Frequently Asked Questions - COVID-19

Are the indoor pools open?

I am nervous about coming back. What will things look like?

It's completely understandable that you would be a bit nervous. We have created a Templeman Aquatic Centre reopening video to help walk you through what you can expect.

How do I reserve a time for swimming?

You can book a time slot online or by calling 613-966-4632. Payment is required at the time of booking. Tickets will be available for purchase online or by phone prior to arrival only. Drop-ins will not be permitted at this time.

How far in advance can I book a swim?

Swims will be available for booking beginning September 16 for swims starting the week of September 28. Bookings are available in one week increments, always available on the Wednesday at 8:30 a.m.

What if I need to cancel my booking?

If you need to cancel your booking, you can do this by phoning the Customer Service Desk at 613-966-4632, at least 24 hours in advance of your scheduled booking. View our cancellation policy for additional information. 

Will showers, change rooms and washrooms be open in the pool area? 

You will be able to use the change rooms designated for each booking. Showers will be available before pool entry and washrooms will be open. Swimmers must shower and wash before entering the pool. You are able to rinse off when you come out but you have a maximum of 15 minutes after a swim in the change room. Please note: Our change rooms will be on a rotating schedule. You may have to use the family change room. Physical distancing must be maintained. 

When can I register for aqua fitness?

Are the lockers available?

Due to the enhanced cleaning protocols and physical distancing requirements, the lockers are not available. Each person will be given a bin to put their clothes in upon entry and you will carry it out onto the pool deck with you.

What entrance can I use to come into the facility?

Aquatic users will line up on the North wall (beside the pool) outside to enter the east doors.

Will I have to wear a face covering while I'm swimming?

A face covering is required upon entry to the QSWC and in all public/common areas. You can remove your face covering upon entering the shower area and then place it in your bin. You don't need to have a face covering while swimming, except for when you need to speak with staff. Your face covering will need to be put back on once you get past the showers in the change room.

Is there any equipment available for me to use?

At this time, there's no equipment available (except lifejackets, as requested. Lane swimmers may bring their own equipment, provided it has been properly disinfected beforehand).

Can I come and watch my child swim?

There are no spectators allowed at this time in the viewing area. For children under the age of 10, a participating parent must also purchase a ticket and entire the deck in swimming attire.

Will there be swimming lessons?

Yes, a modified swimming lesson format will be provided, beginning the week of October 25, 2020. Pre-registration is required for all programs (online or by phone registration) starting the week of October 13. More information on the gradual reopening of services can be found.

When will arenas be opening?

How many people are allowed on the ice?

The maximum number allowed on the ice is 26 (including coaches/managers and instructors). 

Am I allowed to bring spectators with me to my ice booking?

At this time, spectators are not allowed.

Can I help my child get ready?

For the first two weeks, there will be no spectators allowed. Children under 13 can be escorted into the building by a parent to assist them with skates. The parent must then leave the facility (some exceptions may be made). Chairs will be provided for parents to assist with skates outside the dressing room. Parents can then come after the ice time to assist their child with taking the skates off.

Will dressing rooms and showers be available?

Dressing rooms will be available 15 minutes before and after the scheduled ice time. Physical distancing of at least 6 feet/2 metres must be maintained at all times. Showers will NOT be available at this time.

Are we allowed in the building before our rental? 

Participants are only allowed 15 minutes prior to the rental and must be with their team. Groups will need to vacate the facility within 15 minutes once their ice time has finished. 

Will I have to wear a face covering or mask?

You will have to wear a face covering/mask as soon as  you enter the QSWC, up until the time you put your helmet on. After you leave the ice and take your helmet off, the face covering/mask must be worn. If you are participating in an ice activity where a helmet is not worn, you must keep the face covering/mask on until you go onto the ice (eg. figure skating). 

Can I book a birthday party at the Quinte Sports & Wellness Centre?

Are the boat launches open? 

As of May 8, the boat launches at South George Street and Herchimer opened. 

Can I rent a community centre? 

At this time we are not renting our Community Centres. We are targeting the end of September for rentals at Parkdale Community Centre 

Can I rent a room at the QSWC? 

At this time we are not renting our meeting rooms at the QSWC. 

Can I rent a picnic site?

Yes we are renting selected outdoor space.  Please contact our office at 613-966-4632 or fill out a facility request form.

Can I rent a sports field?

We are renting selected sports fields.  Please contact our office at 613-966-4632 or fill out a facility request form.

What are the entrance guidelines for the arenas? 

We have a number of guidelines to assist user groups when they return to the ice.

• We will have a staging area outside of the arena for everyone to get ready to go inside the facility. If it is inclement weather you may wait in your car until your designated entry time.( For the first two weeks the entrance/exit will be the West Main Entrance.)
• All coaches/organizers must ensure they screen all members of their group
• It is the coaches/organizers responsibility to ensure they have the names and numbers of everyone in their group for contact tracing (in case of a positive COVID-19 case). We ask that you keep this list for 30 days
• Face coverings or masks must be worn by all persons entering and leaving the facility. (Health exemptions may apply). Face covering/masks can be taken off once your helmet is put on in the arena. Any participant on the ice/bench who is not wearing a helmet must wear a mask.
• Please sanitize upon entering
• Players and coaches will be allowed to enter the facility 15 minutes before ice rental and must be out of the facility 15 minutes after the end of their ice time.  This will be a very strict rule. The doors will be locked until the group is able to enter and will be re-locked once the group has entered the facility.
• First two weeks there will be no spectators allowed. Children under 13 can be escorted into the building by a parent to assist with skates. Then parent must leave the facility (some exceptions may be made).
• Chairs will be provided for parents to assist with skates outside the dressing room.
• Showers will not be available.  Washrooms for participants and spectators (when permitted) will be located in designated dressing rooms.
• We recommend that users come dressed in equipment (skates/goalie pads may be put on once in the arena).  Users will only be allowed into the building 15 minutes prior to the ice rental start time.  This will be a very strict rule.  Skate guards are recommended.  Dressing rooms will not be locked and doors will be kept open.  Valuables should be left at home.
• Dressing Rooms –Max is 11 players per dressing room and each player must always be 6 feet apart to maintain physical distancing (this is subject to change).
• There will be markings in the dressing rooms to indicate where participants should sit to maintain 6’ physical distancing.
• Max amount of participants on the ice is 26 in total (including Coaches/Managers).  Currently the total max in the arena (including spectators) is 50 people.
• Coaches must wear a mask if they are not wearing a helmet
• A max of 5 players on the players benches at all times
• Players / coaches/visitors will only have 15 minutes to vacate the facility once the ice rental time is finished.  This will be a very strict rule. 
• If necessary, for children 13 years and under, 1 parent/guardian may enter the facility with the player, assist with helmet and skates and exit the facility when player is dressed. 
• If necessary, 1 parent/guardian can return to the facility at the end of the ice time to assist with helmet and skate removal.  All parents/guardians and players must leave the facility 15 minutes after ice time.
• The team will exit the facility the same door they entered. (The first two weeks will be Main West Entrance door)
• Players 14 years and over are asked to enter the facility without a parent or guardian
• Water fountains are closed so bring your own water bottles pre-filled.
• Players should have clearly labelled water bottles.  Water bottles should be washed after each ice time and should not be shared.  Food/drinks are not permitted (other than water bottles) or due to medical reasons.
• Players must not spit, blow their nose freely or release any bodily fluid anywhere in the facility. Player(s) not following this rule will be asked to leave and may result in cancellation of ice use privilege
• Please ensure players and families place all garbage, tape, disposable bottles in the garbage pails provided.
• Please ensure participants remove all their belongings from the dressing room and ice area when leaving.  
• For participants skating on the ice they must choose a cohort/bubble of 50 and they cannot skate with any other cohort/group. This rule pertains to all user groups. (ie if you are skating in a group on Thursday nights your cannot also skate in a group on Monday mornings. For leagues they can only have 4 teams of 11. Only those 4 teams can play each other. )
• We expect anyone using our facility will be respectful to our staff and other members using the facility. If anyone exhibits inappropriate behavior (i.e. swearing, angry, aggressive communication, inappropriate written material etc.) they will be asked to leave.

What are the entrance guidelines for the Templeman Aquatic Centre?

Due to COVID-19, there are a number of protocols in place. Guidelines may be updated as required.

Entry into the QSWC will only be permitted 15-minutes prior to your scheduled swim time

Entrance Guidelines

• Aquatic users will line up on the North wall (beside the pool), outside, to enter the East doors.
• Masks are required upon entry into the QSWC.
• Upon arrival, swimmers will be checked-in by security, pre-screened and provided a bin to place their belongings into. Staff will provide swimmers with an appropriate band (if required).
• Patrons must enter their “assigned” change room, change, while respecting
• Physical distancing, place belongings into the provided bin (as lockers are not available), and line-up for a shower (following the markings on the floor).
• Place your bin in front of an available shower, remove your mask, shower, and then proceed to the 
• pool deck with your bin (no masks required from this point).
• Follow staff directions and floor markings to put your bin in its’ designated spot. After dropping off
• your bin, proceed directly to the pool.

Swimming Guidelines

• While in the pool, you must remain in your designated lane or within your family bubble and respect, others’ 2m distance space.
• In each lane, a maximum of 2 swimmers will be permitted, unless the swimmers are all from the same household (in which case additional swimmers can share the lane space).
• If stopping/resting is required, please stop and stay as tight to the corner as possible and try to only stop at alternate ends from the other lane swimmer.
• Upon completion of your swim, return to your bin and re-don your mask at this point.
• We ask that all patrons shower at home following their swim and change and exit the building in a timely manner (maximum 15-minutes).

Special Notes

• If, at any point, you have a question for a staff, you must wear your mask prior to approaching them.
• Bather load maximums will be reduced, depending on the pool and swim type.
• No equipment will be available (except Lifejackets, as requested). Lane swimmers may bring their own equipment, provided it has been properly disinfected beforehand).
• The spectator area will be CLOSED.
• During recreational swims, all children under the age of ten will be required to have a participating parent also purchase a ticket and enter the deck in swimming attire.
• For rental groups, with minor children, parents will be required to assist their child in the change room, as needed, and then wait in the designated area.

What is currently opened and closed at the Quinte Sports & Wellness Centre? 

The following facilities/programs are open or are opening soon. Refer to the most up to date Reopening Plan for information.

• Wally Dever Arena (September 14)
• Templeman Aquatic Centre (September 28)
• FDC Arena (end of September)
• Sport field bookings
• Park/picnic bookings
• Aqua Fitness Programs (October 13)
• Fitness in Parks (week of September 8)

At this time, the following areas remain closed:

• Workout Studio
• Aerobic and Yoga Studio
• Gymnasium
• FDC Indoor Track
• 50+ Centre
• Youth Room
• Pre-school Room
• Meeting Rooms
• Parkdale Community Centre

What cleaning protocols do you have in place at the QSWC?

Enhanced cleaning and sanitation will take place throughout the building. High touch areas such as doors, pinpads, sinks, player’s benches and railings will be cleaned between bookings.

Will I need to apply hand sanitizer immediately upon entry and upon leaving the QSWC?

You will be asked to hand sanitize upon entry into the building. Hand sanitizing stations will be positioned throughout the Centre. Upon leaving the building, we encourage you to hand sanitize.

What will I do when I arrive?

When you arrive at your designated entrance, you will be allowed into the building 15 minutes before your scheduled activity/booking. Security will ensure you are on the attendance list, ensure you are wearing a face covering and will ask you the screening questions. From there, you will go to your activity.

To ensure physical distancing, what is the capacity in each area?

The capacities within the building vary. Each area will have a sign with the posted capacity.

Can I use the water fountains?

Water fountains are closed so we encourage you to bring your own water bottles pre-filled.  Players/participants should have clearly labelled water bottles.  Water bottles should be washed after each ice time and should not be shared. 

What health and safety measures has the QSWC put in place?

The health and safety of our clients, public and staff continues to be our priority today and every day.  Each activity area will have specific guidelines related to that function. Additional Measures We Are Taking: 

• Increasing our cleaning and disinfection protocols, especially in high touch areas

• Placing signage with public health reminders

• Encouraging contactless payment methods (use of debit or credit, instead of cash)

• Complying with all public health guidelines and updating our procedures as changes are made

• Ensuring staff is wearing the necessary personal protective equipment related to COVID-19

• Changing workstations/facility areas to ensure physical distancing is being respected

We thank you for your patience as we continue to navigate our way through these changes.

My program was cancelled. Will I get a refund?

All program participants will receive a credit on their account for any cancellations as a result of COVID-19. Clients can request a refund by calling 613-966-4632.

Will there be programs in the fall? 

Due to COVID-19 and the uncertainty over when facilities would reopen to the public, two mini sessions for Fall were created. Fall Session ‘A’ focuses on outdoor classes at our local parks including children’s programming, fitness and personal training classes along with virtual programming.

On September 28, recreational swims at the Templeman Aquatic Centre are set to begin, followed by Aqua Fitness programs beginning October 13. 

Fall Session ‘A’ Recreation Program Registration (session runs September 8 to October 9)
August 27, 2020 for City Taxpayers • August 31, 2020 for Non-City Taxpayers 

Aqua Fit Program Registration (session runs October 13 to December 17)
August 27, 2020 for City Taxpayers • August 31, 2020 for Non-City Taxpayers 

Recreational Swim Registration (schedule runs September 28 to October 11)
September 16, 2020 - Clients can register in one-week increments.

The selection of programs is available in the Recreation, Culture & Community Services Activity Guide, available online and through alternate format upon request. With the situation changing constantly, this provides staff with the flexibility to make changes if required, due to the pandemic. 

Pre-registration is required for all Fall programs, including recreational swims. There will be no in person drop-ins permitted. Clients are encouraged to visit our website for new COVID-19 safety protocols and entrance guidelines, along with frequently asked questions. 

Fall Session ‘B’ will run from October 25 to December 19 with registration beginning the week of October 13. More details on the programs being offered for this session and registration details will follow. 

Is the walking track open? 

At this time we are not opening the walking track.  Please check our website for updates. 

Is the gymnasium open? 

At this time we are not opening the gymnasium.  Please check our website for updates. 

Can I drop-in for a program?

At this time we are not allowing drop-ins.  You can register for only one class if space is available and can use your drop in passes and vouchers when pre-registering. 

Can I register for only the fitness classes I can attend rather than the whole session? 

Yes, you can pay per class, if space is available. Pre- registration is still required. 

How do I sign up for a program?

You can sign up online or over the phone at 613-966-4632 with our customer service representative.

Do we have to wear a face covering or mask when exercising? 

Face covering/masks are required as soon as you enter the building and until your class starts.  If you leave the area you must put your mask on. Physical distancing of at least 6 feet/2 metres must be maintained 

Is the 50+ Centre open? 

At this time we are not offering programming in our 50+ Centre but we are doing some programs via Zoom and in our parks.  Please call 613-966-4632 to get more information. 

Are the City's splash pads open?

On June 30, 2020, the splash pads opened to the public. Splash pads are available at Kinsmen, Parkdale and West Riverside. See splash pad hours.