ASTORIA AQUATIC CENTER
(insert logo)
EMPLOYEE
HANDBOOK
TABLE OF CONTENTS
Section # 1 Policies
*Cell phone Usage Policy
*Substitute Policy
*Missing Work Policy
*Inclement Weather Policy
*Cash Handling Policy
*Speaking with the media Policy
*Music Policy
*Telephone and Computer usage Policy
*1,000 hour work Policy
*Facility Usage Policy
Section #2 Procedures
*Operational Exemptions
*Lost & Found
*Payroll & Time Cards
*Discipline
Section #3 Expectations and Standards
*Mission statement
*Chain of Command
*Job Descriptions
*Code of conduct
*E&A
*Professionalism
*Certifications
*Pool and Hot Tub Rules
*EAPs
*Customer Service
*Sales and Product Information
Section #4 Paperwork
*Incident Reports
*Rescue Reports
*Near/Miss Reports
*801 Packet
SECTION #1
Policies
Cell phone usage Policy
City of Astoria Aquatic center employees are
not allowed to text or talk on their personal cell
phones while on duty. Cell phones may be
used in an emergency but all other cell phone
usage must be while on a scheduled break or
while not on duty.
Substitution Policy
All Astoria Aquatic Center employees are
required to find a substitute for any scheduled
shift that they will be absent for. A substitution
form must be filled out and approved for the
shift they will be missing. In the event that an
employee is sick they must still find a substitute
for their shift and notify a manager or
designated supervisor if the shift is within 24
hours. It is important that all employees to
begin looking for a substitute as soon as they
become ill preferably no later than the night
before their scheduled shift.
If an employee does not find a substitute for
their scheduled shift they will be subject to
disciplinary actions. Once an employee has
agreed to substitute for another employee’s
scheduled shift, that shift then becomes their
responsibility.
Inclement Weather and Pool Closure
Policy
The Astoria Aquatic Center will remain open for
all scheduled hours unless a manger decides to
close the facility. In the event of inclement
weather all employees are still responsible for
showing up for their scheduled shifts unless
notified by their manger. If an employee is
unable to get to the facility for any reason they
must find a substitute and notify their manager
immediately.
Speaking to the Media Policy
In any circumstances where a member of the
media approaches an employee of the Astoria
Aquatic center they should be directed to a
manger. Members of the media include anyone
from local radio stations, newspaper reporters,
TV anchors, photographers, and anyone
representing any organization looking for
information about the Aquatic facility that is
intended to be reported to the public. Members
of the media typically introduce themselves
when entering a facility and are required to get
permission before bringing in any camera crews
through the front doors. Aquatic center
employees are not allowed to give them
permission to enter the facility. Employees are
not allowed to be interviewed without the
notification of a manager on duty. All questions
from media should be answered and addressed
by the aquatic manager.
Music Policy
Music that is played on the pool deck on in any
public areas of the aquatic center needs to be
approved by the aquatics manager. All music
must not contain any profanity or offensive
lyrics. The volume of the music must also not
interfere will the ability for staff to communicate
with guests or with each other.
Usage of the facility and property Policy
Employees of the Astoria Aquatic Center are
allowed to use the facility for free for general
drop in activities during operational hours.
Employees are not allowed to use the facility
during times that the facility is closed.
Employees are encouraged to limit usage
during busy times especially in the fitness
room. Employees are not allowed to bring in
family members or friends into the facility
without paying the drop in fee. All computers,
telephones, printers, laundry machines, and
other office equipment is the property of the
City of Astoria and not available for employee
personal use. All equipment and electronic
devices owned by the city must also remain on
site and not be borrowed or taken off sit by any
employees.
1,000 hour employment Policy
Astoria Aquatic Center part-time employees are
allowed to work a maximum total of 1,000 hours
in one fiscal year. The fiscal year for the City of
Astoria begins on July 1st and continues
through June 30th. Each employee’s hours will
be tracked and each employee will be notified
when they have reached their maximum hours.
Cash Handling Policy
Employees are responsible for taking payment
from guests. All cash must be entered and
placed in the cash register. Employee
purchases must be collected by another
employee or manager. Employees are not
allowed to sell themselves any merchandise or
concessions.
SECTION #3
Expectations / Standards
Mission statement:
Astoria Parks & Recreation provides life-long learning, wellness, and wellbeing through recreational opportunities and is dedicated to the
preservation of natural resources, open spaces, and facilities that inspire
and bring neighbors together.
Job Descriptions:
The follow job descriptions outline the job responsibilities of each position
held by part-time Astoria Aquatic Center Staff (insert job descriptions here)
Job responsibilities are subject to change at the Aquatic manager’s
discretion.
Chain of command:
The chain of command for the Astoria aquatic center is in place to establish
effective and open communication between staff. In the event that a staff
member has a work related challenged they are to report to the lead staff
on duty or the pool manager. If their challenge is with the lead staff then
they should first report to the aquatic pool manager. If the challenge is with
the aquatic pool manager then they should first report to the Parks and
Recreation Director. If in the process of discussing a work related
challenge the initial reporter doesn’t feel like they received a proper solution
to their challenge they would go to the next level. For example if the lead
staff member couldn’t help the employee solve a challenge then it would be
appropriate to consult the aquatic manager.
Code of conduct for Astoria Aquatic Center Employees
All Aquatic Center Employees agree to conduct themselves while at work
according to the following standards:
*Appropriate Dress
While on duty all staff must wear their required uniform. Employees are not
allowed to alter their required uniform in any way or report for their
scheduled shift without all required clothing and/or equipment. Employee
uniforms are intended for wearing during their scheduled work time only.
Employees reporting for inservice training or certification classes that water
time is a portion appropriate swimwear must worn. For women one piece
swim suits are required.
*Communication
All employees of the Astoria aquatic Center will strive to communicate
effectively and appropriately with all guests, fellow staff, other city
employees, and management.
While on duty lifeguards are encouraged to keep conversations with other
staff relating to work related topics. Personal conversations should be
reserved for areas not accessible to the public or out of the facility.
If an employee has a work related challenge they are encouraged to speak
directly with their manager as soon possible.
When approaching a guest to enforce corrective behavior the staff member
should make eye contact and maintain a level of respect.
In every communication with the public each employee should strive to
maintain an upbeat and positive attitude.
Employees are encouraged to refrain from speaking about the aquatic
facility in a negative way both in and out of the facility.
*General Conduct / Professionalism
While at work each employee is a representative of the City of Astoria so it
is important to maintain a level of professionalism that is consistent with the
City of Astoria Parks and Recreation department’s mission. All employees
will strive to perform at a level that meets of the requirement and
expectations of both all licensing agencies that each individual is licensed
with as well as the expectation of the aquatic center management.
Employees are expected to be able to perform any and all skills required
for employment at a satisfactory or higher proficiency level at all times.
E&A Standards:
The following are the current requirements from E&A for its clients. All
licensed Astoria Aquatic lifeguards are responsible for filling these
requirements. (insert here)
Re-certification:
All employees are responsible for tracking when their certifications expire
and register for a class before their certification is expired. Employees will
not be allowed to work if their certification expires. The Astoria Aquatic
center holds the licenses but the employee owns their individual licenses
and therefore they’re responsible for them.
Customer Service:
While on shift all Astoria Aquatic center employees are expected to
maintain a high level of customer service. Giving good customer service
embodies a variety of behaviors while interacting with guests. Good
customer service is expected in all face-to-face interactions as well as in
phone conversations.
Delivery good customer service depends on the following;
- Attitude
Guests that are visiting our facility want to feel like they are welcome and
that their business with us is appreciated. Even in situations when you are
fielding a complaint each guest should be treated like their needs are being
met. For example, It is important to greet guests as they enter the facility
and to extend them a salutation when they leave. While on the pool deck it
is important to have a proactive approach and ask if you can be of
assistance to anyone appearing like they are in need. Making yourself
available to guests in the facility convey the attitude that you as an
employee care that they have a positive experience in your facility. If you
are unable to assist them, find another staff member or a manager that
can.
-Knowledge of the facility and programs
As an employee you will be asked a variety of questions about the facility,
programs offered, products for sale, and even things unrelated to the
aquatic center. It is highly encouraged to familiarize yourself with the
program guide for the facility, products that are sold at the facility (see
sales & product information section), and general operations of the front
desk. If you are unsure of something always ask someone before giving an
incorrect answer to a guest. If you have to get back to someone while you
research, that is okay they will appreciate the correct information.
-Proficiency in work related skills
All employees are required to complete some type of training program to be
hired and most have to obtain some type of certification. It is the
responsibility of the employee to ensure that they can perform all work
related duties. The inability to effectively teach a swim class, to perform
the necessary skills to assist a guest in distress, or to not be able sell
someone a pool pass would be an example of giving poor service through
the inability to perform work responsibilities. As you are challenged by new
circumstances at work it is your responsibility to seek out additional
information or training to ensure your success in the event you are
presented with a similar challenge.
-Communication skills
What you communicate and how you communicate has a large impact on
the perceived level of customer service. Being able to make eye contact
with guests while speaking in a clear voice will dramatically enhance the
communication experience for the guest. At times there may be instances
when making eye contact is challenging. For instance while watching the
water or from the ledge of the pool or following a swimming lesson. In
these situations it is crucial to communicate that you are present and
attentive by possibly changing your body position. Lifeguards may have to
come down from the guarding stand and stand next to the guest who needs
their attention while communicating to them that they have to keep their
eyes on the water but that they are listening. A swim instructor who needs
to speak with a parent should exit the water so that communication is
easier. When explaining a rule or policy to a child that is much shorter than
you get done on their level so that you can maintain eye contact and to
convey a less threatening body position.
When communicating with guests over the phone it is important that you
are able hear them clearly and to speak so that they can hear you clearly.
There are many things to be distracted by while on the phone especially
when you are at the front counter. Please keep in mind that the person on
the other end of the line is just as important as someone standing in front of
you. However, always assist someone who is in front of you before picking
up the phone. If you have to call someone back while you get the
information that they requested please follow through with that return call.
If you are unable to get back to them delegate that responsibility to
someone who can.
Sales & Product Information:
One of your responsibilities while working at the front counter is to be
familiar with the types of products and concessions that the facility sells
and the corresponding prices for each item. The following is an inventory
of products with descriptions for each item. Please review these items and
ask any clarifying questions before working the front counter. (insert list
here)
Pool and Hot Tub Rules:
While on and around the pool deck the following rules need to be enforced
by all aquatic employees (insert rules here)
Emergency Action Plans (EAPs):
The emergency action plans for the Astoria Aquatic Center are posted
within the Aquatic facility and copies are below. Each of the EAPs outlines
a complete response to the listed emergency. These are the guidelines
that each employee should follow in the event of any of these types of
emergencies. (insert EAPs on desk top)