SchoolDoc
When does a customer get an invitation to SchoolDoc?
Within 24 hours of signing up for camp
What gear is included in their camp package that they receive at check in?
T-shirt, backpack, water bottle and now laundry bag
How many days does the pre-arrival email get sent out to campers?
60 days prior to arrival
What is the first step Support takes if a camper is not cleared by check-in day?
Notify the camp director or summer ops personnel either by phone or by physically going to the sport to pull the camper out of the sport. Have the camper call parents / follow the escalation protocol.
When does Camp Director communication typically begin?
About 10 days before arrival.
Are out of country immunization forms accepted?
Yes, as long as they are in english, with the camper's name and DOB
How many families must call in to confirm a roommate request?
Both / all families must call in.
How do campers sign up for local trips?
Must sign up through the Sign Up Genius QR code listed on the activity calendar or at the front desk of their dorm.
What is our goal with pre-arrival communication?
Reduce ambiguity, set expectations, increase clearance completion, and improve NPS.
Who communicates clinical details to parents during a medical incident?
Athletic Trainer / Medical Team.
What forms are required for adult campers?
Adult waivers are sent out before arrival, and are encouraged to be completed before arrival.
True or False: We can guarantee roommate placements.
False — dependent on availability, age group, gender, etc.
What is the deadline for housing requests?
7 days prior to arrival
Are we a Nut-Free Campus? Please explain
No, we are not a nut-free campus.
The Servery is nut-free, however, the outlets/food trucks are not nut-free.
What is Support’s role in incident communication?
Coordinate/log parent updates and ensure messaging accuracy.
If a camper has injectable medication, will health services administer the medication?
No, they cannot administer the medication, but they can store it. Camper must inject themselves.
The Support Team’s primary mission is to ________.
Enhance family experience + guide parents through the process.
What keyword do you type into CRM to add in an extra night of boarding?
Double points if you know the keyword for single housing?
'Ascender' - extra night
'Upgraded' - single room
List the people/departments to include if someone cancels their camp within 10 days of arrival.
Sport Director, Campus Desk, Dorm (if boarding), Housing, Sales Manager, Support Manager, Support Specialist, Sales Advisor, JJ/Marcus (if TA/GC), Transportation (if needed), Nikki
What communication channels do we use first when contacting parents?
Phone → Email → Text (in that order).
Camper's cardiac evaluation is marked yes on the PR for when Camper was 1 yr old. Do they need a cardiac clearance?
Yes, for any YES answers on the PR we will need a cardiac clearance.
No, we cannot guarantee a kosher environment. We can provide kosher items in a kosher-style, but not environment.
A camper's luggage was lost, who should be made aware to assist?
Transportation and Campus Desk
Transportation should already be made aware BUT inform them and ensure the camper keeps their bag tag.
When is the first available time a camper can pick up a package from the mailroom if they check in on Sunday?
12:30pm Monday afternoon
What is the correct company title?
IMG Academy