Joining the Team

Spotlight on Excellence

Excellence is not perfection. It’s about doing our best and constantly improving.

When Sir Dave Brailsford became head of British Cycling in 2002, the team had almost no record of success: British cycling had only won a single gold medal in its 76-year history. That quickly changed under Sir Dave’s leadership. At the 2008 Beijing Olympics, his squad won seven out of 10 gold medals available in track cycling, and they matched the achievement at the London Olympics four years later. Sir Dave now leads Britain’s first ever professional cycling team, which has won three of the last four Tour de France events.

Sir Dave, a former professional cycler who holds an MBA, applied a theory of marginal gains to cycling — he gambled that if the team broke down everything they could think of that goes into competing on a bike, and then improved each element by 1%, they would achieve a significant aggregated increase in performance e.g. handwashing, pillows, etc.

An excellent team is always looking for that 1% improvement in everything they do e.g. learning to greet in different languages, better coffee making, etc.

Overview of SOT

Qualities of a Service Operations Team member

Welcoming is an incredibly important ministry.  It is imperative that the men and women serving on SOT possess certain qualities and gifts.  God gives his people various gifts to be used for the building up of the body of Christ, different gifts will be needed in each role within SOT, however, there are also common qualities that all serving on SOT should have.

• SOT member needs to be someone who has experienced the love of God through the Lord Jesus and has been welcomed into God’s family – a Christian. Are you a person who has put your trust in the Lord Jesus?

• A SOT member must be living a godly life, a life worthy of the gospel. Not just at church, but at work, at home and even in private.  Our lives are to reflect the message that we bear.
• It is important that a SOT member feels positive about ICC. This is God’s church, and He is working in and through it.  It would be harmful to the ministry to have someone spend most all of their times complaining about the Church.  Are you excited about sharing our church with whoever might walk through our doors?
• Friendliness! First impressions last!  A newcomer will form an opinion very quickly as to whether this is a welcoming place or not. Therefore, we must willingly serve with a smile and be friendly to the newcomer.  As the saying goes ‘you only get on chance to make a first impression’.  If people come to our church for the first time have a friendly and welcoming experience, this gives further opportunity to reach and connect with these people.
• Finally, it is essential that a SOT member is faithful and committed. Faithful in prayer and committed to the ministry of SOT.  Commitment will be seen in being regular at church, being punctual and reliable.

• Faithful

Jesus puts a high premium on faithfulness. It was the ultimate commendation given by the master to those who have fulfilled their duties in the parable of the talents –“You are a good and faithful servant” (Matt 25:14-30). The faithful was rewarded with “many more responsibilities” (promotion).

Jesus mentioned three areas of faithfulness. The first one is being faithful in little

things. [1]He asserted that “whoever can be trusted with very little can also be trusted with much” (Luke 16:10). Maturity, integrity and leadership is not built up on the big things in life. It’s built in the small things—in the stuff that nobody sees, in the stuff behind the scene, in the small, unseen, non-spectacular tasks or decisions in life.  Second, one has to be faithful in managing “unrighteous wealth”[1]. Finally, Jesus also emphasized the importance of being faithful with “other people’s things”[1] (Luke 16:11).

Being a SOT people, many times we may be dealing with seemingly small things e.g. straightening the chairs, picking up rubbish from the floor, smiling to the newcomers. But when we are faithful with these little things, we are positioning ourselves for “being trusted with much”.

• Available

Available means “able to be used or obtained; to be at someone’s disposal”. We need people who are available to God, to His church and to be trained and mentored. When we make what we have available to God, even if we do not have much, God can multiply. However, even if we have plenty, but are not willing to make it available to God’s work, we will not be able to contribute much.

Isaiah 6:8 “Then I heard the Lord asking, “Whom should I send as a messenger to this people? Who will go for us?” I said, “Here I am. Send me.”

• Involved

We need to be actively involved.

• Teachable

A teachable person is “humble and willing to learn, grow and receive correction”. We need to be teachable or our capacity will be capped.

• Hungry

Hungry people are those who are eager for more…more knowledge, more training, more responsibility

Carepark and Security Team Overview

Mission: The team is the first point of welcome and hospitality to all who come to ICC! The goal is to create a welcoming atmosphere so guests can be opened to the gospel.

 Roles and Responsibilities in the Parking Area

• Sweep and clear the drop off area.
• Wear a high-vis jacket or vest to ensure you can be seen easily in the parking lot
• Greet guests by smiling and attempting to genuinely connect with them through their windshield.
• Put out proper signage and cones where necessary
• Direct traffic. Remember people are friendlier than signs and cones. Smile and wave as you direct traffic.
• Use traffic wands or large gestures to give clear directions to guests entering the car park
• Gather all cones, signs, nametags, etc., and put them back in their proper place when traffic has dwindled after the service.
• Always be prepared to help those in needs e.g. those carrying lots of stuff, umbrella during rainy days.

 Roles and Responsibilities as Security Team

• Be aware of the surrounding and conduct a sweep of the entire church, inside and outside, looking for anything/anyone suspicious
• Maintain assigned post
• Report any suspicious activity to team leaders
• Escort the finance team to the counting room after tithes collection

HOST Team Overview

Mission:

The definition of a Host means door keeper but in truth, our church greatly depends on diversity and magnitude of the many services Hosts provide.  Each Host has the opportunity to impact the lives of new and existing people in the church and should be viewed as an extension of the pastor’s hand.  In most cases, they provide the first impressions of church and ministry of the pastor.

In ICC, we believe that a Host’s performance can make or break the outcome of the service as well as bring a true reflection of how friendly and loving ICC really is.

Hosts set the spiritual climate of the service by presenting a joyful attitude, make others feel welcome and comfortable, and make sure that everything is flowing in a proper order so that everyone is free to worship without interruption.

Attire/Uniform 

• All Hosts must be well groomed, neat, and dressed appropriate.
• Attire should include slacks; Supplied ICC polo shirts.
• Closed toe footwear must be worn to ensure personal safety.

SET UP Team for All Services

Ground Floor

• Assist and receive instructions from the team leader
• Make sure the ground floor function areas and all toilets are clean and tidy
• Put out proper signage
• Turn on the music in the function area
• Gather any items to be passed out as people enter
• Clean up any rubbish lying around or any spills
• Check pamphlet display rack to ensure the up-to-date information and events are being promoted.

Auditorium Level

• Ensure the balcony room is tidy. Turn on the TV and speakers so that the parents can listen to the Sunday service.  Ensure the Airconditioning unit is on.  Put out the big playset for the toddles and ensure all the blinds are downTurn on air con in the balcony room and nursery
• Check the bin in the balcony room and ensure it is empty and clean
• Check the nursey area to ensure it is tidy and clean. Spray the air fresher if necessary.  Check the toilet in the nursey to ensure it is clean and tidy
• Make sure display TV working properly
• Ensure that there is enough Bibles available for people to use. The Bibles are located on the bookshelf near the front entrance door.  If you need to top up with more Bibles, please see Susan Chong at the Resource Desk.
• Put away seat covers (morning services) or set out seat covers (evening services) in the auditorium
• Make sure seating rows are clean and organized. Check brochures at the back of seat to ensure they are up to date, remove out-dated materials.
• Maintain supplies at the Altar, making sure oil, tissues, Bibles, pens, and offering envelopes are available
• Checking all bathroom facilities are clean. Spray freshener if needed
• Make sure display TV next to the resource desk is working properly
• Set up translation units and make sure they are working properly.

Hosting

Front Door

• Greet all arriving members and guests with warm and enthusiastic smile. Make eye contact.
• A host must display a servant’s heart, willing to serve anyone, no matter how big or small the request.
• Provide direction to the restroom, toilets, nursery, etc.
• Try to identify new guests and hand them the welcome bags. Invite them to fill out the welcome card. Please ensure the following information are filled in i.e. names, addresses, emails and phone no. If a new guest is reluctant to give away personal information, do not force them but encourage them by saying, “I collect these information so that we can keep in contact with you and let you know some of the services that we provide as well as upcoming events or activities that you might be interested in”
• Assist the elderly and handicapped out of their cars and into the church

Auditorium

• Usher people to fill up the front rows first
• Look out for empty seats and usher late comers to those seats
• If there is an emergency, alert the service director

 Offering Collection

• Have enough Hosts for each isle of the auditorium.
• All Hosts will proceed together, walking in unison from the back of the building to the front, and will turn and face the congregation.
• Each Host to be in attention to any congregation member wanting an offering envelope or assistance.
• Each Host will go to their section and stand at the end of each row, passing the offering buckets down their respective row, rotating every other row, and observing the Host at the other end to make sure the flow of the offering is managed well. There may be times when the offering may be slow due to someone writing an envelope, the other Host continues to pass the offering place to the next row or slow down enough to allow the other Host to pass their plate to the next row.  It is also permissible to continue receiving the offering and come back to the one who has needed more time to complete their offering.
• Each Host will hand their offering buckets to security once they have been collected.

 Communion

• All Hosts walk slowly from the back of the auditoriym to the front in unison and turn facing the congregation.
• Once all hosts are in place, the pastor will ask the hosts to distribute the elements. Each host will gather a communion tray or plate with two Hosts being assigned to each section of pews or chairs to distribute to elements to the members.
• One host will be assigned to serve the platform and another will be assigned to serve other people in the church, such as the sound and tech group, musicians, nursery and overflow rooms.
• The pastor will read the communion scriptures.
• Once the communion is over, hosts are required to collect all cups from the congregation.
• Hosts will be allowed to go back to their seats.
• Host team to collect all communion ware, wash and return to their appropriate storage areas.

Ministry altar call

• Come out promptly the moment the pastor gives the altar call
• Help people to come closer to the stage
• Line people up with enough space between each line for hosts and pastors to move through
• The host team members should spread themselves behind the first line of people
• One host to tag each pastor once the pastor starts moving
• Maintain the flow. If there’s plenty of room at the front, don’t rush the people. If it is getting very crammed. Gently get those who have been prayed for to go back to their seats and move those from the second line up to the front.

Catching

• Catching is very important from both a safety and a liability standpoint. A person who is injured in a fall may have legal grounds to sue the church.
• Catch people in proper manner. The host is not actually catching the person; he or she is simply breaking the fall. Do not try to carry a person’s weight to the floor. Let the individual lay backward as you support the head and the small of the back, not allowing the person’s head to hit the floor. Two person should catch larger person or have someone stronger to catch a larger person.
• Put modesty cloth over any ladies who are lying on the floor.

Emergency Procedures

Emergency Procedures

Emergencies are rare, but they do occur.  When they do, the SOT function as a team in cooperation with security, medical personnel, pastoral staff, and Care park attendants.

1. Security Situation

• The most common scenario is someone acting aggressively or inappropriately and beyond your ability to control.
• Contact the SOT Team Leader or Service Director to summon police officers into the building.

2. Fire

 Detailed emergency evacuation procedures will be posted in prominent positions in the church.

• hosts guide everyone out of the building and stop parents from running to get their children. All will exit through emergency EXITS and assemble in the designated place for a headcount.
• Emergency EXIT signs are prominent throughout the building. Follow these signs for a speedy and efficient exit.
• Running is discouraged.
• The ICC Kid’s ministry team is responsible for evacuating the children.
• The Care park team keeps the lanes open for emergency vehicles and guides them to the building.
• Further training in evacuation procedures will be held regularly.

Resource Desk Team Overview

MISSION

The team’s mission is to provide resources to the church members as well as facilitating any sales (ie. books & DVD’s, T-shirts) or event registration.

Team Leader (Information Specialist Leader)

Roles and Responsibilities of Team Leader

• Arrange schedule and roster
• Assign tasks to team members
• Recruit team members
• Provide training and induction to team members

Team Members (Information Specialist)  

1. Pre-Service Prep

• Be on time at 8:30am
• Familiarise yourself with merchandize, pricing and any event registration that need to be carried out that day
• Familiarise oneself with all upcoming events  

2. Set up

• Open cupboards 3, 4, 5 (keep other closed). Note: the key should be in the top drawers or designated team leaders.
• Clean and tidy the display table
• Display the desks with items to be sold
• Take out the EFTPOS and make sure it is charged
• Take out the laptop that is located in the cupboard on the side. Charge the laptop. Log in using user ID “MCC Volunteer” with password “ICC4006”.
• Count the float which is found in the red pouch in the bottom drawer.

3. Service

• Maintain positive body language (smile, make eye contact, and stand with good posture)
• Greet each guest enthusiastically as though you were expecting them. 

4. Pack up when service starts

• When the service starts at 9am, place down black cloth, located on the left side bottom drawer of the information desk over the items for sale.
• Lock all cupboards and drawers.
• Leave the eftpos machine under the information desk while it is charging.
• Leave the laptop on the floor behind the side desk, while it is charging.
• Ensure you lock up the petty cash in the bottom right drawer. Take keys with you.

5. Call time

• Pre-service cut off : 9am
• Post service start time: 10 mins before service ends.

6. Handling finance

• If people pay by EFTPOS:
• NO surcharge for resources items.
• 5% surcharge of all event registration eg. Synergy, Cherish, etc.
• At the end of the shift,
• Count all cash sale and mark in counting sheet (separate dollar and coin values)
• For any credit card sales, add in counting sheet
• Remember to itemize all good sale
• Clip the counting sheet with the credit card and cash slip
• Place the counting sheet, credit card receipt and cash received in sealed plastic bag and into red pouch.
• Make sure all transactions are entered separately
• Photograph the slips and put in the WhatsApp chat. Also put total sales ofthe days in a separate list on WhatsApp.  Even if there are no sales, just put in the group chat, there are NO SALES for recording purpose.
• With CREDIT CARD, ensure you do the cutover settlement by pressing :
  • Press Menu
  • Press Settlement
  • Press Cutover
  • It will display TERMINAL CUTOVER PROCEED?
  • Press YES
  • It will print out the total of the days receipt by eftpos.

Note: It may sounds corny, but it creates purpose and vision around the role.  You are a Help Specialist, therefore, it is important for you to know what’s going on in your church!  The Help Specialist need to have exhaustive inside information about things like……

• Upcoming events
• Nursery/Sunday school protocol
• How to tithe online
• When Abide youth ministry meets
• How to sign up for a connect group
• How to become a volunteer
• How to get a copy of last week’s sermon

Your role is to build relationships with any guests that come.  You should always start with an introduction.  Of you can get to know people and make relational connections, it will create a sticking point for guests.

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