Policies & Guidelines

PRINCIPLE:

The Society maintains a commitment to keep Westshore residents happy and healthy both through direct mental and physical support, and through indirect management plans and practice.

West Shore Parks & Recreation Society (WSPRS) upholds a sustainable approach in all aspects of service to the community. Staff and management continue to determine and drive the technological change through financial commitment from our communities to update and innovate where needed for a more sustainable future.

POLICY:

West Shore Parks & Recreation will follow common trends and best practices by focusing on but not limited to these five key areas:

1. Reducing greenhouse gas emissions;
2. Reducing energy use;
3. Reducing waste generated;
4. Improving water efficiency; and
5. Greening the supply chain (i.e., asset and material management).

STRATEGY:

WSPRS recognizes development requires meeting the needs of today without compromising the needs of future generations; and improving the standard of living by protecting human health, conserving the environment, using resources efficiently and advancing long-term economic competitiveness. Best practices require integration of environmental, economic and social priorities into policies and programs and include:

• Waste reduction practices that encompass digital control of mechanical energy management for finer control over our  energy use.
• Recycling waste products from all service areas on site.
• Proper maintenance of programming and equipment to ensure efficient working order to make the most of our energy use.
• Implementation of best practice policy through education of our programs to the public. All users will be informed of our intent and asked to participate to help us attain our objectives when using our facility.
• Continuous support of initiatives and incentives that encourage sustainable practice, in-house and within the community.
• Purchasing green products to enhance our material management, giving preference to government and industry standard definitions.
• Defining policies to identify hazardous chemical use and safety measures to ensure their restricted impact on the area, including partnerships with regulatory and enforcement bodies who specialize in limiting environmental impact.
• Considering LEED standards and new technology geared toward a long-term sustainable approach during new builds and renovations, and giving preference to companies and suppliers with a waste management policy.
• Providing energy audits every four (4) years to new builds and renovations to determine success and uncover potential new avenues for energy savings and conservation.
• Establishing staff Initiatives that include education on best practice policy, and ensuring staff are integral and engaged.
• Conducting ongoing research; being receptive to feedback and accommodating change to stay current and ensure continuous improvement.

Striving to follow Canada’s lead to ensure that sustainability goals at WSPRS:

• Are aspirational;
• Take a long-term view;
• Address important challenges and problems;
• Remain attuned to environmental information, data and indicators;
• Encourage flexibility in the choice of strategies for achievement; and
• Reflect domestic and international priorities and commitments.

POLICY:

West Shore Parks & Recreation Society is committed to providing equity, diversity, and inclusion within its organization. This will be achieved through demonstrating and practicing the principals of access, participation and support. As an organization, we strive to ensure all people are able to participate to their full potential.
We recognize unique styles, perspectives, beliefs and creativity that support a diverse, respectful, inclusive and collaborative work in a community environment.
We recognize the unique status and cultural diversity of the indigenous communities and their right to self-determination.

DEFINITIONS:

1. Equity: Equity is about fairness. It is the process that removes barriers to ensure access to recreation, health and wellness, child care and employment opportunities. To maintain and enhance the quality of recreation programs and services at West Shore Parks & Recreation, and to ensure fairness, individuals or groups may at times need to be treated differently. Equity addresses the effects of colonization, economic and social disparity, and injustices against marginalized groups, and systemic barriers to access and participation.
2. Diversity: Diversity functions to affirm each individual's unique and varied histories, experiences, and ways of being, knowing, doing and relating. It is about being different and acknowledging and celebrating differences. Our experience and understanding of diversity strengthen us and supports the work we do at West Shore Parks & Recreation.
3. Inclusion: Inclusion is the process through which we build a community where the diversity of human experiences, perspectives, and identities are recognized and respected. Inclusion fosters belonging. It affords everyone the right to participate and strengthen the collective well-being of our communities.

GUIDELINES:

This policy is guided by the terms of reference set by the WSPRS inclusion committee. This policy is guided by the Principals of Inclusion focusing on the following areas access, participation and support. The scope of this policy is applied to the organization as a whole and led by the West Shore Parks & Recreation Inclusion Committee with a Terms of Reference.

Link to PRINICPLES OF INCLUSION within the Inclusion Policy

USE OF SUPPORT PERSONS:

We are committed to welcoming people with disabilities who are accompanied by a support person. These patrons are asked to apply for the Leisure Assistant Pass which will give their support person a free or reduced admission to the recreation centre. The Leisure Assistant Pass is for people with a permanent disability who, due to the disability, require accompaniment by a support person to assist with communication, mobility, personal/medical needs or access to goods, services or facilities, when accessing leisure activities. All drop-in programs and registered programs are included.

Terms of Use
Recognizing an individual may be independent in one environment and not in another, Leisure Assistant Passholders are expected to only use their passes at venues where assistance is required. Within each venue, persons with a disability and assistants are expected to stay together. Misuse or abuse of the pass could result in termination of it and its privileges.

PRINCIPLE:

WSPRS is committed to providing the inclusion of guide and service animals on its property and in facilities unless otherwise stated.
Guide and service dogs help people with disabilities avoid hazards or perform tasks. Guide dogs help people with visual impairments while service dogs help people with other kinds of disabilities such as hearing impairments and epilepsy.

POLICY:

A patron with a disability that is accompanied by a certified guide or service animal will be allowed access to all facilities on WSPR property that are open to the public unless otherwise excluded by the law. "No pet" policies do not apply to guide or service animals. Therapy and emotional support animals are not eligible for certification.
Patrons may be required to show their government-issued Guide Dog and Service Dog Certificate ID card at any time.

POOL

Guide/service animals are not allowed inside the pool, or within 6 feet of the pool. If there is a health and safety concern for another person, such as a severe allergy to the service animal, reasonable efforts will be made to meet the needs of all individuals including eliminating in-person contact or creating distance between the individuals.

PRINCIPLE:

This policy is designed to identify and ensure that permitted uses of the grounds and outdoor facilities at West Shore Parks & Recreation complex are followed by outside person and/or user groups.

POLICY:

The following is not permitted on WSPRS grounds:

• Bikes are not permitted outside of designated areas such as roadways and the velodrome.
• Off-leash pets; pets need to be leashed at all times.
• Camping and overnight parking of vehicles and RVs are not permitted.
• The use of drones and radio-controlled planes.
• * Slip n’ slide (unless authorized as part of WSPRS day camps and is supervised by WSPRS staff).
• * Ice blocking.
• * Tobogganing.

  * These activities may be permitted for use by individuals or user groups that can produce appropriate insurance sufficient to cover the activity, including naming West Shore Parks & Recreation Society as an additional insured party. WSPRS will not provide individuals or user groups with water to perform the slip n’ slide, ice blocking or similar activities.

The following is not permitted on WSPRS grounds unless the individual or user group books the space with the bookings department and provides the necessary insurance to cover the activity, including naming West Shore Parks & Recreation Society as an additional insured party.

• Non-WPSRS programs, such as bootcamps and safe driving courses.

DEFINITIONS:

Ice blocking - a large block of ice is used to sit on and slide down the hill on a path established by WSPR day camp staff. Kids sit on their towels and then on the ice blocks. They balance going feet first down the hill and use their feet as breaks.
Slip n’ slide - a long sheet of plastic is flanked and secured lengthwise down the hill. A garden hose or sprinkler is used to run water down the plastic in order for people to slide down the plastic.

PRINCIPLE: 

The West Shore Parks & Recreation Society (WSPRS) will deal with account refunds in a fair, timely, responsible, and fiscally accountable manner and in accordance with good accounting and customer service practices. 

POLICY:

CANCELLATION AND WITHDRAWLS

General Programs
Full credits or refunds will be processed by contacting reception a minimum of 7 days (prior to the start time) for pro-d day, winter break, spring break and summer camps and 3 days (prior to the start time) of all other courses/program start dates (less supply costs).
Full credits or refunds are issued when West Shore Parks & Recreation cancels a program or when the program is not convenient due to course changes.
Every effort is made to cancel in a timely manner (3 to 5 days prior to course start date). Some exceptions may apply.
Refund or credit requests for classes that have passed need to be approved by the program supervisor.

Birthday Parties  
Full credits or refunds are issued for cancellations made at least 14 DAYS prior to program start date.

Aquatics  
Swimming Lessons
Prorated refunds or credits are issued for cancellations made before the SECOND CLASS. After the second class, a withdrawal and credit may be permitted for the remainder of the lesson set if at least 6 classes remain, and only if reception can fill the space from the waitlist.
Withdrawal requests less than 72 HOURS prior to the upcoming lesson will be charged one lesson. Classes cannot be rescheduled. Makeup lessons are not provided.   

Advanced Aquatic Courses
Full credits or refunds are issued for cancellations made at least 7 DAYS prior to course start date. Cancellation requests with less than 7 days’ notice will only be permitted if class enrollment is not below its minimum of 6 participants. Cancellation requests and refunds of materials are not permitted once course has started.      

Personal Training & Rehabilitation
At least 24 HOURS notice is required to reschedule personal training and rehabilitation appointments. Cancellation requests less than 24 HOURS prior to the upcoming appointment will be charged one session. Personal training and rehabilitation packages expire 6 months from date of purchase. Refunds may be issued for medical reasons at the discretion of the program supervisor.

Childcare  
Afterschool Care and Licensed Childcare – 10-Month Preschool and Nature Preschool 
Withdrawals require a minimum of 1 MONTH’s written notice and will take effect on the first of the applicable month (for example, notice given by November 1st will take effect on December 1st.) 
If 1 month’s notice is not given, a 1-month fee charge will apply. Notice of withdrawal must be given by the last day of the month. Withdrawals or refunds are not given for a partial month. Notice of withdrawal must be given directly to the program supervisor. 
No refunds or credits are given for days absent due to illness, appointments, extracurricular activities, visiting friends, vacation, etc. In the case of extended illness, a medical note must be provided, and refunds or credits will be considered on an individual basis. 

Licensed Childcare – Daycare 
Withdrawals require a minimum of 2 MONTHS’ written notice and will take effect on the first of the applicable month (for example, notice given by November 1st will take effect on January 1st.) If 2 months’ notice is not given, a 1-month fee charge will apply. Notice of withdrawal must be given by the last day of the month. Withdrawals or refunds are not given for a partial month. Notice of withdrawal must be emailed to the licensed daycare & preschool programmer.
No refunds or credits are given for days absent due to illness, appointments, extracurricular activities, visiting friends, vacation, etc. In the case of extended illness, a medical note must be provided, and refunds or credits will be considered on an individual basis. 

Passes and Memberships  
Drop-in admissions, visit passes and activity-specific visit passes, 1-month and 3-month memberships and promotional passes are non-transferable and non-refundable but may be upgraded to an annual membership.
All annual adult and annual family memberships are eligible for a one-time extension for leaves exceeding 30 days up to a maximum of 60 days. Leaves for less than 30 days for any membership holder may be granted for medical or personal emergencies.
Requests may be granted for cancellations of annual memberships for medical reasons, relocating out of the Greater Victoria area, or compassionate reasons, i.e. lost job or other financial situation change. Cancellations are effective at the end of the month.
A $5 replacement fee applies if a pass is lost or stolen.

Greater Victoria Regional Recreation Pass
Greater Victoria Regional Recreation passes are non-transferable, non-refundable and are not eligible for extensions.
Requests may be granted for cancellation of Greater Victoria Regional Recreation Passes for medical reasons, relocating out of the Greater Victoria area, or compassionate reasons, i.e. lost job or other financial situation change. The pass holder must hand in their regional pass or provide photographic evidence of both the card and sticker being destroyed. The pass is not cancelled until it has been returned or photograph received.
In the event a patron is suspended or banned from the facility the GVAC regional pass/card must be confiscated and destroyed. Notification is then sent to the Regional Managers Group to inform them of the termination.  
A $5 replacement fee applies if a pass is lost or stolen.

Facility Rentals
Cancellation requests must be made at least 30 DAYS prior to the date of occupancy. Within 30 days of occupancy, the user may reschedule the rental with no refund, or may forfeit the use of the time but will be charged for the rental.
If WSPR must cancel usage, they attempt to provide a minimum of 14 DAYS advance notice.
For rental credit/refund information, please refer to the rental contract permit or contact the facility bookings offices.

REFUNDS AND ACCOUNTING 

Overdue Accounts
Two percent interest may be charged to invoices and accounts more than thirty days overdue. Memberships will be cancelled after 3 months of consecutive failed payments. Delinquent accounts are assessed on a case-by-case basis and may result in withdrawal from programs and may be sent to a collection agency. 

Refunds/Credits
Credits are valid for one year from the date of issue. For refunds, payments made by Visa, Mastercard, American Express or debit will be credited to your credit/debit card (some restrictions apply). All other refunds are refunded by cheque and processed within 15 working days.
Pro-rated refunds may be granted at the discretion of the program coordinator for medical reasons, relocation outside of Greater Victoria, or course withdrawals requested after the first lesson.
A $25 fee will apply to NSF cheques and credit card or electronic fund transfer rejections on a scheduled payment plan. Interest charges may apply.

• Medical reasons:
  Withdrawals from programs after their start date, due to medical reasons, need to be approved by the programmer.

• Relocation to a community outside of Greater Victoria:
  A refund will be processed once the cardholder requests a refund from reception and returns the pass. Refunds of passes and memberships will be calculated from the end of the month. Refunds to debit/credit cards will be processed within 1 business day and refunds being issued by cheque will be processed within 15 working days and forwarded to the pass holder’s relocated address.

• Additional Information:
  Occasionally, a facility may be unavailable due to events, holidays, or closures. In these cases, the pass holder will not be credited. In addition, memberships will not be placed on hold due to vacation or personal circumstances. 

If the patron is a regional pass holder, the regional admissions card MUST be returned for a cancellation due to medical or relocation reasons stated above. Refunds or credits will be calculated from the end of the month. 

NSF Fees
All dishonored payments (bank or credit card) are subject to a $25 service charge (NSF Fee) and may cause the account to be frozen until paid. (This fee is in addition to any fees charged by the patron’s financial institution). Interest charges may apply.

Payment Plan Option
The pre-authorized debit (PAD) plan provides an opportunity to make equal monthly payments for the WSPR annual pass, regional annual pass, and designated registered programs. Payments are made by authorizing the automatic transfer of payments from a chequing account at any Canadian banking institution or to a valid credit card.   

Client Accounts
Any individual conducting fraudulent activity on their client account may have their facility access suspended. 

PURPOSE:

The Society recognizes the need to ensure patron privacy with respect to videos, audio recordings and photography. This policy is designed to establish clear guidelines around the Society’s use of videos, audio recordings, and photography for marketing purposes, as well as public use of cameras within the Society’s facilities.

POLICY:

Photography and filming by WSPR patrons on WSPR property:

• Patrons may use cameras, video cameras or other photographic devices, including camera phones and PDAs (personal digital assistants), in any program or facility, providing that only children/patrons in their personal care are included in the photographs/videos.
• Every attempt should be made to limit or eliminate other patrons from being filmed in the background.
• When possible, patrons should be given time to move to another part of the facility if they do not wish to appear in a photograph.

The use of all photographic devices; cameras, video cameras, camera phones and PDAs are prohibited in all changerooms and washrooms in West Shore Parks & Recreation facilities.

Photography and filming by WSPR staff or representatives for Society business:

• Written consent must be obtained from all individuals being photographed/filmed by WSPR staff or contractors. Parental/guardian consent must be obtained in writing for all individuals under 18 years of age.
• Notices will be posted in relevant facilities advising patrons of planned professional photography prior to the session taking place.
• Consent must be verified prior to posting photos or videos on social media, or in printed publications.
• WSPR reserves the right to crop, alter, modify and combine photographs with other images, text, audio recordings and graphics.
• Completed photo release form, or parent/guardian authorization on a child’s emergency medical form are acceptable forms of written consent.

POLICY:

All advertising shall be appropriate to and consistent with the values of the Society. The Society reserves the right to reject or remove advertising from any source without reason OR place its own advertising interests over those of WSPRS user groups or community requests.

PRINCIPLE:

The Society recognizes that appropriate advertising on the roadside LED screen, Childcare Centre and reception lobby TVs, Activity Guide and corporate banners and signage in facility space provide an acceptable means of generating exposure and revenue for internal programs, events and services. As well, provides user groups and events with additional promotion for them to be successful and provide community engagement. The Society may also provide WSPRS user groups or the local community with access to advertising their events as space permits.

ALLOCATION PRIORITY:

The Society will divide their allocated advertising  inventory based on the following prioritization:

1. Internal WSPRS programs / services / events and when written into contractual partnership agreements
2. Major WSPRS tenants
3. Major WSPRS event rentals
4. Minor WSPRS tenants
5. WSPRS community group rentals
6. Community partnerships and fundraising requests

*There is limited space available and not all requests can be accommodated.

ADVERTISING: User Groups

The Society recognizes that appropriate advertising by user groups within its recreation facilities provides an acceptable means of generating new revenues to assist in financial programs and services thereby reducing subsidy levels.
The Society encourages creative approaches that generate new revenues and will seriously consider opportunities that fall within this policy. User groups may submit advertising plans to the Society for approval.
Commercial advertising within the Society’s facilities and grounds will be limited and strictly controlled as outlined in this policy.
Communication with the public and clients, whether in person or through the media, shall promote goodwill and quality services.
Specific adverting rights for The Q Centre Arena are identified within the major user groups operating agreements for use of that specific facility.
The Society reserves the right to specify the required material and dimensions of the advertising medium.
The Society reserves the right to remove any advertisement, at any time, when it is considered to be in violation of the values of the Society.
No signs will be permitted that impede the normal vision of spectators.

BANNER ADVERTISING REVENUE GENERATED BY USER GROUPS:
The Society recognizes that the revenue generated by user groups selling appropriate and designated advertising space within the Society’s recreation facilities assists in financial programs and services thereby reducing subsidy levels.

• Advertising at venues within the Society’s recreation facilities may be permitted in exchange for cash.
• The contractual arrangement for advertising will be between the Advertiser and the Society.
• The Society reserves the right to place its own advertising interests over those of user groups.
• The Society reserves the right to specify the required material and dimensions of the advertising medium.
• Advertising revenues generated by the Society’s staff or its agents will accrue to the Society.

The user group will receive 75% of the advertising revenue it brings to the Society with the Society receiving the other 25% less GST. The user group may only sell advertising for the facility they are using for their activity. In order for the user group to receive their share of the advertising funds, one of the following conditions must be met:

• The funds are used for the purchase of equipment that will be used by the affiliated user group at a West Shore Parks & Recreation site.

OR

• The funds are used for Society-approved capital improvement projects at a West Shore Parks & Recreation site.

The 75% revenue received will be dispersed to the user groups within 30 days after the conclusion of the organization’s last booking.

General Pool Guidelines:

• The use of cameras or recording equipment in change rooms is strictly prohibited
• Keep this a scent-free space and avoid perfumes and scented products
• Only water is permitted on the pool deck, no food or glass containers
• Use the lockers provided to keep personal items safe. Lockers are for day use only. Lockers will be emptied each night
• Those who are not toilet trained must wear a swim diaper, which may be purchased at reception
• In consideration of those waiting, use change areas efficiently
• Children under 7 years must be within arms’ reach of responsible person 16 years or older in all pool areas including change rooms
• Those 7 years and older must use the change room of their identified gender or the Universal change room
• Remove outside shoes before entering pool deck

Universal Changeroom

• This is a shared space. Please keep clothing/swim suit on in common areas.

Steam Room and Sauna

• Must be 16 years and older
• Recommended length of stay is 10 minutes
• Pregnant women and persons with medical conditions should consult a doctor before use
• Shower, drink water, and allow 5-10 minutes to cool down between uses
• If feeling unwell after use (dizziness, fatigue, nausea), report to staff immediately
• This is a scent-free space, avoid using perfumes and scented products

Hot Tub

• Children under 12 years must be supervised by a responsible person 16 years or older
• Recommended length of stay is 10 minutes
• Pregnant women and persons with medical conditions should consult a doctor before use
• Remove bathing caps prior to use and keep head out of the water to prevent overheating
• Shower, drink water, and allow 5-10 minutes to cool down between uses
• If feeling unwell after use (dizziness, fatigue, nausea), report to staff immediately

Big Waterslide

• Children under 7 years must be supervised by a responsible person 16 years or older at slide exit
• Sliders must be at least 48” to ride
• Walk slowly on stairs
• One person on the slide at a time
• Wait for the lifeguard’s signal before sliding
• Exit the slide chute quickly after your ride
  * Slide rules are set by the manufacturer

• Patrons 13-15 years of old must complete a Youth Weight Room orientation. Upon completion of this orientation, participants will receive a card they must bring with them to gain access to the Weight Room.

• Patrons 16 years and up are welcome at all times.

• Respect the privacy of others in the space when using cameras or recording equipment.  
  Use of cameras and recording equipment in change rooms is strictly prohibited
• Keep this a scent-free space and avoid perfumes and scented products
• No food or glass containers
• Use the lockers provided to keep personal items safe. Lockers are for day use only. Lockers will be emptied each night
• Use appropriate footwear. No open-toed or open-back shoes, sandals or work boots permitted
• Wear clean, appropriate exercise attire that covers chest and buttocks
• Use of collars on bars is mandatory
• Put weights and equipment away after use
• Bring a towel for personal use

• Clean, flat soled footwear only. Do not wear steel or aluminum tipped cleats
• No food or drink permitted except for water in closed top water bottles
• Do not spit or chew gum
• Only players, coaches, and training staff inside the Indoor Sports Complex
• This is a multi-use space, respect the other user groups using the facility
• As a courtesy to the next user group, allow 10 min. before the end of your booking to clean up equipment and vacate the facility

Drop-in Sport Code of Conduct

WSPR expects players to create and contribute to a respectful, welcoming and fun environment for all.

Respect: Treat teammates, opponents and attendants with respect at all times.
Fair play: Play by the rules while demonstrating sportsmanship and integrity.
Discipline: Control emotions and refrain from inappropriate language.
Support: Support and encourage fellow players and welcome all skill levels and abilities.
Fun: Participate for enjoyment and benefit, put the good of the game first.

1. No person is permitted on the course unless they have paid green fees
2. Each player must have their own clubs
3. No refunds after green fees have been paid
4. Children 6-11 years + may play if they are accompanied by an adult
5. Children who are not golfing are not permitted on the course under any circumstances
6. Pets are not allowed
7. Replace divots and repair ball marks on the greens
8. Proceed to the next tee before marking score card
9. Keep up to the group in front of you
10. Play “ready golf”
11. Please allow faster players to play through
12. Twosomes may be joined up with other twosomes
13. No more than 4 players in a group unless the pro shop or marshal has given an exception
14. Please play one ball except for provisional balls, the course is not a practice range
15. No outside alcohol permitted – outside alcohol will be confiscated and you may be removed from the course with no refund

• Please DO NOT play hockey or lacrosse in the lobby or on the concourse. Please respect the building