Safety & Security
If the fire alarm goes off in the building, where should you go?
What is outside.
A member or guest may not use the facility for the first time before they have done what?
What is sign a waiver.
Subject line of a support ticket should always include this information.
What is member name, location and action requested.
EX: Nicole Douglas Horwich fitness cancellation
A member's scan card isn't working. I should check this first.
What is:
-That they have the correct card number?
-They are holding it far enough from the scanner?
-The member is listed on the account and has the correct access assigned.
When I have down time at the desk, a good use of my time would be this.
What is cleaning, filing, reading JCC email or website updates?
The blue point system should be activated for what type of situation?
What is an active shooter.
What is the maximum length of a fitness freeze?
DAILY DOUBLE: How many months of freeze in total can a member request within a year?
What is 3 months.
DD Answer: What is 6.
All waivers and form should be stored here.
What is scanned and uploaded to the FORMS section at the account level in Salesforce.
At the start of my shift, I see a discrepancy on the schedule. I should do this.
What is notify my supervisor for clarification?
A member wants to voice an opinion on something. Your role as an engagement member is to do this.
DAILY DOUBLE: When is it appropriate to escalate them to your direct supervisor?
What is listen, document the concern for management. Thank the member for their feedback and assure them that you will pass it along.
DD ANSWER: If they insist on speaking to a manager, you can let them know that you will pass along their information and your supervisor will get back to them.
During a tornado warning, members should be directed to shelter in place here.
What is the gymnasium?
(Wherever indicated by my manager/supervisor when I call for support.)
A member asks to cancel and it is on the first of the month. On what date will the cancellation take effect?
What is the first of the following month.
I took in cash during my shift. I will need to do what before leaving for the day.
What is print out an end of shift report and drop all cash/checks into the safe.
A Silver Sneakers member checks in for fitness, but the SS scanner is down. I should do this.
What is take down the member name and SS number to enter at a later time and message my supervisor to have the scanner repaired.
Every SS member must be recorded every visit!
A member wants to voice an opinion on something. Your role as an engagement member is to do this.
DAILY DOUBLE: When is it appropriate to escalate them to your direct supervisor?
What is listen, document the concern for management. Thank the member for their feedback and assure them that you will pass it along.
DD ANSWER: If they insist on speaking to a manager, you can let them know that you will pass along their information and your supervisor will get back to them.
Do we retain individuals during an emergency situation?
What is no.
(If they are not in our direct care, they are free to make their own decisions regarding safety.)
If a member is having difficulty making a reservation, I can support them by doing this.
What is adding them to Mindbody or directing them to a web based browser AND submitting a support ticket for troubleshooting.
A member comes in to pay a balance for Early Childhood. I should take these next steps.
DAILY DOUBLE: The member wants to pay a camp account. How would this differ?
What is make a payment to the account and create a support ticket specifying what the payment is for.
DD ANSWER: Ask your manager and/or camp manager/solutions if anyone is available to process a camp payment if you have not been trained in Campminder.
A member scans into the facility but are not showing an active fitness membership. I should do this next.
What is kindly stop the member and ask if they have recently made a change to their membership status. If they are not active, they can either pay a daily drop in rate or (if they insist it is active) check for billing notes and send a ticket to support asking to be reactivated.
Someone arrives for an interview. I would take the following steps.
What are:
-Have them sign the visitor log
-Find out who they are meeting and contact that person.
-Let them know that the person will greet them in the lobby.
An incident report should be filled out in what situation?
DAILY DOUBLE:
What do you do with the incident report?
What is bleeding, head injury, or any time you would administer care or call 911/Hatzalah.
DD Answer: What is scan and upload to Salesforce account, email copies to building manager, COO and finance.
When a fitness member checks in for personal training, this must be completed.
What is redeeming the session from their package in Salesforce.
When a member wants to update their card on file, you should do this.
What is update billing method and send in a support ticket to make sure that all future billings are pulled to the correct account.
Someone shows up for a program that is not on the schedule. These steps should be taken.
What are:
-Look for the program in SF and Mindbody.
-Search the JCC website for the progam.
-Phone your supervisor/program director to try and find it.
Every person who enters the facility must do what? Are there exceptions to this process?
What is scan in or sign the visitor log. Only on large events when additional security is present do we allow members to go straight to the event and bypass the check in process.