Frequently Asked Questions
First and foremost, thank you for your patience. It’s been a complicated moment for everyone, and we appreciate you bearing with us. COVID-19 is a rapidly evolving situation, and we're working as quickly as possible to meet the needs of our members, employees, and community. Below is the most up-to-date information we have.
When are you re-opening?
Our Southeast and Northwest Ys re-opened on Monday, June 1!
Are masks required when using the Y facilities?
Yes, per the Monroe County Health Order issued on Wednesday, July 22, all members and staff are required to wear a face shield, face covering, or mask while using the Y facilities. You can find everything you need to know about the requirements here.
Are you offering virtual workouts?
Yes! We have put together virtual resources that will allow you to stay active while at home. We have activities to keep preschool and school-aged children mentally and physically active, senior healthy living stretches and exercises to keep our aging members engaged, and Group Ex classes to keep you sweating in the comfort of your own home!
Click here to get started today with some of your favorite and new instructors. We plan to stay in touch regularly with resources to help you stay healthy in spirit, mind, and body.
How can I get a credit for a cancelled program or class?
If you already paid for a program or class that has been postponed or cancelled, you will receive a program credit for you to use when we re-open. If you need to discuss your program or class purchase with us, please direcly email the program director with your specific questions. If you're unsure who to contact, email us at email@example.com with the name of the program and the name of the program participant(s). We are working hard to get back to you within seven business days or if possible, sooner.
What were my membership options during the mandated closure?
Thank you for all that you do as a member of the Y. Two of your options are outlined below:
1.) Keep an Active Membership and Receive a Program Credit
As a reminder, those of you who have continued to pay your membership dues are our Sustaining Members. All Sustaining Members had a $50 or $75 program credit (depending on membership type) automatically applied to their account once we re-opened. As a Sustaining Member, you play a vital role in helping us deploy services and assist our community by continuing your membership. Thank you to those who have remained a Sustaining Member—you are helping us be resilient during these incredibly challenging times! As a thank you for maintaining an active membership, we offered the following program credits depending on your membership type:
• $50 for individual memberships, such as Youth, Young Adult, Adult, or One Senior
• $75 for memberships with multiple individuals, such as Family Memberships, Two Adults, or Two Seniors
This credit can be used for programs, such as Group Exercise Classes, camps, Swim Lessons, and others. You must redeem the program credit at one of our Welcome Centers by December 31, 2020. No action was required to become a Sustaining Member. A Sustaining Member is any member of the Y who continued to pay your monthly membership dues while we were closed. We can’t thank you enough for your support!
2.) Place Your Membership on a Temporary Hold
We also understand that you have financial obligations. You can place your membership on hold at no cost, which means no monthly fees will be withdrawn from your account until we reopen. Once your membership is on hold, we will extend your membership until our Ys reopen, at which point your membership will automatically resume and your preferred method of payment will be charged. Of course, no Joining Fee would be required. Please send a membership hold request to firstname.lastname@example.org.
How Can I Help?
We are so humbled and appreciative of those asking us how they can help us as we respond to community needs. With our branches closed, we’re shifting our work to support critical needs.
If you're a member, the best way to help us is to continue paying your monthly membership dues. No action is required to remain a member.
If you'd like to make a tax-deductible donation, please click the button below.
We're working on other ways you can help and will publish them here when we can. Thank you for working with us to create history that demonstrates how we came together and served those who needed us the most.