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Membership Cabinet- EV Front Desk Staff Training Guide DRAFT

Kelly Stark Hernandez
Updated

The information below is from East Valley and is included as an example of staff training documentation. It was converted from an original Word document into this article format.

We would like to review staff training documents from all branches so we can compare and identify common elements, develop a consistent approach that works across branches, and also understand any training needs unique to each location.

Please send in your branch’s staff training documents via email. Thank you!

 

Table Of Contents

  1. Program Registration
  2. Program Transfers
  3. Transfer Credits
  4. YMAP/Personify Account Creation/ Registration
  5. YSV Agreements
  6. Financial Assistance (Membership)
  7. Financial Assistance (Programs)
  8. Sports
  9. Camp
  10. After School Programs
  11. Partnerships
  12. Aquatics
  13. Translation of Applications
  14. Handling Customers/Members that communicate primarily in a different language.
  15. Enhancements
  16. Wellness
  17. Volunteers
  18. Submitting Tickets to Y Solutions Center
  19. Maintenance / Equipment & IT Tickets
  20. QR Codes
  21. QR codes consolidation
  22. Facilities and Maintenance
  23. EV Front Desk Training Documents
  24. Staff Memberships

EV Front Desk Training Guide

 

Program Registration

It’s ok to encourage members to take advantage of the convenience of registering online from the comforts of their home or without having to take the time to come into the Branch, but we most importantly want to take the time to identify the customers’/members’ needs to determine if there are underlying factors that have prevented them from self-registering remotely and provide them with the support they may need.

  1. Member/Customer is unable to register online due to:

    • Members’ ability to navigate online technology.
    • Members’ access to technology.
    • Not meeting the age requirements. In this case, they will not be able to register online. We do have the ability to override age requirements.
      • For Aquatics, they must get written permission from Aquatics to override the age requirements.
      • For Sports, they are allowed to play up but not down.
    • Member is not the Primary on the account. If the member is on the account but not the Primary (Payor), we can:
      • Instruct them to have the Primary do the registration online. 
      • Help them register the participant, but they will not be allowed to use the Primary’s payment method if the primary is not present.
      • Allow them to pay with a different card or the same card if their name is on the card and they have proper identification.

  2. Staff helps the Customer register the participant(s) online by:

    • Instructing them to scan a QR code (on membership pricing card or the printed QR code) using their own Smart Device for use in the facility or at a later time.
    • Tapping the Registration NFC digital card using their Smartphone.
    • Allowing them to use one of our iPads.
      • Shortcuts Apps/Websites have been added to the iPad’s Home Screen.
      • Note: We might need to provide them with the email associated with their account if they are the Primary and they’ve forgotten it.
      • Username/Password. We can also send them links to reset their username and password.
      • Going forward: We will be working with IT to ensure that Accessibility to other Apps/downloads will be restricted as per security protocols.
      • We will not be using/loading Personify on our iPads. This ensures that members/customers will not have access to another customer's information. Note: Please also note that Personify is not formatted to work on iPads. This works as designed.
    • Allowing them to use the Chromebook Kiosk
      • For security purposes, if you hand over a Chromebook kiosk to a customer/member, make sure that Personify or any other App with other members’ information is not open and accessible by the user.

  3. Staff Registers the participant(s)

    • Current Practices (Friendly conversational reminders)
      • Remind the customer/member that having a Staff member register them is essentially the same as them registering online. Exceptions were mentioned above.
      • Remind the customers that, even though we are registering them, getting a space is not guaranteed. Availability and the timing of the registration completion (payment taken) are determining factors as with self-registration.
      • Remind the customers that registration is live and, during the time they’re traveling to come into the Branch, the spots that were previously open can be taken by others.
Back to the Table of Contents

Program Transfers

Front Desk Staff (who are not YSC Staff) do not have the ability to do Program transfers. A ticket must be submitted. 

Transfer Credits

Front Desk Staff do have the ability to do credit transfers.

YMAP/Personify Account Creation/ Registration

  1. Member/Customer is unable to create an account online.

    • Staff creates the account in Personify. We want to encourage members to register online but, there are other factors that we should always consider before turning them away:
      • Members’ ability to navigate online technology.
      • Members’ access to technology.
      • Technical issues and other issues/circumstances.

  2. Member creates the account by:

    • Scanning the QR code (on membership pricing card or printed QR code) to use their own Smart Device.
    • Using their Smartphone to tap on the appropriate NFC Digital card.
    • Using one of our iPads.
    • Using our Chromebook Kiosk.
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YSV Agreements

  1.  Ways to have the member sign the agreement:

    • Have the members scan the Agreement’s QR code (that is displayed in Personify) using the iPad and hand the iPad to customer/member to read and sign. This applies to agreements for minors also.
    • Allow the members to use the Chromebook kiosk.
    • Email them the link to their agreements. You can click on the “Sign the Agreements on tablet link” and copy/paste the link into an email.

  2. Known issues

    • The selection of “Myself and my Minor Child(ren)” does not automatically update the minors’ demographics.
      • A ticket was submitted, and a fix is forthcoming. 
    • Agreements Pane is not showing. This behavior was observed mainly on the Chromebook.

  3. Automation of Waiver signing on Ebiz/Website.

    • This Enhancement is part of an Overall Waiver Project that is in the works.

  4. Translation of YSV Agreements

    • A Ticket has been submitted to IT.
    • They are discussing the best course of action.
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Financial Assistance (Membership)

  1. Application Processing

    • Membership FA(New) As of 10/1/25, Membership FA processing is done only by the FA advisory team. Please schedule an appointment with Yanelly or Carmen for membership FA.
    • Program FA processing is still the same with one exception. The applicant no longer received an application number and there is no need to add one to the Staff form.

  2. Income Verification

    • FA is based on the annual income of the entire household. For example, if there are two adults with income in the household, and only one will be on the membership, we require the income of both adults. Note: Special circumstances with regards to income are considered and should be forwarded to Carmen and Ana. This may delay the processing of their application.
    • FA Annual Income Chart
      • A printout of the chart is in our Front Desk Binder.
      • A link to the Financial Assistance Folder can be found in the Front Desk Links document located at: Front Desk Links.docx

  3. Submitting the Staff Form

    • Create/Verify the Personify Account. YSC is not responsible for creating the Personify account. Not having a Personify account created prior to FA processing significantly slows down the approval process. If there is no account, the person who approves the applications will have to create one to ensure that YSC puts the discount on the correct account. This significantly slows down that individual’s approval time.
    • During the income verification process and before you submit the Staff form is when you should check to make sure that the individual has an account, and that it matches what the individual put on their application.
    • The easiest way to do that is to look at the individual’s application confirmation email when you request their application # that is required to fill out the Staff form.
    • If they somehow have the application number, but no longer have the email, you can ask them verbally to confirm their information so that you can search for their account in Personify and create an account if there is none.
    • Common practice is to search by email using the email they put on the application.
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Financial Assistance (Programs)

  1. EV currently does not have funds available for Program FA.
  2. They can still fill out an application, but there is no guarantee that funds will be available.

Sports

  1. Game Schedules and Rosters. 

    • For game schedules, please refer to TeamSnap. All schedules are accurate, along with team rosters.
    • TeamSnap HOW TO.pdf (New link/username/password is below)  
    • Hello Team! (Frank Santiago)
      • TeamSnap Update: We are currently using a new version of TS called “TeamSnap Business.” There are a few more added features and resources for Sports Directors to utilize and explore. For any other Y staff representative, TS Business is all the same (accessing team rosters & game schedules).
      • TeamSnap Link
      • Please use my log-in information to access TeamSnap Business, where you will find youth sports information and schedules.
      • Username: Leaving blank since this is specific for EV. 
      • Password: Leaving blank since this is specific for EV. 

  2. Youth Basketball Quick Check

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Camp

  1. Financial Assistance

    • Camp FA is processed by Kelly Ear (YSC). She processes the applications as they are received.
    • They will continue to provide FA until funds are exhausted.
    • Members may apply for financial assistance for an unlimited number of weeks.

  2. Camp General information

  3. Camp Registration

  4. Camp Menu

After School Programs

  1. Click here to view YMCA Afterschool Programs on the website.
  2. Follow the instructions to locate your school site.
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Partnerships

  1.  SCFHP (Santa Clara Family Health Plan) 

    • Click here for more info.
      • We are currently giving applicants a Trial pass while they wait to be verified.
      • Applications are handled by the YSC Staff that have been trained to handle the members’ confidential insurance information.
      • Someone on the YSC team is responsible for verifying that the applicant is an active SCFHP Member. As of 3/3, their turnaround time is within a week.
      • The YSC team is also responsible for setting up the YMCA membership once the applicant has been verified.
      • The applicant will receive an email from YSC notifying them of the outcome of the verification process. If verification is successful, YSC will set up a membership for the insured Individual. If insurance verification is unsuccessful, YSC will send them an email letting them know what to do next.

  2. SCFHP –vs- Medicare

    • Medicare is a broad Federal program.
    • SCFHP's DualConnect plan is a specific type of Medicare plan designed for those who also qualify for Medi-Cal, offering a more integrated and coordinated approach to healthcare within Santa Clara County.
    • Comparison - Medicare vs SCFHP.docx

  3. Insurances other than SCFHP

    • If Person asks if we accept any other insurances:
      • You can tell them that we also partner with FitOnHealth. They will have to check with their insurance company to see if FitOnHealth is a fitness benefit included in their coverage.
      • You can hand them a FitOnHealth Cards.pdf

  4. FitOnHealth (Individuals only) 

  5. Wellhub (Formerly known as Gympass)

  6. DOD (Military Memberships)

  7. American Special Health (ASH- Active & Fit, & Silver & Fit)

    • Click here for more details about the partnership which includes: 
      • Front Desk Responsibility
      • Verifying Participant Eligibility
      • Selling an ASH Membership in Personify

  8. ELR Early Learning Readiness (Nana Y Yō)

    • Free (Members & Community) Program for 0-5 years. See the Front Desk Binder for more info.
    • Interest Form

  9. Cambia Su Vida

    • Families from “Cambia Su Vida” may come in to sign up for membership. They will bring in a paper contract.
      • What to Do:
        • Take the contract from the family. - Set them up for a trial pass.
        • Email Ana and leave the contract in her office and she will take care of it.

  10. Safe Park Program (East Valley) 

    • Participants that are on the guest list are allowed to take showers at their assigned YMCA location.
      • Safe Park guest should:
        • Check in with Front Desk and show their ID.
        • Let the Front desk Staff know they are with Safe Park.
      • We have a Safe Park guest list in the Front Desk Drawer
      • Increase the scan count by 1 manually. 
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Aquatics

  1. Waitlist Management

  2. Testing

    • AQUATICS – GREEN BANDS & SWIM ASSESSMENTS (To Determine Stage)
    • Green Bands
      • Testing can be done any time the guards are in ratio during Open Swim time.
    • Swim Assessments
      • Testing is done during the week at 3:45pm or 6:30pm.

Translation of Applications

  1. FA Application

    • Translate to other languages using Google Translate
      • On the Chromebook kiosk
        • Right-click (or Ctrl-right-click on the application and translate or
        • Click the Ellipses (3-dot menu) in the top right-hand corner of the browser menu and translate.

  2. SCFHP Application (Mach Form version only)

    • Translate to other languages using Google Translate
      • On the Chromebook kiosk
        • Right-click (or Ctrl-right-click on the application and translate or
        • Click the Ellipses (3-dot menu) in the top right-hand corner of the browser menu and translate.
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Handling Customers/Members that communicate primarily in a different language.

In Person (Conversation)

  • Spanish Speakers
    • Ask for help. We have Interns (M/Thu 9am-3p and some Fridays)
    • Ask YD Spanish Speakers for help.
    • Check the schedule. Ask them to return when we have a Spanish Speaker working.
    • Ask YSC, if they have a Spanish speaker on shift and have them give the phone number to the Call Center.
    • Use Google Translate. You can use Google Translate on Chromebook.

Enhancements

  1. Standalone Kiosks

    • This is still being considered in Front Desk enhancement plans. 
    • For now, we will be using Chromebook and iPads as interim solutions.

  2. Translation on iPads

    • It is not possible to translate entire documents, only selected text.
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Wellness

  1. Scheduling Wellness Orientations

    • Wellness requirements:
    • Ensure that you have access to all the Wellness Coaches’ Calendars.

  2. Add Youth Orientation Demographics to Personify

    • After the Wellness coach conducts a Youth Orientation, they will place the “Youth Strength Training Agreement” in the blue “NEW YOUTH ORIENTATION” file folder located in the office in the black wire file sorter.

  3. During your shift

    • Check the file folder and update the member’s Demographics.  Write the date you entered the demographic and your initials on the form and place it back in the folder. If you are unable to find a member, please make a note of it.

  4. Personal Training

Volunteers

  1. Please collect the potential volunteers’ contact details.
  2. If the volunteer is under 18, please also get the parent’s contact information.
  3. Send that information to Carmen.
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Submitting Tickets to Y Solutions Center

Submit tickets regarding Membership, Programs, Financial Assistance, any moves and changes in Personify (Holds, Upgrades, Downgrades, Adjustments, Refunds, etc.)

Maintenance / Equipment & IT Tickets  

  1. Wellness Equipment

  2. Other Maintenance

  3.  IT (login, network issues, etc.)

    • Email to: ITHelpdesk@ymcasv.org (ITHelpDesk)  
      • Personify issues
        • Send ticket to IT. Include Personify in the Subject line.

  4. Website issues (non-network/connection related)

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QR Codes

Printouts

  • To get access to the pdf of the printed codes we keep at the Front Desk:
    • Go to the “EV Welcome Center Team” chat in TEAMs.
    • Click on “Shared”.
    • In the “Filter by keyword” field, type QR.

QR Codes Consolidation 

NFC Cards

  • Digital cards programmed with our most frequently used sites, links, etc. were programmed and placed at the Front Desk

Facilities and Maintenance

Routine Cleaning

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EV Front Desk Training Documents

  1. Front Desk Links

  2. Training Outline

  3. Helpful Hints

  4. Online Training

    • Available upon request

Staff Memberships

  1. If a Staff member comes to the Front Desk and asks for a Staff membership, please do the following:
    • Direct them to their supervisor.
    • Their supervisor will send them a link to the Staff form for them to fill out.
    • Submitting the form submits a ticket to YSC.
    • YSC will process the request.
  2. If a Staff member wants changes to their membership,
    • Front Desk or their Supervisor can submit a Zendesk ticket to YSC to make the change.
    • If the Front Desk submits the ticket, they will request, in the “Additional information” section of the ticket, that the Staff’s supervisor is cc’d on all communication regarding the ticket.

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