This article provides a strategic guide for organizations using Novi AMS to develop a succession and transition plan in the event of staff departure, emergency, or organizational changes. The goal is to ensure continuity and security in operations, particularly when the main Novi administrator is no longer available.
Novi prioritizes account security. By creating an Admin Succession & Transition Plan and designating a secondary authorized contact in advance, your organization can prevent business disruptions and receive faster support and access during staff changes.
Key Recommendations:
1) Identify a Secondary Authorized User
Designate a backup contact with admin privileges who can access Novi in emergencies.
For single-staff organizations, this should be a board member (e.g., President or Treasurer).
For multi-staff organizations, designate who can manage Association Admin with Special Accounting Privileges. Addressing who the interim user that will be authorized to run transactions through Novi ensures no delays in transactions and service for your members.
Share this contact’s info with Novi (name, role, phone, email). For live customers, share this via Intercom (the blue bubble), or if currently onboarding, share with your Onboarding Specialist.
2) Document Business Practices in Novi Notes
Your Novi system reflects the culmination of significant work—unique processes, decisions, and workflows. Some of these may be the result of individual decisions by staff who are no longer there. If those decisions weren’t widely shared or discussed, important details could be lost during a transition.
Use Novi Notes to document these nuances—like why a dues rule was created, how a special billing process works, or why a report is run a certain way. These notes serve as vital references for board members, secondary contacts, and future staff.
Locate Novi Notes in the upper right corner in the admin side of Novi, under the question mark (?) icon:
What to Include in Your Novi Notes
✅ Nuanced notes for dues, membership terms, events, subscriptions, etc. that Board members or staff may not know in detail.
✅ List of services your organization uses alongside Novi.
✅ Integrations like Mailchimp, Higher Logic, BlueSky, and more.
✅ Any niche business practices.
3) Maintain a List of Connected Accounts
Novi is connected to your organization’s QuickBooks Online and chosen payment processor. For that reason alone, ensuring only the right people have Association Admin with Special Accounting Privileges or any other Admin Access is a top priority in any staff transition.
Beyond financial data, consider other platforms connected to Novi—such as Mailchimp, Constant Contact, and more.
Update access for all services integrated with Novi (e.g., QuickBooks Online, Mailchimp, event platforms).
Remove former staff from these accounts and the association's Novi HQ profile.
4) Plan for Future Training
When a new admin joins your team, we’re here to help them succeed. Novi AMS offers a range of training and help resources, including:
Live and recorded group trainings to get familiar with the system.
Intercom Messenger to send a message to the Novi AMS team.
Complimentary live office hours for quick questions and support.
1:1 paid workshops for personalized coaching and advanced training.
Novi Summit, our annual user conference for in-depth learning and networking.
Tip: Bookmark Novi's Getting Started Guide for New Association Staff
If you need help with creating a staff transition training plan, reach out to us in Intercom to get a call scheduled with our Customer Success team.
5) Create a Staff Transition Checklist
Get proactive and tackle your transition plan now before you need it. Ensure it includes the following details:
List authorized users and their responsibilities.
Track all integrated systems and who has access.
Proactively remove outdated users and update credentials.
Not sure where to start? Check out our Staff Transition Checklist.
Final Advice:
Start planning now—document processes, secure access, and engage with Novi’s support team to minimize disruptions and maintain smooth operations during staff changes.