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

Something happened at the space and I don't feel safe, what can I do?

Read through the DRC documentation and follow the procedure listed. Knowledge is power, if you see that the procedure isn't being followed, make it known and keep records in writing. Find volunteers you can trust and ask if they can help you in the process.

People are suddenly treating me differently and I feel alienated, what is happening and what can I do?

If you're unaware of anything you might have done then kindly try to get more information from someone that has become more distant, it's possible that a rumor has spread about you among active members or volunteers. Remember that it's natural to have a strong emotional reaction as certain accusations can attack your moral character, and behind-the-scenes discussions can create social isolation. Without being given a chance to respond and with a loss of community connections, it's easy for a fight-or-flight response to be triggered and to feel an urgency to do something. Remember to document everything and request a clear process (seek specific examples or evidence and make sure the DRC procedure is being followed). Connect with those you trust and maintain professional relationships. Having an outside perspective can also help keep you grounded. Write about your thoughts privately and if something seems overwhelming remember that you don't have to respond immediately.

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