Hi! Kari Scott - Member Services - Florida State University
Hello from University of Illinois at Chicago
Christine Panella with Purdue! Hi Everyone
Rhonda Cox at UT-Austin
Hi everyone! Sabrina Martinez from UT Rio Grande Valley
SDSTATE, Brookings, SD
Greetings from University of Florida!
00:35:52Anny Joyce La Torre
Hi! Anny from University of WA
Josh Davis - Penn State University
Mackenzie Lucius, Wisconsin - Madison
Natasha Davila- Colorado State University
Kristi Shiver University of North Georgia
David Troy from Harvard University!
Al Diaz - University of Oregon
Hey all! Lauren Rausch- Xavier University
Good Afternoon from Oklahoma State!
David Grassi-Washington State University
Elizabeth Keith from Miami University
Hi all - Nick Lampert - CU- Boulder
Greg Durham, Creighton
Hi - Joe Hanseling from Portland State University
San Jose State/Spartan Recreation- Guest Services Coordinator
Katie Mulhaney - Ohio State
Jazmyne Juneau Texas Southern University - member service assistant
Catie Payne- UNCG
Ron Siliko-Miami University
Haley Carpenter - Emory University
Hi All! Cyrus Mooney from Oregon State University
00:36:26Jake de la Torre
Hi All! Jake de la Torre - University of Denver
Justin Ellerbe- University of Nebraska-Lincoln
hello. Amanda Torres-Brooks from University of California Merced!
This is Laney Cherveny from DePaul University. Happy Friday all!
Membership Coordinator- Harvard University
Marlene from Stony Brook Univ New York
Drew Barfield - University of Texas at Arlington
Luke Mozena - Wichita State University!
Monica Towner - University of Illinois at Urbana-Champaign
Janae - UW
Bruce Maelzer - University of Oklahoma
Ashley Rees from the University of Manitoba
Margaret Fredericksen from SIUE
Hey! Lawrence Brown - Boise State University
Emma - UW Seattle
Good Afternoon! Craig Boegner from Utah State University
Marion Spearman from UGA! Go Dawgs!
Mariela Marquez - University of Illinois at Urbana Champaign
What size is your institution?
Is your institution public or private?
What is your experience level?
Do you directly oversee memberships?
Has your institution made a decision on membership/locker/etc. refunds?
a)Refunding the full amount--10%
b)Refunding a pro-rated amount--48%
c)Not providing refunds--17%
d)Unclear at this time--38%
Jessica Allen from Texas Southern University. Go Tiger!
SIUE is Southern Illinois University Edwardsville
Hi Alejandro Herrea-Moraine Valley Community College Health, Fitness and Recreation Center-Coordinator of Membership and Guest Services
Anna Champion - Auburn University at Montgomery - Wellness Center Assistant Director
Memberships report to me---Kelly Harris, University of Richmond
South Dakota State University is extending memberships and only giving refunds on a case-by-case basis
Tina Mixon University of Georgia Business Manager
00:38:17Dan Martin Jr.
Dan Martin Jr. - Service Coordinator @ Harvard. I work closely with our Membership Team and wanted to join this Roundtable to learn about how others in the industry are handling Membership Services during closure.
East Carolina University is going to extend memberships and issuing refunds only for those that are not returning to campus upon reopen, and a few other select exceptions.
Hello everyone. Roger Watson from Dixie State University.
Harvard University is going on a case by case basis right now because our graduate schools all have different price points which makes things a little more complicated to deal with.
Shari- are you providing refunds for just those that reach out to you or what case by case scenarios are you speaking on?
Creighton has given most students a $250 student fee credit. This satisfied individual units from giving service refunds. No word yet on what will happen with fac/staff memberships yet, that's in process now.
Nebraska implemented a membership pause on all auto debits and payroll deductions. We gave this option in the hopes to have less people cancel.
Oregon is on the term system so we were going into winter finals week when the closure occurred. We are giving full refunds for spring memberships and spring and summer lockers now. Reopen date is undetermined. The rec fee for students was also not collected for spring term. Case by case we are extending memberships into next academic year.
At Ohio State we are doing the following
Paid In Full (semester/annual)
Time added to membership equal to time gone; if refund is wanted in lieu of time added, a prorated amount will be provided
½ Semester (purchased online)
Will receive a full refund on the card used (Nikki)
½ Semester (purchased in person)
Will receive a full refund, check sent by mail
Pay monthly (recurring cc/payroll)
Assessed March fee for 3/1-3/15 AND payment stopped for April on
Short Term Guest Passes
Membership will remain on account with expiration deadline extended to reflect time gone.
Prorated refund, beginning April 3 (Prez Drake)
SO SORRY , hit enter to skip down a line....
UT - Austin paused recurring charges and payroll deduction to hopefully minimize cancellations. Our website is updated as things change.
Southern Illinois U Edwardsville is extending membership. We are only refunding members that express financial hardship due to COVID. We are not putting that "out there", but we normally refund those that relocate, are deployed or have doctor's orders.
SJSU: We paused all recurring charges while we are closed and whenever we can reopen, the first month will be free to compensate those that paid for the full month of march before the closure. For refunds, it's on a case by case basis, mainly only refunding those that paid for march and that was going to be their last month due to cancellation, lockers, and semester memberships.
Loyola University Chicago is running things up the chain if it's a mass email. I can email one person with info, but if I send to a group it goes up the chain.
FSU - Extending is our default option (no action required) and all payroll deductions were paused; other options are prorated refund or credit on account through Fusion. This was all communicated in our member email sent through Fusion and we are collecting their responses through a Qualtrics Form.
Do want to clarify my gray zone (unclear at this time)- I have been in communication with our director at this time what our plans are for members (stop payroll until further notice for faculty/staff and provide membership extensions for those who have paid semester/annual (for how long we are closed). That communication is supposed to go out today (gave that date last week to our members) and I am currently waiting on Senior Leadership at the university to approve language to send emails- not sure if anyone else is having to go through several people "up the chain" to approve communication?
UW Seattle - Open to campus community only or spouses/+1. extending annual memberships the amount of days we are closed. Quarterly memberships were supposed to open to purchase the day we closed so we haven't had to really deal with those at this time. Student memberships are through tuition. If we get a request to end a membership we are doing that via email request. However, now that we are all remote we are unable to process refund at this time.
UT-Austin RecSports originally had to go through VP for Student Affair but they changed that once they realized the volume
What tool are y'all using to pause memberships?
We are handling Locker Service in the same manner- extending the term of the service or prorating the refund on a case by case basis. How are you all handlig members that are requesting to pick up their items?
Almost all public schools in Georgia have to send every decision through the University System of Georgia. Therefore, our communications team on campus wants to see and approve everything before we can move forward
We use fusion and I'm just not processing the charges today (I usually do it the 3rd of every month). Fusion stated that if I charge them for May, it will not back charge for April.
UT-Austin uses authorize.net with our in-house IT staff facilitating
for memberships sold in person, how are you refunding them? We typically can only refund something sold in person by refunding it in person as well...
SIUE refunds via check through the university
Boise State: Paused payroll deductions and have a google form that allows patrons to choose either an extension of service or prorated refund. This is something that is posted on our website as well as those that reach out individually.
UGA paused payroll and recurring charges to minimize cancels. Students received a pro-rated refund of their $15 per semester Rec Fee. If someone wanted a refund for March, they had to request it by today. We had to refund most of or programming charges.
We are able to process all refunds in Fusion, for both online and in person payments without needing the payment card present
Yes, we paused payroll deduction for faculty and staff as well.
We have reached out to people who made purchase in person and let them know we can't refund until the campus reopens.
@ Greg Durham we use CSI to freeze members; however, instead of just freezing all members straight up we are refraining from billing everyone until we re-open (so in other words everyone is essentially frozen unless they want to complete a form to freeze longer than our anticipated date to open)...hope that helps!
We specifically sent those patrons an email that said here's the amount you will be refunded, we will contact you when campus reopens and we can process these
We did push everyone's repetitves until May
we are doing the same. we are only pro-rating refund for the month of march. for the remaining months, we are not charging memberships. put a pause on payroll deduction as well.
At UGA, we are also offering a free month membership to staff when we reopen. Our hope is that this will minimize staff cancelations once we reopen.
For credit card refunds, I've bene approved by campus to use a credit card machine from home. For approved refunds, I provide the member a view of my calendar to find a date/time to process the refund. This has saved us from waiting until we open to process refunds.
If anyone else uses CSI/daxko we used their mass credit function so that we could still run billing but it wouldn't charge anyone (since you can't skip a billing).
00:49:10Jake de la Torre
We have paused all of our memberships until further notice. We do not receive any student fees and we are purely revenue based. We are going to be prorating our paying members the days that were unused due to the closure of our facility (March 16th-March 31st) and will apply to their memberships once we reopen.
Is anyone else planning for reopen, what specials/deals will you offer? I saw UGA said they are offering 1 month free to staff when they reopen
Definitely recommend credits on accounts over refunding! Way easier! (Especially on Fusion)
& you keep your members rather than cancelling!
UF has also worked with Fusion to extend all memberships. The amount of time we are closed being uncertain, we made our best judgement and will extend this further if needed
We are allowed to do credit card refunds if we remote in and if their credit card is on file. We have daxko/csi so people can login to their online membership portal and add their credit card. then we can remote in and process refund.
At UGA, we are able to refund charges paid online. All in-person payments are having to be refunded via a check request.
We're allowed to do all payment type of stuff from home as long as we are remote logged into our account at the university.
if anyone has freedom pay or touchnet for credit card payments, we found a way to process those from home as well! I actually haven't needed equipment at all to process. We are able to process with just a laptop and access to credit card online software. It's been awesome!
At UMSL, we cannot do online refunds due to our PCI compliance that limits us to in person refunds only
We use touchnet as well
PCI Compliance has been a huge issue for us as well
We use TouchNet too
UW Seattle - we stopped all deductions for payroll deduction members and will restart deductions once we reopen. We will extend the annual membership end dates the number of days our facility we are closed. We are unable to do any refunds remotely at this time. Our Winter Quarter memberships were almost expired when our facility closed on March 16th.
We also use Fusion and can send out membership information to our members.
At my old facility we used MaxGalaxy. So sorry you had to go through that.
Does anyone else have to get a vendor authorization form for every check if the person isn't in the system?
How are you all handling short term passes? We offer 30 day guest passes, 2 week, etc. and are planning to extend once reopened.
@Kristi - sorry you have to do that - that is major work!
@Kristi at UMSL we have to have everyone fill out a W9 in order to send in the check process
Ben we are also just extending for any pass 30 days or less.
Academic year group fitness passes for students have been the main things that we have had to refund at Miami University in Ohio
UT-Austin has not decided yet to extend into summer. Summer classes are on-line. UT-Austin campus is not refunding tuition for spring since they are on-line.
UT-Austin created a page dedicated to this time period. All information is updated as things change
CT Erickson- University of Arkansas. We have sent emails, utilize social media as much as possible, and send push alerts through our app
UW Seattle - our Fitness and Mindfulness Managers are offering Virtual Programming which was sent in email communication this week. We have also utilized social media to promote our virtual programming.
My GA and I have been managing our general email account. I have our main phone line set with an auto response directing members to email that account. And we have prepared templates for the bulk of questions but then address specific detail when needed
We created a FAQ page on our website and automatic email reply that sends patrons to our FAQ page - Emory University
Nick Lampert - CU- Boulder: Rec Center Monthly News letter (just went out), email with auto-response, I manage the guest services email account and reply in a timely fashion to patron's questions.
We rely on that revenue to even function.
Most definitely rethinking things - in terms of membership processes…when members can join and terms (semesterly, annual, open enrollments for a certain period for monthly drafts). It’s great supplemental income for us being open to all.
Santa Clara U- We never had general community memberships before. We're now looking to add an early bird (6am-9am) general community package to make up for lost revenue when we reopen.
UNCG- All members must have affiliation to the university to have a membership (any member can sponsor one additional person for a membership) so will not be able to offer community memberships, even after something like this.
01:04:06Jake de la Torre
At DU we are going to be adjusting our membership options and have a volume membership push. It will be a reduction in membership pricing but the biggest thing we are focusing on is how to differentiate and be more innovative then surround clubs, fitness centers, gyms and studios.
We do community memberships by the semester
faculty and staff can join at any time but there is no prorate
I am hoping to create proposals for our Board of Directors to adjust pricing, as well as creating a Rewards program. Unfortunately, we are unable to allow monthly payments outside of payroll deductions since our accountant doesn't approve of EFTs and the university did not approve an integration for FreedomPay
UT-Austin sells calendar month so we prorate daily when they want to join. We are cashless and credit cards are the only payment option via the online system. We did this effective Aug 21, 2019. NO deposits reconciliations etc for us
I’m curious to learn who has a rewards program for faculty/staff, would like to have a side call in the near future to discuss…thanks
Emory sells monthly and annual memberships - monthly memberships expire one month from date of purchase and annual memberships expire one year from date of purchase.
curious about reward programs as well!
Ron and Nina at MVCC FitRec in Palos, IL we use Perkville
Can we set up another call like this to talk about incentives to increase income once we do open
How much does Perkville cost?
Nina what's your email and I will follow up with you on that
would love to do that!
Does Perkville work with Fusion now? Last time I heard about it, it did not
If any Fusion users need help figuring out how to extend memberships, let me know! It's not too hard and I think is going to be really helpful in the future
^Curious about that, too, @Priscilla
Does anyone plan to use the Promo code feature of Fusion to provide discounts on future memberships?
Nina - mind hopping on and explaining how you worked with Fusion Tod o this?
As we look at returning does anyone has concerns about having enough staff to open our facilities? What are other universities doing to keep their MS staff engaged or keep getting them a paycheck?
Nina I’m curious too!
UNCG- we are still paying our staff for their normal hours (per our university)
I'll try to hop in and speak about Fusion and memberships! If you want to chat offline email@example.com
Very concerned regarding enough staff, as many areas had graduating seniors, and currently cannot fully onboard staff because of the I9 process
@Elizabeth Keith that's a good idea to spin it that way
Scott, that is a concern of ours. We are looking into students with federal work study and as of now are able to have our lead students telework, but otherwise we are unable to offer pay.
Ben - promos have come up in conversation but we have not tackled this idea or plan yet as we just got the approval on refunds and will focus on that. Promotion talk was around lockers in a meeting, not memberships (yet)
We just did all our hiring on sparklier (spring hire) and extended offers. It was great!
Every week, students are getting 5-8 hours of “online work” they can complete and be paid for
Reaching out to our student staff on a daily basis! We hope to have enough (crossing fingers!)!
Nick - I'm thinking promo would be great for our lockers as well
I'm about to use Spark Hire to do our student staff interviews!
Victoria- it went SO GREAT
SIUE is paying our students through May 1 so far
We are paying ours if they complete the optional online work
UNG is. We are doing trainings through Microsoft Teams.
We are paying students until May 31st as of right now
01:15:15Julie Faulkner - Minnesota
MN is paying students for the remainder of the semester
U of I is offering pay continuation to ALL student employees on campus, which I'm hoping helps with keeping staff. We did a "meet up" this week via Zoom to just check in. Will start remote work for those interested soon. Also starting to brainstorm professional development via Zoom and ideas they can do individually.
Yes to paying - an average of hours worked for certain time periods.
Xavier University, Cincinnati, OH, is paying their student staff until end of April based on the schedule they would have worked.
CU cannot pay non FWS staff
We are doing virtual interviews through Zoom during this time (and students are helping facilitate which gets them paid hours) - we just won't be able to extend offers until we get the green light. But still pushing forward in the process so we can hit the ground running when we get the green light.
UNLV has been approved to pay their student staff through at least April 30th and they've all been tasked with working on remote projects. These projects are heavily focused on creating social media content so that we can keep our patrons engaged and keep providing them with a (virtual) service
we are paying students for online learning opportunities right now
01:15:55Jake de la Torre
We are trying to keep our Work Studies as engaged as possible and provide projects as they come up.
Loyola University Chicago is allowing students to claim their sick time pay but that is it. And most have not earned more than an hour of two of sick time
Texas Southern Univ. Campus Rec- All student staff are working and paid until the end of the semester May 1st last day. All Rec staff are working remotely using Basecamp.
We have about 1/4 of our staff chose to continue working the remainder of the spring in a virtual capacity. We have divided them into 3 different work teams to tackle a number of different projects.
Al from Oregon - We just created a ramp up plan for reopening. Staff isn't the biggest issue at this point to reopen in June/July, its the potential lack of custodial supplies/PPE to be able to run facility.
UT - Rio Grande Valley: Starting next week students will each get 5hours of remote work (student development videos + short questionnaire to submit after watching videos)
UW laid off all 250 student/temp staff and our campus is virtual through the end of the academic year so a lot of students have left the area. Not sure what reopening looks like
University of Richmond did a one-time payment to all student employees based on average hours worked for the 1st 4 pay periods of the semester. They have approved a few exceptions to continue remote work.
WVU Program Assistants can work remotely on various administrative tasks. We can pay staff for virtual trainings as well.
To comply with HR audit processes, we are using a Connect2 form as a "virtual timeclock"
We are engaging through our CREC Connect committee on zoom. Staff and GAs are calling employees to do wellness checks
The University approved us to pay our staff for 12hr for the last pay period but no idea moving forward what we will be able to do. We've gotten approval to let our manager level students work remotely but not our entry level staff as of now.
UC Davis---students can accrue a maximum of 128 hours of paid leave based off the average from previous pay periods from Jan-Mar 8. Once their hours have depleated, thery'e out of hours until remote work comes in
Is anyone else on a hiring freeze for student positions as well?
Hiring freeze at UNCG
Finding/creating things (safety risk review, leadership, student development) for students to complete from home, and paying them 10hours a week as long as they send us proof of completion.
Oklahoma is on a full hiring freeze. Students and full time
Yes and we cannot pay them either @Christine
UW Seattle is on a student / full time staff hiring freeze.
yes hiring freeze for students at WSU
UT Arlington is paying student for remote work or training
Currently moving forward with promotions via zoom, but have not opened entry level hiring, and have frozen professional hiring for the time being - TAMUC
CU Boulder paying staff until May 2. Keep moral high. Now that things have been more able to digest on a pro staff end. I have been able to reach out and created a GS Activity Book for personal and professional development (high5, resume building, a talent show, Google Hangouts). Keep them engaged
Dane at Western Washington University. We are not paying students right now, and freezing any hiring until our building opens again. Work study students however ARE able to work right now.
Paying students for an average of what they would have worked through May 11, no online or remote work necessary. Currently on hiring freeze so very concerned about adequate staffing when the facility reopens!
We are still moving forward with an "End of Year Banquet" to help round out the year and celebrate the staff's hard work as well as our graduating seniors. :)
Yes time 1000
01:19:44Jake de la Torre
AGREED! They always forget about membership!!!
I completely agree - we couldn’t do it without our Member Services!!!
Using roundtables as credit hours for staff!!!!! MORE MemberService Roundtables
Yes! Keep on that soapbox!!
an idea I've done for engaging student staff-each day I personally text 5 student staff members to check in on how online classes are going, letting them know their job is here when they are able to return and really just show we value them. I've got some great convos sparked from that. The personal reach out seems to be going well!
Thank you guys so much!!!!
We've done some weekly "town hall" Zooms for staff to jump on and check in. Optional and just nice to see everyone!
I'm sure it has been done but I would love to chat about software systems people use and the pros/cons on membership things each have.
Thank you this was great!
This was awesome Thanks!
engaging with your members during this time!
Thank you all!
THANK YOU ALL
Thank you everyone!
thank you all for your input and hardwork! Keep on keeping on!
Thanks, everyone!!! Take care <3
This was HEAVEN SENT!
If any other membership offices use Fusion, I would love to have a meeting to bounce questions off one another!
Thanks! Stay Safe!
This was so great. Stay safe and well.
UNCG- we use Fusion and print our own cards- firstname.lastname@example.org if anyone has questions!