Title Page
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Conducted on
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Prepared by
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Location
Emergency First Aids
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Respondent Name
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Department
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Duty Manager Name
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Please choose from the following First Aid Emergencies
- Dive Pool Spinal
- Unconscious Patient
- Asthma Attack
- Dislocated Shoulder
- Suspected Heart Attack
- Child Choking
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You are lifeguarding on the dive pool and a male teenager has attempted a flip off the 3m dive board. They landed awkwardly on their neck and have surfaced complaining of a sore neck and tingly toes
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What would be your first action towards helping the patient?
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What is your number one priority when dealing with a spinal?
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After you have communicated the major to other staff members and an ambulance has been called, how would you treat/deal with this first aid?
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What equipment would be used?
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As the caller, what information would you give '000'?
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You notice a patron lying on the edge of the wet deck not moving. You approach them and notice they are unresponsive and not breathing. What do you do?
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What would be your first action towards helping the patient?
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What is your number one priority when dealing with a unconscious patient?
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How would you treat/deal with this first aid?
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What equipment would be used?
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As the caller, what information would you give '000'?
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A young female comes to you saying they are having trouble breathing and there chest is feeling tight. They let you know they have a history of asthma. What do you do?
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What would be your first action towards helping the patient?
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What is your number one priority when dealing with a potential Asthma Attack?
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How would you treat/deal with this first aid (4X4X4)?
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What equipment would be used?
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As the caller, what information would you give '000'?
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A lap swimmer at the shallow end of the 50 has come out of a tumble turn and is now yelling in pain. He is holding his right shoulder that looks to be dislocated. What do you do?
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What would be your first action towards helping the patient?
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What is your number one priority when dealing with a dislocated shoulder?
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How would you treat/deal with this first aid?
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What equipment would be used?
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As the caller, what information would you give '000'?
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A patron comes to you complaining of a tight chest and feeling faint. What do you do?
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What would be your first action towards helping the patient?
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What is your number one priority when dealing with a suspected Heart Attack?
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How would you treat/deal with this first aid?
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What equipment would be used?
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As the caller, what information would you give '000'?
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A mother comes running up to you holding their child who is visibly chocking and struggling to breathe. What do you do?
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What would be your first action towards helping the patient?
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What is your number one priority when dealing with a child chocking?
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How would you treat/deal with this first aid?
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What equipment would be used?
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Was the staff member able to dislodge the blockage? (DM decide)
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Would you call an ambulance?
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As the caller, what information would you give '000'?
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Stroke
Lifeguard ERT's
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Respondent
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Department
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Duty Manager
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Choose your Scenario
- A parent is not within arms reach of a child with a yellow wristband. What do you do?
- A patron complains about lack of lanes available to the public during squad bookings. What do you do?
- Fight on pool deck and first aid is required
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How do you approach the parent?
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What do you say to the parent?
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If unsure, who do you ask for assistance?
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What do you say to the patron?
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If unsure, who do you contact?
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What do you do? Answer: Report to CSO’s to call for police and or ambulance. Support staff and if staff are not able to lifeguard then evacuate the pool. Keep yourself and others safe. Report and fill in all of the incident/first aid report ASAP.
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Points to discuss. 1. Perform first aid professionally and with compassion. 2. Allow a support person 3. Respect their decisions (religious beliefs) 4. Perform only at your level of training
Frontline Processes
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Respondent
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Department
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Duty Manager
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Choose your scenario
- How do you process a manual payment (over the phone)
- How do you process a Gymnastics Party booking?
- Cancellation on GreenEDesk?
- Leaving a message on an account?
- What steps would you take if you had a no show for a lifeguard shift?
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Where are the instructions stored if your not sure how to do this?
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Explain each step in the process
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If unsure, who should you ask for assistance?
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What are the implications if these tasks are not completed?
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Where are the instructions stored if your not sure how to do this?
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Explain each step in the process
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If unsure, who should you ask for assistance?
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What are the implications if these tasks are not completed?
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Where are the instructions stored if your not sure how to do this?
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Explain each step in the process
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If unsure, who should you ask for assistance?
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What are the implications if these tasks are not completed?
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Where are the instructions stored if your not sure how to do this?
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Explain each step in the process
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If unsure, who should you ask for assistance?
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What are the implications if these tasks are not completed?
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Where are the instructions stored if your not sure how to do this?
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Explain each step in the process
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If unsure, who should you ask for assistance?
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What are the implications if these tasks are not completed?
General/Safety
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Respondant
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Duty Manager
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Department
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Choose your scenario
- You are leaving the facility and notice a car parked in the disabled dropping off children and waiting to pick up.
- You conduct an observation of the lifeguard and notice they are disengaged in their role.
- You are leaving the facility and notice a child getting dropped off in the main driveway near the “no drop off signs”.
- A member of the public reports that the dumpsters are overflowing and there is now rubbish scattered through the car park.
- A member of the public comes and tells you that there is an elderly gentlemen in the gym on his own. He appears to be struggling to lift the heavy weights he is trying to lift.
- A child is running into the facility and slips and falls on the stairs outside.
- A patron leaves the pool and informs you they are short of breath.
- A member of the public comes and provides feedback on the lifeguard appearing disinterested, not looking at the water.
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What do you do?
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Who do you contact if you are unsure?
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What do you do?
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Who do you inform?
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How do you provide feedback to the guard?
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What do you do?
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If unsure, who do you contact?
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What do you do?
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If unsure, who do you contact?
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What do you do?
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Who do you inform?
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What do you say to the member lifting the weights?
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If unsure, who do you contact?
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What do you do?
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How do you ensure you are following the Safeguarding Children Policy?
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If unsure, who do you contact?
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What do you do?
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Who do you contact?
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What do you do?
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What do you say to the member?
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How do you follow up with the lifeguard?
Customer Service
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Respondant
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Duty Manager
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Department
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Choose your scenario
- A customer comes to the front desk and complains about our membership prices and says they can get a better price somewhere else.
- A customer comes to the front desk and complains about the lap lane and stadium availability.
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What do you do?
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What do you say?
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How do you provide the customer with an understanding of the value of our memberships?
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If unsure, who do you contact?
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What do you do?
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If unsure, who do you contact?
Safeguarding Children and Young People
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Respondent
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Department
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Duty Manager
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Choose your scenario
- Someone is taking photos underwater of their swim squad. How do you respond?
- You see a young, regular patron come into the centre and has started to regularly have bruising and graves. What action do you take?
- You see a significant change in personality in a 14 year old patron who usually comes into the centre full of energy. What action do you take?
- You see someone talking with a child who you know they didn’t come into the centre. The child seems shy however gradually feeling more comfortable with this person is. What action do you take?
- A member informs you they saw another patron expose themselves on pool deck to another patron. What action do you take?
- A child, CHILD A, in Vac Care has anaphylaxis to peanuts. Another child, CHILD B, is aware of this however brings peanuts in anyway in his pocket and puts them in CHILD A lunchbox, locker and on the table. CHILD A was visibly upset with this and came to an educator for assistance. How would you handle this situation?
- It is 8:00pm on Saturday, you have just closed the centre with two staff - one 18 years old, the other 16. The 16 year old has asked you or the other staff member for a lift home?How do you respond?
- A coach of a futsal team substituted a child off the court, telling the child that he is a horrible player and is not to play again. Child breaks into tears and runs away. The coach than shouts to the team that the same will happen if they do not improve their game. A parent of the opposing team is concerned with the behaviour and bring it up to you. How do you respond?
- You are working in the childcare area and you notice a parent/relative is taking photos of their child playing. You are not sure if they have taken the photo of their child only. Is this Ok? If not how do manage this situation.
- You are working in childcare and a child arrives with their parent. The child has a runny nose. The discharge is thick and green and the child and the child ‘s eyes look heavy. You question the parent about the child’s health and they say the child is fine. How do you manage this situation.
- A man and a child on the court are playing some basketball, after walking past you notice the man is yelling at the child. He is yelling in a way that is not encouraging and is using derogatory language saying things like "you are just not good enough". The child is visibly upset and uncomfortable. Although you belive this to be the childs parent, you cannot be certain.
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Did they approach the right people and in the right order?
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Was the correct language used to ensure the situation was dealt with in a conflict free manner?
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Who did they communicate with first that there was an issue?
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Would they have gotten the best result possible?
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Was their first action appropriate?
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Did they approach the right people and in the right order?
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When approaching anyone did they use language to avoid confrontation and to make people feel as comfortable as possible?
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Did they notify the right people and in the right order of preference?
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Did they consider the safety of everyone in the area?
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Would they have gotten the best result possible?
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Was their first action appropriate?
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Did they approach the right people and in the right order?
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When approaching anyone did they use language to avoid confrontation and to make people feel as comfortable as possible?
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Did they notify the right people and in the right order of preference?
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Did they consider the safety of everyone in the area?
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Would they have gotten the best result possible?
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Was their first action appropriate?
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Did they approach the right people and in the right order?
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When approaching anyone did they use language to avoid confrontation and to make people feel as comfortable as possible?
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Did they notify the right people and in the right order of preference?
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Did they consider the safety of everyone in the area?
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Would they have gotten the best result possible?
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Was their first action appropriate?
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Did they approach the right people and in the right order?
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When approaching anyone did they use language to avoid confrontation and to make people feel as comfortable as possible?
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Did they notify the right people and in the right order of preference?
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Did they consider the safety of everyone in the area?
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Would they have got the best result possible?
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Please outline the initial response from the staff member?
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Did the staff member ensure that CHILD B was safe at all times, and remove all traces of the nuts?
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Did the staff member address the behaviour of CHILD A?
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Did the staff member follow the correct reporting processes - incident report form etc?
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Did the staff member address the incident with both parents?
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Please outline any other items discussed
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Outline in detail the response from the staff member
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Did the staff member agree to take the staff home?
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Did the staff member identify this as a SCYP issue?
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Did the staff member offer an appropriate solution eg. wait for someone to come and collect?
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Did the staff member put themselves in a position where they were alone with the under age staff member
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Did the staff identify anyone that needed to be made aware of the situation?
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Please outline any other items discussed
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Did the staff member identify this as a SCYP issue?
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Please outline the staff members response to this issue
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Did the staff member opt to address the behaviour immediately?
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Who did the staff member notify - was this correct and in the right order?
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Please outline any other relevant information
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Does the staff member accept the child into childcare?
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If no, why not
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Does the staff member make anyone else aware of the situation
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Does the staff member stop the parent taking photos?
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Can the staff member outline why taking photos is not permitted?
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What reason does the staff member give for their response - please comment
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What do you do?
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What steps do you take to ensure the child is safe?
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Who needs to be informed / notified?
Childcare
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Respondant
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Duty Manager
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Department
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Choose your solution
- A person unknown to you comes to collect a child who is being cared for and educated in our service. They cannot speak English very well but insist on taking the child through gestures. The child is too young to tell you who they are.
- A parent arrives expecting to leave their child so they can attend a meeting, however we have no booking for their child and our sessions are full for the number of staff we have rostered on for that day. They are adamant they made a booking.
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What do you do?
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Who do you contact if you are unsure?
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Pass on Feedback based on the Correct Response: Contact parent using the contact numbers on the child’s enrolment form. Speak to the parent to confirm they have sent the person to collect their child. Ask the parent to check by speaking to the person on the phone to ensure it is the right person collecting the child. If the person is not authorised to collect the child ask the parent to send an email to either the centre or to the coordinator giving permission for their child to be collected by the person.
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What do you do?
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Who do you contact if you are unsure?
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Pass on any feedback based on the correct response: Check that there are no children who have been booked in twice. Check to see if either of the ratios that we apple can fit the situation. Check to see if anyone else who is qualified is in the building. Under no circumstances are we to breach ratios. Explain to Parent our legal obligations. Ask parent who was the person who took their booking so that we can follow up to prevent future mistakes. Contact manager.
Conflict Resolution
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Respondent Name
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Department
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Duty Manager Name
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Please choose from the following scenarios
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Two children with yellow wristbands are playing in the learner’s pool. Their parent is sitting next to the pool reading a book and not paying attention. How would you approach this situation given the Watch Around Water policy?
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What is the Watch Around Water Policy?
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How would you go about explaining it to the parent?
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What strategies would you use to avoid escalation or greater conflict?
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Who would you notify if the parent continues to argue?
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You notice a patron stumbling around pool deck, as you approach them you can smell alcohol and notice they are carrying a bottle. What do you do?
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What do you have to keep in mind when dealing with drunk disorderly members of the public?
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How would you approach the individual?
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What strategies would you use to avoid escalation or greater conflict?
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Who would you notify of this person?
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A group of young children are playing in the learner’s pool. They are play fighting and you notice the children are dunking each other under the water. What do you do?
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Knowing they are children, what strategies would you use to approach them and speak to them?
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Who would you notify if behavior continues?
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In what circumstances would you remove them from the pool or even centre?
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What risks could be associated with such behavior?
Centre Emergencies
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Respondent
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Department
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Duty Manager
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Choose your scenario:
- You see someone drowning in the pool
- Somebody approaches you and says they have a bomb
- You loose power in your area
- Links goes down
- There is a fire in your area
- You need to evacuate the centre and the DM is not responding
- The Plant room CO2 alarm is sounding
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What is your initial response?
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What steps would you take following your initial response?
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How do you go about keeping everyone calm
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What is the entire first aid procedure?
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What is your initial response?
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What steps would you take following your initial response?
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How do you go about keeping everyone calm
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When calling the police, what information do you give them?
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What is your initial response?
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What steps would you take following your initial response?
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How do you go about keeping everyone calm
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What is your initial response?
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What steps would you take following your initial response?
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How do you go about keeping everyone calm
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At what point would you notify the Duty Manager?
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What is your initial response?
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What steps would you take following your initial response?
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How do you go about keeping everyone calm
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At what point would you notify the Duty Manager?
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Who becomes the Chief Warden?
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Where is the Chief Warden pack located?
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Where are the centers two evacuation points?
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undefined
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What do you?
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What do you do if someone is in the plant room? Answer: Emergency services is to be called (fire brigade) straight away.
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What do you do if no one is in the plant room? Answer: DM will wait 20 minutes for alarm to stop and only after it stops will the DM entre there area. A follow up phone call to Roejen and operation / management staff will be necessary.
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Points to discuss. 1. Time is critical to saving a life so ONLY the fire brigade with their skill set and equipment can enter the affected space. 2. At no time is the DM or any one allowed to enter the affected area. 3. Co2 will displace oxygen suffocating its victim. 4. Small leaks are allowed only when the co2 delivery truck has filled our tanks and the alarm should clear in 20 minutes, email or phone call to management is necessary.
Centre Evacuations
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Respondent
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Department
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Duty Manager
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Choose your scenario:
- Fire in the stadium
- First aid emergency on pool deck
- Threatening phone call
- Power outage
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Is a centre evacuation required?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Is a centre evacuation required?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Is a centre evacuation required?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Is a centre evacuation required?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Is a centre evacuation required?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
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Why?
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Which emergency services would be called first?
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What tools and resources can we use to ensure a smooth evac?
