Parent Procedures

ALWAYS ONE PARENT ON THE POOL DECK (⚠️NO CLOV-EAST)

1. Having one parent per class maximum on the pool deck during each lesson is a mandatory procedure at all locations except Clov-East.

2. If your normal preferred parent is not there that week, pick another one. This is a mandatory procedure.

3. Be firm that it is only one parent.

4. If no parent volunteers to come on deck, inform the office.

WHEN NOT TO INVITE A PARENT ON DECK

Do not invite a parent onto the pool deck if:

1. ⚠️You work in Clov-East.

2. You are training or being mentored.

3. Your lessons are doubled up for any reason (usually during cold pool procedure).

WHEN YOU HAVE A PARENT ON DECK

1. Choose any mom or dad that you really like or are comfortable with, and who will sit there quietly and support your teaching.

   • If it’s a mom, tell her you thought she could help in case any kids need to use the bathroom, etc.

   • If it’s a dad, best to not let him take kids to the bathroom unless it’s his own child.

   • Do not mention that they are helping with safety as you are still in charge. 

2. The parent on deck must:

   • Fill out the Participant Waiver. Every parent must fill it out once per session if they wish to be on deck.

   • Not bring any food or drink onto the deck.

   • Not interrupt class by talking to you or the kids.

   • Keep any other children with them, who are not in lessons, in their lap at all times. These children will need to be on the Participant Waiver as well.

PARENT LATE FOR PICK UP

Stay calm, and stay on schedule. The parents always show up eventually. Follow these steps:

1. Welcome your next class into the pool area on time, as normal.

2. Take the child whose parent is late with you, put them in a learning belt, and sit them on the side of the pool (not in the water) where you can see them.

3. Keep the child in your scan.

4. Stay focused on your lesson. The late parent will either find their way to the pool to pick up their child, or must wait until the class is over.

5. Set an alarm for the following week to remind that parent what time class ends so they can make it in time.

❓CLIENTS WITH BUSINESS QUESTIONS

1. Don’t answer them. Say you don’t know, and have them email the office (info@swimfins.ca). Don’t tell them to call or text.

2. Do not work with clients to move them to other lesson times, or reschedule classes/organize make-up lessons. This creates many difficulties administratively.

These are considered non-urgent queries. Only contact the business line. 

ARE PARENTS FOLLOWING PROCEDURES?

Mentors will be watching to make sure that all coaches are following the correct procedures – that includes correct parents.

1. The moment you notice any parents not following procedures for the pool you’re at, correct them right away – if you wait until another time, they will not listen to you as they will feel like it’s been ok until then, why are you nagging them now? 

2. Use humor when correcting parents as they will be more receptive.

3. If parents are still breaking procedure after being told by you twice, text the office and we will handle it.

4. Examples of procedures to correct are:

   • ⚠️(CE) parents entering the hotel for any reason.

   • (WR) watching lessons from the fitness room.

   • (CW) watching lessons from the lobby window.

   • (ALL) using hotel towels.

   • (ALL) kids should use the bathroom before they arrive (if you have to interrupt two out of three lessons, it’s a safety risk)

   • (ALL) kids should show up in swimsuits with towels and goggles in hand.

5. Make sure to regularly review the procedures for the pools you teach at here.

😤GRUMPY PARENTS

EXPECTATIONS

Remember to read the info page you were provided to see if the parent indicated for you to gently guide or firmly guide their child. They will be watching for this at Open House.

CLASS SIZE: ADDITIONAL STUDENTS

1. Parents agree to additional students in their lesson when they register as part of our policies; however, they still get grumpy over additional students being in the class. Please do your part in calming them down.

2. Assure them that their child’s progress will not be impacted.

3. Explain maximum participation: how all kids swim the whole time, and don’t have to wait their turn.

4. If they are still grumpy, tell them to email the office with their concerns. Don’t offer to pass on the message – best that we deal with them directly.

5. Do not call Clo and pass the parent over to her on the phone. She is more than willing to speak with you, but clients do not go through Clo. We have a client services representative who handles this, and everything should go through email for her.