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