Member Management Team
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.
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.
