Welcome to the SwimSafe2011 In-service Training

Welcome!Today’s in-service training will cover:

Company PolicyProceduresEmergency Action Plan (EAP)Outstanding Customer ServiceAnd other lifeguard essentials

Company PolicyOur Number One priority is… SAFETY!

Keeping the patrons safeKeeping the pool safeKeeping yourself safe

NewsletterYour supervisors and managers meet a couple

times a month to put together a newsletter. The newsletter includes:Any updatesReviews and any changes to company policyNames lifeguards of the monthNames pool of the monthProvides safety remindersShares stories of heroic rescues and exemplary

lifeguarding on our staffComes attached to your paycheck

CertificationsSwimSafe 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.

Your ShiftArrive 10 minutes before scheduled shiftDo not bring your cell phone to the lifeguard

chair or onto the pool deckNEVER LEAVE A POOL UNATTENDEDWear sunscreen or thou shall get burntDO NOT come to work under the influence of

alcohol or drugs

Your Shift (cont’d)Clock-in no earlier than 10 minutes before

shiftClock-out when your shift is overEnforce pool rulesEmployees must be in proper SwimSafe

uniform

UniformLifeguard Whistle

SwimSafe name tagSwimSafe T-shirt

Lifeguard Tube

Lifeguard Hip pack

SwimSafe Swimsuit

Uniform PolicyYou must be in full uniform while on the clockDo 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.

Finding a SubPost 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

How to fill out a Sub SlipSub Slip

Your name:Current Date:Shift Needed:Date Needed:Name of Sub:Signature of Sub*: Manager’s Signature:

Needs both signatures

Down Time During ShiftsAbsolutely DO NOT:

Play CardsWatch televisionSmokePlay around the pool deck

Instead…Do your fitness swimFill up water bottles and rehydrateLook for something to clean:

Bathrooms, drain covers, pool deckReapply sunscreenReview CPR/Lifeguard SkillsReview EAP

Rainy Days and Inclement WeatherArrive to scheduled shift unless calledExpect to do work or safety reviewThe 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.

Customer ServiceSkill 1: Answering the phoneHow to Answer the Phone:

“Hello, Evendale Pool, This is ______ speaking how may I help you?”

Customer ServiceSkill 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.

Customer ServiceSkill 3: Rule Enforcement

Why do we enforce rules?What are some rules we enforce? Do not scream at patronsInitially, explain the rule: why we enforce it.For adults, it’s best if you tell them discreetly

(unless they continuously break the rules)

Customer ServiceSkill 4: Perception is RealityWhat 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?

BLOW YOUR WHISTLE!Whistle Signals

1 short blast Get patrons attention2 short blasts Get other lifeguards attention3 short blasts EMERGENCY (get backboard)

Call 911 Activate EAP!1 long blastLifeguard 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

PAY DAYPayroll Dates – page 16 in your handbook

Always 1 week behindPaid 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.

HOW TO CLOCK IN/OUT513-755-0800Computer will answer: “Enter Employee

Pin”If asked, Enter Job Pin:Enter Activity Code: