Skip to main content

Membership Financial Assistance

Julie Griswold (Association Office)
Updated

Navigation:

Approval Workflow

Joining Fee

Special Populations

Conversation Guide

Renewals

Eligibility Audit

APPROVAL WORKFLOW 

In person or Online 

1. Request for Assistance

  • In-person: any trained staff member may engage the applicant in an affordability conversation and approve up to 50%.
    • The applicant does not need to complete the application.
    • Applicant Self-Service @ Branch (in the event a staff member is unavailable)
      • Direct the applicant to complete the application via tablet or on their phone. YSC will process. Start applicant on 7-day trial pass.
    • Purchasing Group Assistance: complete this form to add the purchasing group.
  • Online: Back-up workflow in the event Front Desk Staff need support. Processed via YSC using the same workflow as the front desk.

Approval Grid:

30%

50%

70% with Executive Approval

2. Communicate approval to the applicant:

  • Accepted
  • Request for Additional Assistance:
    • Complete - Financial Assistance: Executive Director Approval
      • Form routes to the Executive Director for approval and routes to YSC for entry.
      • Member receives email notification of approval and a link to join online. YSC staff will enter FA on account.
      • Rejected Requests: ED forward approval request email to membersupport@ymcasv.org with approval messaging. YSC will follow up with the applicant.
    • Sell a 7-day trial pass while waiting for ED approval.
      • Upon approval, convert Trial Pass to Membership
3. Sell the Membership Personify Directions

 

JOINING FEE

  • Membership Joining Fee - will be commensurate with the Financial Assistance award (30%, 50%, or 70%) and can be spread over three months if necessary. 

 

SPECIAL POPULATIONS 

No Escalation approval needed

Population Join Fee Discount Notes
Foster Youth & Aged-out Foster Youth (U26) $0 70% Some programs offer funding for after-school and summer
Unhouse & Group Home Adults $0 70% Most will qualify for a Health Plan membership
Unhoused Youth $0 70% Most will qualify for a Health Plan membership

CONVERSATION GUIDE

Sample 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."

Conversation Philosophy

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 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. 

RENEWALS

  • Renewal notification via Personify 60 days prior to expiration.
  • Memberships not renewed will terminate-at-end.
  • Renewals can be done in person or online. Follow the original process.

 

ELIGIBILITY AUDIT (YSC)

Recurring audit of Financial Documents

  • Approved Membership Financial Assistance is awarded for two years.
  • Within the approved timeframe, members may only be audited once.
  • Each quarter (January, April, July, October), all branches will participate in a random audit.
    • 5% of each branches Membership Financial Assistance awardees will be asked to produce documentation qualifying the assistance they receive
    • Members producing documents will be added to an exclusion list for the remainder of their approval period.
    • Members who do not produce documents will terminate-at-end of the current billing cycle and will be sent a notification.
  • Tracking:
    • Run XX Data Analyzer Report
    • Sort Data by Branch
    • Identify number sequencing for each branch
    • Enter the sequencing of number for each branch into the auto-number generator
    • Ask for five unique numbers from the sequence
    • Repeat this sequence for each branch
    • Follow the process to collect documentation from members
    • Add member information to tracking sheet of audited members

    • Add a contact tracking to the account

       

 

 

Related articles

Comments

0 comments

Please sign in to leave a comment.