Riley S: First Meeting

Candidate: Riley Shafer

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Related Goal:

Mentorship Project Draft

Ideas: 

1. Customer Service

Goal: Improve staff comfort and confidence when working with patrons

Why: Greeting patrons frequently will set a more positive tone at the pool. We may run into less issues if patrons are not afraid to ask questions. Build a community. (Also helps with rule implementation)

Rough plan:

• Develop a short list of “go-to” customer service phrases (e.g., greetings, redirection, handling complaints politely).
• Roleplay scenarios in in-services or staff meetings
• Give feedback and reminders throughout the week (to get into the habit of saying simple phrases)

2. Staying attentive in the chair

Goal: Reduce distractions, stay more alert

Rough plan: 

• Create a short checklist/tips guide for staying focused.
• Lead a mini-session at in-service about common distractions and how to avoid them.
• Encourage accountability partners (guards reminding each other respectfully).
• **Red Cross already provides this**

3. Communication during rescues

Goal: Reduce confusion and gain efficiency during spur-of-the-moment rescues

Rough plan:

• Communicate during in-services which items are priority during a rescue
• Run practice scenarios during in-services with limited staff present.
• **Similar mentorship already**

4. Documentation in the guard office

Goal: Promote efficiency while documenting various events in the guard office and reducing confusion with new guards

Rough plan:

• Create tutorials on how to handle first-aid documentation or life jacket logs.
• Improve new-hire on-boarding

Interest lies in new-hire process and customer service

The new hire process can appear confusing to many first-years working at the pool. I am aiming to clear the air as much as possible to make the training process seamless and without uncertainty.

Customer service serves as a broad topic with lots of opportunity, however, it is limited during the winter with its applicability.

I am choosing to focus on the new hire process because accessible information is always important while transitioning into work.

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Action items:

Action items:

• Refine language of goal and turn it into thesis statement.
• Come up with three tasks related to goal (training doc, training questionnaire, something in humanity?)
• Review onboarding process

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