PR's
What is the first thing you should do when a patron approaches you with a complaint?
What is listen actively and without interrupting?
What is the purpose of the daily logbook?
What is to record key events, track tasks and record staffing notes?
What is a SAL's responsibility on RecStaff
What is one core responsibility of a Senior Aquatic Leader during their shift?
What is supervising staff and ensuring patron safety?
What should you do when a parent reports they can't find their child?
What is signal for a missing person search and stay with the parent?
What tool should you use to document all patron interactions that involve concerns or incidents?
What is an incident report?
How soon after an incident should you complete and submit the report?
What is as soon as possible, ideally before the end of your shift?
You notice a lifeguard is double-booked in the schedule. What is the first step you take?
What is confirm which is their original shift and assess priority?
What is one way to model professionalism on deck?
What is arriving prepared, following policies, and treating staff/patrons respectfully?
In the event of an evacuation, this person needs to be notified?
Who is, Michael Fox (manager)?
A patron is upset about a canceled class. What is one way to de-escalate the situation?
What is empathize, explain the reason calmly, and offer alternative options if available?
There is a complaint about an instructor from a parent. Who's business card should you provide?
Who is the Aquatic Program Supervisor
How can you verify that a participant is registered for a program before allowing them into class?
What is checking the class roster under "View Activities"?
What should a SAL do if a staff member is bumping late and not completing off-deck tasks?
What is check in with staff member to understand their situation?
What should you do if a patron refuses treatment and refuses to sign a refusal of treatment?
What is make note of the refusal in the report?
What’s a best practice for addressing recurring patron behaviour concerns (e.g., disruptive swimmers)?
What is documenting the issue, communicating with the team, and following up with supervisors if needed?
There is a complaint about the lack of space in the pool during lessons. Who's business card should you provide?
Who is the Coordinator?
The instructor grid doesn't match the lesson master grids. What should you do?
What is check for canceled lessons and reassign instructor if needed?
Who do you report to if there is a recurring staffing concern or conflict you can’t resolve?
What is the Aquatic Programmer Supervisor or Coordinator?
During a major emergency, what is one role the Senior Aquatic Leader plays aside from direct response?
What is scene control, communication with EMS, directing staff or crowd management?
What should you do when a conflict breaks out between patrons involving racial comments and spitting on one-another?
What is separate parties involved and communicate code of conduct. Complete IR and contact RCMP if needed?
When writing an email about an incident, what tone and structure should you use?
What is respectful, clear, and objective — include a greeting and summary of events?
A parent says they registered but doesn’t appear on the roster. What steps should you take?
What is confirm the registration in the system, check payment status, and refer to front desk if unresolved?
A new staff member no-shows to their shift. What is your role as a Senior Aquatic Leader in addressing this?
What is get a hold of them and remind them of their shift? (Encourage them to take their time coming)
These steps should be taken after a major emergency has been resolved and the scene is cleared?
What is complete incident reports, debrief with staff involved, restock any used equipment, and communicate with management if required?