Member Management Team

Status

The Member Management Team or MMT has several key functions as of 2025:

- General Membership Support: Resolving tickets in FreshDesk that are generated when info@pumpingstationone.org receives an email.

- Membership Administration: Managing membership applications, renewals, terminations, and maintaining accurate member records.

- Storage Audits: Performing occasional storage locker audits to keep the storage registry and member profiles in sync and up to date.

- Data Management: Collecting and providing resources/data to the membership as they pertain to using the space effectively.

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.

Members Frequently Asked Questions

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.

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

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 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

How can I address changes in community dynamics?

If you notice shifts in community interactions, here are some constructive steps you can take:

• 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.

How are anonymous concerns handled?

According to DRC procedure, while anonymous issues are reviewed, they require additional verification before action is taken. If you're notified of a concern:

• Request specific details about when and how the complaint was filed
• The DRC uses an "Investigation Guidance Questions" document to gather important details
• Focus on documenting facts and maintaining professional interactions
• Remember that this is a learning opportunity for everyone involved

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

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.

What if I feel the DRC process isn't working for me?

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:

Inside the space:

• 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

Outside support:

• Consider consulting with a conflict resolution specialist or mediator
• Legal aid organizations can provide free consultation about your rights

Remember: your wellbeing comes first. Taking a break from the space while seeking resolution is completely acceptable.

Membership Administration Procedures

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 wiki page.

Returning Members

• Returning members need to set up their stripe subscription using https://ps1.link/stripe
• 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.

Member Cancellation

• The way to cancel depends on how you signed up and pay for membership:
  • If you paid through Stripe, you can cancel your membership by deleting your payment information on the payment portal.
    • If that link doesn't work, login to Wild Apricot using the SSO button, and you'll see a shortcut link to Stripe on your WA profile.
  • If you paid through PayPal (super old account), you'll have to cancel in your PayPal portal.

Membership Administration Tools

FreshDesk

FreshDesk is the current customer service ticketing solution used by MMT to resolve member inquires emailed to info@pumpingstaitonone.org.

• https://pumpingstationone.freshdesk.com

Wild Apricot

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.

To access WA, login via SSO at the membership subdomain >>>> membership.pumpingstationone.org.

Resources

• Stripe Subscription Selection Page
• Canvas
• Discourse
• Events Calendar
• Wild Apricot
• Liability Waiver
• Fob Setup Instructions
• Auth Portal for Authorizers to add members