Customer Service
A parent comes up to you and asks you a question. You are 100% confident that you know the answer. What do you do?
Answer the question. However, if you are not 100% confident, go get a coordinator for help.
What are the areas that a mini camper may be in during swim time?
Pool
Sand pit
It is 11am on Wednesday and the entire day camp group is in the camp house. What should be happening?
You should be ready to go to fitness. Kids should have shoes on and water bottles filled. Kids should be counted and safely walking across the parking lot.
What time does extended care start and end?
Starts at 8am
Ends at 5pm
One of the campers in your group got a minor cut on their arm. Where should you be able to locate a Band-Aid and what should you do?
Band-Aids are in the counselor backpack. You should put the Band-Aid on the camper and keep your eyes on the camper to see if the situation gets worse.
Johnny comes back to camp on Tuesday with a sunburn. His mom asks if he can get extra sunscreen today. What do you do?
1. Apologize and assure her that he will get more sunscreen today.
2. Write a sticky note.
3. Stick it on the communications board and communicate it to the other counselors (i.e. morning meeting)
Explain the minicamp swim test
Minicampers must wear a lifejacket unless they pass the swim test. The campers jump in the pool on the east side of the pool and swim to the basketball hoop. If they pass, they do not need a lifejacket, but if they do not, they must wear one. A coordinator will be there to facilitate.
It's 7:45am and you just arrived to open. What are the steps to opening camp?
Set up table with tablecloth, wristbands, check-in binder, lunch binder, lunch and sunscreen baskets
Go over craft and games to ensure that no further setup is required.
When does PM extended care start?
When all the other campers have left or at 3:30pm (whichever comes first).
You are playing sharks and minnows, and two campers bonk heads. One camper is crying inconsolably and there is a noticeable bump on their head. What do you do?
Stop the game, assess the situation, have one counselor sit with the camper and radio Katie or Levi to get ice or take further action.
Johnny had some challenging behaviors today. At pick-up, his dad asks how the day went. What could you do or say (hint: there are options)?
If you're comfortable, you could say that he had some challenges, but he fixed his behavior.
OR,
If you're uncomfortable answering this question, get a coordinator.
It is 10:15 and the kids are restless and hungry. The group is done with the game for the day. What do you do?
Get them changed & sunscreen early and go to the playground.
It's 12:30 and most of the campers are finished with lunch and running around the lunch field having fun. What do you do?
Tell campers to help clean up all trash. Do sunscreen. Bring kids to pool.
It's Tuesday at 8:15am and Johnny's dad is dropping him off for AM extended care. Johnny's dad wants to order him a lunch, but you can't find the lunch form that he started yesterday (Monday). What do you do?
Get a coordinator. If no coordinators are there, just have him fill out a new lunch sheet and put a sticky note on his lunch form.
You are aquatic observing and are struggling to count all of the campers in the deep end because of how busy it is. What do you do?
Ask the counselor in the pool how many are in their area.
Add up the campers in other areas to see how many you should have in the pool.
A member comes up to you at the pool with a concern (trash in the pool, camp kids are breaking rules, etc.). What do you do?
Apologize and tell them that you are getting a manager to come talk to them. Radio for a coordinator to come down and tell them the concern.
You are playing a game with minicamp and can tell that one camper is having a rough day. They do not want to listen to the counselors or participate in any camp activities. What do you do?
Sit out with the camper and let them take a break. Discuss behavior with the camper if possible.
Kids line up at the deep end with the lifeguard. They must jump in, tread water for 10 seconds, and swim to the other side. If they pass, they may swim in the deep end for the week. If they do not pass, they must stay in the shallow end. A coordinator will be at the pool to record the results and facilitate.
It's 3:15 and the only kids left are the kids enrolled in extended care. What do you do?
1. Make sure all campers have full water bottles or have gone to the drinking fountain.
2. Give campers snack (usually popcorn, goldfish, etc.) on a paper towel
3. Make sure campers are taking quiet time to relax (sitting, drinking, eating, etc.)
4. Vote on where they want to go (sand pit, basketball court, pool)
It is time to count at the pool fence and you only count 10 out of the 12 campers in your group. What do you do?
1. Search the pool, bathrooms, sandpit, basketball court.
2. Ask other counselors or campers if they have seen the missing kids
3. Radio Katie and Levi
A member's kid is throwing sand at a camper. You've ask the kid to stop and they will not. What do you do?
Radio for a coordinator to come down.
Johnny is wearing a lifejacket wristband, but he strongly believes that he can swim without one. He cries and screams whenever you try to put a lifejacket on him. What do you do?
If possible, do your best to put a lifejacket on him and get him in the pool. If he refuses, get a coordinator to check the check-in sheet or call the parent to ask.
Your shift is 11:45-5:15 (closing shift). What are your responsibilities?
1. Bring lunch bins and hot lunches to lunch field (other counselors help with this).
2. After lunch, take out trash, make sure lunch area is clean.
3. Prep craft in craft house
4. Prep movement or themed game if necessary
5. Get materials for check-out (binder, lunch and sunscreen bins, authorized pickup binder)
6. Start extended care after the day campers have left
It's 5:15pm and Johnny's parents have still not come to pick him up. Levi and Katie have left. What do you do?
Ask the pool check-in desk to call the parents to let them know that they can pick him up in Kid's Stuff. Check him into Kid's Stuff and let the Kid's Stuff employees know.
You are aquatic observing and see a camper struggling with their head underwater and hands in the air (actively drowning). What do you do?
Activate EAP, call code response, tell the closest lifeguard immediately.