Q: What’s happening?
A: We’re moving to four work groups, and new streamlined job codes which will provide the opportunity for associates to learn more skills through cross-training and have great ownership of their work. We’re transitioning to a block schedule for full-time associates to improve stability for our people. We’ll continue skills training to help broaden your skills and prepare you to work across multiple areas of the club.
Q: Why are we making these changes?
A: The goal of these changes is to allow our associates the opportunities to learn new skills, provide them with more consistent schedules, and ultimately provide better service to our members.
Q: Is it happening in all clubs?
A: Yes. All clubs will transition to work groups and block scheduling excluding clubs in Puerto Rico and the specialty clubs such as 4925 or 4754.
Q: Who should I have one-on-one discussions with?
A: You should talk to every associate to inform them of their work group, discuss any job code change (if applicable) and go over block scheduling and how it will work.
Q: What are the work groups?
A: Associates will be aligned to one of four work groups: Member Services, Merchandise Services, Fresh Services or Specialty Services.
Q: How will each associate be placed into the new streamlined job codes?
A: Associates will automatically be placed in a work groups based on their current job code. Use the Job Code Transition Chart to see what this means for your associates.
Q: Is there a change to the organization chart with the move to four work groups?
A: Yes. We’re realigning associate roles and streamlining job codes in the Member Services and Merchandise Services Work Groups, so associates are set up for success to work in multiple areas of the club. Click here for the new organizational chart.
Q: Can an associate apply for a job in a different work group within the club or is there a waiting period?
A: There is currently not a waiting period for associates in the new roles, however there must be an opening for an associate to the apply for a different job role within the club.
Q: If we have block scheduling, should I expect my schedule to change during the holidays or other events?
A: No full time schedules will not change not during the holidays. Part time associates may work different hours based on demand.
Q: What areas should associates be skills trained in, going forward?
A: Associates will be required to be skills trained in all job duties, responsibilities and functions within his/her current job code. For instance, a Merchandising Associate would be expected to skills train in Jewelry, Apparel, TEO and more.
Q: Is the Club Management structure changing?
A: Yes. The club management structure in all clubs will realign to the work groups.
Q: How do you pick what assistant manager should transition to what new role?
A: Here are a few things to keep in mind:
Q: How do you pick what assistant manager should transition to what new role?
A: Here are a few things to keep in mind:
Q: What job code changes are happening for hourly associates?
Q: How do you decide who will report to who in the new organizational structure?
A: After you, as a Club Manager, finalizes block schedule for full-time associates, you’ll need to begin assigning associates to the manager they will report to, going forward. Club Managers should do this by reviewing the total number of associates in the AM and PM blocks and then dividing associates equally between the Team Leads. For example, if you have 10 Merchandising Associates in the AM block and two Merchandise Leads in the AM block, each Team Lead would be assigned five (5) associates to report to them. The AM Team Lead will report to the AM Assistant Manager and the PM Team Lead will report to the PM Assistant Manager.
After you’ve finalized which associates will report to which Team Lead or Manager, the new manager must make this change in Workday. Here are key things to know about this:
Q: How will the job code movement happen?
A: The Club Support team will automatically make all job code changes in Workday, but you must still present the job description for review and TENs form, if your state requires. In order for the mass move to occur successfully, no additional Workday changes can occur Monday, May 13 – Saturday, May 25.
Q: Will associates in moving to a new job code have a new job description?
A: Yes. Associates transitioning to a new job code will have a new job description that outlines new expectations and tasks. The hourly job descriptions are available in this toolkit. The new management job descriptions will be available in a few weeks for the chain-wide rollout.
Q: Do associates have to sign the new job description?
A: Yes. Associates will need to sign their new job description to confirm they understand the job they are expected to perform daily.
Q: Will associates in the Fresh Services and Specialty Services Work Groups see a change in job code?
A: All job codes in Fresh Services and a majority of job codes in Specialty Services will remain as they currently are. We reduced job codes in Fresh last year, so these associates are already positioned to work across their work group. The positions in Specialty Services are very specialized so most associates in this work group will not be required to work in other areas of the club.
Q: Will an associate’s pay be impacted if his/her job code was changed?
A: Not unless you are currently below the pay band minimum for the position. Only then will the pay be increased to the minimum of the pay band. If an associate goes from a higher band to a lower band, there will be no negative impact to pay.
Q: Will an associates’ benefits be impacted if his/her job code is changed?
A: No. Associate benefits are not impacted as part of the job code changes.
Q: Does an associate who has a current accommodation have to reapply if they have a new job description they have to sign?
A: If an associate has an accommodation, since his/her new job responsibilities will be comparable to his/her current job responsibilities, the associate should not have to reevaluate the accommodation. However, if a new accommodation is desired, or if there are concerns with the new responsibilities and the current accommodation, please reach out the accommodation team.
Q: Is an associate able to get an accommodation if unable to perform some of the requirements of the job?
A: If the associate indicates they need an accommodation to perform the new role, help the associate file an accommodation request with the ADA team
If the associate indicates they cannot perform the new role, you should still offer to help the associate file an accommodation request.
If an accommodation is approved:
Q: What if the change in leadership creates a workplace conflict?
A: Any situation that creates an actual or perceived conflict of interest should be avoided, therefore family members and romantic relationship partners are not permitted in any position where a reporting or potential reporting relationship would occur. If the new structure causes a conflict, follow the following process
Q: Are there new minimum qualifications for Team Leads?
A: Yes – the following Team Leads have new minimum qualifications.
Position |
Minimum Qualifications |
Member Services Lead |
Six months retail experience and six months member service experience |
Merchandising Lead |
6 months retail experience AND 6 months customer service experience |
Q: Why were minimum qualifications for Team Leads updated?
A: Minimum qualifications were updated for our Team Lead positions because it is important that our associates who lead departments have the relevant skills necessary to lead and develop the team of associates they support.
Q: What if an associate does not meet the new minimum qualifications for the lead position?
A: Associates who do not currently meet the minimum qualifications for their role will have 90 Days to acquire the skills and experience needed to remain in role.
Q: Will an associate lose his/her job if they do not meet the new minimum qualification for the new lead position?
A: All associates will be given the opportunity to acquire the skills and experience required to remain in role. Should an associate choose not to acquire the skills and experience required for the role, they will be removed from their position.
Q: Can associates be selected for the lead roles if they do not meet the minimum qualifications for the lead role in which they are interested?
A: All associates selected for Lead roles effective immediately will have to meet the minimum qualifications for the job in which they are applying for. Associates cannot be selected for a role if they do not meet the minimum qualifications for the role.
Q: What is the responsibility of the Member Service Work Group?
A: The Member Services Work Group is responsible for all areas of the front end. They are our members’ first and last impression of the club so being fast, friendly and accurate is extremely important while maintaining zoning standards.
Q: What positions will be in the Member Service Work Group?
A: Associates in the Member Services Work Group will have streamlined job codes. This group will be made up of three hourly job codes and one lead job code. Associates will be placed in one of the new job codes based off of their current position.
Q: What is the block schedule for full-time associates in this group?
A: Below are the block schedules for full time associates in the Member Services work group. Get detailed information on this change in the Block Scheduling tab of this toolkit.
Q: Can I give a Member Service Team Lead a facility key?
A: To further develop high-potential associates, Club Managers are now empowered to select up to four Team Leads in your club to carry and utilize facility keys for the entirety of their shift. This will allow Team Leads the ability to open and close the club when a salaried manager isn’t present at the club. Click here for information on the selection process.
Q: Are there any changes to minimum qualifications with the new positions?
A: There will be minimum qualifications for associates hired into the Member Services Lead position. They will now be required to have six months retail experience including operating front-end equipment (for example, cash register) and six months member service experience. Existing associates in these positions will have 90 days to meet the minimum qualifications below.
Q: Will full time associates in this group have a block schedule?
A: Yes. Full time associates will fall into an AM or PM shift.
Q: Do associates have to take a CBL in order to ring up tobacco or alcohol at the register?
A: Yes. Depending on your state, city or county requirements, CBLs will need to be taken to sell these items.
Q: What is the responsibility of the Merchandise Services Work Group?
A: The Merchandise Services Work Group is responsible for all areas of the sales floor and the backroom. They will help ensure merchandise goes from the door to the floor as quick as possible, so we can be 100% stocked and available.
Q: What positions will be in the Merchandise Services Work Group?
A: Associates in the Merchandising Work Group will have streamlined job codes. This group will be made up of two hourly job codes and one lead job code. Associates will be placed in one of the new job codes based off of their current position.
Q: What is the block schedule for full-time associates in this group?
A: Below are the block schedules for full time associates in the Merchandise Services work group. Get detailed information on this change in the Block Scheduling tab of this toolkit
Q: Can I give a Merchandise Service Team Lead a facility key?
A: To further develop high-potential associates, Club Managers are now empowered to select up to four Team Leads in your club to carry and utilize facility keys for the entirely of their shift. This will allow Team Leads the ability to open and close the club when a salaried manager isn’t present at the club. Click here for information on the selection process.
Q: Are there any changes to minimum qualifications with the new positions?
A: There will be minimum qualifications for associates hired into the Merchandiser Lead positions. Existing associates in these positions will have 90 days to meet the minimum qualifications below.
Position |
Minimum Qualifications |
Merchandiser Lead |
6 months retail experience AND 6 months customer service experience |
Q: Will full time associates in this group have a block schedule?
A: Yes. Full time associates will fall into an AM or PM shift.
Q: What is the responsibility of the Fresh Services Work Group?
A: The Fresh Services work group is responsible for all Fresh departments, including Freezer/Cooler. They will help produce quality product, follow specifications, drive sales and assist members on the salesfloor.
Q: What is the block schedule for full-time associates in this group?
A: Below are the block schedules for full time associates in the Fresh Services work group. Get detailed information on this change in the Block Scheduling tab of this toolkit
Q: Can I give a Fresh Services Team Lead a facility key?
A: To further develop high-potential associates, Club Managers are now empowered to select up to four Team Leads in your club to carry and utilize facility keys for the entirely of their shift. This will allow Team Leads the ability to open and close the club when a salaried manager isn’t present at the club. Click here for information on the selection process.
Q: Why aren’t we streamlining job codes in Fresh Services?
A: Associates in Fresh Services will not have a job code change, as we already streamlined hourly Fresh positions last year.
Q: What is the responsibility of the Specialty Services Work Group?
A: The Specialty Services work group is responsible for TBC, Fuel, Maintenance, Health and Wellness, Optical. These are unique functions in the club and not available in all clubs. Associates working in this group may require state specific certifications.
Q: What is the block schedule for full-time associates in this group?
A:
Q: Can I give a Member Service Team Lead a facility key?
A: To further develop high-potential associates, Club Managers are now empowered to select up to four Team Leads in your club to carry and utilize facility keys for the entirely of their shift. This will allow Team Leads the ability to open and close the club when a salaried manager isn’t present at the club. Click here for information on the selection process.
Q: Will associates in Specialty Services have a new job code?
A: A majority of associates in Specialty Services will not have a job code change, as associates in this group have specialized positions and they will not be required to work across the entire work group.
Q: What are the new block schedule shift options?
A: Club Managers should refer to the Block Schedule section in each work group included in this toolkit.
Q: Why is the mid-shift shorter than eight (8) hours and will that be expanded?
A: Mid-shifts will primarily be 4-6 hours and will be filled with PT Associates. PT Associates should expect to work 18-24 hours per week. These can be expanded based on business need (holiday weeks or events where additional hours are needed) or expanded to fill in for an associate who calls in or requests off for PTO.
Q: How will it be determined what shift an associate gets selected for?
A: Club Managers will select based on tenure with the company and then associate preference.
Q: What will happen if an associate’s availability does not fit the shift they are given?
A: The shifts will be built for business needs and will remain constant. If an associate is not available for these shifts, he/she can:
Q: What will happen if work restrictions will not allow an associate to take another shift? What will happen if work restrictions will not allow them to be cross-trained in another position?
A: Associates must meet the minimum qualifications and physical requirements needed for positions. If an associate’s restrictions do not allow him/her to meet the minimum qualifications and requirements, then he/she will not be able to work in that position (Note: reasonable accommodation may allow for this).
Q: What shifts will Team Leads work with block scheduling?
A: Team Leads are expected to work a block schedule shift. Change should not be made to current schedule.
Q: How many full time/part time shifts will I have at my club?
A: The number of shifts will vary by club. To see how many shifts your club has, please review your Block Schedule Worksheet.
Q: If I do not have enough associates to fill the full-time block shifts based on current full-time headcount, should I hire?
A: Clubs should follow the FT/PT headcount recommendations provided. The FT shifts correspond with the FT headcount needed.
Q: Do I accommodate a full-time associate who cannot work his/her assigned block schedule shifts?
A: No. All associates should fill out updated availability based on agreed upon shift with your manager. If they are unable to work the full block schedule as shown, then they can view other open jobs in other work groups or part time shifts.
Q: Will associates on closing shift get a shift differential?
A: No, not at this time.
Q: Can I be scheduled two consecutive days off?
A: There will be block schedules that may allow for two consecutive days off but may be limited. The goal is to have consistent days off each week for Full time associates.
Q: Can the schedule include weekend each month (other timeframe) off without using PTO?
A: For full-time associates, block shifts will be consistent each week with the same shift and same days off. Shifts for Part Time associates will be based on business demand and could fluctuate. If an associate wants a different day off than currently scheduled, the associate will need to trade shifts or use PTO. There will not be a rotation.
Q: If a current daytime associate can’t work the assigned shift will they be offered severance?
A: No. There will be several shifts available so there should be options for associates with limited availability, however they may not be scheduled 40 hours.
Q: When will we see the opening and closing shifts generate in My Club Schedule?
A: They will generate three weeks prior to the launch date in your club.
Q: With a block schedule, how do we handle requests off? Does it mean that I automatically need to take PTO? Or do associates have the option to switch shifts?
A: When you need to request off, you will have to switch shifts with someone in your workgroup or use PTO. Associates can use the My Club Schedule App to swap shifts with a peer in same job code.
Q: With a block schedule, how do we handle days the club is closed for a holiday?
A: When you need to request off, you will have to switch shifts with someone in your work group or use PTO. Associates can use the My Club Schedule App to swap shifts with a peer in same job code.
Q: Is it ok for managers to call people in to pick up open shifts when there are callouts?
A: Yes, if there is a business need, associates may be called and asked to cover a vacant shift within the workgroup in which they are proficient and will not create overtime.
Q: Will I have the same shift every week no matter what?
A: For full-time associates, block shifts will be consistent each week with the same shift and consistent days off. Shifts for part-time associates will based on demand which is different for every workgroup. PT associate hours can vary between 18 to 24 hours per week.
Q: What’s happening?
A: We are moving overnight stocking positions to daytime roles, redistributing hours into two daytime shifts. This shift to daytime stocking will also place more associates on the floor to be available to help members. New training will be given to ensure these associates are successful in daytime roles. Associates who do not want to move to daytime roles will be offered severance, if eligible.
Q: Why was the decision made to move Overnight associates to days?
A: These changes will accelerate our commitment to provide a great member experience – an area where we want to win. This will allow more associates to have responsibility for member-facing areas and play a critical role in executing the First 5.
Q: What happens next?
A: Associates in clubs serviced by the Monroe, Ga., and MacClenny, Fla., DCs, their schedule deliveries will change on Saturday, May 18.
For all other clubs that have not yet transitioned their Overnight associates to day shifts, associates will continue to work their normal schedule through Saturday, June 22, unless notified otherwise.
Q. What if an associate chooses not to accept the day time position?
A: Associates who decide not to transition to one of the new daytime positions will be given the opportunity to apply for open positions within the club or surrounding facilities. The Club Manager should support the associate and ensure they know how to preference for positions and how to submit transfer requests. The associate will be able to work on nights through the end of their notification period while they job search.
Q: Are overnight managers eligible for severance?
A: No, salaried members of management are often re-assigned to learn different aspects of the business and are not severance eligible in this scenario.
Q: How will the daytime shift selection be determined?
A: The process for determining shifts will be based on the associate’s tenure with the company and their shift preference.
Q: What if I cannot move my schedule off nights for personal reasons?
A: You will be able to work a similar schedule on nights during your notification period. If you are unable to move to the new day merchandising job hours, then you will be able to search for a new position in the company during your notification period.
Q: Will the delivery windows change for the club?
A: If you are a day receiving club, nothing will change. If you normally receive merchandise overnight,
Q: Will truck delivery frequency increase to seven-day deliveries for all types of deliveries?
A: There are no delivery frequency changes for Dry/GM merchandise. All clubs will continue receiving 7-day deliveries for meat and produce, and transition to 7-day deliveries for dairy, deli and freezer deliveries.
Q. Will the DCD Receiving Scheduler change for the club?
A. Yes. Clubs should have the delivery windows open from 4 am – 10 pm. Adjust DCD Receiving Scheduler and block any closed hours and breaks using the Non-Receiving Hours.
Q: Will the clubs receive more equipment like forklift and TC-70s?
A: Any additional forklifts, pallet jacks, TC-70s will need to be approved by your Market Manager. Clubs should have a minimum of 25 handheld devices, 5 forklifts, and 10 pallet jacks which is sufficient. BYOD is available for hourly associates.
Q: Why is it important that we skills train associates in larger areas of the club?
A: Now that associates will be staffed in new areas of the club, you will see very quickly that the amount of skills training an associate receives will go hand-in-hand with their ability to do every task in the work group. It will be imperative that skills training is completed by each associate so they are knowledgeable about club operations and can better serve our members.
Q: What are the skills training materials?
A: There are two ways we will skills train associates:
Quickstart – Quickstart is a quick 30-minute interactive learning experience that is completed in real-time, on the floor using a mobile device or TC-70.
Skills Development Center – The Skills Development Center will be available through Club Hub and give associates access to personalized, on-demand learning by role. It is designed for associates to complete three stages of learning. There they will find:
Q: What will associates be able to do after completing Quickstart?
A: After completing Quickstart, associates will be able to:
Q: How should Quickstart be facilitated?
A: Assistant Managers will facilitate Quickstart with the following steps:
Q. How will I track training completion?
A. All Club Managers should ensure that associates are completing the assessments and acknowledgment documents in the GLMS after finishing the formal training in the Skills Development Center and job shadowing.
Q. Will I be given additional payroll for skills training?
A. No additional payroll will be provided. You will continue to work within existing budget guidelines.
Q: What will an associate do during his or her scheduled shift, going forward?
A: Associates will still complete the primary functions of their existing position. Club management will communicate routines and expectations to associates on a daily basis.
Q. Should an associate if under the age of 18 be skills trained?
A. According to the Minors in the Workplace Policy, associates under the age of 18 may only work doing the task of cart attendant. These associates should not engage in skill-training.
Q. Will there be any changes to associate’s pay?
A. Only if they are moving to a higher pay grade and do not meet the current minimum. There pay will be raised to the current minimum. All other pay does will remain in their existing primary job and continue receiving their normal hourly rate.
Q. Will additional CBLs be required as a part of skills training?
A. There are some compliance/legally required CBLs that associates will be required to complete. Any additional CBLs an associate needs to take will automatically populate to their GLMS To Do list on May 22.
Q: Who will conduct the skills training?
A: Managers will select the appropriate associates to serve as learning sponsors. In some clubs, the best associates to complete this are team leads. In others, club managers select high potential associates to conduct training and job shadowing.
Q: How do I share these changes with associates who are on PTO (vacation, sick, etc.) or away from work?
A: Speak to associates individually when they return to work and cover all the changes as you did in the general meetings and one-on-one conversations, as needed.
Q: How do we handle associates currently on leave of absence (LOA) if they call and want to know what is happening?
A: Tell the associate the changes won’t affect them while on LOA and that you’ll discuss the changes in person once they return to work. We should not ask associates out on LOA to come in to hear this information.