Issue Resolution Policy and Procedures
The Nunawading Swimming Club requires that all issues are resolved to the satisfaction of the members, coaches, Committee and Board in a timely fashion. Accordingly, the following issue resolution policy and procedures have been developed to enable this objective to be fulfilled. All members have a responsibility to participate in reasonable actions to resolve issues. The procedures below detail the level of involvement for expediting issue resolution.
All swimming, squad or competition performance related issue should be raised with your squad coach
All general nature issue should be raised with the CEO / Swim Committee member, Board member or Member Protection Officer (MPO), depending on the nature of issue.
2.0 Procedure – Swimming, Squad or Competition Performance Issues
Any person wishing to raise a swimming, squad or competition performance related issue shall do so as follows:
2.1 Initial Issue or Concern: Speak to your Child’s Coach
If you have an issue in regards to your child’s health, training or competition performance, squad allocation or any other major issue you are encouraged to speak to your child’s coach in relation to the concern.
2.2 Continuing Issue: Follow up with Your Child’s Coach
Please allow a couple of weeks to see if and how the issue is resolved and then if you are still unhappy with the outcome make a day and time to meet with your child’s coach to discuss further.
2.3 Continuing Issue Step 2: Speak to your Coach’s superior
Should you still feel that the coach has not been able to resolve the issue, please contact Head Coach Dean Bryant via email at email@example.com
The Head Coach is the final contact in regards to concerns with your child’s training or competition performance, squad allocation or any other major issue. Should you go to the Head Coach first, you will be directed back to your child’s coach to raise your issue.
2.4 Issue for swimmers in National or High Performance Squad
If the coach you have been liaising with in regards to the issue is the Head Coach or High Performance Coach and you have followed steps 2.1 and 2.2 above and it is a serious issue that has not been resolved, then your next step is to contact the CEO to discuss further.
Any swimming, squad or competition performance related issue reported to the Head Coach or CEO where the coach of your son or daughter has not been given the initial opportunity to resolve any such issue will be referred back to the squad coach.
3.0 Procedure – General Club Related Issues
Any person wishing to raise a general club related concern shall do so as follows:
3.1 Initial Issue or Concern – Take up with the most appropriate person
If you have an issue or concern in regards to club related activities please speak to the appropriate person listed below:
|Nunawading swim meets (LC, SC, JX & Club Champs)||Competitions Officer or Kirsty Veliades|
|PB Challenge Meets||IntraClub Officer|
|Team Management at meets||Assigned Team Managers|
|Relay Selection||Assigned Coach (after the meet)|
|General Club Strategy||Board Members|
|Member Protection concerns||MPO|
Contact details for the above positions are available HERE
3.2 Solution-based Approach
The Club encourages members to take a ‘solution-based approach’ when it comes to discussing issues or concerns. Where possible, the person reporting the issue should also provide suggestions that may resolve the issue.
As soon as possible after an issue has been raised, the coach, Committee or Board member responsible shall meet with the claimant to attempt to resolve the issue.
3.3 Factors involved
In attempting to resolve the issue, all parties should take into account the following factors:
a. The extent of the issue, ie. If it is likely to have a wider effect in the club;
b. The number of swimmers, persons or squads affected;
c. Whether appropriate temporary measures are possible or desirable;
d. The expected time before the issue can be addressed;
e. What resources may be needed to resolve the issue;
Where the initial parties cannot resolve the issue, the matter should be referred to the CEO as soon as possible.
The CEO shall then decide who is the best equipped person to consider and resolve the issue. This may be the CEO, the Swim Chairperson (Swim Committee related), the President (Board related), the Head Coach (swimming related) or the Member Protection Officer (more serious issues).
Any general club related issue reported to the Head Coach or CEO where the procedure in 3.0 has not been followed and the responsible person has not been given the initial opportunity to resolve any such issue, will be referred back to the responsible person.