Operation Manual

FIDALGO POOL AND FITNESS CENTER

OPERATIONS MANUAL

2005

C:\Fidalgo\Data\Manuals\Operations Manuals\DM Chapter 1,2,3.doc Revised 12/8/2005 2

CONTENTS Chapter 1 Introduction and Customer Service (all read) Yellow Chapter 2 Administrative (all read) Yellow Chapter 3 FPFC Pool Rules and Policies (all read) Yellow Chapter 4 Cashiering Chapter 5 Lifeguarding Chapter 6 Swim Instruction Chapter 7 Fitness Center Chapter 8 Child Care Chapter 9 Thunderbird Aquatic Club Chapter 10 Maintenance Chapter 11 Emergency and Unusual Situations (all read) Yellow


CHAPTER 1 INTRODUCTION AND CUSTOMER SERVICE__________________ 5 1.1 WHO WE ARE _______________________________________________________ 5

1.2 YOUR ROLE IN THE DISTRICT _______________________________________ 5 SAFEGUARD ____________________________________________________________________ 5 PROMOTE AN ENJOYABLE ENVIRONMENT AND EXPERIENCE ______________________ 5 ATTITUDE ______________________________________________________________________ 6 COURTESY _____________________________________________________________________ 6

1.3 OVERVIEW OF CUSTOMER SERVICE _________________________________ 6

1.4 PRINCIPLES OF CUSTOMER SERVICE ________________________________ 6 EVERYONE IS A CUSTOMER______________________________________________________ 7 BE POSITIVE FIRST AND POWERFUL SECOND ATTITUDE IS THE KEY! ______________ 7 MAKE THE FIRST MOVE _________________________________________________________ 7 BE SINCERE, FRIENDLY, POSITIVE AND YOURSELF ________________________________ 7 BE AN ACTIVE LISTENER ________________________________________________________ 7 HAVE PATIENCE, PATIENCE AND MORE PATIENCE ________________________________ 8 PRESENT A CLEAN, FRESH IMAGE ________________________________________________ 8 HELPFUL HINTS_________________________________________________________________ 8

1.5 DEALING WITH DIFFICULT CUSTOMERS ____________________________ 9 DEALING WITH DISRUPTIVE CUSTOMERS_________________________________________ 9 ENFORCING THE RULES ________________________________________________________ 10

1.6 TELEPHONE ETIQUETTE ___________________________________________ 10

1.7 WORKING WITH THE CUSTOMER AT THE FRONT COUNTER ________ 11 A CUSTOMER IS AT THE COUNTER AND THE TELEPHONE IS RINGING ______________ 11 PROVIDING A PATRON INFORMATION ___________________________________________ 12

OUR COMMITMENT TO OUR PATRONS AND EACH OTHER AS FPFC EMPLOYEES _____________________________________________________________ 12

CHAPTER 2 ADMINISTRATIVE ________________________________________ 13 2.1 PHONE OPERATION ________________________________________________ 13

2.2 PHONE MESSAGES _________________________________________________ 13

2.3 PHONE LISTS ______________________________________________________ 13

2.4 WORK SCHEDULES ________________________________________________ 14

2.5 SUBSTITUTIONS ___________________________________________________ 14

2.6 TIMEKEEPING _____________________________________________________ 14

2.7 NOTICES AND COMMUNICATIONS__________________________________ 14

2.8 EMPLOYEE INPUT _________________________________________________ 14

EMPLOYEE QUESTIONNAIRE_________________________________________ 15 CHAPTER 3 FPFC POOL RULES AND POLICES FOR USAGE______________ 16

3.1 FITNESS ROOM ____________________________________________________ 16

3.2 POOL/FACILITY RULES ____________________________________________ 16

3.3 DIVING IN THE POOL FROM THE DECK _____________________________ 17


3.4 DIVING BOARD RULES _____________________________________________ 18

3.5 ROPE SWING RULES _______________________________________________ 18

3.6 WATERSLIDE ______________________________________________________ 18

3.7 KICKBOARDS AND BUOYS__________________________________________ 18

3.8 LIFEJACKETS______________________________________________________ 19

3.9 HYDRO-FIT EQUIPMENT ___________________________________________ 19

3.10 INFLATABLES ______________________________________________________ 19

3.11 TOYS_______________________________________________________________ 20

3.12 MASKS, FINS AND SNORKELS _______________________________________ 20

3.13 LAP SWIMS_________________________________________________________ 20

3.14 OPEN SWIMS _______________________________________________________ 21

3.15 RENTALS___________________________________________________________ 21


CHAPTER 1 INTRODUCTION AND CUSTOMER SERVICE

1.1 WHO WE ARE Fidalgo Pool and Fitness Center District (FPFC) is a municipality (government entity) created under the laws of the State of Washington and voted into existence by the public in 1972. Under these laws, the District has been given the right to levy taxes from the District property owners to assist with funding the operation and maintenance of the facility. Every three years the taxpayers are given the opportunity to decide if they want to continue to support the District by voting on this maintenance and operation levy. The Fidalgo Pool and Fitness Center District is made up of a pool and fitness center. Many activities other than swimming go on at the facility; the facility offers a weight room and programs such as land/water aerobics and swim lessons. A complete listing of all the programs offered can be found in the quarterly schedule. The people who volunteer or are employed by this organization fill many roles with one common goal: To serve the public while working together to meet their needs. As a public employee, you have certain rights and obligations. District employees are public servants and the public they serve will expect all of us to execute our assigned tasks appropriately. The public has every right to evaluate our performance and provide us with feedback. Their feedback should be welcomed and given careful consideration, since they are ultimately paying our wages.

1.2 YOUR ROLE IN THE DISTRICT You have been hired to perform your duties as assigned while being ever mindful of the Districts mission statement: To provide safe opportunities for enjoyable recreation, fitness and learning experiences. The following objectives define our mission statement and your role as an employee of this District.

SAFEGUARD Although we cannot eliminate ALL risks, it is our responsibility to minimize and manage our risks within reason. You will help safeguard our facility and patrons by seeking out potential hazards and dealing with them effectively. This may require that you take immediate action, such as removing a tripping hazard on the deck or mopping up water on the lobby floor. You are also required to report potential hazards to your immediate supervisor or the Maintenance Manager.

PROMOTE AN ENJOYABLE ENVIRONMENT AND EXPERIENCE Our pool has long been a strong proponent of safety and has always been a leader in the field of lifeguarding skills and policies. We maintain a strong emphasis on safety and try to achieve a fun environment. We are always encouraging games and the use of toys to accentuate the fun factor in our programs. The idea is to promote an enjoyable environment and experience for our patrons and ourselves while working. To do so we must concentrate on understanding the patrons needs and their points of view. We must also be aware of our own attitudes, learn to be courteous and work to provide excellent customer service.


ATTITUDE Your attitude is outwardly visible and people can judge how they feel about you just by looking at you. The attitude you convey will not only reflect on you but on our whole operation; in fact, the entire District. By consciously displaying a positive attitude you will be contributing to creating a pleasant environment. It may take some effort at times but friendliness is always appreciated and it is a vital part of a successful program. Here are a few tips to consider as you work. 1. Learn to view your customer as the job, rather than an interruption of it. 2. Understand that your co-workers are internal customers and treat them with the same

respect you do your customers.

COURTESY Courtesy is the simple behavior that acknowledges another human being as worthy of your attention. Courtesy can involve acknowledging people with a smile or a nod of the head so that they feel welcome and accepted. It can also be awareness of a need; recognizing when people are confused, uncomfortable or troubled, followed by lending a helping hand. When talking to patrons, lifeguards can be as helpful and courteous but remember to keep your scan and watch the pool at all times. If a patron continues to converse with a lifeguard for an extended period of time, be polite and explain to them why you need to maintain the job at hand and that conversations are disrupting and unsafe.

1.3 OVERVIEW OF CUSTOMER SERVICE This is one of the most vital functions we all provide as recreation professionals. Lifeguards and instructors along with the front desk staff are the most valuable assets of this facility because you are in direct contact with the public everyday. You have a great deal of control as to whether a patrons visit is enjoyable, nondescript, and unpleasant or down right frustrating. Your responses will bear greatly on the patrons overall impression of the District. However, we need to keep in mind that while we are serving one patron, we must also maintain a safe environment for the rest. Employees must positively interact with patrons to promote the facility and encourage customer satisfaction without compromising the facility rules. A few ways in which we can serve our patrons are by learning their names, by noticing a confused look and asking if they need help, by getting someone a kick board or toy, and by monitoring the speed of patrons and placing them into the appropriate lap lanes.

1.4 PRINCIPLES OF CUSTOMER SERVICE Although customers ask for what they want, what they need is a whole lot more. There are six basic customer needs: 1. Friendliness.


2. Understanding and empathy. 3. Fairness. 4. Control. 5. Options and alternatives. 6. Information.

EVERYONE IS A CUSTOMER 1. Treat everyone in the same manner in which you would want to be treated. 2. Always be image conscious actions and tone of voice impact the publics

perceptions. 3. Each encounter with a customer is an opportunity to either enhance the customers

perception of us or destroy it.

BE POSITIVE FIRST AND POWERFUL SECOND ATTITUDE IS THE KEY! 1. Customer service is concentrating on and providing 100% service, 100% of the time. 2. If you are positive at 12:00 p.m., then you must be positive at 8:00 p.m. 3. Positive attitude starts with the individual and is enhanced by those you work with

and for. 4. Cant do it or "Not my job" is not our policy.

MAKE THE FIRST MOVE 1. Never avoid a customer or user. 2. Read your customer before you initiate contact. 3. Make the first move a positive move. 4. Take prompt action to meet customer needs or to resolve conflict.

BE SINCERE, FRIENDLY, POSITIVE AND YOURSELF 1. Golden Rule treat people in a manner that you like to be treated; 2. Focus should not be on what we do but how we do it.

BE AN ACTIVE LISTENER 1. Know the difference between listening and waiting for your turn to talk. 2. Face to face contact: What you say (7%)

Body Language (55%) How you say it (38%)

Phone Contact What you say (13%) Tone of voice (87%) 3. How you communicate with people dictates the type of reaction you will get from

them. Get people on your side by showing concern for their problem.


4. Your number one priority is to find out what the customer wants/needs and do everything you can to accommodate them.

5. Your contact with the customer is the moment of truth; it forms an impression of the service you provide.

HAVE PATIENCE, PATIENCE AND MORE PATIENCE 1. Front line staff requires more patience than most staff. 2. Signal your willingness to serve the customer. 3. Regardless of how the communications have gone, end on a positive note (i.e. if you

have any further questions, dont hesitate to contact me.) 4. All customers, both internal and external deserve your courtesy. 5. Patience requires you to show respect, concern, and care for your customers. 6. Negative impact results from being negative (forgetting that it is their time, money,

and energy, and forgetting who you represent).

PRESENT A CLEAN, FRESH IMAGE 1. Customer service is you you are the ambassador of the District. 2. How you look and carry yourself is a direct reflection on you and the District. 3. People affect your outlook on the day, and you affect their day. 4. It takes less energy to be positive than to be negative.

HELPFUL HINTS 1. Explain the program schedules and rules, as many times as needed never assume

that people know. 2. Your personal appearance must be neat at all times. Always report to work well

groomed and in a clean uniform. 3. You must be the best example for the customers of the pool not the exception.

Observe all the rules you expect them to observe. Use common sense when you are at work or in uniform.

4. Be the best source of information for the public. If you cannot answer a question, either find out for them or refer them up the chain of command to your supervisor.

5. Be courteous to customers and treat them as guests. Do not shout out orders when unnecessary, and never argue with a customer. Be fair to all participants.

6. Promote all the programs. Tell people what is available; do not wait for them to ask. 7. Respond to suggestions with a positive attitude. The facility is open to benefit the

customers, not the employees. Pass suggestions on to your supervisor. 8. Know the rules and why they exist, so you can interpret them for the public. Be the

best source of information. 9. Do not find fault with the operation of the program in front of the public. If there is

something that you feel is wrong with the District operation, discuss it with your supervisor in private.


10. Common sense and courtesy are the answers to good public relations and will make your job more satisfying and rewarding.

11. Write down any requests that you receive but cannot fulfill and forward them to your supervisor.

12. Remember you are in the service business and people want you to help them. 13. Demonstrate professionalism and competency at all times. 14. Do not speak harshly or with a condescending tone. 15. Do not use unprofessional language, gestures, or behavior that could be considered as

insensitive or inappropriate. 16. Do not laugh at or talk loudly when you assist a customer. 17. Create a cooperative, professional working environment. 18. Avoid stereotyping. Approach each customer as an individual. 19. Try to reduce barriers to customer communication. Establish eye contact. 20. Place yourself at the appropriate level to enhance communication (stand, sit, kneel, or

squat). 21. Use good judgement in all situations. Dont get upset or emotional. Refrain from

taking things personally.

1.5 DEALING WITH DIFFICULT CUSTOMERS 1) Let the customers vent their feelings. Dont tell them to, "Calm down" this will

make things worse. Learn to zip your lip and not take what they are saying personally. This is part of the "de-escalating strategy."

2) Dont get trapped in your negative feelings about the customer. Understand what is going on in you,"What is/why are my buttons being pushed." Then ask, What does this person need and how can I provide it?

3) Express empathy for the customers situation by using empathic phrases and apologizing.

4) Actively work to solve the problem. Gather the information you need by asking questions.

5) Double-check all the facts by repeating the information back to the customer (mirror technique).

5. Come to a mutual agreement on the solution with the customer. Remember to under-promise and over-deliver.

6. If after performing these steps you do not feel the problem has been solved, REFER THEM TO YOUR IMMEDIATE SUPERVISOR OR SUPERVISOR ON DUTY.

DEALING WITH DISRUPTIVE CUSTOMERS There may be a time when you come across a customer who is unreasonable, anger escalates or they disrupt the activities of the staff or patrons. Here is a checklist on how to deal with these types of customers:


1. Recite our Mission Statement (To provide safe opportunities for enjoyable recreation, fitness and learning experiences).

1. All patrons will be civil with others while they share the facility. 2. People involved in disruptive behavior will be asked to change that behavior or must

immediately leave. 3. Any threats upon patrons or staff will be referred immediately to the management and

then to the police. Access to the facility will be immediately terminated. 4. Your job does not require you to take abuse; your job calls for you to be respectful, to

be professional and to provide excellent service. 5. Do not reason with someone who is verbally abusive, that is an offense against

yourself. 6. Do not allow a person with an illegitimate issue to abuse your time because that

misuses resources you are called to use toward the fulfillment of your mission. 7. Clearly understand the standards of service to which you are called. Review the

mission statement and/or policy or procedure that applies to the situation. 8. Respectfully control all interactions with patrons because you clearly understand who

you are and what you are about.

ENFORCING THE RULES Customer Service is also about PREVENTION. Prevention involves any interaction with the public that promotes safe behavior and may even serve to redirect potentially unsafe behavior. (NOT DISCIPLINE!). The steps involved are: 1. Stop the unsafe activity. 2. State the rule. 3. Educate by explaining the rule and the possible consequences of breaking it. 4. Redirect by facilitating other activities that could be fun, but would definitely be

safer. Above all, be polite, with calm authority that will promote safety and maximize the positive environment at our facility.

1.6 TELEPHONE ETIQUETTE 1. Answer the phone courteously and promptly (within two rings). Good

morning/afternoon/evening, Fidalgo Pool and Fitness Center, this is (first name), how may I help you?

2. Use positive, polite (nice) tone, style, and language. Put a smile in your voice. 3. Take notes if necessary. Ask for the spelling of the callers name and repeat the

telephone number if the customer wants to leave a message. Return messages as soon as possible and always within 24 hours.

4. When putting someone on hold ask the customer May I put you on hold and wait for an answer.


5. When the person you are transferring the customer to is not available tell the caller, so and so is not at their desk, may I transfer you to their voice mail? and wait for an answer.

6. Try to solve the callers problem. If the solution will take time or if you need more information, get the callers number and return the call. Dont leave the caller on the line for a long time (more than 40 seconds).

7. Use the operations manual, schedule, flyers, or telephone directory to provide information.

8. Make the extra effort to get the caller the information they need. For instance they may think we are associated with the City and run their recreation programs. Explain to the caller we are not and find the Citys Park & Recreation phone number and give it to the customer. Dont pass the buck.

9. Many people call the District for various reasons numerous times. Use the phone for customer service only. Staff should not use the phone for personal use.

10. Do not yell or reflect irritation. Refrain from being argumentative. Do not talk on the telephone while eating or chewing gum. Do not carry on two conversations or try to do something else while talking on the telephone. Do not use jargon. Do not give incorrect information.

11. Solicitors DO NOT PROVIDE any information to telephone solicitors. Transfer them to the appropriate department personnel extension.

12. NEVER TELL A CUSTOMER TO CALL BACK LATER. WE WILL CALL THEM.

1.7 WORKING WITH THE CUSTOMER AT THE FRONT COUNTER Try to answer questions. Try to determine the person's need. It is possible the patron is asking the wrong question. Remember: people asking for information may not be acquainted with our terminology and titles for our programs. It is your responsibility that our customers receive the information they are really seeking. For example, an adult calls and asks, "When are your Open Swims?" You give them the times. They come to Open Swim and are very unhappy because they cannot swim laps. We now have a dissatisfied customer. Had you asked, "Do you want to work out, swim, laps or bring the children?" the situation could have been avoided.

A CUSTOMER IS AT THE COUNTER AND THE TELEPHONE IS RINGING Answer the phone. IF the question is a short one, answer it. If not, ask them to hold. Try to help the patron at the counter if their needs are few. If not, ask the person at the counter if they mind waiting, then help the person on the phone. Remember: the person at the counter can see you are busy; the person on the phone cannot. The time seems long when you have been put on hold.


PROVIDING A PATRON INFORMATION When a patron comes in and asks for a schedule, but then stays around to read it, ask if there are any questions you could help them with. Explain the schedule and brag about our programs or inform them about new programs. Always give more information than the person asks for. THERE IS NO EXCUSE FOR GIVING OUT WRONG INFORMATION. IF YOU DON'T KNOWASK!

OUR COMMITMENT TO OUR PATRONS AND EACH OTHER AS FPFC EMPLOYEES

You will be the most important person to enter the facility, in person, by

mail or by telephone.

It will be my job to give you the service you seek in such a way that mutual benefit and satisfaction will result.

I will not consider you to be dependent on me; I am dependent on you.

You will not be an interruption of my workyou are the purpose of it.

You will never be treated as cold statistics, but flesh and blood human

beings with feelings and emotions like my own.

I will not argue or match wits with you; arguments are won by avoiding them.

Whether belligerent or irritatinghumble or appealingyou always

have a genuine right to receive polite and efficient service.

You do me a favor by giving me an opportunity to serve you.

You expect the same as I do from public servants; service in a helpful, courteous manner.


CHAPTER 2 ADMINISTRATIVE

2.1 PHONE OPERATION

1. Staff may use the phones in the employee/first aid room, lobby, or the pay phone at the front of the building. Phone calls must not be long distance, over 2 minutes or non-work related.

2. To talk to another employee, via intercom, leave the phone on or off the hook, press INTERCOM, then their extension button located on the face of the telephone (or their extension number).

3. To transfer an outside caller directly to voice mail, press VM TRSFR, then the extension button or extension number of the person you wish to transfer to.

4. To transfer callers to an extension press the "Transfer" button, the employee's button or extension number, and hang up. Their phone will ring and if they are not available, the voice mail option will automatically initiate.

5. To put someone on hold, press "HOLD." Then, when you want the call back, pick up the receiver and press the outside line with the rapidly blinking light.

6. To listen to messages, press "VM Messages" and follow the directions of the automatic recording. The Extension is "10" and the password "1234"

7. To use the loudspeaker option, press "intercom" then the Loudspeaker" button. Begin talking. When finished, place the receiver GENTLY onto the phone.

8. Extensions: #10 Front Desk - Business Hours/Special Events recording (Password 1234) #11 Kim Cole #12 Judy Jensen #13 John Thomas #14 Mike Bemis #15 #16 Cheryl #17 Employee/First Aid Room #18 Lee Mosher

2.2 PHONE MESSAGES

1. Must include the date, time, name and phone number, and name of the person who took the message.

2. Messages for staff may be posted on the bulletin board in the employee/first aid room.

3. Repeat phone numbers to the caller and make sure the message you are leaving is accurate.

2.3 PHONE LISTS

1. Available to all employees for work related use. 2. They are revised periodically so be sure that your information is up to date.


3. Staff phone numbers may NOT be given to anyone except staff.

2.4 WORK SCHEDULES Each Department is responsible for posting their own schedule. Contact your supervisor to find out where your schedule is posted.

1. The schedule lists all of the hours worked by part-time cashiers, fitness center and aquatics staff.

2. A new schedule is posted at the beginning of each month or when changes are necessary.

3. All employees are responsible for reviewing the most current schedule and covering the hours they are scheduled.

2.5 SUBSTITUTIONS Refer to 4.3 in the Employee Policy Manual regarding substitutions and illness. Also check with your supervisor to determine if there are special instructions for your department.

2.6 TIMEKEEPING Refer to 4.7 in the Employee Policy Manual regarding timekeeping requirements. Also check with your supervisor to determine if there are special instructions for your department.

2.7 NOTICES AND COMMUNICATIONS Refer to 4.9 in the Employee Policy Manual regarding notices and communications. Also check with your supervisor daily to determine if there are special instructions for your department.

2.8 EMPLOYEE INPUT The District values your input. Help make the District a better place to work by providing your comments and recommendations. Fill out the Employee Questionnaire located at the end of this chapter. Turn it into your supervisor when completed.


EMPLOYEE QUESTIONNAIRE 1. If you could change one facet of this operation, what would it be? 2. What is your most important personal work-related goal for the upcoming year? 3. How can we help you do a better job? 4. If you could be trained in any one area to make you a better, more productive

worker, (or supervisor) what would that one area be? _____________________________ ___________________________ Employee Date _____________________________ ___________________________ Supervisor/Manager Date


CHAPTER 3 FPFC POOL RULES AND POLICES FOR USAGE

3.1 FITNESS ROOM 1. Waivers must be signed by parents for all children between the ages

of 13-17. 2. No children under the age of 13 may use the fitness center. Reason: The machines are biomechanicaly constructed for adult us. 3. Children 13-15 must be accompanied by an adult. 4. Patrons must be at least 16 years of age to attend aerobic classes. 5. Orientation is required prior to use of equipment. 6. Food (including gum) and drink are not allowed. Reason: State law prohibits it. 7. Glass objects are not allowed. Reason: Dangerous if broken. 8. Running, horseplay, profanity or any misconduct are not allowed. 9. Closed-toed shoes, shirt and dry clothing must be worn. Reason: For health and safety purposes. 10. Limit use of cardio equipment to 20 minutes during peak hours 8am-11am and 4pm-

6pm. Reason: Health reasons and to allow others use of the equipment especially during peak hours. 11. Consult with a physician before starting any exercise program.

3.2 POOL/FACILITY RULES

1. Spectators are asked to remain in the designated spectator area. Reason: Spectators have a better view of the pool from the seating area, and it reduces the number of people on the deck. During swim instruction times, adults with children 6 and under are allowed on the pool deck. They must remove their shoes. 2. No street shoes on pool deck. Reason: for health and sanitation reasons street shoes may contain dirt which may contaminate the pool with dirt, leaves, etc. 3. Food (including gum) and drink (except plastic water bottles) are not allowed in the

pool or locker room areas. Reason: State law prohibits food within 6 feet of a pool. 4. State Law prohibits smoking in the building. 5. Children 6 years of age and under must be accompanied by a responsible adult within

arms reach in the water. Reason: State Health Department recommends adult supervision in the water for young children. Reference Gary Fraser 06/14/01. 6. Swimming apparel must be clean and hemmed.


Reason: Cutoffs and ragged ends on clothing usually unravel and come loose in the water. These strings and fibers get pulled through the pool filtration system, which causes the filters to become clogged. Baggy or loose clothes may become a tangle or choking hazard. 7. No person having skin lesions, sores, or with inflamed eyes, mouth, nose or ear

discharges, or carrying a communicable disease shall use the pool. Reason: State law prohibits it. Persons with infections or open wounds must protect themselves from further infection by not coming in contact with others. This is for the health and sanitation of all patrons. 8. The State Board of Health requires complete showers before swimmers may enter the

pool area. 9. Glass objects are not allowed in the locker rooms or pool area. Reason: Dangerous if broken. 10. Swim diapers covered with plastic pants are required for all non potty-trained patrons. Reason State law requires it. Disposable diapers are NOT acceptable because they fall apart in the water or can weigh a child down. This rule applies to children as well as special needs adults. 11. Diaper changing is limited to the locker rooms. Reason: Health and sanitation reasons. There is a changing station in the womens locker room for this purpose. 12. Children in car seats, strollers or any other restraining devices must remain attended

by an adult and in the balcony. Reason: Lifeguards should not be distracted from watching the pool to baby-sit a child on deck. The child could possibly fall from the stroller, or the brakes could disengage while a child is in a stroller. The stroller could roll towards or into the water with a child still secured inside. 13. Running, Pushing, Dunking, or Horseplay is not allowed. 14. Persons refusing to obey regulations are subject to removal from the premises. Reason: State law allows us the ability to perform our jobs properly. If a patron causes harm to self, staff, other patrons, or property it causes harm to the District that is not beneficial to anyone. 15. The nearest telephone is located in the lobby. 16. Diving is allowed only in the designated deep water areas. 17. The District is not responsible for lost, stolen or damaged personal items. 18. All Unclaimed lost and found items are donated to charity two weeks after they are

found.

3.3 DIVING IN THE POOL FROM THE DECK SHALLOW END 3 foot, 6 inch area: 1. Forward, feet first jump from the deck only. ALL OTHER AREAS: 2. Forward facing diving only (no flips).


Reason: Most diving accidents occur in shallow water, therefore diving is never allowed in the 3 foot 6 inch area. For consistency in enforcing diving rules, the No Diving policy for the deep-water area will be easier to enforce.

3.4 DIVING BOARD RULES 1. One person on the diving board at a time. Front facing, standing position dives with

one bounce from the board. After the dive is complete, swim to the nearest edge or ladder. Do not swim under the diving board while it is in use.

Reason: A person may lose their balance with multiple bounces. 2. Catching divers jumping from the diving board is prohibited during open swims.

However, parents may be in the water to assist divers during family swims. 3. Unless the diving board is closed, the diving area is for DIVING ONLY so that it is

clear for the diving board users. 4. Lifejackets, goggles and masks may not be worn diving off the board.

3.5 ROPE SWING RULES 1. The rope swing is restricted to the deep end. One person at a time on the rope swing.

Swing out onto the deep end, let go, and proceed to the nearest pool edge or ladder. After the swimmer has reached the nearest exit, the next swimmer may proceed on the swing.

2. The rope swing and diving board may be open with alternating usage. 3. Lifejackets, goggles and masks may not be worn on the rope swing.

3.6 WATERSLIDE 1. Minimum swimmer height requirement is 42 inches to use slide. 2. Non-swimmers may not use the water slide. 3. One person at a time on the slide. Slide feet first, in a sitting or laying position.

Avoid twisting and turning. Exit to the nearest ladder upon completion of slide. 4. Lifejackets, goggles and masks may not be worn down the slide. 5. A lifeguard will stand at the bottom of the stairway to regulate people using the slide.

This will assure that the area has been cleared and we will not have people sliding into one another at the bottom of the slide run out.

3.7 KICKBOARDS AND BUOYS 1. Kickboards and buoys are available during lap swims, lessons, swim team, adult,

preschool swims and water aerobics only. Reason: Kickboards are not allowed during open, family or rental swims. The Kickboards are sometimes submerged and used like surfboards. This can cause them to shoot up out of the water and could strike another patron in the face. The kick boards also get jammed in the gutter and can cause harm to the pool water systems. 2. All pool equipment must be used properly as it was designed for.


Reason: Kickboards should not be sat or stood on, thrown or used as weapons. Individuals who abuse the equipment will be warned first and if they continue to misuse the equipment, it will be taken away from the individual for the entire swim.

3.8 LIFEJACKETS 1. Patrons who use lifejackets are considered non-swimmers. 2. All life jackets must be labeled Coast Guard approved. Questions as to what is Coast

Guard approved should be directed to the Aquatics Manager. 3. Lifejackets are available at any swim and for any person who needs assistance i.e.

person with disabilities. 4. Lifejackets will be allowed in the shallow end of the pool only. The lifejacket user

must be accompanied by an adult and must remain within arms reach of the user at all times.

Reason: Too many parents leave their children unattended while swimming believing their children are secure in a lifejacket thus expecting the lifeguards to oversee the childs safety. 5. Maximum of 2 children in lifejackets per parent/guardian. Reason: Adequate adult supervision is required at all times for non-swimmers. 6. Wear lifejackets correctly. Ask a lifeguard to assure correct fit. 7. Lifejacket users may not use Ollie, inner tubes or the waterslide. EXCEPTION:

Lifejackets may be used on Ollie during Family Swims/Private Rentals under direct supervision of an adult and at the discretion of the lifeguard.

Reason: Lifejackets can trap a child in the inner tubes.

3.9 HYDRO-FIT EQUIPMENT 1. Available for personal use at times when current programs do not conflict with its

use.

3.10 INFLATABLES 1. Inflatable swimming toys, life rings, water wings or other non-Coast Guard approved

flotation devices are not allowed. Reason: Non-Coast Guard approved flotation devices may cause non-swimmers to turn face down in the water causing serious risk. The Fidalgo Pool & Fitness Center allows only Coast Guard approved lifejackets and flotation devices. 2. No watches or keys with pins are allowed on the inflatable toys, such as the octopus

or inner tubes. Reason: The watches and pins can cause rips and punctures in the toys which can result in costly repairs and the equipment not being available for use. Lifejackets can trap a child in the inner tubes. 3. Standing, jumping, or diving on or off the tubes/inflatables will not be allowed. 4. Misuse of any pool equipment such as throwing in/out of water or at other swimmers

is prohibited. 5. Allow a 3-foot clearance between the mats/tubes and the wall.


6. Lifejackets, goggles and masks are not allowed while using inflatables (Lifejackets are allowed for supervised children during private rentals when jumping off Ollie.)

Reason: Lifejackets can trap a child in the inner tubes, and the lifejackets can cause holes in the octopus.

3.11 TOYS 1. Only district toys are allowed. Exception - Aquakids class. 2. Noodles are allowed during all swim programs. As with all equipment, noodles must

be used in a safe manner. They cannot be used for hitting, spitting, throwing or biting.

3. Share all pool toys and equipment.

3.12 MASKS, FINS AND SNORKELS 1. We do not supply masks; however, patrons may bring their own. Fins or masks must

be approved by the Aquatic Manager. Fins are allowed during lap swims only. Masks must be made of plastic only and not tempered glass.

Reason: Fins may harm another swimmer if used during uncontrolled swim time. Lap swim is the only time where swimmers are in designated lanes and are aware of each other. Tempered glass may break and shatter, which may injure swimmers. 2. We do not supply fins for open swims because children wear them out too rapidly,

but patrons may use their own during lap swims or in light open swims at the lifeguards' discretion. We will supply fins for lessons and our swim team.

3. We do not supply/allow snorkels, except for lap swimmers during lap swims or during supervised activities such as lessons.

Reason: It is too hard to determine if a person is snorkeling face down or in need of emergency care. Also, it would be easy for inexperienced children using snorkels to aspirate water.

3.13 LAP SWIMS 1. Lap swims are for lap swimming only. 2. Patrons should swim in a lane that matches their swimming speed. 3. Lap swim Etiquette:

a) Two people swim side by side to the right of the lane. b) Three or more requires circle swimming counterclockwise. c) When passing another swimmer, pass to the person's left, down the middle of the

lane at full speed. Once you have finished passing, swim to the right of the lane again.

d) When being passed, slow down until the overtaking swimmer has completely passed you.

e) If someone is at your heels, when you reach the wall pause to let that person pass. f) When swimming into the wall, keep to the right (not the middle or the left) so

that if a person is passing you at the end of a lane they will have space to turn. g) When standing at the wall of a lane, stand to the right (when facing the wall)

whenever possible to allow space for the incoming swimmers.


h) If a problem should arise, be sure to let the lifeguard know. i) If you are swimming faster/slower than others in your lane, move to the

appropriate lane.

3.14 OPEN SWIMS 1. Maximum occupancy is 182. 2. Check the schedule to determine appropriate set-up and toy/equipment use. 3. Patron-guard ratio:

a. 1-50 patrons = 2 guards b. 51-99 patrons = 3 guards c. 100-182 = 4 guards

This ratio is used as a standard measurement tool. The ratio of guards to patrons may be modified according to activity and age group of users. If all pool activities are being used, one guard per area of activity must be on duty i.e. if the waterslide, swing and Ollie are in use then at least three lifeguards must be on duty. (Skagit County Health Department Report 08/00).

3.15 RENTALS Rentals may have a variety of different set-ups, maximas and ratios depending on the requests of the patrons renting the pool. During rental times the pool is closed to the public. The District provides a minimum of two lifeguards for rentals.

3.16 GENERAL 1. Weapons, including mace are prohibited in the facility. 2. Photography is prohibited in the locker rooms. This includes cell phones

with picture taking capability. 3. No-bullying.

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CHAPTER 4 CASHIERING______________________________________________ 3 4.1 CHECKING IN _______________________________________________________ 3 4.2 DAILY ADMISSION FEES _____________________________________________ 3 4.3 PASS/PUNCH CARD SALES PROCEDURES ______________________________ 4 4.4 OPEN AND FAMILY SWIMS ___________________________________________ 4 4.5 PRESCHOOL OPEN SWIM_____________________________________________ 4 4.6 SWIM LESSONS ______________________________________________________ 4 4.7 PRIVATE LESSONS___________________________________________________ 5 4.8 ADULT LESSONS (Discontinued until Further Notice 11/15/05) _______________ 6 4.9 MASTERS (DISCONTINUED UNTIL FURTHER NOTICE 8/4/04) ____________ 6 4.10 THUNDERBIRD AQUATIC CLUB (TAC) _______________________________ 6 4.11 RENTALS __________________________________________________________ 7 4.12 CHILDCARE________________________________________________________ 7 4.13 FIDALGO BENEFIT ACCOUNT _______________________________________ 8 4.14 CITY VOUCHER SYSTEM ____________________________________________ 8 4.15 SILVER SNEAKERS _________________________________________________ 8 4.16 FITNESS CENTER ORIENTATION ____________________________________ 9 4.17 CASH REGISTER PROCEDURES_____________________________________ 10 4.18 GIFT CERTIFICATES ______________________________________________ 10 4.19 COUPONS_________________________________________________________ 10 4.20 NON SUFFICIENT FUNDS (NSF) CHECKS COLLECTION_______________ 10 4.21 LOST AND FOUND _________________________________________________ 10 4.22 REFUNDS AND CREDITS - WHEN TO GIVE___________________________ 11 4.23 ISSUING PAYCHECKS ______________________________________________ 12 4.24 DESIGNATED EMPLOYEE AREAS ___________________________________ 12 4.25 PROGRAM FLYERS AND INFORMATION _____________________________ 12 4.26 EMPLOYMENT APPLICATIONS _____________________________________ 12 4.27 COMMUNICATIONS________________________________________________ 12 4.28 MAINTENANCE ___________________________________________________ 12 4.29 FACILITY INCIDENT CALL LIST ____________________________________ 13 4.30 OPENING/DAILY AND CLOSING PROCEDURES _______________________ 13

OPENING CASHIER DUTIES ____________________________________________________ 13 GUARD NO SHOW _____________________________________________________________ 13

4.31 DAILY CASHIER DUTIES ___________________________________________ 14 4.32 All CASHIERS _____________________________________________________ 14

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4.33 CLOSING PROCEDURES____________________________________________ 15 4.34 SHIFT RECONCILIATION PROCEDURES_____________________________ 15

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CHAPTER 4 CASHIERING

4.1 CHECKING IN All patrons and staff using the facility and/or classes are required to check-in at the front desk. They must scan their membership card. IF they do not have a card, and their picture is not in the database, they must present a form of ID.

4.2 DAILY ADMISSION FEES Single Use Admission Patrons pay for each program or activity. Single use admission admits the patron to either the pool or fitness center.

NOTE: Persons with disabilities are charged the normal facility fees. However, their assistants/attendants are NOT charged fees as long as they are assisting their client. Assistants/attendants participating in programs or activities outside of assisting their clients must pay the appropriate fees.

10 Time Pool or Fitness Punch Card Punch cards are valid up to 365 days (1 year). Each visit to the pool or fitness center requires a punch. Exercise/Aerobic participants require one punch for each class they attend. Punch cards are transferable and may be shared by more than one person as long as a punch is taken for each user. Senior rates include attendance in exercise/aerobic classes; all other must purchase an exercise/aerobic punch card. Punch cards are NOT interchangeable between departments. A punch card for each department must be purchased i.e. use of the pool requires a pool punch card and use of the fitness center requires a fitness center punch card. Refer the customer to a combo punch card if they wish to use both facilities. Open/Family Swim Punch Card Open/Family Swim punch cards may be used for Open/Family swims or the 12:00-1:00 Lap Swim only. Do not let patrons into the locker rooms prior to 11:50. They may also be used for more than one user as long as a punch is taken for each user. Assure that punch cards are rung under the appropriate register key. For instance a noon punch card is rung under noon punch and an open swim punch card is rung under open swim punch. DO NOT assume that because they are the same price they can be rung under either department. Monthly Pool or Fitness Pass Passes are sold on a monthly (calendar-day)1 basis. Unlimited use of pool or fitness Center is allowed with the use of a monthly pass. 1 Example of a calendar days:

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Senior rates include exercise/aerobic classes; all others must purchase an exercise/aerobic pass. Passes are non-transferable, non-refundable and may NOT be extended for anything other than illness (going on vacation does not constitute an extension), pool closures for events such as holidays, inclement weather, TAC meets (requiring a full day of closure), mechanical failures closure or evacuation of the facility. Combination Daily Admission Combination Monthly Pass Combination Pass including Classes Combination Punch Combination Punch including Classes Combination admission, punch and monthly passes allow patrons to use both the pool and fitness center and for an additional fee, attend exercise/aerobic classes. The passes are non-transferable and may be used by only the person whose name appears in the computer.

4.3 PASS/PUNCH CARD SALES PROCEDURES Refer to the Computer Operation Manual.

4.4 OPEN AND FAMILY SWIMS Children 3 and under are FREE during all Open/Family swims. Children 6 and under MUST be accompanied by an adult. The adult must swim with the child; observing from the deck or the viewing area is not acceptable. You will be notified in advance of any reduced rate open swims or promotions. Patrons may be allowed admission 10 minutes prior to the beginning of an Open Swim/Family Swim. To assist patrons in complying the District's rules and policies, become familiar with Chapter 3, Pool Rules and Policies for Usage. Educate the patrons prior to their entering the locker rooms. Nothing is more frustrating than to suit-up and begin to swim, only to be told by a lifeguard that they may not continue due to a health or safety rule.

4.5 PRESCHOOL OPEN SWIM Preschool open swims are designated pool times for preschoolers and their parents. Times are listed on the schedule. Cost is $2.50 per person. (3 and under are free).

4.6 SWIM LESSONS Swim lessons include Aquakids (ages 6 month-3), Water Wiggles (ages 3-5), Preschool (ages 4-6), Youth (ages 7-15), and Adult Lesson (ages 16 and older). These classes are usually eight, hour classes held during a 4-week session (2-weeks during the summer); A pass purchased on January 15th expires on February 15th; March 3rd expires on April 3rd. Exceptions are: January 31st expires on February 28th ; March 31st expires April 30th August 31st expires September 30th; October 31st expires November 30th. If the last day falls on a Sunday, use Monday as the expiration date.

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except for Adult and Waterkids lessons, which are scheduled separately. The maximum limit is 6-8 children per class. Refer to the FPFC schedule for current session dates and times. If 3 or fewer students have enrolled in a swim lesson class, the District reserves the right to cancel the class.

Registration is on a first come first serve basis. Payment must be received during sign-up, NO EXCEPTIONS. Registration via telephone is not accepted. (Including out-of-town patrons). You may provide class availability and pertinent information. The swim lesson fee is $32.00 per child each session. Out-of-District fees are an additional $2 per swimmer. Patrons may mail in a check for registration, but we will not guarantee an opening when the check arrives. When mailing payment, ask the patron to supply session dates, and times with their payment. If you should receive a check for a class that is in conflict with their request call the patron and offer an alternate class. If this is not possible, return the check. Assure that the customer is printed a swim lesson receipt. The receipt should list class dates, times and level. Review this information with the customer. Stamp "No Refunds After the First Day of Class" on each receipt. We have waiting lists for swim lessons. No payment is required. The swim school manager will call the patron if/when a slot is available. Refund Policy: There are NO refunds after the first day of class unless the class has been canceled. Class cancellations, due to situations beyond the District's control i.e. earthquake or inclement weather may not be made -up. However we will usually refund a portion (or make-up if possible) classes if the cancellation resulted in a District related incident i.e. pump failure. We do not make-up classes to patrons who miss days. If a patron requests an exception - do not argue with them - refer them to Judy Jensen.

4.7 PRIVATE LESSONS Patrons: 1. Sign up for lessons in person. 2. Pre-payment is mandatory for all scheduled lessons. In other words they must pay to

be placed on the schedule. 3. Instructors set their own schedule for lessons. Review the Private Lesson

Appointment Book at the front desk. Cancellations: 4. There are no refunds for no-shows. 5. Calls received before 9 am the day of the lessons may be rescheduled. 6. No refunds for late cancellations. Late cancellations cannot be rescheduled due to

difficulty in reaching instructors in time. 7. If the instructor misses an appointment - the patron is entitled to a free lesson. Cashiers: 1. Review Private Lesson Appointment Book for instructor schedule availability.

Schedules are listed by instructor. 2. Schedule lessons a minimum of one week in advance.

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3. Call instructor and inform them of appointment. 4. Receive a records payment for ALL scheduled lessons.

4.8 ADULT LESSONS (Discontinued until Further Notice 11/15/05) The District offers adult lessons and they are set-up similar to youth lessons. A sign-in sheet is provided in the session binder. Classes are held each Tuesday for one hour four times a session. Cost is the same as the youth swim school program.

4.9 MASTERS (DISCONTINUED UNTIL FURTHER NOTICE 8/4/04) Masters swim on Tuesday/Thursday nights from 5:30-6:30 p.m. and Saturday 8:00-9:00 a.m.. Stroke technique and a work-out are included in the instruction. A monthly Masters Pass card is required for this program. The cost is $47. It is rung into the register under regular TAC dues, override the price in the Point of Sale area. Refer Masters to Coach Myke Lund for further information.

4.10 THUNDERBIRD AQUATIC CLUB (TAC) The Thunderbird Aquatic Club (TAC) is a pool program that offers competitive swimming and practice for swimmers ages 5-22. Information sheets explaining this program are located in the bottom file drawer. 1. When a new member arrives, hand out the TAC packet located in the file drawer.

Read the information sheet so you understand what TAC does, and additional important information. This packet will include: a. USA Swimming Registration form. b. Pool information sheet. c. TAC Emergency Information. d. Parental Commitment Form.

2. NEW AND RETURNING members will submit these completed forms. a. Review the forms for completion, in particular the USA registration form. b. REGISTRATION: Check must be made out to TAC for $80, and $70 for each

additional swimmer. ($40 - USA swimming for insurance coverage and the remainder goes toward TAC Booster Club. The Club uses the extra funds to pay for relays at all swim meets, postage and other administrative fees).

c. New members are allowed a one FREE introductory week. On their first day, write the date on the USA Registration form (in pencil).

d. Place all forms accompanied with the checks, into Cheryl's in-box, located in the employee/first aid room.

e. If the members do not wish to continue swimming after the free introduction, refer them to Cheryl for a return of registration fees. She will make the check available at the front desk for pick up.

3. Monthly dues are made payable to FPFC. Check incoming dues checks to assure accuracy. It is common for parents to mistakenly write "TAC." Re-writing the name and initialing the check will easily correct mistakes.

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a. All swimmers must be paid by the 10th of each month. No payment - no swimming. (Board of Commissioners establishes monthly TAC dues.)

b. Ring in each monthly TAC dues under the TAC DUES button on register. 4. As the season progress, you will receive additional checks and paperwork for swim

meet sign ups. These checks must be made payable to "TAC" and placed in the black box located on the "TAC" board in the lobby.

Any questions such as "What do I sign my child up for?" should be directed to the appropriate coach. Any other questions may be referred to either the coach or a TAC Board member.

4.11 RENTALS 1. Patrons must sign-up and pay for rentals in person. Scheduling rentals without

payment is strictly prohibited. 2. Review the Rental Schedule to find out what activities, toys and prices are available. 3. Fill out the Rental Agreement completely and accurately. 4. Rentals must be booked one week in advance of the event date (or by noon Monday

for a Saturday rental). This allows adequate time to schedule lifeguards or other staff. The Aquatic Manager must approve exceptions.

5. Saturday Pool rentals must be booked in consecutive order starting at 1 p.m. 6. Rentals may not extend beyond 10 p.m. weeknights. 7. Pool and room rentals must be written on the Rental Agreements and logged into the

Rental Schedule. There are two Rental Schedules - weekday and weekends. 8. Cleaning Deposit. If cashier is not working, the lifeguard will collect a $20 cleaning

deposit and return it to the customer upon inspection of the room. Be sure to tell the customer this information upon signing up for room rentals. A check for $20 or exact change will be required.

9. Cleaning deposit check will be held in rental book front cover in envelope. Lifeguard must stay to inspect room and return deposit.

4.12 CHILDCARE All childcare fees, except punch cards, are collected directly by the child care staff. 1. The Cashier will provide the Childcare employee with a beginning bank of $7.00:

five/$1.00, and eight/25 cents. 2. If your shifts ends prior to the childcare worker's, deduct $53.00 from your starting

cash instead of the usual $60.00. 3. If childcare ends prior to your cashier shift, childcare staff must return the bank to

you. 4. Remove $7.00 and return it to the register. The remaining funds should be rung into

the childcare department key. 5. PUNCH CARDS - Cashiers will continue to issue childcare punch cards and collect

fees as usual. The childcare staff assures punch cards are marked appropriately.

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4.13 FIDALGO BENEFIT ACCOUNT This account provides financial assistance, in the form of health, fitness and educational programs to low-income individuals within the FPFC Tax District. The FBA may be used to cover any of the programs and services offered at our facility with the exception of private swim lessons. There is also a limit of $60.00 per family/individual per month, for up to three months a year or 1/2 the cost (up to $60) for 6months (In other words the patron pays for 1/2 the cost). This account has helped hundreds of people learn to swim, recover from surgery or disability, and improve quality of life through fitness. Interested individuals should be given an application (located in file drawer) and return it to you with 3 months proof of income (paycheck stub or bank statement). Place the application and attachments into the Administrative Assistant in-box located in the employee/first aid room. She will process application, determine eligibility, then notify the candidate.

4.14 CITY VOUCHER SYSTEM The City of Anacortes offers its employees $20 per month towards FPFC facility and program use. They must purchase at least a 10-time punch card, pass or may use it towards a swim lesson. Remember that we offer 10 punch cards for open swims! 1. The City employee will present a voucher for redemption. 2. Since the voucher will be for $20, ring in the remaining amount into the

corresponding Department Code for the item they have purchased. 3. Write the type of item sold, date and your initials onto the voucher form. 4. Place the Voucher into the Administrative Assistant's in-box located in the

employee/first aid room.

4.15 SILVER SNEAKERS Patrons, who are 65 and older, are Medicare A & B eligible, and have Group Health Insurance, are allowed fitness benefits at no cost. The District is reimbursed indirectly, through Group Health. NEW MEMBERS Provide the patron with a "Getting to Know You" Packet (located in file drawer). When it has been returned, review for accuracy. If they answered "YES" to any of the questions on the "Activity Readiness Assessment" they must have a physcian complete the "Release for Activity". They may NOT proceed until the entire package has been completed. 1. Get a Silver Sneakers swipe card, remove the card sticker and place in the upper right

hand corner of the "Getting to Know You" 2. Print the member's name and Group Number (located on Group Health Medical card)

on the Swipe Card Assignment Sheet. This sheet helps us keep track of who the card swipe number was assigned to.

3. Once all paperwork is complete, place in the Directors box. VISITORS There are 2 types of visitors - guests (short-term) and long term.

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GUESTS Members may bring in 1 guest who is from the LOCAL AREA and MEDICARE-ELIGIBLE (one visit per guest). If they are not sure they are Medicare eligible, have them contact their health plan provider. It is important that you assure this information first, as we will NOT be reimbursed if guests do not meet this criteria.

1. The guest must fill out a "Silver Sneakers Guest Enrollment" application and "Guest Waiver". No swipe card is needed. Assure the form is completely filled out and place into Fitness Manger's box.

VISITORS FROM OTHER FACILITIES Since Silver Sneakers is a nationwide program, participants may visit other facilities in the network. If the Have a Swipe Card:

1. The guest must fill out a "Silver Sneakers Guest Enrollment" application and "Guest Waiver". Assure the form is completely filled out and place into Fitness Manger's box.

2. Swipe their card through the machine.

No swipe card and they visiting more than 1 time: 1. The guest must fill out a "Silver Sneakers Guest Enrollment" application and

"Guest Waiver". Assure the form is completely filled out and place into Fitness Manger's box

2. Get a Silver Sneakers swipe card, remove the card sticker and place in the upper right hand corner of the ""Silver Sneakers Guest Enrollment"

3. Print the member's name and Group Number (located on Group Health Medical card) on the Swipe Card Assignment Sheet. This sheet helps us keep track of who the card swipe number was assigned to.

4. Assure paperwork is complete, place in the Fitness Manager's box. OTHER PROCEDURES 1. What if a member forgets to bring their membership card? Have them PRINT their name on the Sign-In Sheet. 2. What if a member loses their membership card or it stops working?

a. Provide them with a new card. b. Affix Membership Card sticker under "Facility Specific Member ID" on the

Card Replacement Form. c. Give the member their new card. Tell them to destroy it their old card if they

find it. d. Leave the Card Replacement Form with the Sign-In Sheet. The Fitness

Manager will collect them at the end of the month.

4.16 FITNESS CENTER ORIENTATION

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All patrons are provided (and encouraged) to a fitness equipment orientation. This is to their benefit and safety. When new patron purchases a fitness center pass or admission, ask them if you can sign them up for an orientation. In addition, they must complete a Health Screening form and provide it to the person providing the orientation. Orientations are not mandatory but highly encouraged if a patron is unfamiliar with our equipment. Refer to facility rules section for age requirements to use fitness equipment and classes. Lee Mosher will provide equipment orientations. If she is not in her office, leave the patrons name and phone number in her in-box.

4.17 CASH REGISTER PROCEDURES See Computer Training Manual for the cash register procedures.

4.18 GIFT CERTIFICATES Gift certificates are available for purchase. The patron may purchase whatever amount they would like. 1. Fill in the stub on the certificate book at the time of purchase and collect the money at

that time. Ring in the amount as a usual sale with the corresponding Department Code.

2. When a person is redeeming a gift certificate no money is to be collected or rung into the register. Issue whatever service is wanted and make a notation as per normal procedure. Gift Certificates may not be redeemed for cash. The computer system will keep track of credits OR refund remaining amount.

4.19 COUPONS Periodically the District advertises and gives coupons to organizations to promote programs. As coupons are presented, read the information and verify the expiration date. On the back, write the patrons name and date the coupon was redeemed. Attach it to your cashier report.

4.20 NON SUFFICIENT FUNDS (NSF) CHECKS COLLECTION When patrons arrive to pay, ring into the appropriate department that check was originally issued for. Please make a notation on the daily cash sheet patron's name and the amount paid. We also charge a $15 NSF fee. Ring this into "Misc" and write down what it was for on the cashier sheet.

4.21 LOST AND FOUND 1. Towels are loaned to patrons. 2. Goggles and masks may not be loaned out. This is due to health concerns. Closing guard responsibility

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1. Walk through deck area and locker rooms and pick up all items remaining on the floor, in and above lockers, and in shower area.

2. Deposit clothing into women's staff locker room laundry bin (trash bin). If clothing is wet put into washing machine. When enough clothes have been collected, start load of laundry.

3. Other items are to be given to the cashier for storage. If the cashier has left, leave articles of jewelry in the tray marked "Lost & Found" in the second drawer. Items too large for the drawer may be left next to the clipboard on the desk.

4. Items of value are to be placed in the safe, located in the electrical room. Leave a note with the date, time and your name, in the Administrative Assistant's in-basket.

Cashier's responsibility 1. Sort all articles and place into the proper bins within the lost and found closet. 2. Saturday cashier will empty the "Week 2" basket, (as necessary) and place the

contents into a plastic bag (located in the custodial closet in the women's locker room). Throw away shampoos, soaps and hair items that have been here two (2) weeks. Place the "Week 1" items into the "Week 2 basket".

3. Check clothing for names or identification - make an attempt to contact the patron.

Custodial responsibility 1. Check the locker rooms for any remaining items. Clothes are to be placed in the

laundry bin located in the women's' staff locker room. 2. Place all jewelry in the tray marked "Lost & Found" located in the cashier's desk

second drawer. 3. If items are too large, place on the counter next to the clipboards. 4. Items of value are to be placed in the safe, located in the electrical room. Leave a

note with the date, time and your name, in the Administrative Assistant's in-basket.

4.22 REFUNDS AND CREDITS - WHEN TO GIVE Refunds for cash are usually only given for passes, punch cards, lessons, or to a very disgruntled customer. When giving cash refunds for passes, punch cards or lessons, pro-rate the days to determine the refund amount. There are special circumstances for swim lesson refunds - please review prior to giving any refunds. Review the Computer Procedures manual for the cash register refund procedures. Pool contamination For pool contamination which has resulted in closing the pool for the session. 1. Within the first thirty minutes of scheduled pool session give out "FREE OPEN

SWIM PASSES" or appropriate 'FREE ADMISSION" if a non-open/family swim session.

2. Past thirty minutes of scheduled pool session "FREE ADMISSION if non open/family swim session.

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3. Thirty minutes left no refunds are usually offered. ACTS OF NATURE OR EQUIPMENT FAILURE/POWER OUTAGES 1. FREE Admission pass for the appropriate swim. SWIM LESSONS 1. Refer to swim lesson section of this chapter.

4.23 ISSUING PAYCHECKS Cashiers are responsible for handing out paychecks and assuring employees have signed for them. Do not let anyone get his or her own paychecks. Cashiers have to pass out and have signed.

4.24 DESIGNATED EMPLOYEE AREAS Employees MAY NOT remain in your cashier area, help themselves to concession items, open drawers or cabinets. This area is your responsibility. All employees except the department mangers must enter/exit work through the locker rooms. The department managers are constantly walking throughout the facility and therefore are exempt from this policy. Refer to Chapter 2.8 in the Employee Policy Manual for further information. A red line has been painted to designate the cashier area. Employees (except managers) are not allowed to be in this area.

4.25 PROGRAM FLYERS AND INFORMATION New programs and flyers will be posted on the lobby bulletin board or under plastic on front desk. You are the District' s information source, so understanding the schedule and upcoming events is an important aspect of your job. SELL and BRAG ABOUT OUR PROGRAMS!

4.26 EMPLOYMENT APPLICATIONS Periodically the District will place ads for employment position openings within the District. Copies of applications are located in the bottom drawer. All applications must be accompanied by the appropriate job description. Contact Cheryl if any of these items are missing. Completed applications are placed in the appropriate Department Manager in-basket located in the employee/first aid room.

4.27 COMMUNICATIONS Notices, such as changes in procedures and other important information are located in the front of the Cashier Book.

4.28 MAINTENANCE Since you are the front line to our customers, it is important that you communicate any concerns to the appropriate staff. Notes should be written to the appropriate staff

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members and placed in their in-basket located in the employee/first aid room. Maintenance concerns must be logged completely and accurately in the Maintenance Log, located in the Cashier Book. Emergency items such as leaks, or potential hazards must be communicated to the Maintenance Manger immediately.

4.29 FACILITY INCIDENT CALL LIST In an emergency the lifeguard will ask you to participate. When asked to call 911 DO NOT HESITATE. Your quick response to an emergency without question or hesitation is paramount. Read the Emergency Procedures and Unusual Situations Section to understand your part in responding to these situations. The facility incident call list is on the first page of this manual.

4.30 OPENING/DAILY AND CLOSING PROCEDURES

OPENING CASHIER DUTIES 1. Enter the front door of the building. 2. Turn on the lights that are located next to the panel to the right of the Aquatic Office. 3. Unlock the fitness center door. Turn on lights. Use the master key located on key

ring hanging on bulletin board. 4. Unlock the upstairs outside door and bathrooms. 5. Unbolt the dead bolt on the emergency doors located on the east side end (lifeguard)

far south side of building. 6. Open maintenance room door and listen to motors. You should hear motors running

and no unusual noises such as grinding. If something doesn't sound right, or you hear an alarm, call the Maintenance Manager immediately.

7. Check the Ozone (large white machine) to assure the red light is ON. If it is not, notify the Maintenance Manager immediately.

8. Start a load of laundry located in the women's' locker room custodial closet. Check lost and found laundry room and review what needs to be done.

9. Open cash box, located under front counter, and remove starting cash and keys. 10. Count and place starting cash into the cash register. Make any notations onto the

daily cash sheet of any beginning cash count discrepancies i.e. over or short. 11. Unlock the front doors at 5:50 a.m. (Good customer service - do not leave patrons out

in bad weather - have them remain in lobby until you've finished your duties. Explain to them that you want "to make sure the facility is safe prior to letting them into the locker rooms").

12. Wipe down counter top, tables and chairs. 13. Put out candy, muffins and any other concession items onto counter.

GUARD NO SHOW If the lifeguard listed on the master schedule (located on the staff bulletin board) has not arrived, perform the following:

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1. Call the lifeguard responsible for the shift. If no answer, assume they are on the way to the pool. Wait 5 minutes. If no lifeguard, then call the Aquatics Manager then the Youth Aquatics Manager. (If the Head Coach is in the facility, he can guard until a replacement can be found).

2. If there is no guard at 6:00 a.m., explain to patrons and ask them to wait in the lobby or change and remain on pool deck, have them wait on the deck until the guard arrives.

It is against state law to allow swimmers into the pool without the appropriate personnel. Do not allow patrons into the pool until the qualified staff has arrived.

4.31 DAILY CASHIER DUTIES 1. Laundry (wash, dry, fold) 2. Clean glass on meeting room door and front door. 3. Clean lobby tables and chairs (as often as necessary). 4. Straighten lobby furniture. 5. Clean counter tops. 6. Sweep floors in lobby, behind counter and the doormats. 7. Wipe down windowsills and door vents in lobby. 8. Stock concession items. 9. Wipe down register. 10. Re-supply and straighten bulletin board items, schedules and any other information

items. 11. Litter picked up. 12. Make a list of items that need to be copied i.e. applications, punch cards, schedules

etc. Place in the Administrative Assistant's box located in the employee/first aid room.

13. Straighten Candy display case. 14. Reconcile deposit slips (ask Administrative Assistant). 15. Review Rental and Swim Lesson books and TAC payment book. Familiarize

yourself with them.

4.32 All CASHIERS 1. Start a load of laundry before you leave. You can also begin a load anytime the pile is

large enough. 2. Perform pool duties while working - not personal tasks. Your appearance to the

public is key! In addition, the taxpayers do not pay your wages to perform personal work - they expect you to work for them.

3. Provided information about all of our programs. The schedule is an excellent source if you are unfamiliar with some of the activities. Take a message for Judy if you can't find the answer. She will return calls the following day.

4. Response to questions you dont know should be "I dont know, but I will find out for you!" Never turn a customer away without giving them an answer.

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5. Finally, you are the first person the public sees and representative of this District. BE professional, informative and friendly.

4.33 CLOSING PROCEDURES 1. Starting cash can be taken out anytime during the last hour or so. It should be put into

the starting cash bag and then locked somewhere. If you do not personally have a key to the starting cash box, it would be a good idea to either wait until you cash out, or lock the starting cash in the resale drawer.

2. Close candy sales at 8:15 pm. Put out 'candy is closed' sign at that time. 3. Put all candy that is on the counter into the candy cupboard and lock. 4. Put the bagels & muffins into the refrigerator. Lock with the white tube-like thing

around the handles and lock with the master lock. 5. Put the chips and everything on top of the fridge into the pop cupboard and turn the

lock. 6. Turn the night phones on by pushing the 'night' button on the phone. 7. Turn the monitor(s) for the fitness center off once you know everyone is out. 8. Cashing out isn't too much different! 9. Make sure your $1 are banded into bundles of $25, your $5 in bundles of $100, and

that all of your coins are rolled into stamped coin rolls. Make sure all checks are stamped and then rubber band all of the money in one bundle face up.

10. You do not subtract $60 from your total because your starting cash is already out and in the cash box.

11. If you are done selling all candy, etc., run a Z. Insert form face-down in printer and select Z. This will end the cash registers day, so after this you cannot ring anything else into the register. Put all of your money into the cash bag.

12. The entire day's cash-out sheets are to be sorted with the opening sheet on the bottom and closing sheet on top and are neatly folded to fit into the cash bag.

13. Lock the resale drawer with it's key, you have to turn the key to the left in order to lock it.

14. Lock the candy cupboard with the small gold locks in the top drawer. 15. The Head guard must verify your starting cash ($60.00), initial the sheet, and assure

that the padlock is secure on the cash box. 16. Put starting cash into the cash box along with the candy keys once everything is done

and lock the box. 17. Then take cash bag to the safe along with the supervisor and put into the safe. 18. Assure the candy storage closet is locked. 19. Clock out and go home.

4.34 SHIFT RECONCILIATION PROCEDURES Count out $60 starting cash. Incoming cashier gets starting cash and recounts confirming $60. Review Computer Procedures Manual for cashing out at the end of your shift. When reconciling money, the previous shift ending cash must added to your total

ending cash. Place the ending cash into a bank bag and deposit into safe.

CHAPTER 5 LIFEGUARDING ___________________________________________ 2 5.1 INTRODUCTION_____________________________________________________ 2 5.2 LIFEGUARD EXPECTATIONS ________________________________________ 2 5.3 LIFEGUARD OVERVIEW_____________________________________________ 2 5.4 ROTATIONS ________________________________________________________ 2 5.5 BREAKS ____________________________________________________________ 3 5.6 APPEARANCE_______________________________________________________ 3 5.7 SKILLS _____________________________________________________________ 3 5.8 CERTIFICATIONS ___________________________________________________ 3 5.9 OBTAINING A "SUB" ________________________________________________ 3 5.10 VACATIONS AND/OR DAY OFF______________________________________ 4 5.11 PROFESSIONALISM ________________________________________________ 4 5.12 HANDICAP & SPECIAL NEED SWIMMERS ___________________________ 4 5.13 DISCIPLINING _____________________________________________________ 5 5.14 MAINTENANCE RESPONSIBILITY __________________________________ 5 5.15 OPENING, DAILY AND CLOSING PROCEDURES______________________ 6 5.16 CLOSING PROCEDURES SUPPLEMENTAL ___________________________ 6 5.17 CHLORINE TESTING _______________________________________________ 6 5.18 LOST AND FOUND _________________________________________________ 7 5.19 LIFEGUARD CHALLENGE (AMERICAN RED CROSS)_________________ 8

EMERGENCY INSTRUCTIONS _________________________________________ 10 EMERGENCY TELEPHONE INSTRUCTIONS________________________________ 10 ACCIDENT AND EMERGENCY CHAIN OF COMMAND ______________________ 10 MINOR ACCIDENTS OR INJURIES _________________________________________ 10 LIFEGUARD TRAINING CHECKLIST ______________________________________ 11 EMERGENCY RESPONSIBILITIES _________________________________________ 12 EMERGENCY ACTION PLAN EAP _______________________________________ 12 SIMPLE PULL OUT/DISTRESSED SWIMMER _______________________________ 12 NON-BREATHER/PASSIVE DROWNING VICTIM ____________________________ 13 HEART ATTACK/PASSIVE DROWNING VICTIM ____________________________ 14 POWER OUTAGE PROCEDURES___________________________________________ 15 EVACUATION ____________________________________________________________ 15 POOL CONTAMINATION _________________________________________________ 16

LIFEGUARD CHECK IN FORM ________________________________________ 18 LIFEGUARD SKILL CHECKLIST _______________________________________ 19 HEAD LIFEGUARD CHECKLIST _______________________________________ 20

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CHAPTER 5 LIFEGUARDING

5.1 INTRODUCTION Congratulations and welcome to the Fidalgo Pool and Fitness Center District. This manual has been created for new employees but can also be useful as a review for returning employees. There is a great responsibility involved in being a lifeguard. In return, there is a great satisfaction when you are called upon to make a rescue and save someones life. Your responsibilities include: 1. Preventive lifeguarding: minimizing or eliminating hazardous situations before an

injury happens. Know what to expect from certain situations. 2. Enforcing all facility rules and regulations fairly and equally. 3. Recognizing and responding to emergencies quickly and effectively. 4. Administering first aidor CPR in an emergency situation. 5. Informing other lifeguards or facility management when more help or equipment is

needed. 6. Keeping up your personal certifications through private classes or through facility in-

service. 7. Keeping healthy and alert to perform your job efficiently. All of these responsibilities are very important and are developed through time and practice. Practice is available during in-service staff training. In-service training and review are held every other month. You will be paid for the in-service. Please read through this manual. We hope it is very helpful. Give your input to the Head Lifeguard and/or the Aquatic Manager.

5.2 LIFEGUARD EXPECTATIONS Lifeguards, and all staff, are responsible for the safety of the patrons and to be professional in their appearance and actions.

5.3 LIFEGUARD OVERVIEW 1. Be on time! Have your uniform on and be ready to work. Employees are not paid to

dress or shower. 2. We do not "buddy" guard. Guard at pool stations and rotate counter-clockwise. Zone

coverage during open swims. 3. Please do not socialize while guarding or rotating. If you need to attend to a situation

ask the Head Lifeguard to guard for you. 4. During all open and family swims, we want all guards to stand unless sitting up in the

guard chair. Exception: 6:00 am 1:00 shift. (constantly change positions.) 5. During lap and adult hours, rotate standing, sitting, and walking around the deck.

This is a good image for our profession. (5 minute rule) 6. Do not leave the deck unless your backup is in their place.

5.4 ROTATIONS 1. Rotate counter-clockwise. Lifeguard as you rotate. 2. Signal the Head Lifeguard if you need a potty-break. Never leave the deck without

telling the guards.


3. The Head Lifeguard is at work to do the job that is in demand and to assist your guarding the patrons. The Head Lifeguard will also guard the pool.

4. Check Fanny packs prior to all lifeguard shifts.

5.5 BREAKS Refer to chapter 4.6 in the Employee Policy Manual for further information on "Rest breaks and Meal breaks" or the "Your Rights as a Non-Agricultural Worker" poster located in the employee lounge/first aid room. In addition to this chapter, the manager will arrange to give you a break during your morning shifts. If you need a break, please just ask for one. We do not want you to be uncomfortable or fall asleep on the job.

5.6 APPEARANCE Refer to chapter 9.21, "Personal Appearance," in the Employee Personnel Manual for an overview of this policy. In addition the following items are required: 1. Wear a fanny pack around your waist while guarding. 2. Wear a whistle and use for emergency use only. (Two Blasts) 3. Carry the rescue tube with you at all times and put on your lap while sitting. 4. Wear deck shoes that you can get off easily. 5. Check out a lifeguard shirt and put into the laundry after your shift. 6. Solid colored shorts are preferred. (no long pants) 7. Limit jewelry to what is described in the Employee Policy Manual.

5.7 SKILLS 1. Lifeguards are to maintain a 10-second scan of their area. Total pool coverage is also

required of all lifeguards during 6:00 a.m. - 1:00 p.m.. During open swims, zone guarding is required.

2. White cap drills will be in effect randomly. A white cap drill is to be treated as a live emergency drill without actually calling 911.

3. In-service drills, training, and skill tests will occur. 4. Refer to the Lifeguard Skills Checklist at the end of this chapter to review skill

requirements. 5. All rescues are to be noticed within 30 seconds, activated ASAP. 6. Scan the bottom of the pool and under all pool toys.

5.8 CERTIFICATIONS 1. All certifications will be kept current or you may not work. 2. If you need to check your certifications, ask the Head Lifeguard or Aquatic Manager

to check the certification chart in the certification book.

5.9 OBTAINING A "SUB" Lifeguards are responsible for working their assigned shifts for the posted quarterly calendar period. If you cannot work your assigned shift it is your responsibility to get a sub for your shift. It is suggested that if you know your future plans ahead of time you get a sub early. More often than not it has proven difficult to obtain a sub at the last


minute. However, emergency situations do arise and last minute subbing may be necessary. LAST MINUTE SUBBING IS NOT ACCEPTABLE AS THE NORM. Please do the following: 1. Call in when you are sick as early as possible. 2. If you are sick the Aquatic Manager will help you get a sub. The Aquatic Manager is

not on the sub list. 3. If you are not sick you are responsible for calling and getting your own sub. 4. Do not assume that a sub will always be available. This is the down side of having

such a small staff. 5. Please call in daily for each day you will be absent. 6. Communication is the key to successful team work. Procedure for Obtaining a Sub: 1. Use the staff roster for calling to obtain a sub. 2. Fill out the sub sheet or have someone sign the sub sheet in your absence. 3. The Aquatic Manager signs approval of all subs. 4. Remind your sub that they are working for you if it is a future date. Responsibility from All Staff: 1. All persons on staff must be willing to sub when it comes to your turn to help others.

As usual, there becomes a "core" group of people who sub and others who do not. Please do not always say no when you are available to sub. It helps out all programs and brings about positive staff moral if all people on staff are willing to help.

5.10 VACATIONS AND/OR DAY OFF 1. We all have a life and appointments do arise. Please be responsible and obtain a sub.

If you have a special request please see the Aquatic Manager. 2. Do not try to get a sub at the last minute. If you plan and prepare, the staff is very

happy to sub. If you leave it for last minute your lack of planning makes it everyones emergency.

Refer to chapter 4.3, "Attendance and Punctuality" in the Employee Policy Manual for additional information.

5.11 PROFESSIONALISM 1. Restrict walking through the hallways when you are wet. 2. This is your place of employment, not a place to hang out. 3. Please do not gather around the front desk area when you are working. Short visits are

welcomed and make the staff feel like a team. Long visits and hanging out disrupts the workers and appears inappropriate to the public.

4. As an employee of the pool you need to follow all the rules of the facility at all times. Be the example not the exception.

5.12 HANDICAP & SPECIAL NEED SWIMMERS We are extremely fortunate to have the type of facility that can be suitable for people with special

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