Member Management Team: Difference between revisions

Revision as of 11:37, 28 September 2024

Status

The Member Management Team or MMT has several key functions as of 2024:

- 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.

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://pumpingstationone.org/join
Before a new members account is approved, the prospective member should start a Stripe subscription through http://ps1.link/stripe
An in-person or virtual ID check is performed as the final step to approve a new member's account.

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.

@@ Line 1: / Line 1: @@
-= Member Management procedures =
+== Status ==
+The Member Management Team or MMT has several key functions as of 2024:
+- '''General Membership Support''': Resolving tickets in FreshDesk that are generated when info@pumpingstationone.org receives an email.
-== Status ==
+- '''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.
-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.
+== 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.
 == Member Management Procedures ==
@@ Line 10: / Line 19: @@
 === New Member ===
-* New members initiate their own member profile at https://membership.pumpingstationone.org
+* New members initiate their own member profile at https://pumpingstationone.org/join
-* Administrators should allow the member to initiate their own membership through Wild Apricot wherever possible to ensure accuracy.
+* Before a new members account is approved, the prospective member should start a Stripe subscription through http://ps1.link/stripe
+* An in-person or virtual ID check is performed as the final step to approve a new member's account.
 === 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.
+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: member management ===
+=== Wild Apricot ===
-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.
+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.
-* 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.
 [[Category:Admin]]
 [[Category:Board Procedures]]