Venue Workforce Manager, Deputy Venue Workforce Manager & Venue Workforce Assistant Training

WELCOME!!!

First off, we would like to say THANK YOU and WELCOME to the Volunteer Workforce Management team!!!

We are excited to have you join our team as we gear up to welcome close to 7,000 athletes from approximately 170 different countries as they compete in 25 Olympic-style sports in the 9 days of competition (July 25 – August 2).

We know the Games will be a memorable experience and we are excited that you have chosen to get involved to make a difference in the lives of the thousands of Special Olympics athletes!

TRAINING AGENDA

THIS TRAINING WILL COVER:

• Games Organizing Committee (GOC)• Volunteer Workforce Management Overview

– Mission and Objectives– Responsibilities at the Venue– Meet the Team– Reporting Structure– Useful Skills for Success

•Roles– Venue Workforce Manager Job Description– Deputy Venue Workforce Manager Job Description– Venue Workforce Assistant Job Description– Key Interactions– Key Policies & Procedures to Keep in Mind

•Scenario Activities–Troubleshooting & Problem Solving

GAMES ORGANIZING COMMITTEE (GOC)

A steadily growing staff has been working for close to 3 years to make the World Games a success! Together, this staff is called the Games Organizing Committee (also referred to as GOC

and LA2015).

Organized into different Functional Areas, or FAs, the GOC currently consists of over 350 staff members who, during the Games, will be redeployed into Games-time roles, some that are

different than the roles they held during preparation for the Games.

VOLUNTEER WORKFORCE MANAGEMENT OVERVIEW

MISSION AND OBJECTIVES DURING GAMES

• Ensure all Workforce (uniformed and credentialed paid and volunteer staff) are motivated, supported and recognized.

• Provide on-venue services including:– Check-in–Meal voucher distribution–Redeployment–Conflict management–Incident reporting support

WORKFORCE MANAGEMENT OVERVIEW

USEFUL SKILLS FOR SUCCESS

• Excellent communication and organizational skills• Polite and friendly• Enthusiastic• Strong attention to detail• Culturally sensitive• Diplomatic and fair• Good management skills• Ability to resolve problems in a fast-paced environment

HONORED GUESTS

VENUE WORKFORCE MANAGER

Reports to: Venue Director, Competition Manager and Hub Workforce Manager

Time Commitment & Training:Venue Workforce Managers (VWM) must be able to give a time commitment of several hours a week during the planning phases of the Games as well as be on site during the event. Must meet all training requirements as noted in the general volunteer requirements. Additional training will be provided prior to the Games.

Duties & Responsibilities:• Ensure FA managers are properly managing their Workforce and adhering to

Workforce Management policies and procedures• Oversee check-in process for all venue Workforce• Oversee meal coupon & incentive distribution on venue• Resolve Workforce disputes

ROLES: VENUE WORKFORCE MANAGER

HONORED GUESTS

Duties & Responsibilities (continued)• Redeploy resources, as needed• Ensure break area is well maintained • Attend Venue Team Meetings• Prepare and submit all required reports• Coordination of Venue Training and Just in Time Training• Conduct daily team meetings

ROLES: VENUE WORKFORCE MANAGER

SAY HELLO TO YOUR VENUE WORKFORCE MANAGERS!

MICHELLE DUKEBalboa

CANDICE WATSON

UCLA Common Domain

JESSICA FOULTSAquarium Way

NINA LEEPauley/LATC

SCOTT EVANSMarine Stadium

SHERRI ROBERTSONGalen Center

SALVADOR ARREOLA

Drake Stadium/ Intramural Fields

ALLIE MARGISLoker Stadium

SHANTEL FAIRWooden/ SAC

JENNA MORRISDrake Stadium/

Intramural Fields

MARK EMBREEBelmont Pier

DAVID GARDINIER

LACC

SAY HELLO TO YOUR VENUE WORKFORCE MANAGERS!

BONNIE BONEWilson/Harding

Courses

SARAH LOCKE-HENDERSONUSC Common

Domain

GIULLIANA DE LA ROSALACC

JENNIFER MOORE

Uytengsu

JENNIFER MILLS

Easton Field

MELISSA ROGHANI

LA Equestrian Center

BRIAN DINKINSAlamitos Beach

HONORED GUESTS

DEPUTY VENUE WORKFORCE MANAGER

Reports to: Venue Director, Competition Manager, VWM and Hub Workforce Manager

Time Commitment & Training:Deputy Venue Workforce Managers (DVWM) must be able to give a time commitment of several hours a week during the planning phases of the Games as well as be on site during the event. Works closely with the VWM. Must meet all training requirements as noted in the general volunteer requirements. Additional training will be provided prior to the Games.

Duties & Responsibilities:• Assist VWM as needed and assume role of VWM in case of absence• Ensure FA managers are properly managing their Workforce and adhering to

Workforce Management policies and procedures• Oversee check-in process for all venue Workforce• Oversee meal coupon & incentive distribution on venue• Resolve Workforce disputes

ROLES: DEPUTY VENUE WORKFORCE MANAGER

HONORED GUESTS

Duties & Responsibilities (continued)• Redeploy resources, as needed• Ensure break area is well maintained • Prepare and submit all required reports• Conduct daily team meetings

ROLES: DEPUTY VENUE WORKFORCE MANAGER

SAY HELLO TO YOUR DEPUTY VENUE WORKFORCE MANAGERS!

BETH RYANGalen Center

SILVANA MOLIERIBelmont Pier

ANNE TERRYDrake Stadium/

Intramural Field

CHRIS GREENUytengsu

WENDY JACOBY

Loker Stadium

JENNY LITTLEFORDAquarium Way

JULIE CHRISTOPHERUCLA Common

Domain

MARILYN FINEGOLD

LA Equestrian

CRAIG FARESTVEITWILSON/HARDING

MILES GUERREROUSC Common

Domain

MARY ANN BRUNTONUSC Common Domain

ADI CARLYLEUSC Common

Domain

HONORED GUESTS

WORKFORCE ASSISTANT

Reports to: Venue Workforce Manager

Time Commitment & Training:Venue Workforce Assistants (VWA) must meet all time commitment and training requirements as noted in the general volunteer requirements.

Duties & Responsibilities:• Check in Workforce• Distribute meal coupons and incentive items, as needed• Maintain break/dining area• Assist FA Managers with scheduling issues and disputes• Act as Workforce advocate and report any issues to VWM• Baggage Handler Assistants: check in athletes and their bags at dining hall

entrances• Athlete Dining Assistants: assist athletes around dining halls with food trays, etc.

ROLES: WORKFORCE ASSISTANT

HONORED GUESTS

Within the Workforce Assistant position there are two additional volunteer roles:

1. Athlete Dining Assistants (USC)2. Baggage Handlers (UCLA)

Note: For Baggage Handlers and Athlete Dining Assistants at UCLA or USC

It is beneficial for you to familiarize yourself with the duties and responsibilities of all WF Assistant roles for possible volunteer

redeployment during Games time

ROLES: WORKFORCE ASSISTANT

HONORED GUESTS

ROLES: WORKFORCE ASSISTANTS

We have A LOT of Workforce Assistants!

(Too many to fit on one slide…)

HONORED GUESTS

UniformsAll Workforce members will receive polo shirt(s), hat, lanyard (managers will wear green, assistants will wear purple) and a hip pack as their uniform. The polo shirt should not be altered in any way. Workforce should wear tan or khaki pants, shorts, skorts, or skirts (at least fingertip length). Workforce should not wear any denim pants or shorts. Comfortable tennis shoes are recommended. Any uniform that has a manufacturing defect may be replaced, as long as supply is available, at the discretion of the VWM. If the uniform is damaged in any other way, aside from a manufacturing defect, a new one will be given at the expense of the Workforce member.

CredentialsAll Workforce will be issued a personal identification badge which acts as a work permit at the venue. This badge must be worn at all times while on duty on LA2015’s premises. Meal Coupon DistributionMeal coupons will be provided at check-in to those who qualify for a meal (volunteers must work 5 hours minimum to be eligible). Workforce will receive their vouchers daily upon checking in for their shift. Vouchers will be presented at their HUB specific lunch location and redeemable for one (1) meal.

ROLES: KEY POLICIES TO ENFORCE

HONORED GUESTS

Break and Meal PeriodsAll approved meal breaks should be coordinated with Functional Area managers and other Workforce to ensure there is adequate coverage to conduct business. Breaks should be taken in the designated Workforce Dining area.

Workforce DiningWorkforce Dining is the area where all Workforce will pick up their meals and take their breaks. This is also a space for Workforce to socialize, eat, rest, get a beverage, etc. during and/or in between shifts. Water will be available in break areas and volunteers will have easy access to water bottles during their shifts.

Reward & RecognitionIt’s important to reward and recognize the Workforce for all of their effort. The VWM, DVWM and VWAs should regularly check on their Workforce to make sure they are enjoying their time as a volunteer and to make sure their needs are being met. The VWM, DVWM and VWAs should motivate their team of volunteers and make the environment fun.

ROLES: KEY POLICIES TO ENFORCE

HONORED GUESTS

CHECK-IN POLICYIn order to ensure the safety of volunteers at each venue, all volunteers will be required to check-in for their volunteer shift.

Procedure

Prior to First Day of WorkAll volunteers must have the following items when checking in for their volunteer shift:

1. Complete Volunteer Uniform (as described in Uniform Policies)2. Credential3. Mobile phone or device (fully charged due to limited power sources at

each venue)

Volunteers will receive their volunteer uniforms and credentials at Uniform Distribution and Accreditation Center (UDAC) prior to their shift.

ROLES: KEY POLICIES TO ENFORCE

HONORED GUESTS

CHECK-IN POLICY (continued)

During the GamesVolunteers arriving for their shift must first check-in at Workforce Check-in before starting their assignment. At Workforce Check-in, they will go through the following process:1. Show their credential to ensure they are indeed a Workforce member.2. Their name will be checked in Salesforce (our online record system) to ensure

they are volunteering on the appropriate day/shift/venue and that they are given credit for showing up.

3. Workforce will be given reminders on meals/breaks.4. Meal coupons will be provided at check-in to those who qualify for a meal (i.e.

work the minimum number of hours).5. Workforce will be directed to their assignment.

ROLES: KEY POLICIES TO ENFORCE

HONORED GUESTS

REDEPLOYMENT PROCEDUREVolunteer Workforce Management does not have a Workforce reserve pool. VWMs will determine assignments and assist in reassignments based on information received from FA Leaders. During critical staff shortages, supervisors should:

1. First determine WHY there is a need for redeployment (what is the issue?)2. Then determine if you can do without. If not,3. Reassign Workforce members within your FA. This may include asking your

Workforce members to switch into a role that they were not originally assigned.

4. If you can’t reassign within your FA, notify the Venue Workforce Manager (VWM). The VWM will then reassign within the venue. VWM will communicate with other FA Leaders to determine any extra volunteers and redeploy them from other areas within the venue.

5. If the first three options are not possible, redeployment within the HUB (across venues) may take place. The VWM will call the HUB Workforce Manager to assist with this redeployment.

6. Where redeployment requires a change in accreditation privileges, the Volunteer Workforce Management team should work with Venue Management and/or Accreditation to ensure appropriate access upgrades are provided.

ROLES: KEY POLICIES & PROCEDURES TO ENFORCE

TYPICAL DAY

SHIFT START

• Workforce Check-in opens 2.5 hours prior to competition start time.• The VWM and/or DVWM will arrive approximately 2 hours and 45 minutes prior to competition

start time to attend the Venue Team meeting each morning. Gates will open to the public 1 hour before competition starts.

• VWAs will arrive approximately 2.5 hours prior to competition start time to set up the check-in area and prepare for the Workforce.

• Times will vary venue to venue

CHECK-IN• You will be checking in all Workforce scheduled for that venue using a tablet.• Distributing meal coupons (if working at least 5 hours). • Handling any scheduling issues and redeploying Workforce members, if necessary.• Managing the volunteer hotline (smartphone).

WORKFORCE DINING• VWAs will assist in collecting meal coupons at the dining areas.• Keep dining areas clean.• Talk with Workforce during their breaks, motivate and thank them for their commitment.

TYPICAL DAY

WITHIN THE VENUE

• Check on Workforce members as they are working around the venue.• Manage the recognition program for Workforce.• Resolve any Workforce issues within the venue.

SHIFT END• VWAs will stay approximately 30 minutes after competition ends. • VWMs and/or DVWMs will stay 90 minutes after competition ends to attend the Venue Team

meeting to discuss any issues, to pass along information and to fill out any reports that are needed.

• If needed, VWMs will also attend a conference call with all other VWMs and Volunteer Workforce Management.

• NOTE: Shift times may be adjusted as needed–If after a few days, it is determined that some WFAs can arrive later or leave earlier,

WFMs have flexibility to release WFAs early and/or change DVWM/VWM schedules–Alert Hub Manager of any changes made to VWM or DVWM schedule

HONORED GUESTS

REPORTING PROBLEMSDirect communication between people working at the venue, regardless of department, is the most effective means to keep operations moving efficiently. Each staff member must be trained to understand what issues are within their authority to settle, and what issues must be elevated. Issues which cannot be settled by Workforce members or between Workforce members should be raised to management as follows:

• Raised to supervisors first• Then, when necessary, raised to Functional Area Managers• If necessary, the VWM or DVWM will raise the issue to the Venue Director

and Competition Manager (if a field of play related issue), or Hub Workforce Manager based on the nature of the issue

● All problems should be reported on Incident Reporting Form ● Be as detailed as possible when relaying problems and incidents

COMMUNICATION AT VENUE

HONORED GUESTS

CONTACT INFORMATION

If you are running late or have a personal scheduling conflict please notify your team members immediately. • VWMs or DVWMs should contact their Venue Director, VWAs and their Hub Workforce Manager

if running late• VWAs should contact their VWM or DVWM if running late

Each Workforce Check-in will have a cell phone that volunteers can call to inform Workforce Management team that they are running late or will not be able to work that day. Notification will

be made to the volunteer’s FA Manager.

For any workforce that does not show up, WFM team will contact and check on them to determine the reason for their absence.

From there WFM team will determine if that missing workforce member will be able to work their future shifts

COMMUNICATION AT VENUE

HONORED GUESTS

Basic guidelines for problem solving:• To facilitate communications and problem solving, VWMs should share issues

and solutions at daily Venue Team meetings.• Venue Directors and/or Competition Managers (depending on the issue) are to

ensure that the appropriate parties are brought together in a good faith attempt to resolve venue issues.

• ONLY ISSUES WHICH CANNOT BE RESOLVED AFTER FULL DISCUSSION AT THE VENUE SHOULD BE ELEVATED BEYOND THE VENUE.

Chain of Command on venue during the Games:Workforce (volunteer) → Supervisor → FA Manager → VWM → Venue

Director → Competition Manager

Within the Workforce Management Functional Area during the Games:

Venue Workforce Assistant → Deputy/Venue Workforce Manager → Hub Workforce Manager → SVP of Workforce Management

ROLES: CHAIN OF COMMAND

HONORED GUESTS

Workforce Management will work closely with the following areas:

Workforce members You will be overseeing, motivating and interacting with all Workforce at your venue

FA LeadersFunctional Area (FA) Leaders will communicate to you whether they have too few or too many volunteers

Venue DirectorRelaying any important information or issues to the Venue Director, as well as during Venue Team meetings

Competition ManagerRelaying any important field of play information or issues to the Competition Manager, as well as during Venue Team meetings

ROLES: KEY INTERACTIONS

HONORED GUESTS

Hub Workforce ManagerAny scheduling questions or issues should be directed to the Hub Workforce Manager

CateringTo replenish water coolers and food/drink supplies in the Workforce Dining/Break areas

ROLES: KEY INTERACTIONS

HONORED GUESTS

Locations• For the most part, VWMs, DVWMs and VWAs will be at their venue’s

Workforce Check-in and the Workforce Dining (if provided), but will also be roaming around the venue to check on the Workforce and cover any missing shifts.

• During breaks and down times, workforce will be encouraged to be Fans in the Stands provided they notify their supervisor where they will be located in case they’re needed.

Work Area• 50% seated and 50% walking around, seeing to issues, checking the Workforce Dining area

and overseeing the Workforce.• Depending on the venue, you could be indoors or outdoors. If you are outdoors you will be

in the shade, under a tent.

BRAND STANDARDSWORKING CONDITIONS

WORKFORCE MANAGEMENT EQUIPMENT TO BE USED

TABLETS/LAPTOPS• To check-in Workforce

RADIOS/SMARTPHONES• To communicate with other functions throughout the venue• To communicate with volunteers that are running late

OTHER MATERIALS USED• Meal coupons• Comment cards• Incident report forms

SALESFORCE!• Cloud-based database software (meaning access to data from any device)• All volunteer information (including contact information, assignment and work schedule) is

stored in Salesforce

HONORED GUESTS

CHECK IN● Check in at the Common Domain Workforce Check-in station● From there you will be assigned to one of the four on-campus

dining hall locations● You will report to the dining hall manager (USC staff) at your

particular location and to the Venue and Deputy Venue WF Managers at the USC Common Domain

POTENTIAL RESPONSIBILITIES AND DUTIES• Assist Athletes with:

• Carrying trays • Getting beverages• Bussing their plates

• Direct Athletes to specific food items and/or specialty meals • Help USC Dining Hall Staff bus plates and dishes to dish stations• Help “direct traffic” and keep overall flow of Dining Hall

● In between meal times you may be asked to help with other workforce tasks or be a Fan in the Stands at one of the three USC Competition Venues!

ROLES: WORKFORCE ASSISTANT- USC Athlete Dining

HONORED GUESTS

USC DINING HALL LOCATIONS:• Café 84

• Everybody’s Kitchen (EVK)• Parkside

• Ronald Tutor Campus Center (RTCC)

DINING HALL MEAL TIMES:Breakfast: 5:00 a.m. – 9:00 a.m.Lunch: 11:30 a.m. – 2:30 p.m.Dinner: 5:00 p.m. – 9:00 p.m.

ROLES: WORKFORCE ASSISTANT- USC Athlete Dining

Athlete Dining Assistants

USC Dining Hall Locations

CAFÉ 84EVK

RTCC

PARKSIDE

ROLES: WORKFORCE ASSISTANT- USC Athlete Dining

HONORED GUESTS

PROCESS AND RESPONSIBILITIES

Certain delegations (official and credentialed members of the team including athletes, coaches, head of delegation, asst. head of delegation and additional staff) will reside at UCLA and have meals in their respective dining halls.

Bags are not allowed in UCLA dining halls, so Delegation Services will provide a bag check service at the entrance of each dining hall. This will allow delegates to leave their bag in a semi-secure area monitored by LA2015 volunteers during meal time. Bag check volunteers will manage the process by distributing and collecting claim tickets, monitoring the baggage area, sorting bags in an orderly fashion and assisting with questions.

Bag check process:1. Delegate receives a generic claim ticket at check-in table.2. Delegate personally leaves their bag in the semi-secure area monitored by

LA2015 volunteers. 3. Delegate provides claim ticket to volunteer and personally retrieves their bag

from the holding area.

ROLES: WORKFORCE ASSISTANT- UCLA Baggage Handler

HONORED GUESTS

CHECK IN● Check in at the Common Domain Workforce Check-in station● From there you will be assigned to one of the four on-campus dining hall locations

DINING HALL HOURS AND LOCATIONSDining Hall HoursBreakfast: 7:00am – 9:00amLunch: 11:00am – 2:00pmDinner: 5:00pm – 8:00pm

Dining Hall LocationsHedrick Dining HallCovel Commons Rieber Dining Hall Sproul Dining HallDeNeve Commons

See map on following slide for locations.

ROLES: WORKFORCE ASSISTANT- UCLA Baggage Handler

HONORED GUESTS

ROLES: VENUE WORKFORCE ASSISTANT- UCLA Baggage Handler

5 dining halls

Hedrick Covel

De Nieve

SproulRieber

HONORED GUESTS

ROLES: WORKFORCE ASSISTANT- UCLA Baggage Handler

POLICIES AND PROCEDURES

• NO bags are allowed into dining halls.• If a delegate refuses to leave their bag, they must return it to their room

before entering the dining hall.• Delegates must be wearing their LA2015 credential to use the bag check

service.• Groups or guests other than Special Olympics are not allowed to use the

bag check service.• Bags left behind after the meal period will be returned to the Delegation

Services Center located in Covel Common. • Do not leave the check-in table unattended at any time

HONORED GUESTS

ROLES: VENUE WORKFORCE ASSISTANT- UCLA Baggage Handler

CONTACTS

For questions regarding scheduling, parking, directions or meals please contact:Workforce ManagementPRE GAMES TIME (UNTIL 7/23): Sarah Locke-HendersonEmail: sarah.locke-henderson@la2015.org

GAMES TIME (7/23-8/2): Chloe CavelierEmail: chloe.cavelier@la2015.org

For questions regarding delegations or the bag check process please contact:Delegation Services CenterEmail: delegation@LA2015.org

HONORED GUESTS

Scenario ActivitiesThe following are scenarios you might encounter as a

volunteer. First read the scenario through and ask yourself what you would do in this situation. Then, flip to the next

slide to see the appropriate response.

BRAND STANDARDS

Le Let’s Play!

HONORED GUESTS

1) A volunteer walks up to Workforce Check-In but isn't scheduled to work that

day. What do you do?

BRAND STANDARDS

c Scenario #1

Let’s Play!c Response #1

First, let the volunteer know it’s okay and that you’re glad they’re here. We’re always glad to

have volunteers show up!

Then look the volunteer up in Salesforce with your tablet to verify their schedule. Remind them of their scheduled dates (have them

write it down so they remember next time!)

If they still wish to volunteer for that shift, you should contact their FA manager to see if they can be of use that day. If not, encourage them

to be a Fan in the Stands!

HONORED GUESTS

2) Volunteer loses their meal coupon, what do you do?

BRAND STANDARDS

Scenario #2

Response #2

At the Workforce Dining area look them up in Salesforce (on the tablet) to see if they qualify for a coupon (they must work a minimum of five hours to qualify for one coupon or ten

hours to qualify for two).

If they do qualify, let them in without the coupon and make note on their record in

Salesforce so they do not take advantage of the system in the future. Also, gently remind

them to keep their belongings in their hip pack at all times!

HONORED GUESTS

3) Transportation notifies Workforce that there is a big bottleneck in the Parking

Lot and most volunteers are going to be late by at least 10 minutes.

BRAND STANDARDS

Scenario #3

Scenario #3

First, radio Transportation to determine how long it will take volunteers to reach the venue.

Next, contact FA Managers, Venue Director and Competition Manager (via radio) to alert them of the problem and the time delay. Then allow

them to decide how they wish to proceed based on their individual needs.

Then, make note of the issue so that it may be discussed the end of the day Hub Meeting.

HONORED GUESTS

4) Wi-Fi is down and will take 22 minutes for Technology to get it back up and

running.

BRAND STANDARDS

Scenario #4

Scenario #4

Fortunately, Workforce is prepared for issues relating to internet and

technology!

We will have printed out hard copies of the volunteer roster and will check

volunteers off of that list in the case of an internet crash.

HONORED GUESTS

5) It's been a long hot day and you notice the volunteers are losing energy and

motivation, what do you do?

BRAND STANDARDS

Scenario #5

Response #5

BE CREATIVE!!!!

Make it fun, talk to them, give them water and some words of encouragement.

For ex. play music, create a group cheer, have fun with it!!

HONORED GUESTS

6) In the Workforce Dining area you overhear multiple volunteers complaining about various issues (heat, their job, the

FA Lead, etc.).What do you do?

BRAND STANDARDS

Scenario #6

Response #6

It is important not to inflame the situation by creating a scene or playing up the drama.

Listen to the volunteer’s concerns, be empathetic and friendly and let them know

they are appreciated.

Let them know that you will try your best to address their problem and take care of their

needs.

HONORED GUESTS

7) Transportation is missing a few volunteer bus greeters, what happens?

BRAND STANDARDS

Scenario #7

Response #7

First, radio transportation to see if they could do without

If not, reach out to other FA managers to see if they have other volunteers they could spare

In the meantime reach out to missing volunteers via Workforce smartphone to

determine their status

HONORED GUESTS

8) A volunteer approaches the Workforce Check-in and wants to change their

schedule. What do you do?

BRAND STANDARDS

Scenario #8

Response #8

Direct them to their FA manager where they will then be able to change their schedule.

If the volunteer is a WF volunteer, direct them to the VWM. He/she will then try to best

accommodate the volunteer’s schedule needs.

Make any changes to volunteer schedules in Salesforce!

HONORED GUESTS

Thank you for taking the Volunteer Workforce Management Training.

Fun fact: Research has shown that people who volunteer often live longer.

Keep up the great work and thank you for all that you do!!

BRAND STANDARDS

Thank You!