Communication
Communication Protocol
Who talks and to Whom? Parents talk to the coach
COMMUNICATION ROUTE:
· 24-hour rule. Wait 24 hours to reach out, cooling off period.
· Email, text, or phone call to reach out. Coaches should communicate at the beginning of the season the best way to communicate with them.
· For face-to-face discussions, set up an appointment.
· Before or after games is not a good time. Coaches are focused on match preparation before a game and close out team meeting after a game.
· If your complaint/concern is legitimate, and not sufficiently or fully addressed, then initiate the escalation process.
Who talks and to Whom? Players and parents talk to the coach together
COMMUNICATION ROUTE:
· 24-hour rule. Wait 24 hours to reach out, cooling off period.
· Email, text, or phone call to reach out. Coaches should communicate at the beginning of the season the best way to communicate with them.
· For face-to-face discussions, set up an appointment.
· Before or after games is not a good time. Coaches are focused on match preparation before a game and close out team meeting after a game.
· Encourage your child to show self-confidence to approach the coach. Young players are likely to be nervous, but should never feel afraid to speak to their coach. The coach’s job is to help nurture the player’s love of the game and help develop their skills.
· If your complaint/concern is legitimate, and not sufficiently or fully addressed, then initiate the escalation process.
Who talks and to Whom? Player talks to coach
COMMUNICATION ROUTE:
At the U15 age group and above, the players will take the initiative and try to talk to their coach to discuss any issues. We encourage the players to be confident and to be able to establish a dialogue with their coach. That being said, we understand that parents may have problems/issues as well and those are appropriate to direct to the coach. If a player has an issue that is not resolved after following the outreach steps listed here, the parent can initiate the escalation process (described below) and address the matter from there. Parents should also follow the escalation process for any matters that they have been unable to get resolved directly as well.
Communication Time Frame Expectations
Responsiveness to player and parent communications is essential to setting a good example and contributes to the players’ overall experience. It is important that coaches and team managers respond to emails, texts, and phone messages from players and parents within a reasonable time frame – normally within 2-3 days of the player or parent contact. The coach or team manager may not have every answer available to the questions/issues raised, but will follow up with the player or parent to acknowledge receipt of the communication and will follow up in a timely manner with an answer if not immediately known. If the coach does not know how to answer the question, he or she will reach out to the Director of Coaching for additional advice or guidance.
Responsiveness to questions or concerns illustrates Boise Shock’s respect and sensitivity to player or parent matters brought to the attention of a coach or team manager. Communications not addressed by the coach may be escalated by the parent or player using the club escalation process as described below.
Escalation Process
Communication is vital to ensuring a better experience for our players, parents, coaches and our entire soccer community.
If a Boise Shock coach or team manager does not acknowledge a communication within 2-3 days, the parent or player should follow up to confirm that the communication was received. The recipient should respond that the message has been received and is being researched or reviewed further. The contacted Boise Shock official should set a time frame for providing a full answer or lay out a plan for addressing the issue concern raised within a reasonable time (up to a week). Multiple offenses of failing to address matters raised in a timely and professional manner may result in disciplinary action against the Boise Shock official who has not taken appropriate action to acknowledge and address communications.
If the issue has not been responded to and discussed with the parent or player making the inquiry within a week, the requestor should complete the club communication Escalation Form. This form will be filled out, indicating the day and manner in which the parent or player first reached out, the nature of issue and the dates on which the Boise Shock official should have responded. Before submitting the escalation form, the parent should review this entire communication document, as well as the code of conduct in place for whatever their role is to ensure a full understanding of expectations of all parties involved. All escalations submitted will be acknowledged and responded to in 3 or less business days.