The purpose of this model is to provide guidance to BTSC members who have questions and/or concerns for which they would like answers.
Coaching Issues:
- All attempts should be made to resolve issues 1:1 between the Member(s) (Parent or Swimmer) and the Individual Coach.
- When a resolution cannot be achieved then the Member(s) may address the issue with the Head Age Group Group and/or Head Coach.
- If the issue still remains unresolved, then the Member(s) should address the issue with the President of the Board to determine how to resolve a problem.
Swimmer Issues:
- Concerns involving your swimmer should be first addressed to your swimmer’s coach. The coach can best explain any issues regarding a program, knows your child better than any other staff or volunteer and are in the best position to help you. You can reach them by waiting until they come out from a practice or by emailing them. Please do not go onto the pool deck to speak with a coach or interrupt practice.
- If you are having trouble reaching your swimmers’s coach or have talked to them and feel that the issue has not been addressed then please contact the Head Age Group Coach and/or Head Coach using the same process outlined above.
Club Issues:
- Concerns involving your satisfaction with the management of the club, fundraising, fees, volunteers and club functions should be forwarded to a Board member. A list of Board members with contact information is provided on the web site. If you are unsure of who to call please contact the Club Board of Directors at [email protected]. Member concerns are important to all Board members and most issues can be easily addressed with information or follow up.
- It is strongly encouraged that your questions and concerns are addressed with staff or Board members. Addressing your concerns directly with the Board of Directors, Head Coach or staff helps to prevent the spread of misinformation. Most issues can be resolved easily and prompt action prevents unnecessary frustration and minimizes potential damage to other families, swimmers, and the club.
Escalation:
Should satisfactory resolution of your issue not be achieved, issues may be addressed to Swim Ontario by accessing the complaints process page HERE.
