analysis
strengths, weaknesses, opportunities, threats
What are some devices and techniques that can be used to establish a systematic accounting system for cash-handling practices that will discourage dishonesty, reduce potential corruption, and avoid participant criticism?
- Post a schedule of fees in plain sight at all locations
- Require at least two employees at admission entrances
- Rotate attendants
- Schedule frequent, unannounced visits by supervisors
True or false: a cash register is an acceptable control device for cash-handling procedures when only one employee is working
True
Purchase order
an agreement that the agency will pay for goods and services ordered
Petty cash
an amount of cash kept on hand and used for making small payments. May not be used for personal services, meals, or travel expenses, tightly controlled by fiscal dept.
Purchase Requisition (PR)
outlines the purchase and requires the proper permission to make the purchase
What are the 5 steps in a typical purchasing process for items falling below the bid threshold?
- Request a purchase requisition
- Obtain quotes
- Determine the means of purchasing (P.O., P-card, credit card etc)
- Make the purchase and receive the goods
- Submit receipt to purchasing/accounting dept.
What are the 3 steps to obtain a grant?
- Planning the project
- Searching for funding opportunities
- Writing and submitting grant proposal
What are 4 examples of Gifts, Donations, and Planned Giving?
- Wills
- Life insurance policies with the Agency as the named beneficiary
- Donations of land, stocks, and personal property
- Cash prior to or upon a person’s death
Sponsorships
Companies donate supplies, equipment, or stall time and skill. Typically cash or in-kind services.
How do both the Agency and the Company benefit from a Sponsorship?
The Agency receives goods or services and the Company receives recognition or a marketing benefit (media ads, logos at events, or access to participants).
What 4 things should a sponsorship proposal include?
- History of event/property
- Logistics
- Benefits of the event
- Establish sponsorship packages (title sponsor, presenting sponsor, official sponsor, official supplier)
Title sponsor
naming rights to event, often including first right of refusal for other sponsors. Gives sponsor the largest amount of publicity for the event.
Presenting sponsor
25-50% of the value of the title sponsor. Less publicity than naming sponsor.
Official sponsor
10% of the value of the title sponsor. Good for smaller businesses that want benefits of being associated with the event
Official supplier
less than 10% of the value of the title sponsor, most likely providing goods and services
Cost-recovery analysis
Determining what level of cost recovery (subsidization) different programs must achieve. Programs will be earmarked to make a profit, break even, or to be subsidized with other revenue streams.
Demand (for a program)
The minimum and maximum enrollment for a program of the projected number of participants at an event or a facility.
When establishing a price for the program, it is best to (under/over) estimate demand and (under/over) estimate costs
underestimate demand and overestimate costs
Fixed costs
do not change with the number of participants and remain constant for the duration of a program (ex:room rental fee, instructor fee)
Direct fixed costs
A result of conducting a specific program. If the program didn’t exist, the cost would not occur. Ex: hiring an instructor for paint night
Indirect fixed cost/overhead costs
Administrative expenses, utilities, maintenance, debt payment, etc. Costs incurred by the agency that are necessary but not traceable to a single program.
Changing fixed costs
Costs that change after a certain number of participants are added. i.e. 2nd Life guard after 25 swimmers.
Variable costs
costs that result from the actual operation of the program and charge directly and proportionately to the number of people enrolled. Ex: participants given a t-shirt, cost of t-shirt is a variable cost.
Formula for break even price
P = (F + V) / N
P = Price
F = all fixed costs
V = variable costs
N = demand for program
Public services
offered to the public at large and benefit the community as a whole. Are 100% subsidized (no fees)
Name 3 examples of public services
- Parks
- Trails
- Playgrounds
Merit service
has a partial cost recovery and partial subsidy.
Name an example of a merit service
Teen after school program.
Private services
for the benefit of the individual participating in the activity. Paid for by the individual, may break even or make a profit.
Name an example of a private service
A cooking class
Cost-recovery rate
the percentage that the program will be either subsidized, break even, or make a profit.
Once the cost-recovery rates are established, the final price of the program can be set using what formula to find the subsidy rate?
P = unit cost x (1-S), S = subsidy rate
A negative subsidy means the program…
Makes a profit
A 100% subsidy means the program…
is free
If the subsidy rate is 0%, then the program…
is priced at its break-even point
What three things should be included in a contract with a contractor, consultant, and concessionaire?
- Scope of duty
- Agency oversight
- Performance standards
What are some typical items included in a progress report for a contractor, consultant, or concessionaire?
number of programs conducted
attendance at each function
revenue and expenses for each cost center
noteworthy events or problems
work accomplished
important future work or activities
Inspections should include a rating instrument that…
comments on quality and quantity
identifies real or hidden problems
Inspections can be done by
Internal staff
other professionals
volunteers
True or false: An inspection can be done without the knowledge of a contractor
True- they can be done with or without the knowledge of a contractor
True or False: Most dissatisfied people complain about their service
False: Most dissatisfied people do not complain, they simply quit using the service. Agencies must be vigilant in seeking out and addressing complaints
Differential pricing
Charging different customers different prices for the same activity based on desirability of facility, location, prime or non-prime hours, customer age or ability to pay
Fees and charges are routinely set to (4 reasons)
- Recover costs
- Create new resources for other programs
- Establish the value of a program
- Influence behavior (late fees, replacement costs, promote use of non-peak time facility rentals)
To have an effective dialog about budget needs, you must be able to do three things:
- Have a thorough understanding of fees and charges
- Develop a program budget
- Justify expenditures (most important piece)
What are the three stages of creating a budget?
- Preparation
- Adoption/authorization
- Execution/implementation
What does it mean that the budget process is cyclical?
New budgets are being prepared as old ones are being executed
Revenue
money coming into the organization. May vary by season, be responsive to changes in operation, and subject to shifts in trends
Revenue comes from 5 different sources:
- Compulsory income (taxes)
- Gratuitous income
- Earned income
- Contractual receipts
- Investment income
What are the 5 types of taxes that agencies receive income from?
- Real property taxes
- Personal property taxes
- Sales tax
- Income tax
- Excise taxes
Real property taxes
Tax assessed on land and anything that is built or growing on it. Appraised by local assessor, generally 30-50% lower than fair market value.
Tax base
total assessed value of all properties within the political jurisdiction
One dollar equals how many mills?
1 dollar = 1,000 mills and is 1/1000 of the assessed property value
Personal property taxes
Tax household and business tangible property (cars, furniture) and intangible property (stocks and bonds)
Excise taxes
Imposed on a specific good or service.
Some are imposed to discourage production and consumption of these goods. Ex: cigarettes, alcohol
May be used for specific purposes such as to fund convention and visitors bureaus or to build or refurbish sports stadiums
Gratuitous income
Income received without expectation of a return including grants, gifts, donations, planning giving, and sponsorships
Earned income
Income generated by fees and charges. Program fees, admission fees, user fees, license and permit fees
Contractual receipts
Agencies contract with private agencies to sell merchandise or provide services for them. Ex: boat rentals, concessions, equipment shops, instructors.
Investment income
Derived from interest gained from investing agency funds into investment instruments such as money markets, stocks, and mutual funds. Some agencies will set up endowments from donations or bequests and use the interest from the accounts to fund special projects
What is typically an agency’s largest expenditure?
Personnel
Object-classification budgeting system
Grouping of expenditures on the basis of goods or services purchased.
Cost-control center
Any organizational unit that is administered by a staff person who is responsible for the activities of that unit, including its budget. Ex: Swim lessons, adult sports
Budget statements
report of allocated and expended monies
Allocated monies
money that has been budgeted and approved by the governing body
Expended monies
spent money
When obtaining a price quote, what does it mean to “stack the quote”?
Select businesses that they want to choose and a few others that are traditionally high-priced.
How can “stacking the quote” be avoided?
By establishing a list of approved suppliers from which to obtain quotes
Formal bid
a phase in the bidding process in which a potential supplier states the price it will charge a client for a project and details the terms of the project
Invitation for bid
vendors submit a sealed bid based on advertising specifications
Request for Proposal (RFP)
negotiated contract for goods and services wit the vendor, which details what they will do and at what cost
What are 5 typical items included in formal bids?
- The review process for the quote/bid (including deadlines)
- Specific services required by the agency
- RFPs require a budget and source of funding
- Contact names
- A clause written into the specifications that allows the agency to reject all bids
What are the four main financial reports that allow employees to monitor budgets?
- Income statements
- Cash flow statements
- Balance sheets
- Project or program reports
Income statements
demonstrate the profitability of the facility or cost center during a period of time (month, quarter, fiscal year).
Statement includes revenues, expenses, and net income
Cash-flow statements
Depict whether cash flow is positive or negative (is money coming in or going out?)
Balance sheets/Statements of financial position
Assets = Liabilities + Equity
Shows what the agency owes and owns
Assets
economic resources owned by an agency including land, cash, and inventory
Liabilities
What the agency owes such as bond payment, cost of equipment or supplies purchased that month
Equity
What the agency owns free and clear
Project/program reports
Outlines the financial status of a project or program once it is complete
Break-even analysis
Used to determine sources and amounts of revenue necessary for various participation levels. Can determine loss, break-even point, and contribution margins at different levels of participation and can determine subsidization needed
How often should room counts be conducted in a busy facility?
Hourly
Human resource management
design of formal systems in an organization to ensure effective and efficient use of human talent to accomplish organizational goals
True or false: The job analysis is derived from the job description
False: Job descriptions are derived from the job analysis
What are the 4 steps to developing job descriptions?
- Identify jobs under review
- Establish a list of people involved in the job analysis process
- Review existing documentation
- Determine and implement data collection methods
During data collection, what type of information is collected for a job description?
Tasks to be done on the job, personal characteristics necessary to do the task (education, special training etc)
What are the 5 job analysis methods?
- Critical incidents/observations
- Interview
- Job performance
- Structured questionnaires
- Task-analysis panel
Critical incidents/observations (job analysis method)
Observe and record employee behaviors (positive and negative) over an extended period of time
Interview (job analysis method)
collect first-hand perspectives of the tasks and responsibilities associated with the job. Both employees performing the job and supervisors should be interviewed to ensure all details are identified.
Job performance (job analysis method)
a “hands-on” approach. Requires park professional to perform the job being examined.
Structured questionnaires (job analysis method)
survey distributed to staff and supervisors. Typical information included: duties and responsibilities, level of supervision, physical dimensions of job title, tasks, behaviors, knowledge, skills, and abilities needed for the job
Task-analysis (job analysis method)
Most common form of job analysis used in municipal and county governments (and U.S. Military). Uses multiple techniques to examine job and responsibilities and tasks. Often uses a panel of experts to complete a task-analysis inventory, involving making a comprehensive list of tasks performed in the job that are reviewed and evaluated by the job holder.
Job description
A summary of the objectives of a job, the type of work to be done, the responsibilities and duties, the working conditions, and the relationship of the job to other functions.
Why are well-developed job descriptions important?
provide the basis for defensible, job-related HR decisions such as recruitment, selection, pay-for-performance decisions etc.
What 4 concepts should the PRP be aware of when creating a job description?
- Job
- Position
- Domain
- Task
Job
A group of positions identical with respect to their major or significant tasks that can be adequately addressed by a single job analysis. Ex: PT Naturalist
Position
Set of domains and tasks performed by an individual in the agency. Each employee has a position.
Domain
primary areas of responsibility in a job. Ex: programming, community relations, scheduling/rentals, facility management, marketing ,communications etc. Multiple tasks that are similar in scope are organized into one domain
Tasks
Specific work activity performed on the job by one staff within a limited time period.
Each task statement should… (3 things)
- Begin with an action verb
- Include only one specific task
- Describe what the employee does
Ex: Complete performance evaluations for officials
Ex: Develops annual operating budget for youth sports programs
How many tasks are typically included in each domain?
10 to 15
Job description format includes what 6 items?
- Job title
- Job identification
- Job summary
- Job domains and tasks
- Job specifications
- Disclaimers
Job title
Title assigned to a given job (ex: athletic coordinator)
Job Identification
often listed after job title, includes agency information (department, who the job title reports to, job classification/scale etc)
Job summary
Brief description (1-2 paragraphs) of the job and its responsibilities
Job domains and tasks
lilst of essential work areas and activities for the job
Job specifications
description of required qualifications to perform the essential functions of the job. Typical specifications include education, experience, physical demands, working conditions
Disclaimers
statements describing agency’s ability to change or modify job’s essential duties and/or tasks
Recruitment
the process through which the organization seeks applicants for potential employment
What factors determine how difficult the recruitment process will be?
Geographic location of the agency, agency’s reputation, legal and governmental regulations, salary and benefits program
The recruitment process should start with the development of…
A recruitment plan
Recruitment plan
a formalized, written plan that includes:
- The agency’s recruitment philosophy
- Recruitment goals and objectives
- Specific policies and procedures for the recruitment process
- Staff needs in the recruitment process (e.g. training in recruitment)
Realistic Job Preview (RJP)
a preview of a job that provides both positive and negative information about the job and the company
How is an RJP different from a typical job preview?
An RJP shows both the positive and negative aspects of the job, whereas a typical job preview only presents the positive
What are four ways that applicants may hear about part time/seasonal jobs?
- Advertisements
- unsolicited applications
- professional organizations/associations
- employee referrals
What is the advantage to using advertisements for part time/seasonal job positions?
Reach a large audience and can be directed toward a particular group
What are the pros and cons of employee referrals for a job position?
Pros: often high-quality candidates, as an employee wouldn’t recommend someone they didn’t see fit for the job
Cons: May be seen by staff as violating equal opportunity regulations. Employees and their referrals tend to have similar backgrounds, which may intentionally or unintentionally screen out certain protected classes
What are the typical stages in reviewing a candidate’s application? (4 steps)_
- Completion and screening of application forms
- Preliminary interview(s)
- Testing (aptitude, psychomotor, personality etc)
- Reference checking
Intentional vs. unintentional discrimination (hiring)
Intentional- hiring manager applies one standard to one set of individuals and another standard to another
Unintentional- when the adoption of certain practices or employment decisions results in substantial underrepresentation of individuals from a protected class
What are the steps of the interview process?
- Review job description
- Determine the interviewers
- Select the interview format
- Develop interview questions (guided by job description)
- Utilization of interview-assessment forms
- Interviewer training
Structured interview vs. unstructured interview
Structured interview- interviewer asks pre-determined questions based on competencies outlined in job description. Same questions asked in same order for all candidates. Easy to compare answers between candidates, set time frame.
Unstructured interview- Not committed to pre-determined questions, allow for a more natural conversation and give an opportunity to see how a candidate interacts with others. May be time consuming and difficult to compare responses between candidates.
Four types of structured interview questions
- Biographical
- Behavioral
- Competency
- Situational
What are the 6 steps to designing training for employees?
- Conduct a needs analysis
- Ensure employees’ readiness for training
- Ensure transfer of training
- Develop an evaluation plan
- Select a training method
- Monitor and evaluate the training program
What serves as the basis for the design, development, delivery, and evaluation of a training program?
Systematic needs assessment
What are the three components of a needs assessment?
- Agency analysis
- Person/individual analysis
- Task analysis
Agency analysis
Assessment of the agency (resources for training, managerial support etc) and its mission or business strategy to determine the appropriateness of training
Person/individual analysis
- Determines whether performance deficiencies result from a training issue or from a motivational/work design problem
- Identifies who needs training
- Determines staff readiness for training
Task analysis
Assessment and identification of the knowledge, skills, and/or behaviors that are in need of being developed/enhanced in the agency
Performance gap
the difference between actual performance and desired performance
Transfer of training
Trainees effectively and continually applying what they have learned in training to their jobs.
What three things heavily influence transfer of training?
- Trainee characteristics (motivation and ability)
- Training design (learning environment)
- Work environment (management/peer support, opportunity to perform)
What 5 work environment factors are key elements in promoting training transfer?
- Climate for transfer
- Manager support
- Peer support
- Opportunity to perform
- Technological support
What is a strategy to ensure that trainees utilize their new training?
Skill-based pay and/or pay-for-performance
What should be the focus of designing an evaluation plan for a training program?
Identifying the outcomes the training is expected to influence & determining the appropriate design of an assessment to evaluate employees after training
Ex: At the conclusion of this training, learners will be able to identify contributing factors to stereotypes of the park police)
21 question multiple choice quiz
What are the three outcome levels that training programs are typically evaluated on?
- Cognitive
- Skill-based
- Affective
Cognitive outcomes for training programs
Focus on static states of trainee knowledge and dynamic processes of knowledge acquisition, organization, and application.
Ex: verbal knowledge development, knowledge organization, development of cognitive strategies.
Skill Based Outcomes of Training
center on development of technical or motor skills
What are the three stages of skill development?
- Initial skill acquisition
- Skill compilation
- Skill automaticity
Initial skill acquisition
Transfer of knowledge to practice
Skill compilation
Result of continued practice of skill. Faster, less error-prone performance and integration of steps into a single act.
Skill automaticity
Trained behavior becomes routine
Affective outcomes
Views attitude as a learning outcome based on the reasoning that attitudes can determine behavior or performance
Training objectives
measurable competencies the employee should acquire as a result of the training program
Training Methods
how training content is organized and structured for the learner
Ex: lecture, panel discussion, field trip, demonstration, group discussion, audience reactions, question-and-answer period
What should the PRP consider when creating a schedule for an employee?
- Identification of duties and responsibilities
- How many hours an employee can work in a week
- What days employee is available
- Must be flexible and consider alternate schedules of employees in the event of bad weather, outside obligations, or other disruptions in previously planned programs or activities
Proper work scheduling requires…
assigning the right person to the right job at the right time.
Schedule for optimal job results and maximum personal satisfaction of the employee
What is the most important factor affecting employee retention and motivation?
Content of a work task assigned
What are the seven dimensions of work tasks that should be considered when designing jobs and assigning work tasks?
- Physical exertion
- Environmental conditions
- Physical location of work
- Time dimension
- Degree of human interaction
- Competency requirements
- Psychological characteristics
Supervision is characterized by what 8 activities in a Parks and Rec agency?
- Interpretation of agency goals and objectives
- Identification of each employee’s competencies and their willingness to acquire new skills
- Field observation of employees to determine skills
- Study and improvement of programs and services
- Visitation and interaction with employees to assist with improvement in efficiency or effectiveness
- Presentation of in-service staff training and development
- Furnishing of facilities, equipment, and supplies that are safe and essential for the fulfillment of the employee’s work responsibilities
- Evaluation of performance appraisal
Performance appraisals are used for decisions regarding… (4 things)
- compensation
- promotion
- staff development
- disciplinary action including termination
Performance appraisal
An evaluation that measures employee performance against established standards in order to make decisions about promotions, compensation, training or termination. Should not be based on attitude, motivation, or other characteristics that the PRP is untrained to evaluate.
What should serve as the basis for the performance appraisal instrument?
Job description
Basic objectives for conducting performance appraisals
- Determining whether or not to move an employee from probational to regular status
- Determining staff training needs
- Improving performance
- Determining compensation
Probation performance appraisal
conducted within first 30 to 180 days of employment
Identify areas where employee needs improvement
Evaluations may take place daily or weekly
Determines whether employee should be taken off probation
Staff training performance appraisal (6 steps)
Determines staff training needs.
- Specify job behavior to be performed
- Indicate acceptable standards of performance
- Measure how well an employee actually performs
- Indicate the difference b/w expectations and actual performance
- Decide which job performances can be improved through training
- Develop a plan for staff training and development to improve performance
Performance improvement appraisal
Improve performance of employee. Using job description, supervisor and employee select 4-8 job behaviors to improve upon and agree on a timeline for improvement.
Compensation performance appraisal
Determine the amount of merit salary increases. Most frequently used types of performance appraisals. Should provide a numerical or percentage ranking of employees.
What are the conditions that must exist before a pay-for-performance system can work? (4 conditions)
- Criteria for measuring performance must be identified and accepted by both employee and agency
- Employees must have an opportunity to improve their knowledge and/or skills (workshops, conferences etc)
- PRP must be able to measure performance in a valid and reliable way. Performance appraisal must be based on job-specific performance requirements, supervisors must actually observe staff performance
- Pay or merit increase must truly match performance.
Examples of formal volunteer recognition
banquets, awards, gifts
Examples of informal volunteer recognition
recognition of volunteers in reports and publicity, or meetings in which volunteer work is singled out for praise
Where is staff first informed of an agency’s polices and procedures?
Employee orientation session at the start of employment
What are the three stages of orientation?
- Preliminary- begins with initial contact b/w applicant and agency
- Pre-duty- just prior to beginning work at agency
- Continuing- goes on until the employee is fully absorbed into agency
During which phase of orientation is it most important to ensure staff is aware of HR policies and procedures and to promote job satisfaction?
Pre-duty phase. This is the phase where new employees develop anxieties about the job and new work environment, and where the employee develops an attitude toward the job (positive or negative)
Follow-up session to orientation
Should be held after one month. Held to address new problems or concerns affecting both employee and employer
How long does it take to plan a good orientation program?
3 to 6 months
What should each employee receive during the orientation program?
A employee induction kit or packet prepared by the agency’s personnel staff to supplement verbal orientation sessions.
What should be included in the employee induction kit/packet?
Agency orientation chart
Map of facilities/park areas
Copy of policy handbook
Key terms unique to field
Copy of union contract (if appropriate)
Copy of specific job goals and descriptions
List of agency holidays
List of fringe benefits
Copies of performance evaluations forms, dates, and procedures
Copies of other required forms
List of on-the-job training opportunities
Sources of information
Detailed outline of emergency and accident-prevention procedures
Telephone numbers, email addresses, and locations of key personnel
Copies of insurance plans
What should an employee’s personnel records contain?
Employee’s age
Gender and race
Address
Tax forms
background checks
Emergency contact
Previous experience
Official status in agency
Date of employment
Performance appraisals
Vacation
Leaves of absence
Absences due to illness
Accidents
Additional education
Disciplinary actions
Special achievements/commendations
Misfeasance
Conduct that is lawful but inappropriate
Malfeasance
Intentionally doing something illegal
Nonfeasance
Failure to act where there was duty to act
Disciplinary actions is typically taken due to what 4 things?
- Incompetence
- Misfeasance
- Malfeasance
- Nonfeasance
Or other negative behavior
Coaching
developmental activity to encourage performance improvement
Grievances
involve a formal process where a unionized employee files a claim of unfair conduct by the agency or its employees
What are the 4 steps to filing a grievance in a union?
- Employee meets with union rep and supervisor to discuss grievance
- Union reps communicate the grievance to supervisor’s manager
- Union grievance counsel or committee discusses the grievance with the agency’s management team.
- If the grievance remains unsettled, a third party (arbitrator) may be consulted to settle the dispute
What are the two main reasons that terminations occur?
- Employee is unable to perform the job’s basic functions
- Legal reasons
What are some practices that constitute effective supervision of interns?
- Serve as the liaison b/w the university and agency
- Assist intern in developing goals, objectives, and timetable for fulfilling them
- Conduct an orientation program for intern
- Monitor intern’s work
- Confer with intern on regular basis
- Provide supplies and equipment necessary for the intern to succeed in the work
- Evaluate intern’s performance
- Communicate purpose and results of internship program to admin and policy-making personnel
True or False: The agency is liable for negligent practices by an independent contractor
False
What should a contract agreement with an independent contractor include?
- Services to be performed
- Agreement terms
- Payment for services performed
- Specification of expenses incurred
- Equipment usage and expectations
- Status of contractor
- Specification of permit, licenses, and or certificate requirements
- Dispute resolution
- Unemployment or worker’s comp
- Insurance
- Indemnification (hold harmless)
- Termination of agreement
- Signatures from all parties
When assessing the needs for a natural resource area, what two things should be assessed?
The physical attributes of the area
The needs of the identified target market of users
What four issues require consideration when assessing a natural resource are?
- Environmental impact
- Access
- Developmental features
- Maintenance and operation
What is the best method for conducting an inventory of an agency’s assets, equipment, and supplies?
Itemized checklist
What is one step to ensuring that the programming provided by an agency is meeting or exceeding the community’s needs?
Conducting an inventory of internal and external programs in the community
True or False: Partnerships between agencies can cross sectors (ex: a public agency can partner with a non-profit, a commercial agency can partner with a public agency)
True
A written agreement between two agencies forming a partnership should include what 5 items?
- Outline of each agency’s responsibilities
- Legal responsibilities and liabilities
- Staff and program supervision details
- Quality control
- Partnership dissolution and review process
What are typical reasons that partnerships fail?
- Lack of communication
- Lack of evaluation of the partnership agreement and the partnership itself
- Loss of control of resources by one agency
- Lack of trust by partners
What are three methods that agencies can use to communicate with the public and outside organizations?
- Speakers bureaus
- Employee Relations
- Public meetings
Speakers bureaus
Speakers discuss the organizations as a whole or a particular area of interest for civic clubs, PTOs, or professional groups
Employee relations
Internal communication within an agency including newsletters, brochures, websites, and personal communication.
What three practices, encouraged by the EPA, reduce the amount of waste requiring disposal?
- Waste prevention
- Recycling
- Composting
What are the three elements of an energy-management plan?
- Purchasing clean and reliable energy at the lowest costs
- Replacing old equipment and systems with new, efficient technologies
- Operating energy-consuming equipment properly
Energy accounting system
provides the agency with the ability to track and measure the success (or lack thereof) of energy-efficient strategies
Why should you maintain documentation of equipment use, problems, and maintenance?
Can increase troubleshooting ability while decreasing the amount of time spent defining and solving operational problems. Can also serve as a training aid when orienting new staff.
How should the PRP implement Green Initiatives within the agency?
- Requires a supportive culture within the agency
- Assess the agency and its operations to identify potential areas for improvement
- Develop an action plan including strategies to improve green practices within the agency
- Develop an evaluation system to track and monitor green initiatives
LEED program
(leadership in energy and environmental design)- basis for evaluating a building’s energy performance. Constantly evolving rating system developed by U.S. Green Building Council in 1993. Three levels of certification: silver, gold, and platinum
What are the fourteen tasks that must be performed to maintain a park?
- Turf care
- Fertilizer
- Irrigation
- Litter control
- Pruning
- Disease control
- Snow removal
- Lighting
- Surfaces (ex: wall in need of paint)
- Repairs
- Inspection
- Floral planting
- Restrooms
- Special features
“Tile floors will be wet-mopped once per day when the facility is operated” is an example of (Maintenance standards or Maintenance productivity standards)?
Maintenance standards
“When using a twenty-one inch rotary push/trim mower, an employee should be able to trim mow 4800 square feet of turf in one hour” is an example of (Maintenance standards or Maintenance productivity standards)?
Maintenance productivity standards
Routine maintenance
Activities that preserve or improve the appearance of a facility or piece of equipment. Cycle dictated by seasons, previous experience, or user preference.
Ex: Stripping/waxing floors, Painting walls, changing furnace filters
Which is completed more often- housekeeping or routine maintenance?
Housekeeping
True or False: Neglecting routine maintenance will result in an immediate loss of service
False: neglecting routine maintenance will seldom result in an immediate loss of service, but continued neglect of them may lead to failures.
A written landscaping plan should include what 4 items?
- Detailed inventory of site (features, fauna, facilities, topography, soils, utility and communication lines)
- Goals and objectives of the plan
- Listing of maintenance tasks and standards defining the successful fulfillment of the task
- Format for scheduling routine and infrequent maintenance work
What three things dictate how frequently preventative maintenance should occur?
- Mechanics of an item (how sensitive is it to misalignment? How much lubrication does it require?)
- Cost of equipment (preventative maintenance would be performed on a copier, but not a pencil sharpener)
- How important is the equipment? (Zamboni for an ice skating rink = super important, water heater for a shower not as important)
Environmental Protection Agency (EPA)
Monitors and enforces pollution related standards and policies
Equal Employment Opportunity Commission (EEOC)
Responsible for enforcing federal laws that make it illegal to discriminate against a candidate or employee because of a person’s race, color, religion, sex, national origin, age, disability, or genetic information
Food and Drug Administration (FDA)
a federal agency charged with enforcing regulations against selling and distributing adulterated, misbranded, or hazardous food and drug products
National Labor Relations Board (NLRB)
Safeguards employee’s rights to organize and determine whether to have unions as their bargaining representative; acts to prevent and remedy unfair labor practices
Occupational Safety and Health Administration (OSHA)
Assure safe and healthful working conditions for workers by setting and enforcing standards and by providing training, outreach, education, and assistance
What are the two types of walk-in registration methods?
Central location (typically agency’s main office)
Program location
What are the 5 types of program registrations/reservations?
- Walk-in
- Mail-in
- Telephone
- Fax-in
- Web-based
What should a registration/reservation form include (9 items)?
- Date of registration
- Participant’s contact info
- Programs the participant wants to register for
- Program fee
- To whom the check should be written
- Info on the post-registration specifics (where to meet, wait-list info)
- Liability release
- Payment method info
- Instructions about where to send registration
What is the primary reason for conducting opening, routine, and closing inspections?
Patron safety
What are the two types of opening and closing inspections?
Daily and seasonal
Who has the responsibility of developing opening and closing inspection checklists?
The frontline supervisor
Daily opening inspections
Focused on making sure facility is ready for intended use. Usually contains directions about opening various areas including set up, lighting, temperature controls etc.
If irregularities are noted, the individual on duty would need to take appropriate actions
Daily closing inspections
Focused on security of buildings and shutting down devices to conserve power.
Thorough inspection required to ensure patrons have left the building, all machines are shut down properly, and area is secured
What are some potential steps that can be taken when a hazard is identified in a facility (dependent on severity of hazard)?
- Complete a work order or implement other procedures to have hazard repaired
- Close part of facility
- Close entire facility
Seasonal inspections
Focused on turning on and off machines and making sure that facility is in presentable condition for season.
What is an example of providing direct supervision of a facility?
Lifeguarding a pool
An operations checklist is developed to…
provide systematic surveillance of an area.
Ex: periodically inspect restrooms and kitchen for cleanliness, Take down and set up equipment for each activity, complete emergency clean-ups, rove through facility to create a security presence
When are operational manuals required for a facility or program?
- When there is a greater responsibility for the supervision of more employees, including part time and seasonal
- When a more comprehensive detail of how things are to be done is needed
- When there are intricate processes that are required for operation of the program or area
What are the general responsibility areas that may be included in an operational manual for a program or facility?
- Security issues
- Staff issues- # of staff, qualifications etc.
- Utilization issues- appropriate use of facilities and equipment
- Inspection issues
- Hazard issues
- Enforcement issues- enforce safety, prevent dangerous practices
- Special equipment
Operating data includes…
Attendance, revenue, expenditures, maintenance, marketing
Analyzing attendance data can…
guide resource allocation decisions (human, physical, or financial)
Increase operational efficiency
What are 5 ways to collect operational data?
- Observations
- Computer-based tracking software
- Registrations
- On-site counts (sensors, clickers, turnstiles etc)
- Projected counts- used when attendance data is not feasable
Expenditure data
Used if accounts are managed on an accrual basis. Includes total charges incurred, whether paid or encumbered, and current expenses
What are four of the most common types of expenditures?
- Encumbrances- purchase orders, contracts, salary commitments
- Contractual services
- Capital outlay- expenditures for land or existing structures, improvements on grounds, construction of rec facilities, additions or remodeling, equipment purchases
- Debt service- expenditures for retirement debt and interest payments for facilities or rec areas
Marketing data can help answer what question?
Is it working?
What information should a PRP compile in the event of an accident to defend the agency against potential legal action?
- Interview witnesses
- Record evidence and information
- Preserve, when feasible, physical evidence
Difference between accident and incident report
Accident reports involve an injury, incident reports are for incidents without injury (customer complaints, behavior problems etc)
True or False: Accident reports should be completed immediately after the victim has been properly cared for and the area is secured
True
True or False: Accident reports should include opinions and comments about the accident and how it could have possibly been avoided
False: This could be potentially damaging should a liability suit occur
What information should an accident report contain?
Where the accident occurred
Severity of accident
Time of day
Whether activity was supervised or unsupervised
Complete names, addresses, and phone numbers of witnesses
What are 6 preventative building safety and security procedures that can be used in addition to inspection checklists?
- Lock and key security
- Fencing
- Fire protection
- Safety items (AEDs, first aid kits, weather radios, CO2 alarms)
- Signs and symbols
- Illumination
What are three types of emergency plans that all agencies should account for?
- Weather-related threats
- Threats from plants and animals
- Societal threats
A community parks and recreation master plan is a document that provides…
An inclusive framework for orderly planning
What is the best reason for conducting routine facility inspections?
Guarantee patron safety
Any facility built after what year must be readily accessible for people with disabilities?
1992
A Park and Rec agency identifies the level of maintenance that is acceptable through…
The establishment of maintenance standards
Upon arrival to open a facility, the PRP finds that the door is open- what should they do?
Call law enforcement
Capital expenditures
made to finance projects that are costly, such as land acquisition, park development, and facility construction/renovations
What is a major disadvantage of program-location registration systems?
Increased likelihood for cash-handling problems
Specific supervision
observing, overseeing, and managing the conduct of a specific activity, facility, or program
Ex: lifeguarding, instructional classes
General supervision
Less of a hands-on approach. Typically does not include activity instruction
What are the three goals of general supervision?
- Ensure the program is actually being conducted
- Observe program operations to make sure they are being delivered as they should be
- Observe program staff
Special event supervision
Supervision of one-time or infrequent events
Ex: holiday events, festivals, cultural celebrations
What are 8 types of reports that may be used in program reporting?
- Program plan
- Supply requisition
- Reservations
- Maintenance work order
- Contractual services
- Accident reports
- Incident reports
- Evaluations
Purpose statement
provides a rationale for why the agency is developing a program. Should be logically derived from the agency’s mission or vision statement. Can also be used to justify budget expenditures and inclusion of the program as an offering by the agency
Program goals
clear, general statements about what an agency wishes to accomplish within a program
What are the two categories of program goals?
- Management goals
- Behavioral goals
Program management goals
specify the management actions needed to implement the program
Behavioral program goals
Establish the behavioral outcomes that will result from participating in the program
“To secure sponsorship so that the volleyball program can be offered free of charge” is an example of a
Program management goal
“To improve participants’ knowledge of volleyball rules” is an example of a
program behavioral goal
Program objectives
Specific, measurable statements that lead to the accomplishment of the goal. Each goal will have 2-4 associated objectives that will detail how the goal is to be accomplished
A well-written objective will address what four things?
- Audience- who is involved in the objective
- Behavior- what will be accomplished
- Condition- how the objective will be accomplished
- Degree- when the objective will be accomplished
formative vs. summative evaluation
Formative- conducted while program is being operated. Primary role is to provide ongoing feedback. Used to shape a program as it is happening
Summative- Conducted at the end of a program. Primary role is to help document a program’s outcomes and impact to funding agencies and other audiences. Will also provide data that will help determine if a program is worth continuing or modifying
Quantitative evaluations
obtaining information about relationships among variables wit the purpose of explaining, predicting, and/or controlling phenomena.
What are four quantitative evaluation tools?
- Head counts
- Surveys
- Observations
- Interviews