What is the Onboarding System and why was it introduced?

The onboarding system streamlines how new youth members join Scouts Victoria. It reduces paperwork and manual data entry for Group Leaders by automating registration, trials, and payments. It also helps families join quickly and ensures consistent communication.

When did the system go live?

The system launched on July 1, including updates to both the website and Extranet.

How do parents start a trial or join?

Parents can choose between a three-week trial or joining immediately when filling out the online form. They enter youth and parent details, including medical information and emergency contacts. Once submitted, automated emails go to Section Leaders and the Group Leader.

Can Group Leaders extend trials?

Yes. Group Leaders can extend a trial for an additional three weeks directly from the dashboard. If a longer extension is needed (for example, due to holidays), contact Member Services to set a custom end date.

What happens to trials started just before school holidays?

Trials started in the last two weeks of term automatically pause and restart in Week 1 of the next term so families don’t lose trial time. However, if you’d prefer they start earlier, contact families directly to confirm participation.

What if a trial expires before they return?

If a trial expires, parents need to start a new trial. Group Leaders cannot reopen expired trials.

Are trial participants covered by insurance?

Yes. All participants in a Scouting activity are covered by Scouts Victoria’s insurance, even if they are visitors or expired trial members. Trials manage registration and payments, not insurance coverage.

How do Group Leaders issue new trial invites?

Use the “Send Youth Trial Invitation” option in Extranet on your Group page. Enter the parent’s email, choose the Unit (for example, Joeys, Cubs, Scouts), and select whether your Group or Scouts Victoria will invoice the family. The invite link remains active for two weeks.

Can invites include the youth’s name?

Not yet. The system currently sends invitations by parent email only. Including the youth’s name is on the future enhancement list for IT development.

What should we do if families want to pay part via Active Kids vouchers?

Groups should manage these cases manually by selecting “Group will invoice parents.” Once the voucher payment is processed, the Group can reconcile the remaining balance.

What happens to expired trial invitations?

Trial invites (not active trials) currently drop off the system after two weeks. IT is working on retaining expired invites for better tracking so Group Leaders can follow up with families who don’t respond.

What is the Money Back Guarantee?

Parents can request a full refund within one month of joining. If paid through Stripe, the refund goes directly to their credit card. If your Group invoiced them directly, Scouts Victoria refunds the Branch fee and you refund the Group portion.

Can Groups split payments between Branch and Group fees?

No. The system cannot split invoices. Groups should either allow Scouts Victoria to invoice automatically or manage the entire payment manually. Groups using automatic invoicing report faster payment and fewer issues.

How long does it take for payments to reach the Group?

Payments are processed after the one-month guarantee period, with funds usually received within four to six weeks. This allows time for refund requests and reconciliations.

How can I track payments and member status?

Use the Group Financial Report in Extranet. Hyperlinks now connect directly to member records. Blue values indicate payments being transferred to your Group. Refund fields show where money has been returned to families.

What if members appear on the dashboard after they’ve joined?

Completed members remain on the dashboard briefly, displaying “membership completed” before moving to the “expired” or “archived” list. This lag helps you confirm their registration before they disappear.

What if a family never attends after registering for a trial?

The system automatically sends reminder emails at weeks 4 and 5. If there’s no response, it removes them and issues a polite exit survey to close the loop.

How do we manage members with high support needs or challenging behaviours?

All young people are welcome in Scouting. If a youth requires extra support, contact childsafe@scoutsvictoria.com.au. The Child Safe team and Diversity & Inclusion Commissioner (Chrissy) can help develop support plans, connect you with resources, and liaise with families to ensure inclusivity and safety.

What if our Unit is full?

Groups decide when a Unit is full, though the standard guideline is: Joeys around 15 youth, Cubs and Scouts higher depending on leader numbers. Discuss full Units with your District Commissioner before closing to new members.

What if families are joining directly without a Group invite?

Families can join via the QR codes on your posters, boards, or website. These link directly to your Group’s join form. You’ll still receive all notifications through Extranet once they complete the process.

How do I handle a parent who says they didn’t receive attachments or Group Pack emails?

Group Onboarding Packs are linked within the automated email but may be blocked by some email clients. Check that your Group’s pack is correctly uploaded in Extranet. If issues persist, report them to onboarding@scoutsvictoria.com.au.

Can we add a field for referral sources (for example, “Friend” or “Online”)?

Yes, this was raised during the session. The referral codes (FR, OT, etc.) are being reviewed to display clearer options for parents, such as “Friend,” “School,” or “Website.”

Why do parents receive emails from ‘no-reply’ instead of the Group Leader’s address?

Currently, system emails are sent from no-reply@scoutsvictoria.com.au. IT is reviewing options to include the Group Leader’s email address as a contact link in future versions.

How long will expired or inactive members remain visible in Extranet?

They remain visible long enough for Group Leaders to verify completion or follow up. Once the final exit email has been sent, they move to the expired or archived list automatically.

What if we don’t want to accept a youth after their trial?

You must remain compliant with inclusion and anti-discrimination laws. If a youth needs additional support, work with the Child Safe or Diversity & Inclusion teams to develop a plan. Do not refuse a youth without engaging those processes.

Will the onboarding system eventually replace census or membership renewal?

Not at this stage. The onboarding system focuses on new members, while census remains separate to allow for local flexibility in pricing and collection timelines.

Who should I contact for help?

Onboarding System or Dashboard Issues onboarding@scoutsvictoria.com.au

Finance, refunds, or payments accounts@scoutsvictoria.com.au

Child Safe or inclusion support childsafe@scoutsvictoria.com.au

Member records or access member.services@scoutsvictoria.com.au