Member Management
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.
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 subscription using https://ps1.link/stripe
- A volunteer with admin WA access should review the returning members WA profile and confirm the Stripe subscription status before re-enabling the account.
Member Cancellation
- You can self-serve membership cancellation. The way you cancel depends on how you paid for membership:
- If you paid through Stripe, you can cancel your membership by deleting your payment information on the payment portal.
- If you did not pay through Stripe, you can cancel your membership by deleting your payment information in your member profile on the PS1 website.
Membership Administration Tools
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.