Manual v9.0 190711 Village Special Featuress3.amazonaws.com/...Village_Special_Features...Village Special Features Manual Version 9.0 – July 11, 2019 ClubExpress was developed and

Copyright 2004-2019 – Gembrook Systems – All Rights Reserved Page 1

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Village Special Features ManualVersion 9.0 – July 11, 2019

ClubExpress was developed and is maintained by:Gembrook Systems, LLC

1051 Perimeter Drive, Suite 350Schaumburg, IL 60173Phone: (847) 255-0210

Fax: (847) 221-8046Email: [email protected]

Important Copyright Notice

This user manual is © Copyright, 2004-2019, Gembrook Systems, LLC – All Rights Reserved.

This user manual is intended for use by club and association members that are currently signed up to use theClubExpress service, to help them maximize their use of and benefit from the ClubExpress platform. It is alsointended for use by club and association officers who are evaluating the platform as a potential solution for theirmembership, web site and communications needs.

Any other use is a violation of Gembrook Systems copyright. No part of this work may be stored, reproduced ortransmitted, in whole or in part, in any form or by any means, electronic or mechanical, including photocopying,recording or by any information storage or retrieval system, except for the intended use described above.

Specifically, this user manual may not be used as part of an effort to disassemble, deconstruct or reverse-engineerthe ClubExpress platform for any purpose, including but not limited to, creating a competing product. Any such usewill be vigorously prosecuted to the fullest extent of the law.

If you have downloaded or received copies of this user manual for the intended use described above, and yourorganization stops using the ClubExpress platform or decides not to sign up for ClubExpress, you agree that you willmake reasonable efforts to delete or destroy these copies.

ClubExpress Village Special Features Manual – Version 9.0


TABLE OF CONTENTS

Chapter 1 – Introduction.......................................................................................5Chapter 2 – Contact Log......................................................................................7Chapter 3 – Member Services............................................................................15Chapter 4 – Hub-and-Spoke Functionality .........................................................84Chapter 5 – Member Additional Contacts...........................................................89Chapter 6 – Find a Village Contractor ................................................................92Chapter 7 – Volunteer Self Signup – $...............................................................94Chapter 8 – Become a Service Provider ..........................................................106Chapter 9 – Customizing Service Emails .........................................................109



TABLE OF FIGURES

Figure 2.1 – Member Manager............................................................................ 7Figure 2.2 – Member Contact Log....................................................................... 8Figure 2.3 – Add Contact .................................................................................... 9Figure 2.4 – Contact Log after creating the new entry above .............................10Figure 2.5 – Open Log Entries ...........................................................................11Figure 2.6 – Contact Categories ........................................................................12Figure 2.7 – Responsible Staffers ......................................................................13Figure 2.8 – Contact Log Export ........................................................................14Figure 3.1 – Control Panel – Services................................................................15Figure 3.2 – Admin Functions Panel ..................................................................15Figure 3.3 – Reports Panel ................................................................................17Figure 3.4 – Setup Panel ...................................................................................17Figure 3.5 – Service Categories.........................................................................19Figure 3.6 – Add/Edit Service Category .............................................................20Figure 3.7 – Services .........................................................................................21Figure 3.8 – Add/Edit Service ............................................................................22Figure 3.9 – Service Providers ...........................................................................23Figure 3.10 – Contact Info..................................................................................24Figure 3.11 – Add New Contractor.....................................................................25Figure 3.12 – Add Member Volunteer ................................................................26Figure 3.13 – Services provided by a Service Provider ......................................28Figure 3.14 – Service Provider History...............................................................29Figure 3.15 – Service Provider Availability .........................................................30Figure 3.16 – Service Provider Vettings .............................................................32Figure 3.17 – Add Service Provider Vetting........................................................33Figure 3.18 – Dates Not Available......................................................................34Figure 3.19 – Standard Destinations..................................................................35Figure 3.20 – Add/Edit Standard Destination .....................................................36Figure 3.21 – Responsible Staffers ....................................................................37Figure 3.22 – Custom Fields ..............................................................................38Figure 3.23 – Custom Fields in Use ...................................................................38Figure 3.24 – Email Reminders..........................................................................39Figure 3.25 – Editing a Reminder Email.............................................................39Figure 3.26 – Cancellation Reasons ..................................................................40Figure 3.27 – Vetting Types ...............................................................................41Figure 3.28 – Add/Edit Vetting Type ..................................................................41Figure 3.29a – Service Options – top part ..........................................................42Figure 3.29b – Service Options – bottom part ....................................................44Figure 3.30a – Member Services .......................................................................46Figure 3.30b – Member Services without a date ................................................47Figure 3.31a – Transportation Request – top part ..............................................51Figure 3.32 – Select a Standard Destination ......................................................53Figure 3.31b – Transportation Request – bottom part ........................................54Figure 3.33 – Selecting a Service Provider ........................................................55Figure 3.34 – Quick Add One Provider...............................................................57Figure 3.35 – Selected Service Providers ..........................................................58Figure 3.36 – Member’s Home Request.............................................................63



Figure 3.37 – Contractor Referral.......................................................................64Figure 3.38 – Service Options related to Office Time .........................................65Figure 3.39 – Add Office Time Request .............................................................66Figure 3.40 – Complete Service Request...........................................................68Figure 3.41 – Complete Service Request with Selected Provider.......................69Figure 3.42 – Copy Service Request – Individual Copies...................................70Figure 3.43a – Copy a service request on a daily frequency ..............................71Figure 3.43b – Copy a service request on a weekly frequency...........................72Figure 3.43c – Copy a service request on a monthly frequency .........................73Figure 3.43d – Copy a service request on a yearly frequency............................73Figure 3.44 – Open Provider Requests ..............................................................74Figure 3.45 – Requests Without a Date .............................................................76Figure 3.46 – To-Do List ....................................................................................77Figure 3.47 – Service Request Exports..............................................................79Figure 3.48 – Profile – Service Request History.................................................80Figure 3.49 – Add Rating/Comments .................................................................80Figure 3.50 – Add Service Request by member.................................................81Figure 3.51 – Specifying the Actual Date/Time ..................................................81Figure 3.52 – Emailing Distribution list ...............................................................82Figure 4.1 – Enable Hub-and-Spoke Functionality .............................................84Figure 4.2 – Configure options...........................................................................85Figure 4.3 – Metro Areas ...................................................................................85Figure 4.4 – Add/Edit Metro Area.......................................................................85Figure 4.5 – Assigning a Member or Non-Member to a Metro Area ...................86Figure 4.6 – Add/Edit Service Request ..............................................................87Figure 4.7 – Filter Service Providers by Metro Area ...........................................87Figure 4.8 – Link Service Provider to request.....................................................88Figure 4.9 – Filtering service requests by Metro Area ........................................88Figure 5.1 – Additional Contacts for a member ..................................................89Figure 5.2 – Add Additional Contact...................................................................90Figure 5.3 – Emergency Contact Information .....................................................91Figure 6.1 – Find a Village Contractor................................................................92Figure 6.2 – Find a Village Contractor - Results.................................................93Figure 7.1 – Volunteer Self-Signup screen.........................................................95Figure 7.2 – Volunteer Availability......................................................................96Figure 7.3 – Dates Not Available........................................................................97Figure 7.4 – Volunteer Service Request Detail...................................................98Figure 7.5 – Search for Service Requests..........................................................99Figure 7.6 – Volunteer Service Request Detail.................................................100Figure 7.7 – Volunteer Self Signup option........................................................101Figure 7.8 – Volunteer Self Signup option........................................................102Figure 7.9 – Volunteer Self Signup Button Bar.................................................103Figure 7.10 – Message of the Day ...................................................................104Figure 7.11 – Select a Volunteer for this Service Request ...............................104Figure 8.1 – Become a Service Provider – Options..........................................106Figure 8.2 – Become a Service Provider – Basic Info ......................................107Figure 8.3 – Become a Service Provider – Services ........................................108



Chapter 1 – Introduction

Welcome to ClubExpress, the most powerful tool on the Internet for managingAging-In-Place villages.

ClubExpress was designed to allow membership based organizations to movetheir administration entirely online. ClubExpress handles your organization’smembership database, signups and renewals, committees, documents,discussions, event calendar and registration and financial management using theInternet.

Every organization that signs up for ClubExpress gets its own web site withcontent to promote the organization and its activities to visitors and potentialmembers. Members log in to see members-only content, including a completemembership directory and profile. Other functions such as discussion forums arealso reserved for members-only. When administrators log in, they have access toadditional functions for managing the organization, including financial tracking,web site configuration, event management and other tasks.

For Aging-In-Place villages that are members of the Village-to-Village Network,ClubExpress includes the following special features:

A Contact Log function to track every contact with members and non-members, whether by visit, phone, email, fax, letter or other. Contacts canbe assigned a category, priority, status and responsible staff person, andcan be managed screen or in reports. (Chapter 2)

A Services function to track the services provided to members. Servicesare organized into categories and each service is provided throughservice providers who can be contractors, member volunteers or non-member volunteers. Services are also assigned a status and followupdate, and the system includes a convenient scheduler screen, Daily ToDolist and multiple reports and data exports to track services. (Chapter 3)

An Additional Contacts feature to track the additional contacts formembers, including family, doctors, attorneys, care givers and others.(Chapter 4)

Support for Hub-and-Spoke villages, including the ability to link membersand service providers to a specific “spoke” (town, village, neighborhood,etc.) and to filter available service providers to those in the same generalarea as the member.

An optional screen to allow members to find their own vetted contractorsfor information referral services. (Chapter 6)

An optional wizard to allow non-member volunteers and contractors toregister with the village. They are added to the database as Not Vetted



and an email is sent to a designated coordinator. Once you vet them, theycan start working with members. (Chapter 8)

An optional module to all non-member volunteers to self-signup forvolunteering opportunities. You can control which service categories andwhich service requests are displayed on this screen. Note that anadditional one-time fee applies to this module. (Chapter 7)

Over time, other features will be added, in response to feedback received frommembers of the Village-to-Village Network.

THIS MANUAL

This manual documents only the village-specific features in ClubExpress. Itshould be read in conjunction with the primary Administrator and User Manuals,which can be separately downloaded from your website.



Chapter 2 – Contact Log

INTRODUCTION

This chapter describes the Contact Log function, which allows villageadministrators to manage every contact with members and non-members.

To access the Contact Log for members, go to Control Panel – MemberManager.

To access the Contact Log for non-members, go to Control Panel – Non-Member Database.

MEMBER CONTACT LOG

When you search for a member in the Member Manager, you will see a screensimilar to the following:

Figure 2.1 – Member Manager

Beside each member in the Maintain column, one of the options is Log. It allowsyou to view and maintain log entries for each member. When you select thisoption, you will see a screen similar to the following:



Figure 2.2 – Member Contact Log

Use the Search options at the top to filter the list by Open Contacts Only, ClosedContacts Only or All Contacts. You can also control the sort order from amongfour options. Click the Search button to refresh the list.

For each contact, the screen shows the date, subject, responsible staffer, contacttype, category, status, and priority. Responsible staffers and categories can beconfigured for each village (see below for more information.) The system willshow 30 contacts on each page; if a member has more than 30 contacts, thenavigation buttons allow you to move from page to page.

Click the Edit (pencil) icon to modify an existing contact. Click the Delete (trashbin) icon to remove a contact entry.

Click the Exports button to export a CSV list of closed contacts within a specificdate range for this member.



Add Contact Log Entry

Click the Add Contact button to add a contact entry. You will see the followingscreen:

Figure 2.3 – Add Contact

Because you created this contact from a member’s Profile, the member name isalready filled in. The following additional fields are available:

Initial contact log date (required).

Followup date. When you enter a date here, the system will create anopen followup entry in the contact log. It is coded as “CL F/U” to indicatethat it came from the Contact Log (versus a service request followup,which is coded as “SR F/U” to indicate that it came from the ServiceRequest function.) If you leave it blank a followup entry is not created.

Contact Type (required). Select an option from the drop-down list. Allbasic contact types should be available but let ClubExpress know if youneed an additional type added.

Contact Category (required), Used for reports. The system includes anumber of built-in categories but you can add your own categories (seebelow for more information.)



Subject (required) and Description. Click the Spellcheck button to checkyour spelling in the Description field.

Status – either Open or Closed.

Priority – Urgent, High, Medium or Low.

Responsible Staffer. Use this option to track who is responsible forhandling this issue or for following up with the member.

Click Save to save the new contact log entry and return to the main listing, orCancel to return without saving. When you click save using the above example,two contact log entries are created, one for the initial log entry, which is flaggedbased on the Status; and another for the followup entry (flagged as “CL F/U” for“Contact Log Follow Up”) which is always Open.

Figure 2.4 – Contact Log after creating the new entry above

When you click the Edit icon, the same screen is shown, with the additionalinformation of when the contact was last edited.

Click Return to Previous Page to return to the Member Manager.



OPEN CONTACT LOG ENTRIES

The Member Manager also has an Open Log Entries button. Clicking this buttondisplays a similar grid screen showing all open contact log entries, together withsome additional functions. You will see a screen similar to the following:

Figure 2.5 – Open Log Entries

The search panel has some additional options to help narrow the list, butotherwise it behaves the same way as the search panel for an individualmember. The grid has the same columns with an addition in column 1: themember for whom the contact log entry was created.

Note that only open contact log entries are shown. In the above example, forGeorge Smith and “Snow removal”, the original log entry is not shown because ithas been closed; only the open followup entry is shown.

If you click the Edit link for a “CL F/U” entry, the Contact Log Add/Edit screen isdisplayed.

If you click the Edit link for a “SR F/U” entry, the Service Request Add/Editscreen is displayed. You will most often use this option after the service date toget ratings and comments from the member and service provider(s).



Contact Categories

Click Contact Categories to modify your contact categories. You will see a listsimilar to the following:

Figure 2.6 – Contact Categories

The system includes a number of built-in categories that cannot be changed. Youcan also add your own categories by clicking the Add Contact Category button.It will display a simple popup to enter and save a new category. These categoriescan be edited and deleted if they have not been used.



Responsible Staffers

Click Responsible Staffers to define the list of members (usually staff peopleand volunteers) who are responsible for following up on open log entries. (In theClubExpress model, everyone who works at a village and who needs some levelof admin access to member data must be in the membership database, perhapswith a special member type—for example, “Staff”.) You will see a list similar tothe following:

Figure 2.7 – Responsible Staffers

Click the Add Responsible Staffer button to display the standard ClubExpressmember selector. You only need to enter the first few letters of the last name andpress [Enter] to see a list of matching members. Select one and click Select toadd that staff member, or click Cancel to close without making a selection.

Responsible staffers are also used when creating and managing servicerequests, office time requests, and service provider vettings. This same screen isavailable in the Service Requests function.

Add Contact Log Entry

Click the Add Contact Log Entry button to add a new contact log entry.Because you displayed this dialog from the Open Log Entries screen, themember name is not pre-filled and you need to select it. Click Select Member todisplay the same member selector described above.

Otherwise, this dialog behaves the same way as already described.

Reports

Select this option to display a standard ClubExpress Report wizard. The systemlists a number of reports on open log entries. Select a report and click Next.Then select a report title and output format and click Run Report to display yourreport.



Exports

Click this button to export Closed Contact Log Entries within a specified daterange. You will see the following screen:

Figure 2.8 – Contact Log Export

One export is currently available. Specify the date range and click Export togenerate a CSV file in your browser’s download folder. Click Cancel to close thisdialog without exporting.

NON-MEMBER CONTACT LOG

To view contact log entries for non-members, go to Control Panel – Non-Member Database. Use the Search options to limit which non-members areshown, or just click the Search button to display the whole list.

To display the Contact Log screen for a non-member, click the Maintain link andselect Log from the popup menu (it’s near the bottom.) The resulting screen isidentical to the Log screen for a member.

Open Contact Log Entries

The non-member database screen also has an Open Log Entries button.Clicking it displays the same screen described above for members but this timeshowing open log entries for non-members. All other buttons and functions arethe same.



Chapter 3 – Member Services

INTRODUCTION

A fundamental purpose of aging-in-place villages is to help seniors liveindependently in their homes by providing them with services, includingtransportation, financial advice, computer help, referrals to trusted contractors,and other types of support. For villages, ClubExpress includes a powerfulMember Services function that allows you to track services by category, theproviders and the services that they provide, service requests and followupactions.

Options specific to “Hub-and-Spoke” villages are discussed in Chapter 4.

CONTROL PANEL – SERVICES

To access the Member Services function, go to the Control Panel. You will see aspecial tab that only appears for Aging-In-Place Villages:

Figure 3.1 – Control Panel – Services

Clicking the Services tab displays a standard Control Panel with the same layoutand icons as most of the other tabs. The following functions are available oneach panel:

Admin Functions Panel

Figure 3.2 – Admin Functions Panel



Admin Functions PanelMember Services View and edit current service requests and

create new ones. Mark existing servicerequests as complete and collect mileageand duration information. Copy servicerequests.

Volunteer Self Signup This option is only available if your villagehas paid the one-time fee to activate it. Itallows volunteers to login to the website andpick their own service requests to handle.See Chapter 7 for more information.

Open Provider Requests Quickly view all open service requests.

Requests Without a Date Quickly view all service requests for which adate has not yet been assigned.

To-Do List Displays a special To-Do List screen,showing open Contact Log & ServiceRequest entries.

Data Exports Export many different kinds of data to CSVformat.

Be a Volunteer/Contractor This module can be placed on the public sideof your website. It allows non-membervolunteers and contractors to register toprovide services to village members.Described in Chapter 8.

Find a Village Contractor Some villages allow members to look upcontractors on their own, from among the listof vetted contractors in each service. Thismodule handles this need. Described inChapter 6.



Reports Panel

Figure 3.3 – Reports Panel

Reports PanelService Requests Reports that track service requests.

Service Providers Reports that track service providers.

Requesting Members Reports grouped and sorted by memberswho make service requests.

Volunteer Providers Reports based around volunteers.

Setup Panel

Figure 3.4 – Setup Panel



Setup PanelService Categories Define the categories into which each service

will be grouped.

Services Allows you to define the individual servicesoffered by your village to its members.

Service Providers This option allows you to maintain yourmaster list of service providers, includingmember and non-member volunteers, andapproved contractors. You can also maintaintheir vettings, history, availability, and theservices that they individually provide.

Standard Destinations Define a list of standard or commondestinations that members often need totravel to. This option simplifies the process ofcreating transportation service requests.

Metro Areas This option is only visible for “Hub-and-Spoke” villages. It is discussed in Chapter 4.

Responsible Staffers Maintain the list of responsible staff membersfor each service and for followups.

Custom Fields Define up to 3 custom fields of information tocapture when a service request is created.

Email Reminders Customize the reminder emails sent tomembers and service providers.

Cancellation Reasons Allows you to specify your own reasons forwhy a service request was cancelled.

Vetting Types Customize vetting types used by your village.

Service Options Allows you to update various options thatcontrol the behavior of this special function.

Since it’s important and necessary to configure the village services featuresbefore you can create and manage service requests, we’re going to start with theoptions in the Setup panel.

Specifying Function Coordinators

For all village functions on the Control Panel, click the Coordinators icon tocreate a coordinator for just that function. This person would not have coordinatorrights to any other functions.



SERVICE CATEGORIES

Some villages have more than 100 different kinds of services that they offer tomembers. These can be organized into a smaller number of categories to makethem easier to find and manage.

Select Configure – Service Categories to update the general categories intowhich your services are organized. You will see a screen similar to the following:

Figure 3.5 – Service Categories

You can define any categories you want and each can be color coded for theMember Services display. Click Add Service Category to create a newcategory. You will see the following dialog screen:



Figure 3.6 – Add/Edit Service Category

Enter a category name. You must also select the most appropriate grouping fromthe standard list.

The Visible flag should initially be checked. However, it can be unchecked in thefuture if you need to stop offering a particular category of service.

Check the Transportation Request box if this category will be for transportation-related services. This setting controls which services are displayed fortransportation requests and which for non-transportation requests.

If the “Find a Contractor” module is enabled (see Chapter 6), check this box toinclude service requests from this category in the module. This option is typicallyonly checked for service requests being filled by contractors (where a feeapplies.)

You can also select a text color and background color for each category. Clickingone of the color options displays a color picker with multiple options for selectinga color. Use the “Web Palette” option to pick a color that can safely be renderedon all types of computers and browsers.

Click Save to save your changes and return to the Service Categories screen, orCancel to return without saving.

On the main grid, click the Edit icon to update a service category. A Delete iconwill be shown if no services are linked to the category; click it to delete thecategory. You will be prompted to confirm this action.



SERVICES

Select Services to update the services provided by your village. You will see ascreen similar to the following:

Figure 3.7 – Services

Click the Filter button to display all services, or select a category before clickingthe button to display just services in that category.

The grid shows services, the category into which each service is organized, andwhether that service is currently visible. As with categories, use the Visible flag toturn services off which are no longer being offered, or which are seasonal.

If the Volunteer Self Signup function is enabled (see chapter 7), this screen willalso show which services have been enabled for self-signup.



Click the Add Service button to create a new service. You will see the followingdialog:

Figure 3.8 – Add/Edit Service

Specify the service name, category and whether it should be visible (available tobe selected.)

If the Volunteer Self-Signup function is enabled, check whether this serviceshould be visible to every volunteer, or only to volunteers who have explicitlychecked this service, or not shown at all. Only eligible service requests willappear on the Volunteer Self-Signup list.

Click Save to save your change and return to services list, or Cancel to returnwithout saving.

Click the Edit icon to modify a service; you will see the same screen as above. ADelete icon will only be displayed if that service has never been scheduled.When you click this link, you will be asked to confirm this action.



SERVICE PROVIDERS

Select Configure – Service Providers to update the contractors and volunteers(member and non-member) who provide services to your members. You will seea screen similar to the following:

Figure 3.9 – Service Providers

The system supports three types of service providers: contractors, membervolunteers, and non-member volunteers. In general, contractors are used forprofessional and trade services such as plumbing or electrical work, and receivepayment for their services. Contractors and non-member volunteers are stored inthe non-member database, each in a special category created for this purpose.

Each behaves slightly differently. Use the Filter and Search options then clickSearch to limit the service providers shown in the grid. You can filter the list byprovider type, contact name, company name (generally for contractors), byvetting status and visibility, and by the services that they provide. 30 providersare shown at a time; use the page navigation buttons to move forward andbackward. A value entered in the Service Provider Last Name or Company Namefields will be found anywhere in the field.

Each service provider includes their name (and a company name if one wasprovided) and type, whether they are currently visible, the most recent date thatthey provided a service, their current average rating, and whether they are fullyvetted. The options in the Maintain column are described below.



Click the service provider’s name to see a small popup with their contactinformation, including address, phone numbers, email address and website.

Figure 3.10 – Contact Info

The following options are available in the Maintain column (each is described inmore detail below):

EditChange contact and other information for thisservice provider.

ServicesLink this provider to the services that he or sheprovides.

HistoryView the history of services provided, includingupcoming services.

AvailabilityTrack general availability for each day and generaltime ranges.

VettingsTrack vettings, including background and licensechecks, insurance, references, etc.

Vacation CalendarTrack specific dates in which a provider is notavailable (for example, a college student who hasexams or is out-of-town during breaks.

Additional ContactsAdd emergency and other contacts for a serviceprovider.

ReportsRun reports on this service provider.

Reset PasswordThis option will only appear if the Volunteer Self-Signup function is enabled (see Chapter 7.) Itallows admins to send a new username andpassword to a non-member volunteer.



Click one of the “Add” buttons to add a service provider of the specified type.

Add New Contractor

When you click the Add New Contractor button, you will see the followingdialog:

Figure 3.11 – Add New Contractor

None of this information is required but we recommend you enter either acompany name or the first name and last name of the contractor.



Use the “Visible” flag to control whether this contractor is currently active for yourvillage.

“Active and Visible” providers can be selected for service requests.

“Active and Not Visible” providers are not available to be selected for newrequests but will still be available to handle requests already scheduled.

“Inactive” providers cannot be added to service requests but will appearon reports.

The General Notes field is available for general comments about this contractor.The Discount Notes/Payment Terms field is available to track special offers orarrangements for village members.

Click Save to save the new contractor into the database and return to the mainscreen, or Cancel to return without saving.

Make Member a Volunteer

Many villages require members to do some volunteer work for the village as partof their commitment to being a member. When you click the Make Member aVolunteer button, you will see the following dialog:

Figure 3.12 – Add Member Volunteer

Click the Select link to display the standard member selector. Select a memberand click Select. Click Save to add this member to the roster of volunteers andreturn to the main screen, or Cancel to return without saving.



Add New Non-Member Volunteer

When you click the Add New Non-Member Volunteer button, you will see asimilar dialog box as for a Contractor. When you click the Save button, theinformation is stored in the database but flagged as a volunteer who does notreceive payment for his or her services, vs. a contractor who generally doesreceive payment, whether from the village or the member.

Make Non-Member a Volunteer

Click the Make Non-Member a Volunteer button to configure a non-memberwho is already in the non-member database as a volunteer. You will see ascreen similar to the one above where you can select someone from the non-member database. Clicking Save configures this non-member as a volunteer.

Edit

Select the Edit icon to modify the contact information for a service provider. Youwill see dialogs similar to the ones above.



Services

Click the Services icon to specify which services each service provider provides.You will see a dialog similar to the following:

Figure 3.13 – Services provided by a Service Provider

You will see the list of services defined using the Services option describedabove. Check any number of services, then click Save to save your changes andreturn to the main screen, or Cancel to return without saving.

Every village has many service providers and many services that it provides! Thisscreen links these two lists together.



History

Click this icon to view a list of all services provided by this service provider, bothpast and future. You will see a dialog similar to the following:

Figure 3.14 – Service Provider History

The top panel shows upcoming service requests for which this provider is listed.It does not mean that the provider has been selected to provide this service,merely that you have added the provider to the request.

The bottom panel shows past service requests listed in descending date order,including the member name and date, ratings and comments. By default, thesystem only shows the past 30 days of history. Check the box to see more than30 days.

Click Done to close the popup and return to the main screen.



Availability

Select this option to define general days of the week and time ranges during theday when a service provider is available. This information will be used to showonly providers who might be available during the requested time for a service andto exclude providers who are not available. You will see the following screen:

Figure 3.15 – Service Provider Availability

Each column represents a day of the week.

Each row represents a general time slot:

Morning – 8:00 AM to 11:00 AM Lunchtime – 11:00 AM to 2:00 PM Afternoon – 2:00 PM to 5:00 PM Evening – 5:00 PM to 8:00 PM Night – 8:00 PM to Midnight

For each intersection of a day and time slot, you specify one of four availabilities:

Most likely available Backup – might be available Call me if really desperate Not available

When it comes time to find matching service providers for a request, you candefine the level of availability to expand or contract the list showing who canperform the service. For example, you might start with providers who are “mostlikely available”. But if no-one volunteers, you might expand the search to include“backups (who) might be available”. And if you still can’t find someone and aregetting desperate, you can expand again to include providers at the third level.

These settings will typically only apply to volunteers (both member and non-member.) Contractors will typically be available at all times (though you mightflag them differently for evenings and weekends.)



These options only control whether a provider will appear on the list of possibleproviders based on general ranges of availability. So if a volunteer tells you thatshe is available from 10:00 AM until 1:00 PM on Tuesdays, enable her for boththe 8:00 AM – 11:00 AM and the 11:00 AM – 2:00 PM slots. She always has theoption to decline a 9:00 AM request and accept an 11:00 AM request.

This screen also includes shortcuts to configure a whole column at once (forexample, a volunteer who is never available on Tuesdays) or a whole row atonce (for example, a volunteer who is never available in the evenings), or eventhe whole grid by clicking in the top-left corner.

Click Save to save your changes and return to the main Service Providersscreen or Cancel to return without saving.

Note that if you enable the Volunteer Self Signup module (see Chapter 7),volunteers can update this information themselves when they login.



Vettings

Every service provider needs to be vetted! For contractors, you might need tocheck references, bonds and licenses, insurance, and criminal record. Fordrivers, you might also need to verify their driving record, run backgroundchecks, insurance, etc. Each type of provider will have different requirements andeach village also has different standard (for example, 2 background checks vs.3.) There are also state legal requirements that differ from state to state.

ClubExpress provides a place for you to enter and maintain these vettings. Somevettings expire while others have no expiration. The system also allows you toflag a provider as “Fully Vetted”. However, it does not attempt to track this for yousince every village and state will have different laws and policies.

Each village will determine its own vetting requirements for each category ofservice as a matter of policy. You are responsible for checking and uncheckingthe “Fully Vetted” option.

When you select this icon, you will see a screen similar to the following:

Figure 3.16 – Service Provider Vettings

All vettings are shown, ordered by type and date. Some vettings such as bondsand licenses allow you to enter an expiration date, and the system includes areport that shows expired vettings for each provider.

Click the Add Service Provider Vetting button to add a new vetting. You willsee the following dialog:



Figure 3.17 – Add Service Provider Vetting

Many different types of vettings are available (and new types can easily beadded; just contact ClubExpress.) Select a type and date. If a vetting type has anexpiration date, you will also see a field to enter this date. Use the AdditionalData and Notes fields to enter more information. The “Who Entered” field comesfrom the list of Responsible Staffers; it will default to the currently logged-in user.Click Save to complete the process or Cancel to close the dialog without saving.

Back on the main screen, click the Edit icon to edit a specific vetting or theDelete icon to remove one; you will be prompted to confirm this action.

When you believe that a service provider has been fully vetted, check the box atthe top and click Apply; the system will flag this provider appropriately. You canalso reverse this action by unchecking the box and clicking Apply again.

Important Note:

ClubExpress does not enforce the fully vetted flag; it is advisory only andyou can still select a service provider who is not fully vetted. Because eachvillage (and state!) has different requirements and policies, you assume allresponsibility for deciding whether a particular service provider is ready tobe assigned to a service request.



Not Available

Select this option to specify individual dates where a service provider is notavailable, so that he or she does not appear on the list of possible providers. Usethis option, for example, if a volunteer is on vacation, or a college student is inthe middle of exams. You will see the following screen:

Figure 3.18 – Dates Not Available

Click an individual date to highlight it as not available. Click a highlighted date toclear it. Use the navigation buttons at the top of the grid to move between monthsor years. You can also specify start and end dates then click the Not Availableoption to highlight a larger range.

Changes are saved immediately; there is no Save option. Click the Clear AllDates button to clear all “not available” dates for this service provider (on allmonths/years, not just the one currently visible.) Click Return to Previous Pageto return to the Service Providers screen.

Note that if you enable the Volunteer Self Signup module (see Chapter 7),volunteers can update this information themselves when they login.

Additional Contacts

Select this option to enter additional contacts for a service provider. For example,you can enter an emergency contact or other people within the same contractorfirm. You will see the same screen shown in Chapter 5 below.



Reports

Select this option to run reports for a specific service provider. You will see thestandard ClubExpress reports dialog, allowing you to select a report, specifyfiltering options if appropriate, and output the report in one of five formats.

Reset Password

If you enable the Volunteer Self-Signup (VSS) module, a special icon will appearfor all non-member volunteers. It allows you to generate and email a usernameand password for this non-member. These credentials allow them to login on aspecial screen to access the VSS module only.

STANDARD DESTINATIONS

This option allows villages to more quickly create transportation service requeststo the locations that members use most often. When you select this option, youwill see a screen similar to the following:

Figure 3.19 – Standard Destinations



Click Add Destination to create a new destination. You will see the followingpopup dialog:

Figure 3.20 – Add/Edit Standard Destination

Enter the necessary information and click Save to save your choice, or Cancel toclose without saving.

If a doctor, bank or grocery store or other common entry has multiple locations,the system will show the address when choosing a standard destination so thatyou know which one is being selected.

If a full address is specified, the system can optionally include a Google Mapslink in the confirmation email to the volunteer, making it easier to find the locationusing a smartphone or GPS-equipped vehicle. The phone number is also in theconfirmation email in case the volunteer and member have a problem.

On the main screen, click the Edit icon to modify an existing destination.

Click the Copy icon to copy an existing standard destination to a new one (forexample, if a doctor has multiple offices.)

METRO AREAS

For Hub-and-Spoke Villages only, a Metro Areas option will appear in the Setuppanel. For more information, see chapter 4.



RESPONSIBLE STAFFERS

Click Responsible Staffers to define the list of members (usually staff peopleand volunteers) who are responsible for following up on open log entries. (In theClubExpress model, everyone who works at a village and who needs some levelof admin access to member data must be in the membership database, perhapswith a special member type—for example, “Staff”.) You will see a list similar tothe following:

Figure 3.21 – Responsible Staffers

Click the Add Responsible Staffer button to display the standard ClubExpressmember selector. You only need to enter the first few letters of the last name andpress [Enter] to see a list of matching members. Select one and click Select toadd that staff member, or click Cancel to close without making a selection.

Responsible staffers are also used when creating and managing servicerequests, office time requests, and service provider vettings. This same screen isavailable in the Contact Log function.



CUSTOM FIELDS

Up to three custom fields can be set up to capture data when a service request iscreated. Each field is displayed on the Service Request Add/Edit form,immediately below the Special Instructions field, with a drop-down list of options.

Select this option from the Control Panel to see a screen similar to the following:

Figure 3.22 – Custom Fields

This screen allows you to set up the labels that describe each custom field, andthen to add elements contained within each drop-down list.

When you first arrive on this screen, specify a caption for the field and click theAdd New Custom Field button. The screen will update to add a grid for thatfield. Click Add Value to begin adding values, which will be stored and displayedin alphabetical order. In the grid, click the Edit icon to modify a value or theDelete icon to remove a value.

Click Update Custom Field Label to change the caption, or Delete to remove acustom field completely.

For each field, specify the name and click the Update button to save this change.

Figure 3.23 – Custom Fields in Use

If custom fields exist, they will also appear in the Service Request Data Export.



EMAIL REMINDERS

Select this option to customize the automatic reminder emails that are sent tomembers and service providers a couple of days before the scheduled servicerequest. You will see the following screen:

Figure 3.24 – Email Reminders

The only option is the Edit icon in the Maintain column. Click it and you will see apopup window to edit that email:

Figure 3.25 – Editing a Reminder Email



This is the standard ClubExpress content editor, with limited formatting optionssuitable for emails. We also provide a number of replaceable ~~tags~~ that canbe inserted where necessary.

Click Save to save your changes and return to the Email Reminders screen, orCancel to close the dialog and return without saving.

CANCELLATION REASONS

Select this option to display a standard screen of reasons why a service requestmight have been cancelled. You will see a screen similar to the following:

Figure 3.26 – Cancellation Reasons

The system includes a small number of standard reasons that cannot beremoved. Click the Add Cancel Reason button to see a standard popup dialogto specify a new reason. In the grid, click the Edit icon to edit a reason or changeits visibility.

The drop-down list of reasons will always appear in alphabetical order.



VETTING TYPES

Select this option to change the list of vetting types used by your village. Weprovide a standard list but you can hide any individual item and also add yourown, specific to your village. You will see the following screen:

Figure 3.27 – Vetting Types

Click Add Vetting Type, or click the Edit icon for an existing type and you willsee the following popup dialog:

Figure 3.28 – Add/Edit Vetting Type

For the built-in vetting types, the only option is whether it should be visible foryour village. For types that you add to the list, the other fields will also beeditable. Click Save to save your changes and return to the Vetting Typesscreen, or Cancel to close the dialog without saving any changes.



SERVICE OPTIONS

Select this choice to configure basic options for the Services function. You willsee the following screen:

Figure 3.29a – Service Options – top part

The following options can be configured:

Time Increment controls what times are displayed when you areconfiguring a service request. For example, if you specify 10 minutes,then the popup timer shows X:00, X:10, X:20, X:30, X:40, and X:50 withineach hour. Note that you can always type any time directly into the box.

Local Time Offset allows you to configure the local time for your village,relative to where the ClubExpress servers are located. Enter a positive ornegative whole number representing hours. For example, if theClubExpress time is 2:00 PM and your village is in CA, enter “-2” for twohours behind; if your village is in NY, enter “1” for one hour ahead.

Special Instructions can be configured for each member (for example,“Mary uses a walker and needs help going up steps.”) These instructionswill automatically be added to service request confirmation emails. Thissetting tells the services module which additional member data questionto use.

Staff Alert Question allows you to link an additional member dataquestion to the staff alert function. If this option is enabled and the answerto that question is not blank, a large alert icon will appear when you areadding or editing a service request. Clicking the icon displays the answerin an alert box.



Default Starting Location allows you to define an initial location fortransportation requests. This will usually be the member’s home.

Default Sort Option allows you to define how service requests willinitially be sorted on the Member Services Manager screen.

Office Time Service Category – the system provides a streamlinedscreen to enter and track office time by volunteers. This option defineswhich Service Category represents office time and the various serviceswithin (for example, database updating, answering the phone, filing,calling members, etc.)

Village Office Member – Each service, whether provided for a memberor for the village office, needs to be assigned to a member. This optionallows you to specify a dummy member account to which all office timerequests will be linked.

Email Confirmations allows you to define the email address and namethat appear in the “From:” field for outgoing service request emails.

Include in Subject Line allows you to configure additional informationthat will be shown in the subject line for these emails:

Service Request Number – can be used as a reference to lookupthe request.

Member Name Service Date

Send ‘Not Needed’ Emails to controls who should receive the NotNeeded emails when you click this button on the Service RequestAdd/Edit screen:

Only to providers that currently have a “Not Needed” status; Any providers that don’t have a “Selected” status.

The Service Options screen continues below.



Figure 3.29b – Service Options – bottom part

Automated Email Reminders allows you to define when remindernotifications are sent.

Enable Hub-and-Spoke Functionality – this option is discussed inChapter 4. If you are not a hub-and-spoke village, leave it unchecked.

Member can enter requests for service – this option controls whetherthe “Add Service Request” button appears on the Member Profile – MyService Requests screen. Members can always see their history ofrequests but some villages prefer that they not be able to enter newrequests from the same screen.

Transportation Request Instructions – enter village-specificinstructions that you want to appear on the screen when members makea transportation request from their Profile screen. This feature allowsmembers to communicate more accurate and complete information to thevillage, to ensure that the member’s specific need is met.

Member’s Home Request Instructions – enter village-specificinstructions that you want to appear on the screen when members makea home service request.

Staff to Notify – enter one or more email addresses (separated by sem-colons and no spaces) for staff who be notified when members request aservice themselves.



Member can request transaction to event – Select Yes to place abutton on each individual event in the Event Calendar that allowsmembers to request transporation to and from an event for which they areregistering.

When Yes is selected, you must specify which transportationservice should be used for such requests.

You can also flag whether members can request transportation toand/or from the event.

Volunteer Self-Signup (VSS) – Initial Service Request Status – thisoption will only be displayed if the VSS function has been enabled, whichrequires a one-time fee (see chapter 7). It tells the system what status touse for an initial service request that’s enabled for volunteer self-signup.

For some villages, a new service request (whether created bymembers from their Profile screens, or by a staff member) alwayshas a status of “Requested”. When the village starts working onthe request and assigns a volunteer, the status changes to“Pending”, and when the member confirms the arrangements, thestatus is changed to “Confirmed”.

For other villages, a new service request created by membersfrom their Profile screens has a status of “Requested”. Servicerequests created by staff members have a status of “Pending” andonce someone is assigned to the request, the status is changed to“Confirmed”.

If Enable Advanced Options is set to Yes, volunteers can flag theirservice requests as Complete in the VSS module, and can enter theirown comments, duration, mileage, and expenses. If this setting is No,service requests must be flagged as complete in the office.

If the Enable Open Requests Email Button is set to Yes, administratorsand member service coordinators will see a button on the main VSSscreen allowing them to email a list of unfulfilled service requests to allvolunteers. If you enable this button, be sure to clearly define who canclick it so that volunteers do not receive too many of these emails.

Click Save to save your changes and return to the main Service Requestsscreen, or Cancel to return without saving.



MEMBER SERVICES

Back at the top of the Control Panel, in the Admin Functions panel, click MemberServices to add, edit, and manage member service requests. You will see anadmin screen similar to the following:

Figure 3.30a – Member Services

At the top of this screen is a search panel, providing different options to filter thesearch results:

Select Request Type to filter the list by transportation requests, memberhome requests, contractor referrals, and office time requests. The drop-down list allows you to check one or more types. Click the arrow to closethe drop-down. The field value will show you whether zero, one, some, orall types have been checked.

Select Service Category to filter by category. The drop-down list allowsyou to check one or more categories. Click the arrow to close the drop-down. The field value will show you whether zero, one, some, or allcategories have been checked.



Select Request Status to filter by status. The drop-down list allows youto check one or more status values. Click the arrow to close the drop-down. The field value will show you whether zero, one, some, or allstatuses have been checked.

Select Provider Type to filter by the type of service provider (membervolunteer, non-member volunteer, or contractor.) The drop-down listallows you to check one or more provider types. Click the arrow to closethe drop-down. The field value will show you whether zero, one, some, orall types have been checked.

For Requesting Member, click the Select option to select a member. Youwill see a standard ClubExpress dialog, allowing you to enter all or part ofa member’s name. Click the Search button to filter the list by that name.Click the Select button to select that member, or Cancel to close thedialog without making a selection. Click Remove to remove this memberas a search criterion.

For Service Provider, click the Select option to select a provider. You willsee a standard ClubExpress dialog, allowing you to enter all or part of aprovider’s name. Click the Search button to filter the list by that name.Click the Select button to select that provider, or Cancel to close thedialog without making a selection. Click Remove to remove this provideras a search criterion.

If hub-and-spoke functionality is enabled, click Metro Area to filter bymetro areas. The drop-down list allows you to check one or more values.Click the arrow to close the drop-down. The field value will show youwhether zero, one, some, or all metro areas have been checked.

You can also filter by a range of Service Request #s. Every request isassigned a sequential number, shown in the heading bar of that request.

Use the Show/Sort Date option to show service requests by servicerequest #, without an assigned date or, for service requests with anassigned date, to sort by the Create Date, the Service Date, or the LastModified Date.

Service requests without a date are shown as follows:

Figure 3.30b – Member Services without a date



Service Start Date and Finish Date allow you to filter the date range ofservice requests shown. The calendar icons allow you to select datesfrom a mini popup calendar.

Click the Search button to perform the search based on the values selected.Click the Reset button to clear all selection criteria.

Quick Filters

The four Quick Filter buttons allow you to quickly see all service requests today,this week, this month, or all future requests. Clicking one of these buttons setsthe appropriate date values in search panel above and performs the search. Usethe arrows to move forward or backward by one day, week or month.

Quick Filter buttons will respect any search criteria entered in the above searchfields. If you need to further filter the results (for example, all of this week’sservice requests, but only in the Transportation category), you can easily addsearch criteria and search again.

Search Results

The results panel shows up to 30 matching services, with paging enabled if thereare more to display. Each request shows the following information:

The heading bar shows the Service Request Number. A new number isassigned in sequence to each request. This number can be included inconfirmation emails; it is also included in most reports and data exports,and you can search by a range of numbers.

On the left is the date and day of the week. The date panel and date itselfare color coded to indicate the category.

The next column shows the specified start and finish times, the membername in blue and the service request category. Member name is a link;click it to view that member’s contact info.

The third column shows the service request type and status, when therequest was created and last modified and the service provider(s)assigned to the request (could be more than one.)

In the right-most column of each panel are icons representing actions thatcan be performed on that service request. Hover over the Legend iconabove the grid to see what each icon means.



(Edit)Edit the service request. The Add/Edit form isdescribed below.

(Mark Complete)Click this icon to mark the service request as“Complete”. You will see a popup form (describedbelow) which allows you to collect comments,ratings, time, expenses, etc. Note that this icon isnot displayed for requests with a status of Pending,Requested, or Cancelled.

(Cancel)Mark the service request as “Cancelled”. It remainsin the database.

(Delete)Delete this service request completely. You will beprompted to confirm this action as it cannot bereversed.

(Resend Emails)Click this icon to have the system resend theconfirmation emails to the member and anyselected service providers. Note that this icon isonly displayed for Confirmed requests.

(Copy)Copy this service request. The system supportssingle and multi-copies. For more information, seethe special section below. Note that this icon is notdisplayed for Contractor Referrals.

Pending Service Requests for Dropped Members

When members are dropped (for example, if they move into assisted living, passaway, or move out of the area to be closer to family), any future service requestswill automatically be cancelled.



The following buttons are shown below the search panel:

Transportation Request – create a new service request for atransportation service to be fulfilled by a volunteer.

Member’s Home Request – create a new service request to be fulfilledby a volunteer in the member’s home.

Contractor Referral – create a new contractor referral, where membersare provided with the names of one or more vetted contractors who canhelp them with their needs (usually for a fee.)

Office Time Request – create an office time request, where a volunteer(member or non-member) helps the village itself rather than a specificmember.

Flag Past Requests – select this option to flag all past requests (prior totoday) as Complete. Some villages manage service status and thecollection of followup information on an individual basis, while otherssimply flag all past requests as complete and then collect follow upinformation on an as-available basis. The presumption of this option isthat, unless a service request was explicitly cancelled, the member andvolunteer connected and the request was fulfilled. You will be prompted toconfirm this action.



TRANSPORTATION REQUEST

Click the Transportation Request button to create a new transportation request.This is a service request specifically for moving a member from one location(usually his or her home) to another, and optionally back again (a “round trip”).You will see a screen similar to the following:

Figure 3.31a – Transportation Request – top part



Requesting Member

Select the requesting member by clicking the Select link. When you do so, thescreen refreshes to show the member’s address and contact information. IfSpecial Instructions have been defined for a member, these will also be filled intothe field lower down on the form. If a Staff Alert field has been defined, and ifthere’s a value in the field for the selected member, a red “alert” icon will appear.Click it to display a popup screen showing the alert information.

Click the Remove link to remove the selected member.

Requested Date and Times

The system next allows you to specify the requested date and times. Click thecalendar icon to select a date. In the time fields, you can enter any time (forexample, “10:23 AM”) or click the clock icons to see a popup list of predefinedtimes (the intervals can be configured on the Service Options screen.)

Is Date/Time Flexible?

Click Yes if the volunteer can work with the member to adjust the date and time.This may allow more volunteers to be interested in signing up for this servicerequest.

Short Description

Use this field to describe the service that’s going to be provided, includingspecific names if necessary. You can enter a maximum of 250 characters; acounter will show how many characters are left.

Service Category and Service

If there is only one “Transportation” category, it will already be selected. If thereis more than one, select the appropriate one from the drop-down list.

When you select the Service Category, the list of Transportation-related serviceschanges dynamically to show only services in that category. Select a servicefrom the list.

Display for Online Signup

If the Volunteer Self-Signup (VSS) module is enabled (see Chapter 7) and if thespecified service is eligible for self-signup, this question will appear below theService question. Check Yes if you want this service request to appear on theVSS list, or No if it should not appear and will, instead, be assigned by a villagestaff-member.



Starting Location

Specify the starting location for this request. For most requests, this will likely bethe member’s home.

Destination

Click the Select link to select a standard location from a popup list. You will see ascreen similar to the following:

Figure 3.32 – Select a Standard Destination

For villages with a long list of standard destinations, a search function allows youto limit the list. Values entered in the search box will be found anywhere in thedestination name. Highlight a name and click the Select button to select it.

Back on the main form, the details of that location are displayed under the field.Click Remove to remove a standard location. Alternatively, if a standard locationhas not been specified, you can type anything into the Destination field.

Duration

Specify whether this is a one-way or round trip.

The Add/Edit Service Request screen continues below:



Figure 3.31b – Transportation Request – bottom part

Service Providers

The system supports multiple service providers linked to each service request.

While you are scheduling and specifying the service request, you mightbe talking to multiple volunteers, only one of whom will eventually bematched.

Some service requests require more than one volunteer, such as a driverto take a member with kidney failure to the hospital for dialysis andanother driver to return the member to her home a few hours later.

Click the Add Service Provider(s) button to add one or more service providersto the request. You will see a screen similar to the following:



Figure 3.33 – Selecting a Service Provider

For a Service Request, by default, the system will check the Volunteers option.For an Information Referral, by default, the system will check the Contractorsoption.

Initially, the “Most Likely Available” option is checked. If you don’t see enoughvolunteers, or if your initial attempts to match a volunteer with this request don’tpan out, you can check “Backup – Might be Available” or even the “Call me ifReally Desperate” options. As a last resort, or for a staff coordinator who reallyknows her volunteers, check the “Show All Visible” option to ignore all availabilitydefinitions and show all service providers even if they don’t explicitly provide thisservice.

Check the Fully Vetted option to limit the service providers shown to only thosewho are fully vetted.

For Hub-and-Spoke Villages, a Metro Area filter is also available. It will initially befiltered based on the member’s metro area to show only service providers in thesame metro area. You can change the metro area filter if you are not finding theright providers, or if you know that the member lives on or near a metro areaboundary and providers in the neighboring metro area might also be available.

Note that the “Show All Visible” option still respects the Metro Area filter for hub-and-spoke villages.

For all service providers listed, the system shows their name, type, and contactinformation, including preferred contact method. You will also see their last andnext service dates, whether they are fully vetted, and their average rating for allservices for which a rating was recorded (for calculation purposes, the systemignores services without a rating.) If there are more matching service providersthe grid panel can be scrolled.



Click the provider’s name to see a popup screen with their contact information(similar to Figure 3.10 above.)

Click the History icon to see a popup screen showing that provider’s history.

Click the Notes icon to see a popup screen where you can view or write notesabout this service provider. This is the same Notes screen available in theMember Manager for a member, or as a text box on the non-member Add/Editscreen.

Click the Edit icon for a non-member volunteer or contractor to update theircontact information.

To add providers to a service request, check one or more boxes in the leftmostcolumn and then click the Select button. You can also click the Check All orUncheck All options. Or click Cancel to close the dialog without selectingproviders.

Note that service providers cannot be added twice. When a service provider hasalready been added to a service request, he or she will no longer appear in theabove screen.



Quick Add One Provider

If you know the name of the service provider you want to add to the request, clickthe Quick Add One Provider button. You will see a standard ClubExpressdialog allowing you to search for a service provider by name and to select oneperson from the list.

Figure 3.34 – Quick Add One Provider



Working with Selected Service Providers

When you have selected one or more service providers to link to the servicerequest, the screen will look like this:

Figure 3.35 – Selected Service Providers

Click the small double arrow symbol beside the provider’s name to see theircontact information. Click the symbol again to close this panel.

The following icons are available in the Actions column:

(Delete)Remove this service provider from the list.

(Edit)Change contact and other information for this serviceprovider.

(History)View the history of services provided, includingupcoming services.

(Availability)Track general availability for each day and generaltime ranges.

(Not Available)Track specific dates in which a provider is notavailable (for example, a college student who hasexams or is out-of-town during breaks.



Service Provider Status Codes

Each provider linked to a service has a status code, from one of the followingvalues:

Contact by Phone Selected when you first add a provider to the list,based on his or her preferred contact method. Canbe changed to the other type.

Contact by Email Selected when you first add a provider to the list,based on his or her preferred contact method. Canbe changed to the other type. When you click theSend Request(s) button, emails are sent to everyprovider with this status.

Called Select this option after you have called a provider butif you didn’t leave a message.

Emailed Select this option after you have emailed a provider.This option is also selected automatically by thesystem when you click the Send Request(s) button,for all providers to whom an email was sent.

Left Message 1 Select this option if you called and left a message fora provider.

Left Message 2 Select this option if you called and left a secondmessage for a provider.

Will Call Back Select this option if you called and spoke to aprovider, who said he or she will call you back.

Not Available Select this option if the provider told you or emailedyou that he or she was not available this time.

Available Select this option if the provider told you or emailedyou that he or she was available for this request.

Selected Select this option when you have chosen one ormore service providers to fulfill this request. Whenyou click the Send Confirmation(s) button,confirmation emails will be sent to every provider withthis status (regardless of their preferred contactmethod.)

Selected Providers appear at the top of the list.



Not Needed Once you have chosen one or more providers tofulfill this request, change the others to Not Needed ifyou want to notify them. (If you don’t need to notifythem, you can simply delete them.)

Not Needed/Notified When you click the Send Not Needed(s) button, anemail telling providers that their services are notneeded for this request will be sent to everyone withthe “Not Needed” status, then this status will be set.

Cancel Select this status for a “Selected” provider if therequest was canceled or modified and their servicesare no longer required. (For example, you might haveoriginally needed two volunteers but now you onlyneed one.)

The Staff Notes field is used to write brief notes about your contact with eachservice provider (for example, perhaps someone is only available if the time ofthe request can be changed up or down.)

When changes are made to a service provider’s status or when an email is sentto that service provider, the Staff Notes will be updated with a date/timestamp, anindication of what change was made, and the administrator’s name who madethe change. (The default date/timestamp value is based on the US Central timezone. To change this, go to the Service Options screen.) New notes are added atthe top of the Staff Notes field so that the most recent changes appear first.

Action Buttons

Click the Send New Request(s) button to send an email to every provider with astatus of “Contact by Email”. (Providers with a status of “Contact by Phone” needto be handled one at a time with a phone call. The email provides the details ofthe request and asks for a response. Once the email has been sent, their statusis changed to “Emailed”.

Click the Resend Requests button to resend emails to all previously emailedproviders on the list.

Click the Send Confirmation(s) button to send a confirmation email to one ormore providers with a status of “Selected”. This email can be sent any number oftimes; it does not change the status. Note that the system also provides forreminder email X days before the request and another reminder on the day of therequest; these are configured on the Service Options page.

If the service request is cancelled, this button changes to Send Cancellation(s),and the other buttons are grayed out, allowing you to send a cancellation email tothe member and the selected service provider(s).



Click the Send Not Needed(s) button to send an email to every provider,notifying them that their services are not required for this request. An option onthe Service Options screen controls whether emails are sent only to providerswith a status of “Not Needed” or to every provider that does not have a status of“Selected”. In either case, the status changes to “Not Needed / Notified”.

Special Instructions

Use this field to enter special instructions or comments about the service request.This information is included in confirmation emails to the service provider andmember. You can enter a maximum of 1000 characters and a counter will showhow many characters are left.

If you have defined a Special Instructions additional member data question, andlinked it to the Services module from the Service Options screen, the contents ofthis question will automatically be inserted in this field whenever a new servicerequest is created.

Followup Date

When you enter a date in this field, an open Contact Log entry is created toremind you to followup with the member. This entry is coded as “SR F/U” toindicate that it came from the Service Request function (versus one coded as “CLF/U” which indicates that it came from the Contact Log function.)

In the Contact Log, if you click Edit for a “SR F/U” entry, the Add/Edit ServiceRequest form (Figure 3.27a/b above) is displayed.

Status

For Village Scheduled services, there are five status values:

Requested The service is being set up but has not yet been linked toproviders. This status is also used when village membersmake this request themselves through the system. See belowfor more information.

Pending This service is still being set up and has now been linked toone or more service providers.

Confirmed This service is confirmed with both the member and serviceprovider. Only available for village-scheduled services.

Completed This service has been performed. This status may alsoconfirm that the member has been contacted to providefollowup comments and a rating.

Cancelled This service was scheduled but the member later called tocancel. It stays in the database for reference purposes. (A full“Delete” option is also available on the main screen.)



When you select this option, a Reason field will appear,allowing you to select a reason for the cancellation.

When a service request status is changed to Cancelled, apopup dialog will appear, allowing admins to send cancellationemails to the requesting member and service provider(s).Clicking Yes will cancel the request and send the emails.Clicking No will cancel the request without sending emails.

When a service provider is selected and the service request is saved, the statuswill be changed automatically depending on which model is specified in theService Options screen:

If the initial status was “Requested”, it will be changed to “Pending”. If the initial status was “Pending”, it will be changed to “Confirmed”.

Responsible Staffer

Select a responsible staffer from the drop-down list. This indicates who isresponsible for following up with the member and volunteers, to ensure thatsomeone handles the service request and to collect feedback after the fact.

This list is populated from the Responsible Staffer option on the main Servicesand Service Requests screen.

Click Save to save the service request and return to the Service Scheduler, orCancel to return without saving.



MEMBER’S HOME REQUEST

When you click this button, the system allows you to create a service request inthe member’s home. You will see the following screen:

Figure 3.36 – Member’s Home Request

For Member’s Home Requests, none of the transportation-related fields will bedisplayed, simplifying the form that needs to be completed. There are only twotime fields as well.



CONTRACTOR REFERRAL

When you click this button, the system allows you to create a contractor referralfor members who need paid services such as a plumber or electrician. Thefollowing screen is displayed:

Figure 3.37 – Contractor Referral

This screen is even simpler because many of the fields are not even shown(transportation information, date/time, action buttons, etc.)

Once you have determined the list of contractors to refer to the member, click theSend Info button to have the system send an email to the member with therelevant information.

There are only two status values for a Contractor Referral: Open and Completed.



OFFICE TIME REQUEST

Many villages use volunteers to help with office functions, including check-incalls, filing, database updates, marketing programs, etc. ClubExpress can handlethese for you as services provided by service providers.

Setup

On the Service Categories screen, where you configure the categories intowhich services are grouped, create a service category for “Office Time” (it can becalled anything.) Then, on the Services screen where you define the servicesthat your village offers, create one or more services for office tasks, being sure toassign them to the Office Time category.

On the Service Options screen, specify which category will be used for officetime. You should also specify a dummy member account to which all office timeservices will be assigned.

Figure 3.38 – Service Options related to Office Time



Office Time Request

Click Office Time Request and you will see the following screen:

Figure 3.39 – Add Office Time Request

With office time requests, there is no need to specify a member since the requestis automatically assigned to the dummy “Office Time” member that you alreadycreated. There is also no need to specify a category; the system automaticallyknows what services to display. But you will still pick a service from within thiscategory.

Adding volunteers is the same as for a normal service request: click the Addbutton to display a list of volunteers who can provide this service; select one ormore of them; contact them and adjust the provider status as necessary.

Click the Quick Add to select a specific service provider if you have alreadymade arrangements with a member or non-member.



The buttons below the list of service providers behave the same as with memberservice requests.

Click the Send Request(s) button to email volunteers asking if they canhelp with this office time request.

Click the Resent Request(s) button to resend all email requests to thelisted providers.

Click the Send Confirmation(s) button to email volunteers who havebeen confirmed for this request.

Click the Send Not Needed(s) button to email anyone listed as NotNeeded or, depending on the setting on the Service Options page,everyone with a status other than Selected. After the email is sent, theirstatus will change to Not Needed/Notified.

When you click Save, the office time request is saved. These entries can beshown on the main Member Services screen. You can also hide them byunchecking the Office Time service category.



COMPLETING A SERVICE REQUEST

When you click the Completed icon, the service request status is changed to“Completed”, and you will see the Complete Service Request screen. If noservice providers were “Selected”, the following screen is shown:

Figure 3.40 – Complete Service Request



If one or more service providers were selected, the following screen is showninstead:

Figure 3.41 – Complete Service Request with Selected Provider

Ask the member to rate the service provided by this provider. Click the stars torecord a Rating. Each star can be clicked in full or half. You can also store anycomments provided by the member and the service provider.

You can also verify the duration of the request with the provider, mileage drivenfor transportation services, and any direct expense incurred (tolls, parking, etc.)There are reports in the system to collect this information so that volunteers canclaim tax deductions, and also to allow your village to report aggregate time todonors and foundations. This information can be verified by a responsible staffmember.

If more than one service provider is “Selected” for a service request, the ratings,comments, duration, mileage, and expenses fields are shown for each selectedprovider.

If the duration field is left blank, it will be calculated automatically based on thelisted service request start and finish times.

Click Save to save your changes, change the request status to “Completed” andreturn to the Member Services screen, or Cancel to return without making anychanges.



COPY SERVICE REQUEST

Members may require the same service more than once or on a regularschedule. ClubExpress allows you to create this service and then copy it multipletimes.

When you click this button for a service request, you will see the following dialog:

Figure 3.42 – Copy Service Request – Individual Copies

There are two options at the top of the screen: Make Individual Copies and MakeRepeating Copies.

For the individual option, enter a date and time for the first copy. You can alsoclick the calendar icon to select a date from a popup calendar and the clock iconto select a time from the drop-down list. You can then click Add Another to opena new set of fields for a second and third copies, all the way up to a maximum of10 copies. You can also click the Remove link to remove an entry.

Check the “Include Selected Service Provider(s)” box to include the assignedproviders in each copy. Check the “Include Service Request Status” box to alsocopy the status. If this box is not checked, the new service requests will have aPending status. Use these options if you are copying requests where the providerhas agreed in advance to provide the service for multiple instances. For example,



a service provider might agree to handle a member’s transportation requests fordialysis, which always occurs at the same time on the same day of the week.

When you click Copy Service Request, the system will copy the original requestto the dates and times specified.

Important Note: these are now separate and independent service requests,not linked to the original request. If you need to make a change, it will needto be made separately on each request.

Note 1: The Copy function also copies Special Instructions, the Staff Alert,Starting Location and Destination.

Note 2: The Copy function is not available for Contractor Referrals since it makesno sense.

Make Repeating Copies

When you select this option, you will see the following screen:

Figure 3.43a – Copy a service request on a daily frequency

Begin by specifying the copy frequency:

Daily



Weekly Monthly Yearly

and the new start date and time for the recurring copies. Then specify the optionsthat pertain to the chosen frequency.

For Daily copies, you can copy the event every 1 to X days or on every weekday.For the Copy Range, specify a number of occurrences or the finish date. Amaximum of 50 copies can be made. The example shows a request that’s copiedevery two days for 10 occurrences.

Figure 3.43b – Copy a service request on a weekly frequency

For Weekly copies, you can copy the service request every X weeks, withindividual control over which days of the week will receive the copies. For theCopy Range, specify a number of occurrences or the finish date. A maximum of52 copies can be made. The example shows a service request that’s copiedevery other Thursday for the next 38 weeks (20 times).



Figure 3.43c – Copy a service request on a monthly frequency

For Monthly copies, you can copy the service request to a specific day of themonth and every X months. Or you can copy to the first, second, third, fourth orlast day of the week of every X months. For the Copy Range, specify a numberof occurrences or the finish date. A maximum of 24 copies can be made. Theexample shows a service request that’s copied to the second Tuesday of themonth for the next 12 months.

Figure 3.43d – Copy a service request on a yearly frequency

For Yearly copies, you can copy the service request to a day of a specific month.Or you can copy to the first, second, third, fourth or last day of the week of a



specific month. For the Copy Range, specify a number of occurrences or thefinish date. A maximum of 12 copies can be made. The example shows an eventthat’s copied to the first Sunday in June for the next 5 years.

The options to “Include Selected Service Providers” and “Include ServiceRequest Status” (described above) are available for all types of repeating copies.

Click Copy Service Request to initiate the copy.

VOLUNTEER SELF-SIGNUP

This Control Panel option is discussed in detail in Chapter 7.

OPEN PROVIDER REQUESTS

When a service provider calls to follow up on a phone call or email he or shereceived, ClubExpress provides a way to quickly find the open service requestabout which the provider is calling.

Select Open Provider Requests to view open service requests (those having astatus of Requested, Pending, or Confirmed.) You will see a screen similar to thefollowing:

Figure 3.44 – Open Provider Requests

The most common use of this screen will be to filter based on a Provider Name(and optionally on a date range and service type.) When you click the Filterbutton, the system will show all matching open service requests. Each servicerequest will be listed once but, as shown in the example above, it may includemultiple rows, one for each service provider linked to the request.



Click the underlined column headings to sort the grid in by that column. Click thesame heading again to reverse the sort order. An arrow will show the sortdirection. In the above example, the grid is sorted in alphabetical order by serviceprovider.

In the Maintain column, click the standard Edit icon to edit the service request.Click the standard Delete icon to remove just that provider from the request.



The following icons are available in the Service Provider column:

Click the Availability icon to adjust this provider’s overall availability. Click the Remove icon to remove this provider from the request. Click the Not Available icon to adjust this provider’s dates not available.

If you see a row without a provider listed, this represents an open servicerequests with no one currently linked to it.

REQUESTS WITHOUT A DATE

ClubExpress allows a service request to be created and saved without a date.This is necessary if you need to match the member’s need with the times when aservice provider is available (some requests, such as a visit to the grocery store,can be performed at different times.)

Service Requests without a date can appear on the main Service Requestscreen. You can also select this option to see a compact listing of theserequests. You will see a screen similar to the following:

Figure 3.45 – Requests Without a Date

You can optionally filter by Requesting Member and/or Service Type. Click theFilter button to apply a filter and the Reset button to clear the filter.

The system will show all matching service requests without a date. Click the Editicon to edit the service request. Click the Delete icon to delete the servicerequest. Once a date has been assigned to a service request, it will disappearfrom this display and be shown instead on the main services calendar.

Click the Copy icon to make copies of a service request. For more information oncopying service requests, see the section above. When you make copies, a dateand time must be assigned; the copies will disappear from this list. (Somevillages use this screen to store “template” requests for members that areneeded over and over again; when a request is needed, you copy it with aspecific date and time and the copy appears on the main Service Requestsscreen.



TO-DO LIST

Click the To-Do List link to see a screen showing open Contact Log and ServiceRequest items. You will see a screen similar to the following:

Figure 3.46 – To-Do List

The To-Do List can optionally be filtered by a date range. Click the Filter buttonto apply the filter and the Reset button to clear the filter. This screen shows itemsin four grids:

Contact Log – MembersContact Log – Prospective MembersContact Log – Non-MembersService Requests



Some of these grids will get quite long. Use the links at the top to jump to each ofthe four grids. The contact log grids are organized by Priority (Urgent, High,Medium, and Low.) The Service Request grid is organized by date and thenstatus.

The Contact Log grids will show three types of entries:

An original Contact Log Entry. When you click the Edit icon, the originalContact Log entry is displayed.

CL F/U as a Subject prefix – Followup from a Contact Log Entry. Whenyou click the Edit icon, a new contact log entry will be displayed for thefollowup contact.

SR F/U as a Subject prefix – Followup from a Service Request. When youclick the Edit icon, the original service request entry will be displayed.You will most often use this option after the service date to get ratingsand comments from the member and service provider(s).

If you change a Contact Log entry status to Closed, it will be removed from thelist.

The Service Requests grid will only show requested and pending servicerequests. When you click the Edit icon, the original service request entry isdisplayed. If you change the status to Confirmed, Completed or Cancelled, it willbe removed from the list.

Click the Delete icon to remove a contact log or service request entry.

Click Return to Previous Page to return to the Control Panel screen.



DATA EXPORTS

Click the Data Exports option to display a list of data exports.

Figure 3.47 – Service Request Exports

Select an export and optionally specify a date range, then click the Export buttonto save the export file to your local computer in CSV (Comma Separated Values)format, which can be opened directly in Excel, Access and many other programs.Use this option to copy service information down to your local computer for moredetailed analysis and reporting.

In version 7.5, the exports have been updated to add a number of columns andto ensure that information such as member names is shown consistently. A newexport showing Open Provider Requests has been added.



MEMBER PROFILE – MY SERVICE REQUESTS

When the Services function is enabled, members also have a special option intheir Profile screen – My Service Requests. Clicking this option displays ascreen similar to the following:

Figure 3.48 – Profile – Service Request History

For each service request, the system shows the request type, date and status.Click the double-down arrow beside each entry to display more information.

Click the Rating/Comments link to specify a rating and make comments. Thisoption is only available for Completed requests. The following screen isdisplayed:

Figure 3.49 – Add Rating/Comments



Members can click the rating stars to record a rating, and enter comments. Theywill click Save to save their changes and return to the Profile screen, or Cancelto return without saving.

Add Service Request

Instead of making a phone call, members can also initiate their own servicerequests through the system. Members do not pick a service provider; thatresponsibility remains with the village office. But they can request a specificservice around an approximate time. Clicking the Add Service Request buttondisplays the following screen:

Figure 3.50 – Add Service Request by member

The member will select a service from the drop-down list and request date andtime. They can also enter comments or more detailed instructions. When theyclick Save, the service is saved with a “Requested” status and it’s immediatelyvisible to the village’s admins. Requested services are not confirmed becausethe village still needs to screen the request and assign a service provider.

When this request is opened by an administrator, the requested date appears asread-only text above the actual date and time fields, allowing the village staffmember to work with the member and service providers to arrive at a final dateand time.

Figure 3.51 – Specifying the Actual Date/Time



EMAILING ENHANCEMENTS

ClubExpress provides a powerful Blast Emailings function, available underControl Panel – Communications tab – Admin Functions section – Emailings.

When Villages access this function, three special distribution list options areadded to the list of available options:

Fully Vetted Member Volunteers Fully Vetted Non-Member Volunteers Service Provides providing a specific service

When the last option is selected, a second drop-down list appears, allowing youto specify the service. This option can be selected multiple times to add multipleservices to the Emailing. In the example below, three services have been addedto the distribution list for an emailing.

Figure 3.52 – Emailing Distribution list

Note that if someone provides more than one of the listed services, they will onlyreceive one email. Duplicates are removed before sending.For more information on sending bulk emails to members and non-members, seeChapter 18 in the main Administrator Manual.

SYSTEM EMAILING ENHANCEMENTS

The Services and Service Requests module sends out a number of emails tomembers and volunteers. Many of these emails can be customized by going tothe Control Panel – Communications tab – Setup section – System Emailsoption. When you edit any of these emails, there is an extensive list of fieldsrelated to service requests that can be added to each email. For moreinformation, see Chapter 9.



AN IMPORTANT NOTE ABOUT SESSIONS

Some villages have come up with the bright idea of opening multiple windows ortabs in their browser and pointing each window or tab to their website, thenlogging in and going to the Member Services function so that they can managetwo or more service requests at the same time.

This is NOT recommended. Opening a new tab or window in your browser doesnot necessarily create a new session that is separate and distinct from thecurrent session. If you are managing separate service requests in each window,the service providers will become intermingled and possibly corrupted.

The most recent versions of every major browser have a special option thatforces a separate session to be created:

Microsoft Internet Explorer: File – New Session Google Chrome: File – New Incognito Window Mozilla Firefox: File – New Private Window Apple Safari: File – New Private Window



Chapter 4 – Hub-and-Spoke Functionality

INTRODUCTION

ClubExpress provides special functionality for villages that are organized arounda “Hub-and-Spoke” model, with a central office that handles all village operations,and satellite villages that operate locally, including their own members,volunteers, and contractors.

Some Hub-and-Spoke villages serve a large area (for example, a county thatcould be 20-30 miles across) while others serve a much smaller area (forexample, a collection of neighborhoods within a town or community.)

But in each case, members join at the “hub” or central village level. There is onewebsite, one set of member types, and one office where all service requests andmember contacts are handled.

Hub-and-Spoke functionality allows each member, volunteer, and contractor tobe assigned to a “spoke” or local community or neighborhood. These are called“Metro Areas” in the ClubExpress lexicon. Then, the main services calendar canbe filtered by metro area and when a service request is created, the list ofavailable volunteers or contractors can also be filtered by metro area to ensurethat only volunteers or contractors who are geographically close to the memberwill be contacted. However, you also have the option to search for and linkvolunteers or contractors who may be a little further away (for example, the “nexttown over”.)

Non-“Hub-and-Spoke” villages that just want to track the neighborhood where amember lives, within the larger service area of the village, can also use thisfunctionality.

ENABLING HUB-AND-SPOKE FUNCTIONALITY

In the Member Services function, select Service Options. Near the bottom of thescreen, you will see a check box to Enable Hub-and-Spoke Functionality. Checkthis box and click Save.

Figure 4.1 – Enable Hub-and-Spoke Functionality



CONFIGURING METRO AREAS

When this option is enabled, a new link appears in the Configure box forServices and Service Requests:

Figure 4.2 – Configure options

Select Metro Areas to see a screen similar to the following:

Figure 4.3 – Metro Areas

This is a list of Metro Areas. It’s a standard ClubExpress admin grid, with an AddMetro Area button, as well as Edit and Delete links. Clicking the Add buttondisplays the following dialog:

Figure 4.4 – Add/Edit Metro Area

Enter a metro area and specify whether it’s currently Active. You can use thisoption to disable a “spoke” village temporarily. Click Save to save your changesand return to the main grid or Cancel to return without saving.



ASSIGNING PEOPLE TO A METRO AREA

ClubExpress allows you to assign members, non-member volunteers, andcontractors to a metro area.

You can access these screens in different ways:

For members, go to the Member Manager, search for a member, thenclick Profile – Contact Info.

For non-members, go to the Non-Member Database, search for a non-member, then click the Edit (pencil) icon the Maintain column.

For both member and non-member (volunteers and contractors) serviceproviders, go to Member Services, then click the Service Providersoption. Search for a service provider then click the Edit (pencil) icon.

In each case, you will see a screen allowing you to update basic contactinformation. The address panel will look similar to the following:

Figure 4.5 – Assigning a Member or Non-Member to a Metro Area

Select a metro area from the drop-down list and click Save to save your changesand return to the previous screen, or Cancel to cancel without saving.



MANAGING SERVICE REQUESTS

When you add or edit a service request, Metro Areas will be displayed and usedin a number of places.

When you select the member for whom the service request is being defined, hisor her metro area will be displayed:

Figure 4.6 – Add/Edit Service Request

When you click the Add button to add service providers to a request, the ServiceProviders popup screen now includes a Metro Area filter.

Figure 4.7 – Filter Service Providers by Metro Area

The system will initially show the member’s Metro Area and any service providerslinked to that metro area (as well as service providers with no assigned metroarea. If you don’t find a match, you can select a different metro area (perhapsone immediately adjacent) to find additional matches.



And when you link one or more service providers to a request, the metro area isshown with each service provider:

Figure 4.8 – Link Service Provider to request

Service Request Calendar

The main Service Request Calendar can also be filtered by Metro Area, to showonly those requests in a specific “spoke” village.

Figure 4.9 – Filtering service requests by Metro Area

Reports and Exports

Metro area has been added to a number of reports and data exports.



Chapter 5 – Member Additional Contacts

INTRODUCTION

An important function for villages is to track additional contacts for a member, sothat village staff members know who to contact in the event of an emergency orquestions about a member. Additional contacts include family members, medicaland legal advisors, social workers and others who protect and look out for themember.

To access a member’s additional contacts, go to Control Panel – MemberManager and search for the member. Click the Profile link in the Maintain columnbeside the member’s name, then select Additional Contacts from the PersonalInfo section. You will see a screen similar to the following:

Figure 5.1 – Additional Contacts for a member

For each additional contact, the system shows the name, relationship, phone andemail. The “primary” contact is also flagged. You can click the name to see moreinformation such as their address. Click the standard Edit icon to modifyinformation on an additional contact, or the standard Delete icon to remove anadditional contact.

Add Additional Contact

Click the Add Additional Contact button to add a contact for a member. You willsee the following screen:



Figure 5.2 – Add Additional Contact

Only the first name, last name and relationship are required but we stronglyencourage you to complete as much information as possible to make eachadditional contact entry as useful as possible.

Check the “Primary Emergency Contact” box to flag one person to be called inthe event of an emergency.

The Relationship options are defined by ClubExpress. You should see everyrelationship you will need but if you need something added to the list, contactClubExpress.

Click Save to save the new additional contact and return to the list screen, orCancel to return without saving.



EMERGENCY CONTACT INFO

Note that ClubExpress also provides an option to add one emergency contact tothe member’s Profile. To enable this feature, go to Control Panel – People tab –Setup section – People Options. Scroll down the screen to see the EmergencyContact panel. You have three options:

Not shown Shown and optional Shown and required

Click Save at the bottom of your screen.

When emergency contact information is enabled, the following panel appears onthe member’s Profile – Contact Info screen:

Figure 5.3 – Emergency Contact Information

If the fields are required, a red dot will appear to the right of each field. A valuemust be entered in all of them.

When emergency contact information is specified, it will appear on the membercontact popup in the Member Manager, when you click the city/state for amember.



Chapter 6 – Find a Village Contractor

INTRODUCTION

Some villages prefer that all contractor requests go through the village office sothat village staff members can followup with members to make sure everythingwas satisfactory. Other villages allow members to look up contractors on theirown, from among the list of vetted contractors in each service. This modulehandles this need.

FIND A VILLAGE CONTRACTOR

This function can be found on the Control Panel – Communications tab. It is astandard module so it can easily be added to the members menu, available to beselected at any time.

There is no admin side to the function, just a user side. So clicking the Edit(pencil) or View (eye) icons display the same screen, shown below:

Figure 6.1 – Find a Village Contractor

Select a Service Category and the Service list will refresh to show just services inthat category. Select a service and the lower part of the screen will refresh toshow contractors who provide that service, as shown below:



Figure 6.2 – Find a Village Contractor - Results

Contractors are shown on a Google map. Below that is a listing showing the withthe company name and a contact person, address, and phone numbers. Buttonsare available to send an email and jump to the company’s website. If ratingshave been recorded for this contractor, they will also be shown, as will anyspecial discounts or programs for village members.

Google Analytics

Note that the Find a Village Contractor module is enabled for Google Analytics. Ifyour village has created a Google Analytics account, you can see when and howoften this screen is accessed by members looking for a contractor.



Chapter 7 – Volunteer Self Signup – $

INTRODUCTION

This function allows your volunteers to assign themselves for services requestedby members. Many villages are comfortable allowing certain types of services tobe self-selected by certain volunteers, without the village office and staff beinginvolved.

Important Note

This function was developed under a unique model: one village paid for it to bebuilt. If other villages want to use it, there is a one-time fee of $600. Half of thisfee is remitted back to the original village to reimburse them for their initialinvestment, while the other half is retained by ClubExpress to cover our time toconvert the function for use by your village.

And please note that this option is available for any kind of customization. If yourvillage needs a special function and you think that other villages might also beinterested, we can build this function for you, for a fee, then make it available toother villages for a fee that is then partly remitted back to you to reimburse youfor initially sponsoring the development cost. Who knows: if enough other villagesare interested, you end up getting the feature for free!



FOR NON-MEMBER VOLUNTEERS

Non-member volunteers who are fully vetted can be provided with a usernameand password to login just to the Volunteer Self-Signup screen. On the ServiceProviders screen, click the “gear with key” icon to send them a new usernameand password.

They will then use the following link to login:

http://www.myvillage.org/volunteerrequests

Use your village’s actual domain name or ClubExpress name in place of“www.myvillage.org” in the above URL. Note that the regular Member Login linkwill not work for non-member volunteers.

A special login screen is displayed prompting for the non-member’s usernameand password. This screen has a “Remember Me” option so that non-membervolunteers can login on a trusted computer without having to enter theirusername and password each time. It also has a Forgot My Username/Passwordoption and a separate link to redirect members to the correct login page for them.(Similarly, the standard member login screen has a link to redirect non-membervolunteers to this screen for their special login.)

Once this information has been entered successfully, non-members will see ascreen similar to the following (but hopefully with many more open requests!):

Figure 7.1 – Volunteer Self-Signup screen

The default view is Open Requests, showing those service requests waiting to befilled. For each service request, volunteers can see the requested date/time andwhether these are flexible, the approximate duration, the member making therequest, the general service requested, and the starting location and destination.For hub-and-spoke villages, the starting location will normally show the metroarea.

http://www.myvillage.org/volunteerrequests



At the top of the screen are the following buttons:

Availability

Click this button to adjust your availability by day-of-week and time-of-day. Thisinformation will be used by the village to match you to service requests at thetimes when you’re available and leave you off service requests when you’re not.You will see the following screen:

Figure 7.2 – Volunteer Availability

Each column represents a day of the week. Each row represents a general timeslot:

Morning – 8:00 AM to 11:00 AM Lunchtime – 11:00 AM to 2:00 PM Afternoon – 2:00 PM to 5:00 PM Evening – 5:00 PM to 8:00 PM Night – 8:00 PM to Midnight

For each intersection of a day and time slot, specify one of four availabilities:

Most likely available Backup – might be available Call me if really desperate Not available

If you are available from 10:00 AM until 1:00 PM on Tuesdays, enable yourselffor both the 8:00 AM – 11:00 AM and the 11:00 AM – 2:00 PM slots. You alwayshave the option to decline a 9:00 AM request and accept an 11:00 AM request.

This screen also includes shortcuts to configure a whole column at once (forexample, if you are never available on Tuesdays) or a whole row at once (forexample, if you are never available in the evenings.) Click Save to save yourchanges and return to the main Service Providers screen or Cancel to returnwithout saving.



Vacation Calendar

Select this option to specify individual dates where you are not available at all, forexample because of a family vacation, a semester break, or an exam period. Youwill see the following screen:

Figure 7.3 – Dates Not Available

Click an individual date to highlight it as not available. Click a highlighted date toclear it. Use the navigation buttons at the top of the grid to move between monthsor years. You can also specify start and end dates then click the Not Availableoption to highlight a larger range.

Changes are saved immediately; there is no Save option. Click the Clear AllDates button to clear all “not available” dates for this service provider (on allmonths/years, not just the one currently visible.) Click Return to Previous Pageto return to the Volunteer Self-Signup screen.

Contacts

Select this option to enter emergency and other contacts. You will see a standardClubExpress admin screen.

Change Username/Password

Select this option to display a standard screen to update your username andpassword. You can also click the Remember Me option to login automatically ona trusted computer.



Volunteer Logout

When you have finished reviewing requests, click the Volunteer Logout buttonat the bottom of the screen. Note that this special login does not grant non-member volunteers access to any other member features.

Signing Up for a Service Request

Click the Request Description (voice balloon) icon in the last column to see therequest’s Short Description in a small popup.

To see more details about the request and to sign up to handle this request, clickthe View/Select icon to see a popup dialog similar to the following:

Figure 7.4 – Volunteer Service Request Detail

Click the Confirm button to assign yourself to this service request. Click theCancel button to close the dialog without selecting this service request.

On the main screen, click the Search button to search within the list, which couldbe quite long. The following popup window will appear:



Figure 7.5 – Search for Service Requests

Volunteers can search by date range, day of the week, requesting member,starting location, the service requested, and the metro area for hub-and-spokevillages. Searches with multiple criteria are treated as AND conditions (allspecified conditions must be matched for a request to be displayed.) For admins,an additional option allows you to search based on Volunteer name.

Note that this screen displays service requests for all kinds of services and timeslots, not just the one(s) for which volunteers have registered. To put it anotherway, volunteers who said that they are only available on Tuesdays for Medicaltrips will see all kinds of service requests on all days of the week. This was doneto encourage volunteers to volunteer outside their normal comfort area or in casethey have additional time outside their normal availability times.



Completed/Past Requests

The Completed/Past Requests tab shows every service request that you havepreviously handled, not just the ones that were self-signed.

Clicking the View/Edit icon for a past request displays the following screen:

Figure 7.6 – Volunteer Service Request Detail

In addition to the basic service request information, this screen allows you towrite comments about the request or member and to enter actual duration,mileage, and expenses.

Committed Requests

The Committed Requests tab shows all your committed but not yet completedservice requests, not just the ones that were self-signed. (This third tab isespecially useful to check possible conflicts.) You can click the View icon to viewthe details of an upcoming request and have the system resend yourconfirmation email.

Note that the member’s name on this screen is a link that pops up the member’scontact information.



Modifying Date/Time Flexible Requests

If a service request “Is Date/Time Flexible” field is set to “Yes”, volunteers canmodify the date and time of a committed or completed service request, and alsorecord that the member has been contacted.

Figure 7.7 – Volunteer Self Signup option

If the date and/or time is modified, a confirmation message will be displayedwhen the Save button is clicked. This message displays the old and newdates/times. If the volunteer confirms the changes, the service request is flaggedat the member has been contacted and the status is automatically changed toConfirmed (if it isn’t already.)

Note that this option is only available if your village has set the Advanced Optionsflag to “Yes” on the Service Options screen.



FOR MEMBER VOLUNTEERS

When Member Volunteers who are fully vetted login and go to their Profilescreen, they will see an additional option:

Figure 7.8 – Volunteer Self Signup option

When they select Volunteer Self-Signup, they will see the same screendescribed above, allowing them to view and register for open service requestsand to view past and committed requests.



FOR ADMINS

Administrators and Service Request Coordinators will see the Volunteer SelfSignup option in on the main Services and Service Requests screen. Clicking itdisplays the same screen described above, showing all open service requestsand the search panel to filter the list.

Two new buttons are shown for full administrators and village servicecoordinators

Figure 7.9 – Volunteer Self Signup Button Bar

Email Open Requests

This button also only appears for full administrators and village Servicecoordinators. For non-Hub-and-Spoke villages, clicking this button sends anotification email listing open requests based on the current search criteria to allvolunteers. If no search criteria have been specified, all open service requestswill be included in the email.

For Hub-and-Spoke villages, clicking this button displays a popup to allow theadmin or coordinator to select a metro area. The email will contain a list ofservice requests for the specified metro area and will only be sent to volunteerswithin that metro area.

As a matter of village policy, you should decide who is allowed to click thisbutton, to ensure that volunteers do not receive too many repetitive messages.



Message of the Day

Clicking this button opens a content editor window, allowing you to enter amessage that will appear on the VSS screen for all volunteers. Use this functionto notify volunteers about current developments or issues.

Figure 7.10 – Message of the Day

Assigning a Service Request

When admins click the View/Select icon, their version of the Service RequestDetail dialog includes the ability to assign that service request to a specificmember or non-member volunteer from among the fully vetted volunteers whoprovide this service.

Figure 7.11 – Select a Volunteer for this Service Request



VSS Signup Log

Every time a volunteer signs up (or is signed up by an admin) for a servicerequest, an entry is made in a new VSS signup log. It contains the followinginformation:

Date/Time of Service Request Date/Time of Service Request Creation Volunteer Name User who assigned the volunteer to the Service Request (blank if the

volunteer signed themselves up) Member Name Service Title Start Location Destination

The Services and Service Requests Export screen allows admins to export thisdata to a CSV file.

Google Analytics

Note that the VSS module is enabled for Google Analytics. If your village hascreated a Google Analytics account, you can see when and how often thisscreen is accessed by volunteers looking for potential assignments.



Chapter 8 – Become a Service Provider

INTRODUCTION

This module can be placed on the public side of your website. It allows non-member volunteers and contractors to register to provide services to villagemembers.

Once the two-page form is completed, people and companies that sign upthrough this form are added to your non-member database with a status of “NotFully Vetted”. An email is sent to a designated staff member to let you know thatsomeone has signed up using the form. This tells you to begin the vettingprocess, including whatever interviews, references, and background checks needto be performed.

CONFIGURING THE MODULE

Become a Service Provider can be found on the Control Panel – Services tab –Admin Functions section. Click the Edit (pencil) icon to see the following screen:

Figure 8.1 – Become a Service Provider – Options



The editor panel allows you to define preamble text that will be displayed at thetop of the module. Use this section to explain to potential volunteers andcontractors how the vetting process works.

You can enable this module for non-member volunteers only, for contractorsonly, or both.

You can also specify a staff member or administrator who will be notifiedwhenever someone completes the form. Click Save to save your changes andreturn to the Control Panel, or Cancel to return without saving.

Once you are done, the module can be added to the public menu. (It makes nosense to add it to the members’ menu, since this feature is specifically for non-members and contractors.) It can also be linked to a button placed on the homepage or a custom page.

IN OPERATION

When someone clicks the link, they will see a screen similar to the following:

Figure 8.2 – Become a Service Provider – Basic Info



Users will see your preamble text at the top. If this option is enabled for bothvolunteers and contractors, they need to select one option and then add theirbasic contact information.

Clicking Next takes them to the second wizard screen, similar to the following:

Figure 8.3 – Become a Service Provider – Services

This screen lists the services provided by the village. Volunteers and contractorscan check off one or more services that they are willing or qualified to provide tovillage members.

Clicking Submit enters this information in the database; clicking Cancel cancelsthe operation and returns the user to the home page.

Google Analytics

Note that the Become a Service Provider module is enabled for GoogleAnalytics. If your village has created a Google Analytics account, you can seewhen and how often this screen is accessed by potential volunteers andcontractors interested in providing services to village members.



Chapter 9 – Customizing Service Emails

ClubExpress allows many system emails to be customized, including emailsgenerated by the Village Services modules.

This is done on the Control Panel – Communications tab – Setup section –System Emails screen. The following services-related emails can be customized:

Become a Service Provider Notification to Admin Become a Service Provider Notification to Service Provider Send Request to Service Provider Service Request Cancellation by Member Service Request Cancellation to Member Service Request Cancellation to Service Provider Service Request Confirmation to Member Service Request Confirmation to Service Provider Service Request Confirmation to Volunteer Provider (VSS) Service Request Not Needed Volunteer Password Reset (VSS)

A number of custom ~~tags~~ can be added to or removed from service requestemails, including the following:

Service Name Service Date/Time Service Provider First Name Service Provider Name Service Provider Phone Service Provider Cell Phone Service Provider Email Address Requesting Member First Name Requesting Member Name Requesting Member Address Requesting Member Location Requesting Member Phone Requesting Member Cell Phone Requesting Member Email Address Instructions Short Description Office Phone Destination Name Destination Address1 Destination Address2 Destination City/State/Zip Destination Phone Destination Website Destination Metro Area



Destination Map Link Starting Location Date/Time Flexible Service Request Number Service Date/Time (long format) Special Instructions Transportation Type

Note that the Destination Map Link option is new in version 7.5. Adding it to aservice request confirmation email will include a Google Map icon in the emailsent to the service provider. Clicking this icon opens a browser window showingthe location of and directions to the member’s house.

Documents

Manual v9.0 190711 Village Special Featuress3.amazonaws.com/...Village_Special_Features...Village Special Features Manual Version 9.0 – July 11, 2019 ClubExpress was developed and