Town of Superior Aquatic Manual
The Aquatic Manual is intended to acquaint seasonal Aquatic Staff with the organization as well as inform them of Aquatic specific policies and procedures so there may be a clear and consistent administration of policies and decision affecting employees. It supersedes all previously issued editions. The language used in this manual and any verbal statements of management are not intended to constitute an express or implied contract between the Town and its employees. All employees of the Town are at-will employees. At-will employees may be terminated at any time with or without cause, a statement of reason(s), or a hearing, just as any employee may resign at any time, for any reason. Nothing in these policies is intended to modify the Town's at-will policy. The Town retains the right to modify or revoke the information in this manual without prior notice.
Revised: April 2013 124 E. Coal Creek Drive * Superior, CO. 80027
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TABLE OF CONTENTS Section 1 - Welcome Mission Statements Important Phone Numbers Department Information Town Organizational Chart Section 2 – Town of Superior Employee Personnel Code Employee Discipline and Conduct (sec. 9) Section 3 – Aquatic Staff Employment Policies General Policies Uniform Policy Scheduling Substitute/Illness Policy Timesheet Policies and Procedures Resignation Workplace Violence Policy Other Employee Policies Section 4 – Lifeguarding Need to Know Definitions Areas of Responsibility Red Cross & State Statutes Universal Precautions Pool & Facility Capacity Adult Swim Handicap Lift Procedures Audits In-Service Requirements Section 5 – Customer Service Guidelines Customer Service Etiquette Handling Phone Calls Guest Service Standards for Aquatic Staff Ways to Raise the Bar in Guest Relations Steps to Calming Upset Patrons Gossip and Patron Communications Section 6 – Resident & Guest Policies General Entrance Policies Rule Enforcement Patron Suspension Lost & Found Food
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Section 7 – Emergency Policies Emergency Situations Emergency Action Plan Electrical Storms Low Attendance Loss of Power Fire Alarm Reporting a Suspicious Person Chemical Spill/Leak Section 8 – Patron Incident Reporting Receipt of the Aquatic Manual
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Section 1 – Welcome WELCOME AQUATIC STAFF! We are excited to have you as one of our seasonal team members. You were chosen based on your credentials and skills as an aquatic professional. You will be part of a group that offers a clean, safe, and enjoyable atmosphere to all guests and fellow employees. We hope that you enjoy your experience as much as we will enjoy your contribution to the team! Recreation Superintendent, Patrick Hammer
Recreation Supervisor, Bryan Meyer
Recreation Coordinator, Lydia Yecke
Events & Volunteer Coordinator Katie Rummel TOWN OF SUPERIOR MISSION STATEMENT The Town of Superior, in our continuous pursuit of EXCELLENCE, is committed to provide the highest quality of municipal services in a professional, cost efficient manner through communication and interaction with the community. DEPARTMENT OF PARKS, RECREATION, & OPEN SPACE MISSION STATEMENT The Town of Superior Parks, Recreation and Open Space Department strives to provide the community with the highest quality of life through the balance of Parks, Recreation and Open Space, the care of natural and created resources, community events, programs, and opportunities for children to participate, while maintaining the best possible customer service in the most cost effective manner. TOWN OF SUPERIOR CONTACT INFORMATION North Pool
1650 S Indiana Ave. Superior, CO 80027
303-554-5652
South Pool
3300 Huron Peak Ave. Superior, CO 80027
127 E. Coal Creek Dr. Superior, CO 80027 124 E. Coal Creek Dr. Town Hall Superior, CO 80027 Emergency Services 911 PROS Office
Boulder County Sheriff Department Parks Emergency Cell
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303-441-4444 303-709-6730
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Hours: Mon-Fri 11:30am-8pm Sat-Sun 11am-8pm 303-499-3786 Hours: Mon-Fri 10:30am-8pm Sat-Sun 10:30am-8pm 303-499-3675 Hours: Mon-Fri 8am-5pm 303-499-3675 Hours: Mon-Fri 8am-5pm 1-800-222-1222 Poison Control Rocky Mountain Fire Protection Weather Line
303-494-4536 720-304-3707
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WELCOME TO THE TOWN OF SUPERIOR Organization The Town of Superior employees a full-time Town Manager who oversees day-to-day operations of the Town and supervises staff and contractors in the following departments: Town Clerk, Finance, Building, Parks, Recreation and Open Space, Transportation & Utilities, Administration, Municipal Court, Legal, Engineering, Planning, and Public Safety. The Parks, Recreation, & Open Space Department encompass a diverse number of projects, including the operations of the North and South Pools. Elected Officials The elected officials for the Town of Superior include a Mayor and a six-member Board of Trustees. These seven officials serve as the legislative and policy-making body for the incorporated Town of Superior. The Mayor and Board are elected at-large and represent the Town as a whole.
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SECTION 2 – Town of Superior Employee Personnel Code Employee Discipline and Conduct (Sec. 9) 9.0
Employees should always act in a responsible manner that reflects favorably on the Town and should review, follow, and abide by the Code of Ethics adopted herein. 9.0.1 Employees shall treat all members of the public with courtesy, respect and consideration, regardless of how difficult the circumstances. It is the policy of the Town to make every effort to be receptive to citizen comments and concerns and to provide any reasonable amount of information or explanation upon request. All employees are deemed to be “ambassadors” of the Town and should conduct themselves accordingly. When dealing with any complaints, employees shall remember that the matter is important to the complainant and it deserves a prompt and courteous response, regardless of the employee’s opinion or its merits. 9.0.2
9.1
Any employee who provides policy or procedural information to the public shall be expected to be completely familiar with such policies or procedures and to be able to provide reasonable explanations for those policies or procedures. Supervisors are responsible for training and providing the proper information to employees on Town policies.
Supervisory and administrative personnel shall have the authority to take whatever disciplinary actions they deem necessary, provided that provisions on suspension, demotion, or dismissal are closely adhered to and any action taken is not inconsistent with the provisions of this Personnel Code. Employees shall be required to cooperate with administrative staff in any investigation involving questionable employee conduct. Disciplinary actions may include written warnings or reprimands, suspensions, demotions, involuntary transfers and termination. Oral warnings or reprimands may precede the issuance of the following formal disciplinary actions but are not required. 9.1.1
A formal warning or reprimand shall be in writing and shall be submitted to the employee with a copy of such reprimand kept in the employee's personnel file. This notification shall describe the specific reasons and circumstances surrounding the disciplinary action. If the employee wishes, the employee may submit a written explanatory statement which shall be attached to and kept with a copy of any disciplinary action.
9.1.2
The Town Manager may suspend an employee without pay for cause for a period of up to thirty (30) calendar days in any consecutive twelve (12) month period except as provided for in Section 10.1.3 of this Personnel Code. Prior to initiating a suspension, the Town Manager, if appropriate, shall consult with the Personnel Director and Town Attorney. The cause for such suspension shall be documented in writing and shall be submitted to the employee at or before, the time of the suspension with a copy of such documentation kept in the employee's personnel file describing the circumstances preceding and specific reasons for the suspension. An employee who receives a suspension for disciplinary purposes
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does not have the option of working on a day off in lieu of receiving a suspension day without pay. 9.1.3
An employee who is charged exclusively with an action defined in Section 9.2.14 of this Personnel Code may be suspended indefinitely without pay, pending the outcome of the charges including any appeal therein. If the employee is found guilty, unless later reversed upon appeal, the employee shall not be compensated for the suspension period, shall not accrue any leave time during the suspension and shall be terminated. If the employee is found not guilty, or if the case is dismissed, the employee shall be restored in their position and granted full pay and service credit for the period of suspension. A plea of nolo contendere shall be considered a plea of guilty, or a conviction for the purposes of this rule.
9.1.4
The Town Manager may demote an employee to a lower classification for cause or for the good of the municipal service. Prior to initiating a demotion, the Town Manager shall, if appropriate, consult with the Personnel Director and Town Attorney. The cause for such demotion shall be documented in writing and submitted to the employee at least three (3) working days prior to the effective date of the demotion. A copy of the documentation for demotion will be placed in the employee's personnel file describing the circumstances preceding and specific reasons for the demotion. The Town Manager may transfer an employee for cause, the cause for such involuntary transfer shall be documented in writing and submitted to the employee at least three (3) days prior to the effective date of the transfer. A copy of the documentation for such involuntary transfer will be placed in the employee's personnel file describing the circumstances preceding and specific reasons for the transfer.
9.1.5
9.1.6
Employment with the Town is terminable at-will. Any employee may be terminated with or without cause, at the sole discretion of and upon notice from the Town Manager.
Failure to follow these procedures is grounds for disciplinary action of supervisory or administrative personnel but does not affect the validity of the underlying dismissal action. 9.2
An employee may be disciplined as described above for misconduct or substandard performance. Causes for initiating a disciplinary action shall include but not be limited to: 9.2.1
Incompetence or inefficiency resulting in the failure to adequately perform the assigned duties of the job;
9.2.2
Abusive attitude or use of abusive language toward another Town employee or toward the public;
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9.2.3
Failure or refusal to comply with a lawful order or to accept a reasonable and proper assignment from an authorized supervisor;
9.2.4
Harassment of a sexual or general nature of another Town employee or of the public;
9.2.5
Unlawful manufacture, distribution, dispensation, possession, use of a controlled substance in the workplace and/or non-compliance with the provisions of U.S. Title 41, Chapter Ten concerning a Drug Free Workplace, or inability to complete assigned duties safely and competently during work hours due to use of chemical substances or consumption of alcoholic beverages;
9.2.6
Use of undue influence of a Board member(s) or other Town employee(s) or threatened use of same to gain or attempt to gain promotion, leave, favorable assignment, or other individual benefit or advantage;
9.2.7
Use of medical leave for other than authorized purposes;
9.2.8
Engaging in outside employment activities on Town time and/or use of Town property for personal gain;
9.2.9
Careless, negligent, or improper use of Town property, equipment, supplies, or funds;
9.2.10 Knowingly providing false information or knowingly omitting material information in applying for employment or promotion within the Town or during the course of assigned duties; 9.2.11 Repeated tardiness in reporting for work and/or failure to adhere to the established work schedule; 9.2.12 The purloining, falsification, destruction, or unauthorized use of Town records, reports, documents or other property belonging to the Town; 9.2.13 Unauthorized disclosure of confidential information from Town records or documents, as set forth by applicable laws of the State; 9.2.14 Being charged with an illegal action, felony, or misdemeanor arising out of and/or related to employment with the Town; 9.2.15 Acceptance of gifts, gratuities or preferred consideration in exchange for the employee's influence in performing official Town duties; 9.2.16 Other acts or omissions which adversely affect the welfare of citizens, other employees, or the effective operation of the Town;
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9.2.17 Violation of the provisions of the Municipal Code, these rules or of other written Town policies and regulations; 9.2.18 Mental or physical infirmity or defect which renders the employee incapable of satisfactorily performing the essential duties of the employee’s position; 9.2.19 Engaging in off duty conduct that reflects the employee’s lack of fitness for employment in the Town; 9.2.20 Failure to fully cooperate in any investigation involving employee conduct; 9.2.21 Loss of required license or other prerequisite for employment when such prerequisite is required for carrying out the duties of the employee’s position; or 9.2.22 Engaging in conduct that is deemed by the Town Manager to be clearly not in the best interest of the Town. The exclusive remedy for an employee who believes that good reason for their disciplinary action did not exist shall be the grievance procedure specified in Section 10. 9.3
9.4
Regular employees may engage in outside employment providing it is not a conflict of interest, in no way interferes with the employee’s work for the Town and does not represent a conflict with applicable laws related to pay and work schedules. A notice of outside employment shall be given to the employee’s supervisor noting days and hours that will be worked, description of the business, and other relevant information that may be requested by the Town. If the supervisor determines that outside employment conflicts or interferes with the performance of assigned duties, the employee shall be required to terminate such employment or work. Failure to terminate such conflicting outside employment may result in disciplinary action, up to and including termination. 9.3.1
Employees may not accept any payment from outside individual organizations for service they perform in their capacities as employees of the Town.
9.3.2
No employee shall solicit or accept any gift, gratuity, favor, entertainment, loan, or any item of monetary value from any person seeking business with the Town of whose interests may be affected by the employee's official duties.
An employee shall not take an active part in political management or in a political campaign related to Town elections, except to the extent such activity has been specifically authorized by the Board of Trustees consistent with the provisions of the Colorado Fair Campaign Practices Act, as amended, or is specifically permitted by this subsection. Specifically, an employee shall not: 9.4.1
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Use any Town facility or resource or the authority of any Town office in support of any issue or candidate;
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9.4.2
Campaign for any issue or candidate in any manner calculated to exert the influence of Town employment;
9.4.3
Distribute political stickers, buttons, or similar materials during working hours or at Town facilities;
9.4.4
Campaign for any issue or candidate during working hours or at Town facilities;
9.4.5
Campaign for any issue or candidate while wearing a uniform that identifies the employee as a Town employee;
9.4.6
Serve as an officer of any organization which has the primary purpose of promoting the candidacy of any person for Town office;
9.4.7
Organize a political organization or political club which has the main purpose of promoting the candidacy of any person for Town office;
9.4.8
Directly or indirectly solicit, receive, collect, handle, disburse, contribute, or account for assessments, contributions, or other funds in support of the candidacy of any person for Town offices;
9.4.9
Organize, sell tickets to, promote, or actively participate in a fund-raising activity of a candidate for Town office;
9.4.10 Take an active part in managing the political campaign of a candidate for Town office; 9.4.11 Become a candidate for, or campaign for an elective Town office, unless the employee is on formally authorized unpaid leave from Town employment; 9.4.12 Solicit votes in support of or in opposition to a candidate for Town office; 9.4.13 Drive voters to the polls on behalf of a candidate for Town office; 9.4.14 Endorse or oppose a candidate for Town office in a political advertisement, broadcast, campaign literature, or similar material; 9.4.15 Address a convention, caucus, rally, or similar gathering in support of or in opposition to a candidate for Town office; or 9.4.16 Initiate or circulate a nominating petition on behalf of a person seeking to be nominated as a candidate for Town office. All employees are free to engage in political activity to the widest extent consistent with the restrictions imposed by law and this subsection, so long as any such activity is done in the employee’s capacity as a private citizen and not in the capacity of a Town
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employee. Subject to the limitations of 9.4.1 through 9.4.16, each employee retains the right to: 9.4.17 Register and vote in any election; 9.4.18 Display a political picture, sticker, badge, or button; 9.4.19 Participate in the nonpartisan activities of a civic, community, social, labor, or professional organization; 9.4.20 Be a member of a political party or other political organization and participate in its activities to the extent consistent with law; 9.4.21 Attend a political convention, rally, fund-raising function, or other political gathering; 9.4.22 Sign a political petition as an individual; 9.4.23 Expend personal funds, make contributions in kind, and use personal time to urge electors to vote in favor of or against any issue or candidate before the electorate, except any candidate for Town office; 9.4.24 Seek election to Town office, provided that the employee resigns or takes formally authorized unpaid leave from Town employment prior to any campaign activities being undertaken on their behalf or filing a nomination petition; 9.4.25 Run for nomination or election as a candidate in any election not involving Town government; 9.4.26 Be politically active in connection with a charter or constitutional amendment, referendum, approval of a municipal ordinance or any other question or issue of similar character; 9.4.27 Participate, at the direction of the Board of Trustees, in any political activity in which the Town is authorized by state law to participate, subject to the instructions of the Board of Trustees, provided, however, an employee may choose not to participate; or 9.4.28 Otherwise participate fully in public affairs, except as prohibited by law, in a manner which does not materially compromise the employee’s efficiency or integrity or the neutrality, efficiency, or integrity of Town government. No supervisor shall in any way coerce an employee to campaign for or against any candidate or issue. 9.5
The Town shall not tolerate any conduct on the part of any employee, regardless of position, which constitutes illegal harassment, sexual or otherwise. If upon investigation
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an accusation of harassment is found to have merit, disciplinary action shall be taken, up to and including termination. The Town urges all employees who feel they have been the object of harassment by any employee in the work place to report it immediately to their supervisor. All such matters will be treated in confidence and no one has to fear for his or her job for bringing this type of information to the attention of the Town. Anyone who threatens or intimidates any employee in order to suppress this kind of communication with administrative personnel shall receive disciplinary action. If for any reason an employee feels uncomfortable bringing a harassment concern to the supervisor’s attention, the employee should contact the Personnel Director, or the Town Manager if the concern involves the Personnel Director, or the Mayor if the concern involves the Town Manager. 9.6
Harassment based upon sex is in violation of Title VII of the Civil Rights Act of 1964 and is unacceptable behavior for all employees and officers of the Town. Actions that constitute sexual harassment include sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature when: 9.6.1
Submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment;
9.6.2
Submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual; or
9.6.3
Such conduct has the purpose of effect or interfering with an individual’s work performance or creating an intimidating, hostile, or offensive work environment.
The immediate supervisor is responsible for conduct between coworkers and the conduct of non-employees in the work place where the supervisor has knowledge of or should have known of sexually harassing conduct. This responsibility includes taking immediate action to investigate allegations of sexual harassment and to correct such behavior. 9.6.4
Employees who believe they have been victims of sexual harassment are responsible for reporting all such acts to their immediate supervisors or to the Personnel Director. If a supervisor receives such a report, it shall be relayed to the Personnel Director, who shall commence a confidential investigation. The report shall be handled as a grievance by the Personal Director pursuant to Section 10. Employees shall be free from reprisal for making complaints, testifying or assisting in any manner in investigation.
9.7 Personal phone calls are discouraged during working hours. Personal business should be conducted either before or after work or during lunch breaks. Habitual conducting of personal business during working hours is cause for disciplinary action.
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Section 3 – Aquatic Staff Employment Policies GENERAL POLICIES
The main responsibility of each employee is to see that each of our guests have a healthful, enjoyable, safe experience while at the facility.
Each employee must possess and continue to cultivate the traits of tact, professionalism, courtesy, pleasant attitude, willing service, and be alert to his/her duties and responsibilities.
All problems and questions related to the job and pool operation must be channeled through the Assistant Pool Manager.
All employees must be prepared to go on duty at their scheduled time. Preparation for the day must be done prior to your shift. Employees must not leave until their assigned work period is complete and the Assistant Pool Manager has approved them to leave.
The pool will be in operation only during the hours set by the Town of Superior. Employees may swim free-of-charge at the North or South Pools. This must be done during the pool’s regular hours of operation and when they are off-duty. Employees are not to use the pool after hours.
Glass containers and aluminum cans are not allowed while guarding (use a plastic cup or water bottle). Food/candy of any kind is also not permitted while guarding. The use of non-prescription drugs, illegal drugs, tobacco or alcohol is strictly prohibited.
Lifeguards must demonstrate physical proficiency by swimming 300 yards every pay period. The swim must be documented on the employee’s timesheet and initialed by the Assistant Pool Manager.
All Swim Instructors are expected to teach group swim lessons, private lessons and all other Aquatic Staff are expected to guard private rentals as assigned by the Assistant Pool Manager.
Private lessons are taught by scheduled Town of Superior Aquatic Staff ONLY! The exception to this rule is Rock Creek Flyers Swim Coaches teaching flyers participants. UNIFORM POLICY
Uniforms will be worn at all times while on duty (Town issued: Lifeguard/Swim Instructor swim suit, Lifeguard/Front Desk Attendant t-shirt, Assistant Pool Manager/Swim Lesson Coordinator polo shirt, hip pack stocked with first aid supplies, and visor. All staff is required to apply sunscreen regularly and wear sunglasses when their shift exposes them to the sun. Lifeguard tubes must be worn at all times when guarding. All uniforms will be clean and in good condition
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– no holes or cutoffs. While off duty, uniforms may not be worn in public areas or other parts of the building. SCHEDULING All Aquatic Staff (Assistant Pool Managers, Swim Lesson Coordinator, Lifeguards, Front Desk Attendants and Swim Instructors) will be assigned a summer work schedule as part of their employment with the Town. Aquatic employees are hired with the understanding and agreement that they will work their assigned schedule through the dates of the season and attend all scheduled trainings. Schedule requests will be distributed to staff in advance of the upcoming month. Employees will use this request to indicate their availability to work as well as to request any time needed off. The Recreation Supervisor will create the schedule based on this availability. It is your responsibility to turn in your request by the date notated and understand that by not doing so, your hours may be limited or non-existent on the upcoming schedule. Employees will not be scheduled for more than 40 hours a week. This applies to substituting for other employees as well as working at both pools and includes teaching group and private swim lessons. All employees are expected to be in attendance and on time for their assigned work schedules.
SUBSTITTUTE/ILLNESS POLICY Employees wishing to take time off MUST find a substitute, complete a Substitution form, and have all requests approved by the Assistant Pool Manager PRIOR to the start of the shift. Assistant Pool Managers wishing to take time off must have all requests approved by the Recreation Supervisor. Substitutes must have the same hired job responsibility and training (I.E. Front Desk Attendant to Front Desk Attendant, Lifeguard to Lifeguard, Asst. Pool Manager to Asst. Pool Manager). If you cannot find a substitute to change with you or cover your shift, you will need to work your scheduled hours and days. Unexcused absences will result in disciplinary action. If an employee is sick, they are expected to find a substitute to cover his/her shifts. Employees should notify the Assistant Pool Manager to let them know that they are sick as soon as possible. If a substitute cannot be found, the employee should call their Assistant Pool Manager to see if other arrangements can be made. If the illness continues for more than two shifts a note from your doctor is required. Completing a Substitute Form: 1. Find a qualified substitute to fill the dates/times of your shift. 2. Get the appropriate signatures: your signature and the signature of your sub. You may not sign for the sub.
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3. Submit the signed form to your Assistant Pool Manager PRIOR to the start of the shift. 4. Approval of requested time off would be at the discretion of the Assistant Pool Manager. The Assistant Pool Manager will review the request and either approve/disapprove the request PRIOR to the start of the shift. 5. Once the substitute form has been signed, it is then the substitute’s responsibility to cover that shift. Excessive use of substitutes to cover shifts may result in termination. TIME SHEET POLICIES AND PROCEDURES Time sheets are to be filled out on a daily basis by each individual employee. Other Aquatic Staff members cannot sign in or sign out for other employees. Aquatic Staff will record only the actual time working. 15 minutes would be recorded as .25 30 minutes would be recorded as .50 45 minutes would be recorded as .75 Recording time: 1 hour would be recorded as 1.0 More than 7 minutes over a time increment will be recorded at the next highest time increment. Time sheets must be signed by the employee or the time sheet cannot be turned in for payroll. We recommend that employees sign up for direct deposit. Pay periods are semi-monthly. Pay days are the 15th and final day of the month. If the pay day falls on a weekend day or the holiday the pay day shall be on the preceding business day. Checks can be picked up on the scheduled pay date after 12pm at Town Hall, 124 E. Coal Creek Drive. Each employee must sign out for their paycheck at Town Hall. Checks will be kept for three business days, including payday, then mailed out to the employee. RESIGNATION An employee desiring to resign his/her position in good standing shall submit a written resignation to the Recreation Supervisor at least two weeks prior to the effective date of such resignation, giving a reason for his/her planned departure and the proposed effective date. WORKPLACE VIOLENCE POLICY The Town of Superior does not tolerate any type of workplace violence committed by or against employees. The Town strives to have a safe work environment free of harassment, intimidation, stalking, threats (direct or indirect) and violent behavior. Unacceptable behavior includes, but is not limited to, causing physical harm, hostile behavior, intentionally damaging personal property, physical or verbal abuse, unauthorized possession of a deadly weapon and violent criminal actions.
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In order to make the workplace as safe as possible, it is everyone’s responsibility to report any situation that could indicate that a person is in potential harm. All potentially dangerous situations, whether from a member of the public, a co-worker, a supervisor or other person, should be immediately reported to a supervisor or a Human Resource representative. Employees should directly contact proper law enforcement if there is a serious and immediate threat to the safety and health of themselves or others. All reports will receive immediate attention and investigations of violent behaviors will be treated confidentially whenever possible. The Town will provide counseling through the Employees Assistance Program to all employees and employee family members who were involved in the situation. The Town may take whatever disciplinary action, up to and including termination, against the offender. Nonemployees engaged in violent acts on the employer’s premises will be reported to the proper authorities and fully prosecuted. Any employee with a restraining order or injunction must promptly provide a copy to their supervisor and to a Human Resource representative. In an effort to reduce the risk of hiring individuals with a history of violent behavior, the Town of Superior conducts background investigations prior to hiring any employee. OTHER EMPLOYEE POLICIES Personal Electronic Devices The limited use of personal cell phones by an employee will be strictly enforced while that employee is working at the pool facilities. This includes texting, checking email, and taking personal phone calls. Personal phone calls and texts should be kept to an absolute minimum and must be confined to the lifeguard offices at both facilities. The Assistant Pool Manager on duty will enforce this policy at their discretion. The following are examples of electronic devices which are prohibited at the pool facilities while at work, including, but are not limited to: MP3 or CD players DVD players Computers Game playing devices Office Behavior The office phone should be used for short phone calls. Belongings should be placed in lockers. Clean up after yourself. Aquatic Staff should not be in the front desk area unless they are covering the desk for a Front Desk Attendant. Office Computers Computers should be used for work purposes only. No streaming, downloading or printing and displaying pictures.
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Section 4 – Lifeguarding Need to Know DEFINITIONS: A ‘Lifeguard on Duty” is a trained and certified employee whose primary responsibility is to maintain a constant surveillance of their assigned area in the pool. A Lifeguard on duty is ACTIVELY SCANNING THE FACILITY AND GUARDING PATRONS. The hip pack and rescue tube must be worn properly at all times while in the stand or while roving. Chairs will not be brought out from either pool facility to serve as Lifeguard stations. A “Lifeguard down from rotation” is not actively guarding patrons and should be performing duties from the maintenance checklist, walking through the locker rooms, and checking the wader pool. The Lifeguard must always be prepared to assist with any emergencies. Lifeguards shall rotate positions as designated by the Assistant Pool Manger. AREAS OF RESPONSIBILITY ONE LIFEGUARD ON DUTY There will be at least one Lifeguard on duty during lap swimming or swim lessons. The Lifeguard is responsible for all of the patrons in the pool area. The Lifeguard must be positioned where they can scan the bottom of the pool as well as all patrons in the pool. TWO LIFEGUARDS ON DUTY During open swim hours at the pools there will typically be a minimum of 2 Lifeguards on duty. Lifeguards need to sit or stand where they have the best view of all of the patrons in their zone. There may be times that one of the Lifeguards will need to briefly reinforce a rule, communicate with a guest or give assistance, which should take no longer than 10 seconds. For longer interactions, the Lifeguard must signal the other Lifeguard to cover the entire area until proper scanning is resumed. THREE OR MORE LIFEGUARDS ON DUTY Three Lifeguards on duty happens most frequently during busy afternoon hours and weekends. The third Lifeguard zone is determined by pool usage and the Assistant Pool Manager. It is our intention to always provide a Lifeguard to patron ratio of 1:25. On occasion we may provide a smaller Lifeguard to patron ratio. We will try not to exceed a Lifeguard to patron ratio of 1:25. If there are not enough Lifeguards to maintain this ratio pool capacity is called. This will be at the discretion of the Assistant Pool Manager. These procedures are meant to be general guidelines, Lifeguards must be able to evaluate the situation at hand and make a judgment call and carry it through with care.
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RED CROSS & STATE GUIDELINES
10/20 Rule A lifeguard must scan their area of responsibility every 10 seconds and have the ability to respond to an emergency and begin providing care within 20 seconds. If you at ANY time feel that you are unable to maintain the 10/20 rule you will need to whistle two times to have another Lifeguard come out on deck. Consent of a Victim You have to obtain the consent of a conscious victim before you provide care. If the person is unable to give consent and is in obvious need of emergency care, the law assumes this person would grant consent to perform any rescues procedures. However a conscious victim on the deck, who is able to speak, can refuse your care. In the case of a child, consent must be obtained from the parent (if the parent is unavailable consent is implied). Abandonment Once you begin providing care, you should continue your care until Emergency Medical Services (EMS) personnel arrive and take over. You can be held legally responsible for the abandonment of a person in need if you leave the scene. You have a legal duty to continue care until someone with experience equal or greater than yours takes over. Duty to Act Most professional rescuers, by case law, statute or job description, have a duty to act at the scene of an emergency. Failure to adhere to this duty could result in legal action. The public expects a certain level of knowledge and skill from personnel summoned to provide emergency care. This level is called the standard of care. For example, the standard of care for certified first responders and EMTs is based on the training guidelines in the states where they work. UNIVERSAL PRECAUTIONS Protection and prevention of disease transmission is a high priority for Aquatic Staff. All Aquatic Staff is required to be familiar with policies and procedures for preventing disease transmission and the proper clean-up of blood borne pathogens. Aquatic Staff should use personal protective equipment (gloves, face mask, goggles/sunglasses) to prevent against disease transmission whenever providing care. POOL AND FACILITY CAPACITY Facility Capacity: When the number of patrons plus aquatic staff totals 195 people in the entire facility including the deck, and locker rooms. Admittance to the pool will cease until patrons leave, at which time aquatic staff can begin allowing new patrons admission to the facility. Pool Capacity: when the number of patrons in the pool exceeds the number of Lifeguards needed to ensure a 1:25 ratio. Admission to the facility is still allowed, but admission into the water is stopped until more Lifeguards are available or patrons exit the water.
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If there are not enough Lifeguards to maintain the Lifeguard to patron ratio (1:25) stop admittance into the water until patrons get out or additional Lifeguards arrive. If your pool is understaffed for the amount of patrons at the pool you must:
Notify your Assistant Pool Manager; Call the other pool to request additional Aquatic Staff if they are available; Call in additional Aquatic Staff;
There is a facility capacity of 195 people. This number includes aquatic staff on site as well as patrons. When your facility hits this maximum number you must stop ALL admittance to the pool facility until patrons begin to leave. Place “Pool at maximum capacity” and “temporarily closed” signs on the front doors, and notify the Front Desk Attendant to stop admittance to the pool. ADULT SWIM The last 10 minutes of every hour is designated Adult Swim. During this time no children are allowed into the main pool. Do not call adult swim for a period longer than 10 minutes, or if there are only a few patrons in the pool area. Do not call adult swim during the first or last hours of operations at both pools. There MUST be a Lifeguard on the stand during Adult Swim. The Aquatic Staff is still responsible for ensuring the safety of the patrons in the facility. The other Lifeguards should be using the time to do facility checks and maintenance duties. PORTABLE HANDICAP LIFT Those who are unable to get in the pool on their own might need the assistance of a Lifeguard or the lift. The portable lifts at North and South Pool must remain on the pool deck and accessible for pool patrons during all hours of operation. AUDITS Audits will be conducted throughout the season on the Aquatic Staff by an Assistant Pool Manager. Audits can be in the form of an observation or a drill in which an emergency situation is simulated, and staff is required to act as if in a true emergency. Once the emergency situation is recognized the Aquatic Staff should activate the Emergency Action Plan (EAP), and perform the appropriate rescue or assistance. Aquatic Staff who are unsure regarding whether or not the victim needs to be rescued or assisted should at least make contact with them. Simply blowing your whistle once and asking if the victim is okay will help you to assess whether or not you need to provide further care. Aquatic Staff who fail to recognize the victim or perform the appropriate rescue may have to re-challenge their lifeguarding skills.
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IN-SERVICE REQUIREMENTS All Lifeguards will be required to attend at least one scheduled in-service per month. In-Service attendance will be mandatory and is required for staff to remain current on their rescue skills and up-to-date on each facility’s emergency response protocol. Important topics will also be covered at in-services and will provide an opportunity for staff to express any comments or concerns they may have to the Assistant Pool Managers. Failing to show up for a monthly in-service, without prior approval from the Recreation Supervisor, will result in disciplinary action.
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Section 5 – Customer Service Guidelines CUSTOMER SERVICE ETIQUETTE Employees should always deliver professional and courteous customer service when answering the Town telephone lines and interacting with walk-in traffic. A positive and proactive approach to problem solving is required to address the diverse and unpredictable requests encountered every day by Town staff. Therefore, employees should ask clarifying questions in order to connect people with the most appropriate staff member to serve their needs. Aquatic Staff should never feel pressured to answer questions beyond their level of knowledge or experience. Callers may be asked if another member of the staff could be of assistance. Employees should never feel responsible for responding to an angry or irate caller or one who makes inappropriate or demeaning comments. In such cases, employees should refer the caller to a supervisor. HANDLING PHONE CALLS
Answer Calls Promptly Identify Yourself When the phone rings please answer “Town of Superior (South Pool/North Pool) this is _______, How can I help you” Take Accurate Messages- Take a detailed message of what the person is calling for, first and last name, phone number and good time to reach the person. Make sure to pass the message on to whomever it pertains to. Never Leave a Line Open- This mistake can sometimes have disastrous results. Place the call on “HOLD”, if possible, or lay the handset down gently on a pad of paper or other sound-absorbing surface. Lifeguards on the stand SHOULD NOT be on the phone. GUEST SERVICE STANDARDS FOR AQUATIC STAFF
Greet the Guest Acknowledge the guests’ presence by the time they get within two feet. Say “Hello”, “Good Morning”, “Good Afternoon”, or “Good Evening!” Ask “How may I help you?” When I am with another guest I will let them know that “I or someone will be right with you!” When talking with co-workers, I will interrupt my co-workers when a guest approaches so that the guest will know that they are the first priority. Communicate Be approachable.
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Have my voice tone, body language and the words I choose be fun, energetic and enthusiastic. Offer suggestions and explain options to their satisfaction.
Guest Relations Provide options or alternatives if we are unable to fill a guest’s request. Repeat back the guest’s request to make sure it is correct. Say, “Thank you” to each guest. Safety and Cleanliness Safety #1 and Cleanliness #2; I will pick up trash and do whatever I can to help keep the pools safe and look neat and tidy! WAYS TO RAISE THE BAR IN GUEST RELATIONS Know what your customers want, expect and need. They want to feel welcome, comfortable and appreciated. They want respect. They want to be recognized and remembered. They expect timely, prompt and orderly service. They expect accurate information. They expect professional, courteous help. They need to be heard and understood. They need to receive help or assistance and to be safe. They need to feel important and receive personal treatment. STEPS TO CALMING UPSET PATRONS Move to a private area. Whenever a customer is upset, ask him or her to step aside so that you can talk privately. If you believe the situation is unsafe or volatile, always remain calm and call for back up assistance. Remember the customer’s name and use it frequently. When you use the customers’ names in the conversation, it demonstrates that you care – and by extension shows them that you are likely to help them with their needs. Listen and acknowledge that you are listening. Demonstrate that you are listening; repeat back what they have said for confirmation. Consistent eye contact, nodding, and repeating key words also reinforce that you are paying attention. Scenario: A patron comes in to the front desk upset that the pool is closed due to weather and that he and his guests cannot go swimming. 1. Keep a straight face 2. Listen to his entire story and then 3. Repeat the details to make sure you’ve paid attention
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Don’t interrupt. No matter how difficult it is to hear the whole story, avoid the temptation to interrupt. It’s important to allow your our customers the chance to express their concerns. Scenario: An upset mom can’t get her child into the next session of swimming lessons. 1. Listen to her entire story 2. Once she is finished, don’t make excuses. 3. Offer an alternative that can help improve the situation. In this case, tell her about private lessons that can be scheduled during the next session. Use the Two-Second Rule. After the customer has finished telling his or her side of the story, count to two before you begin talking. This guarantees that the customer has time to finish and gives you a few seconds to prepare what you are going to say. Speak respectfully. Body language, voice tone and other nuances can make the difference between whether customers see you as respectful – or not. Choose your words carefully. The right phrase can do a lot to diffuse a tense situation. Instead of using words like “policy” and “can’t” choose a more pleasing response. The chart below provides some helpful suggestions. Popular Phrases I’ll try Our policy Your problem You’ll have to… We can’t do that. He’s not here.
More Positive Responses I will Our guidelines The situation or the concern The best thing to do is… What I CAN do for you is… That person is not available at the moment, how can I help you? Let me show you where that information is in our brochure. Let me find out for you.
That information is in our brochure. I don’t know.
Represent the Town of Superior – not yourself. Always respond with “we” instead of “I”. When you represent yourself as part of the bigger picture, you have stronger backing and more credibility than when you use “I” and appear to be acting on your own. Apologize to the customer. If a customer comes to you with a complaint and the error is a result of an oversight on the Town’s part, don’t hesitate to apologize. Fix the situation as quickly as you can. It is more important to appease the customer than it is to fight about who was right and who was wrong. Resolve the situation quickly and in a positive manner. Minimal response time is imperative to a positive end result. Immediately let your customer know what you CAN do for them. If you need to get approval from your Pool Manager, let your
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customers know the specific steps you plan to take on their behalf. If it takes longer than expected, provide an update and let them know you are still working on it. Scenario: A mom asks to use the baby pool for her younger child while her older child is in swim lessons. 1. Let her know what you CAN do for her. In this case you could let her know that the playground is open for play while swim lessons are going on. Thank the Guest. It may feel odd to thank a customer for complaining, particularly if the exchange is unpleasant. However, your customer is doing you a favor by bringing this issue to your attention. It gives you the opportunity to address the problem before it affects other customers. GOSSIP & PATRON COMMUNICATION Town employees’ actions, appearance, and statements can be overheard by patrons. It is necessary that Aquatic Staff are professional at all times. Communicate pertinent information such as why pools close for lightning, pool hours, pool rules and regulations, and how to register for swim lessons. Do not pass on information regarding Aquatic Staff performance (ie: making or missing a rescue, that we are understaffed, etc.). If you don’t know an answer to a patron’s question, say “I don’t know. I’ll get back to you on that”, and then go and find the answer. Do not make one up. Do not talk about confidential or sensitive information when on the job; especially if it does not involve you.
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Section 6 – Resident & Guest Policies GENERAL ENTRANCE POLICIES Resident ID Cards All patron 9 years of age or older that live within the Town of Superior need to have a pool photo ID card to use both the North and South Pools. Patrons under 9 years of age do not need an ID when accompanied by and adult (18 years of age or older) or a youth 13-17 years old with a current Red Cross Babysitter’s Certificate and Resident ID card. To receive and ID, proof of residency (i.e. current water bill that is postmarked within 60 days and/or current lease document) is required along with a current photo ID. Resident ID’s are issued at Town Hall and South Pool. Pool patrons without a valid Pool ID card will be charged guest fees. Guest Policy All guests are required to sign in at the front desk and MUST be accompanied by a resident (ages 9 and older) with a Pool ID card at all times while at the pools. Fees for guests are: Ages 0-5 - Free Ages 6-17 - $2 Ages 18-59 - $2 Seniors 60+ - $2 Guest Punch Card (20 punches- ages 6 and older) - $35 Pool Party Rental Information Parties consisting of 10 or more non-family members gathering in an organized group during the normal operating hours of the pools are responsible for making a pool party reservation. This reservation is critical due to the limited life-guard to patron ratio that is in place at each pool. Fees are charged to reserve the facility for the event and do not cover the entry fees of any nonresident of the Town. These fees cover the cost of an additional lifeguard(s) to be present during the party, and reserves two (or more) pool side tables for the group. Non-residents of the group shall be charged the applicable guest fees separate from any reservation fees. Day time pool party reservations are available only to residents of the Town of Superior; non-residents may not reserve the facility or enter the facility without the accompaniment of a Town of Superior resident. Evening pool rentals are available for non-resident groups. *Pool reservations during normal operating hours are non-exclusive. Rental parties will be expected to share the pool area with the public. Fees and policies differ for evening pool party rentals. Both the North and South Pools may be rented for evening pool parties. The hours that the pools may be rented are Sunday through Saturday evenings 8:00 p.m.-10:00 p.m. Parties must be out of the pool facility by 10:00 p.m. Please direct rental applicants the Parks and Rec office or have them call 303-499-3675 for availability. All reservations must be made two weeks in advance.
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RULE ENFORCEMENT Do your best to enforce all of the rules of the pool at all times. Consistency from Aquatic Staff will bolster our public image and make everyone’s job easier. Pool Rules Children under the age of 9 must be accompanied by an adult (18 years and up) or a youth 13-17 years old that has a current Red Cross Babysitter’s Certificate. Pool patrons must either present a Pool ID card or pay guest fees for admittance. “Breakout” or “Adult Swim” will be called at 10 minutes till the top of the hour for Restroom Breaks and Safety Checks. A maximum of 195 people (including Aquatic Staff) are allowed at either pool at any time. Children who require floatation devices must have an adult within an arm’s reach. Lifejackets, water wings, floaty swimsuits are allowed at the pools as long as an adult is within arm’s reach. Rafts and other flotation devices are prohibited. Proper swimming attire must be worn; swim diapers must be substituted for diapers. Tobacco and alcohol are not allowed on the premises. The Lifeguard, in accordance with the Assistant Pool Manager, has the authority to close the pool whenever unsafe conditions occur. Diving, flips and launching are prohibited. Unsafe behavior and horseplay is prohibited at the facility Showers must be taken before entering the pool. Eating is permitted under the shade structure(s). Glass objects are not permitted in the pool area. Gum is prohibited. Pets must remain outside of the facility. Town of Superior Aquatic Staff is not responsible for patron’s belongings. Wader Pool Rules Children must be supervised by an adult at all times. Children must be under the age of 6 to use the wader pool. Slide Rules One person on the slide at a time. Children with floatation devices may use the slide with an adult. Feet first down the slide. Other Facility Rules Overnight parking is not allowed at Town facilities without Town permission. Motorized vehicles are not permitted on facility grounds, except in the parking lots.
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PATRON SUSPENSION POLICIES The Town of Superior outdoor pools are family pools operated for the benefit of the community. It is essential to the enjoyment of its patrons that a pleasant atmosphere be maintained and that the behavior of patrons does not disrupt the experience of others. Pool rules are intended to achieve this goal by imposing minimum restrictions necessary regarding the actions of any individual. Suspension for any issues should be limited to a 24-hour period. If minors are involved, notification of parent or guardian is required. If an individual is suspended no refunds shall be granted. Fill out an incident report. The nature and seriousness of the offense will determine the appropriate action. Aggravated circumstances, even if it is their first offense, may warrant a period of suspension. Notify the other pool of any patron suspensions. General Issues: Harassment of Town of Superior guests including physical and verbal abuse Use of abusive language Loud, threatening or rude behavior Disregard for Town of Superior policies Abuse of Town of Superior equipment or property Fighting Not paying to use the Town of Superior facilities Theft Vandalism LOST AND FOUND If you find something of value in the pool area please take it to the Front Desk Attendant. Items of value should be deposited with the cash report at the end of the day so that it can be placed at the Parks & Recreation Office for safe-keeping. FOOD Food is only allowed in designated food areas on the pool deck. This is due to the problems that we have with bees and ants. Food is kept to designated areas in an effort to limit the trash from food items, and prevent it from entering the pool. This will help us keep our pools clean and safe to swim in.
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Section 7 – Emergency Policies EMERGENCY SITUATIONS
Assess the emergency situation. Help the person to the best of your ability and your level of training. Part of your assessment involves deciding whether or not to call 911. If there is any question, or you suspect a life-threatening situation – CALL 911. You cannot guarantee payment of any medical claims against the Town of Superior in the event of an injured guest or employee. In the event of an injured employee, the claim is reviewed by workers compensation. Complete an Incident Report Form within 2 hours of the emergency. EMERGENCY ACTION PLAN
Emergency action plans (EAPs) are detailed plans for how everyone acts in emergencies. All Aquatic Staff (Assistant Pool Manger, Swim Lesson Coordinator, Lifeguard, Front Desk Attendant, Swim Instructor) are required to know the Town EAP procedures and be prepared to assist in an emergency. Aquatic Staff are expected to provide care only to their current level of training, and should always hand off treatment to a person at the same or higher level of training. Aquatic Staff must know what actions to take in an emergency.
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ELECTRICAL STORM – LIGHTNING/THUNDER When dangerous severe weather conditions exist Aquatic Staff must clear all swimmers from the pool. Patrons must take shelter in the building or under the roof of the facility. Patrons should be kept away from all water sources, including showers and drinking fountains.
The pool is cleared for any visual sight of lightning or any audible thunder. Monitor the bathrooms, as kids will play in the showers to stay warm. When lightning is sighted or thunder is heard by Aquatic Staff; it needs to be verified by the Assistant Pool Manager. Patrons will remain out of the water until a 25-minute period has passed with no lightning sighted or thunder heard in a close range. Notify the other pool of the closure. Call the Parks & Recreation Office (303-499-3675) to inform that the pools are closing due to weather. Then please call the office back when the pools re-open for swimming. There are no refunds due to weather. Front Desk Attendant must advise patrons coming in about weather conditions and the potential for pool closure. If the pool closes for the day pool closure signs should be posted. North Pool; place sign at the entrance on Indiana St. South Pool; place sign on Huron Peak Ave. LOW ATTENDANCE POLICY
If attendance is low when opening, wait at least 1 hour before sending any Aquatic Staff home early. Make sure all large groups have confirmed for the day. After evaluating the weather, attendance and time of the day, the Assistant Pool Manager may begin the process for sending home extra Aquatic Staff. Assistant Pool Mangers and Front Desk Attendants are the last to be permitted to go home. Cleaning and closing duties must be completed before Aquatic Staff is dismissed.
The pool(s) may close for the day only with consent from the Recreation Supervisor. LOSS OF POWER
Clear the pool if the pumps are affected by the power loss. Turn off the pumps, sensors, lights, etc. When the power returns turn everything back on, contact the Parks cell or Recreation Supervisor if problems continue. FIRE
Clear patrons out of the pool and facility. Direct patrons out through the side gates and evacuate them into the parking lot. If you witness a fire or explosion call 911. No one is to return to the building until the “All Clear” is given. Patrons should not be allowed to go to the locker rooms.
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REPORTING A SUSPICIOUS PERSON If you witness suspicious behavior, either verbal or physical, contact the Assistant Pool Manager. Obtain as much information about the person as safely possible. If a person suspected of suspicious behavior returns to the facility notify the Assistant Pool Manager. DO NOT jeopardize your own safety or the safety of others by trying to physically restrain an individual or get in the middle of a dangerous situation. Complete a Suspicious Persons Checklist. If the situation requires it call 911. CHEMICAL SPILL OR LEAK Aquatic Staff suspecting a chemical spill or leak should always first consult the MSDS sheet for the chemical. MSDS sheets are located in a binder at the front desk. Always follow personal safety precautions, and use personal safety equipment.
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Section 8 – Patron Incident Reporting An incident report must be filled out for any of the following: Rescue Injury to Patron Accident Vandalism Theft Acts of misconduct Unruly behavior Repeatedly breaking pool rules. Disgruntled patron. Other incidents that might come up later and need documentation. Guidelines to Completing an Incident Form: Incident report forms can be found in the binder located in the front desk area.
Write in ink, indicate the date, and specific area of where the incident occurred (not just the pool area, put specifics).
Fill in the nature of the incident – give only the facts, if you did not witness something DO NOT suspect what happened.
Fill in the name, age, address, phone number, etc. of the person(s) involved.
Indicate the circumstances surrounding the incident.
List the names, addresses and phone numbers of any witnesses – if needed have them write a brief description of what they saw – you may need to have them write this on the back of the incident report. Try and find at least 2 witnesses.
Sign your name at the bottom of the report as the person filing the report and note the date.
The Assistant Pool Manager is responsible for making sure all specifics are complete on the report and notifying the parent/guardian if appropriate.
The Recreation Supervisor should be notified of the incident if 911 was called or more advanced medical care was advised.
Put the completed form in an envelope and drop into the Recreation Supervisor’s folder at the front desk.
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RECEIPT OF THE AQUATIC MANUAL I acknowledge that I have received, reviewed and understand the Town of Superior Aquatic Manual. I agree to abide by the rules and regulations specified therein.
EMPLOYEE: DATE:
SIGNATURE:
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