How Clubs Can Make First Contact Easier

Last updated: 14 July 2026 Reviewed as a practical guide, not legal or medical advice

First impression

Make it obvious who people can contact.

A simple inclusion contact can make a big difference. This does not need to be a paid specialist role. It can be a committee member, coach or volunteer who agrees to respond thoughtfully and help the person find the right next step.

Put the contact on your website, social pages and registration information. Use plain language such as: “If you have access or support questions before joining, contact us and we will do our best to help.”

Club habits

Four small changes that help people enquire.

1

Use warm language

Invite questions instead of making families feel they need to justify asking.

2

Reply clearly

Answer what you know, check what you do not know and be honest about limits.

3

Offer a trial

A come and try session can reduce pressure before someone commits to a season.

4

Follow up

After the first session, ask what worked and what would help next time.

What to ask

Ask useful questions without making it feel like an interrogation.

Good questions are practical and respectful. Ask what helps participation, what the participant enjoys, whether a support person is attending, whether there are access needs at the venue and what the club should know for safety.

Avoid asking for medical history unless it is directly relevant to safety or participation. Most people want to be known as a person first.

Club information

Add the details people look for before they contact you.

Venue address, parking and public transport information.
Accessible toilet and change room details.
Photos of the entry, playing area and meeting point.
Session times, age groups and beginner options.
Whether support people can attend.
Who to contact for access questions.
Costs, trial options and equipment expectations.

These details help everyone, not only people with disability.

Questions people ask

Helpful questions

Does every club need an inclusion officer?

Not necessarily. What matters is that someone is responsible for responding well to access and support questions.

What if the club is small and run by volunteers?

Small clubs can still be welcoming. Start with clear contact details, honest information and a willingness to make simple adjustments.

Should clubs promise they can support everyone?

No. It is better to be honest than to overpromise. A respectful “we need to check how we can support this” is better than a vague yes.

What should a club put on its website?

List the best contact person, venue access basics, toilets, parking, session times, beginner options and a simple invitation for people to ask about access needs.

How fast should a club reply?

A quick reply helps, even if the answer is not complete. Let the person know you are checking details and when you will get back to them.

What if the club is not sure it can support someone?

Be honest, ask what support is needed, check safety and look for options. If it is not workable, suggest a more suitable contact where possible.

Also useful

How clubs can make first contact easier.

Make it obvious who people can contact.

Four small changes that help people enquire.

Use warm language

Reply clearly

Offer a trial

Follow up

Ask useful questions without making it feel like an interrogation.

Add the details people look for before they contact you.

Helpful questions

Related resources

Inclusive sport best practice

For coaches

Questions families may ask