IMPORTANT: To be eligible for pay this report and all corresponding procedures must be completed THE SAME DAY that the UPC occurred.
Communicate with facility management to determine length of pool closure. If the closure is for an undetermined period of time (i.e. power outage or weather) use your best judgment when making cancellation decisions. If a cancellation occurs mid-lesson and affects more than 50% of the clients allotted time the following procedures should be followed. Otherwise, the coach should confirm attendance as normal.
Create a PUBLIC NOTE in Pike13 (an email is automatically sent to all registered clients) detailing the reason for the cancellation. An example would be:“Unfortunately classes today have been cancelled due to a power outage at the pool. We will be issuing an additional Class Pass into your account, valid for the next 6 months, which you can use to make-up the session.”
CALL all affected clients using the phone number listed under the account manager's profile and leave a detailed message if the client does not answer.
POST a notice on the appropriate social media channels, if deemed appropriate.
LEAVE THE CLASS ATTENDANCE ALONE: Do NOT check in the clients or confirm attendance. Do NOT cancel or remove the event from the calendar.
SUBMIT THE UNEXPECTED POOL CLOSURE REPORT: Management will then cancel all affected services and issue single-use make-up passes (valid for 6 months) to all monthly plan holders. Pass holders will retain their pass for future use.
** Since the company operates out of multiple locations, it MAY be possible to move the client to a different facility, day or time. If the coach wishes to explore this option, please get management approval first. This action should ONLY be done if the participant agrees to the change, otherwise the default will be to assume the service will be cancelled and NOT rescheduled.