Memberships
Is each member required to have a picture on their account including babies/children?
Yes, even children!
Under what circumstances can a joiner fee be waived (name 2 at least out of 5)
• Monthly membership campaigns or special promotions
• When members are coming off a hold.
• When a member re-joins the Y within 60 days of terminating their membership.
• Short-term and annual membership renewals.
• Using good judgment
How many times per year can a guest use the YMCA?
3 times per calendar year (with paid or complimentary passes). The first one can be free but the others are not. Use good judgment
How many months per calendar year can a member put their membership on hold?
3 months total.
What is the process for Private lessons and for Personal training sign ups?
Prive Swim Lessons Process:
Personal Training Sessions:
True or False: The front desk can sign up employees for an employee membership
False: All employees have to fill out an employee membership form and send it to the association. then the association creates their membership.
How can we add financial aid if someone is signing up online themselves?
1. Have the member safe it as a draft
2. go into their draft, apply to discount
3. save the draft
4. tell them to proceed with check out
What is the process for rental inquiries?
Tell them to fill out the form on the website then someone will reach out to them
Name the 4 reasons the YMCA may terminate a membership.
1. Non-payment
2. Misuse of equipment/facilities/passing around cards
3.Abusive/illegal behavior
4.Violating rules or conduct against YMCA mission.
True or False: There is a way in Trac Rec to see if the member has a access to YUSA Nationwide
True: it is under the "YUSA Integration Status" section on the primary contacts page
A parent wants to add their 27-year-old child, who lives at home, to their household plan. Is this allowed?
No, dependent children up to age 26 can be included.
What are 2 ways you can tell if someone owes money (excluding the "Outstanding Balance" at the top of a record)
1. You see a "write off" under Payments
2. There's a note/block on their contact record
At what age can members enter the YMCA without adult supervision?
13 years old. Children 12 and under should not be allowed to enter facility, not even to use the bathroom, with out an adult accompanying them
What must be completed at least 15 days before the billing date to place a hold?
A Membership Modification Form (or written/email notice)
What makes a member not eligible for nationwide?
They do not visit their home branch at least 50% of the time
Name the number 1 cause of a member not being able to sign into the community site
A member misses their first monthly draft payment. What happens after 30-60 days of missed draft?
Their membership is terminated and the cannot sign up for programs until payment is made
How early can someone sign up for a fitness class?
Registration opens 4 days before the class. They cannot sign up 1 week in advance
True or False: A Dorchester member comes to Menino to cancel their membership, we can process their cancelation
False: The have to cancel their membership at the branch that they signed up for
True or False: A member must check into classes before attending
True or False: A 3rd party membership can be used for a family membership
False: 3rd party memberships only cover 1 person (adult/senior)
How do we pay for future months if a member requests it?
use make payment and it will create a credit
What is the Cancelation Process and do we give refunds?
A 15 day notice is required for all cancelation notices. If it is after 15 days, they have to pay for the following month.
Refunds are only given in full-month increments and must be approved by a YMCA Director.
What are the 3 troubleshooting steps, in order, you should take if you do not know the answer right away
1. Research: Search teams, google and other resources at the front desk
2. Record: Put a note in the message binder and/or send Aaliyah an Email. NEVER say IDK. Instead say "I don't have that answer now, but I can find the answer for you and get back to you"
3. Call Jess/Morgan as the very last resort if Aaliyah not available