Safety
If you were at the desk and someone was making you very uncomfortable what could you type into ZOOM for immediate in-house assistance?
LOC Response
You have to give a vending machine refund. What are your steps?
1- Go to the correct vendor and select from one of these
Choices: Pepsi or JEI, (no more Canteen!)
The right account will say Terminated/Non-Member
2- Then select Add Fee/Credit
3- Select refund from the drop down and select the Vendor
4- Enter in correct amount
5- Add the member name in the description
6- Click on Invoice for payment method
7- And then Submit
8- Also record on the physical sheet in bag
What are the 4 primary membership discounts that must have expiration dates?
MFA (flexible pricing), College Student, Military, & HLC (Gundersen).
You're working at Houser and someone calls the front desk asking about the Dahl racquetball court reservation availability. What do you do?
Check the calendar online and share the schedule with the member. There is no need to transfer the call. We can all see the same schedules! (Same is true for pool schedules, program registrations, etc). Typically, any question can be answered by either branch.
At what age can someone be in the wellness center alone? And under what circumstance would it be ok for someone not of that age to be using it?
14. - If they complete the teen strength class they can use it at 12 or 13.
The panic buttons (in both CW locations, at both desks and the Child Care Center) should be engaged for (1. how many seconds seconds? & will then 2. alert who…?
1. 5 seconds
2. Talon security (who will check the cameras and will come & call 911)
True or False..
The discount for WTC families requires no expiration date.
True
When signing someone up for a renew active membership, where are the 2 places you need to put their activation code?
This number should go in CORE in the corporate identifier field, and into Healthy Contributions website when you add them to it.
A member calls with a question about their childcare billing. Who do you transfer the call to?
Holly K in the business office
If a group home comes in with clients and is unaware of the RSVP process used with Assisted Services, what do you do?
Explain to them the process and have them scan the QR code at the desk.
How long should an unhoused person without a membership be hanging out in the lobby?
15-20 minutes
If a member doesn’t want to be drafted monthly and just pay each month in person, is it ok for their account to say Invoice? Why or why not?
No! A payment method must be attached. If they don’t want it to be automatically drafted, they can come in the day before the draft and pay but a termination date must be set so that a balance doesn't become due on their account.
Which insurance are we not accepting anymore beginning in 2024?
WPS - Silver Sneakers
Someone comes in to sign up for 24/7 access. What are your steps?
Get a 24/7 checklist and follow the step by step directions. That way you won't miss anything! Sign & turn in to your supervisor.
Fill in the blank. No task is more important than ___ _______ __ _____ __ ____.
The person in front of you
An unhoused individual with no membership has been in the lobby for longer than 20 minutes, how do you address the situation?
Introduce yourself and ask them their name
Ask if there is anything you can assist them withIf you were at the desk and someone was making you very uncomfortable what could you type into ZOOM for immediate in house assistance?
Using their name, tell them “Randy, this isn’t a space you can stay in more than 15 minutes, so you’ll have to move along. But if you need to make a call I can help you with that.”
If they are unresponsive or uncooperative, let Terry or Nat or Jarred or Ali know or call non-emergency for assistance.
What is the only circumstance where it’s okay for it to say Invoice under a members Unit Info?
If they are on the county waiver program
What are 3 member service expectations ALL member service staff should be following each shift (part of Most Welcoming Place training).
-Warm welcome to all members
-Fond farewell
-Greet member by name
You core login isn't working. What do you do?
Call or text the IT hotline. There are stickers on all computers with the number.
What are the different ways you can earn stickers for the MWP incentives?
Recieve a Y-5
Fill out the Listen First google form and tell us about a time you used listen-first in a real life interaction
Fill out the google form sharing about a new member you made a connection with
Sign 3 or more members up to be an impact member in a month
Become casue-driven tour certified (give tour to FT lead or director)
The pool alarm is sounded, what does the front desk staff do next?
Take AED & towels to pool deck, assist aquatics staff in any way, turn off pool alarm, unlock emergency doors to pool if EMT is coming, if 911 is called, call Bill, Kyle, and appropriate aquatics director. Complete incident report
You set up a membership for someone with a MFA discount using information from their 1040. What two things on the membership do you need to make sure are set and for how long?
An expiration date on the discount & a termination date on the membership. 2 years out.
What is the difference between an Assisted Services Membership & a Corporate Membership?
Assisted services is a program that is free for an organization & serves members in the community who would benefit from a free membership to the Y (ex,. Aptiv). Corporate membership is an organization that is contributing toward the membership cost as an employee benefit at their place of work (ex., Dairyland Power)
You are working and a fellow staff member does not show up for their shift. What do you do?
1. Call or text them to ask where they are
2. Make sure you let Natalie or Terry know right away.
Answer any of the following 3 questions.
1. What is Terrys favorite kind of pie
2. What is Natalie's go-to coffee order
3. Who on our staff team has signed up the most members to become an impact member?
1. coconut cream
2. Iced oat milk latte with honey and cinnamon
3. Candia