On February 27, 2023 Council made a decision regarding the future operating model of Aqualink Box Hill and Aqualink Nunawading.
Council noted the importance of Council’s continued role in the provision of aquatics infrastructure/facilities to enable social and economic benefits for the community. It acknowledged the contribution of Nunawading Swim Club and Surrey Park Swim Club to the community of Whitehorse City Council through their work to deliver squad programs, high performance training and the Learn to Swim program.
Council also noted opportunities in relation to the current operating model. Council decided to explore an alternative management model from in-house to an external management model. Council would ensure Aqualink continues to provide quality services, diverse programs and excellent customer service into the future.
We know that our Aqualink facilities are appreciated and valued by members, visitors and the wider community. Council is proud of our staff and values the contribution they make in supporting our community to stay well and active.
Council also remains committed to the provision of gym, aquatic and other services provided at Aqualinks. These facilities are important and make a vital contribution to the health and welling of Whitehorse residents.
However, that doesn’t mean that Council is best placed to operate them. A number of Councils across Victoria provide leisure and aquatic facilities, but contract their operation to an expert provider, including our neighbours in Manningham and Boroondara.
Council is committed to exploring alternative service models to ensure fantastic delivery of services, quality and diverse range of programs and excellent customer service to meet the needs of the community.
This decision reflects that Council has an important role in providing accessible, inclusive community facilities that support health and well-being; and a responsibility to identify the most appropriate way to run them.
There will be no change to the services provided in the short term. Any changes about member experiences or changes to service will be communicated well in advance.
Confidential decision
This decision was made in a confidential part of the Council meeting. Some elements of the report and attachments considered by Council contain information that remains confidential for commercial and operational reasons. Reasons for the decision will provided in Council Minutes, and Council is communicating the decision to staff and stakeholders. Detailed communications will be provided to users and stakeholders well ahead of any specific changes that may impact them coming into effect.
Community Engagement and Consultation
Council undertook a very thorough and rigorous process before making this decision. It took independent industry expert advice and undertook research into the sector. Council engaged with our staff and other stakeholders.
The Service Review Community Consultation plan was developed in alignment with Council’s Community Engagement Policy. The following table summarises the community engagement has been undertaken in the Service Review:
Activity | Brief activity summary |
|---|---|
Community Survey | Aqualink Community Survey conducted in July 2022 via Council’s Your Say Whitehorse portal. The survey questions were based on a range of aquatic surveys standard questions provided by an independent consultant and principally sought information on peoples’ use of public swimming pools/leisure facilities, which include council, school, private and commercial centres, but not home facilities. |
Stakeholder Workshops | Stakeholder workshops were conducted during July and August 2022. This included workshops with:
The workshops focused on current strengths, improvement opportunities and their own interests/priorities relating to the Aqualink facilities. In addition, the Nunawading & Surrey Park Swimming Clubs have been kept informed on service review progress through their regular meetings with the operational service management team. |
Schools survey | 15 local schools completed the online survey. Of the respondents 13 were primary schools, one was a secondary college and one specialist school. This survey asked respondents about why they do/do not use Aqualink facilities and investigated ways Aqualink could attract higher school utilisation. |
Member and user survey | A members and user survey conducted during July 2022 received 660 responses from members and 10 user groups. This survey sought current and past member sentiment and feedback on their experiences. |
Staff survey | An Aqualink Staff Survey was conducted in July 2022 via Council’s Your Say Whitehorse portal. The survey was open to all staff that work at the Aqualink facilities including permanent, part-time and casual employees. 79 people completed the survey. The survey asked questions about employment conditions, sentiment, opportunities for improvement and operational values. |
Workshops | Several staff workshops were held to gain input into the service review and options development. Staff were invited to provide input through the Project Manager and Service Coordinator at any stage. Staff were kept informed throughout the process by their Service Coordinator. Staff were asked about strengths, improvements and strategic considerations relating to the provision of aquatic services. |
