Delving into Current Organizational Practices Surrounding Trans-Inclusivity in Municipal Aquatic Settings Hillary Feliciano Department of Recreation Studies, Langara College RECR 4400: Applied Major Project Yue-Ching Cheng and Joanne Edey-Nicoll March 25, 2025 Executive Summary This research explores ways to improve organizational practices in aquatic recreation facilities to create more trans-inclusive environments. The study focuses on identifying and addressing barriers that transgender individuals face when using these spaces, specifically looking at the policies, training, staff protocols, and programs in place. The ultimate goal is to explore solutions that will enhance and improve the organization’s trans-inclusivity, ensuring that aquatic spaces are safe and welcoming for transgender individuals without isolating them from other patrons. The research methodology involved a combination of interviews, observations, and content analysis. Key findings from the primary research highlighted significant gaps in staff communication, training, and resource accessibility. Specifically, part-time and auxiliary staff often lacked awareness of available resources related to transinclusivity, and there was an absence of regular training on how to handle issues related to transgender patrons. While the City’s policies, such as the Code of Conduct and Respect in the Workplace Policy, were effectively enforced, there was still room for improvement in staff preparedness and accessibility to essential resources. Based on these findings, several recommendations were made for the City of Coquitlam. These include enhancing communication and access to resources for all staff, implementing consistent and updated training on trans-inclusivity, involving staff in policy development and feedback processes, promoting the use of the existing genderneutral change room, and improving the tracking and accessibility of training materials. These recommendations aim at closing the gaps identified in the research and ensuring that all staff are equipped to support the diverse community in a respectful and inclusive manner. The study also suggests further recommendations for other municipalities and organizations, like training and standardizing inclusive training across neighboring regions. Overall, this research contributes valuable insights into the practices that need to be implemented to ensure that aquatic recreation spaces are trans-inclusive. It provides a clear framework for the City of Coquitlam to enhance its practices and serves as a model for other municipalities seeking to foster inclusivity in public spaces. Introduction The purpose of this research study is to focuses on organizational practices that create or improve trans-inclusivity in aquatic environments. This can include but is not limited to the organization’s policies, training, staff protocols, and programs offered. The research will investigate the barriers trans individuals face in feeling welcome to aquatic recreational spaces and explore solutions and enhancements to organizational practices to ensure that aquatic recreational spaces are trans-inclusive. The research question itself is: How can existing organizational practices be improved to enhance trans-inclusive environments in aquatic recreation? Firstly, the term “organizational practices” is operationalized to be programs, policies, practices, training, and the overall culture of the specified organization. The culture of the organization encompasses norms, behaviours, and values- for example, staff’s general attitudes towards the existing policies. Trans-inclusive is defined as safe and welcoming to transgender individuals without isolating them from non-trans individuals. Lastly, aquatic recreation environments are defined as recreational spaces with bodies of water. This can include pools, water parks, hot areas like hot tubs, and sauna/steam rooms. This research is important for recreation because it will provide new insights on how aquatic environments can be improved to ensure trans-inclusive needs are met. In a time where being trans is still stigmatized and seen as controversial (Knee et al., 2024), researching this topic is crucial to bringing attention to barriers as well as possible solutions, which can then be adopted to other municipalities or organizations across the field. By focusing on aquatic recreation, this project will contribute fresh perspectives and drive meaningful changes to ensure inclusivity for diverse members of communities everywhere. Background and Context The sponsoring organization’s vision is to “[sustain] a high quality of life for current and future generations, where people choose to live, learn, work, and play” (City of Coquitlam) and their mission “is to serve the public interest through open, fair and accountable local government with a focus on leadership, innovation and community priorities and strengths” (City of Coquitlam). This research project aids in the mission and vision of the city as it works towards improving organizational practices to be more inclusive, which improves the quality of life as well as ensure fair treatment for trans individuals, who are equally part of the community as non-trans individuals. This research project directly connects with these values, specifically in aquatic recreational settings. Recreation spaces need to be accessible to all community members; all should feel welcomed and empowered to be there. This project will provide recommendations to improve that inclusivity in aquatic recreational spaces. The sponsoring organization is City of Coquitlam, with my agency advisor being Sara Samani, who is Aquatic Program Supervisor. She supervises the staff in City Centre Aquatic Complex, one of the two main aquatic municipal facilities run by the City of Coquitlam. As agency supervisor, she is the main contact for conducting research in the facility she supervises. Ethical Considerations Due to the researcher being an auxiliary employee of the organization being researched, there are several ethical considerations that must be taken into account to ensure that all primary research findings were gathered responsibly. Personal conflicts of interest include: • As a former Aquatic Program Supervisor, some of the staff may still feel a power imbalance. • Relationships such as friendships and camaraderie may cause unintended pressure for individuals to participate in research endeavors. According to TCPS, all participants in the research study must be fully informed for the findings to be ethical (Government of Canada, 2023). To ensure that this criterion is met, all interviewees were fully informed of the purpose and nature of the research, that it was fully voluntary to participate or not, and that they could withdraw anytime. Not only is it important to abide by TCPS, but it is ethically important to ensure complete transparency and accountability. This also helps mitigate the conflicts of interest above as the pressure to participate is removed by allowing them to withdraw without any consequence. Since the observations were done in public spaces without any interference or being obstructive, explicit consent is not necessary- but privacy and anonymity must be maintained. Confidentiality, which goes hand in hand with privacy and anonymity, are there to protect the participant’s identities and responses. Interviewees will be asked for their consent to be named in the research paper, as well as their responses to any of the questions. The interviews have not been recorded to lessen pressure towards participating. When it comes to the observation sessions, no identifying details were stated, and all comments and behaviours observed were generalized so that findings do not affect a person’s reputation of privacy. When it comes to the content analysis, internal documents must be analyzed carefully and any sensitive information can not be disclosed to respect confidentiality. Lastly, the impact of findings on participants was taken into consideration as well. When it comes to interviews, observations and document analysis, the findings could affect organizational practices in that the policies could change- so findings have been reported in a constructive manner that focuses on improvement as opposed to exposing the organization or individuals in a negative way. The goal is to improve inclusivity, not to blame anyone. Literature Review Transgender individuals are those whose gender does not correspond to their sex at birth (Knee et al., 2024; Krane et al., 2012; Pecoraro et al., 2020; Statistics Canada, 2022). While they are protected by law (Berg et al., 2022; Government of Canada; Statistics Canada, 2022), they still face notable discrimination and barriers (Müller, 2023; Vo, 2021; Patchett et al., 2015; Wilson et al., 2021). The guiding question for this research is: How can existing organizational practices be improved to enhance trans-inclusivity in aquatic recreation? This literature review delves into existing bodies of research that deal with transinclusivity in recreational settings, examining the barriers and challenges. The research reviewed explores social and organizational factors that affect the experiences of trans individuals, as well as examines current best practices for creating and improving inclusive spaces. Controversies that exist within the scope of the research topic in addition to any gaps in the literature is investigated through this review of literature. Supporting Evidence Upon reviewing peer-reviewed studies, other literature and statistics, several themes directly affecting transgender experiences in recreation came to light. For example, cisnormativity and heteronormativity within recreational structures are a major barrier for transgender individuals (Berg et al., 2022; Knee et al., 2024; Müller et al., 2023; Pecoraro et al, 2020; Saenz-Macana, 2024; Vo, 2021;) as this socially accepted system enforces non-cisgender and non-heterosexual individuals as abnormal. As Saenz-Macana et al., point out, heteronormativity is ingrained in today’s social institutions (2024). This can be in the form of the language and terminology used in policies, such as “male” and “female,” in ways that lead to assumptions in reference to an individual’s genitals (Knee et al., 2024). Another common theme is the idea of social policing, which was primarily driven by stigmas held by participants which consequently ended up fostering negative attitudes towards transgender individuals (Berg et al., 2022; Knee et al., 2024; SaenzMacana et al., 2024). Saenz-Macana et al describes how cisgender students and school staff were being encouraged to police behaviour that was considered inappropriate according to heteronormative contexts (2024). Additionally, Berg et al., mentions how heteronormative practices are enforced in Physical Education practices (2022). Many studies have found that the general perception and attitude towards transgender individuals are negative, resulting in victimization (Berg et al., 2022; Knee et al., 2024; Saenz-Macana, 2024; Müller, 2023). Müller further emphasizes this by pointing out the widespread transphobia in schools (2023), which Berg et al., further corroborates this by mentioning that one-third of the teachers’ attitudes towards LGBTIQ+ students were negative and prejudiced (2022). While many recreation agencies and organizations have implemented transinclusion policies, studies have found that these policies can be perceived by trans individuals as ineffective (Knee et al., 2024; Pecoraro et al., 2020; Müller, 2023) Theriault goes on to express that these policies, although meant to be supportive, can be unintentionally seen as symbolic if organizations fail to connect said policies with action (2017). Areas of Controversy One area of controversy is the issue of transgender athletes in competitive sport. Knee et al. uses Lia Thomas, the first openly transgender woman to win a championship in the NCAA to emphasize the mounting controversy surrounding controversy, pointing out that the NCAA and FINA, a governing body of swimming, to restrict their policies regarding transgender athletes (2024). This medicalization of transgender identity in sports stems from whether it is fair for transgender individuals to compete in gendered competitions. As mentioned above, trans-inclusion policies that have been implemented can be perceived as ineffective from the very group of individuals it was meant to serve (Knee et al., 2024, Pecoraro et al., 2020; Müller, 2023). The controversy is that the language used in these policies can be very trans-exclusive (Knee et al., 2024) and suggest that trans-identifying individuals are not truly welcome to participate (Pecoraro, 2020). Gaps in Literature As noted above, much of the literature focuses on the experiences of transgender individuals in recreation. However, being transgender is only one part of an individual’s identity; research focusing on the intersectionality of transgender identity with other identifiers such as sexual orientation, race, socioeconomic status, and disability is extremely limited in the context of recreation. Vo briefly touches on the effects of intersectionality, acknowledging that people with other marginalized identities will have different experiences (2021). Examining intersectionality in a recreational context could create deeper understanding for how policies affect transgender people with more than one marginalized identity. With that said, there is a notable number of studies that focus on the intersectionality between being transgender and the age of the individuals, such as youth and college-aged individuals. The studies examine individuals belonging to their specified age group that identify as transgender (Berg et al., 2022; Knee et al., 2024; Patchett et al., 2015; Pecoraro et al., 2020; Saenz-Macana et al, 2024). While many agencies like sport leagues, municipalities and other recreational organizations have implemented policies to accommodate transgender individuals (Berg et al., 2022; Knee et al., 2024), there is no research found on the long-term effectiveness of these policies. This poses the questions- do these existing policies truly reduce discrimination? Improve inclusion? Increase participation of transgender individuals in aquatic recreation? More research needs to be conducted into the longterm results for these practices. Majority of the existing research concentrates on transgender inclusion within Western contexts- primarily in North America and Europe. There is evidently a need for additional comparative studies that examine transgender experiences in recreational settings from various cultures, especially from non-Western countries, where transgender rights and policies may significantly differ as do the cultures each of those policies may be influenced by. While there was plenty of research about transgender experiences in recreational settings such as sports, gyms, and general fitness, there was minimal research regarding aquatic-specific recreation, with little to no research about bathing suit policies and other related issues that ensure privacy, safety and comfort for all transgender participants. There is also the issue of balancing gender norms and potential problems that arise from stigmatization. Another gap in the literature is the comparison and differentiation of transgender individuals and those who are non-binary, including queer, pangender, agender, or demi-gender. As Saenz-Macana points out, this spectrum of identities can be under the umbrella term trans (2024). Majority of the research materials focus on transitioned individuals- either male to female or vice versa in comparison to the very few studies available about non-binary individuals in recreational settings. Best Practices Staff training on trans-inclusive policies is a best practice used to ensure that recreational spaces are welcoming to trans-individuals (Clark, 2021; Patchett et al., 2015). Lopes et al. further corroborates this practice by outlining steps taken towards making Vancouver’s community centres more welcoming via using information gathered from consulting the trans community to develop recommendations, recruiting trans, gender diverse and two-spirit facilitators to implement these recommendations, and then training staff members (2019). Furthermore, Theriault also points out that inclusion is impacted by leaders, leadership, organizational policies, practices and climate (2017). Because frontline staff are the likeliest people to interact directly with transgender individuals, it is extremely important that they have the training and tools necessary to ensure a welcoming and safe environment that they can participate in. This practice ties directly with the research question itself as it is an organizational practice that can be used to improve trans-inclusivity. Another best practice used by many agencies is to create unisex, also known as universal, change spaces in addition to implementing gender-neutral spaces to promote inclusivity (Clark, 2021; Knee et al., 2024; Lopes & Shelby, 2019). Müller adds that in Canada, some trans students were able to take advantage of gender-neutral changing rooms (2023). These universal spaces allow participants to feel comfortable instead of being forced to choose between gendered changerooms and are relevant to aquatic recreational settings. Literature Review Conclusion In 2021, one in 300 Canadians aged fifteen or older identified as transgender or non-binary (Statistics Canada, 2025). The trans community is growing (BCRPA, 2019; Pratchett et al., 2015), which emphasizes the need for improved trans-inclusivity. This literature review highlights the challenges faced by trans individuals, such as heteronormativity and stigmatization from the public. Significant gaps in existing studies regarding trans-inclusivity in recreation have been identified, such as setting such as the lack of intersectional studies, long-term effectiveness of existing policies, and the need for comparative studies from Non-Western cultures. While best practices such as staff training and offering gender-neutral spaces have been implemented, more research needs to be conducted to further improve trans-inclusivity. Methodology The research methodology described below was used to answer the research question: How can existing organizational practices be improved to enhance transinclusivity in aquatic recreation? With this guiding question, the research was conducted to examine the current practices within aquatic recreation in the City of Coquitlam and then compared with the neighboring municipalities, which confirmed trends found in the literature. All data and information acquired was analyzed to get a better understanding of current practices and any deficits, highlighting the areas needing improvement. The key areas covered in this section include the primary research plan which includes the type of research used, the way information was collected, the results, and analysis of all findings. Primary research provides fresh and relevant data that is directly related to the research question itself. By using three primary research methods of interviews, document analysis, and observations, real-time data can be collected from various perspectives. For example, interviewing staff provides a snapshot of the workplace culture and training effectiveness. Document analysis produces official documentation from the organization, like the Code of Conduct Policy, which encompasses treatment of transgender patrons and affirms that they are welcome to use the facility. Lastly, observations allow the researcher to view genuine, unaltered interactions from the patrons themselves and witness any issues they have with following policies. Primary Research Plan The first method, interviews, will be conducted with employees from the City of Coquitlam, the sponsor organization for the research project. Interviewing staff and employees who must enforce and apply these policies can provide deeper insights to the organizational practices and its effectiveness. By interviewing employees from different levels of the work hierarchy, gaps in knowledge and communication can be identified. These interviews will allow participants to discuss their knowledge of any existing organizational policies and practices when it comes to trans-inclusivity. The interviews are to be done via in-person, over the phone, or video calls (via Microsoft Teams), depending on the interviewee’s preference and availability. All interviews are to be scheduled during the weeks of February 23rd and March 2nd, 2025. Name Position Municipality Michael Fox Manager of Community Recreation City of Coquitlam Tom Prelowski Facility Supervisor City of Coquitlam Sara Samani Aquatic Program Supervisor City of Coquitlam Arsham Mahmoudi Senior Aquatic Leader City of Coquitlam Kate Gilby Aquatic Leader City of Coquitlam Mei Yuan Aquatic Leader City of Coquitlam Andrew Kong Aquatic Leader City of Coquitlam Laith Allawy Aquatic Leader City of Coquitlam Kari Emerson Aquatic Leader City of Coquitlam Alexandra Specogna Aquatic Programmer City of Surrey Anonymous #1 Lifeguard City of Surrey Anonymous #2 Lifeguard City of Surrey Marcel Scheier Lifeguard City of Burnaby Jasleen Gill Lifeguard City of Vancouver Table 2.2: Finalized Interviewee List. Interviewees not wanting to be named have their names removed. To ensure the relevance of the questions, each role had its own set of questions, all related to the City’s organizational policies and practices that are currently in place for their respective municipality. To ensure consistency, all interview participants working in the City of Coquitlam primarily work at City Centre Aquatic Complex, one of the two major pool facilities. Below are the questions for each level of work hierarchy: Michael Fox, Manager of Community Recreation 1. What policies or practices are currently in place to ensure that transgender individuals feel welcome and safe in aquatic recreational spaces? 2. How does the City of Coquitlam train staff members to create inclusive and respectful environments for trans participants? 3. What steps does the City take to ensure that all gender identities are respected in your programming, facilities, and marketing materials? 4. Can you describe how restroom and locker room access for trans individuals are handled to ensure their privacy and comfort? 5. Are there any specific outreach efforts the City has to engage transgender individuals in recreation activities? 6. How does the City address any potential discrimination or harassment towards trans individuals within your recreation programs, and what steps are taken to educate the broader community on trans inclusivity? Questions for a manager of recreation in its entirety were chosen to gain understanding about the City’s formal policies, staff training, and how the City addresses these challenges. As they are middle management and expected to make important decisions, they would be the one with the most knowledge and familiarity of the City’s official stances towards trans-inclusivity. Tom Prelowski, Facility Supervisor 1. What specific steps have been taken to ensure that transgender individuals feel safe, respected, and included when using pool facilities? 2. How does your facility accommodate the needs of trans individuals regarding locker room and bathroom access? Are there gender-neutral options available? 3. Are staff members trained on how to address and support transgender individuals in a respectful and inclusive manner? What does that training include? 4. Does the City have any policies in place to prevent harassment or discrimination against trans individuals within the facility, and how are these policies enforced? 5. What feedback mechanisms are in place for transgender individuals to share their experiences and suggest improvements to make the facility more inclusive The questions for a facility supervisor are aimed towards facility-level practices as they are a step down from managers. These questions focus on how inclusive environments are made, particularly around sensitive areas like change rooms, as well as how policies are enforced and how feedback are received. Sara Samani, Aquatic Program Supervisor Alexandra Specogna, Aquatic Programmer 1. What specific policies or practices are in place to ensure that transgender individuals are treated with respect and dignity during aquatic programs such as lessons, and while using pool facilities? 2. How do you ensure that lifeguards are trained to support trans participants in the context of safety, privacy, and respect in the pool and change rooms? 3. What steps are taken to ensure that locker rooms and changing areas are inclusive for trans individuals; are there gender-neutral options for those who prefer that instead? 4. Are there any particular challenges you’ve encountered in creating inclusive aquatic programs for trans individuals, and what strategies have you implemented to overcome them? 5. What resources are available to staff, such as policies, guidelines or training materials, to ensure that they are informed and equipped to provide inclusive services to trans participants? 6. What measures are currently in place to ensure that pool equipment, marketing materials, and promotional content reflect the inclusivity of your aquatic programs, particularly in terms of representation of all gender identities? Questions for program supervisors and programmers focus on how inclusive practices are implemented in an aquatic program context. The aim is to understand how programs such as lessons and the way lifeguards supervise and educate patrons are adapted to ensure that transgender individuals are respected. The questions also focus on the availability of resources for staff, as they would be the direct link from the information from higher in the work hierarchy to front-line staff. All Lifeguards, Senior Aquatic Leaders and Aquatic Leaders: 1. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? 2. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? 3. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? 4. How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? 5. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Because lifeguards and aquatic leaders are front-line, auxiliary staff, they are tasked with enforcing the policies and creating the environment for transgender individuals. The questions address safety, training, privacy concerns, and incident handling. Content Analysis The second method, content analysis, focused on any documentation from the City of Coquitlam. Reviewing these documents revealed how trans-inclusivity is addressed not just within the aquatic centre, but the City as a whole. By analyzing the organization’s content, possible gaps can be identified. It also provides a reference point to build any recommendations. Any findings collected from this research will be used to get a better understanding of the culture and practices of the City as well. The following items were analyzed, with the rationale of their importance detailed: 1. Staff Policies: These outline the guidelines and expectations for staff within the City of Coquitlam, as well as what to enforce for patrons using the facility. These policies are key to understanding how trans-inclusivity is integrated into the organization’s framework and can reveal whether there are clear policies that support transgender individuals. 2. Training Materials: These can include in-service materials, which are staff trainings that are mandatory to continue working (auxiliary staff only). Reviewing these materials will provide insight into whether staff are adequately trained to support transgender individuals. 3. City Website (External and Internal): Their website serves as communication for the public community and as a resource for staff internally. Analyzing both the public and employee facing parts of the website will reveal how trans-inclusivity is communicated and if there are any information and resources readily available. 4. Program/Event Descriptions: These detail activities that are offered in recreation facilities, including aquatics. These descriptions can be analyzed, such as the wording being used, and can then be assessed whether they are explicitly inclusive of all gender identities. 5. Pool Safety Plan (PSP): The PSP outlines all the protocols to ensure operations are running smoothly and safely in the aquatic areas. It is crucial to analyze because it references, if not details, on all safety guidelines to take account of, such as privacy, changeroom access, and emergency protocols, and if they take into consideration of any risks for transgender individuals. Gathering these documents was completed on-site. All documents are available in their database or through the City’s Intranet. With access to the computers located on the premises, all internal resources such as documentation, the internal website, policies, and any existing training materials were available to analyze. Observations The third primary research method, observations, will involve watching interactions between the public in an unstructured pool environment. The location is City Centre Aquatic Complex, located in Coquitlam, BC. This method allows for the collection of unbiased data on how individuals behave and interact in the aquatic recreational space in real time without any interference. By observing the dynamics between staff, patrons, availability of resources within staff areas, and the design of the facility itself, insights can be acquired- specifically about the existing practices and if they are even effectively applied. The observations have been scheduled for February 7th, March 6th and March 8th. All observation sessions will be held at City Centre Aquatic Complex, located in Coquitlam, BC. The general public will be observed in an unstructured setting with no interference from the researcher. The dates and times chosen were specifically during high traffic times at the pool- either weekday evenings or a weekend. The following observation checklist was developed after consulting the literature: 1. Interactions Between Staff/Patrons: • Are staff members engaging with patrons in a welcoming and inclusive way? • Do staff interact with individuals in a gender-neutral way? • Are staff members responding appropriately to any potential issues regarding inclusivity? • Do staff appear knowledgeable about gender-inclusive policies? 2. Patron Interactions: • Are patrons respecting each other’s space and boundaries? • Are there noticeable dynamics between patrons of different gender identities? • Do patrons make any comments or display behaviours that suggest a lack of inclusivity or awareness? • Are any patrons showing signs of discomfort or exclusion? 3. Changeroom Use: • Are patrons using gendered spaces without confrontations? • Is there clear signage for gender-neutral options? • Are there any obvious barriers to entry or access? 4. Signs and Communications: • Are there signs or posters regarding inclusivity or anti-discrimination policies for transgender individuals? • Do signs use gender-neutral language and imagery? • Are there any resources posted and available for staff? The observations were made with the knowledge that adequate staff training is essential for creating a trans-inclusive environment (Clark, 2021; Patchett et al., 2015), and a best practice used by many municipalities is implementing gender-neutral change spaces (Clark, 2021; Knee et al., 2024; Lopes & Shelby, 2019). The perspectives used while conducting the observations was that of a trans patron coming into the facility to recreate- and in the staff areas, the perspective was that of a lifeguard. Watching interactions between staff and public allows the researcher to gather an understanding of whether the aquatic environment was inclusive and aligned with policies like the Code of Conduct. Changeroom design, such as the use of universal change rooms, provides trans individuals choices to ensure their safety and comfort. Lastly, signage and communication are important to determine if there was explicit messaging towards trans-inclusivity in the facility. Results Results from interviews, observations and document analysis are in the appendices. Appendix 1 contains all the interview transcripts, Appendix 2 focuses on the findings from the observation sessions, and Appendix 3 describes the information gathered from the content analysis. First, the interviews resulted in a couple common trends. After interviewing lifeguards from other municipalities, answers were similar in that majority believed that training about trans-inclusivity was lacking. However, the full-time staff were well-versed in the relevant policies and procedures regarding any issues with discrimination against trans individuals. This further emphasizes the need for adequate staff training (Clark, 2021; Patchett et al., 2015). Secondly, the observation sessions revealed the lack of resources available or visible for staff. Interaction between patrons or staff was ordinary and appropriate for a pool setting, such as patrons asking lifeguards for assistance or patrons socializing amongst themselves. In terms of change room access, there was a universal change room that was easily accessible. From the front desk is a short hallway to the doors of the women’s, men’s and universal change room. This aligns with the best practice of having gender-neutral options for change spaces (Clark, 2021; Knee et al., 2024; Lopes & Shelby, 2019). Lastly the content analysis revealed an adequate amount of resources, information, and even training sessions available to staff. However, all this information is only available to staff who have access to the City’s Intranet or data management system. Due to the nature of aquatic jobs such as lifeguards, not every staff member has a computer login, consequently cutting them off from accessing any materials. Unless the staff who do have access inform the front-line staff, they will be unaware any resources exist. The major challenge faced while conducting the primary research was that several potential interviewees were unable to be questioned due to sickness or busy schedules. However, other staff members were chosen who work in similar roles. Another challenge that came up, however, was that there was no way to access old training materials or in-services that had trans-inclusive educational content. As mentioned in the interview with Michael Fox, the previous trans-inclusive training was conducted by a third party, not developed by the City. Additionally, while some staff recall going over trans-inclusive content, details on those inservice session were not found. The intention behind the primary research conducted was to assess the current practices in aquatic recreation within Coquitlam and then compare those with neighboring municipalities. Through the combination of three methods- interviews, observation sessions, and content analysis, findings were used to identify any gaps needing improvement. These findings were also used to identify the strengths of the organization and what positive practices are currently working. Research Findings and Analysis The first finding is that there is a lack of awareness of trans-inclusive policies and trainings available for front-line, auxiliary staff. This finding came from interviews, observations and document analysis. While full-time staff are familiar with resources related to trans-inclusivity and EDI initiatives, many part-time or auxiliary staff remain unaware, even though these resources are readily available on the City’s Intranet. The interviews with staff revealed that employees without regular access to the Intranet often feel disconnected and underprepared. This knowledge gap is compounded by the fact that, unless full-time staff explicitly share this information, part-time staff remain unaware of available resources. The inconsistency in communication across staff levels suggests that the City's current communication channels can be improved. This finding underlines the need to better the communication strategies used, such as posting more resources and training opportunities in frequently visited areas like the staff room, which would ensure all staff, regardless of their role or access to digital platforms, are informed and prepared. The second finding was found through interviews with lifeguards and analysis of available materials; it became evident that the City’s training on trans-inclusivity is inconsistent. Many staff members, particularly part-time lifeguards, reported feeling uncomfortable addressing issues such as complaints from patrons about a transgender individual in the change room. This discomfort points to a lack of effective or updated training. The only trans-inclusivity training mentioned was a session conducted several years ago, which further indicates that training has not been consistently updated or provided across all staff members. Given that one of the best practices is to provide adequate staff training (Clark, 2021; Patchett et al., 2015), the data strongly suggests that providing ongoing, up-to-date training would help mitigate staff discomfort and ensure more inclusive, supportive interactions with patrons. Without regular, specialized training, staff are ill-prepared to handle these sensitive situations, leaving a gap in training. The next finding was found through observing the City enforcing key policies like the Code of Conduct and the Respect in the Workplace Policy effectively. Observations of staff-patron interactions confirmed that staff members are treating patrons without discrimination and are respectful in their interactions. Additionally, the presence of a gender-neutral change room is an example of the City’s ongoing commitment to inclusivity and aligns with best practices for creating a gender-neutral change space for transgender individuals (Clark, 2021; Knee et al., 2024; Lopes & Shelby, 2019). These positive practices were observed consistently across different staff and shifts, suggesting that the policies are well understood and implemented. Additionally, the front-line staff did not view trans individuals as “others” but as merely another patron deserving of respect. Lastly, content analysis of the Intranet revealed that the City was developing an Accessibility Plan. This finding highlights the City's strength in maintaining an inclusive environment in terms of behavior and facilities, which should be encouraged and maintained as part of the organization’s commitment to inclusivity. Any future research should focus on how the City communicates resources and policies to part-time and auxiliary staff. Specifically, to examine why certain staff have better access to information and how communication processes could be standardized to ensure all staff are equally informed. This will help close the gap in knowledge and ensure that all staff have equal access to vital resources and training materials. A crucial missing element in this research was the analysis of training documents themselves. In future studies, a comprehensive review of the training materials available to staff, including content on trans-inclusivity and EDI, should be conducted. This would allow for a more thorough evaluation of the quality and relevance of the training being provided. Seeing whether the current training is sufficient and up-to-date will inform the development of more effective and targeted training programs. Recommendations The first recommendation is for the City of Coquitlam, which is to improve communication strategies to ensure that all staff, including part-time and auxiliary employees, have equal access to resources related to trans-inclusivity, EDI initiatives, and relevant policies. This could involve creating regular communication channels (e.g., newsletters to their emails, dedicated staff meetings) and ensuring that all staff have access to the City’s Intranet or a similar centralized platform where resources are easily accessible. This would mean giving all staff a work login and email address. Research findings indicated a significant communication gap between full-time and part-time staff, with the latter often unaware of available resources due to limited access. Ensuring equitable access to information is crucial for improving staff knowledge and preparedness. The second recommendation for the City of Coquitlam is to develop and implement ongoing, mandatory training programs on trans-inclusivity and EDI for all staff members. This training should be updated regularly to reflect the latest best practices and legal requirements. It should also include specific scenarios and roleplaying exercises to help staff feel comfortable handling real-world situations involving transgender patrons.The research indicated a gap in staff training, with many part-time lifeguards and front-line staff feeling unprepared for situations involving transgender individuals. Providing consistent and relevant training would enhance staff comfort and ability to support transgender patrons effectively. In addition to this, involving staff in the development and periodic review of policies related to inclusivity, particularly those regarding transgender individuals would be beneficial. This would create regular feedback loops where staff can share their experiences and suggestions for improvement. Engaging staff in policy development and feedback ensures that the policies align with what they are actually experiencing and challenges faced by employees. This can improve buy-in from staff and lead to more effective and practical policies. The third recommendation for the City of Coquitlam is to increase awareness and usage of the existing gender-neutral change room through targeted communication and signage. Additionally, ensure that all staff are fully informed about the facility's availability and its importance in fostering an inclusive environment. While the presence of a gender-neutral change room was recognized as a positive aspect of inclusivity, further awareness efforts could help ensure that both patrons and staff are aware of and feel comfortable utilizing it. This also aligns with best practices in creating accessible spaces for transgender individuals (Clark, 2021; Knee et al., 2024). The fourth recommendation for municipalities in general, is to establish standardized training programs on trans-inclusivity and EDI for all municipal staff across neighboring municipalities, ensuring that staff in similar roles are receiving consistent and comprehensive training. With the interview resulting in a trend where many lifeguards across multiple facilities do not feel prepared or adequately trained in transinclusive matters further enforces this recommendation.Consistency in training across municipalities would ensure that all public service providers are equally equipped to handle inclusivity issues. It would also create a network of municipalities that can share best practices and resources, creating a more inclusive environment across a wider region. Conclusion This paper aimed to assess the current practices in aquatic recreation within Coquitlam, focusing on the inclusivity of transgender individuals, and comparing these practices with those in neighboring municipalities. Through a combination of interviews, observations, and content analysis, several key findings emerged, highlighting both strengths and areas for improvement in the City’s approach to trans-inclusivity. The research clearly indicates that while there are positive practices in place, such as the enforcement of relevant policies and the availability of a gender-neutral change room, there are significant gaps in communication, staff training, and access to resources. These gaps contribute to staff feeling unprepared and under-informed about transinclusivity and the needs of transgender patrons. The analysis revealed that the primary issues stemmed from inconsistent training and inadequate communication channels between full-time and part-time staff, as well as limited access to necessary resources. The findings strongly suggest that the City of Coquitlam needs to implement more comprehensive, up-to-date training and improve communication strategies to ensure all staff members, regardless of their role, have equal access to critical information and resources. Additionally, increasing the visibility and awareness of the gender-neutral change room, as well as enhancing the tracking and accessibility of training materials, would further promote inclusivity within the facility. The recommendations presented are grounded in the data collected through primary research, ensuring that they are both relevant and actionable. The logical progression of the argument—starting with the identification of gaps, moving to the analysis of these issues, and concluding with actionable recommendations—provides a clear and cohesive way for improving inclusivity practices in Coquitlam’s aquatic facilities and improve training across organizations with aquatic facilities. By addressing these gaps, the City of Coquitlam can create a more inclusive, supportive environment for transgender individuals. The findings and recommendations provided in this paper not only answer the research question but also offer a clear path forward for bettering inclusivity within municipal recreation services in aquatics. Ultimately, the steps outlined in the recommendations will help ensure that all staff are equipped to support and engage with all patrons, creating a safer and more welcoming environment for everyone. Appendix 1: Interview Information The following tables are in the order of work hierarchy, from management to auxiliary guards: Interview Date: Friday, March 7, 2025 Name, Position of Interviewee: Mike Fox, Manager of Community Recreation Question Guide: 1. What policies or practices are currently in place to ensure that transgender individuals feel welcome and safe in aquatic recreational spaces? 2. How does the City of Coquitlam train staff members to create inclusive and respectful environments for trans participants? 3. What steps does the City take to ensure that all gender identities are respected in your programming, facilities, and marketing materials? 4. Can you describe how restroom and locker room access for trans individuals are handled to ensure their privacy and comfort? 5. Are there any specific outreach efforts the City has to engage transgender individuals in recreation activities? 6. How does the City address any potential discrimination or harassment towards trans individuals within your recreation programs, and what steps are taken to educate the broader community on trans inclusivity? Transcript: Hillary: Okay let’s get do it. First question- what policies or practices are currently in place to ensure that transgender individuals feel welcome and safe in aquatic recreational spaces? Mike: The City of Coquitlam has an EDI policy framework that governs all operations of the city including our aquatic services. The base concept is that anyone is welcome to use our spaces and services regardless of race, age, ability, culture, gender, sexual orientation or any other diversifying factor. It’s the overarching philosophy of the City. Hillary: Perfect. Next question- how does the City of Coquitlam train staff members to create inclusive and respectful environments for trans participants? Mike: I’ll be honest. There’s a modest amount of training. There are some training at inservices that are pointed and intensive trainings at times. We had brought in a consultant from Trans Focus- I think this was in 2022 and it was targeted training for staff. There was an incident a few years ago with a transgender staff, so there was an immediate need to create some better awareness and understanding within our work team about that. The training covered how to address questions and concerns. Since that time, departmental in-services have revisited that material and how to address them appropriately. Hillary: Okay, thank you. Next question- what steps does the City take to ensure that all gender identities are respected in your programming, facilities, and marketing materials? Mike: Hmm… Well, the City participates in pride month and has visual campaigns around that. The campaigns includes messaging like “Everybody is welcome!” There’s signage that physically exists on all our buildings and visual indicators that suggests to someone that’s trans that they are welcome here. Then there’s the Code of Conduct policy that aids us in dealing with situations and/or individuals who might take actions that are against the stance. For example, if someone is going out of their way to make a trans individual unwelcome, that policy empowers us to do something about that. Hillary: Thank you. Next question- can you describe how restroom and locker room access for trans individuals are handled to ensure their privacy and comfort? Mike: Hmm… Okay. This one is going to be a complicated answer. There was a great study done, and part of that work done with trans focus was about change room design. It was found that any space should be used for whatever that intended function by whom it’s intended for. We have universal spaces that can be used by anybody, gendered spaces to be used by that gender. If somebody identifies with that gender, they can use that space As for the safety aspect- that’s a very complicated one. I got into a conversation with a trans man who worked at the time at CCAC, and he was really upset that our lockers in the change rooms instead of the common areas, because his safety could be compromised. He said, “Look, I’m a man, I shouldn’t have to use that space. That space is for families, and by making that my only option, you’re effectively othering me.” Honestly, his point is completely valid. So I always say that we try our best to make everyone feel included and safe, but since there’s such a large spectrum, we might not be able to get it 100% of the time. Philosophically, the employees need to understand the rights of all patrons and that we use policy effectively to back that up. Hillary: That’s totally fair. I honestly never thought of it that way. Mike: Yeah, me neither. Hillary: Alright, next question. This is the second to last one- are there any specific outreach efforts the City has to engage transgender individuals in recreation activities? Mike: To be honest, I can’t say that I’m aware of any, specifically. I do know that the city has a number of EDI initiatives and has worked with particularly on the fronts of disability and ability-related items like advisory committees. I can’t say for certain if there’s anything specifically for transgender folks, though. Hillary: Okay, thanks. Last question! How does the city address any potential discrimination or harassment towards trans individuals within your recreation programs, and what steps are taken to educate the broader community on trans inclusivity? Mike: Hmm… I don’t believe that there’s a very formal way of doing that within the city for the education piece. I do know that the City has an EDI policy and an officer who’s job is to provide broader education to its residence- but it’s usually done as a proactive measure. It would come into play for a high profile situation if somebody’s rights were jeopardized or meant to feel unwelcome. We’ve had to use the Code of Conduct policy when it comes to individuals making trans individuals uncomfortable. We help them to understand that the person they’re making uncomfortable has a right to be in the space. We then provide them alternative optionslike not coming into the facility, usually the last suggestion, or ask them to use the universal change room. There’s actually a case in North Cowichan that might be helpful for your research. It was a conflict with supposedly trans individual and somebody who didn’t believe they shouldn’t be there. It went really big and many things were in play like First Nations rights, massive protests- it got a whole bunch of media attention. Interview Date: Wednesday, March 5, 2025 Name, Position of Interviewee: Tom Prelowski, Facility Supervisor Question Guide: 1. What specific steps have been taken to ensure that transgender individuals feel safe, respected, and included when using pool facilities? 2. How does your facility accommodate the needs of trans individuals regarding locker room and bathroom access? Are there gender-neutral options available? 3. Are staff members trained on how to address and support transgender individuals in a respectful and inclusive manner? What does that training include? 4. Does the City have any policies in place to prevent harassment or discrimination against trans individuals within the facility, and how are these policies enforced? 5. What feedback mechanisms are in place for transgender individuals to share their experiences and suggest improvements to make the facility more inclusive Transcript: Hillary: Alright, first question! What specific steps have been taken to ensure that transgender individuals feel safe, respected, and included when using pool facilities? Tom: The City of Coquitlam has a policy, EDI policy, speaking clearly and referring to federal government and provincial regulations when it comes to EDI and specifically transgender. To sum it all up, if someone identifies as a specific gender, they can go wherever they want to. The City of Coquitlam strictly follows federal and provincial law when it comes to this. Hillary: Awesome, thanks. Next question- how does your facility accommodate the needs of trans individuals regarding locker room and bathroom access? Are there gender-neutral options available? Tom: Yes, there are gender neutral options available. It’s called universal change room and it’s for anybody who doesn’t feel comfortable of their own gender, or whatever the case may be. It’s available for the whole community. We also have male and female change rooms and they can choose whichever they identify with. Hillary: Perfect. Next question-are staff members trained on how to address and support transgender individuals in a respectful and inclusive manner? What does that training include? Tom: Yes, during in-services we had a specific station on it and a whole campaign on this subject. It was about how to respond to person who is transitioning, or public who is questioning the validity. The staff have been trained to answer any inquiries about it Hillary: Okay! Second last question- does the City have any policies in place to prevent harassment or discrimination against trans individuals within the facility, and how are these policies enforced? Tom: We have a code of conduct policy to address any issue in regards to someone making somebody else feel unwelcome in the facility. As far as I know, there’s no specific policy when it comes to transgender people. If somebody is making somebody uncomfortable, they will be directed to Code of Conduct. Hillary: Awesome. Last question! What feedback mechanisms are in place for transgender individuals to share their experiences and suggest improvements to make the facility more inclusive? Tom: We encourage people to pass on any feedback to staff- supervisors, managers. In-person, whoever’s here. There’s also feedback forms that can be obtained at the front desk where they can put into a suggestion box. This can be anonymous or they can also ask for reply, which will be given. Interview Date: Wednesday, March 5, 2025 Name, Position of Interviewee: Sara Samani, Aquatic Program Supervisor Question Guide: 1. What specific policies or practices are in place to ensure that transgender individuals are treated with respect and dignity during aquatic programs such as lessons, and while using pool facilities? 2. How do you ensure that lifeguards are trained to support trans participants in the context of safety, privacy, and respect in the pool and change rooms? 3. What steps are taken to ensure that locker rooms and changing areas are inclusive for trans individuals; are there gender-neutral options for those who prefer that instead? 4. Are there any particular challenges you’ve encountered in creating inclusive aquatic programs for trans individuals, and what strategies have you implemented to overcome them? 5. What resources are available to staff, such as policies, guidelines or training materials, to ensure that they are informed and equipped to provide inclusive services to trans participants? 6. What measures are currently in place to ensure that pool equipment, marketing materials, and promotional content reflect the inclusivity of your aquatic programs, particularly in terms of representation of all gender identities? Transcript: Hillary: Thanks so much for doing this interview for me! I really appreciate it. Sara: It’s no problem! I’m happy to. Hillary: Awesome. Alright- let’s get started. Question 1. What specific policies or practices are in place to ensure that transgender individuals are treated with respect and dignity during aquatic programs such as lessons, and while using pool facilities? Sara: They’re allowed to use the change rooms of what they identify with. We also have the Code of Conduct. With lessons, we try use preferred names or things like “Fish names” for fun and creativity. We also ensure that staff understand and know these policies. Hillary: Awesome. Number two. How does the City ensure that lifeguards are trained to support trans participants in the context of safety, privacy, and respect in the pool and change rooms? Sara: Ensuring that training is adequate like inservices, but mostly on the spot supervisors make themselves as available as possible to support on how to approach and best support them. Hillary: Thanks. Next question, what steps are taken to ensure that locker rooms and changing areas are inclusive for trans individuals; are there gender-neutral options for those who prefer that instead? Sara: Yes, we have universal change room that is gender-neutral. Also, the stalls are separated and create more privacy. There are also signs that show support for trans people. Hillary: Perfect. Are there any particular challenges you’ve encountered in creating inclusive aquatic programs for trans individuals, and what strategies have you implemented to overcome them? Sara: One of the difficulties is when people don’t tell us the truth, and use the policies to their advantage. And strategies… Well, if someone comes up feeling uncomfortable that somebody isn’t in the correct universal change room, I would investigate. There are also stalls in gender-specific change rooms that I could offer, too. Hillary: Okay. Next question- what resources are available to staff, such as policies, guidelines or training materials, to ensure that they are informed and equipped to provide inclusive services to trans participants? Sara: We have the Pool Safety Plan that outlines policies and procedures. We also have memos that is in the control room that all lifeguards have access to. The communication board is just outside the break room so it’s really hard to miss because it’s right there when you walk in. There’s also in-services, and certain trainings about whether policies change or not. Hillary: Perfect. Last question! What measures are currently in place to ensure that pool equipment, marketing materials, and promotional content reflect the inclusivity of your aquatic programs, particularly in terms of representation of all gender identities? Sara: We have a great programming team that takes in a lot of feedback from various individuals from the community. They’re always working towards creating more supportive language on marketing, website, how individuals want to schedule for lessons, like on Perfect Mind. Interview Date: Friday, March 7, 2025 Name, Position of Interviewee: Arsham Mahmoudi, Senior Aquatic Leader Question Guide: 1. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? 2. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? 3. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? 4. How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? 5. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Transcript: Hillary: Thanks for agreeing to do this interview! Let’s get started. Question one, how do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? Arsham: I just be nice to everyone regardless if they're transgender or not. Hillary: Fair enough. Next, do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? Arsham: No… I don't know how to classify that. Hillary: Okay then. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? Arsham: Uhm… I try to treat everyone as a respected member than by distinguishing them by their gender and just providing good customer service. Hillary: Fair enough. Next question, how do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? Arsham: Verbal harassment is dealt with by the Code of Conduct. Hillary: How about protocols for reporting those incidents? Arsham: Oh yeah, you would email the supervisor and do an incident report. Hillary: Thanks. Last question- do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Arsham: Actuallyl, Luna (previous employee) was very informative and taught me inclusive language. Interview Date: Friday, March 7, 2025 Name, Position of Interviewee: Kate Gilby, Aquatic Leader Question Guide: 1. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? 2. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? 3. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? 4. How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? 5. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Transcript: Hillary: Thank you so much for agreeing to do this! Kate: Yeah, it’s no problem at all! Hillary: Perfect, let’s get to it then. First question- how do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? Kate: Hmm… Well, we have non-gendered changerooms and bathrooms that they can use. Uhm… Generally when talking to patrons, I try using gender-neutral pronouns and not assuming things. It’s the same with teaching- instead of “hey guys,” I use “hey friends.” Hillary: Perfect. Next question- do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? Kate: I feel like in swim lessons, more, but we haven’t had much training for transgender PRs. I would say yes I could from personal experience- not from workplace training. Hillary: Okay, fair enough. The next question is- what steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? Kate: Just generally creating a welcoming environment, not yelling or shutting people off. When I’m working I try being there as a welcoming figure- with anything, not just being trans. They can feel comfortable telling me instead of bottling up what’s going on. Hillary: Great! Next- how do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? Kate: Well… Depending on what it is. I’d remove them from the situation and figure out the root of the problem- is it a misunderstanding? Is it because we don’t have the proper facilities in place? If they identify, then we can’t fight them on it, but I haven’t been informed- maybe I should read the PSP. There’s no policy regarding trans people, Hillary: How would you report those incidents though? Kate: Oh right. It would just be the same as any other incident report- fill out form, gather information, maybe they would speak to Tom or Cass or Mike. Hillary: Awesome. Last question- do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Kate: Not necessarily with lifeguarding. With teaching courses like bronze- just being aware of that and their pronouns. Instead of using gendered words, using general terms and trying to unlearn any bad habits. Interview Date: Friday, March 7, 2025 Name, Position of Interviewee: Andrew Kong, Aquatic Leader Question Guide: 1. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? 2. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? 3. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? 4. How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? 5. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Transcript: Hillary: Thank you for doing this interview! I really appreciate it. Andrew: No problem! Hillary: Okay, let’s get started. First question, how do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? Andrew: Uh… Just trying to get to know them, see if they’re regular. Just making sure that everybody abides to Code of Conduct and any policies. Hillary: Okay, okay. Next question- do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? Andrew: That one, surprisingly no. I remember Coquitlam had one a few years back and they never did that again. Hillary: Oh, okay. Next question- what steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? Andrew: Mostly just the rights to use their gender washroom- whatever they identity with. Hillary: Fair enough. Next, how do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? Andrew: In accordance to Coquitlam’s Code of Conduct, everybody must be respectful. Any discriminating behaviour, you would separate them, acknowledge the victim, talk to offending patron saying that it’s inappropriate behaviour and we’d ask them to leave. Then we would have the incident report and give them Mike or Tom’s card. Hillary: Alright, thanks. Last question- do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Andrew: It’s more just focusing on connecting with people, and then building those relationships. It’s easier to empathize with them and you can become a better guard because you know the patrons well- especially when shit hits the fan. Interview Date: Friday, March 7, 2025 Name, Position of Interviewee: Mei Yuan, Aquatic Leader Question Guide: 1. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? 2. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? 3. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? 4. How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? 5. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Transcript: Hillary: Thanks so much for doing this! Mei: Yeah, it’s fine. Hillary: Alright let’s go. First question- how do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? Mei: I just treat them like everyone else. Hillary: Okay, fair. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? Mei: Not at all- that’s so hard. It’s such a touchy and uncomfortable subject. Mei: Yeah. I can see why. Third question- what steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? Mei: Uh… I don’t do anything different. Hillary: Hahaha fair enough, at least you’re being honest. Next question- how do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? Mei: Just write an incident report about it. We aren’t really required to do anything elseit’s not illegal to be a dick so we can’t call the police. Everyone’s entitled to their own beliefs- we can’t force them to believe anything. Everybody should be respected regardless of their beliefs. Like, you have to accept that trans people will have to exist in the same space as you- we can’t cater to your transphobia. Hillary: Yeah, that’s true. Okay, last question. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Mei: No, because I don’t really interact with any trans people at all. They’re still very much the minority in marginalized groups. Most people are pretty silent in their judgment to trans people- like old people side-eying someone. Interview Date: Saturday, March 8, 2025 Name, Position of Interviewee: Laith Allawy, Aquatic Leader Question Guide: 1. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? 2. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? 3. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? 4. How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? 5. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? 6. Transcript: Hillary: Awesome, thank you for doing this interview! Let’s get started. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? Laith: I've never had to deal with that. I would just treat them like everyone else. Hillary: Fair enough. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? Laith: No, I don’t know what to do if someone complains. I just give them Tom's card. Hillary: Of course. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? Laith: Uh… Just doing everything the same way. Hillary: Haha fair enough. Next question- how do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? Laith: We can't allow to anyone to be harassed- if I have to I'll call the cops. After you write an incident report and email to a manager. Hillary: Alright. Last question- do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Laith: No, I’ve had very limited interactions. Interview Date: Saturday, March 8, 2025 Name, Position of Interviewee: Kari Emerson, Aquatic Leader Question Guide: 1. How do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? 2. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? 3. What steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? 4. How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? 5. Do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Transcript: Hillary: Thanks for agreeing to do this! Alright, first question- how do you ensure that transgender individuals feel respected and comfortable while using the pool and surrounding facilities? Kari: I just treat them like every other person. Hillary: Okay. Do you feel equipped and trained to address any needs of trans participants, especially in regards of safety, privacy, and inclusivity, particularly in changerooms or in swim lessons? Kari: No, but I'm equipped to if they want to use the change room but I don't know what to do if someone else complained. Hillary: Alright, next question- what steps do you take to maintain a safe and supportive environment for all swimmers, including trans individuals, during pool activities? Kari: Um… Why would I do anything different? I would do everything the same way. Hillary: Fair enough! How do you handle situations where a transgender patron faces discrimination or harassment while at the pool, and what protocols are in place for reporting these incidents? Kari: I've never had to deal with this, but you would just fill out an incident report and send an email to the supervisors. Hillary: Okay. Last question- do you have any experiences or feedback from trans participants that have led to changes in your approach to lifeguarding? Kari: No… I’ve never had to deal with it before. Table A1.9: Interview Information for Kari Emerson Appendix 2: Observation Information Observation Checklist The following checklist was used for all three observation sessions: 1. Interactions Between Staff/Patrons: • Are staff members engaging with patrons in a welcoming and inclusive way? • Do staff interact with individuals in a gender-neutral way? • Are staff members responding appropriately to any potential issues regarding inclusivity? • Do staff appear knowledgeable about gender-inclusive policies? 2. Patron Interactions: • Are patrons respecting each others’ space and boundaries? • Are there noticeable dynamics between patrons of different gender identities? • Do patrons make any comments or display behaviours that suggest a lack of inclusivity or awareness? • Are any patrons showing signs of discomfort or exclusion? 3. Changeroom Use: • Are patrons using gendered spaces without confrontations? • Is there clear signage for gender-neutral options? • Are there any obvious barriers to entry or access? 4. Signs and Communications: • Are there signs or posters regarding inclusivity or anti-discrimination policies for transgender individuals? • Do signs use gender-neutral language and imagery? • Are there any resources posted and available for staff? Observation #1 Date and Time: February 27, 2025 from 7:00pm – 7:30pm Who/What was Observed: General Public, Unstructured Location Observed: City Centre Aquatic Complex, primarily in the public viewing area in front of the guard room, but also walked around facility periodically. Field Notes: 1. Interactions Between Staff/Patrons: • Are staff members engaging with patrons in a welcoming and inclusive way? Lifeguards scanning the pool are generally neutral to patrons A few guards would be friendly and smiling during interactions but for the most part, guards stayed neutral. Despite whatever demeanor, they would quickly deal with whatever issue is brought to them by the patrons Can be mean-sounding when enforcing rules or asking questions (ie. Yelling or tone of voice) • Do staff interact with individuals in a gender-neutral way? Multiple different ways that are gender neutral to address patrons – “Hi everyone,” “Hi there,” “Hey!” “Hey you!” Etc. Lots of guards starting off or getting attention of patrons with “Hey guys” • Are staff members responding appropriately to any potential issues regarding inclusivity? Did not see any examples of this • Do staff appear knowledgeable about gender-inclusive policies? Did not see any examples of this 2. Patron Interactions: • Are patrons respecting each others’ space and boundaries? Noticed two complaints about lane space to the lifeguards Heat areas have a fluctuating number of people, but for the most time, it’s busy with people sitting shoulder to shoulder Saw one patron not following signage and getting spoken to by the lifeguard after swimming underneath the bulkhead twice • Are there noticeable dynamics between patrons of different gender identities? Nothing noticeable. • Do patrons make any comments or display behaviours that suggest a lack of inclusivity or awareness? Did not hear anything as the pool area was very loud. Some guards’ body language seemed closed off, like crossed arms. • Are any patrons showing signs of discomfort or exclusion? Saw several guards complaining about things to the lifeguards, but it was mostly about operations (Ex. Rain drop feature can’t be turned on, hot tub doesn’t feel hot enough, not enough keys in men’s locker room) 3. Changeroom Use: • Are patrons using gendered spaces without confrontations? No issues found. • Is there clear signage for gender-neutral options? Yes, the universal change room has it in big letters. • Are there any obvious barriers to entry or access? The hallway isn’t very wide. 4. Signs and Communications: • Are there signs or posters regarding inclusivity or anti-discrimination policies for transgender individuals? There is a LGBTQIA+ flag colors sticker at the main entrance. Code of Conduct is visible at front desk • Do signs use gender-neutral language and imagery? Signs are gender neutral with their language Imagery in posters and other marketing have diverse genders • Are there any resources posted and available for staff? No. Observation #2 Date and Time: March 6, 2025 from 9:00pm – 9:30pm Who/What was Observed: General Public, Unstructured Location Observed: City Centre Aquatic Complex, in the viewing area by the leisure pool. Field Notes: 1. Interactions Between Staff/Patrons: • Are staff members engaging with patrons in a welcoming and inclusive way? Mostly neutral Some say hello and smile, but minority of them Few guards made small talk with patrons • Do staff interact with individuals in a gender-neutral way? Lots of “Hey guys” Lots of “Hey there buddy/bud” Lots of “Hey there!” Lots of “Hey/Hi!” • Are staff members responding appropriately to any potential issues regarding inclusivity? Did not see any examples of this • Do staff appear knowledgeable about gender-inclusive policies? Did not see any examples of this 2. Patron Interactions: • Are patrons respecting each others’ space and boundaries? Incident - water polo coach complained to supervisor about patron filming underage girls in waterpolo practice • Are there noticeable dynamics between patrons of different gender identities? Yes because of the incident described above • Do patrons make any comments or display behaviours that suggest a lack of inclusivity or awareness? Yes, the incident aforementioned. The man who was filming the underage girls was being inappropriate and lacking awareness Some patrons complainedo Was not able to hear all of them o Most were about facility issues like lockers, looking for where to meet their kid’s instructor, etc. o None about inclusivity/awareness. • Are any patrons showing signs of discomfort or exclusion? The waterpolo coach expressed discomfort One patron was uncomfortable with how “cold” leisure pool was 3. Changeroom Use: • Are patrons using gendered spaces without confrontations? No issues seen • Is there clear signage for gender-neutral options? Yes, universal has big lettering at entrances. • Are there any obvious barriers to entry or access? The hallway from front desk to the changerooms aren’t wide. 4. Signs and Communications: • Are there signs or posters regarding inclusivity or anti-discrimination policies for transgender individuals? There is a LGBTQIA+ flag colors sticker at the main entrance. Code of Conduct is visible at front desk. • Do signs use gender-neutral language and imagery? Signs are gender neutral with their language Imagery in posters and other marketing have diverse genders Observation #3 Date and Time: March 8, 2025 from 1:00pm – 1:30pm Who/What was Observed: General Public, Unstructured Location Observed: City Centre Aquatic Complex, in the lobby seating area. Field Notes: 1. Interactions Between Staff/Patrons: • Are staff members engaging with patrons in a welcoming and inclusive way? Yes, front desk staff would consistently greet staff. Front desk workers were very welcoming • Do staff interact with individuals in a gender-neutral way? Most of the time it’s gender-neutral (Ex. “Hi there, how can I help you?”) Sometimes there would be “Hey guys” but it was always to groups of kids or men. • Are staff members responding appropriately to any potential issues regarding inclusivity? A mother asked what maximum age her son could be to go into the women’s change room (answer is 6 years old), front desk answered her question • Do staff appear knowledgeable about gender-inclusive policies? Yes, front desk staff appeared knowledgeable 2. Patron Interactions: • Are patrons respecting each others’ space and boundaries? Yes, no issues seen. • Are there noticeable dynamics between patrons of different gender identities? No, there were mostly families at this time. • Do patrons make any comments or display behaviours that suggest a lack of inclusivity or awareness? None seen. • Are any patrons showing signs of discomfort or exclusion? One patron was annoyed there was no seating available. 3. Changeroom Use: • Are patrons using gendered spaces without confrontations? There was a line up for universal, but no confrontations otherwise • Is there clear signage for gender-neutral options? Yes, universal has sign in big letters at entrances. • Are there any obvious barriers to entry or access? The hallway is narrow. 4. Signs and Communications: • Are there signs or posters regarding inclusivity or anti-discrimination policies for transgender individuals? There is a LGBTQIA+ flag colors sticker at the main entrance. Code of Conduct is visible at front desk. • Do signs use gender-neutral language and imagery? Signs are gender neutral with their language Imagery in posters and other marketing have diverse genders Appendix 3: Content Analysis Information The general checklist for all documents and content being analyzed for the research paper is as follows: 1. Policies • Trans-inclusive policies • Commitment to inclusion • Legal requirements surrounding trans rights 2. Facility-Related • Gender-neutral facilities • Privacy and safety considerations for trans individuals 3. Programs, Events & Services • Inclusive programming/events • Gender segregation • Trans-specific 4. Staff Training • Guidelines for trans-related concerns • Diversity and inclusion training opportunities 5. Feedback • Ways to receive feedback The following are all documents analyzed for the research project: 1) Document: Internal Website - CorqBoard Accessed: Saturday, March 8, 2025 at 2:00pm via computer station in guard room. • Links to all policies Field Notes 2) Document: External Website – Coquitlam.ca Accessed: Sunday, March 9, 2025 at 9:00pm via personal laptop. Field Notes: • Coquitlam is developing their own Accessibility and Inclusion plan (City of Coquitlam) • Equity, diversity and inclusion web page (City of Coquitlam) • Provides links to resources for LGBT2SQ+ such as Tri-Cities Pride Society, 2 Spirits of BC, DSU Pride Collective, etc. (City of Coquitlam) • Has information on how to report hate crimes and incident (City of Coquitlam) • Has a link to a feedback form (City of Coquitlam) • Some LGBTQ+ events such as LGBTQ+ History Zine Night 3) Document: Pool Safety Plan Accessed: Saturday, March 8, 2025 at 2:30pm via physical copy in guard room. Field Notes: • Mostly dealt with pool operations Mostly a guideline for lifeguard and other aquatic and maintenance staff Contains contact list, emergency procedures and responses, maintenance information, lifeguard procedures, etc. • The only mention of trans-inclusivity is was indirectly, about how people can choose to use whatever changeroom they identify with. 4) Document: Respectful Workplace Policy Accessed: Saturday, March 8, 2025 at 3:00pm via computer station in guard room. Field Notes: • Mentions that discrimination will not be tolerated • Goes through process of hierarchy for reporting 5) Document: Code of Conduct (City of Coquitlam) Accessed: Saturday, March 8, 2025 at 3:00pm via computer station in guard room. Field Notes: • Mentions bylaws that affect Code of Conduct • Exact policy (City of Coquitlam): Be respectful when interacting with staff and other users Use parks and facilities only for their intended purpose Follow all City rules, policies and standards which are posted in parks and facilities and on the City website Be cooperative when staff are responding to and investigating concerns or complaints • Goes over reasons for policy • Goes over guiding principals References City of Coquitlam. (n.d.). Accessibility and Inclusion Plan | Coquitlam, BC. https://letstalkcoquitlam.ca/accessibilityplan (List B) City of Coquitlam. (n.d.). Code of Conduct | Coquitlam, BC. https://www.coquitlam.ca/337/Code-of-Conduct (List B) City of Coquitlam. (n.d.). Equity, Diversity and Inclusion | Coquitlam, BC. https://coquitlam.ca/1086/Equity-Diversity-and-Inclusion (List B) City of Coquitlam. (n.d.). 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Statistics Canada. https://www150.statcan.gc.ca/n1/daily-quotidien/220427/dq220427b-eng.htm (List C) Statistics Canada. (2025, February 5). Sex at birth and gender – 2021 Census promotional material. Statistics Canada. https://www.statcan.gc.ca/en/census/census-engagement/communitysupporter/sex-birth-gender (List C) Theriault, D. (2017). Implementation of Promising Practices for LGBTQ Inclusion: A Multilevel Process. Journal of Park & Recreation Administration, 35(3), 123–135. https://doi.org/10.18666/JPRA-2017-V35-I3-7702 (List A) Vo, T. D. (2021). Gaps in Safety within LGBTQ+ Leisure Spaces for Diverse LGBTQ+ People: White Homonormativity and Considerations for Inclusion in Safe Spaces. Social Work & Policy Studies, 4(1), 1–13. (List A) Wilson, K., Stinchcombe, A., & Regalado, S. M. (2021). LGBTQ+ Aging Research in Canada: A 30-Year Scoping Review of the Literature. Geriatrics, 6(2), 60. https://doi.org/10.3390/geriatrics6020060 (List A)