ActiveNet Customer Account Creation

• System Requirements: Clear cookies wewekly for ActiveNet functionality

Active Net Trainer Key

• Active Net Trainer Login:
• Username: trainer
• Password: trainer1
• Override username: approver
• Override password: approver4
• Credit card practice number: 4111 1111 1111 1111 Exp: 10/21 Type: Visa

Creating a Customer Account - Tips

• Search before adding a new customer
• Use the GIS database (selecting the binoculars) for addresses
• GIS is used to:
• Standardize addresses
• Establish residency
• Set council district
• Enter apartment number next to the street address on the first line after using GIS
• Homeless customer default address:
• 000 E. Santa Clara St. San Jose, CA 95113
• Leave the Council District Blank
• Check the box for "Resident"
• Uncheck "Promotional Postal Mail"
• Use the center's number if a customer lacks a phone number
• Only manually enter council district when the customer lives “Out of City”
• Do not delete customers
• Do not remove a customer from a family unless certain
• Removing a customer from a family does not delete the customer from the database
• When entering information, NEVER use all caps or all lowercase letters, first letter should always be capitalized (i.e. Mickey Mouse).
• Do not use the “Sounds Like" box
• Fill in Home Phone number, never leave it blank
• Correct email addresses allow customers to receive receipts and promotional emails; avoids bounced emails
• Always answer special accommodations question, if left blank on the registration form type in “Unknown”
• Linking family members together is important to avoid duplicate accounts and to make it easier to select the payer
• Default Birthdates for customers who do not supply their DOB:
• Adults: 1/1/1988
• Active Adults: 1/1/1955
• All Children Must provide a DOB
• Staff can create logins for a customer to access their online account, this avoids duplicate accounts and gives access to transaction history and membership discounts
• Staff security question: “Why California?” the answer is Sacramento (all in lower case letters)

Customer Checklist

• Add a new customer as a single person
• Add a new customer and attach at least one family member
• Scenario: Assume a person's name that's already in the system is spelled wrong, Change existing customer's name to the correct spelling. (located under “Change Details")
• Look up a customer and see the family members attached to their family members
• Update an existing customer's address, without updating their family members
• Update an existing customer's address as well as their family members
• Look up an existing customer's payment and transaction history

Enrolling a Customer - Tips

• Never register a customer by phone (liability form)

• Double-check correct workstation

• Wrong workstation: cash drawer won’t open, money won’t balance

• Activity number first three numbers: center code; middle number: the season; last four: activity class

• Read overrides for problems

• Remember to use “Same Customer”, “Same Activity”, and “Enroll” buttons

• Always select “Enroll” to view the transaction before paying

• Verify the transaction with your customer before charging them

• Always select the dollar sign ($) in the payment screen so the amount owed will appear

• Register customers for other classes being held at different community centers

Enrollment Checklist

• Enroll an existing customer in the database in an activity and have the same customer pay
• Enroll a new customer in an activity and have the same customer pay
• Enroll a customer (new or existing) into one activity and add a new customer as a payer but attach the payer to the participant
• Enroll the same person into two different activities
• Enroll two different people in the same activity
• Enroll two different people in two different activities
• Enroll one person in an activity, for payment split the payment into two types
• Enroll one person in an activity, for payment, select two different people to pay on one receipt
• Enroll a customer from the wait list
• Find the receipt for one of the customers that you enrolled
• Transfer a customer from one activity to another activity that costs MORE than the original activity
• Transfer a customer from one activity to another activity that costs LESS than the original activity
• Always give the tax I.D with the disclaimer: “We are not a licensed daycare”
• Tax I.D: 94-6000-419
• Give to customers with children enrolle in afterschool, preschool or summer camp

POS (Point of Sale) Checklist

• Sell a POS item by using the three different payment types
• On one receipt, sell a POS item and enroll a customer in an activity

Memberships - Tips

• Senior memberships only valid at the center where it was bought
• Senior memberships are valid January-December
• A parent should always be attached when enrolling a teen for teen memberships
• Teen memberships valid at participating Teen Centers
• Fitness memberships are monthly or yearly from the date bought
• Senior pass cannot be used at a different community center

Memberships Checklist

• Sell membership (Senior, Teen or Fitness)
• Produce a pass with a picture
• Validate pass
• Run a “Cash Receipt” or “Cash Distribution by Account” to reconcile daily report
• Under "Payment Types” select “CASH & CHECK”
• Staff should be aware of the refund/transfer policy
• Found in brochures, receipts, posted in office, or you can contact Activenet admin unit

Refunds, Cancellations, and Voids

• Must be in writing 14 calendar days prior to start day of class (an email is OK)
• $10 processing fee per class per child for refunds
• Never refund cash even if they paid with cash, even if it was that same day
• Credit card payments get refunded to the same card (1-2 weeks)
• Cash or check payments get a check from city hall (6-8 weeks)
• Voids can only be made on that same business day

Reports Checklist

• Run an attendance report for an activity
• Run a daily attendance report for an activity
• Run a brief roster for an activity
• Run a cash by account report for a day
• Run a facility report
• Tips for Reports - For close out reports choose either Cash Distribution by Account or Cash Receipts
• Scholarships list: Contact supervisor for info or Rec Support 408-793-5565 with questions
• Citywide Scholarship
• Leisure Camps Scholarship
• Leisure Classes Scholarships
• The Camp San Jose Scholarship
• The FIT Camp Scholarship
• The ROCK Scholarship
• The San Jose Recreation Preschool Scholarship
• The Active Adult (50+)
• The Aquatics-Santa Clara Health Foundation Scholarship
• The Parks Camp Scholarship

Scholarships - Tips

• Scholarships expire December 31st of that year
• Photocopy of their I.D is not necessary
• Always make a copy of the Original documents
• Never accept copies from the customer because the documents could be altered
• Proof of residency must be Within the last 60 days
• Free or Reduce lunch forms qualify as restricted income and proof of residency
• Summer camp payments due three weeks prior to the start date of each week
• Customers may have more than one scholarship
• Each community center should have a scholarship binder to refer to when accepting applications to see the different types of acceptable and unacceptable documents.

Scholarship Checklist

• Check the customer's profile if they already applied for the current years' scholarship:
• Customer > Customer Lists > List Custom Questions
• Enroll a customer who is applying for the Citywide Scholarship under 777.7.7777
• Enroll a customer that has already been awarded the Citywide Scholarship into an activity
• Make sure you manually checkmark the correct scholarship box upon the enrollment fees screen. City Wide scholarship covers 75% of the class total.
• Enroll a customer who is applying for the Active Adult (50+) Scholarship under 888.8.8888
• Enroll a customer who has already been awarded the Active Adult (50+) Scholarship into an activity
• Make sure you manually checkmark the correct scholarship box upon the enrollment fees screen. Active Adult scholarships cover 50% of the class total.
• Enroll a customer who has been awarded the Camp San Jose Scholarship into Camp San Jose
• *Manually check the “Camp San Jose” box. Verify that the customer is paying the correct amount and that the customer is left with the correct balance.
• Enroll a customer who has been awarded the FIT Camp Scholarship into FIT Camp
• *Manually check the “FIT Camp” button. Verify that the customer is paying the correct amount and that the customer is left with the correct balance.
• Enroll a customer who has been awarded a Free Lunch- ROCK Scholarship into ROCK
• *Manually check the “ROCK- Free Lunch” box.
• Enroll a customer who has been awarded a Reduced Lunch- ROCK Scholarship into ROCK
• *Manually check the “ROCK- Reduced Lunch” box.
• Enroll a customer who has been awarded a Free Lunch- SJ Recreation Preschool Scholarship into San Jose Recreational Preschool
• *Manually check the “SJ Rec. Preschool- Free Lunch” box.
• Enroll a customer who has been awarded a Reduced Lunch- SJ Recreation Preschool Scholarship into San Jose Recreational Preschool
• Manually check the “SJ Rec. Preschool- Reduced Lunch" box.

Procedure/ Testing Schedule

• Step 1:
• The immediate supervisor must make the initial request via email, ensure supervisor is aware
• Staff will be sent a meeting request (1 ½ to 2 hours for testing); Staff responsible to notify supervisor of test date and time
• Step 2:
• Email Alysia Ramirez (Alysia.Ramirez@sanjoseca.gov)
• Staff must have a City email account, made by site supervisor to IT HelpDesk
• Step 3:
• Upon completion staff will:
  • Be informed of passing
  • If failed, review all missed questions and be informed of what to practice
  • When staff is ready to retest, send an email to schedule a new test date
• Testing Location: Almaden Winery Community Center | 5730 Chambertin Dive, San Jose Ca, 95118 |P. 408-535-3575
• Staff requesting a test should have practiced in the trainer using the practice material emailed to their supervisor. NEVER have ANYONE Train in the LIVE SITE!

Testing Schedules

• Basic Test
• Rec Leaders, “B” Rec Leaders, and Senior Rec Leaders
• Tuesday two tests: 9:00 am; 3:00 pm
• Wednesday two tests: 9:00 am; 3:00 pm
• Admin Tab Test
• Supervisors and Recreation Specialists (Tabs for Leisure, Gerontology, Therapeutic, Etc.)
• Facility Reservation Tab Test
• Facility Reservation, Sports Field Reservation, and Picnic Reservation Staff (Rental)
• Thursday: 10:00 am-2:00 pm

Additional Training Tools - Intranet

• City of San Jose INTRANET
• Use links below for screenshots and step-by-step instructions
• Reminder: Screenshots change based on updates
• Contact Alysia.ramirez@sanjoseca.gov with questions or need support
• Practice Training Screen shot locations on Intranet
• Departments> PRNS >Training & Training tools > Under “How to use Active Net":
• Entering A Customer into Active Net
  • Screen shots for Customer
  • CUSTOMER-Adding a New Customer"
• How to enroll someone into an activity
  • Screen shots for Enrollment
  • Enrollment- Enrolling a customer into an activity
  • Enrollment- Add a customer to wait list
  • Enrollment-Enroll from wait list
  • Enrollment- Pay on account regular.
• How add Memberships and create Memberships
  • Screen shots for Membership
  • Membership-Fitness Pass Validation Profile
  • Membership-Selling, Printing Pass and Validation
  • Membership- Troubleshooting with Data Card Printer
• How to Run Reports:
  • Reports-Attendance Sheets
  • Reports-Attendance Sheets CU
  • Reports-Rosters
  • Reports-Activity Overview RP
• Scholarships:
  • Scholarship-Checking Status
  • Scholarship-Adding Customers scholarships app into Active Net.
  • Scholarship-Enrollment with a scholarship.
  • Scholarship-Checking Status