CONCERNS
A concern is where a member of the club:
- is unsure about a policy or procedure
- has a difference of opinion about club matters
- wants clarification on their responsibilities eg fees and/or volunteering
- has a difference of opinion about how they or their child or their childs team is being trained or coached or
- generally wants to raise an issue to the clubs attention
An unresolved concern may be raised as a complaint in accordance with complaint procedures.
However, in first instance, and to ensure an open and efficient club, the matter should be raised as a concern using the following guidelines EXCEPT where there is immediate risk of harm to a child and the Child Protection Policy should be implemented.
Raising a Concern Related to a Team Matter
All concerns related to an individual player or team should be at first instance be directed to the teams coach and / or manager.
It is best to ask for a suitable time and venue to discuss your concern so that the coach / manager is able to fully focus on listening to the issue. It is also important to avoid these conversations in front of players / the team.
It is also best to give them an indication of what you want to talk about – so they can mentally prepare. Also, coaches may ask if they can involve someone to guide them through the discussion eg the MPIO or Technical Director.
At the agreed meeting state your concerns as clearly as you can. Allow time for discussion and questioning. Also recognise that the matter may not be able to be resolved immediately and they may need time to consider your input and/or under take research or get advice.
Also recognise that all of us are sensitive to perceived criticism and that coaches and managers are effectively volunteers who invest their time and are also after the best outcomes for every member of their team. Equally, all of us as parents are wanting the best options for our individual child and in some cases are challenged to see things objectively or from someone elses perspective.
If you feel the explanation or response you receive does not reflect club policies or practices, or you would like club policies or practices reconsidered, ask the coach / manager if the matter could be referred to the relevant person for this. They should advise you who this is eg the Technical Director (eg for a selection decision disagreement) or Club President ..
Coaches and managers should advise the Technical Director of any concerns raised and ensure there is agreement on the matter being handled appropriately and consistently.
They should also refer any concerns that have a wider application to the club to the relevant club official. This may be: the GSAP Co-ordinator, the Technical Director, the MPIO, the President as appropriate.
Broader discussion of the concern to others not needing to be involved is not to occur.
Child involvement or observation of the discussions is strictly not to occur.
Raising a Concern Related to a General Club Matter
As a member based organisation we all can contribute with ideas and actions. If you have concerns or suggestions (or even better can volunteer to help) let us know.
For GSAP general matters (but not about your child, coaching decisions or team matters without first raising them via the coach / manager) – contact the GSAP Co-ordinator.
For Guest Park maintenance matters – contact the Grounds Co-ordinator.
For Club policies or procedures – contact the club President or Governance Officer.
Escalating a Concern vis the MPIO
If you have raised a concern and have asked that it be referred for further consideration but have not had contact from a club official within 10 days, please contact the MPIO for advice on how to progress the issue.
COMPLAINTS
A concern that has been escalated is termed a complaint (simply to recognise the escalation process).
Who Actions Complaints
Complaints are advised to the MPIO and/or the Club President. They may suggest a better club official to hear the complaint or may advise if they feel they cannot be involved due to conflict of interest.
When a complaint is received by our club, the person receiving the complaint (e.g. President or Member Protection Information Officer) will:
• listen carefully and ask questions to understand the nature and extent of the concern;
• ask the complainant how they would like their concern to be resolved and if they need any support;
• explain the different options available to help resolve the complainant’s concern;
• inform the relevant government authorities and/or police, if required by law to do so; and
• where possible and appropriate, maintain confidentiality but not necessarily anonymity.
Ways a Complaint is Actioned
Once the complainant decides on their preferred option for resolution, the club will assist, where appropriate and necessary, with the resolution process.
This may involve:
• supporting the person complaining to talk to the person being complained about;
• bringing all the people involved in the complaint together to talk objectively through the problem (this could include the Governance Officer taking on a mediation role);
• gathering more information (e.g. from other people that may have seen the behaviour);
• seeking advice from our district, regional, state and/or national body or from an external agency (e.g. State Department of Sport or anti-discrimination agency);
• referring the complaint to Football NSW and/or
• referring the complainant to an external agency such as a community mediation centre, police or anti-discrimination agency.
Complaint Referrals to Football NSW
In situations where a complaint is referred to Football NSW and/or an investigation is conducted, the club will:
• co-operate fully with the investigation;
• where applicable, ensure the complainant is not placed in an unsupervised situation with the respondent(s); and
• act on Football NSW’s recommendations.
At any stage of the process, a person can seek advice from an anti-discrimination commission or other external agency and, if the matter is within their jurisdiction, may lodge a complaint with the anti-discrimination commission or other external agency.
If these measures do not result in a suitable resolution or there is dissatisfaction with the handling of the complaint, the matter can be referred to another nominated independent person at the club.