23.11. LGS NBR 011 Phones

Purpose

The work mobile phone is essential when needing to contact Lifeguard Supervisor, other agencies or other Lifeguard beaches if required. The following procedure has been developed to help lifeguards to use the mobile phone correctly.

Procedure

Work Phone Procedures

• Answer the phone using standard greeting: “(Location) Lifeguards, this is (name) speaking”.
• Be friendly and helpful. Speak clearly and present a calm, businesslike image.
• If the person they wish to speak to is unavailable, take a name and contact details so that their call can be returned.
• Ensure that messages reach the intended recipient.
• Do not give out any personal details (phone numbers, names, addresses, injuries of first aid patients etc.) or divulge any specific organisational or administrative details.
• If the caller requires specific details, ask for the callers contact details and a message and advise that a representative from the Lifeguard Supervisor (dependent on enquiry) will call them back.
• If the caller is from the media seeking comment, refer them to Lifeguard Supervisor
• Lifeguard operations, SLSQ business calls should be made during times of nil/low patronage with the exception of incident reporting and emergency situations.
• Any calls received should be concise and of short duration.
• When putting statistics in for LIMSOC, think of public perception and complete these stats in the Tower/ Hut or vehicle out of public sight.
  

Inappropriate Phone Procedures

• Inappropriate use of phones has an adverse effect on your individual performance and your team’s delivery of service.
• Personal mobile phones are not permitted to be carried by Lifeguards whilst on beach and on duty.
• The abuse or inappropriate use of mobile phones will not be tolerated.
• Personal calls in and out are not permitted at all.
• Sending non work-related text messages or posting to social network sites is prohibited during work hours.
• Web browsing on phones is not permitted.
• Prolonged private conversations are not to be carried out during working hours. If you receive a private call at work please direct them to call back after hours or during your break.
• The use of mobile phones is not permitted whilst driving unless the vehicle is fitted with a hands-free kit.
• SLSQ regularly monitors telephone usage and costs.
• Use of Lifeguards personal mobile phone or device is not permitted during work hours.
  

Related procedure instruments

Mobile Phone Policy