Your performance

We know you want to do a great job in this position! Here is everything you need to know about what great performance looks like as a Lively Helper. We will be working with you to cultivate these behaviours during your time at Lively, which will serve you well throughout your career.

Policies

As a foundation, please ensure you are following Lively's policies in your work, including our Community Code, Anti-Discrimination Policy and all safety practices.

Role expectations

• Prompt response to communications from the HQ team and members.

• Session notes and timesheets are consistently completed at the end of sessions as part of the ‘check out’ process on Lively app. Notes are detailed and well-structured and written in a professional, objective tone with proper grammar and punctuation.

• Relationship with members, partners and other Lively employees is positive and professional. Showing an ability to learn and grow from challenges.

• Minimal rescheduling or cancelling of sessions with members.

• Member service requests are accomplished to a high standard/to members’ satisfaction.

• Punctual arrival to sessions—five minutes late is still late! If you’re running late to a community tech help session, always contact the centre staff using the details on their matching request. You will be unmatched from community tech sessions if you are late twice within two months.

• Following through on commitments: in particular, not asking to drop members or dropping out of community programs part way through. You may be unmatched with a community tech program if you drop out of a shift two or more times without providing advance notice (e.g. immediately at the beginning of the shift).

We also request that you be working with at least two ongoing members or programs at any one time while employed at Lively. The team will make every effort to make sure this is possible.

If things aren't working

We know that you want to do a great job! If you're having difficulty meeting the Helper expectations, we'll do everything we can to support you to do so.

1. If a persistent issue arises where you're not able to meet the Helper expectations above (e.g. being unmatched from a community tech session due to lateness or last-minute cancellation) our Support team will arrange a check-in with you to work through solutions.

2. If a second issue arises, a formal review with the Support Team will be organised, where we will map out a plan with you for how we can support you to improve, and what we'd like to request from you.

3. If a third issue arises during this review period, unfortunately you will be let go from employment at Lively. We're sure it won't get to that!