Leadership & People Management

Jordan Park academic operating model · September 2026

These proposed standards translate the Core 3 leadership and people-management plan into everyday expectations for coaches, program staff, and customer-service staff.

Roles & Readiness

The Director of Racquet Sports sets operating standards and reviews staffing, service, and performance. The program lead coordinates daily delivery and coach support. Each employee receives a role description, supervisor contact, schedule, and clear escalation route. Staff review their assignment before each shift and report absence or coverage concerns to their supervisor as soon as known.

Service & Inclusion

Welcome participants by name when possible, explain where to go and what happens next, and use age- and experience-appropriate language. Treat players, parents, colleagues, and community partners with respect. Help beginners understand equipment, court etiquette, and suitable program options. Refer accommodation and access requests to the program lead so they can be addressed consistently.

Communication & Records

Use approved facility channels for schedules, customer follow-up, and staff updates. Record attendance and program changes in RecTrac. Keep customer information and employee records accessible only to authorized staff. Follow current safeguarding rules for communications involving minors. Acknowledge professional inquiries within the portfolio’s 24-hour response target and identify the person responsible for follow-up.

Conduct & Safeguarding

Maintain a professional appearance, be prepared for the assigned program, and model calm, respectful conduct. Follow the facility rules, Emergency Action Plan, and current USTA Safe Play policy. Report safety or misconduct concerns through the appropriate reporting channels; supervisor notification does not replace required external reporting. Concerns should be raised without retaliation.

Development & Accountability

Complete the four-week onboarding pathway: orientation, observation, supervised delivery, and independent responsibilities after supervisor review. Use the 90-day review to agree on strengths, improvement needs, and development goals. Ongoing observation, customer feedback, and annual reviews guide coaching and advancement. Staff and supervisors document actions, owners, and follow-up dates. Handbook orientation and acknowledgment are recorded with onboarding materials.

Purpose: Make service, safety, and accountability repeatable. The designated shift lead checks completion and resolves exceptions.

1. Opening & Court Readiness

Owner: Shift lead · When: Before opening and before program use.

1. Review the schedule, staffing assignments, weather conditions, and outstanding issues from the previous shift.
2. Inspect assigned courts, access routes, nets, teaching equipment, and the welcome area. Restrict use of hazards and notify the responsible lead.
3. Confirm access to emergency contacts, the Emergency Action Plan, and designated emergency equipment.
4. Prepare equipment and check-in materials; confirm registration and court assignments in RecTrac.
5. Record readiness checks, unresolved issues, the responsible person, and the completion time.

2. Program Delivery & Participant Handoff

Owner: Assigned coach / program lead · When: Every session.

1. Check attendance, introduce the coach, and explain the session plan and safety expectations.
2. Match activities and equipment to participant age, ability, and goals; maintain the required supervision and safeguarding standards.
3. Monitor court conditions and participant needs throughout the session. Pause activity and involve the lead when conditions require a change.
4. Explain the next program step, record attendance and relevant coaching notes, and follow the approved release or pickup arrangements for minors.

3. Customer Concern & Service Recovery

Owner: Customer-service staff, with program-lead support · When: A concern is received.

1. Listen, clarify the concern, and record the facts without promising an outcome outside the staff member’s authority.
2. Resolve routine issues within approved policy; refer refunds, serious complaints, or recurring issues to the designated lead.
3. Confirm the next action and follow-up timing with the customer.
4. Record the owner, resolution, and any operating change needed to prevent recurrence.

4. Weather, Injury & Incident Response

Owner: Shift lead and staff assigned in the Emergency Action Plan · When: Unsafe conditions or an incident occur.

1. Stop affected activity, protect participants from further exposure, and activate the relevant Emergency Action Plan procedure.
2. Contact emergency services when required and notify the designated facility lead. Staff provide assistance within their training.
3. Maintain appropriate supervision and use the approved communication and reunification procedures.
4. Document the incident and actions taken. The authorized lead determines when affected activity can resume and reviews corrective action.

5. Closing & Shift Handover

Owner: Closing lead · When: End of operations.

1. Confirm programs have ended and participant departures are accounted for under the facility’s procedures.
2. Store equipment, inspect the work areas, and secure designated spaces.
3. Reconcile attendance and registration exceptions; record maintenance needs and unresolved customer issues.
4. Send the next shift a concise handover with priorities, owners, and follow-up dates.

Safe Play Compliance Check

Before relevant assignments, the Director verifies each applicable staff member’s current Safe Play approval and records renewal dates. USTA SafeSport training and policy acknowledgment are annual requirements; background screening is required every two years. Current USTA requirements govern scope, timing, appropriate interactions, and reporting. Staff review them during onboarding and when policies change.

USTA Safe Play policy and reporting requirements · USTA renewal guidance

Proposed review rhythm: Review open risks at weekly staff meetings and assess trends with the monthly KPI dashboard. Each issue has an owner, response, due date, and documented follow-up.

• Staffing gaps or turnover. Warning signs: uncovered shifts, repeated absences, or declining coach retention. Owner: Director. Maintain a coverage plan, review workload, cross-train staff, and use development and retention conversations to address causes.
• Inconsistent coaching or customer experience. Warning signs: repeated complaints, weak observation feedback, or satisfaction below the 90% target. Owner: Program lead. Observe delivery, agree on a coaching action plan, and recheck participant feedback.
• Safety or safeguarding lapse. Warning signs: expired approval, unresolved hazards, or an incident report. Owner: Director / shift lead. Pause affected duties or activity, activate the appropriate procedure and reporting route, and verify corrective action before resuming.
• Low enrollment or weak retention. Warning signs: fill rate below 75% or customer retention below 70%. Owner: Program lead. Review schedule, placement, pricing, and participant feedback; test targeted outreach and assess the next enrollment cycle.
• Budget pressure. Warning signs: unfavorable revenue or labor variance and programs missing their contribution goals. Owner: Director. Review assumptions and enrollment with program leads, adjust controllable costs or schedules, and document the effect on community access.
• Communication or system disruption. Warning signs: missed messages, duplicate bookings, or a registration outage. Owner: Shift lead. Use an approved temporary attendance and communication process, protect personal information, and reconcile records when service returns.

Action log fields: Issue · Date identified · Impact · Responsible lead · Corrective action · Due date · Status · Follow-up result.