Policies & Procedures
Safeguarding Policy:
1.1 Purpose
Ellerslie Performance Hub is committed to creating a safe, respectful, and inclusive environment for every player we work with. This Safeguarding Policy sets out our commitment to protecting all players — particularly children and young people — from harm, abuse, or exploitation of any kind. The welfare of the player is our highest priority at all times.
1.2 Scope
This policy applies to:
All coaching staff, volunteers, and contractors associated with Ellerslie Performance Hub
All players enrolled in 1-on-1 or group coaching sessions
Parents, guardians, and any adults accompanying players
Any third parties visiting or interacting with Hub programmes
1.3 Our Commitments
Ellerslie Performance Hub commits to:
Treating every player with dignity, respect, and fairness regardless of age, gender, ethnicity, ability, or background
Ensuring that all coaching staff hold valid and current New Zealand Police vetting clearances before working with players under 18
Conducting all 1-on-1 and group coaching sessions in open, visible, and accessible spaces wherever practicable
Maintaining appropriate professional boundaries between coaches and players at all times
Never using physical punishment or humiliating language as a coaching method
Keeping records of any safeguarding concerns raised and the actions taken
Reviewing and updating this policy at least annually
1.4 Recognising Harm
All staff are trained to recognise potential indicators of harm, which may include:
Unexplained injuries, bruising, or physical marks on a player
Significant changes in behaviour, mood, or performance
A player disclosing abuse or making comments that cause concern
Signs of neglect such as poor nutrition, inadequate clothing, or persistent fatigue
1.5 Reporting a Concern
Any person associated with Ellerslie Performance Hub who has a safeguarding concern must:
Report the concern promptly to the Hub's designated contact — do not attempt to investigate independently
Record observations factually, including dates, times, and what was said or observed
Maintain confidentiality and share information only with those who need to know
Where there is an immediate risk of harm to a child or young person, contact New Zealand Police on 111 without delay.
For non-emergency child welfare concerns, Oranga Tamariki — the Ministry for Children — can be contacted on 0508 326 459.
1.6 Safe Coaching Practices
Coaches will always inform a parent or guardian if a session location or time changes
Physical contact during coaching (e.g. demonstrating technique) will only occur when necessary and will be appropriate, brief, and conducted openly
Coaches will not contact players directly via personal social media or messaging apps outside of approved Hub communication channels
Sessions involving players under 18 will not take place in isolated or enclosed private spaces
1.7 Policy Breaches
Any breach of this Safeguarding Policy will be taken seriously. Breaches may result in suspension, termination of engagement with the Hub, and referral to appropriate authorities. Ellerslie Performance Hub will cooperate fully with any investigation by New Zealand Police or Oranga Tamariki.
Player Safety Policy
2.1 Purpose
The physical and emotional wellbeing of every player is central to everything we do at Ellerslie Performance Hub. This Player Safety Policy outlines the standards and procedures we follow to minimise the risk of injury, manage incidents appropriately, and ensure that all players train and develop in a safe environment.
2.2 Pre-Session Requirements
Medical & Health Information
Players (or parents/guardians for those under 18) must disclose any known medical conditions, injuries, or allergies that may affect participation prior to commencing a programme
This information is kept confidential and used solely to ensure the player's safety during sessions
Players returning from injury or illness must provide clearance from a medical professional before resuming full training
Fitness & Readiness
Players are expected to arrive at sessions properly hydrated and having eaten appropriately
Players who appear unwell, fatigued, or are carrying an undisclosed injury should inform their coach before the session begins
Coaches reserve the right to modify or halt a session if they have concerns about a player's physical readiness
2.3 Session Environment
All training surfaces and equipment will be inspected by the coach before each session to identify and address any hazards
Sessions will not proceed in environments deemed unsafe, including in dangerous weather conditions such as electrical storms or extreme heat
Appropriate footwear must be worn at all times during sessions
Players must have access to water throughout the session
Coaches will ensure adequate warm-up and cool-down periods are included in every session
2.4 Injury Management
If an Injury Occurs
The coach will immediately stop the session and assess the situation
First aid will be administered by a qualified coach where appropriate
For serious injuries, emergency services will be contacted by calling 111
Parents or guardians of players under 18 will be notified as soon as practicable
The player will not be required to continue the session following any injury requiring assessment
Incident Recording
All injuries or near-miss incidents must be recorded by the coach, including the nature of the injury, circumstances, and any action taken
Records are maintained securely and reviewed periodically to identify any patterns or preventable risks
2.5 Concussion Protocol
Ellerslie Performance Hub follows New Zealand's "If In Doubt, Sit It Out" concussion guidelines:
Any player who sustains a head impact and displays symptoms of concussion — including headache, dizziness, confusion, nausea, or loss of consciousness — will be immediately removed from the session
The player will not return to training until they have received medical clearance from a qualified health professional
Coaches will never pressure a player to return to activity following a suspected concussion
2.6 Mental Wellbeing
Player safety extends beyond physical health. Ellerslie Performance Hub is committed to supporting positive mental wellbeing:
Coaching will be constructive, encouraging, and focused on player development — never demeaning or humiliating
Players are encouraged to communicate openly with their coach about any concerns, including emotional stress or pressure
Coaches are trained to recognise signs of anxiety or distress and will approach these with sensitivity and care
Players under 18 who disclose significant mental health concerns will have their parents or guardians informed where appropriate, unless doing so would place the player at risk
2.7 Photography & Video
Video footage recorded during sessions for performance analysis purposes will only be shared with the player and their parent or guardian (if applicable)
Coaches will not photograph or film players for any other purpose without prior written consent
Players and parents/guardians may withdraw consent for filming at any time
Protocol Issues Policy
3.1 Purpose
This policy sets out how Ellerslie Performance Hub handles concerns, complaints, and protocol issues raised by players, parents, guardians, or members of the public. We are committed to resolving issues promptly, fairly, and transparently. All concerns will be taken seriously and handled with confidentiality and respect.
3.2 Types of Issues
Issues that may arise are generally grouped into two categories:
Category A — Scheduling & Coaching Issues
These include, but are not limited to:
Session reschedules, cancellations, or timing concerns
Questions about coaching methods or training programmes
Feedback on individual sessions or player progress
General enquiries about the Hub's services or programmes
Category B — Legal, Conduct & Major Issues
These include, but are not limited to:
Formal complaints regarding safeguarding or player safety
Allegations of misconduct or inappropriate behaviour by a staff member
Legal correspondence or formal disputes
Any matter requiring escalation beyond the coaching team
3.3 How to Raise an Issue
Category A — Scheduling & Coaching Issues
For all scheduling, coaching, or general operational queries, please contact us directly:
Email us at coaching@ellerslieperformancehub. We aim to respond within two business days. Please include your name, the player's name, and a brief description of the issue.
Category B — Legal, Conduct & Major Issues
For any serious, formal, or legal matters, please contact one of the following designated personnel directly:
Ben Fletcher
Formal Complaints & Legal Matters
Ryan Shiffman
Conduct & Escalated Issues
coaching@ellersliefootball.org.nz
When raising a Category B matter, please provide as much detail as possible including the nature of the issue, relevant dates, and any supporting information. All correspondence will be acknowledged within two business days.
3.4 Our Commitment to Resolution
All issues will be acknowledged promptly and handled with discretion
We will keep the person raising the concern informed of progress throughout the process
Where a complaint is upheld, we will take appropriate corrective action and communicate the outcome to the parties involved
Where a complaint is not upheld, we will explain our reasoning clearly
No person will be disadvantaged or treated unfairly as a result of raising a genuine concern in good faith
3.5 Confidentiality
All concerns and complaints will be treated with strict confidentiality. Information will only be shared with those who need to be involved in the resolution process. Where disclosure is required by law — for example in matters involving the safety of a child — confidentiality may be overridden, and the person raising the concern will be informed of this where possible.
3.6 External Escalation
If a concern cannot be resolved internally, or if a person is not satisfied with the outcome of the Hub's internal process, they may escalate the matter to:
New Zealand Police — for matters involving criminal conduct or immediate safety risk
Oranga Tamariki — for matters relating to the welfare of a child or young person
Sport New Zealand — for matters relating to sport governance or athlete welfare
4. Cancellation Policy
4.1 Purpose
This Cancellation Policy outlines the obligations of both players (and their parents or guardians where applicable) and coaches at Ellerslie Performance Hub when a scheduled session cannot proceed. The policy is designed to ensure fairness, respect for everyone’s time, and the sustainable operation of our programmes.
4.2 Player & Client Cancellations
We understand that circumstances can change. However, in order to manage scheduling and coach availability effectively, we ask that all players and clients provide adequate notice when they are unable to attend a booked session.
Notice Requirement
Players or clients must notify their coach of a cancellation at least 3 hours before the scheduled session start time.
Notification must be sent via an approved Hub communication channel — phone, email, or the Hub’s designated messaging platform.
Cancellations received with less than 3 hours’ notice, or where no notice is given at all, will be treated as a late cancellation or no-show.
Late Cancellation & No-Show
Sessions cancelled with less than 3 hours’ notice will result in the session being forfeited — the session credit or purchase will not be refunded or carried over.
Players who do not show up for a session without providing any prior notice will also forfeit the session credit or purchase.
In exceptional circumstances (such as a medical emergency), clients may contact the Hub to discuss their situation. Discretion may be applied on a case-by-case basis, but this is not guaranteed.
4.3 Coach & Hub Cancellations
Ellerslie Performance Hub is committed to delivering sessions as scheduled. In the event that a coach is unable to attend a session, the following applies:
Notice Requirement
Coaches will provide players with at least 3 hours’ notice if a session needs to be rescheduled or cancelled due to the coach being unavailable.
Notice will be communicated through an approved Hub communication channel.
Outcome for Players
Where a coach cancels or reschedules a session, the player will not forfeit their session credit or purchase. The session will be rescheduled at a mutually convenient time or the session credit will be carried over.
In the event of a Hub-initiated cancellation with less than 3 hours’ notice, we will make reasonable efforts to reschedule the session as a priority.
4.4 Emergencies & Extraordinary Circumstances
In cases of genuine emergency — such as sudden illness, injury, or a family emergency — both players and coaches are asked to communicate as soon as it is safe and practical to do so. The Hub will approach such situations with empathy and common sense, and will work with all parties to find a fair resolution.
Force majeure events (including extreme weather, natural disasters, or public health emergencies) that prevent a session from proceeding will not result in session forfeiture for either party.
4.5 How to Cancel
To cancel or reschedule a session, players and clients should contact their coach or the Hub using one of the following approved channels:
Email: coaching@ellerslieperformancehub
Phone or text message to the coach directly via the number provided at enrolment
Please always include the player’s name, the scheduled session date and time, and a brief reason for cancellation where possible.
4.6 Relationship to Other Policies
This Cancellation Policy should be read alongside the Player Safety Policy and the Protocol Issues Policy. Where a cancellation relates to a safeguarding or safety concern, the relevant provisions of those policies will take precedence.
Any disputes arising from the application of this policy should be raised in accordance with the Protocol Issues Policy (Section 3).
These policies are reviewed annually. Last updated: March 2026. Ellerslie Performance Hub reserves the right to amend these policies at any time. Players and families will be notified of any material changes.