Difference between revisions of "Member Management"

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== Onboarding ==
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= Member Management procedures =
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* RT ticket generated automatically when a new member signs up through the website.  Occasionally a member comes to us in person and signs up, typically to pay by cash and in that case, we don't really have the best system in place to manage that ongoing subscription.
 
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* Search the member site for an existing profile using '''both''' the PayPal email address and the name found in the RT ticket.  Doing both searches is important as someone may have changed their name, for example in the case of marriage.  The PayPal payment email might also have changed and in this case, the RT ticket that is generated appears otherwise indistinguishable from a new subscription.
 
  
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If a profile is found then:
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== Status ==
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* Go to https://members.pumpingstationone.org/mm/member_list/ and
 
  
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otherwise create a new profile:
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The majority of this page was written before 2018, when member management procedures changed quite a bit. A comprehensive rewrite is underway. Until then, there will be a section for 2019 procedures, and the pre-2019 procedures will be maintained for reference and guidance. Most 2019 procedures will be conveyed to new administrators during familiarization training. It is expected that familiarization training will be incorporated into the Canvas LMS eventually.
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* click on the "+ Person" button to create a new profile. If this new page is not saved, the contents will be discarded and no new record will be created in the backend database
 
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* Enter the First and Last name of the member - PayPal will provide this in registration email, however frequently member's use a Paypal account used for a business and so the name field might not be accurate (someone may gift a membership or otherwise pay on someone else's behalf)
 
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* copy the PayPal email address to both the "Email" and "PayPal Email" fields
 
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* the membership start date will default to the current date, but set it to a more appropriate date if needed ( historically prior to July 16, this is usually set to the subscription signup date to simplify the member leaving process )
 
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* save the record and send the welcome email to the new member by clicking "Email"->Welcome to PS:One!"
 
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* mark the ticket resolved, no need to move it to any other queues
 
  
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== Suspension ==
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== Member Management Procedures ==
  
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== Cancellation ==
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Member management at PS1 involves a combination of the Wild Apricot member management system, PayPal, Stripe, Freshdesk, with some involvement of WordPress, Slack, Discourse and other systems. Wild Apricot is the core system, PayPal is a legacy payment system, and FreshDesk is the current trouble ticket/customer service platform. Email for the domain is handled by Google, but members are not generally using domain email.
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* PayPal subscription canceled by member
 
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** RT ticket is automatically generated with a subject of the form: <PayPal profile name> canceled automatic payments to you
 
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** From the Customer email field in the RT ticket, look up the member profile: https://members.pumpingstationone.org/mm/people/
 
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** From the Profile ID field in the RT ticket, look up the PayPal subscription: PayPal -> Activity -> Profile ID (search by Email Address is the default search option, use the dropdown to set it to Profile ID)
 
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** Compare the Membership start date from the member profile with the most recent PayPal transaction.  Usually the day of the month should match, but sometimes the member is credited a few extra days when the onboarding process doesn't happen in a timely manner. If the member profile day is no greater than a week after the PayPal transaction day of the month, then use the member profile day.  Otherwise use the PayPal transaction day.
 
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** The membership is valid until the end of the current subscription month (calculated as one month after the last PayPal transaction date, and possibly a few days after that as determined in the previous step).
 
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** Modify the RT ticket Subject field (Basics tab of the RT ticket) and append " - MM/DD>" where MM/DD is the membership end date. Change the Status field to "deathrow" and click Save Changes.
 
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* Member requests cancellation by email
 
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* Suspended account more than 2 weeks overdue
 
  
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* Process aging Treasury:deathrow RT tickets
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=== New Member ===
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**  
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* New members initiate their own member profile at https://membership.pumpingstationone.org
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* Administrators should allow the member to initiate their own membership through Wild Apricot wherever possible to ensure accuracy.
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=== FreshDesk ===
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FreshDesk is the current customer service/trouble ticket replacement for RT. Email the board or a board member to apply to become a FreshDesk agent. 
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* https://pumpingstationone.freshdesk.com
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=== Wild Apricot: member management ===
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Wild Apricot is the platform that forms the core of current PS1 member management, and has modules for ticketed events, payment processing through Stripe, and managing some WordPress web site content.
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* https://membership.pumpingstationone.org
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* When a new member applies online, their application must still be approved by an admin and they must still appear in person and have their ID checked by 2 admins to be considered a member and to be provided with the door code or unaccompanied access to the space.
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* Most member management functions become self-service with Wild Apricot, including starting, stopping or changing the method of payment for dues.
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* ID checks are performed by 2 admin members, who enter their name and the date in the appropriate fields of the new member's membership profile.
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* Create a minimal ps1auth profile for the new member, which requires only their first and last name, birthday, and email address.
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* Send the new member the door code through Wild Apricot after their ID checks have been performed.
  
 
[[Category:Admin]]
 
[[Category:Admin]]
 
[[Category:Board Procedures]]
 
[[Category:Board Procedures]]

Latest revision as of 23:47, 6 April 2021

Member Management procedures

Status

The majority of this page was written before 2018, when member management procedures changed quite a bit. A comprehensive rewrite is underway. Until then, there will be a section for 2019 procedures, and the pre-2019 procedures will be maintained for reference and guidance. Most 2019 procedures will be conveyed to new administrators during familiarization training. It is expected that familiarization training will be incorporated into the Canvas LMS eventually.

Member Management Procedures

Member management at PS1 involves a combination of the Wild Apricot member management system, PayPal, Stripe, Freshdesk, with some involvement of WordPress, Slack, Discourse and other systems. Wild Apricot is the core system, PayPal is a legacy payment system, and FreshDesk is the current trouble ticket/customer service platform. Email for the domain is handled by Google, but members are not generally using domain email.

New Member

  • New members initiate their own member profile at https://membership.pumpingstationone.org
  • Administrators should allow the member to initiate their own membership through Wild Apricot wherever possible to ensure accuracy.

FreshDesk

FreshDesk is the current customer service/trouble ticket replacement for RT. Email the board or a board member to apply to become a FreshDesk agent.

Wild Apricot: member management

Wild Apricot is the platform that forms the core of current PS1 member management, and has modules for ticketed events, payment processing through Stripe, and managing some WordPress web site content.

  • https://membership.pumpingstationone.org
  • When a new member applies online, their application must still be approved by an admin and they must still appear in person and have their ID checked by 2 admins to be considered a member and to be provided with the door code or unaccompanied access to the space.
  • Most member management functions become self-service with Wild Apricot, including starting, stopping or changing the method of payment for dues.
  • ID checks are performed by 2 admin members, who enter their name and the date in the appropriate fields of the new member's membership profile.
  • Create a minimal ps1auth profile for the new member, which requires only their first and last name, birthday, and email address.
  • Send the new member the door code through Wild Apricot after their ID checks have been performed.
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