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Kin 255 > Chapter 15: Registration Procedures > Flashcards

Chapter 15: Registration Procedures Flashcards

1
Q

registration

A

developing a list of people qualified to participate in a specific program

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2
Q

registration is inconvenient and therefore should

A

not be undertaken unless it is necessary

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3
Q

there are tradeoffs between participant convenience and

A

having a manageable, well organized registration with adequate cash collection procedures

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4
Q

why is it important for registration to be handled well

A

sets the participants perception of the organization

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5
Q

registration for the agency should result in

A

accurate class lists for each program and a confirmation of enrollment provided to each participant

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6
Q

what is a major consideration for conducting registration

A

collecting fees and implementing good cash control with proper accounting of funds

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7
Q

registration is necessary for the following 5 reasons

A
  1. participants may be required to pay a fee to participate
  2. the number of spaces is limited
  3. places in the program are expensive to provide
  4. some special qualifying procedure for admission to a program is required
  5. agency needs specific info from partcipants
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8
Q

reason 1: there is a fee

A

these programs require registration because only those who have paid the fee are allowed to be in the program

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9
Q

reason 2: limited space

A

if a program has limited capacity, participants should secure themselves a space by their position in a queue or some other qualifying method

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10
Q

agencies need to limit participation to

A

maintain the leisure experience

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11
Q

to have a program be successful it may be necessary to

A

limit the number of people to avoid overcrowding for a specific type of activity

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12
Q

reason 3: expensive program spaces

A

due to the expense of program spaces it is necessary to know the number of participants

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12
Q

reason 4: pre-requisites

A

for some programs you need to have special qualifications
in these cases, a list of those qualified must be developed

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13
Q

reason 5: collect information

A

many rec centres require participants to register during their first visit so that info such as name, address, phone number etc. can be obtained

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14
Q

registration should be conducted to

A

maximize convenience for participants rather than for staff

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15
Q

what should be convenient for participants

A

the timing and location of the registration

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16
Q

7 methods of registration

A
  1. online
  2. central location method - walk in
  3. program location method - walk in
  4. mail in method
  5. phone in method
  6. fax in method
  7. combination of methods
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17
Q

what is the most common method of registration today

A

online registration

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18
Q

after completing registration online

A

participants receive a confirmation and a receipt

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19
Q

why is asynchronous online method especially convenient

A

registrants are not limited to open hours of registration operation
they can register 24 hours a day, 7 days a week

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20
Q

advantages of online method

A

receive automatic confirmation
form is easy for people familiar with computers
agencies collect info about their participants without staff having to input data
fee collection is with bank or credit cards; therefore no cash needed

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21
Q

disadvantages of online method

A

can be problem for people without computer access
poorly designed websites can result in poor public relations
forgotten passwords can cause disruptions to agency staff (provide online password)

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22
Q

central location method - walk in

A

when registration for many different programs take place at a central location such as rec centre, school, or other facility

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23
Q

considerations for central location method

A
  • adequate parking
  • lineups well organized
  • staff members properly oriented and trained to answer questions
  • must have centralized cash collection so that money collected goes to proper accounts
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24
advantages to central location method
- all registration is one time one place - easiest for agency to advertise and supervise - can make registrations an event celebrating agency and its programs - centrally located staff member can serve participants better and answer questions - excellent cash control
25
what does cash control minimize opportunity for
embezzlement, enables security of cash and makes it easier for agencies to supervise the posting of payments to proper accounts
26
disadvantages of central location method
- participants do not see program meeting place or meet program staff - can mean longer lines with accompanying frustrations if not well planned and managed - with so many program ledgers and without good accounting procedures, staff can mix up registration fee accounts
27
program location method - walk in
registration takes place at the program site, such as a swimming pool, tennis court, or playground
28
advantages of program location method
- registrants become familiar with program site - affords a good opportunity to meet and interact with program staff - first two importnat for young children - no delay in registering while waiting for people who are registering for other program
29
disadvantages of program location method
- requires travel time between various registration locations and standing in more than one line up if registering in several programs - more difficult to supervise - problems associated with cash collection and cash control increase when in several locations
30
mail in method
participants complete a registration from and mail it, along with any payment required, to the agency
31
centralized mail in method is accessible to
people throughout the community
32
advantages of mail in
- convenient becuase it requires little of participants time - allows flexibility in scheduling staff to process registrations - payment accepted with mail in is something other than cash, eliminates need for agency to supervise cash collections
33
disadvantages of mail in
- allows no interaction between staff and participants - questions, participants must place a phone call - location of program not seen - if agency accepts credit card payments, a return receipt will need to be mailed or emailed
34
what is phone in method often used by
smaller agencies or local registrations at a community rec center and usually does not include using an automatic phone registration system system only available when agency open and staffed
35
advantages to phone in
- up-to-date registration status - do not have to manage lineups (need to queue phone calls though)
36
disadvantages of phone in
- no face-to-face interaction - do not see program location - if fee involved, collection is a problem unless accepting credit card payments - receipts need to mailed or emailed - if registrants do not pay, may not appear when program begins, and generally should not be allowed to participate until they pay
37
fax in method
participants complete registration form the same as the mail in method but must supply their credit card info on the fax form fax complete registration form to agencys facsimile machine
38
advantages of fax in
convenient- can fax anytime always open- can receive anytime no need to manage queue also provides a way of knowing the order of registrations
39
disadvantages of fax in
no interaction between staff and participants no opportunity to answer questions program location not seen receipts to be mailed
40
combination method
the agency may permit people to register using some or all of the methods outlined
41
advantages of combination method
- participants have great flexibility and opportunity in completing registration - in making convenient, agency maximizes its chances of fully enrolling its programs
42
disadvantages of combination method
- when accepting from several locations, lists can be confused and programs overenrolled unless carefully coordinated - participants may be confused about which method to use
43
solutions to lists being confusing because of combination method
use remote computer terminals with a centralized database for maintaining rosters allocate a given number of space in each program to each registration locations
44
two objectives of registration form
1. keep it simple 2. obtain as much info as possible for use in identifying participants and marketing
45
what to include on registration form
- date - registrant name, address, phone - program - fee - to whom the check written to - what to expect after registration - liability release form - info about method of pay - where to send registration
46
liability release form
completion as part of registration is standard procedure agency will ask you to read, sign, and date release of liability and assumption of risk agreement stating you understand risks posed by activities and agree to waive all claims for damages minors must have guardians sign
47
distribution (registration form)
need to get the advertising brochures into hands of target market municipal make sure every resident gets a copy whereas private organizations use mailing lists
48
timing of registration
ideally should be possibel when participant receives brochure or shortly after many indicate start date for registration so it is fair to all
49
fees
participants are not officially registered until they have paid fees sometimes agencies have differential pricing (members vs non-members) how fees will be refunded should be included
50
credit cards
accepting credit card payments increases the agency's customer base however most companies charge fees making it more expensive to accept and reducing fees typically cost agency 3-5% of sales
51
cancellations and refunds
ensure inclusions of min. participant enrollment is in the brochure ensure participants know procedure if class does not meet min. should give full refund for class cancelled ensure they know what agency going to do with registration if class full (waitlist)
52
why should agencies make it known their policy regarding cancellation of participants spot in non-fee programs
because no shows can be a difficult problem with a limited number of spaces, when demand is high,, and when no fee is charged
53
transfers
some agencies allow people who are already registered to transfer their registration to another class with available space prior to beginning need to state terms of the offer
54
guarantees
some agencies offer a guarantee of satisfaction
55
software packages are available to
computerize registration processes
56
what is important to do for computerized registration
train staff who will use the system to minimize problems that my occur during program registration
57
using computer software, programmers are able to:
monitor class lists and waiting lists maintain accident report records and liability waivers use mail merge functions to target specific populations or for previous customers track age and ability restrictions, instructors, and resident/non-resident restrictions process payments, refunds, transfers, and cancellations
58
registration considerations
- have adequate staff on hand - schedule staff appropriately- when target market available - orient and train staff to answer questions - organize lineups so they are efficient and effective - have clear and simple registration forms - instruct cashiers on how to handle payments - have additional staff to answer phones - adequate pens and space to complete forms
59
lineups can be anxiety producing so it is important to
be intentional about this aspect of the participants experience first contact with your program so needs to be properly managed
60
for sources of stress associated with being in lineups include
line jumping guarding your own territory must be in correct lineup for service desired not knowing the wait time
61
considerations for stress-free queues
1. register in order of arrival 2. improve speed of service 3. assure certainty of service 4. start service while waiting in line 5. post time required in queue 6. move forward to point of service 7. make the queue fun
62
how to register in order of arrival
number taking system
63
how to improve speed of service
eliminate repetition process
64
how to assure certainty of service
if people know there are enough services to meet their needs anxiety will be reduced
65
how to start service in line
distribute forms, instructions about event, brochures for other events
66
how to make queue fun
provide food or drink to those in line

Kin 255 (23 decks)

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