Team Standards & Support Policy

Stepping Stones Swimming

Purpose

This policy provides a safe and supportive way for team members to raise concerns about lesson delivery, behaviour, communication, or overall standards across our venues.

Our aim is to continuously improve the experience for swimmers, families, and staff. This process is not about catching people out or placing blame. It is about identifying patterns, supporting development, and maintaining the high standards we expect across the programme.

Our Approach

We want to create an environment where team members feel comfortable speaking up.

We recognise that it is not always easy to raise concerns, especially when working closely with others. This process exists to support you in doing so, in a way that is fair, respectful, and constructive.

We will always aim to:

• Focus on trends rather than isolated incidents

• Support individuals and teams to improve

• Maintain a positive and professional working environment

• Handle all feedback with care and discretion

• Avoid a blame or disciplinary first approach

What This Process Is For

This process can be used to highlight concerns such as:

• Lesson delivery falling below expected standards

• Behaviour that does not reflect team expectations

• Safeguarding concerns or poor supervision

• Repeated issues within a team or venue

• Communication or support concerns from the office team

• Situations where you feel unable to raise something directly

This includes both poolside delivery and backroom or office support.

What This Process Is Not For

This is not intended for minor, one off frustrations or day to day feedback.

Not every submission will result in immediate action. Individual concerns will be reviewed alongside other feedback, observations, and performance across the programme to identify patterns over time.

Raising a Concern

Where possible, the preferred approach is:

• Speak with your Venue Lead

• Escalate to the office team if needed

• Use this form if you feel unable to raise it directly

We understand that this is not always comfortable, which is why this process exists as an alternative.

Anonymous & Named Submissions

You can choose to submit feedback anonymously or include your name.

• Anonymous submissions may feel more comfortable, but can limit our ability to follow up or gather additional context

• Named submissions allow us to better support you and understand the situation in more detail

If you choose to include your name:

• Your information will be handled with care and discretion

• You will not be held to account for raising concerns

• You will be supported by the management team

• Your details will only be shared where absolutely necessary

Confidentiality

All submissions are treated appropriately and shared only where required.

Our aim is always to handle concerns professionally, fairly, and with respect for everyone involved.

How We Use This Information

Feedback submitted through this process is used to:

• Identify repeated concerns or themes

• Monitor standards across venues

• Support staff development and training

• Improve communication and processes

• Maintain a consistent experience for swimmers and families

Outcomes may include:

• No action where concerns are isolated or low level

• Monitoring of a venue or individual

• Additional support or guidance

• Informal or formal feedback where appropriate

• Further action where required for more serious concerns

Our Commitment to You

This process is here to support the team, not to create fear.

We are committed to:

• Listening to concerns openly and fairly

• Supporting staff in their roles and development

• Maintaining a respectful and positive culture

• Using feedback to improve, not to criticise

By working together and sharing honest feedback, we can continue to build a strong, supportive team and deliver the best possible experience for every swimmer.