Welcome Lounge for New Guests



To make meaningful connections with people visiting the church to encourage them and gather their information, getting them started the discipleship journey




Job Profile
Position: Welcome lounge team overseer
Hours: 30 mins before service and 1 hour after service
Skills to be demonstrated in this role will include:

Organisational skills, Relational people skills, conflict resolution, problem solving skills


 Roles and Responsibilities of Team Overseer

  • Recruit new team members
  • Train and induct new team members
  • Organise meeting as needed
  • Provide efficient communication to the team
  • Organize and communicate the monthly schedule of team members serving each week
  • Provide guidance and problem solve as needed



Job Profile
Position: Welcome lounge team leader
Hours: 30 mins before service and 1 hour after service
Skills to be demonstrated in this role will include:

Organisational skills, Relational people skills, conflict resolution, problem solving skills


 Roles and responsibilities of the team leader 

  1. Co-ordinate the team
  • Reinforce vision with the team members
  • Assign team members to specific areas of the auditorium
  • Assist members to finish tasks according to the checklist
  • Call and email team members during the week (e.g. remind them of the roster)
  • Maintain standard of the team e.g. attire, name tags, etc.
  • Make sure the team attend SOT meetings
  1. Welcome and train new volunteers
  • Meet with new volunteers and explain what the purpose of the team is and their role within the team. 
  1. Pre service set up
  • Set up the welcome lounge
  • Turn on light and air con (summer time)
  • Wipe the table. Place pot plants, sugar, stirrer, serviettes
  • Cut the cakes (kept at small fridge in the coffee and tea area)
  • Ready the serving table—new guests card, name tags, pen, and tea bags, kettle, milk
  • Fill the kettle with fresh water from the tap. 
  1. Create meaningful connections
  • Ensure team is working effectively before and after the service, making meaningful connections with new guests
  • Before service, scan the coffee pot area for any new guests
  • Be ready at the welcome lounge 10 mins before service finishes
  • Ready to welcome new guests with a big smile. Spot them walking down the stairs
  • Invite them into the welcome lounge
  • Actively engage with guests that are in the lounge e.g. treat them as friend, offer them a cup of tea/coffee/cakes, start common conversation to get to know them first. In the middle of the conversation then politely ask them to complete the information card (make sure phone number and email address is on it). 
  1. Collate and compile information
  • Collect information cards and make sure card are completed. Enter all information to UCare
  • After the newcomer left, take photo of the new guests’ card and place the hard copy in the box at the front counter
  • Input the details into the ucare app.
  1. Post service pack up
  • Clean up the room, put everything back.
  • Turn off all the lights and air con and close the door. 
  1. Follow up on new guests
  • Follow up on new guests according to the 12 week follow up plan
  • Connect with new guest through phone/SMS/Email
  • Follow the 12 weeks program and invite new guest to various programs within the Church.



Job Profile
Position: Welcome lounge team members
Hours: 30 mins before service and 1 hour after service
Skills to be demonstrated in this role will include:

Organisational skills, Relational people skills, conflict resolution, problem solving skills


 Roles and responsibilities of the team member

  • Welcome new guest that come to the Welcome Lounge
  • Make conversation and create a friendly environment. The conversation should be informal. Make sure the new guests are comfortable
  • Give the new guests some basic information about the church
  • Get new guest to fill out their information so that we can stay connected
  • Hand card to team leader
  • Consistently update yourself about the upcoming events and discipleship programs through our website and verbal announcements.

Conversations with Guests – What’s their story? Be Sensitive

 Care must always be taken when approaching someone of the opposite gender, or someone of a different ego or ethnic background etc.  The important thing is to be sensitive.

Greeting new guests, start by asking five questions that ensure they feel at home:

  • Where are they from?
  • Have they been to church before?
  • Is this their/his/her first time in a while?
  • Is this their/his/her first time ever?
  • How many kids do they have?

For many of us starting a conversation with a stranger is daunting.  But we need to remember that a new guest will be far more nervous than us and will probably be hoping that someone will talk to them!  The first hurdle is to simply introduce yourself.

If you are certain that they are new you might say:

  • Hi I’m ……. Is this your first visit to ICC?
  • I don’t think I’ve seen you before, welcome to church. My name is …….?

If you are unsure you might say:

  • Hi, I don’t think we’ve met, my name is……..

Walking in the footsteps of our new guests

Here are seven things that happen over the course of a Sunday at ICC for our first-time guest:

  1. Driving up

This is their first impression of SOT.  The Care-park team are the very first impression that people have of ICC, there is no job more important than yours.  JUST SMILE!  😊


  1. Walking in

Our foyer is a key place we make people feel welcome.  It is a place to clarify any confusion for anybody as to where they should go.  It is important for an usher to greet any new person and introduces themselves to our new guest.  Guide any new person on where they should go by asking them question like “are you waiting for anyone?” as some new guest may have been invited to ICC by their friends.  Get them a free coffee from the Coffee Pot and introduce them to the leaders and pastors of ICC.

  1. Kids Check-in  

How are you helping people understanding where their child goes?  Introduce them to the ICC Kids team and ensure the new guest is comfortable and ensure them that their children will be safe.  You can communicate with guest by saying, “Hey, I just want you to know that there is no safer place than the Sunday School area of ICC.  There is no place that is better organized or friendlier.”

  1. Sitting down

When the new guest walks into our main auditorium, smile and say hello to them, introducing yourself to as they enter.  Guide them to their seats and if possible, introduce them to the regulars seating around the area.  Offer any help the new guest might need (for example, accompanying them to the nursery, help them to find the toilet etc.)

Take note of where the new guest is sitting so that you can introduce them to the Welcome lounge team if possible.  Guide them to the Welcome lounge area if they are happy to stay behind after the service.  Again, it is important for us to be aware of giving the new guest the personal space that they want.  We need to learn to develop a sense of how a new guest is feeling.

  1. Picking up

How are people going to pick up their children?  What procedure should they follow?  Be ensure you guide any new guest where to go to pick up their children. Escort the new guest personally to the appropriate Sunday School room to pick up their children.

  1. Before the new guest leaves

Encourage the new guest to fill in a newcomer’s card.  This can be tricky but is an important step in being able to care for the new guest.  We only need to invite the new guest to fill one in; we are not demanding that they do so.

Go with them to Welcome Lounge.  The host at the Welcome lounge will be inside, chatting to people, making them feel at home and offering to help them in any way they can.

Always remember to invite the new guest back next week.

  1. Driving off 

Make sure there’s a clear and easy traffic pattern for people to get out of ICC parking lot.  Don’t make people upset when they are hungry!

Follow-up Actions

The important of initial follow up

We want to see people return to church, that they might clearly hear of Jesus and be established into a community.  As ambassador for Christ our follow up will show our love for the new guest and, in turn, will point them to the love of God.

Follow up plays a significant role in helping people decide to return to church and so we want to do a good job of it.  If a new guest has not given their details, then we cannot follow them up.  But for those new guests who do give up their details, follow up is essential.  To hear from us outside of the regular weekly meeting will show the new guest that we were delighted to have them visit us, making them feel valued and welcomed.  The longer follow up is left, the less likely a person is to return to church.  

For anyone who is new to church, we have a 3 month follow up process.  This follow up process is undertaken by the Welcome Lounge Team leaders, who contact those who are new approximately 4 times over a 3 month period.  The follow-up process involves contacting them and helping them to get more connected into church through Welcome lunch, VIP course, D360 programs as well as connect groups.  We offer connect groups across all age groups, as they provide intimate fellowship, support, and relationships.


 AIM: We help every individual who has been in Church for less than 12 weeks or an existing Church attendee who has recently decided to take a next step, to take their next step, including:

-Make a public confession of faith (Baptism)

-Join a community of believers (Connect Group)

-Grow in faith (D360 program)

-Grow in maturity by serving others (Volunteer)

Ultimately, we aim to help produce Christ-like disciples that will exemplify what it is to be a follower of Jesus Christ.


  1. WHERE

 You can call at the Church volunteer area using the landline phones (ask your team leader to arrange a log-in for you)

  • Or you can call at home or wherever is most convenient for you from your own mobile phone – save your contacts name/number to your phone so you know who it is when they are calling you back 😉
  1. WHEN
  • Call first on Monday/Tuesday to place value on your contacts’ efforts to get connected
  • If you don’t get through the first time, try again on Wednesday/Thursday
  • Call anytime between 9am-8.30pm
  • Always leave a friendly SMS if you don’t get through on the phone call
  1. WHO
  • Team Leader. Once you have set yourself up an account on UCare and your team overseer has added you to the team, you will receive new contacts regularly on Mondays
  • You can easily view your contacts on UCare, just follow the prompts on the website
  • Ask your team overseer if anything is unclear and they can sit with you and run you through everything in more detail!

Every Monday check to see your current allocated contacts by logging into UCare

Your team leader will update the allocations every Monday, ready for you to make calls on Monday and Tuesday. Once you resolve a contact, you will no longer see them in your list, but instead you will be allocated new people to connect with!


Over 12-weeks we divide into 4 time periods:

  • T1: less than 1 week
  • T2: b/w 1-3 weeks
  • T3: b/w 3-7 weeks
  • T4: b/w 7-12 weeks

We aim to have at the very least one successful connection (a conversation/response via phone call, SMS, email, or in person) in each time period.

We know that if we can have at least one successful connection in each time period, our contacts are so much more likely to still be in Church in a years time.

This means that you do not need to call each of your contacts every single week, but do make sure that you have attempted to call them a few times within each time period!

Let’s do everything we can to help our contacts get connected and take their next steps, while always being respectful of where they are at.

  1. Email

This should happen within 1 day once the new guest’s information being entered into UCare by the welcoming staff. The UCare system will automatically- generate and send a personalized email to new guests, letting them know how great it was to have them at church, and how we’d love to have them join us again.

Here’s a sample response email we send to any new guest at ICC:

Dear Brian,

Thank you for visiting our church family this week!  I know it isn’t always easy to step into a new place, but I want you to know that we will do everything we can to ensure that this is a great experience of you.

I think you’ll love the connections you can make with people here.  It truly is a community of people who are committed to each other!

If you want to know more about out church and other programs, please let me know and I will give you a call and explain to you.  We’re looking forward to connecting with you.

If you have any additional questions at all, feel free to email or call me directly.  We look forward to seeing you again soon.

Thank you again for visiting us!

Yours sincerely,

Ps Olivia



  • PRAY!

Before you begin anything, pray! Pray for your contacts and for the conversations you are about to have.


Create a distraction free environment for you to make the call from. For example, you don’t need to be eating, chewing gum, or typing. Call from a quiet place wherever possible, not somewhere with lots of other conversations or noise happening. Do whatever you can to help your contact hear you and know that they have your focused attention.


Read any previous comments made on online church platform, for the contact you are about to call. These comments are the result of any previous calls, emails, or in person meetings with your contact and allow you to speed up the connection process, starting out from where the last contact finished.


Before you pick up the phone, smile! You can’t see someone on the other end of the phone, but you can hear when someone is smiling as they talk to you.


Speak at a moderate pace, with enough volume to be heard, and speak your words clearly. Try not to mumble, or turn away from the phone when speaking, or rush through sentences. Speak clearly with a pleasant tone of voice, to help your contact easily understand you!


Remember that you may be the first and only personal contact a person has had with our Church. The first impression will stay with the contact long after the call is completed.


Always respect people’s time. At the beginning of the conversation ask, ‘Is this a good time for you to talk?’. If it isn’t, ask when would be a better time to talk. Then leave a comment in the system to remind you, and call them back at that time instead.


Use the contacts name during the call to help you connect, and so that they know you care.


Remember that everyONE you are calling is an individual who God loves and values. Treat them as you would want to be treated. Let them know the reason and purpose for your call. Do everything you can to create a relaxed phone conversation.

Be sincere and attentive to their needs. Be sensitive to where they are at, listening not just to what they are saying, but also what they are not saying. What is it that this person isn’t saying that is important to the conversation?

Listen actively, not just passively. Ask them questions, and always be polite and empathetic. Be prepared to have a real conversation with them, and share about yourself as well.


Always end the call on an ‘up-note’, using their name and telling the person how much you have enjoyed speaking with them and thanking them for their time. Remember that your last impression leaves a lasting impression!




“Hi (name of contact), my name is (your name). I’m a volunteer at ICC at the (time/location of service).”


“Am I speaking with (name of contact)? !.. Could I speak to (name of contact) please?”


“How are you going today?! Is now a good time for you to talk for a couple of minutes?”


If New Person: “I’m calling to invite you to!” / “I understand you’re new to our Church, I am calling to see how you are going. How are you settling in? Have you met some of our team?”

“So what brought you to Church?” / “Did you come with a friend?” / “How long have you lived in the area? What brought you to Brisbane?” / “What do you do/study?”


“Would you like to come and sit with me at the __ service this weekend?”

“Would you like to meet with me before service and have coffee with me?


Always thank your contact for taking


If your contact does not pick up the phone, always send them an SMS to let them know who you are and why you were calling them.

You may also like to leave a voicemail message, but only if the voicemail machine of the person you are calling specifies that you have reached the correct person.


If the voicemail machine of the person you are calling does not specify a name, then do not leave a voicemail message.

If the voicemail machine of the person you are calling does specify the name of the person you are trying to reach, then you can leave a voicemail message.

Leave a message saying your name, that you are a volunteering calling from Church, that you hope they are doing well – but also feel free to say the general purpose of your call, invite them to any relevant event, and leave your mobile number for them to call you back.

Remember to speak slowly and clearly as sometimes voicemail messages can be difficult to hear!


  • SMSs

We always send an SMS to the person if they haven’t picked up the phone call, even if we just left them a voicemail message as well.

Always personalise each SMS!

Within each SMS, include:

  • Your name and that you are a volunteer at Church
  • You can mention that you tried to call but didn’t get through
  • Ask how they are doing and how they are enjoying Church
  • Let them know the general purpose of why you are contacting them, invite them to any relevant event, etc

For example:

“Hi [Jane],

My name is [Anna] & I’m a volunteer at ICC Sun 9 am or 5 pm. I was just calling to see how you’re going & how you’re enjoying Church lately? Have you had a chance to come to any of (the D360/VIP/Welcome Lunch/special events like Christmas market etc.)?

I will give you a call back another time and hopefully we can chat then, or else feel free to call/SMS me back.

Have a brilliant day!

Anna] ! “


Near the end of the SMS asking your contact a simple question can mean that the contact is more likely to respond to the SMS, e.g. ‘Would you like to sit with me and my friends next weekend?’.


Remember, even after leaving a voicemail or sending a SMS, follow that up with a call in the next couple of days if you do not hear back from your contact.


  • Connect your contact into a Connect Group!
  • Ensure that their address is accurate, so that Ps Olivia can help find a suitable Connect Group nearby
  • Instead of giving out the Connect Pastors’ details, find out if your contact would like to join a Connect Group. Explain to them what a Connect Group is, and how it can be a benefit to them.  If they are interested to find out more details about Connect Group
  • SMS Ps Olivia or Ps Faith and ask them to get in touch with the contact as soon as possible. They will make the connection for the Connect Pastor to personally call the contact and invite them to the Connect Group.
  • If the contact would like to attend the upcoming Welcome lunch/dinner, arrange to meet your contact before the service starts, and accompany them to the lunch/dinner.

 As a Church we offer practical care to individuals in need, as well as pastoral care from team.

  • If you feel that your contact would benefit from either of these, you can let them know and offer this to them
  • If they agree that they would like to be contacted by our pastors, pass on their contact details to PS Olivia verbally in conversation or within a confidential email/text with a brief explanation of what the need is.

Emergency accommodation

The organisations listed below can provide information about emergency accommodation if they are homeless, escaping violence or need a meal, shower and/or clothing.

Brisbane Homelessness Service Collaborative (BHSC)

  • The Centre at 62 Peel Street, South Brisbane is now closed.

BHSC Visiting Service hours have changed to 9.30am – 1pm on TUESDAYS and FRIDAYS at Kurilpa Hall, 174 Boundary Street, West End Q 4101.


  • For Housing Assistance or Inclusive Health Service Appointments please call the BHSC, email us or contact us through our websites.

Phone (07) 3036 4444 | Fax (07) 3036 4400


www.bhsc.net.au and www.micahprojects.org.au

  • Public Transport

Bus route 199 Nearest train station is South Brisbane.


Brisbane Youth Service (BYS) operates from three locations: 

  • Valley Service Hub & Head Office in Fortitude Valley
    Centre for Young Families in Newstead
    Centre for Young Women in Stones Corner.
  • Opening hours:  Monday, Tuesday, Thursday & Friday from 9am to 4pm and  Wednesday from 1pm to 4pm. (for young people aged 16 to 25)


BYS – Valley Service Hub & Head Office

42 McLachlan Street, Fortitude Valley  QLD  4006

Ph:  (07)  3620 2400 Fax:  (07)  3252 2166

Email:  admin@brisyouth.org

Getting there:  We are a short walk along Brunswick Street, from the Valley train station and mall.


BYS – Centre for Young Families

96 Breakfast Creek Road, Newstead  QLD  4006

Ph:  (07) 3620 2482 Email:  youngfamilies@brisyouth.org

Getting there:  We are near the Shell service station on Breakfast Creek Road

10 minute walk from Bowen Hills train station and bus stops on Sandgate Road

Short walk from bus stops on Breakfast Creek Road

BYS – Centre for Young Women
5 Zillah Street, Stones Corner  QLD  4120Ph:  (07) 3620 2452

Email:  admin@brisyouth.org

Getting there:  We are near the Stones Corner shops and cafés

Micah Projects Home for Good

Non-profit organization

West End QLD

(07) 3036 4444

Closed ⋅ Opens 9:30AM Mon

“service if you tried. Highly recommend Micah to people homeless or at…”

Brisbane Youth Service

Youth organization

Fortitude Valley QLD

(07) 3620 2400

Closed ⋅ Opens 9AM Mon

“young people 12-25 who are homeless, couch surfing or at risk with …”


Brisbane Youth Service Young Women and Young Families

Women’s Organisation

Greenslopes QLD

(07) 3620 2400    Closed ⋅ Opens 9AM Mon

Vinnies Homeless Hostel (Men)

Homeless shelter

13.8 km · South Brisbane QLD

1800 846 643

Closed ⋅ Opens 7AM Mon

“The best service provider in town…”


Social services organization

South Brisbane QLD

1300 236 822

North West Youth Accommodation Service Homeless service

Mitchelton QLD

(07) 3855 5233

Closed ⋅ Opens 9AM Mon

Anglicare Homelessness Services Women & Families Homeless service

Toowong QLD

(07) 3377 3111

Closed ⋅ Opens 8:30AM Mon

Inala Family Accommodation Project

Social services organization

Inala QLD

(07) 3372 7188

Pindari Homeless Mens Service

Non-profit organization

Spring Hill QLD

(07) 3832 1491

Brisbane North RAI

Social services organization

Kedron QLD (07) 3828 9300  Closed ⋅ Opens 9AM Mon

Hope Centre Services

Non-profit organization

Bowen Hills QLD

(07) 3253 1300

3rd Space Brisbane

Non-profit organization

14.1 km · Fortitude Valley QLD

(07) 3254 1144

Closed ⋅ Opens 8:30AM


500 Lives 500 Homes

Homeless service

West End QLD

(07) 3029 7000

Blind Eye Drop-In Centre

Non-profit organization

South Brisbane QLD

0468 387 828

Closed ⋅ Opens 9:30AM Tue

“Ideal for the homeless to regroup. Everything a homeless person …”

Carinity Orana – Youth Accommodation & Support

Youth social services organization

(07) 3261 3969      Open 24 hours

Ipswich Housing & Support Services Inc

Association or organization

Booval QLD

(07) 3816 1435

Closed ⋅ Opens 9AM Mon


Queensland Government Service Centre

Brisbane City QLD

Closed ⋅ Opens 8:30AM Mon

Mission Australia

Social services organization

Stones Corner QLD

(07) 3847 8411

Closed ⋅ Opens 8:30AM Mon

Department of Housing – Inala

Social welfare center

Inala QLD

(07) 3362 9200

Closed ⋅ Opens 8:30AM Mon


Ipswich Housing Service Centre

Department of housing

Ipswich QLD  (07) 3437 6000

Closed ⋅ Opens 8:30AM Mon