1. Supporter Liaison Officer Developing the role in Norway based on the European experience Oslo, 15 March 2016

2. UEFA CL&FFP Regulations Art. 35 - Supporter Liaison Officer 1.The license applicant must have appointed a supporter liaison officer to act as the key contact point for supporters. 2.The supporter liaison officer will regularly meet and collaborate with the relevant club personnel on all related matters.

3. Introduction Article 35 came into effect at the beginning of the 2012/13 season. Most national associations have not only adopted Article 35 in their domestic club licensing regulations but have also extended it to cover more clubs (Italy - 107 clubs). SLO requirement extends to over 1,000 clubs across Europe. Supporters Direct Europe appointed by UEFA to implement the SLO project in 2010.

4. Standard definition of an SLO's role and tasks Supporter Liaison Officers (SLOs) work for the club and are a bridge between the fans and the club, helping to improve the dialogue between the two sides. Their work is dependent on the information they receive from both sides and the credibility they enjoy with both parties. SLOs inform fans about relevant decisions made by the club management and, in the other direction, communicate the points of view of fans to the club management. SLOs build relationships not just with various fan groups and initiatives but also with the police and security officers. SLOs engage with SLOs of other clubs before matches to contribute to supporters behaving in accordance with security guidelines.

5. Minimum key responsibilities of the SLO The SLO shall be available as the main point of contact at the club for supporters. The SLO manages the information flow/communications/dialogue between the fans and the club. The SLO liaises and builds relationships with the various supporter groups, other supporter liaison officers, the football association, the league association, the police, etc. The SLO must be credible with fans and should therefore have experience with and contacts to the networks in the fan base at the club.

6. Minimum key responsibilities of the club Ensure SLO is able to attend national association SLO training courses. Provide adequate resources (e.g. office, equipment, accreditation, club email address, etc.). Stage regular meetings between the club management and the SLO. Make provision for regular meetings between the SLO and the various fan groups. Consult the SLO on matters of relevance to fans.

7. Developing the SLO role at club level Three main aspects of SLO work: – Communication: talking to and sharing information with main stakeholders. – Service: helping fans with requests and complaints and advising clubs on fan-related issues. – Prevention: attendance at security meetings to provide input for risk assessments before matches. Close cooperation with security officers and police.

8. Developing the SLO role at club level First set of SLOs are pioneers – a challenge but a worthwhile one. Little understanding of SLO role, so important everyone knows what it involves. – Organise meetings at club level and explain your job to all the major players, e.g. marketing, media, security, ticketing, etc. – Establish contact to external stakeholders. e.g. the police, transport companies, etc. – Organise meetings with supporter groups to explain role. Use the existing resources (handbooks, SD Europe website, Facebook group, @SuppLiaison, etc.). Tasks will vary from club to club.

9. Developing the SLO role at club level Provide offerings for fans (match-going and stay-at-home). – Supporter travel (coaches/trains or lift-sharing at smaller clubs). – Supporter events with players, manager or officials. – Regular fans forums to discuss problems or exchange information. Create lines of communication. – Organise supporters clubs. – Use communication channels such as club and fan websites, message boards, Facebook/Twitter, e-mail, newsletter, stadium announcements, match programme. Build the network at national and international level. – Exchange information with other SLOs. – Work shadowing at other clubs at home and in other countries.

10. Managing expectations "As an SLO, you are the egg- laying, wool- and milk-producing pig of football.“ From Ultras im Abseits? Porträt einer verwegenen Fankultur (Published by Martin Thein and Jannis Linkelmann). SLOs can’t solve every problem! Need freedom to develop the role.

11. Employment status UEFA are convinced clubs will get more out than they put in. – Full-time position represents the optimum solution. – Opportunity to combine role with other positions in the club. – Volunteer role (minimum of three SLOs recommended). – Build a team. – Incorporate SLO/s in club organisation chart, agree a reporting structure.

12. Interaction within the club "Floating role in midfield" (Tobias Larsson, SLO at Swedish top-division club AIK) Club board/owner Communications Ticketing Marketing Merchandise Security Membership Stadium owners

13. Thank you Stuart Dykes, SLO Consultant stuart.dykes@supporters-direct.coop @SuppLiaison