Division II conferences and schools can strengthen their game day experience through the division’s Make Game Day Yours initiative that launched at the 2022 NCAA Convention. The initiative is intended to provide a more positive game environment and provide excellent customer service at the division’s athletics events.
Division II worked with the Disney Institute and a group of 21 individuals from the Division II membership to create a baseline guest service training and game environment standards for administrators and game managers to promote appropriate fan behavior at Division II contests. The initiative includes learning tools that define a positive game environment for Division II regular-season and championship contests, conflict resolution training and eight one-day regional training sessions for Division II schools and conferences to attend through 2023. Read about the division’s first regional training session that occurred in January 2022 for Midwest region administrators here.
The Make Game Day Yours initiative centers on the following common purpose for the Division II game day experience:
We create a respectful and engaging educational environment through athletics, for everyone.
To have the best possible game environment, the initiative focuses on four service standards and behaviors:
- Safety: Providing an environment for the health and wellbeing of our student-athletes and all others.
- Responsiveness: Anticipating and effectively addressing situations that arise.
- Dignity: Demonstrating respect and value for others.
- Experience: Creating a positive atmosphere.
The initiative also offers a conflict resolution tool for the membership to use in situations that require a discussion with a fan. The tool, known as LEAD2, encourages administrators to:
- Listen
- Empathize
- Apologize
- Decide
- Deliver
In early 2023, Division II University modules will be available for each school and conference office to evaluate, learn and improve game environment and customer service standards, with a focus on encouraging and supporting appropriate fan behavior.
