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Table of Content MISSION STATEMENT ......................................................................................................................... 3

INTRODUCTION..................................................................................................................................... 4 JOB TITLE: HEAD LIFEGUARD............................................................................................................ 5 JOB TITLE: LIFEGUARD ...................................................................................................................... 6

AQUATIC STAFF EXPECTATIONS ................................................................................................... 7

PROFESSIONAL AQUATIC STAFF CONTACT INFO.................................................................... 8

POLICIES & PROCEDURES ................................................................................................................ 9 GENERAL ............................................................................................................................................... 10 OUTDOOR AQUATIC CENTER ................................................................................................................. 19 POLICIES FOR CRS EMPLOYEES............................................................................................................. 20

EMERGENCY PROCEDURES............................................................................................................ 25 GENERAL ............................................................................................................................................... 26 EMERGENCY ACTION PLAN ................................................................................................................... 29 EVACUATING THE CAMPUS RECREATION CENTER ................................................................................ 32 USE OF DEFIBRILLATOR & EMERGENCY ACTION PLAN FOR CARDIAC ARREST EMERGENCIES............. 35

WEATHER POLICIES ......................................................................................................................... 37

INTERACTION WITH THE PUBLIC................................................................................................ 40 CUSTOMER SERVICE ....................................................................................................................... 41 ACCOMMODATING PERSONS WITH DISABILITIES .................................................................. 45 10 COMMANDMENTS OF COMMUNICATING WITH PEOPLE WITH DISABILITIES............ 46

CONCLUSION ....................................................................................................................................... 47

INDEX...................................................................................................................................................... 48

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Mission Statement

Campus Recreation Services exists to provide varied recreational opportunities that enhance the quality of life for members on the University

of Maryland Community. This mission is realized by:

• Educating and encouraging participants to use leisure responsibility. • Providing access to aquatic facilities and structured opportunities for participation

in aquatic activities (Aquatics Program). • Offering structured and non-structured opportunities form improving and

maintaining physical fitness (Fitness/Wellness Programs) • Providing varied recreation facilities and equipment for convenient, individual and

team sports (Intramural Recreational Program). • Offering opportunities for learning new leisure skills and improving existing

recreational sports skills (Non-Credit Instructional Program). • Offering structured opportunities for participation in challenging outdoor

adventure activities. • Offering opportunities for individuals with a common sport interest to engage in

organized club activity, which may be instructional, competitive, social, or developmental (Sport Club Program).

• Offering students significant opportunities for career development, including the

acquisition of leadership, management, and technical skills (Social Employment Program).

• Providing opportunities for all members of the community, regardless of ability.

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Introduction A swimming pool is no better than the people who operate it. The Campus Recreation Services aquatics professional staff has prepared this manual. The aquatics manual is developed to guide personnel and ensure the education of all policies and procedures related to working in the aquatics program area. This manual is subject to periodic revisions, and all revisions will be posted with an effective date. All aquatic personnel are responsible for the information in this manual. Upon accepting a position with Campus Recreation Services, you have agreed to meet all requirements for your prospective positions. The primary responsibility of all lifeguards, in and around the aquatic facilities, is the safety of the patrons. This includes recognition of hazardous situations or conditions, responding to emergencies, and, most importantly, practicing preventative lifeguarding to reduce or eliminate hazardous situations. Secondary responsibilities are the cleanliness and maintenance of the aquatic facilities. Please keep in mind that by accepting a position with Campus Recreation services you not only represent the aquatics program area but Campus Recreation Services as well. You should act in a professional manner not only at all Campus Recreation Services facilities, but also in your daily actions as well.

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Job Title: Head Lifeguard

JOB DESCRIPTION: Responsible for managing daily pool operations including, but not limited to, supervising lifeguarding staff, maintaining the facility, planning and conducting in-service training for staff, and performing lifeguarding duties.

MINIMUM QUALIFICATIONS: Current certification in the following: • American Red Cross Lifeguard Training • American Red Cross Community First Aide & Safety • American Red Cross CPR for Professional Rescuer • American Red Cross AED

KNOWLEDGE AND SKILLS: • Through knowledge and application of lifeguarding rescue techniques • The ability to instruct, assigns, supervise, and evaluate lifeguarding staff in the

performance of their duties • Knowledge of the principles and practices of facility rules, policies, and procedures • Leadership qualities and public relations skills

EXPERIENCE: • Minimum of one semester of lifeguarding experience at the CRC (Fall or Spring) • Supervisory experience preferred

GENERAL DUTIES: Responsible for, but not limited to: • Responsible for safety the facility patrons • Responsible for the supervision of the lifeguarding staff • Enforces all of the facilities policies, rules, and regulations • Responds to patron inquiries and concerns • Supervises the general care and cleaning of the facility • Inspects the facility on a daily schedule and reports any unsafe conditions and

equipment to the facility manager immediately • Performs lifeguard duties • Carries out additional duties as assigned by the facility manager

RESPONSIBLE TO: Aquatic (Lifeguard Coordinator) Manager, Aquatics Director, Aquatic Coordinators (Pool Operations & Program)

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Job Title: Lifeguard

JOB DESCRIPTION: Responsible for ensuring the safety of facility patrons by preventing and responding to emergencies

MINIMUM QUALIFICATIONS: Current certification in the following: • American Red Cross Lifeguard Training/First Aide • American Red Cross CPR for Professional Rescuer • Pre-employment testing of lifeguarding skills and knowledge

KNOWLEDGE AND SKILLS: • Through knowledge and application of lifeguarding surveillance and rescue

techniques • An understanding of facility characteristics, rules, policies, and procedures • Leadership and public relations skills • Decision-making skills

RESPONSIBILITIES: Responsible for, but not limited to: • Recognize and respond effectively in emergencies • Enforces all of the facilities policies, rules, and regulations • Inspects the facility on a daily schedule and reports any unsafe conditions and

equipment to the facility manager immediately • Complete records and reports • Participates in regular in-service training sessions • Exercise regularly to maintain a fitness level (strength and endurance). • Responds to patron inquiries and concerns • Supervises the general care and cleaning of the facility • Carries out additional duties as assigned by the facility manager

RESPONSIBLE TO: Head lifeguard, Aquatic (Lifeguard Coordinator) Manager, Aquatics Director, Aquatic Coordinators (Pool Operations & Program)

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Aquatic Staff Expectations SAFETY PROCEDURES Your primary responsibility consists of the following: prevent accidents, respond quickly to all emergency situations, give first aid and communicate with other staff, management and patrons. PROPER SCANNING TECHNIQUES - LIFEGUARDS You are required to view your area of responsibility, including both pool and deck in accordance with the 10/20 Rule (10 seconds to recognize victim and 20 seconds to rescue the victim). SKILL PERFORMANCE You are required to know and be able to perform at all times: CPR (adult, child, and infant using your resuscitation mask), and first aid. In addition, lifeguards are required to be able to perform water rescue techniques. RULE/POLICY ENFORCEMENT You are required to follow all University of Maryland, Campus Recreation Services and Maryland State, policies and procedures. You are required to maintain consistent, effective discipline by enforcing Aquatics policies and facility rules. CARE FOR FACILITY AND EQUIPMENT You are required to take care of all Campus Recreation Services equipment. If you damage Campus Recreation Services equipment or property, you will be required to pay for the damages. PERSONAL RELATIONS WITH PUBLIC/STAFF You need to establish and maintain good public relations and provide assistance in a courteous manner at all times. You are required to be courteous and patient with patrons and staff while maintaining a positive and helpful attitude. COMPLIANCE WITH WORK INSTRUCTION You are required to perform your assigned duties regardless of the degree of supervision. You are required to do the best job possible.

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Professional Aquatic Staff Contact Info EMERGENCY 911 Jared Welsh, Aquatic Manager- Pool Operations 301 226-4423 work

Jwelsh1@umd.edu 301 563-2051 pager 240 430-0513 cell Stephen Parks Aquatic Manager- Lifeguard Coordinator 301 226-4422 work

Sparks1@umd.edu 301 563-2176 pager Carrie Tupper Associated Director of Aquatics 301 226-5383 work

Ctupper@umd.edu 240 447-2328 cell Non-Emergency (Campus Police) 301 405-3555 Natatorium Lifeguard Office 301 226-4443 Natatorium Mechanical Room 301 226-4469 Outdoor Aquatic Center Lifeguard Office 301 226-4472 Outdoor Aquatic Center Information Desk 301 226-4488 Campus Recreation Center Information Desk 301 226-4500 Campus Recreation Center Main Office 301 226-4400 Campus Information (campus closings) 301 405-1000

Policies & Procedures

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General REPORTING TO WORK

• Report to work at your scheduled time (15 minutes prior to the hour). Be courteous, check to see if someone needs to leave early upon your arrival.

• Failure to report to work at your scheduled time or missing a shift will result in disciplinary actions.

• Begin your shift alert, ready to work, and dressed in the proper uniform (bathing suit, lifeguard shirt, name tag, and a whistle).

• The possession and/or consumption of any controlled substances and/or alcohol by employees in the workplace are prohibited and will result in termination.

• The use of alcohol and/or controlled substances is prohibited 8 hours prior to a work shift.

CAUSES FOR DISCIPLINARY ACTION

• Any one of the following may be cause, but are not inclusive of all causes, for disciplinary action.

• Reckless carelessness or negligence in the performance of duty. • Verbal or physical abuse to any employee or patron. • Sexual or racial discrimination or harassment. • Willful violation of any lawful official regulation or order, or failure to obey any

lawful and reasonable directions given by the employee’s supervisor, manager, or assistant manager.

• Convictions of a criminal offense for violation of County, State, or Federal statutes.

• Negligence or misconduct causing loss of, or damage to CRS or private property. • Committing acts detrimental to the good order and discipline of the CRS. • Absence from work or staff meeting without prior approved leave or written proof

providing justification. • Repeated tardiness and or abuse of leave privileges. • Dissemination of false or malicious information about the CRS, the University of

Maryland, or employees. • Evidence of current use or of alcoholic beverages and/or current use of illegal

drugs (or under the influence of alcoholic beverages and/or illegal drugs). TIME CLOCK All students are required to carry their student ID when working at the CRC. You will not be able to gain access to the CRC, no matter if you are working or working out, without it.

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Time sheets will be only provided for those who do not have current codes in the clock. No Exceptions!

• Clocking In: 1. Press “IN” key 2. Swipe ID 3. Press # corresponding to job 4. Must sign in if says “Thank You” 5. Press “Enter” key

• Clocking Out: 1. Press “OUT” key 2. Swipe ID

CHANGES IN WORK SCHEDULES

• Any permanent changes to your work schedule need to be approved by the Lifeguard Manager.

• If you need a sub for a shift, fill in the second and third columns on the lifeguard substitution sheet with the appropriate information (located on the bulletin board in the natatorium lifeguard office).

• The substituting lifeguard then fills out the fourth column by signing and printing their name.

• A Head Lifeguard or the Lifeguard Manager will initial in the check column. • When the last column has been completed, the substitution is final. • Substituting for a guard that is already substituting is not recommended. • Due to the nature of the job, calling in sick without finding a substitute cannot be

an option. • Every lifeguard has a responsibility within the emergency action plan it is

important that a shift is not short a staff member. • If you are late for a shift, a Head Lifeguard may call another lifeguard and ask

them to work for you. • If you arrive before the substitute, you are expected to stay until the substitute

arrives then you will be dismissed from that shift. • If no substitute is found, you will be permitted to remain at work. • Excessive tardiness and missed shifts may result in dismissal.

APPEARANCE AND DRESS

• Each student employee will be provided with a CRS uniform shirt, nametag, and whistle.

• Employees are required to wear bathing suits and/or swim trunks with a CRS staff lifeguard shirt and your nametag.

• Keep in mind that you are professional rescuers and your uniforms should reflect this.

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• Additional uniforms can be purchased from Coordinator of Student Personnel (226-4404) in the main office of the Campus Recreation Center.

• Nametags should be visibly displayed across the top half of your shirt. Whistles, pocket masks and latex gloves should be kept in your designated hip pack.

• Hip packs are located at each chair, and at the lifeguard station. They should be checked at the beginning and end of your shift.

• Street shoes are not permitted on the Natatorium deck. • Hats are not permitted to be worn when working indoors’, but are recommended to

be worn at the outdoor pool. • The Head Lifeguard must approve any additional clothing to be worn on duty due to

weather/temperature. • Swimsuits should be modest and tactful, males should wear suits that are not

ripped or cut and females need to wear either a one-piece swimsuit or a “competitive swimming” style two-piece.

CONDUCT WHILE ON DUTY

• Aquatic student employees are expected to maintain a clean, safe work environment.

• Lifeguards are expected to work on any special tasks assigned by a supervisor. • Employees are not permitted to leave a facility unattended for any reason. • Employees should not prop there feet up on the desk, counter or over the railings

of the lifeguard chair or lifeguard station. • Employees should not allow outside persons in the lifeguard office or storage areas

(unless a medical emergency and/or complaint, question, etc.) and areas noted Employees Only (ex. mechanical room/storage rooms).

• The lifeguard office phone is to be used in cases of emergencies; personal phone calls should be made from the pay phone located on the basement level next to the elevator, or from a pay phone in another area if you are at the OAC.

• The usage of cell phones is prohibited while at work. Once you enter the building, turn them off.

• Conversations should be kept to a minimum with patrons and other CRS staff. • If a patron’s question requires discussion, direct them to an aquatic employee who

is not currently supervising an activity. • Student employees should not be using Aquatics professional staff offices for any

reason. • Sleeping, fighting or reporting to work under the influence of controlled

substances will result in termination.

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• You are each responsible for a zone of coverage, for liability reasons vacating this zone will result in disciplinary actions.

• Lifeguards should not bring any food or drink onto a guard stand (water is acceptable in a sealed container).

• It is important that lifeguards are visible and available for questions from patrons. Staff personnel should be out on the deck as much as possible.

• Only one lifeguard should be in the office during slow times when the cleaning responsibilities have been completed.

• Other lifeguards should be on the deck interacting with patrons or lap swimming. • Reading on the deck or in the lifeguard office is prohibited.

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DAILY PROCEDURES • While on duty numerous tasks need to be accomplished. Guards should follow the

daily check sheet for their assigned area, Natatorium or Outdoor Aquatic Center (OAC).

• Attendance checks should be radioed in to the facility supervisors every hour. • Daily maintenance check sheets are located in the Lifeguard Information notebook.

Each assignment should be carried out daily. • The 15 minutes prior to each shift are to be used as a preparation time; Head

Lifeguards should brief their staff and assign duties during this time. • Head Guards should be in the office during the preparation time period. • All aquatics staff personnel are expected to participate in all daily duties. • Each shift will be responsible for certain responsibilities throughout the day,

please make an effort to complete the responsibilities assigned to your shift. • Although each shift has certain assignments, occasionally your shift may be asked

to complete an additional task, keep in mind that the aquatic staff is solely responsible for the upkeep of the Natatorium and the Outdoor Aquatics Center.

• There are many tasks that need to be completed that are not on the daily assignment log. Extra efforts need to be made to get additional tasks done; i.e. scrubbing guard chairs, stringing lane lines, keeping the office tidy, etc…

COMMUNICATIONS

• Lifeguards should use whistle commands while in the Natatorium and at the Outdoor Aquatic Center.

• Whistle commands: One short blast…………………Alert a patron Two short blasts……………….Alert another lifeguard(s) Three short blasts……………Activates the Emergency Action Plan One long blast……………………Clears the pool

• Lifeguard should not yell across the pool deck to get the attention of another

lifeguard or patron. • The phones located in each of the lifeguard offices are for work purposes only.

Any lifeguard found abusing an office phone (making personal phone calls, making long distance phone calls and excessive abuse of the phones) will be disciplined.

• The black radios located in the office are for communication purposes only. The Head lifeguard on each shift will carry the radio on their person to communicate with the facility supervisor in case of an emergency.

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• Head Lifeguards/guards carrying radios must check in with the facility supervisor at 15 minutes past the hour and 15 minutes till the hour. Only personnel who have been trained in Automated External Defibrillator operation should carry radios.

• Lifeguards should make announcements as necessary over the microphones located near the sound system to alert patrons about closing times, weather conditions, special concerns, etc.

• A part of effective communication is that all aquatic staff members are well informed. A pool information book is located in each of the lifeguard offices. This book will contain information that will help you answer questions from the patrons.

• You should check the pool book for any new information each time you come to work.

• All aquatics staff should also check the bulletin board, dry eraser board, and mailboxes each time you report to work.

SOUND SYSTEMS

• The intent of all department sound systems is to provide “background music” for the facility.

• The maximum volume level in the Natatorium should be kept on 4.0 for the master switch. The tuner knob should be left at 3.5.

• In the Natatorium the radio may be played only. Acceptable radio stations include: 94.7, 99.1, 101.1, 104.1, 107.3 and 95.5.

• CD’s and tapes only are allowed during water aerobics. • During learn to swim courses; the radio volume should be turned down to 3.0. • If a patron requests that the underwater speakers be turned off, turn off the

speakers for one half-hour. Explain to the patron you will turn the speakers off for a half-hour but then need to turn them back on because a majority of patrons enjoy the speakers.

• The Outdoor Aquatics Center radio volume needs to be kept on 4.0 for the master switch. The tuner knob should be left at 3.5.

• It is the Head Lifeguard’s responsibility in each area to insure that the radio is operated in accordance with the established music policy guidelines.

BREAKS

• Head guards will inform you when you are able to take a break. The time of day, patron usage, and number of guards on duty determine break times.

• You are eligible for a 15-minute break for shifts, which exceed 4 hours. • If you choose to take two 15 minutes breaks together (1/2 hour) you need to sign

out and sign back in at the end of your break.

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• Do not leave your assigned area before informing your Head Lifeguard. • If you must take a short break to use the restroom, notify the Head Lifeguard

where you are going. • Downtime is defined, as time when you are not directly responsible for patrons in

the pool, this time should be used to accomplish daily activities. Down time is not your break time.

ROTATING LIFEGUARD

• For shifts that are left open a Head lifeguard or lifeguard will be assigned to cover.

• The number of open shifts will determine the approximate shifts each lifeguard will be required to cover.

• The rotating lifeguard is not an excuse for a scheduled guard to be absent from work, the purpose of the rotating lifeguard is to keep the shift from being short staffed.

• If staff members assigned to this shift abuse the rotating shift procedure, disciplinary actions will result.

POOL RULES

• For a majority of pool rules, you can refer to the signs posted in the Natatorium and Outdoor Aquatic Center.

• Children 4 years of age or older are not permitted in opposite sex locker rooms. • Children and youth (under the age of 18) are not permitted in saunas. • Children under the age of 16 years of age must be accompanied to the pool by an

adult/guardian. • Children under the age of 14 must be accompanied and directly supervised by an

adult at all times on the pool deck or in the water. If the child can swim, the adult/guardian must be in the Natatorium area. If the child cannot swim, the adult/guardian must be in the water an arm length away from the child.

• It is your discretion whether a parent/guardian needs to accompany a small child in the water. You will need to pull them aside and explain to them your reasoning.

• Children and youth are permitted to participate in activities in the 50-meter pool, provided they can swim adequately.

• Lap pool swimmers must pass the following swim test: o Swim 25 yards without stopping o Tread water for one minute

• Floatation devices are permitted in the instructional pool ONLY. Large floatation devices are at your discretion.

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• Children that are not toilet trained need to wear rubber pants in the pool. • Pool rules are subject to periodic revisions, you will be informed in reference to

revisions. DIVING RULES

• Diving rules are as follows: o Bounces on the board should not be excessive. o Dives where a patron's head turns inward to the board is not acceptable. o Only one person on the board at a time. o Divers need to swim out of the side or a ladder before the next diver

proceeds. o Divers can only use the one-meter diving boards. No exceptions.

• Remember you are the professional, if you are not comfortable with the ability of a certain patron, and then make the appropriate decision.

CERTIFICATIONS

• Lifeguards are expected to possess current Lifeguard Training and First Aid, and CPR for the Professional Rescuer (two-person CPR).

• Campus Recreation Services Lifeguards are expected to keep necessary certifications current.

• A current copy of all of your certifications must remain on file during your employment.

• American Red Cross is the preferred certification agency, although you may possess certification from YMCA, Ellis and Associates or American Lifeguarding Association. CPR certification must be CPR that includes two-person CPR.

• Any lifeguards letting certifications lapse without notifying your supervisor will be terminated.

• Opportunities to challenge your certifications are available at the CRC; your certifications need to be current at the time they are challenged.

TRAINING

• Employees must attend all designated staff training sessions. • General Campus Recreation Services training is mandatory for personnel that wish

to work any shifts for that school year • Training sessions are scheduled monthly, usually rotating between a informal

meeting to an in-service training session (in-water) • All training dates will be provided to you at the beginning of each semester. • All aquatic personnel need to participate in Bloodbourne Pathogens training yearly.

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• All new CRC personnel must attend the New Student Employee Orientation. • Weekly conditioning acts as part of your training. You are responsible for

completing two 500-yard swims per week. • As a professional rescuer, it is your responsibility to practice your CPR and be

familiar with first aid skills. CPR re-certification will be available to you at the initial fall in-service training and again at the beginning of the spring semester. Periodically lifeguard challenges will be available to re-certify your lifeguard training.

• Lifeguards are subject to periodic unannounced RED SHIRT drills. If you fail a drill, you may be asked to step down from the stand and retest at a different time.

• Guards that fail numerous times will be asked to participate in retraining sessions. EVALUATIONS During each semester, lifeguards will be periodically evaluated by the Head Lifeguards they work with, and by the Lifeguard Manager. These evaluations will be used as a basis for improving job performance, pay increases, continued employment, and other personnel actions. Employees should meet with the Lifeguard Manager to discuss their evaluation. The results of your evaluation may be viewed upon request. PAY RATE INCREASES

• At the end of each semester, an employee may earn a merit pay increase of up to $.15 per hour based on job performance.

• Merit pay increases will be awarded based on daily performance and job performance evaluations.

• Merit pay increases will be awarded to employees who: o Maintain a positive attitude toward the job and the facility users o Are dependable on the job o Can carry out daily tasks with little supervision o Report to work consistently on time and in the proper uniform o Demonstrates initiative and help build a favorable image of the program and

CRS o Knows emergency criteria and can react in a calm and professional manner

• Poor performance evaluations in one semester will not have a bearing on future merit pay consideration.

• Tenure pay increases of $.10 will be awarded to employees who work over 130 hours in a semester.

An employee may receive a tenure increase in addition to a merit increase each year or the increases may be awarded separately.

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Outdoor Aquatic Center POLICIES

• Lifeguards may not layout in lounge chairs while on duty. • Reading may be after all duties for the shift have been completed. • Lifeguards may not enter the “Splash Grill” at any time. • Pool rules can be found on the signage at the OAC. • Your decision is the final word; use discretion when applying rules to minors and use

of the diving boards. • The general policies and procedures found in this manual apply to the OAC as well.

OPENING

• The Head Lifeguard will obtain the keys from the Facility Supervisor on duty. • Close the gates after entering the OAC until it is time to open for the day. • Turn off perimeter lights • Follow the aquatics daily check sheet for opening procedures. • Only bring out all the umbrellas on extremely hot days. • The OAC must be opened on time. Plan your preparation time accordingly.

CLOSING PROCEDURES

• If closing early due to weather, refer to the weather policy section of this manual. • Follow the check sheet for closing duties. • The pool cover must be put on the pool if the heater is turned on. • Perform a final check of the locker rooms to make sure all patrons have left. • Turn on Perimeter lights. • After all patrons have left the facility, secure the locker rooms. • Lock each of the facility gates. • Turn the keys into the Facility Supervisor at the front desk. • The Head Lifeguard is responsible for securing the OAC, not the facility staff.

ZONE COVERAGE

• One lifeguard will be in each lifeguard chair at all times. • Each guard must be sitting in the chair. • One lifeguard must be sitting in a green chair by the Splash pool when there are

patrons 10 years or younger. • The only acceptable activity in a lifeguard chair is patron surveillance. • “Down time” should include: straightening chairs, picking up debris on the deck,

checking locker rooms.

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Policies for CRS Employees ALCOHOL/DRUG ABUSE Possession, transportation, or use of illegal drugs or alcohol during work hours will result in immediate employment termination. In addition, all drug-related incidents must be communicated to appropriate University and local authorities. Student employees are prohibited from bringing alcoholic beverages to work sites and from drinking alcoholic beverages during designated break periods. Reporting to work under the influence of drugs or alcohol may lead to employment termination. Persons judged to be under the influence of alcohol or drugs will not be permitted to work. Employees on prescription medicine are advised to consult with their physician in advance about the possible effects of their medication while at work (and specifically, if the employee may use power tools or be responsible for vehicle operation). Any medication, which might influence or affect an employee's performance, must be brought to the attention of the supervisor at the start of the work shift. In the event that the employee's physician cautions against the employee attempting to complete any or all job responsibilities, the employee must provide the supervisor with a doctor's note at the start of the shift. Employees may be terminated if they are abusing prescription drugs during work hours or are impaired during work hours due to the abuse of prescription drugs. UMCP POLICY ON SEXUAL HARASSMENT UMCP is committed to maintaining a working and learning environment in which students, faculty, and staff can develop intellectually, professionally, personally, and socially. Such an environment must be free of intimidation, fear, coercion, and reprisal. The Campus prohibits sexual harassment. Sexual harassment may cause others unjustifiable offense, anxiety and injury. Sexual harassment threatens the legitimate expectation of all members of the campus community that academic or employment progress is determined by the publicly stated requirements of job and classroom performance, and that the campus environment will not unreasonably impede work or study.

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Sexual harassment by University faculty, staff, and students is prohibited. This constitutes Campus policy. Sexual harassment may also constitute violations of the criminal and civil laws of the State of Maryland and the United States. For the purpose of this Campus policy, sexual harassment is defined as:

1) Unwelcome sexual advances; or 2) Unwelcome requests for sexual favors; and 3) Other behavior of a sexual nature where:

Submission to such conduct is made either or implicitly a term or condition of an

individual’s employment or participation in a University-sponsored educational program or activity; or

Submission to or rejection of such conduct by an individual is used as the basis for academic or employment decisions affecting that individual; or

Such conduct has the purpose or effect of unreasonably interfering with an individual=s academic or work performance, or of creating an intimidating, hostile, or offensive educational or working environment.

In assessing whether a particular act constitutes sexual harassment forbidden under this policy, the standard shall be the perspective of a reasonable person within the College Park community. The rules of common sense and reason shall prevail. Allegations of sexual harassment shall be judged with attention to the facts particular to the case and the context in which the alleged incident(s) occurred. Conduct prohibited under this policy may manifest itself in many different ways. Sexual harassment may, for example, be as undisguised as a direct solicitation of sexual favors, or solicitation accompanied by overt threats. Harassment may also arise from behavior which as the effect of creating an intimidating, hostile, or offensive educational or working environment. In this regard, the following types of acts, if pervasive and continuous, are more likely-than-not to result in allegations of sexual harassment: unwelcome physical contact sexual remarks about a person’s clothing, body or sexual relations, conversation of a sexual nature or similar jokes and stories, and the display of sexually explicit materials in the work place or used in the classroom which are without defensible educational purpose. Sexual harassment may occur within a variety of relationships. It may occur among peers. It may occur where no relationship exists between the parties other than being co-employees, or co-students. Especially injurious, on the other hand, is harassment in relationships characterized by an inequality of power, where one party has institutional

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authority over the other. Inherent in these relationships is the power and fear of reprisal. Typically, such relationships are found between employer and employee; senior faculty and junior faculty; graduate teaching assistant and undergraduate; and faculty and student, when the student is enrolled in a faculty member=s class or when the student is in a continuing position to require evaluation of work or letters of recommendation from the faculty. Such relationships can be immediate, here and now, or based upon future expectations, e.g., the need for future evaluations and references. Sexual harassment may occur between persons of the same or different genders. Education and awareness are the best tools for the elimination of sexual harassment. The Campus is committed to taking appropriate action against those who violate the provisions of the policy. The Campus is committed to protecting targets of harassment from retaliation. UMCP PROCEDURES ON SEXUAL HARASSMENT Individuals who believe themselves subjected to an incident of sexual harassment should be aware that there are many ways to bring it to the attention of the University and, where proper, obtain redress or protection. There is an informal route. There are also more formal procedures of long-standing, which are sufficiently broad to deal with sexual harassment. Preventing sexual harassment is a responsibility of the entire Campus community. The Campus has made this a priority, but ultimately, no satisfactory investigation or resolution of a complaint can occur without the initiate and continuous cooperation of the person who feels injured. Similarly, allegations of sexual harassment are extremely serious, with potential for great harm to all persons if ill conceived or without foundation. Procedures, which implement campus policy, recognize that potential. The Campus is committed to protecting the rights of the alleged offender as well as the offended.

Informal Consideration An incident of sexual harassment may be reported to:

a) any Campus or University official or faculty member, including an individual’s supervisor, department chair or dean;

b) the Director of Personnel (301 405-5651); c) a departmental or college equity officer; d) the Director of the Office of Human Relations (301 405-2838); or e) the President’s Legal Office (301 405-4945)

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When an individual receives a report of sexual harassment, he or she will notify the Legal Office prior to taking any action to investigate or resolve the matter informally. The Legal Office will normally manage and coordinate all matters relating to complaints. Complainants will be advised of relevant campus policies and procedures, and the informal and formal means of resolving the matter will be explained. When a written complaint is not required to initiate an informal investigation, the Legal Office must receive a signed complaint from the offended person before any sanctions or other action can be undertaken against an individual for sexual harassment. If the matter is to be investigated, consideration shall be given to the situation and the wishes of the complainant. The investigation of a complaint will include discussing the matter with the person accused of sexual harassment. The finds of the investigation shall be confidentially reported to the President and to the relevant vice president, dean, chairperson or supervisor for any necessary action. Sanctions for sexual harassment may range from reprimand to termination, depending upon the circumstances of the case. Formal Complaints Formal grievance procedures for resolving sexual harassment complaints are available based on the classification of the aggrieved person:

a) Faculty members may file with the dean of their academic unit under the Faculty Grievance Procedure contained within the Faculty Handbook of the College Park Campus, University of Maryland;

b) Associate Staff employees may file with the Employee Specialist under the Associate Staff Grievance Procedure contained within the Personnel Policies and Rules for Associate Staff Employees of the University of Maryland, Office of Personnel, Chesapeake Building, 301 405-5651;

c) Students may file under the Code of Student Conduct, Office of Judicial Programs, 2108 Mitchell Building, 301 314-8204; or

d) Faculty, associate staff, classified, staff, and students may file under the UMCP Human Relations Code with a Campus unit equity administrator or the Campus Compliance Officer, Office of Human Relations Programs, 1107 Hornbake Library, 301 405-2838 (voice) or 301 314-9993, (TTY).

STATEMENT ON SEXUAL RELATIONSHIPS AND PROFESSIONAL CONDUCT The basic function of a university is the discovery and transmission of knowledge, activities, which are founded upon the free and open exchange of ideas. In order for productive learning and the work that supports it to occur, members of the Campus community - faculty, students and staff personnel - should pursue their responsibilities

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guided by a strong commitment to principles of mutual trust and confidence and professional codes of conduct. It should be understood by all members of the Campus community that sexual relationships that occur in the context of educational or employment supervision and evaluation are generally deemed very unwise because they present serious ethical concerns. Many professional codes of conduct prohibit relationships that occur within the context of one’s profession. Accordingly, faculty and supervisors are warned about the possible costs of even an apparently consenting relationship. The element of power implicit in sexual relationships occurring in the supervisory context can diminish a subordinate’s actual freedom of choice. There is doubt whether any such relationship can be truly consensual. In addition, sexual relationships between a professor or supervisor and a subordinate create an environment charged with potential conflict of interest. Questions of favoritism frequently arise. As a result, such conduct may subvert the normal structure of incentives that spurs work and learning advancement and interjects attitudes and pressures, which are not consonant with the education and employment policies and principles to which the Campus is committed.

Emergency Procedures

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General EMPLOYEE ACCIDENTS

• Safety is our number one concern; we should always insure that we are acting in a responsible manner.

• If an employee accident should occur, there are steps you will need to follow: 1. Fill out an accident report. 2. Inform the Lifeguard Manager as soon as possible. 3. Schedule a meeting with the Lifeguard Manager to discuss the accident. 4. Fill out a workers compensation form.

INJURED / ILL EMPLOYEES Any employee that suffers an injury or illness which may prevent them from working for an extended period of time (ex. broken arm, sprain ankle, surgery, or severe illnesses) must bring a doctor’s note stating the need for time off and when you are planning on returning to work. You will need to make an effort to cover all your scheduled shifts. When you plan on returning to work, you will need to produce a doctor’s note stating you are all right to return to duty. Injuries that occur on the job need to be documented as soon as possible. Injuries need to be reported to the Lifeguard Manager in a timely manner. HANDLING OF BLOOD/BODILY FLUIDS The following procedures should be used when treating injuries involving blood and bodily fluids:

• Wear latex gloves when administering first aid (a new pair of gloves should be worn each time first aid is administered)

• Secure area and clean all blood-contaminated surfaces and equipment with the supplies provided.

• Campus Recreation Services uses Lemon 64; this (yellow) antibacterial solution can be found in a bottle located in each of the lifeguard offices.

• Any and all materials, including gauze, band-aids, and paper towels that come into contact with blood or other body fluids must be handled while wearing gloves. All items should be deposited in a bag; place this into a biohazardous waste bag; and place this bag into a biohazardous container immediately. Do not let patrons handle any materials that have been contaminated.

• Biohazardous container is located at Equipment Issue • Do not deposit any materials involved with a blood/bodily fluid spill into a trash

receptacle.

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• Always wash your hands with soap and water after administering first aid. • Please keep in mind you are not a doctor and you cannot give out medical advice or

suggestions for further treatment you feel the patron may need. • Always fill out an accident report while the patron is still at the facility. • If you have had an exposure to the bloodbourne pathogens while administering

first aid contact the Lifeguard Manager immediately. • Post-exposure testing and counseling is necessary if an exposure occurs to a

Campus Recreation Services employee. HEPATITIS B VACCINATION

• Please keep in mind that lifeguards are in Category I of the Bloodbourne Pathogens Exposure Control Plan and have a high risk of a potential exposure

• As CRS lifeguards a Hepatitis B Vaccination shall be provided at no cost to you. • The vaccination will be provided through the Health Center at the University of

Maryland. • You have the option to decline the vaccination by signing a form at the bloodbourne

pathogens training session. • If you decline the vaccination initially, you do have the option to receive the

vaccination at any time. • If you wish to have the vaccination, please contact and visit the Health Center in a

timely manner. PREVENTATIVE LIFEGUARDING A lifeguard has two main responsibilities. The first is to prevent water or land emergencies from occurring. The second is to make a water rescue if an emergency arises. Preventative Lifeguarding is any action taken by a lifeguard in order to prevent an accident before it happens. Preventative lifeguarding is a lifeguard’s best line of defense against emergencies, because it will solve a problem before it happens. Preventative lifeguarding is a combination of many things: a personal commitment from the lifeguard; foresightedness; enforcement of rules; the lifeguard modeling appropriate behavior and the lifeguard having ready a premeditated plan of action for all emergencies. Lifeguarding is a series of decisions, many of which are made in a split second under pressure.

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A lifeguard should never lose sight of the enormous responsibility that they undertake when assuming the position of a lifeguard. When a person makes this commitment, they are accepting the guardianship of people’s lives. A lifeguard’s constant attention should be placed on the activities of the patrons in the pool. A lifeguard should always remember the fact that people can actually drown. Many lifeguards lull themselves into a state of apathy once they become familiar with their setting. Lifeguards apathy can lead to drowning. It would not be a pleasant task to retrieve a body from the bottom of the pool, especially due to a guard’s negligence. Foresight is essential in preventative lifeguarding. The ability to predict what behavior or situation may lead to an accident is a trait every lifeguard should develop. Foresight does not automatically occur in every individual, it must be developed. Foresight is developed through premeditation and experience.

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Emergency Action Plan Please keep in mind that in an emergency situation many things are occurring at the same time, it is very important that you stay calm, think and act appropriately. For the privacy of the victim and their family, you must refrain from making comments to anyone. Discussing an accident at the CRC is grounds for dismissal. If any patrons or persons approach you from the media instruct them to speak with the Director of Aquatics. Please do not hesitate to speak to the Lifeguard Manager if you feel you need time off or counseling after an accident.

EMERGENCY ACTION PLAN Guard recognizes emergency

Guard stands up in guard chair Guard signals emergency by blowing three short whistle blasts

Guard enters the water Adjacent guard covers the primary rescuer zone of coverage

Additional guards provide crowd control and become prepared for first aid Primary Rescuer brings victim to safety

Primary Rescuer removes victim from the water Victim is OK Primary rescuer assess the situation Victim is removed from the water Victim is counseled on the situation Incident report is filled out Victim is determined to be all right Victim is released from care

Victim Needs Care Primary rescuer assess the situation Pools are cleared (if appropriate) Victim is removed from the water Office guard phones EMS & manager One guard meets EMS Other guards help provide care/crowd control Primary rescuer administers CPR/first aid EMS arrives and is briefed of the situation Accident report is filled out Equipment is replaced Pool is reopened (if applicable) Lifeguard Manager is called Refrain from comments to anyone Staff debriefing occurs No Discussion

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EMERGENCY ACTION PROCEDURES Active Victim Rear Rescue: Activate the facility’s emergency action plan Perform a proper entry into the water Approach the victim Perform the proper active victim rear rescue Tow the victim to safety Assist the victim out of the water Provide any necessary first aid Fill out the appropriate paperwork Passive Victim Rear Rescue: Activate the facility’s emergency action plan Perform a proper entry into the water Approach the victim Perform the proper passive victim rear rescue Tow the victim to safety Remove the victim from the water Send someone to call EMS Provide any necessary first aid/CPR Fill out the appropriate paperwork

Submerged Victim Rescue: Activate the facility’s emergency action plan Perform a proper entry into the water Approach the victim Perform the proper submerged victim rescue Tow the victim to safety Remove the victim from the water Send someone to call EMS Provide any necessary first aid/CPR Fill out the appropriate paperwork In-Line Stabilization / Backboarding: Activate the facility’s emergency action plan Perform a proper entry into the water Approach the victim Perform the proper in-line stabilization technique (i.e. head/chin or head/splint) Secondary rescuer takes over in-line stabilization Properly backboard the victim Remove the victim from the water Send someone to call EMS Provide any necessary first aid/CPR Fill out the appropriate paperwork Pay special attention to making sure that in-line stabilization is never broken during this entire procedure. In addition, vital signs should be constantly monitored.

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CPR/First Aid: Survey the scene for safety Check the victim for consciousness Send someone to call EMS Open the airway Check for breathing (look, listen and feel) If victim is not breathing, pinch nose and give two full breaths Check for pulse (carotid artery) Care for victim using the following chart:

RESCUE BREATHING

CONSCIOUS CHOKING

UNCONSCIOUS CHOKING CPR 2-PERSON

CPR

ADULT (+ 8)

1 breath/ 5 seconds Abdominal Thrusts

Retilt / 2 breaths 5 abdominal thrusts

Finger sweep

15 compressions 2 breaths (2 hands)

15 compressions 2 breaths

CHILD (1yr - 8yrs)

1 breath/ 3 seconds Abdominal Thrusts

Retilt / 2 breaths 5 abdominal thrusts

Finger sweep (If you see object)

5 compressions 1 breath (1 hand)

5 compressions 1 breath (1 hand)

INFANT (< 1yr)

1 breath/ 3 seconds

5 back blows 5 chest compressions

Retilt / 2 breaths 5 back blows 5 chest thrusts

Foreign body check Finger sweep

(If you see object)

5 compressions 1 breath

(2 fingers)

5 compressions 1 breath

(Thumbs)

For the first aid portion, the facility manager may pick one of the following topics that will be beneficial to the facility at that time: Controlling bleeding Burns (including chemical burns) Insect bites Poison Diabetic emergency Seizures (in and out of water) Head/neck injury Bloody noses

Knocking out tooth Splinting Heat stroke/heat exhaustion Fainting Signs/Symptoms of a heart attack Slips/falls Allergic reactions Using personal protective equipment

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Evacuating The Campus Recreation Center If a fire is found, pull an alarm (located throughout the building) to initiate the emergency plan. Call 911 (a supervisor will call or instruct someone to call) and explain the situation. Equipment Issue staff:

Close equipment issue roll-down door Grab radio (walkie-talkie) Direct people out the exits on level B

Female staff: Walk through the women’s locker room Evacuate through emergency exit Leads to employee corridor or, doors that lead to pool deck

Male staff: Walk through men’s locker room Evacuate through emergency exit Leads to pool deck or, doors that lead to pool deck

Lifeguards:

Will also be evacuating the locker rooms and one supervisor will make a sweep through both locker rooms

IF COLD WEATHER: equipment issue staff will direct pool traffic to the NW corner (corner by diving boards) and have everyone stay near the exits in that corner. IF WARM WEATHER: equipment issue staff will direct pool traffic out the emergency exits on the north wall.

When all pool traffic in corner, exit the building and check on the Outdoor Recreation Staff to make sure they have exited their space. Return to the NW corner of the pool and wait to hear the “All Clear” from a supervisor. If the pool deck exits are not available due to the “emergency” your 2nd best exit option is through the employee corridor that leads to the exit by HHP Information Desk Staff: Grab radio (walkie-talkie)

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Direct people out the front doors or nearest exit Exit out the level 1 west exit by the outdoor pool (If this exit is not available due to the “emergency” use the exit doors by the information desk). Do not allow people to enter the building Wait to hear the “All Clear” from a supervisor Supervisors:

One supervisor needs to call 911 or direct someone to call 911 Supervisor 1:

Grad your radio (walkie-talkie) Clear levels 2 and 1 by directing people out the nearest available exits Exit the building at main entrance on level 1 (If this exit is not available due to the

“emergency”, use the level 1 exit leading to the outdoor pool and flag down the fire department from that location).

Wait for the police and fire department to arrive Do not allow people to enter the building If and when the emergency personnel on the scene gives you the “All Clear,” radio

all other staff and give the “All Clear” to re-enter the building. Supervisor 2:

Grab your radio (walkie-talkie) Clear levels 0 and B by directing people out the nearest available exits Check that locker rooms have been cleared of people Exit the building through the employee corridor exit and wait outside by the

covered walkway leading to HITP (If that exit is not available due to the emergency, exit using the pool deck exit doors).

Do not allow people to enter the building Wait to hear the “All Clear” from the other supervisor

Member Services Staff:

Roll down door and lock. Exit through the nearest exit (If that exit is not available due to the emergency,

exit using the next nearest exit). Weight Room staff Lower Weight Room:

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Direct people out the east side emergency doors and out the level 0 ramp (If that exit is not available due to the emergency, exit using the doors next to the aerobics room)

Go to the end of the ramp and do not let people enter the building Wait for the “All Clear” signal from the supervisor. Upper Weight Room: Direct people out the emergency doors to the main corridor and out the main

entrance (If that exit is not available due to the emergency, exit using the doors leading to the outdoor aquatic center)

Wait for the “All Clear” from the supervisor. Fitness Room Staff:

Direct people out the nearest exit Exit the building through the nearest exit (If that exit is not available due to the

emergency, exit using the main entrance doors on level 1). Wait for the “All Clear” from the supervisor.

Outdoor Recreation Staff:

Direct people out the nearest exit Exit the building out the nearest exit. Wait for the “All Clear” from the supervisor.

Professional Staff:

If you are around facility users, direct people out the nearest exit. Exit the building at the nearest exit. Wait for the “All Clear” from the supervisor.

All CRS staff:

Do not put yourselves in any danger. If you cannot exit through the specified doors, or feel endangered, exit through the nearest safe exit.

If a fire is found, the person finding the fire should immediately pull the fire alarm and proceed to call 911. Be prepared to give information to the responding emergency personnel. Use your radio to stay in contact with other CRS staff to alert them of your status and location.

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Please see the attached drawing that indicates the emergency exits (in red). The yellow X’s are where staff with radios will be located. The specified exits indicated are only to be used if the exit area is safe. Use alternate exits if necessary. An emergency evacuation drill program will be conducted throughout the year. During these drills, the fire alarms will not necessarily be activated. If the fire alarms are to be used, DES will be called to coordinate the drill.

Use Of Defibrillator & Emergency Action Plan For Cardiac Arrest Emergencies

A Head Lifeguard certified to use the defibrillator units must be on duty at all times and will be responsible for the use of these units should a cardiac event occur. Head Lifeguards must carry a two-way radio with them at all times. To ensure that the radio is in working condition, the Head Lifeguard must conduct a radio check with the Facility Supervisor at least once every ¼ hour (15 past & 15 to the hour). A defibrillator unit will be located in the Head Lifeguard office at both the Natatorium and Outdoor Aquatic Center- (when open). Sudden cardiac arrest means the heart has suddenly stopped beating. Facility supervisors, weight and fitness staff, and lifeguards are trained to recognize the signs of cardiac arrests. It is crucial to act immediately by getting the Head Lifeguards involved early, and to access the emergency medical system (EMS) by calling “9-1-1.” Following is the Emergency Action Plan Campus Recreation Services will be using in the event of a Cardiac Arrest Emergency at the Campus Recreation Center or in the HHP Building’s activity spaces directly supervised by CRS. Step 1: The CRS staff member responding to an emergency must determine if a cardiac

emergency is taking place. If in doubt, assume it is a cardiac emergency. Notify the Facility Supervisor immediately and initiate First Aid.

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NOTE: CRS employees working in HHP Building do not have a two-way radio, so they will need to call the CRC Information Desk (X64500) to alert the Facility Supervisor of the situation. (This should be done at once, even before you investigate the situation), as well as send someone (if available) to immediately alert the Facility Supervisor. Facility Staff must remember to inform the Facility Supervisor of the location and condition, if known, of the victim. Once the Facility Supervisor is notified, the staff person will go to the victim and initiate First Aid.

Step 2: Facility Supervisor will call on the two-way radio to the Head Lifeguard on duty,

in forming them of the situation and need for their assistance. Inform the Head Lifeguard-of the location and the condition of the victim (Head Lifeguards will bring the defibrillator unit with them).

Step 3: Facility Supervisor will call “9-1-1” or send someone to call “9-1-1” to request

ambulance assistance. (Note: Remember to let the “9-1-1” operator know that the situation is a possible Cardiac Arrest Emergency, and the location of the victim.)

Step 4: Facility Supervisor will maintain First Aid until the Head Lifeguard arrives. Step 5: Facility Supervisors will assign other CRS staff (when available) to specific

tasks (e.g., crowd control, meeting ambulance, directing EMS personnel to location of emergency).

Step 6: Upon arrival, the Head Lifeguard is in charge of cardiac emergencies. Facility

Supervisor will assist the Head Lifeguard as directed. Step 7: Facility Supervisor will complete the “Accident Report” and “Incident Report”

with assistance from the Head Lifeguard and witnesses. Step 8: In the event of a cardiac or other serious emergency, the MOD and Wallace

Eddy (or person responsible for his coverage), should be contacted immediately after the emergency (at home, if necessary). All related “Accident Reports” should go directly to Wallace Eddy for follow-up.

Weather Policies

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THUNDERSTORMS (Outdoor Aquatic Center): • Lightning kills more people in this country than tornadoes, floods or hurricanes. • In the event of a thunderstorm clear the pool immediately. • Have all patrons seek shelter in the CRC. • Do not allow patrons to shower in locker rooms. Water and metal can conduct

electricity. • Do not use the phone unless in the case of an emergency. • If the storm is mild or will pass in a timely manner, stay at the info desk area until

the storm passes and allow patrons back in the water 30 min. after the last clap of thunder you hear and 30 min. from the last sighting of lightning.

• If the storm is persistent: o Lock the Outdoor Aquatic Center o Inform the facility Supervisor that you have closed and can be reached at

the Natatorium if necessary and that you will reopen if the storm passes. • Report to the Natatorium. • You must notify the Climbing Wall Staff regarding closings and openings

TORNADOES:

• A tornado watch means that tornadoes are possible. • A tornado warning means that a tornado has been sighted. • In the event of a tornado warning, take shelter immediately. • Clear the pool and escort patrons to the hallway in front of equipment issue. • Stay away from windows and do not go back into the Natatorium until the warning

is over. • Close the Outdoor Aquatic Center and report to the Natatorium immediately in

case of a tornado warning. • Do not take any umbrellas down or put the pool covers on, remember a tornado can

hit without warning. POWER OUTAGES:

• In case of a power outage: o The Head Lifeguard needs to retrieve flashlights from Facility Supervisors

and take them to the guards on deck. o The guards on deck need to calmly escort patrons from the pool to the

locker rooms. o If there is not enough light to see the drains at the bottom of either pool,

DO NOT allow patrons near the water until the lights are restored.

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AIR QUALITY; CODE ORANGE OR RED: This is a serious condition and could lead to life-threatening situation; it should not be taken lightly. Be sure to maintain proper hydration proper protection from the sun throughout your shift. The following measures should be strictly followed:

• Code ORANGE o Check out water cooler from equipment issue o Fill with Ice and Water o Place at Outdoor Aquatic Center o Drink periodically throughout your shift

• Code RED o Check out water cooler from equipment issue o Fill with Ice and Water o Place at Outdoor Aquatic Center o Drink periodically throughout your shift o Rotate lifeguards from OAC and Natatorium throughout the day!

SNOW PLAN:

• If the university opens late, the CRC will open when the university opens. • If the university closes early, the Natatorium will close at 7:00 pm and the CRC

will close at 8:00 pm. All programs will be cancelled or postponed. • If the university is closed for the day, the Natatorium will be open from 10:00

am – 7:00 pm and the building will be open from 10:00 am - 8:00 pm. All programs will be cancelled or postponed. o In this event the designated “snow staff” will be responsible to report to work.

Interaction with the Public

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CUSTOMER SERVICE Customers form an impression of us on the basis of each encounter with the staff. Your appearance as well as the appearance of the facility will leave a lasting impression. Employees of Campus Recreation Services need to give our customers a positive impression of our facilities and staff. To a customer YOU ARE THE COMPANY. You are the University of Maryland and the facility, which you work.

Who are your customers? Customers are the most important people ever to enter our building... in person or by phone.

Customers are not dependent on us... we are dependent on them.

Customers are not an interruption of our work... they are the purpose of it. We are not doing them a

favor by servicing them... they are doing us a favor by giving us the opportunity to do so.

Customers are not outsiders to our business... they are part of it.

Customers are not cold statistics... they are the flesh and blood; human beings with emotions and feelings like your own, and with biases and prejudices.

Customers are not people to argue or match wits with... nobody ever won an argument with a customer.

Customers are people who bring us their needs... it is our job to handle them profitably... to them and

ourselves. PROVIDING EXCELLENT CUSTOMER SERVICE

1. Be honest 2. Be reliable and provide what is being promised 3. Be responsive and listen to the customer 4. Reassure the customer with your knowledge, courtesy and competence 5. Remain professional at all times 6. Have the knowledge of products, policies and procedures to meet the customer’s

needs 7. Empathize with the customer - put yourself in the customer’s shoes 8. Treat others as you want to be treated - with respect and honesty 9. Without the customer, there is no reason for you to have a job 10. Be open to learning 11. Do it right the first time 12. Fix it if it fails

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CATEGORIES OF CUSTOMERS IRATE: Hostile, rude, intimidating

They insult and argue with the service provider They need to be heard and validated Encourage them to explain why they are unhappy Don’t take it personally and stay calm Ask questions about what they want the outcome to be Go to a supervisor if necessary

INSISTENT: Pushy, demanding and impatient

They need instant service; they want action and efficiency Project confidence, adjust your pace and move quickly Keep the customer informed and avoid a No can do attitude Ask questions to determine real deadlines and educate them for the next time

INDECISIVE: Undecided or unsure; they hesitate and avoid being direct and specific

They need direction and help They need reassurance that it is OK and they don’t need to feel rushed Be patient; listen to what is said and what is not said Ask fact-finding questions Confirm and paraphrase

COMFORTABLE: The happy customer and non-complainer

They smile and feel relaxed They need to know we appreciate their business Show your appreciation to them Ask for their comments on improvement Show you are willing to change Answer questions promptly

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DISSATISFIED CUSTOMER When customers are angry or upset, one thing that can help make them more satisfied is for the service provider to show empathy. Empathy is demonstrating an understanding of another person’s point of view about a situation and their feelings.

Empathy = Acknowledging

Sympathy = Agreeing TELEPHONE ETIQUETTE

• Answering the phone: 1. Answer the phone before the 5th ring. 2. Greet the caller, identify the facility and give your name. (Thank you for calling

the CRC Natatorium or Outdoor Aquatic Center. This is (your name). How may I help you?).

3. Be enthusiastic - if you are smiling when you answer the phone, it will “show” in your voice.

4. Try to help the caller. If you don’t know the answers, transfer them to someone who can answer their questions.

• Transferring Calls:

1. Ask permission before transferring a call. 2. Make sure you know who should receive the call. 3. Share your information. 4. Let the caller know what is happening. 5. Know your phone system. 6. Let the person who you transfer the call to, know what the situation is and the

name of the caller you are transferring.

• Taking Messages: 1. Be prepared (pen, paper). 2. Be polite, but not too open. 3. Concentrate. 4. Be accurate; list the time, date, and persons’ name and telephone number. 5. Don’t be afraid to ask the caller to repeat him or herself. 6. Repeat the message to the caller. 7. Thank the caller. 8. Deliver the message.

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• Handling Angry Callers: 1. Don’t take on the caller’s angry personality. 2. Use the caller’s name. 3. Repeat the problem in your own words. 4. Empathize. 5. Find satisfaction for the caller

HANDLING SUGGESTIONS AND CONCERNS

• Listen attentively, without interrupting. • Repeat the statement back to them, to show your understanding. • Thank the patron for bringing the matter to your attention. • If it concerns a potentially hazardous situation, remedy the situation or block off

the area until repairs are made. • Document the suggestion or concern with an incident report. • Bring the report to the attention of the Head Lifeguard or the Lifeguard Manager.

DEALING WITH UNCOOPERATIVE PATRONS

• Uncooperative behavior may take numerous forms. Patrons may allow their fun to get out of hand, they may be under the influence of drugs or alcohol, or a conflict between two persons may prevent them from paying attention to the facility rules.

• Action should be taken immediately against an unruly patron; aggressive patrons are a threat to themselves and others.

• Steps in dealing with uncooperative patrons: o Stay calm. o Be mindful of your own nonverbal messages. o Be direct and reassuring toward the patron. o Be open-minded. o Listen carefully. o Communicate effectively.

Face the patron Maintain eye contact Hold conversation without physical barriers Let the patron talk and voice their opinion Provide verbal assurance that you are listening Respect the persons need for occasional silence

• If the patron does not respond and becomes aggressive, call campus police • Campus police should be called in all cases of intoxication, physical altercations, and

verbal or physical threats.

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• Document the incident and refer it to the Lifeguard Manager.

ACCOMMODATING PERSONS WITH DISABILITIES Over 36 million people in the United States have some kind of disability. The law requires that with disabilities have access to every facility. The Americans with Disabilities Act (ADA act) insures this happens. You as rescuers need to adapt many things to accommodate disabled patrons. Always have accessible doors and lifts working or open if necessary. Adapt your rescue skills, communications, and zone coverage and patron surveillance as needed. At the CRC we need to ensure that the ramp is cleared from debris and small children and that the lift is properly working and that you are familiar with how it operates.

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10 COMMANDMENTS OF COMMUNICATING WITH PEOPLE WITH DISABILITIES

I. Speak directly rather than through a companion or sign language interpreter who may be

present.

II. Offer to shake hands when introduced. People with limited hand use or an artificial limb can usually shake hands and offering the left hand is an acceptable greeting.

III. Always identify yourself and others who may be with you when meeting someone with a

visual disability. When conversing in a group, remember to identify the person to whom you are speaking.

IV. If you offer assistance, wait until the offer is accepted. Then listen or ask for

instructions.

V. Treat adults as adults. Address people with disabilities by their first names only when extending the same familiarity to all others. Never patronize people in wheelchairs by patting them on the head or shoulders.

VI. Do not lean against or hang on someone’s wheelchair. Bear in mind that people with

disabilities treat their wheelchairs as extensions of their bodies. VII. Listen attentively when talking with people who have difficulty speaking and wait for them

to finish. If necessary, ask short questions that require short answers, or a nod of the head. Never pretend to understand; instead repeat what you have understood and allow the person to respond.

VIII. Place yourself at eye level when speaking with someone in a wheelchair or on crutches.

IX. Tap a person who has a hearing disability on the shoulder or wave your hand to get his or her attention. Look directly at the person and speak clearly, slowly, and expressively to establish if the person can read your lips. If so, try to face the light source and keep hands, cigarettes and food away from your mouth when speaking.

• If a person is wearing a hearing aid, don’t assume that they have the ability to discriminate your speaking voice.

• Never shout at a person. Just speak in a normal tone of voice.

X. Relax. Don’t be embarrassed if you happen to use common expressions such as “see you later” or “did you hear about this?” That seems to relate to the person’s disability.

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Conclusion The job of lifeguarding carries large responsibilities. It can be quite enjoyable as well. This manual is not meant to scare or to discourage a prospective lifeguard, it is meant to educate the campus recreation Services lifeguard candidates, so as to ensure the most positive and safe work environment. As our manual began: A swimming pool no greater than the people that operate it! If we strive to make our pools safe and enjoyable for our patrons to visit, then we are decreasing the risk to patrons as well as ourselves.

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Index A

Aquatic Expectations................................................. 7 Aquatic Staff Expectations

care of equipment.................................................. 7 compliance ............................................................. 8 relationships........................................................... 7 rules enforcement.................................................. 7 safety procedures................................................... 7 scanning techniques .............................................. 7 skills ........................................................................ 7

C

Conclusion ................................................................ 52

E

Emergency Procedures............................................ 27 Emergency Procedures-EAP .................................. 31

evacuating ............................................................ 34 procedures............................................................ 32 use of AED ........................................................... 37

Emergency Procedures-General employee accident ............................................... 28 handling blood..................................................... 28 hebatitis b............................................................. 29 injured, ill employee............................................ 28 preventive guarding ............................................ 29

I

Index ......................................................................... 53 Interaction with Public............................................ 44 Interaction with the Public

accomidations ...................................................... 49 categories.............................................................. 46 customer service .................................................. 45 dissastified customer ........................................... 47 providing.............................................................. 45 suggestions, concerns .......................................... 48 telephone etiquette .............................................. 47 ten commandments ............................................. 50 uncooperative patrons ........................................ 48

Introduction ............................................................... 4

J

Job Description head lifeguard........................................................ 5 lifeguard ................................................................. 6

M

Mission Statement ......................................................3

P

Policies & Procedures ..............................................10 Policies & Procedures-CRS Employees

alcohol, drugs .......................................................22 conduct..................................................................26 sexual harassment policies, UMCP ....................22 sexual harassment procedures, UMCP ..............24

Policies & Procedures-General appearance, dress.................................................12 breaks....................................................................16 certifications .........................................................18 changes in schedule..............................................12 communication.....................................................15 conduct at work....................................................13 discpline action.....................................................11 diving rules ...........................................................18 evaluations ............................................................19 pay rates................................................................19 pool rules...............................................................17 procedures ............................................................15 report to work ......................................................11 rotating shifts .......................................................17 sound system.........................................................16 time clock..............................................................11 training..................................................................18

Policies & Procedures-OAC ....................................20 closing....................................................................20 opening..................................................................20 policies...................................................................20 zone coverage .......................................................20

Policies for CRS Employees.....................................22 Professional Aquatic Staff .........................................9

emergency...............................................................9 staff..........................................................................9

W

Weather Policies .......................................................41 air quality .............................................................43 power outages.......................................................42 snow plan ..............................................................43 thunderstorm........................................................42 tornadoes ..............................................................42