An SLO’s Duties

The SLO’s duties can be split into three areas: home match days, away match days, and between matches.

On home match days:

• In advance of home matches, the SLO should consult with supporter groups re any displays of flags and banners, assist with coordinating procedures for such displays and assist with preparation of any planned on-pitch supporters’ presentations.
• Before the match, the SLO should mingle with supporters in pubs and bars around, and also within the stadium; upon arrival of away supporters‘ coaches, meet the visiting SLO and be available to answer any outstanding questions about the day’s arrangements.
• During the match, the SLO should sit / stand with supporters in standard price accommodation (i.e. not in corporate hospitality or the directors’ box); at not less than 50% of games SLO should sit / stand with supporters in the lowest priced area of the ground. The SLO should encourage support for the team by positively influencing fans and seeking to defuse recognisable tendencies towards violence.
• During half-time, the SLO should circulate among fans in main gathering points or take up a presence at a well-publicised, accessible information point in order to be available to answer any supporter questions and assist with queries and/or problems.
• After the match, the SLO should take up a presence in the vicinity of the information point (or similar contact place) and communicate there with fans, subsequently attend any fan meetings in pubs in the area and, if applicable, any events organised by supporters‘ groups.
• Later, the SLO should summarise any complaints from fans at the match and try to establish the circumstances and underlying reasons for these complaints and any other issues that arose.
• Throughout match day, fans should be able to contact the SLO by mobile phone (voice & SMS).

On away match days:

• The SLO should attend most or all first team away games.
• In advance of the match, the SLO should gather and distribute travel information, including details of meeting places / pubs for away fans, contact the home team’s SLO, provide information for supporters about the upcoming game on the club website, via social media and by e-mail / phone contact with supporters’ groups, etc.
• On the day of the match, the SLO should travel to the away game with supporters, alternating the mode of transport to cover all options over the course of the season.
• Before the match, the SLO should mingle with supporters in pubs and bars around the ground and also within the stadium; upon arrival of coaches (if not personally travelling on them), the SLO should meet supporters as they disembark, meet the host club SLO, be available to answer any outstanding questions about the day’s arrangements and provide a presence for imparting information outside of the away supporters‘ section of the ground.
• During the game, the SLO should have a presence in the supporters’ section and communicate with fans at half-time. After the game, the SLO should take up a presence near the away section exit, communicate with fans as they leave and monitor their departure.
• Later, the SLO should summarise any complaints from fans at the match and try to establish the circumstances and underlying reasons for these complaints and any other issues that arose.

Between matches the SLO should:

• Attend all meetings of organised fans groups, unless the respective organisation indicates that it would prefer such attendance to be by invitation.
• Be available in person at well-publicised set times for supporters to call in and ask questions, i.e. ‘consulting hours’.
• Actively communicate with supporters via letter, e-mail, telephone and through a regular social media presence to promote a positive supporter culture.
• Organise / attend meetings to inform fans about the latest developments at the club, and to deal with fan-related requests and concerns.
• Initiate meetings between supporters and club representatives and institutional representatives (police, stewards, local authorities, etc.) with the aim of improving dialogue between the various parties and their understanding of each other’s roles and views.
• Work with the media, paying special attention to ensuring that supporter liaison work and fans in general are accurately portrayed in the media.
• Contact the SLO of the other club before a game to exchange information of relevance, counteract negative attitudes and prejudices and prevent conflict to fans.
• Act as a point of liaison between club officials and supporters facing a possible stadium ban and ensuring on the supporter’s behalf that due process is followed and that the supporter is made aware of their rights, including in respect of representation and appeal.
• Assist supporter groups with the staging of supporter events, e.g. by arranging for the presence of club staff and/or players.
• Communicate / network with the SLOs of other clubs, attending regional and national meetings where appropriate.