Financial Assistance is made possible by our generous Community Campaign donors! Funding is provided through donations, which means we have limited resources and must adhere to a budget that may vary from year to year. 

Navigation:

• Procedures-Overview
  • Overview
  • Membership
  • Branch Programs
  • Youth Development
• FA Applicant Process
  • Membership FA- Applicant Process
  • Program FA- Applicant Process
• Front Desk Staff Process
  • Membership FA- Staff Process
  • Membership Audit- Staff Process
  • Program FA- Staff Process
• Conversation Guide
  • Front Desk Quick Script
• Approver Process
  • How to Add Purchasing Group
  • Purchasing Group Dates
• Approval & Audit
• Deposits & Joining Fee
• Status Requests
• List of Designated Approvers
• Purchasing Group Categories
• Recalculating Program Price to Reflect Discount
• Forms
  • Program Financial Assistance Application
  • Financial Assistance - Documentation Review & Executive Director Approval
  • Financial Assistance Chart (Internal Use Only)
  • Approved List of Income Document Types
  • Cheatsheet/Condensed version for Front Desk Staff
• Email Samples
  • Sample Email Confirmation After Applicant Submits Online Application
  • Sample Membership FA Approval Email
• Full Financial Assistance Presentation
• Financial Workflow

Overview

At the YMCA, we believe everyone deserves the opportunity to participate. Financial assistance is available to those who cannot afford membership and services. Thanks to the generosity of our donors, grant funding, and the YMCA’s earned income, the YMCA strives to remove barriers to participation for those unable to afford our services. All financial assistance applications are strictly confidential.

1. The YMCA’s primary goal is to provide financial assistance to as many people as possible.
2. We believe in a needs-based philosophical approach wherein we engage applicants respectfully and empathically regarding their ability to afford membership and programs. The goal is to assess their needs while ensuring the process is sensitive, non-judgmental, and equitable.
3. We believe financial assistance is extended based on a person’s ability to pay, and we recognize that people’s financial situations can change.
   • Special populations receiving long-term state subsidies will not be asked to reapply for assistance once approved. Special populations will participate in the financial documentation review audit. Other qualifying programs include SSI, SNAP, WIC, Free/Reduced lunch at school, Covered California, CalFresh, CalWorks, and GoKids.
4. Financial assistance is based entirely on a person's ability to pay and may not be traded for volunteer time or YMCA work. Financial assistance may also be based solely on membership in a specific group or organization (e.g., Foster and homeless youth, military agreement, etc.).
5. Our primary belief is that, whenever possible, a financial assistance recipient will make some financial contribution to their participation. We do not intend to offer 100% assistance to anyone.
6. The availability of financial assistance must be routinely communicated to our members, potential members, and throughout the community. This message must be inviting and intended to eliminate any stigma associated with applying for financial assistance.
7. Financial assistance may not be combined with 3rd party funding on the same order.
8. Most one-on-one specialty programs do not qualify for financial assistance. The Branch Executive Director must approve special circumstances.
9. YMCA staff members are eligible for financial assistance. If a financial need exists beyond the amount of any staff discount, a staff member can apply for it and will be evaluated according to the same guidelines. Financial assistance is provided in addition to any staff discount. All staff financial assistance decisions need to be approved by the association office.

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Applicant Process

Membership FA- Applicant Process

Program FA- Applicant Process

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Front Desk Staff Process

Membership FA - Request for Assistance- Staff Process

• Process Overview
• Engage the applicant in an affordability conversation and explain the Membership Audit- Documentation Review.
• Front Desk Staff may approve 30% or 50%. Executive Directors may approve 70%.
  • To add the 30% or 50% award to Personify, the staff complete this form: Purchasing Group Assistance, which will immediately add the 30% or 50% FA Purchasing Group to Personify. The person can join in YMCA membership after this form has been completed by staff.
  • Requests for 70%: Complete the Financial Assistance Documentation Review & Executive Director Approval form.
• Joining Fees will no longer be waived but instead will receive the same 30% or 50% award. Or 70% with Exec approval.

Membership Audit- Documentation Review- Staff Process

Approved applicants are subject to a quarterly financial audit. When selected to participate, members will have 14 days to bring their financial documentation in for review.

• Review the documentation
  • Financial Assistance Chart (Internal Use Only)
  • Approved List of Income Document Types
• Record the outcome on the Financial Assistance Documentation Review & Executive Director Approval form.

Program FA- Staff Process

Anyone requesting financial assistance for programs needs to complete an application. Applicants are required to bring in their income documentation for review prior to approval.

Branch Executive Directors approve assistance for branch programs. Youth Development Executive Directors approve assistance for Day Camp and Afterschool.

• Process Overview
  • Branch Programs
  • Youth Development
• Review the documentation
  • Financial Assistance Chart (Internal Use Only)
  • Approved List of Income Document Types
• Record the outcome on the Financial Assistance Documentation Review & Executive Director Approval form.

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Conversation Guide

Purpose of the Conversation:

• Ensure every applicant feels welcomed, respected, and supported.
• Focus on the applicant's needs.
• Build trust while matching their situation with available financial assistance funds.

Conversation Outline:

• Warm Welcome
• Explain the Process - emphasize confidentiality
• Ask Open-Ended Questions
  • What type of membership are you interested in?
  • What monthly amount feel comfortable for you right now?
• Listen Actively
• Match to Available Assistance
• Confirm and Join

Sample Scripts:

Warm Introduction - "Hi, I'm glad you're here today. At the Y, our goal is to make sure everyone has access to membership. We'll talk through what works best for you and find a good fit."

Exploring Needs - "What's your main reason for joining the Y right now? Can you share what feels like a comfortable monthly amount for you?"

Presenting Assistance - "Thank you for sharing that. Based on your sharing, we can reduce your rate to $XX. Will this work to get you joined today?"

Request for Additional Assistance - "I can absolutely pass this request along to our Executive Director for further review. XX will be in touch with you shortly."

Closing - "We're happy you're part of our Y family. If your financial situation ever changes, we can revisit this together."

Best Practices for Staff:

• Be respectful and empathetic - avoid judgmental language.
• Use neutral, supportive wording (say 'support' or 'reduced rate', not 'handout' or 'discount').
• Stay calm under pressure - some applicants may feel nervous or embarrassed.
• Keep it short & simple - avoid complicated explanations.
• Maintain confidentiality - have the conversation in a private space if possible.

Tips for Success:

• Practice role-playing - rehearse with coworkers to help each other feel more confident.
• Use the script as a guide - but personalize the tone so it feels natural.
• Listen more than you talk - applicants often just want to feel heard.
• Smile and make eye contact - body language builds trust.
• Know when to ask for help - if the conversation becomes too difficult, reassure the applicant and involve a supervisor. 

Front Desk Quick Script

Welcome & Comfort

Say Something friendly to set the tone.

"Hi! Thanks for coming in. At the Y, we want to make sure everyone can be part of our community, no matter what. I'll ask a couple of questions to figure out what works best for you."

Tip: Smile, keep it casual, and sound like you're glad they're there.

Explain the Process Simply

Keep it short and clear.

"Everything you share is just between us. We don't ask for pay stubs or paperwork. I just need to understand what feels affordable for you right now."

Ask About Their Needs

Use open, simple questions:

"What's your main reason for joining the Y right now?"

"How many people live in your household?"

"Which type of membership are you interested in?"

"What monthly amount feels comfortable for you?"

Listen & Match (front desk staff may approve 30% and 50%)

Repeat back what they say so they feel heard and understood.

"So $XX a month feels doable for you? Thanks for sharing."

Then share what support is possible.

"Based on that, we can lower your rate to $XX. Would that work for you today?"

If They Need More Help

Don't promise more on the spot - just show you'll pass it on.

"I hear you. I can send this request to our Executive Director, and you'll hear back soon."

Close Warmly

End on a positive note.

Approved on the Spot: "We're so glad to have you here. Let's get you signed up. While we don't require income verification documents during the approval process, we do request that applicants participate in a random audit. Quarterly, we randomly select participants and ask you to bring in your documents for review. You will have 30 days to do so from the date you receive the email."

Request for Additional Assistance: "I am only allowed to approve up to 50% assistance but I'm happy to pass your request along to my supervisor. You will hear back within a few days and I'm happy to get you started on a 7-day trial pass today."

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Approver Process

• Designated approvers will have access to the Mach Form Admin panel to review applications and eligibility submissions for their branch.
• They will also receive email notifications whenever an application and the Financial Assistance – Staff Only has been submitted for their branch. This will include the % that applicant is eligible for.
• When an application has been approved through the email notification or on the Mach form panel, the applicant will receive an email, but it will not state the approval % or start/end dates. A formal email confirmation will be sent once the purchasing group has been added on the applicant’s Personify account.

Step 1: Approve the financial assistance application through mach form to add purchasing group onto the member's account.

• How to Add Purchasing Group:

  • Submit through the Financial Assistance-Add Purchasing Group form.

• Purchasing Group Dates

  • Membership (2 year approval):

    • Start date = approved start date

    • End date = 2 years from approved start date

  • Program (6 months approval):

    • Start date = approved start date

    • End date = 4/30, or 7/31 or 11/30

    • The End dates fall in line with our swim lessons reg dates. For example, if someone is approved in January, the end date would be 7/31, which means their FA discount will end before the Fall session registration that starts on 8/1. And they would have to reapply if they are interested in extending their FA beyond the summer lessons. •Another example: If an applicant is approved in March, the end date could be 7/31 or 11/30. It is up to the approver.

  •  Youth Development:
    • Summer day & overnight camp:
      • Seasonal FA valid dates - email financialassistance@ymcasv.org
    • Afterschool / Childcare:
      • Seasonal and based on order dates - email financialassistance@ymcasv.org
    • Family Camps:
      • Based on types of Family Camps - email financialassistance@ymcasv.org

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Approval & Audit

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Deposits & Joining Fee

Special Populations

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Status Requests

• Membership FA:
  • Membership FA 70% status’ requests should be sent to ED or Membership Director for review & approval.
• Youth Sports/Swim Lessons/Other Branch Programs FA:
  • Any FA status requests for swim lessons, youth basketball, karate, and other youth programs that takes place at the branch should be sent to ED/Healthy Living Director for approval/disapproval.
• Youth Development FA: Camp Campbell Camps, Summer Day Camps, Break Camps, Afterschool Care:
  • Send status request to financialassistance@ymcasv.org.

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List of Designated Approvers

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Purchasing Group Categories

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Recalculating Price to Reflect Discount

• If the financial assistance discount is not reflecting on the program price, check the following:
  • The FA purchasing group start date has to be one day before or same day as the order date of program. Please be aware that you may need an ED or Membership Director's approval to change the start date of the Financial Assistance purchasing group, especially if it results in a refund.
  • The program price will have to be manually recalculated or price needs to be updated if the program order already existed before the purchasing group start date was added or the purchasing group start date is later than the order date of program.
    • When purchasing group start date is correct, go to Full Line Items Details on order and click Update Price.
  • In some rare instances, if the purchasing group date is correct, but the discount will not recalculate no matter what you do, then the order may have to be canceled and resold. Consult with Kelly Ear if you run into this circumstance. 

Scenario 1: The start date for the financial assistance purchasing group will have to be one day before the order was created, or else the discount will not apply correctly.

• For example, if an October swim lesson was approved for financial assistance on 8/5, but the swim lesson was purchased on 8/1, then the start date for the purchasing group would have to be at least one day before the order was purchased, so the start date would be 7/31.
• Another example is if a member was approved for membership financial assistance on 3/3, but the 3/3 membership draft order was already created on 2/28, then the start date for the purchasing group would be 2/27.

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Renewals

The program and membership pricing will return to a full fee at the end of the award cycle. Within 30 days of expiring financial assistance, the member/participant must submit a renewal application for staff review.

Membership

• A renewal letter is sent 60 days before the expiration date (Personify automation)
• Memberships term-at-end if not renewed.
• Renewals can be done in person or online. Follow the original process.

Program

• Applicants are required to apply/ask for assistance when their current financial assistance is expiring. Participants will receive a renewal notification.
  • Complete financial assistance application
  • Application routes to Executive Director for Approval
  • Executive Director forwards application notification to the Solution Center with approval information. YSC will process and notify applicants of approval.  Alternatively, the Executive Director may also engage a front desk team member to process if available.
    1. Note: in-person approvals/notifications will not have a paper trail.
  • The submitted renewal application is reviewed and awarded based on available financial assistance.
• Program financial assistance will be term-at-end if not renewed.

Youth Development (After School and Camp – Day, Family, Overnight):

• The financial assistance application communicates our approval timeline.
• Upon approval, letters are sent, and applicants have one week to respond and sign up for the program.
• Applicants approved for the current summer and applying for the following school year need only apply for Day Camp.
• Current Financial Assistance Participants – receive a notification to reapply for the next season of activity (Day Camp or Afterschool) before the public.
• Program FA term-at-end if not renewed.

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List of Income Document Types

• IRS Income Tax Form
• 2 months Pay Stubs
• CalFresh (card or notice of approval)
• TANF (Calworks/Cashaid benefit letter)
• WIC (Benefit Statement)
• SNAP (Benefit Statement)
• SSI (Benefit statement)
• Disability (Benefit statement)
• Unemployment (Benefit statement)
• Bank statement
• Letter from employer for cash payments (i.e. nanny, day worker) Must include how much employee is getting paid per week/month.
• Child support/alimony statement
• Foster Family Letter
• Social Welfare/Housing Agency letter

Sample Income Tax Form and Benefit Statements

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Email Samples

• Sample Email Confirmation After Applicant Submits Online Application

• Sample Membership FA Approval Email

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Financial Workflow

Financial assistance is paid by the branch that provides the services to the individual or family.

Financial assistance is a monetary allocation aligned with our commitment to the community.

The growth of our membership financial assistance program should align with our membership increase. Membership FA should not be capped as long as membership is growing.

Financial assistance for programs requires careful consideration, as the margin on programs can be quite small. Work closely with department leadership to ensure FA does not negatively impact fiscal viability.

The Operations Team reviews challenges related to economic conditions with the support of the Alignment team. The COO and CFO determine changes to the process and/or percentage of awards.

Tracking

• Membership
  • Approve as applications are submitted.
  • Branch Executives are responsible for the adherence to fiscal goals related to Financial Assistance.
• Branch Programs
  • Approve as applications are submitted.
  • Branch Executives are responsible for the adherence to fiscal goals related to Financial Assistance.
• Youth Development
  • Executive Directors provide YSC with information regarding the availability of Financial Assistance dollars by month and site/program.
  • YSC approves FA within allowable funds and communicates with YD Leadership when buckets near 70% of available funds.

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