Team:Membership

Aim

The aim of the Membership Team is to be first response for all membership queries by email, as well as handle tours and any queries relating to membership by users.

Scope

The Membership Team is responsible for:

• Running regular Tours for prospective members
• Supporting open days and public events by providing tours to non-members
• Training new team members on how to provide adequate tours
• Ensuring the wiki is up to date with useful New Members information
• Help to set up RFID cards for new members
• Respond to emails sent to membership@nottinghack.org.uk
• Check and approve contact details submitted by members. This means confirming that new members have provided a real, identifiable address (i.e. a matching street address and postcode) and a full real name as opposed to a partial name ("John" instead of "John Doe") or nickname ("Bloggy-Blog Jayjay the Third" instead of "Jane Bloggs"). The membership team does not have to verify that a new member is using their real legal name or address.
• Monitoring stock of RFID cards
• Purchasing additional RFID cards
• Assisting existing members who have problems with their RFID cards

Out of scope

The Membership Team is not responsible for:

• Members boxes are purchased by Team:Snackspace. Please let them know if they run low.
• Audits of members boxes should only be done by Trustees, who keep a log of who has been contacted.
• Running workshops or events
• Sending out the newsletter/communications (responsibility of the Communications Team)
• Marketing to new members

Timescales:

• Email queries must be responded to within 48 hours
• Contact details must be approved within 24 hours
• One member of the membership team needs to be in the space every Wednesday to run the regular tour from 6:45PM, and until the tour is completed and all prospective members have left the space.

Issues:

There must be at least 4 people on the Membership Team to ensure one person can attend once per month on a Wednesday. Solution: Rota to be in place to ensure coverage. Discord to be used to discuss absences If the Membership Team fails, new members may not receive a high quality tour on arrival. Solution: Ensure tour handbook is up to date and those members giving tours are comfortable and aware of the handbook. If the Membership Team fails, new members may not be able to receive their RFID card and be inducted into the space. Solution: Ensure this process is documented and accessible via Discourse/elsewhere If the Membership Team fails, new members may not be approved or given the correct information to set up their standing order. Solution: Ensure this process is documented and accessible via Discourse/elsewhere Solutions are in place to ensure these points of failure do not occur. Support may be needed from other members/Trustees on recruiting high quality staff for the team.

Person Specification

In order to be on the Membership Team, you must:

• Be fluent in English
• Be confident when dealing with people of varying ages and backgrounds
• Be understanding of different cultures and capable of dealing with people without causing offence
• Be able to attend at least 1 out of every 4 Wednesday evenings
• Be able to attend Open Days/Events as much as possible, discussing presence required on Discord beforehand
• Be comfortable using Discord as a means of communication
• Be happy to follow the guidelines in the Hackspace Tour Guide without deviating off the content outlined in the guide to any extreme
• Be clean and well presented in order to provide prospective Hackspace members with a good impression of the Hackspace

You will be removed from the Membership Team if:

• You fail to attend your allocated Wednesday monthly/Open Day without good cause
• You fail to respond to important queries from the other members of the team/emails by the deadline given in each email.
• You behave inappropriately towards other members of the Hackspace/prospective members
• You go AWOL for 10 weeks with no notice on Discord or via email communication

Membership Team members will:

• Have access to HMS in order to register new members
• Have access to HMS in order to approve contact details
• Receive the membership@nottinghack.org.uk emails
• Have access to HMS in order to check PIN numbers and assign new RFID cards for members
• Be able to reset PIN numbers for members that have lost their RFID card/got a new card
• Have access to the Membership Discord

Rota for weekly Membership Tours

Weekly Rota