Template: Volunteer Check-In Instructions

Use this template to create instructions to print out and give to your check-in volunteers.

Before the event, create a simple one-pager (front and back) using the below template that you can print and give to your check-in volunteers to help during check-in. Feel free to edit the template based on your check-in process. 

Check-In Instructions (Front):

1. Go to esm.trellis.org, sign in, then go to Check-In Tool.

2. Search for an attendee by last name

   1. If they are not there, search for the person who purchased their ticket.

3. Verify that the attendee's email, phone, and credit card on file are correct.

   1. If no: click View More > Edit Attendee to update.

   2. Note: A unique email address is required to save a credit card. If a unique email is missing, the attendee will say "reassign".

4. Ensure the attendee has a paddle number. Click Edit Attendee to add or update the paddle number.

   1. Note: Paddle numbers are tied to credit cards. Make sure all attendees have paddle numbers and that they receive the right paddle.

5. Click Check-In. The attendee will be emailed and texted a sign-in link.

6. Now save a credit card to the attendee. The system will prompt you if there isn't one saved.

7. Finally, ask the attendee to view their texts/emails and click the sign-in link.

Special Circumstances (Back)

If spouses are bidding/paying together:

Ask which spouse would like to save a credit card, then check in that attendee first. Ensure that attendee has a unique email and saved credit card. Assign the paddle number to that attendee only. Once finished, check-in the other spouse. You do not need to gather their information or save a paddle. You may leave them as "Reassign". 

If an attendee is not in the system:

Stay calm and polite — make the guest feel welcome and not like they’re causing an issue. Confirm the spelling of the guest’s name first. Then ask if they are here with a specific table, sponsor or group. Check if they are listed under someone else's name. If they still aren’t found, politely direct them to the event organizer or backup station. The guest can then be added to the system using the Add Attendee function and the event organizer can find them a table.

If an attendee does not have a table number assigned:

Confirm with the event organizer - they can help find a place for the attendee to sit.

If an attendee does not have a paddle number pre-assigned:

Create a paddle for the attendee and ensure their paddle number is saved to their attendee record. 

If an attendee does not want to give their email:

An email is required to save a payment method and send receipts. If they still decline, ask for a phone number instead. One form of contact information is required.

If an attendee does not want to give their credit card:

You can say, "Saving your card now makes your night really easy — you won’t have to pull out your wallet every time you want to bid, buy, or donate. Everything you do tonight will link automatically to your paddle number." If the guest still doesn’t want to: “No problem at all — you’re welcome to check out manually later if you prefer."

If there is a glitch:

Try hard refreshing your browser to clear your cache. On Mac: Press Command (⌘) + Shift + R. On Windows: Press Ctrl + Shift + R. 

Special attendees and handling:

• [Attendee name]: [Instructions]
• [Attendee name]: [Instructions]