Communication Protocol

Communication is a pinnacle for a team to run smoothly. This applies to practice, games, or organizing an event. The coach and manager will be in communication often through email. Between them, they will ensure changes to games/practices/changes are conveyed as quickly as new information is confirmed. As events can change on short notice, parents are encouraged to check your email and Byga often, to ensure you are up to date with team arrangements/commitments.

Communication Time Frame/Expectations

Feedback and responsiveness to player and parent communications is part of setting a good example and contributes to the type of experience that players have. Thus, it is important that coaches, managers and Board Members respond to texts, emails or phone messages from players or parents within a reasonable time frame. That would normally be within 2-3 days of the player or parent outreach. The coach/manager/Board Member may not have every answer available to questions/issues raised, but will follow up with the player or parent to acknowledge the communications and will follow up in a timely manner with the answer if not immediately known. If the coach does not know how to answer the matter, he or she should reach out to the Board or Director of Coaching for additional advice or guidance.
Responsiveness to questions or concerns raised set an example and how MVLA San Jose officials (coach, team manager, Board Member) respond to communications demonstrates their respect and sensitivity to player or parent matters brought to their attention. Communications not addressed by the coach may be escalated by the parent (for himself/herself or player issues unresolved) using the club escalation process as described below.

Escalation Process

As a club, we are trying to create a climate fostering better communications. As noted, communication is a vital piece in helping ensure a better experience for our players, parents, coaches – our entire soccer community.
If an MVLA San Jose official (coach, team manager, Board Member) does not acknowledge a communication within 2-3 days, the parent/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 MVLA San Jose official should set a timeframe 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 not addressing matters raised in a timely and professional manner may result in disciplinary action against the MVLA San Jose 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/player first reached out, the nature of issue and the date(s) on which the MVLA San Jose official should have responded. An issue may also be escalated if the issue raised has not been addressed fully to the requestor’s satisfaction. This would follow the same process.
Before submitting the escalation form, the submitter (parent or coach) should review this entire communication document, as well as the code of conduct in place for whatever his or her role is to ensure a full understanding of expectations of all parties involved.
The completed form will be submitted electronically and received by a committee consisting of several MVLA San Jose Operations Board members. All escalations submitted will be acknowledged and responded to in 3 or less business days.
Escalation Form