2

Contents 1.0 Welcome .........................................................3

2.0 Introduction to the Organisation ................4

2.1 Events Management Queensland ...............4

2.2 Organisational Chart ....................................5

3.0 Our Events .......................................................6

3.1 Gold Coast Airport Marathon ......................6

3.2 Pan Pacific Masters Games .........................7

3.3 Great Barrier Reef Masters Games .............8

4.0 Events Management Queensland Volunteer Program .................................................................9

4.1 The importance of volunteers ...........................9

4.2 Why volunteer at EMQ? ....................................9

4.3 Position Descriptions ........................................10

4.4 Recruitment and Selection................................10

4.5 My Volunteer Page ............................................10

4.6 Getting around My Volunteer Page ..................11

4.7 Working Hours and Rosters ..............................11

4.8 Sign In/Out Procedure .......................................12

4.9 Meal Breaks ...................................................... 12

4.10 Insurance ......................................................... 12

4.11 Travel and Parking ........................................... 12

4.12 Uniforms .......................................................... 12

4.13 Recognition ..................................................... 13

4.14 Feedback ......................................................... 13

4.15 Volunteer Agreement ...................................... 14

4.16 Harassment Policy........................................... 16

4.16.1 Grievance Procedure ............................... 18

4.17 Workplace Health and Safety Policy .............. 18

4.17.1 Incident reporting ................................... 19

4.17.2 Evacuation Procedures ........................... 20

4.17.3 Contacting Emergency Services/Personnel .20

4.17.4 First Aid ................................................... 20

5.0 Frequently Asked Questions ....................... 21

6.0 Useful Contacts .............................................. 22

3

Welcome!In 2013 we staged another spectacular Gold Coast Airport Marathon with a staggering 27,000 participants from every state and territory in Australia and 39 other countries. On the back of the 2013 success, the event became the first and only Australian marathon to be granted a Gold Label status by the International Association of Athletic Federations, the highest status an international marathon can achieve.

Achieving such fantastic outcomes resulted from a huge effort by all event personnel, of which over 1,200 were volunteers. Our volunteers play key roles in administration, registrations, marketing, operations and sport services all of which contribute to the overall quality of the event delivery and the event experience for our participants. Without the valuable contribution of volunteers, the Gold Coast Airport Marathon would be very different.

As you commence your volunteering experience with us, please take the time to review and understand the event, our policies, and procedures outlined in this manual. It will help us to help you have a rewarding volunteering experience as part of the 2014 Gold Coast Airport Marathon.

On behalf of the board and staff of Events Management Queensland, I thank you in advance for your contributions.

Kind regards,

Cameron HartGENERAL MANAGER

4

2.0 Introduction to the Organisation2.1 Events Management Queensland

Events Management Queensland (EMQ) is a major event management company wholly owned by the Queensland Government as part of the Tourism and Events Queensland Group. Events Queensland was established in 1989 with a specific charter to create significant economic activity and lift the national and international profile of Queensland through securing and hosting major world class events. It is through that charter that Events Queensland Gold Coast (EQGC) was created in 1997 and manages events ‘owned’ by the Queensland Government, rather than only those events supported by funding through Events Queensland.

Recently, Events Queensland and Tourism Queensland have merged to create the new entity Tourism and Events Queensland (TEQ). As a result, EQGC is now referred to as Events Management Queensland.

Managers of the annual Gold Coast Airport Marathon and the biennial Pan Pacific Masters Games and Great Barrier Reef Masters Games, Events Management Queensland produces high profile, mass participation sporting events that maximise economic impact. These events, which showcase Queensland, provide an enjoyable and memorable experience for all participants.

These world class events are considered by the Australian sporting community as iconic and are strongly supported by local councils, bringing thousands of competitors and millions of dollars into Queensland and the Gold Coast each year.

5

2.2 Organisational Chart

ExecutiveAssistant

OperationsManager

OperationsCoordinator

OperationsOfficer

OperationsOfficer

Sport ServicesManager

Sport ServicesCoordinator

Marketing & Communications

Manager

Marketing & Communications

Officer

MarketingExecutive

Registrations & IT Manager

RegistrationsCoordinator

Commercial Manager

Office Manager

General Manager

6

3.0 Our Events 3.1 Gold Coast Airport Marathon

The Gold Coast Airport Marathon (GCAM) is in its 36th year and is recognised as the fastest course of its kind and as having one of the largest prize pools of any IAAF and AIMS accredited course in Australia. The Gold Coast Airport Marathon is also recognised by the IAAF and AIMS as a course that meets the technical requirements for Olympic qualifying time or world record time to be set. In addition, following the success of the 2013 event, the Gold Coast Airport Marathon was awarded an IAAF Road Race Gold Label for 2014 elevating it to one of the premier marathon races in the world. This was the first time an Australian marathon race achieved this status. To be such a course is a testament to the quality and reputation of the event.

The GCAM incorporates a full Marathon, Half Marathon, Wheelchair Half Marathon, 10km Run, 5.7km Challenge and two Junior Dash events for children under 14. The event attracts participants from all around the world and is growing rapidly with more than 28,000 participants expected in 2014.

All courses are run adjacent to either the Gold Coast Broadwater or Pacific Ocean and offer some of the most pleasant and picturesque running conditions in the world. Events Management Queensland has worked tirelessly to secure the long term future and continued growth of this great international event.

7

3.2 Pan Pacific Masters Games

The Pan Pacific Masters Games, formerly known as the Asia Pacific Masters Games, has been held on the Gold Coast every two years since 1998. In 2012, there were over 12,000 participants from all around the world who competed in the 38 sports on offer including the individual pursuits of athletics, swimming and martial arts as well as team sports such as baseball, rugby, soccer, basketball and softball.

Throughout the Pan Pacific Masters Games, the Games Village becomes the focal point for participants. The Games Village provides a meeting venue for participants, as well as being the Games’ entertainment and food and beverage headquarters.

No qualifying standards or times are required to enter the Masters Games; all participants must simply meet the minimum age requirement for their respective sport, which for the majority of sports is 30 years of age.

8

3.3 Great Barrier Reef Masters Games

The inaugural Great Barrier Reef Masters Games was held from 8 to 11 August 2013 in Cairns, Queensland - one of Australia’s most popular holiday destinations.

In 2013, more than 1,600 masters-aged men and women from Australia, Oceania and South East Asia converged on stunning Tropical North Queensland to take part in the history-making event.

Using a similar blend of sports and entertainment programs as the Pan Pacific Masters Games, this exciting new event saw participants compete in 17 individual and team sports across four massive days of masters competition.

The Great Barrier Reef Masters Games is a celebration of masters sport with both fierce and friendly competition as participants compete in their own age group with no qualifying standards to enter. The only criterion for entry is a minimum age for each sport, which for the majority is 30 years of age.

.

9

4.0 Events Management Queensland Volunteer Program4.1 The importance of volunteers

As a not for profit organisation we would not be able to run our events without volunteers. The time and resources given by our team of dedicated volunteers ensures that our events are a success each year.

Of course, the benefits are not just entirely for EMQ – volunteering is a terrific way to meet a variety of people from all walks of life. You will have fun while at the same time you are giving back to the community.

4.2 Why volunteer at EMQ?

Each person will have a different motivation to volunteer. It could be your want to get active and make a difference that benefits your community, to meeting new people or gaining work experience to supplement your study.

Each year there are many returning volunteers mixed with a number of new faces and it is common that volunteers surprise themselves with what they achieve during their experience.

Many of our volunteers have been able to develop useful work-related skills, by furthering their training from universities, colleges and TAFE, and used volunteering as practical experience in furthering their careers.

A few reasons to volunteer:• Try something different and new• Opportunities to develop friendships• Learn new skills• Challenge one’s personal confidence• Gain credit for university placements, experience and contacts within the

events industry• Experience for future employment within the industry

10

4.3 Position Descriptions

You will be provided with a position description for your role. All position descriptions are available on your “My Volunteer Page” and you will be able to access once you create a volunteer profile.

4.4 Recruitment and Selection

The recruitment process depends on the type of volunteer role you are applying for. Internships are available in the marketing, operations, registrations and sport services departments each year, in particular for the Gold Coast Airport Marathon.

These internships are 3 - 6 months in length and are designed for tertiary-level students to gain experience and skills in the event industry. Students work on a specific project or task and assist staff members in the department to organise and deliver the plans. Certain roles also involve some training and supervision of other volunteers.

Internships are treated similarly to a job application. Once intern applications close, applicants are short-listed and interviewed by the department manager. Unsuccessful intern applicants are offered a volunteer role where possible.

To obtain a general volunteer role, you must be able to attend the appropriate training session and commit to the minimum number of shifts required. Some roles also require specific skills and abilities which are outlined in the position descriptions.

4.5 My Volunteer Page

Every volunteer who signs up online is required to create a username and password for “My Volunteer Page”. Once you have signed up and created your log in details you are able to view your personal volunteer profile at any time.

From your volunteer profile you are able to access the list of available volunteer roles and select the shifts you are interested in. In addition, you can view a range of useful documents including position descriptions, information sheets and

11

the volunteer manual. Importantly, this is where you will be assigned your shifts and where you can view and print your roster.

The majority of correspondence will be through “My Volunteer Page”; however if a volunteer does not have access to the internet they will be contacted via mail. If you have any problems using the system please contact the volunteer coordinator.

4.6 Getting around My Volunteer Page

• Home - return to the Home Page where you can see a summary of upcoming shifts and whether or not you have commitments to confirm

• Sign-Up - sign up for shifts

• Assignments - display activity assignments and confirm, decline and generate/print your schedule

• Hours Log - display logged hours

• Contact - send email to volunteer coordinator

• Reports - view hours reports and summaries

• My Profile - edit/update your profile

4.7 Working Hours and Rosters

Volunteer shifts are listed on ‘My Volunteer Page’ and volunteers are asked to sign up to the shifts they are interested in. This provides all relevant information about the length, time and location of shifts and duties involved.

Once sign up closes then volunteers are assigned shifts based on their preferences. Every effort is made to allocate volunteers their preferences; however this is not always possible. Volunteers do have an opportunity to confirm or change shifts once they have been allocated.

12

4.8 Sign in/ Out Procedure

At each venue there will be a sign in/ out point, referred to as “Volunteer Check In”. At the beginning of each shift you will required to sign in and similarly you will need to sign out when you leave each day.

4.9 Meal Breaks

Meals or an $8.00 meal allowance are provided for volunteers who work a full 6 hour shift or over. Tea, coffee and water are also available. Specific break times have been set according to the area you are working in. You will be advised of your break times when you begin your shift and we ask for you to be mindful of the time and other volunteers, as due to the staggering of breaks they can not leave for their break until you return.

4.10 Insurance

Public liability and accident insurance is provided for volunteers engaged in volunteer work for Events Management Queensland.

4.11 Travel and Parking

Where possible, we provide free parking for volunteers at all work locations. More information on parking will be supplied closer to the event. Traffic infringements, parking fines and all other travel expenses are not reimbursed and are at your expense.

4.12 Uniforms

Each volunteer receives an event shirt, identifying you as a member of the event team. This shirt is to be worn at all times during each shift. Depending on the temperature you may need to wear a long-sleeved shirt underneath. The number of shifts you are working over the event period will determine the number of event shirts you are issued. We request you wear

13

black pants or black shorts with your event shirt.

Your shoes must be presentable and practical; please do not wear thongs or open-toed shoes. If you are on-site, clean sneakers are suitable. If you wear incorrect footwear you will be asked to change them. If you are unable to adhere to these conditions, and it is deemed to be unsafe, you will be dismissed from your allocated shift.

4.13 Recognition

Traditionally after each event the Events Management Queensland team hosts a volunteer thank you function. This is to show our appreciation for your commitment, dedication, hard work and great contribution to the success of our events. All volunteers receive a Certificate of Appreciation and a statement of service is available upon request.

4.14 Feedback

EMQ values your contribution to the event and we would like to ensure you are satisfied with your role. A survey is sent out post-event and it is greatly appreciated if you take the time to complete. We aim to continually improve and your feedback is valued and taken into consideration.

14

4.15 Volunteer Agreement

The team at Events Management Queensland would like to thank you for your commitment, dedication and enthusiasm. We recognise the success of our events could not be achieved without volunteers’ support; we look forward to working with you to ensure your volunteering experience is as rewarding as possible.

The purpose of the volunteer agreement is to describe the arrangement between Events Management Queensland and Volunteer as signed below.

Part 1: Events Management Queensland

Events Management Queensland agrees to: -

• Provide a position description outlining duties and responsibilities

• Provide appropriate orientation, training and supervision to ensure you can complete assigned tasks to the best of your ability

• Provide a healthy and safe working environment

• To provide adequate insurance cover while you undertake approved volunteer tasks

• To reimburse you for parking when free parking is not available

• To resolve any concerns or grievances you may have while volunteering with us in a manner that is fair to all involved

• Provide feedback on volunteering efforts and achievements

15

Part 2: The Volunteer

As a volunteer I agree to:-

• Perform my volunteering role to the best of my ability and display a willingness to assist with any task required

• Follow the guidance and directions from my supervisor, team leader or EMQ staff members

• Follow the policies and procedures

• Act in good faith in the interest of EMQ and protect the confidential nature of information that may be acquired during the course of duties

• Take pride in my personal appearance and adhere to the dress standards

• Work in a manner that is conscientious and safe for myself, other volunteers, EMQ staff and members of the public

• Undertake the necessary training required to perform my role effectively

16

4.16 Harassment Policy

Events Management Queensland workplace goal:

Events Management Queensland encourages employees to work together to maintain an environment where all employees, contractors and members of the public can feel safe and free from harassment. This environment enables a celebration of diversity, and encourages individuals to treat each other equally and with respect.

Policy

Harassment is any form of behaviour that is unsolicited, unwelcome, uninvited and unreciprocated, which may cause offence or distress to a reasonable person. Harassment may occur between any individuals, employees of any position, customers, visitors or contractors at the workplace. This includes conduct which occurs in the workplace or in connection with work, for example at a social function, a Christmas party or at a work function during or outside of work hours.

Harassment includes discrimination including pregnancy or potential pregnancy discrimination, sexual harassment, bullying or behaviours that are considered offensive, belittling or threatening by any reasonable person. It may be verbal, non-verbal or physical behaviour which repeatedly causes the person to feel offended, humiliated or intimidated and which will also create an intimidating, hostile or offensive environment.

For harassment to occur an employee does not have to intend to harass another person. What is offensive to one person may not be offensive to another. Therefore, employees must maintain an awareness of their own behaviour.

To assist employees to maintain an environment that is safe and free from harassment, Events Management Queensland provides information and support through various sources;

• at general orientation

• through various training courses

• the grievance procedure

17

• regular monitoring and review of work practices in consultation with employees

• the workplace health and safety officer

In Queensland, there is a range of anti-discrimination, equal opportunity and workplace health and safety laws which prohibit workplace harassment. Employees have a responsibility to prevent workplace harassment by ensuring their behaviour does not offend, humiliate or intimidate another person.

The anti-discrimination laws make the person who committed the discrimination personally responsible. Under Section 105 of the Sex Discrimination Act, if an individual “caused, instructed, induced, aided or permitted” an individual to commit an unlawful act, the individual can be held liable. Consequently, an employee can be held liable under this section if they were aware that sexual harassment was occurring, turned a blind eye to the situation and thereby allowed it to continue.

Employees have a responsibility to promptly raise suspected incidents of harassment when it is witnessed or if they become aware of it. Employees can use the grievance procedure to resolve harassment issues. The prompt raising of the issue helps to maintain a safe environment.

Allegations of harassment may result in an Incident Investigation. Appropriate action will be taken based on the outcome of the investigation. This action may include coaching or counselling, an apology, an undertaking that the behaviour will not occur again, training, work adjustments or disciplinary action up to and including dismissal.

Information obtained as a result of a grievance being raised must be treated with sensitivity and confidentiality by all parties. The confidentiality of grievances is paramount to resolving any issues and must be respected by employees. Events Management Queensland does not tolerate the raising of false or malicious grievances. Such behaviour may result in disciplinary action up to and including dismissal.

18

4.16.1 Grievance Procedure

A grievance is a real or perceived cause for complaint. EMQ recognises that open communication and feedback are essential elements of a productive and satisfying work environment.

Step 1:

The aggrieved volunteer is encouraged to explore the problem/situation directly with the person(s) involved; clearly outlining what he/she feels should be done to alleviate the situation.

Step 2:

If this is not an option for you discuss the matter directly with the volunteer coordinator, or in the absence of your supervisor.

Step 3:

The parties involved will be asked to comply with the best solution that has been identified by all involved. All information will be treated in the strictest confidence.

4.17 Workplace Health and Safety Policy

Events Management Queensland is committed to providing a safe and healthy environment for its employees, contractors, patrons at its events and all other people who may be affected by its operations. In recognition of this, Events Management Queensland will comply with all relevant legislative requirements, which apply to health and safety and environmental protection.

Events Management Queensland will achieve this by allocating responsibilities for workplace health and safety in regards to the following:

• Providing and maintaining a safe place of work;

19

• Providing and maintaining adequate equipment, facilities, plant and systems of work;

• Providing information, training and supervision for all employees, enabling them to work in a safe and healthy manner;

• Adhering to the requirements contained within its Workplace Health and Safety Plans and Management Systems;

• Investigating the cause of every incident and taking corrective action, irrespective of whether personal or property damage has occurred; and

• Encourage the rehabilitation of injured staff members.

Events Management Queensland believes that the development and maintenance of a safe and healthy workplace requires the commitment of each and every employee. The overall responsibility for the effective management of workplace health and safety rests with EMQ’s senior management.

Managers and supervisors at all levels have key responsibilities to provide and maintain as far as practical a working environment that is safe and healthy and to respond to any accident or incident within the workplace in a timely and effective manner. Employees have a responsibility to work safely, observe all health and safety instructions and promptly report any work accident, injury or health and safety hazard.

Creating and maintaining a safe and healthy working environment involves people at every level of the organisation having an obligation to make sound health and safety practices an integral part of their workplace activities.

4.17.1 Incident Reporting

Occupational injuries and accidents are largely preventable. In order to prevent injury or illness, you are encouraged to inspect your work area and to notify the supervisor or team leader of any potential hazards so necessary action can be taken.

In the event that an injury or accident occurs, you must complete an incident report form; please report directly to your supervisor or team leader who will assist you with completing this form.

20

By reporting an injury/incident you will be assisting us by:

• Determining how the accident, injury or illness occurred

• Addressing the cause so the same accidents do not occur

4.17.2 Evacuation Procedures

All volunteers will receive information on evacuation procedures during on-site induction. In the case of an emergency you will receive instructions from your supervisor or team leader. During an evacuation no volunteer should risk personal safety, finish current tasks or take time to find personal belongings. During an evacuation it is important to: -

• Remain calm

• Listen and respond to instructions

• Move in an orderly fashion to nearest emergency exit and assemble in the designated area

• Wait for confirmation from supervisor or team leader when it is safe to re-enter

4.17.3 Contacting Emergency Services / Personnel

In the case of an emergency, alert your supervisor or team leader immediately. Where possible, contact emergency services by phoning 000.

4.17.4 First Aid

Events Management Queensland provides first aid kits (you will be advised of locations upon an on-site induction). Please ensure you advise your supervisor or team leader of any injuries so an incident report form can be completed.

If urgent medical attention is required please alert your supervisor or team leader immediately so the appropriate event medical provider can be notified.

21

5.0 Frequently Asked QuestionsI don’t have any computer skills, will I still be able to volunteer?

The answer is yes! We have many positions available that do not require the use of a computer. However, if you are looking to further advance your computer skills, there is some job training available.

Can I request to work the same shift as another volunteer?

We understand there are circumstances where it is easier to travel with another volunteer and work the same shift. We make every effort possible to accommodate volunteer needs; we ask in return that you liaise with the volunteer coordinator as early as possible so this can be organised.

Are volunteers able to go home early if it is quiet?

We endeavour to keep volunteers as busy as possible. Please liaise directly with your team leader or supervisor to discuss whether it is suitable for you to leave early, as there may be additional tasks that you can assist with.

Am I able to volunteer if I am not going to be present on the dates of the event?

It is our preference that volunteers are available for the actual event day/s. To be considered for an internship, you must be available for the event days. Some of the general volunteer roles predominantly involve lead-up event preparation. Although we prefer that all volunteers get to experience working during event time first hand, we understand this is not always possible and appreciate any time you can devote to assist with our preparations. There are certain positions where conditions apply on the minimum amount of hours to be considered. This is to accommodate required training and for internal working-efficiency.

22

6.0 Useful Contacts

Events Management Queensland

Ph: (07) 5668 9888

Fax: (07) 5668 9899

Email: info@goldcoastevents.com.au

Physical Address:

Level 2, 105 Upton St

Bundall QLD 4217

Postal Address:

PO Box 4920

GCMC QLD 9726

Volunteer Coordinator

Catherine Wightman

Phone: (07) 5668 9818

Email: catherine@goldcoastevents.com.au