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Welcome to the SwimSafe

Welcome to the SwimSafe. 2011 In-service Training . Welcome!. Today’s in-service training will cover: Company Policy Procedures Emergency Action Plan (EAP) Outstanding Customer Service And other lifeguard essentials. Company Policy. Our Number One priority is… SAFETY!

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Welcome to the SwimSafe

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  1. Welcome to the SwimSafe 2011 In-service Training

  2. Welcome! • Today’s in-service training will cover: • Company Policy • Procedures • Emergency Action Plan (EAP) • Outstanding Customer Service • And other lifeguard essentials

  3. Company Policy • Our Number One priority is… SAFETY! • Keeping the patrons safe • Keeping the pool safe • Keeping yourself safe

  4. Newsletter • Your supervisors and managers meet a couple times a month to put together a newsletter. The newsletter includes: • Any updates • Reviews and any changes to company policy • Names lifeguards of the month • Names pool of the month • Provides safety reminders • Shares stories of heroic rescues and exemplary lifeguarding on our staff • Comes attached to your paycheck

  5. Certifications • SwimSafe must have a current copy of your certifications. • Policy- If we do not have a current certification on file, you will not be allowed to lifeguard and will not receive your paycheck until we have current copies. • No Exceptions! • What if I cannot find my cards? • Call the American Red Cross at 792-4000. Fee is $5.00 for a replacement • If you just got certified, get a letter of passing from your instructor.

  6. Your Shift • Arrive 10 minutes before scheduled shift • Do not bring your cell phone to the lifeguard chair or onto the pool deck • NEVER LEAVE A POOL UNATTENDED • Wear sunscreen or thou shall get burnt • DO NOT come to work under the influence of alcohol or drugs

  7. Your Shift (cont’d) • Clock-in no earlier than 10 minutes before shift • Clock-out when your shift is over • Enforce pool rules • Employees must be in proper SwimSafe uniform

  8. Uniform Lifeguard Whistle SwimSafe name tag SwimSafe T-shirt Lifeguard Tube Lifeguard Hip pack SwimSafe Swimsuit

  9. Uniform Policy • You must be in full uniform while on the clock • Do not wear uniform to the pool as a member! • Everyone gets 1 name tag – replacement name tags will be an automatic $5.00 deduction from your paycheck.

  10. Finding a Sub • Post a sub slip as soon as you realize you need a substitute. • IT IS UP TO YOU TO FIND A SUB FOR YOUR SHIFT! • If no one signs up: call, bake cookies/bribe, switch shifts, etc. • Last resort: talk to your manager

  11. How to fill out a Sub Slip • Sub Slip • Your name: • Current Date: • Shift Needed: • Date Needed: • Name of Sub: • Signature of Sub*: • Manager’s Signature: Needs both signatures

  12. Down Time During Shifts • Absolutely DO NOT: • Play Cards • Watch television • Smoke • Play around the pool deck

  13. Instead… • Do your fitness swim • Fill up water bottles and rehydrate • Look for something to clean: • Bathrooms, drain covers, pool deck • Reapply sunscreen • Review CPR/Lifeguard Skills • Review EAP

  14. Rainy Days and Inclement Weather • Arrive to scheduled shift unless called • Expect to do work or safety review • The number of workers to stay will be determined by the office and pool manager. • Remember: Lightning is 30 minutes from last sighting. Distant thunder is 20 minutes from last sounding.

  15. Customer Service • Skill 1: Answering the phone • How to Answer the Phone: • “Hello, Evendale Pool, This is ______ speaking how may I help you?”

  16. Customer Service • Skill 2: Tactful Lifeguarding • Always try to put yourself in the place of the patron. Try to understand where they are coming from and give an attentive ear to questions or concerns. • If you are approached by a patron with a question, be curious and helpful. • Do not answer a question you do not know • Instead, tell the patron you will find someone who does know the answer (ie: your manager) and get back to them.

  17. Customer Service • Skill 3: Rule Enforcement • Why do we enforce rules? • What are some rules we enforce? • Do not scream at patrons • Initially, explain the rule: why we enforce it. • For adults, it’s best if you tell them discreetly (unless they continuously break the rules)

  18. Customer Service • Skill 4: Perception is Reality • What a customer or guest “believes to be true” is true, for them, because they formulate their feelings before they have the facts. • It is possible to do a great job, but be perceived in a negative way? • Examples? • How does that negative perception effect you?

  19. BLOW YOUR WHISTLE! • Whistle Signals • 1 short blast Get patrons attention • 2 short blasts Get other lifeguards attention • 3 short blasts EMERGENCY (get backboard) Call 911 Activate EAP! • 1 long blast Lifeguard is leaving post for a save / Alert other LG’s to provide back up zone and additional help if coverage is needed. • 1 long simultaneous blast Adult Swim/ safety break

  20. PAY DAY • Payroll Dates – page 16 in your handbook • Always 1 week behind • Paid for training on first check June 10 • Pay Discrepancies • Must go to www.swimsafepool.com and submit correct form if you forgot to clock in or out • If total hours seem off, email bridgetswimsafepool.com with exact dates and times you worked.

  21. HOW TO CLOCK IN/OUT • 513-755-0800 • Computer will answer: “Enter Employee Pin” • If asked, Enter Job Pin: • Enter Activity Code:

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