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| = Member Management procedures = | | == Status == |
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| == Status == | | The Member Management Team or MMT has several key functions as of 2025: |
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| | - '''General Membership Support''': Resolving tickets in FreshDesk that are generated when info@pumpingstationone.org receives an email. |
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| | - '''Membership Administration''': Managing membership applications, renewals, terminations, and maintaining accurate member records. |
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| | - '''Storage Audits''': Performing occasional storage locker audits to keep the storage registry and member profiles in sync and up to date. |
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| | - '''Data Management:''' Collecting and providing resources/data to the membership as they pertain to using the space effectively. |
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| | == Policy Approach == |
| | To preserve volunteer involvement, the main goal of MMT is to help distill member support inquires into automated self-service functions and concise resources that reduce maintenance efforts and input from volunteers while maintaining a high degree of accuracy and reliance. Primarily focused on resolving support inquiries, MMT is well positioned to identify pain points and patterns that can be delegated to an area's team or an infrastructure team such as the Tech Team. While there are coders on MMT, it's important to maintain that there should not be an expectation to code in order to join the team. |
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| | == Members Frequently Asked Questions == |
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| | === How can I be an excellent community member? === |
| | Our space thrives when we all work together to create a positive environment. Here are some helpful guidelines for being a great community member: |
| | * Focus on sharing your projects and creative pursuits these make for great conversations! |
| | * When sensitive topics come up, it's perfectly fine to say "I'd prefer to focus on maker projects" or simply excuse yourself from the conversation. Your comfort matters. |
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| | Some practical ways to help maintain our shared space: |
| | * Clean up your work area when you're done |
| | * Store projects in designated storage areas rather than on workbenches |
| | * Use proper ventilation when working with chemicals |
| | * Only use the kitchen sink for food related washing |
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| | === What resources are available if I experience concerns about safety? === |
| | Your safety and wellbeing are top priorities. The Dispute Resolution Committee (DRC) has established procedures to help address concerns. We encourage you to: |
| | * Review the [[Dispute_Resolution_Committee|DRC documentation]] to understand the process |
| | * Reach out to volunteers you trust for support and guidance |
| | * Consider bringing a friend when visiting the space |
| | * Request a neutral third party be present for any challenging interactions |
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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.
| | === How can I address changes in community dynamics? === |
| | If you notice shifts in community interactions, here are some constructive steps you can take: |
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| == 2019 Member Management Procedures ==
| | * Start by having an open conversation with a trusted member to better understand the situation. Keep detailed records of events and communications - this helps maintain clarity and can be valuable for resolution. |
| | * Remember that it's completely normal to feel emotional about community challenges. Take time to process your feelings and don't feel pressured to respond immediately to difficult situations. Consider writing down your thoughts privately to help organize them. |
| | * Maintain professional relationships and stay connected with trusted members. Having support both inside and outside the community can provide helpful perspective and emotional grounding. |
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| Member management at PS1 involves a combination of the Wild Apricot member management system, some vestigial use of ps1auth, Active Directory, PayPal, Stripe, Freshdesk, with some involvement of WordPress, Google Groups, Slack, Discourse and other systems. Wild Apricot is the core system, PayPal is a legacy payment system, Active Directory is a functional IT component, 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.
| | === How are anonymous concerns handled? === |
| | According to [https://mywikis-wiki-media.s3.us-central-1.wasabisys.com/ps1/DisputeResolutionCommittee_(DRC)_Doc.12.2020.pdf DRC procedure], while anonymous issues are reviewed, they require additional verification before action is taken. If you're notified of a concern: |
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| === New Member ===
| | * Request specific details about when and how the complaint was filed |
| * New members initiate their own member profile at https://membership.pumpingstationone.org | | * The DRC uses an "Investigation Guidance Questions" document to gather important details |
| * Administrators should allow the member to initiate their own membership through Wild Apricot wherever possible to ensure accuracy. | | * Focus on documenting facts and maintaining professional interactions |
| | * Remember that this is a learning opportunity for everyone involved |
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| | Our community is built on volunteer efforts, and we're committed to fair processes. If you're facing a complaint where evidence of the alleged incident isn't available, you can: |
| | * Request documentation showing when and how the complaint was filed |
| | * Ask to see the findings related to the DRC's "Investigation Guidance Questions" document |
| | * Use this information along with other records to help establish what happened |
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| === FreshDesk ===
| | Remember that resolution processes work best when everyone maintains professional communication. The goal is to reach clear, fact-based understandings that help our community grow stronger. |
| 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 === | | === What if I feel the DRC process isn't working for me? === |
| 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.
| | Everyone deserves to have their concerns addressed fairly. If you feel the DRC process isn't meeting your needs, here are some steps you can take: |
| * 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.
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| | Inside the space: |
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| | * Request a written copy of all DRC decisions and proceedings |
| | * Ask for a meeting with the Board of Directors to review your case |
| | * Bring a trusted member to advocate with you during meetings |
| | * Document all communication and keep copies of relevant records |
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| | Outside support: |
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| == 2018 (and prior) Procedures ==
| | * Consider consulting with a [https://www.ccrchicago.org/about-mediation conflict resolution specialist or mediator] |
| | * [https://illinoisattorneygeneral.gov/Legal-Assistance-Referrals/index Legal aid organizations] can provide free consultation about your rights |
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| === Follow RT Procedures ===
| | Remember: your wellbeing comes first. Taking a break from the space while seeking resolution is completely acceptable. |
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| * Assign yourself as the owner of the RT ticket. see: [[RT Procedures#Set the owner and queue for a ticket]]
| | == Membership Administration Procedures == |
| * Change the ticket status to "open".
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| === Member Site Admin === | | === New Member === |
| | * New members initiate their own member profile at https://pumpingstationone.org/join |
| | * Before a new members account is approved, the prospective member needs to start a Stripe subscription through https://ps1.link/stripe |
| | * An in-person or virtual ID check is performed as the final step to approve a new member's account. |
| | * As a courtesy, a user's first fob is typically set up at the time of the ID check, but members are able to set up their own fobs. Instructions can be found on the [[Fob|fob wiki page]]. |
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| * Log in to Member site.
| | === Returning Members === |
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| === Onboarding ===
| | * Returning members need to set up their stripe subscription using https://ps1.link/stripe |
| ==== Create Member ====
| | * The account will remain in a pending state until a volunteer with admin WA access is able to review the returning members WA profile and confirm the Stripe subscription status before re-enabling the account. |
| * An RT ticket is generated automatically when a new member signs up through the website. This will be in the form of an email from PayPal with subject line "'You have a new automatic payment profile for XXX'" | |
| ** 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 due dates of the ongoing subscription.
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| * Search the [https://members.pumpingstationone.org/mm/people/ member site] for an existing profile using '''both''' the PayPal email address and the name found in the RT ticket.
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| ** 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. | |
| ** Additionally, if a PayPal subscription becomes suspended, given our current PayPal product, it appears that we can reactivate the profile, but that is not the case. Only with PayPal Pro can we manipulate (other than cancel) the member's PayPal subscription. If the member follows the procedure outlined in the suspended subscription email, then they will create a new subscription. In this case, we need to both reactivate the original member profile, and resolve the suspended RT ticket sitting in the cancelled queue.
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| ==== If an existing profile is found then: ==== | | === Member Cancellation === |
| * Go to https://members.pumpingstationone.org/mm/member_list/ and change the Membership start date to the date of the new subscription
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| * Resolve the pending ticket(s) in Member Payments: cancelled if any
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| ** Most new members will not have a ticket in cancelled. This would only occur if the member started a new membership to resolve a suspended subscription.
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| ==== If no existing profile is found on the member's site:====
| | * The way to cancel depends on how you signed up and pay for membership: |
| * 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 | | ** If you paid through Stripe, you can cancel your membership by deleting your payment information on the [https://billing.stripe.com/p/login/cN27vM18zeI35wI9AA payment portal]. |
| * 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)
| | *** If that link doesn't work, login to [https://membership.pumpingstationone.org/ Wild Apricot] using the SSO button, and you'll see a shortcut link to Stripe on your WA profile. |
| * Copy the PayPal email address to both the "Email" and "PayPal Email" fields
| | ** If you paid through PayPal (super old account), you'll have to cancel in your PayPal portal. |
| * 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 ) | |
| * Save the record. | |
| * Send the welcome email to the new member by clicking "Email"->Welcome to PS:One!" | |
| * Do not send the PS:One Door Code email until the member's ID has been checked by two board members.
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| * Mark the ticket resolved, no need to move it to any other queues | |
| * Quickbooks automatically creates new Quickbooks member profiles (different from the member's site), when importing transactions through the PayPal app | |
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| === Check Member ID === | | == Membership Administration Tools == |
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| * Go to member site and find the member's page.
| | === FreshDesk === |
| * Click "Check ID" to get to the ID check form.
| | FreshDesk is the current customer service ticketing solution used by MMT to resolve member inquires emailed to info@pumpingstaitonone.org. |
| * When checking a member's ID, respect their privacy and do not talk loudly about their name, address, etc.
| | * https://pumpingstationone.freshdesk.com |
| * Fill out the form, and talk to the member about what it means to be a member of PS1.
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| * After checking the ID, see if the member now has two ID checks.
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| * If the member has two ID checks. Send door code email. | |
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| === Suspension === | | === Wild Apricot === |
| ==== Initiate Suspension ====
| | Wild Apricot (WA) is the primary membership management software used to hold and maintain all PSOne member records. While it can be used to process payments, there is an ongoing effort to use Stripe subscriptions directly in order to remove reliance on WA. Older accounts in WA will still perform charges through WA, but as of August 2024 new members are set up through a Stripe subscription model outside of WA. |
| * PayPal subscription suspended for non-payment (the subscription charge was unsuccessful) usually due to an expired or change in credit card number, but the member has not updated PayPal to use the new card. PayPal will generally send the suspension email about 10 days after the dues were to be collected.
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| ** RT ticket is automatically generated with a subject of the form: "Automatic payments from <PayPal profile name> were suspended"
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| ** Modify the RT ticket Subject field (Basics tab of the RT ticket) and append " - MM/DD>" where MM/DD is 3 days from the date of suspension. Change the Status field to "cancelled" and click Save Changes.
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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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| ** Set the Membership status field to: Suspended
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| ** Send the member the suspended subscription email. Use the Email dropdown and select: Pumping Station: One Membership Payment Suspended
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| === Cancellation ===
| | To access WA, login via SSO at the membership subdomain >>>> [https://membership.pumpingstationone.org/ membership.pumpingstationone.org]. |
| ==== Initiate Cancellation ====
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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. In general, the PayPal subscription day is a better indicator of when dues are due, than the member profile, Membership start date.
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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 "cancelled" 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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| ==== Cancel Membership ==== | | == Resources == |
| * To cancel a membership on or after the MM/DD in the subject field has lapsed, go to the member site and change membership status to discontinued.
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| * Send the "Sorry to see you go!" email.
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| (Consider sending this once the cancellation from paypal is noted, with the end date, and then another that officially marks the last day.
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| *Close the ticket
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| === Exceptions === | | * [https://membership.pumpingstationone.org/sys/website/?pageId=18069 Stripe Subscription Selection Page] |
| ==== Same Name as Active Member ====
| | * [http://canvas.pumpingstationone.org/ Canvas] |
| * New automatic payment for XXX - seems XXX is already an active member | | * [https://discourse.pumpingstationone.org/ Discourse] |
| ==== Maybe Maybe Not a Duplicate ==== | | * [https://calendar.google.com/calendar/u/0/embed?src=hhlp4gcgvdmifq5lcbk7e27om4@group.calendar.google.com&ctz=America/Chicago Events Calendar] |
| * New automatic payment for XXX - seems XXX *might* be a member - send "Is this you?" email | | * [https://membership.pumpingstationone.org/ Wild Apricot] |
| ==== Two payments from same person ====
| | * [https://tinyurl.com/iwillnotdiehere Liability Waiver] |
| * New automatic payment for XXX and XXX (two similar payment records) - One person paying for two members. | | * [[Fob|Fob Setup Instructions]] |
| | * [https://authadmin.pumpingstationone.org/ Auth Portal for Authorizers to add members] |
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| [[Category:Admin]] | | [[Category:Admin]] |
| [[Category:Board Procedures]] | | [[Category:Board Procedures]] |
| | [[Category:Teams]] |
