Vivo Alert FAQ’s

NEW UPDATES! LISTED BELOW FOR FEBRUARY 26, 2021

SECTION 1: LATEST COVID 19 INFORMATION & IMPACTS FOR VIVO:

The Alberta Government announced their new ‘STEPS plan’ and public health measures on January 29, 2021.  As part of the STEP 1 plans, fitness and recreation facilities can offer specific services only with ‘restrictions’ in place including:

  • Facility usage is still not permitted except for households, sport groups or one-on-one personal training sessions with a certified coach, instructor or trainer.
  • Schools can book space to do activities related to their Education Program or Physical Education curriculum are permitted.

We continue to work closely with Alberta Health Services to continue to clarify the new public health orders and assess and figure out what things mean for Vivo in ‘real’ time. We are committed to sharing any updates of what is open and becomes available for you to access during this time.

LINK TO ALBERTA GOVERNMENT BIZ CONNECT : https://www.alberta.ca/enhanced-public-health-measures.aspx#jumplinks-

SECTION 2: SERVICES OPEN NOW AT VIVO

What services are OPEN at Vivo now? Vivo is offering the following services online, at home and in-person as per the Province’s ‘STEP 1 plans:

  1. NEW UPDATE! You can rent fitness centre, gymnasium and arena experiences!
    • Fitness Centre –Get in your daily workout with machines, cardio and weights. Check out our re-configured Fitness Centre to provide you better experience now and during our expansion starting in April.  Check pricing and rent a spot through your My Wellness App account.
    • Gymnasiums-Play basketball and badminton only during this time.  Check pricing and rent a spot through your My Wellness App account.
    • Arenas– Practice and progress your skills on ice. Email rentals@vivo.ca to rent and pay at the same time.
  2. NEW UPDATE! Limited Spots! Sign up now for your favourite Skating and Swimming Programs! Sessions start March 1- 6, 2021.
  3. NEW UPDATE! Summer Sneak a Peak at Vivo-We are creating safe, adventurous, fun summer camps for your kids this summer. Join our mailing list to get an exclusive first look and opportunity to register! 
  4. Household and One-on-One Personal Training and Lifestyle Packages- Working with a personal trainer is one of the most successful ways to improve health and fitness. Vivo has an experienced and passionate team offering personalized training for any fitness level. Check out the details about Personal Training and Lifestyle Packages and how to start today.
  5. Home School Groups can now rent and access Vivo for Physical Education curriculum based activities only.  Email rentals@vivo.ca to book.
  6. School Groups can now rent and access Vivo’s fitness centre and equipment for their Physical Education curriculum. Email rentals@vivo.ca to book.
  7. Arenas and Gymnasiums can be rented for one-on-one coaching sessions with a certified coach, instructor or trainer. Email rentals@vivo.ca for all inquiries.
  8. Members can access their favorite two LIVE group fitness classes per week OR ‘on-demand’ fitness workouts anytime online at Virtual Vivo. Check out the Virtual Vivo Live Class Schedule.

SECTION 3: WEARING A MASK AT VIVO

Are mask coverings now mandatory at all times now at Vivo? Yes. Mask coverings are mandatory and to be worn at all time at Vivo to help prevent the transmission of COVID-19 cases, be prevalent with the arrival of other disease variants, protect and ensure the safety of all of our employees, members, guests and partners, be a partner in supporting the community’s long-term health and well-being and help Vivo in being open, accessible and sustainable as a community asset in north-central Calgary

Note– Vivo employees have the right to invoke our Zero Tolerance Policy and ask you to leave the centre immediately or suspend your access to facility areas, programs and services for demonstrating poor behaviors or not following policies and protocols that have been put into place. 

When am I required to wear a mask during my visit at Vivo?

  • Entering and exiting the facility
  • Walking in all public areas including hallways, lobbies and common areas
  • Changing in locker rooms and using the washrooms
  • During physical activity or while exercising in the fitness centre, gymnasiums and arenas
  • Participation in any indoor and outdoor instructed or facilitated programs and services Note- This includes our preschool program, Little Kids Active Learners which is considered a program running in an indoor public facility versus a stand-alone, designated preschool. Children are required to wear masks during when they are in the classroom with other students and teachers. Mask breaks are allowed only during snack time and taking a water break with a 3-meter distancing in place within the classroom.

When are masks NOT required to be worn at Vivo?

  • Swimming in the pool, showering or sitting in the steam room
  • Children 2 years of age or younger
  • Individuals who are medically unable to wear a mask must provide proof of the exception and wear a face shield for the protection of others.  Contact guestservices@vivo.ca prior to visiting for specific guidelines.  
  • Individuals participating indoors and outdoors in high intensity sport and fitness training or vigorous physical activity or self-activity musk seek approval from Vivo to remove their mask. 

Do my children have to wear a mask now during Vivo’s pre-school program?  Yes. Our preschool program Little Kids Active Little Kids Active Learners which is considered a program running in an indoor public facility versus a stand-alone, designated preschool. Children are required to wear masks during when they are in the classroom with other students and teachers. Mask breaks are allowed only during snack time and taking a water break with a 3-meter distancing in place within the classroom.

Do I need to wear a mask while doing one-on-one or household personal training with a certified, coach or instructor? Yes. During any personal training sessions with certified coaches, instructor or trainers all individuals and/or family household members must wear masks. Exception:  If you are participating in high intensity sport and fitness training, vigorous physical activity or self-activity you musk seek approval from Vivo to remove your mask.

Do I need to wear mask while practicing a sport in the arenas at Vivo? Yes, during any basic physical activity like shooting and passing pucks you are required to wear a mask while on ice. Exception:  If you are participating in high intensity sport or fitness training like running lines or engaged in vigorous physical activity on the ice.  

What are the types of masks or face coverings recommended and permitted at Vivo? To help effectively prevent the spread of COVID-19, Vivo recommends employees all individuals to wear the following:

  • Non-medical disposable masks
  • Masks that fit properly (snugly around the chin and nose with no large gaps around the sides of the face)
  • Masks made with breathable fabric (such as cotton)
  • Masks made with tightly woven fabric (i.e., fabrics that do not let light pass through when held up to a light source)
  • Masks with two or three layers
  • Masks with inner filter pockets

SECTION 4: MEMBERSHIP & FEES

NEW UPDATE! If I have a Vivo membership already do I need pay for the rental services you are offering to members during this time? Your membership is ‘paused’ until we have the go ahead from Alberta Health Services to resume drop-in activities and bookings.  This means all rental options for arenas, gyms and fitness centre require payment. Vivo members will receive a discount off their next monthly membership payment for the December 13-31, 2021 closure dates and pre-paid annual memberships will be extended by 19 days once we resume full operations. Email guestservices@vivo.ca for more information.

What are Vivo’s current hours of operation for programs, rentals and personal training sessions as per latest government orders?

Monday-Friday- 7:00am-7:00pm

Saturday- 7:00am-1:00pm

Sunday and Statutory Holidays- CLOSED

If I have questions for Vivo while it is temporarily closed who can I talk to? Guest Services is available to answer any questions at guestservices@vivo.ca.

Will Vivo’s onsite partners be temporarily closed? Northern Hills Community Association and Jugo Juice are temporarily closed. Exceptions: Panther Sports Medicine is open Monday-Friday 7:00am-7pm and Saturday 9:00am-1:00pm (Park and access through the East Entrance).   The Calgary Public Library offers curbside pick up services at the West Entrance Monday-Thursday 10am-6pm, Friday & Saturday 10am-5pm and Sunday 12-4pm.

What happens to my membership if Vivo temporarily closes? Your membership will be put on ‘hold’ and will be re-activated when Vivo resumes operations. No fees will be charged to your account during this time. Guest Services will email active members and members on ‘hold’ regarding your membership and when your payments will resume.

What happens with my December membership fee payment I have already paid to Vivo?   Your membership has been put on all ‘hold’ and will be re-activated when operations resume.  When Vivo re-opens we will apply a credit for the December 13-31, 2020 time period towards your membership. Email guestservices@vivo.ca for information.

What if I want to cancel my membership? Vivo memberships are non-refundable. You can cancel your membership and receive a refund for medical or re-location outside of Calgary. You must provide documentation. If you have personal circumstances call or email guestservices@vivo.ca.        

Can I put my membership on hold? We have a regular hold policy of 3 months for our memberships.  Email guestservices@vivo.ca to discuss your specific request.

If I have a membership what happens to my account?   Your membership will be re-activated when Vivo operations resume and be extended for the duration of time that Vivo was closed for any major event out of ontrol. (I.e. provincial state of emergency order for a pandemic closing all recreation facilities).Call or email guestservices@vivo.ca to discuss your specific request. This includes annual pre-paid, one month passes, 3 month holiday pass and ‘Fall Hall’ Student Passes.

What can I do with the credits my account during this temporary closure? Your long term health is our top priority during the pandemic and our temporary closure. Your credit on account is secured for future use towards your membership, program or booking when we re-open or you can choose to donate your credits one-time or become monthly donor at Vivo. If you choose to donate you will receive a charitable tax receipt.  You can learn more and donate here.

 SECTION 5: PROGRAMS & SERVICES

NEW UPDATE! Is there anything I need to know about swim or skate lessons before visiting Vivo?  Swim and Skate Lessons start between March 1- 6, 2021. Swim participants need to come ‘ready to swim’ for their lesson before they visit Vivo, parents are required to be in the water with their kids for all Preschool/Swim Kids 1-4 levels and must remain 3 meters apart from the next participant and/or instructor.  For all skate and swim lessons, guardians are only permitted for children 8 years and younger. Additional spectators like grandparents and siblings are not allowed as per local health measures.  Email programs@vivo.ca for more information.

NEW UPDATE! How long is the program credit on my Vivo account valid for?  Any program credits on your account are valid to use until January 31, 2022. 

I am a member and Vivo’s classes are impacted, what can I do? We offer Virtual Vivo as part of your membership where you can access fitness classes that are ‘live’ or ‘on demand’ anytime. Please check out vivo.ca or email guestservices@vivo.ca for more information.

What happens if I am currently registered in a program? A credit will be placed on your account to use for a future date. Note-We will communicate the start date for the current program session once we understand the potential length of our temporary closure.  If you have special circumstances or requests regarding programs email guestservices@vivo.ca.

Is Vivo’s Preschool Program still running during the temporary closure? Yes. We also have limited spots available for September 2021-June 2022 registration. Email mryan@vivo.ca to register or for more information.    

Is Vivo’s Child Care services resuming operations when you re-open?  Child Care services will be closed indefinitely due to the current COVID 19 restrictions and future construction plans starting in 2021.

Is Vivo’s Climbing Wall re-opening? The Climbing Wall will be closed indefinitely due to the current COVID 19 restrictions and future construction plans starting in 2021. Note– For any current participants registered in a program a credit will be placed on your account for future use in another program. Email guestservices@vivo.ca for further questions.  

What do I do if I was registered in an Aquatic Leadership Re-certification course? Contact the Red Cross or Lifesaving Society directly to understand what information for awards they hold and what an extension could look like for your re-certification. If you have any further questions email programs@vivo.ca.    

What happens if I registered for a program using a subsidy? For any program that was supported with a fee subsidy from Kid Sport the participant will have a non-refundable credit placed on their account to use for a similar program at a future date. Note– The credit on account may only be used by the original program participant and cannot be applied or redeemed to other family members living in the household.   Email guestservices@vivo.ca for further information.

SECTION 6: FACILITY RENTALS

NEW UPDATE! What kinds of activities can I rent and do now in the fitness centre? You can book a personal training session one-one-one or a household with a certified trainer or Vivo members can rent the fitness centre to get their daily workout with machines, cardio and weights. Note– 15 years and older can work out anywhere after meeting with a fitness consultant and 10-14 years can work out with a parent in the same household but only in Vivo’s blue or pink fitness centre zones. View our re-configured Fitness Centre to provide you better experience now and during our expansion starting in April. Check pricing and rent a spot through your My Wellness App account.

NEW UPDATE! What kinds of activities can I rent and do now in the fitness centre? You can book a personal training session one-one-one or a household with a certified trainer or Vivo members can rent the fitness centre to get their daily workout with machines, cardio and weights. Note– 15 years and older can work out anywhere after meeting with a fitness consultant and 10-14 years can work out with a parent in the same household but only in Vivo’s blue or pink fitness centre zones. View our re-configured Fitness Centre to provide you better experience now and during our expansion starting in April. Check pricing and rent a spot through your My Wellness App account.

NEW UPDATE! What kinds of activities can I rent and do now the gymnasiums? Vivo members can book the gymnasiums to play basketball, badminton only at this time. Note- Only 16 years and older can rent a spot. Check out our pricing and rent a spot here.

NEW UPDATE! What kinds of activities can I rent and do now in the arenas? Vivo members and the community can rent ice to practice their skills and talents. Rentals are one hour in duration and $79 for members and $89 for non-members. Email rentals@vivo.ca to rent and pay at the same time.

NEW UPDATE! How do I access my rental for the fitness centre, gym or Arena now at Vivo?

Identification is required-All members participating (up to a maximum of 10 at one time) must reside in the same household and show proof (including children/dependents) of this to Guest Services at arrival time.

Park at the West Entrance to access fitness and gymnasiums rentals, swimming lessons, preschool (LKAL), Schools, personal training, Northern Hills Community Association and the Calgary Public Library.

Park at the East Entrance to access arenas and gymnasiums for sport groups, skating lessons and Panther Sports Medicine Clinic.

NEW UPDATE! What is the limit on the number of household members who can participate in a fitness centre, gym or arena rental? Yes.  There is a maximum of 10 members at one time in any of the facility areas listed above. All children must be on your account. Note- When checking in for your rental, you will be required to show proof of living in the same household with any individuals/dependents /children.

NEW UPDATE! What if I need to cancel my arena, gym or fitness centre rental?  If you can’t make your rental, please notify us at least 12 hours before it starts. Note-If you feel ill within 12 hours of your rental, contact Guest Services at guestservices@vivo.ca or 403-532-1013 to cancel.

NEW UPDATE! Can I join a waitlist for fitness centre, gym and arena rental? Yes. You can join a waitlist if a rental is full. Vivo’s My Wellness App will automatically send you message if a rental spot becomes available. Note- Waitlist rental spots are available first-come and first-serve basis so make sure you turn your My Wellness app and phone notifications on!

NEW UPDATE! What if I do not show up for my fitness centre, gym or arena rental? You need to be checked in for your rental within 30 minutes of the start time. If you do not show up, Guest Services will cancel your rental for the entire day and you will have to wait 3 days to re-book another rental spot at Vivo.

NEW UPDATE! Can I book multiple rental spots in one day now?Currently, you can only rent one spot a day for a facility area to ensure all Vivo members have the ability to access activities.

What happens to my booking during Vivo’s temporary closure?  A credit will be placed on your account to re-book when the facility re- opens. Groups that have special circumstances or requests regarding their bookings can email rentals@vivo.ca.

If our sport or user group has equipment stored at Vivo, how can I pick up equipment? Email rentals@vivo.ca to arrange a time to pick up your equipment.

SECTION 7: VIRTUAL VIVO

Is Virtual Vivo still be available to members during the temporary closure?   Yes. Virtual Vivo is being offered to our members so they can participate in Live or Pre-recorded classes through the My Wellness App anytime. If you are not a current member of Vivo but are interested in signing up to use Virtual Vivo email programs@vivo.ca.    Here is the latest Virtual Vivo Live Class Schedule. 

How far in advance can I pre-book my LIVE online Fitness Class?  

The Vivo/Technogym MyWellness app enables you to book a spot 72 hours in advance for a Live Stream Group Fitness Class. Check vivo.ca for tips and video tutorials or email guestservices@vivo.ca if you have any issues booking your classes. Here is the latest Virtual Vivo Live Class Schedule. 

SECTION 8: VIVO PLAY PROJECT

What is happening with Vivo’s Play Project events and Play Hub locations as per the latest Alberta Government Orders?  The Vivo Play Project has ‘temporarily paused’ programming at Vivo and in the north –central community locations. NoteBecome a Play Scientist Today! This pilot program provides families with free, personalized health data and information. To learn more visit vivoplayproject.com/play-scientist-overview.

SECTION 9: HEALTY HABIT PRACTICES AT VIVO

What is Vivo doing about controlling airflow? We have been intentional with the removal of fans to ensure we follow Alberta Health requirements as fans are known to aid in the spreading of COVID. 

Our Operations Team has the air handling set up so we are using 0% return air and pulling fresh outside air in at 100% . All air handling filters have been changed so we are at maximum air flow.

What measures has Vivo put in place to create positive and healthy experiences?  

  • Online Pre-screen Health Assessment tool for people to complete prior to accessing the facility.
  • Enhanced cleaning and disinfection protocols for staff, spaces and experiences.
  • Additional hand sanitization stations in all areas of the facility.
  • Physical distancing measures including signage, floor decals and markings.
  • Directional and designated pathways to control the flow of people throughout the entire facility.
  • Reduced People Capacity at one time by using a Pre-Book Your Spot system.
  • Plexi-Glass barriers at Guest Services, Fitness and Climbing Desks.
  • Equipment Usage time limits.
  • Removal of difficult to clean and non-essential equipment.
  • Removal of lobby seating in all public areas.
  • Removal of fans.

What can I do to help Vivo stay safe and healthy?

  • Staying or going home if you are sick.
  • Using the Designated Pathways.
  • Practicing thorough HAND HYGIENE and avoid touching your face.
  • Practicing PHYSICAL DISTANCING of 2m.
  • Practicing sneeze and cough etiquette.
  • Cleaning all surfaces touched during your visit.
  • Using cashless forms of payment where possible. (Cash at Vivo is still accepted)
  • Visiting Health Canada’s website or calling 811 if you are not feeling well.
  • Supporting and upholding Vivo’s new protocols and ways of doings things with staff in the facility.
  • Masks are mandatory and to be worn at all times.

(Note-Vivo staff have the right to invoke a Zero Tolerance Policy and ask any guests to leave the facility immediately for demonstrating poor behaviours or not following protocols that have been put into place). 

What enhanced cleaning protocols has Vivo put in place? We have implemented the following additional cleaning protocols aligned with Health Canada guidelines:

  • Frequent and documented sanitization of all areas of the facility especially those with high touchpoint surfaces. 
  • Full and deep clean of all high touch point facility areas from 1-4pm and electrostatic spray and fogger cleaning overnight every day. 
  • Use of hospital grade cleaning and disinfectants on all surfaces.
  • Staff training and implementation of disinfection protocols and practices in each specific area as well as with every experience offering.
  • Fitness Centre Zones will be closed for 30 minutes between bookings to sanitize.
  • Equipment will have green and red signs. Green indicates the machine is fully sanitized, red means the equipment will be sanitized shortly.

Will I have to sign a waiver to access Vivo? We are requiring all people using the facility to sign a one-time participation waiver so you have a clear understanding of the various risks of participating in any experiences at Vivo. You can Sign the Waiver ahead of time before your first visit with Vivo!

Will I have to do a Health Pre-Screen Check before coming to Vivo? All guests and staff using Vivo are required to complete a pre-screen health check prior to accessing the facility every visit which includes three questions. The data is secure and won’t be collected or shared.    The Health Pre-Screening helps you and your group determine if it is safe to be at Vivo. Complete the Health Pre-Screen before you visit Vivo!

What if I don’t want to wear a mask? As per the City’s Bylaw 26M2020- ‘All persons must wear a face covering in indoor public premises and in public vehicles.’ Masks must be worn for the duration of your visit at Vivo UNLESS you are participating in fitness activities or meet the ‘Exceptions’ outlined in the Bylaw. Wearing a mask also supports your fellow community members, and Vivo’s staff long term health and sustainability. Note-Vivo staff have the right to invoke a Zero Tolerance Policy and ask any customers to leave the facility immediately for demonstrating poor behaviors or not wanting to follow any protocols that have been put into place.