Embedded Files
Overview
Overview
Steps 1-6 must be completed in sequence immediately to cancel classes & notify families.
Within 5 days or before the Direct Debit, issue house credit.
Quick Link: EAP Fecal Deposit (diarrhea) in Pool
Need help?
Need help?
If closure is due to a loose fecal, follow the contacts in that protocol. Otherwise, follow the list below. Call the first person and go down the list until you reach one person who can help.
Your General Manager
Director of Operations - Pat Sunderhaus
A Site Supervisors from your location
A GM from another location
Customer Support Manager - Jessie Fivecoat
Exec Team Member
Cancellation of Classes/Camps
Cancellation of Classes/Camps
Step 1
Step 1
Notify General Manager
The Site must alert the GM BEFORE canceling classes.
The GM will contact Pat Sunderhaus for assistance finding coverage and/or approval to start the cancellation process.
If the GM cannot be reached, the Site will continue through the contact list until someone is reached.
Step 2
Step 2
Notify Effected Staff
Alert staff member for the shift about cancellation.
Step 3
Step 3
Notify Support Team
Please email Support@hubbardswim.com
Subject: Pool Closure - day, date, times
Body: Provide additional details, such as specific instructors, specific lanes, the entire facility, fecal, pool chemistry, etc.
If you need to provide more information, please call 4 for the Support call queue.
Why? This will help the Support Team provide the best customer service to families contacting us for more information.Step 4
Step 4
Filter to Classes
Use the filters to narrow down the classes you will cancel.
From the Classes Page
Enrollment Date
Lesson Day
Start Times
Others you may use: Instructor(s), Zone
If Camps/Summer Six Pack need to be canceled, it needs to be processed session-by-session. iCP Support: Canceling from the Camps page.
Step 5
Step 5
Cancellation
Select all classes once your filters are in place.
Cancel Selected Classes 🚫 from the bottom toolbar
Select the date lessons will be canceled
Verify the start & end date
Comment: Copy the reason from the category and reason list to the right
Select Email
Select SMS/Text Message
This shows the exact closure time with no additional information. The second text we send will direct them to their email for details.
Process
Yes. Delete Makeups or Punch Pass
MUT will be returned to the account automatically.
Comment: Category and Reason List
The Category is in BOLD.
Copy the reason (in italics) for closure from the list below and paste it into the comment section to explain why classes are canceled.
AIR QUALITY
Due to equipment issues, the air quality on our pool deck is below standard. To ensure everyone's safety, lessons are canceled until the issue is resolved.
FECAL
A diarrhea-related fecal incident occurred in the pool. To ensure everyone's safety, lessons are canceled until the water quality meets our high standards.
POOL CHEMISTRY
Our water quality is below standard due to issues with the pump room equipment. To ensure everyone's safety, lessons are canceled until the water quality meets our high standards.
PUMP ROOM MALFUNCTION
An equipment malfunction in the Pool Pump Room has caused us to cancel lessons. To ensure everyone's safety, lessons are canceled until the water quality meets our high standards.
SUB UNAVAILABLE
Unfortunately, we couldn't find a substitute for a last-minute instructor absence.
Step 6
Step 6
Enrollment Page: Text Notification
Keep same selection & send a text from then icon found at the bottom toolbar.
Send:
A copy to all phone numbers
Active
Makeup
Single Day
Message: URGENT: An email with details about your canceled class has been sent. Please review it when you can—no action is needed.
Send
Issue swim credit within 5 days of closure.
Makeup Tokens are automatically returned when the class is cancelled.
Please take your time and read carefully to ensure MUT is removed correctly and credits are issued properly.
Within 5 Days Issue Swim Credit
Within 5 Days Issue Swim Credit
Best Practice: If it is the end of the month we want to make sure credit is issued prior to the direct debit.
Enrollment Page
Filter for classes canceled
Enrollment Type: Active & Single Day
Work down the list to add the appropriate House Credit for the closure. Use the Ledger icon to issue it or the Family icon if more research is needed.
Determining Credit Amount
Determining Credit Amount
Baby Splash
No credit - we will see them next week!
Scholarships, Overrides & Employee Discount
No credit
Create Makeup Token - MUT Comment: Closure mm/dd - Scholarship Rate
Regular Tuition Rate
Issue Credit
What is the swimmer's tuition rate?
Is there a sibling discount to consider?
Issuing House Credit
Issuing House Credit
Ledger > Payment > Per Student
Payment Type: 9. House
Amount: Correct Rate
Reference/Check #:
This format is required for reporting purposes: Pool Closure MM/DD - Category for closure
i: Pool Closure mm/dd *It is important this is first when pulling reports
ii: Category for closure
Air quality
Fecal
Pool Chemisty
Pump Room Malfunction
Sub Unavailable
iii: If multiple swimmers are on the account, include the swimmer's first name
Process Payment
Finish Why? No need to send email or print
Reminder MUT have automatically been issued back when the class was cancelled. There's no further action needed!
The More You Know
The More You Know
This is what the notifications look like to parents.
Report abuse