2009 Special Olympics World Winter Games All-Star Fan Program

After Action Report

Presented by:

April 17, 2009

All-Star Fan Program 2009 Special Olympics World Winter Games After Action Reports Provided by The CE Group April 17, 2009

Table of Contents

1. Cover Letter 2. Program Overview 3. Organizational Chart 4. Report Card 5. Recommendations 6. Operational Area Evaluations a. Accommodations and Food & Beverage l. May I Serve You b. Administration and Operations Center m. Opening Ceremony Parade of Athletes c. Airport Gate Greets n. Opening Ceremony Photography d. Awards Presentations o. Program Operational Plan e. Coffee Walks p. Project Director f. Credentialing q. Technology g. Database Management r. Tracks h. Décor Design Plan Including Signage s. Transportation i. Dine-Around t. Volunteers & Guides j. Guest Management u. Welcome Center k. Hotel Contracts

Program Overview

All‐Star Fans Program

The All‐Star Fans program is the hospitality program for top Special Olympics Global Supporters. The Program is organized and executed by Special Olympics International, with cooperation from the 2009 Special Olympics World Winter Games, Idaho, USA.

• Participants include Celebrities, Government Leaders, Corporate and Individual supporters and other dignitaries

• Size of Program is 250 – 300 people (120 – 150 groups or delegations)

• Custom‐designed schedule of events centered around the principles of engagement, education and service

• Wave program:

– Opening Wave 2/6 – 2/9

– Sun Valley Experience 2/9 – 2/13

– Medaling and Competition Wave 2/11 – 2/14

• Hotels

– Host: The Grove, Boise, Idaho

– Overflow: Hotel 43, Boise, Idaho

– Sun Valley: The Lodge and The Inn, Sun Valley, Idaho

2009 ALL STAR FAN Program Chairman On Site Management Tim Shriver

President & COO Brady Lum

Project Advisor GOC COO Overall Program Games Advisor Janet Holliday Kirk Miles Lee Todd Peter Wheeler (CE)

1. Approvals on all work 1. Parade Plan 2. Budget 2. CE Team Advisor 3. Messaging/Comms - Guests + MDs Corp. Advisor Events & Guest Tanya Baskin Advisor Kim Widdess 1. Sponsor Liaison 1. Overall SOI Approvals 2. Tracks Design Project Advisor MVP Ops Liz Warwick Gail Hawkins 3. SOI Mgmt Briefings 4. Guest Problem Res. (CE)

Director of Operations 1. Track Planning & Execution Christa Scannell 2. Strategy/On Site Messaging MVP Integration (CE) 3. Guiding Principles - Host, Guides Hotel 43 4. Volunteer Training - Hosts, Guides Joanne Maldonado 1. Overall Team/leadership 5. Project Integration 2. Ops for Events 6. Back-up for Christa 3. Ops Problem Resolution 7. Vol, Guide, Host Problem Resolution 4. GOC Ops liaison GW Intern 5. Overall Signage 6. Design/Look of Hotel

Ceremonies Hotel Overall Dine Around Guest Guest Hospitality MH OPS Center Guide + Host GOC Liaison and Credentials Management Tracks MISY Management Itinerary Lounge Volunteer Smiley (Inc. Accommo) Mgmt Program Awards Emily/Joanne Liz Cassie Emily U. Schu Julie Pierce Manager (MH) Sissie Lisa Kim Maritza (CE) (CE) (CE) (CE) (CE) Mark (CE) (CE)

Parade Guest Guide, Host + Advance Guest Transport Planning Security Technology Ticketing Services Volunteers Team Schedulers Greg Kari (TBC) (SOI) Kim Stacy Warner Processing (Booz-Allen) GW (MH) (CE) (CE) Lisa Dietz

Airport Track Database Greet + Daily Gifts & GW Managers Welcome Emily P. Schu/Kevin Photography Intern (CE) Shane Kyle Packets Michele (CE) (CE) (CE)

January 22nd, 2009 Created by the ce group NOTE: Festival, Sports Experience and Sun Valley not on this chart event based marketing 2009 All‐Star Fan Program Report Card

Objective Result

Program Enhancements ‐ Experiential Touchpoints Concierge style service by Emily Urban (CE) conducted thorough outreach by phone & email to most guests from the Save the Date Dedicated Guest Manager through final plans and on site coordination.

Guests were energized by this up close and personal opportunity May I Serve You to interact with athletes.

These events leveraged the celebrity component nicely with Unified Activities athletes and guests for memorable, unique experiences. Successful planning and execution integrating ASF guests with athlete delegations. Photos were generated, but in room delivery Opening Ceremonies a challenge with quick turnaround and sheer number of photos Parade of Athletes processed.

Four dine around's with hosts allowed guests from the first night to interact with SOI's best advocates in a relaxed intimate setting. Dine Arounds Great tone‐setter for the weekend. On Wednesday night, Tim Shriver and Michelle Kwan hosted a private dinner at local restaurant. We had several high profile guests who had just arrived and this provided an excellent setting Private Dinner for messaging and welcoming this group.

Excellent option for those guests who stayed past the first Award Presentations weekend or arrived for Closing Ceremonies.

Very positive and uplifting event with excellent messaging giving Youth Rally guests chance to see how young people react and get involved. The Coca‐Cola volunteers really appreciated their role and opportunities to be impacted and to help create impactful Sports Experience moments between athletes and guests.

Single best moment for many guests to tour and understand this Healthy Athletes significant program.

Program Enhancements ‐ Operations

In the end, the GEMS system delivered the necessary reports for Database Management guest management.

Overcoming many obstacles, transportation plan executed by Transportation professional manager and skilled volunteers delivered.

Experienced staff can deliver on plans, remain flexible and Staffing respond effectively to changes and new demands.

New Program Elements ‐ Sustainable Model Promotion of the wave format provided impetus some for Sun Valley Experience and encouraged some guests to attend later in the week. Most guests arrived and departed not according to Waves wave dates with very few staying past Monday.

While challenging to implement, the fee structure can be PProgram FFees successfulfl withih some adjustments.dj New Program Elements ‐ Program Design Introduction of two programs handled very well by enlisting SO leadership . With more planning time, future GOC's can provided All‐Star Fan and MVP Programs even better service for the MVP guests.

As ASF program grows to include more guests that are new to SO, Tracks tracks will be effective program to achieve goals.

Program Recommendations Provided by The CE Group April 17, 2009

In May, 2008, The CE Group was asked by Special Olympics International to outline a scope of work and a staff support plan that could deliver first class service and experience to the Honored Guests Program of the SOI at the 2009 World Winter Games in Idaho. The final contract for program management services included four senior level management positions – Janet Holliday as Project Advisor, Liz Warwick as Project Director, Christa Scannell as Operations Director, and Emily Urban as Guest Services Manager. SOI chose to pursue volunteer or internal staff to complete functional area staffing and support roles.

Ultimately, The CE Group waived the fees for 10 of our most senior level event managers representing over 1,500 hours of time dedicated to the successful execution of the program. This donation equates to $96,550 in billable fees. In addition, CE donated over $5,500 in goods to the Games and the ASF program.

Hopefully you saw for yourselves that this program could not have been done without the full team in place. As much as we value the contribution of volunteers or internal staff reassigned for the Games, a program of this nature cannot be effectively and efficiently managed with volunteers or inexperienced staff who know nothing about event management, logistics, or the handling of VIPs.

The CE Group was guided throughout planning process by the objectives of the program that were identified in the May Board meeting and as a result of the internal audit:

1. Design a long term engagement and stewardship strategy related to the management of the external partners, celebrities and leaders that produce the foundation of the All‐Star program.

2. Determine strategy for overall program design and communications.

3. Create a new funding model that is sustainable.

4. Launch a new operational model with adequate staff support that is sustainable.

As you prepare for Greece and the 2011 Games, we recommend the following for the ASF program:

• Conduct a budget and planning summit that addresses the program goals and objectives versus the budget and viability of revenue generating guest packages.

• Budget for additional professional management in transportation, guest services, accommodations, and talent management.

• A defined relationship, with Guiding Principles, between the GOC and SOI.

• An RFP for the selection of the hotel, in order to maximize on terms and conditions for SOI and minimize financial risks.

• A SOI manager/executive level point of contact dedicated to the ASF and MVP programs.

• Or consider turning over the whole program to an Event Management and Production Company, who can truly take ownership of the entire program and deliver it as an integrated entity. The piecemeal approach that the CE team experienced in the 2009 Games was energy and time depleting and counter‐ productive to delivering a first class program.

AFTER ACTION REPORT

FUNCTIONAL AREA: Accommodations and Food & Beverage

MANAGER: Sissie Henges

PURPOSE: This department is for the efficient planning and management of anything related to ASF hotel rooms in any hotels (for staff and guests). This department is also responsible for the healthy and cost efficient meal planning for all staff and volunteers while on site, for all guest’s program meals, for all special event F&B, for all special F&B amenities that are sent to VIP rooms.

DUTIES INCLUDE:

Pre‐Planning:

• Manage rooming list • Draft hotel resume • Review BEOs for all food functions – ops center, guest lounge, executive office, daily meetings as scheduled, guide/host break room, dessert reception, brunch • Connect with Hotel F&B/Chef on dessert party menu • Connect with Hotel and florist on décor/layout for dessert party • Connect with Front Desk about staffing and problem resolution • Determine plan for Pre‐Opening Ceremonies brunch (space and menu) • Determine floor plans for all F&B functions (Christa to do layouts for office space) • Determine staffing with hotel for public outlets • Recommend procedures for Coke products in outlets • Facilitate water and fruit baskets getting to rooms for guests • Coordinate room deliveries with CE staff • Draft content and run of Show for CE Group/Hotel staff briefing • Draft agenda for January pre‐con meeting • Facilitate pre‐con meeting with Christa • Other work as requested by Christa or Liz • Final reports to include recap and recommendations

On Site:

• Manage relationships with all hotel management staff • Rooming list updates • Master account review • Oversee levels of service and ensure adequate staffing for outlets and service to rooms • Deliver services as outlined above in planning section

Projected January days based on 12 hour days: • 5th – 9th – 1 day • 11th‐15th – 5 days in Boise • 19th – 23rd – 4 days • 26th – 31st – 3 days

Projected February days: 1st ‐15th ‐‐ 15 days

WHAT WORKED:

The best thing was that the hotel worked! Everyone, with a few exceptions, buckled down and did their job. We had many anxieties that did not materialize. The problems were minor, the guests took it all in stride and Boise was a wonderful host. The months of planning and communication, including some candid conversations related to potential service issues resulted in The Grove executive and management staff delivering on promised oversight and quality of service.

CHALLENGES:

Daily challenges that loomed were numbers for how many people would dine at any given event. Guarantees were made and, more often than not, were overreached. We came up with categories and formulas to ascertain guaranties, but surpassed most of our numbers with great regularity. There were many people on the 3rd floor where meals were served and it was challenging to control who had appropriate access to provided meals.

Due to being slightly over‐extended, I was not present for all meals and had to eventually trust the numbers that were given to me by the catering staff. Judging by their accuracy on the days when I was present, I had to believe they were being honest when I was not there.

With such a large proportion of the guests either confirming reservations or changing plans up to the very last day, there was never an opportunity to “hand‐off” guest room management from Emily Urban (guest manager) to Sissie Henges (accommodations manager). To maintain efficiency of information flow between the program and the hotels, Emily remained the point on rooms.

RECOMMENDATIONS:

Hotel contracts and food and beverage costs are significant expenses and require intense monitoring and communication among all parties. We recommend an SOI finance staff member be assigned early in the planning to participate in the contracting and budgeting process so that deposits, guarantees, pricing, master account reviews, and final billing are well vetted, understood and executed. This should lead to better cost control overall. In addition, guests should be required to register for rooms by contracted deadlines or face higher room rates at their own expense.

After Action Report

Functional Area: Administration and Operations Center

Manager: Christyn Schumann (CE Group)

Objective: This department is the general on‐site office for administrative support and supplies as well as the center for disbursement of any technology (radios and cell phones).

Duties: • Set up general office and desk top stations for all senior SOI staff/dept managers • Oversee the office from 6am to 9pm daily • Order and stock the supply closet – with any office supplies needed • Manage the two volunteers that are there for additional typing and computer support – to include the writing of VIP cards for room drops, redo guest itineraries, providing schedule support (typing) for Executive Management, updating contact sheets, etc. • Field any general telephone calls and transfer to appropriate staff • Sign out radios and cell phones to appropriate staff • Oversee packing and shipping of any materials back to Washington, DC and San Antonio, TX • Overall responsible for ‘shutting down’ on site office at conclusion of program • Monitor information from venues and operations centers constantly • Monitor progression through tracks of ASF guests • Manage access control staff to maintain credential only access to Grove 3rd floor • Sign out radios and cell phones to appropriate staff and volunteers • Provide After Action Report after conclusion of the program

What Worked: • Team Effort – Running the ops center really had to be a Team Effort. I did head it up, but could not do everything. It was great that people volunteered to step into roles, for example: o MH guys (Smiley, Beau) with radio/phone checkout o MH guys and volunteers answering the phones o Julie Pierce helped with packing, shipping, and overall organization • Our “office space” was not ideal – but we made the most of it and did the best we could do with what the best of Boise had to offer. • As we finished different stages of the project, Julie Pierce and I were diligent in wrapping up and closing out as we went. But doing this throughout, we didn’t have so much to do at the back end. • Office Depot was across the street. Once Peter set up the SOI account, it made getting supplies much easier. • Adecco Temps – They were extremely helpful in a time‐crunch… life‐savers! • Keys – I had the office spaces re‐keyed and only distributed 5 copies of the keys. As for the spaces with swipe cards, both Christa and I always had a Master key. So we had good control there. • Every single phone and radio was returned!!!

Challenges: • I was unaware of how many individuals/teams would be needing space and resources at the ASF HQ at the Grove Hotel. Last minute additions and changes came up whose demands/requests I was not able to satisfy immediately. It came across as me being ill‐prepared and insensitive to other groups’ needs, while in reality I was never made aware of their needs to begin with. We did all we could to meet these requests as they arose but sometimes simply didn’t have the space or resources to do so. • People were always in‐and‐out of the ASF Ops Center. Putting a “STAFF ONLY” sign on the door helped to an extent, but there were still people in the room that didn’t necessarily contribute to an efficient command center. • Loading dock closed at 5pm – this made it difficult to take deliveries after‐hours. • The swipe cards continually malfunctioned causing us to spend a great deal of time getting new keys made, etc. This was a hotel issue. • Sprint push‐to‐talks. With a sudden change with our Sprint contact, we got the phones last minute. Additionally, no one could determine exact phone quantity needs, so we over‐ordered and many of the phones weren’t even used. • Supplies. It was difficult to get an answer on how to handle supplies. Ship from SA, ship to DC, get from GOC, buy on‐site, etc… The relationship with the GOC was “interesting” in that they weren’t very interested in sharing much with us. We were told to have “sticky fingers” when we went over there, which we didn’t feel comfortable with.

Recommendations: • Phones – I think the push‐to‐talk phones are a really great tool that can be very useful. They are a somewhat new technology to many of us, so have somewhat of a learning curve. But if a little time was invested at the front end and the phones could be properly programmed, our communication would be much improved. We could rely on phones completely instead of radios. • Clear boundaries and designation of who the various offices are intended for. This means more advance planning regarding who would need space at HQ. We could have set up more office space and allowed for more overflow, but we just didn’t know in time. Then everyone would have had their own space and people could accomplish their tasks more efficiently. • In a perfect world – a space that is better suited as an event HQ would be ideal. (no offense to the Grove). Updated phone system, wifi, higher ceilings, better lighting, windows, etc.

Documents to Include: • 3rd Floor Layout Site‐Map • Contact List LOBBY CATTAILS CLEARWATER ASF OPS CENTER MEETING ROOM EXECUTIVE STAFF SOI EXECUTIVE OFFICE TRANSPORTATION BREAKROOM TRANSPORTATION OPS 311 310 309 308 307 306 305 304 303 302 301

PETER & KIM’S OFFICE 314 313 312

RIVER FORK GUEST LOUNGE STORAGE 315

STAFF& MEETING DINING 316

RAPIDS

WHITE WATER HOST & GUIDE BREAKROOM

Sta Sleeping Room Oce

319 Program Ops Storage Welcome Center & Lounge Elevators

320 Credential Checkpoint

Revised January 30th, 2009 Grove Hotel - Third Floor Layout Created by the ce group event based marketing ASF CONTACT LIST

Co. Last First Title/Role Email Phone Cell Fax Address Corp. Advisor, Sponsor 1133 19th Street, NW SOI Baskin Tanya Liaison [email protected] 202/824-0202 202/215-7130 202/347-3460 Washington, D.C. 20036

SOI Chursov Andrei [email protected] 202/390-2554 202/390-2554

SOI DeQuatro Cheri [email protected] 619/985-7823 202/390-5982 Volunteer Logistics and 1133 19th Street, NW SOI Dietz Lisa Administration Mgr. [email protected] 202/824-0228 508/776-1016 202/824-0200 Washington, D.C. 20036 1133 19th Street, NW SOI Gully Kevin Global Event Marketing [email protected] 202/824-0329 202/422-5980 202/824-0354 Washington, D.C. 20036

SOI Igbon Kemi [email protected] 240/305-9894 240/305-9894 1133 19th Street, NW SOI Lenox Dave [email protected] 703/609-0981 Washington, D.C. 20036 1133 19th Street, NW SOI Lum Brady President & COO [email protected] 202/824-0302 404/281-1619 Washington, D.C. 20036 Senior Manager of Global 1133 19th Street, NW SOI Maldonado Joanne Event Marketing [email protected] 202/824-0229 703/795-5311 202/824-0354 Washington, D.C. 20036

SOI Maxwell Donna [email protected] 866/557-0379 866/557-0379

SOI Namzemzadeh Shirin [email protected] 1133 19th Street, NW SOI Neill Steve [email protected] 202/824-0252 857/998-1864 Washington, D.C. 20036

SOI Patton Matt [email protected] 978/604-0691

SOI Proctor Rosa [email protected] 703/927-9203 1133 19th Street, NW SOI Shriver Tim Chairman & CEO [email protected] 202/824-0263 202/215-2553 Washington, D.C. 20036 1133 19th Street, NW SOI Todd Lee Games Advisor [email protected] 202/628-3630 208/919-1604 Washington, D.C. 20036

SOI Wheatley Joan [email protected] 703/615-4989 703/615-4989 Vice President of External 1133 19th Street, NW SOI Wheeler Peter Affairs [email protected] 202/628-3630 202/215-2549 202/824-0354 Washington, D.C. 20036

SOI Wheeler Holly [email protected] 703/786-8434 Senior Director of Global 202/628-3630 1133 19th Street, NW SOI Widdess Kim Event Marketing [email protected] x1367 202/280-0478 202/824-0354 Washington, D.C. 20036

SOI Zorio Betsy 703/380-7848

3150 W. Main St. GOC Main Line 208/938-5505 Boise, ID 83702

Page 1 of 4 Updated by CE Group 4/17/2009 ASF CONTACT LIST

Co. Last First Title/Role Email Phone Cell Fax Address 3150 W. Main St. GOC Fisher Chip Chairman & CEO [email protected] 208/377-7151 208/380-3249 208/939-5508 Boise, ID 83702 3150 W. Main St. GOC Hawkins Gail Manager, Guest Services [email protected] 208/377-7197 208/919-1599 208/939-5508 Boise, ID 83702 VP, Chief Operating 3150 W. Main St. GOC Miles Kirk Officer [email protected] 208/377-7184 208/380-3651 208/939-5508 Boise, ID 83702 Exec. Admin. Asst. to Chip 3150 W. Main St. GOC Myers Denise Fisher [email protected] 208/377-7204 208/571-9130 208/939-5508 Boise, ID 83702 Sr. Dir., Press Ops & Event 3150 W. Main St. GOC Walker Michele Services [email protected] 208/377-7168 208/602-2642 208/939-5508 Boise, ID 83702

CE Caughlin Drew Transportation Mgr. [email protected]

Page 2 of 4 Updated by CE Group 4/17/2009 ASF CONTACT LIST

Co. Last First Title/Role Email Phone Cell Fax Address Guest Experience 100 Montana St CE Chapman Kari Manager [email protected] 210/820-2107 210/213-5599 210/820-2199 San Antonio, TX 78203 200 East Grayson, Ste. 212 CE Hager Cassie Events Manager [email protected] 210/569-6936 210/254-8558 210/822-7723 San Antonio, TX 78215 Accommodations 200 East Grayson, Ste. 212 CE Henges Sissie Manager [email protected] 210/490-7155 210/845-2539 210/822-7723 San Antonio, TX 78215 200 East Grayson, Ste. 212 CE Holliday Janet Program Advisor [email protected] 210/569-6970 210/365-4799 210/822-7723 San Antonio, TX 78215 Guest Experience 200 East Grayson, Ste. 212 CE Kyle Shane Manager [email protected] 210/569-6913 210/842-6935 210/822-7723 San Antonio, TX 78215 71 Madera Ave CE Lago Michele Track Manager [email protected] 650/483-4946 San Carlos, CA 94070 200 East Grayson, Ste. 212 CE Parker Emily Track Manager [email protected] 210/569-6934 210/204-2281 210/822-7723 San Antonio, TX 78215 200 East Grayson, Ste. 212 CE Pierce Julie Hospitality Manager [email protected] 210/569-6915 210/860-0239 210/822-7723 San Antonio, TX 78215 Production Mgr. for 200 East Grayson, Ste. 212 CE Quiroz Maritza Ceremonies [email protected] 210/569-6952 210/323-9345 210/822-7723 San Antonio, TX 78215 Program Operations 200 East Grayson, Ste. 212 CE Scannell Christa Director [email protected] 210/569-6937 210/241-9677 210/822-7723 San Antonio, TX 78215 200 East Grayson, Ste. 212 CE Schumann Christyn Guest Services Manager [email protected] 210/569-6924 210/548-9157 210/822-7723 San Antonio, TX 78215 202/824-0292 200 East Grayson, Ste. 212 CE Urban Emily Guest Services Director [email protected] x1292 202/413-5344 San Antonio, TX 78215 200 East Grayson, Ste. 212 CE Warner Stacy Guest Services Manager [email protected] 919/599-6731 San Antonio, TX 78215 457 Kirk Road CE Warwick Liz Program Advisor [email protected] 404/370-9807 404/667-7502 404/370-9807 Decatur, GA 30030

1210 Alpine St. Bldg 1319 MH Fentress Jeremiah Sports Experience [email protected] 208/828-2813 208/371-4284 Mountain Home AFB, ID 83648 1210 Alpine St. Bldg 1319 MH Handley Keith Guide Volunteers [email protected] 208/828-2440 860/324-4879 Mountain Home AFB, ID 83648 1210 Alpine St. Bldg 1319 MH Juliana Ronald Transportation [email protected] 208/828-3916 208/867-5927 Mountain Home AFB, ID 83648 1210 Alpine St, Building 1319 MH Novak Mark Overall POC [email protected] 208/828-1669 208/590-0048 Mountain Home AFB, ID 83648 1210 Alpine St. Bldg 1319 MH Piper Beau Ops Center [email protected] 208/828-2815 208/590-4034 Mountain Home AFB, ID 83648 1210 Alpine St. Bldg 1319 MH Smiley Jeremy Ops Center [email protected] 208/590-1392 Mountain Home AFB, ID 83648 275 Aardvark Ave MH Wickard Greg Transportation [email protected] 208/828-4071 208/590-1408 Mountain Home AFB, ID 83648

Page 3 of 4 Updated by CE Group 4/17/2009 ASF CONTACT LIST

Co. Last First Title/Role Email Phone Cell Fax Address 245 South Capitol Blvd Grove Main 208/333-8000 208/333-8800 Boise, ID 83702 Director of Sales, Catering 245 South Capitol Blvd Grove Adams Rene & Marketing [email protected] 208/472-3353 208/841-4135 208/424-2177 Boise, ID 83702 Director of Conference 245 South Capitol Blvd Grove Rankin Nancy Services [email protected] 208/472-3358 208/919-3279 208/424-2177 Boise, ID 83702 Convention Sales 208/472-3354 245 South Capitol Blvd Grove Schofield Kathy Manager [email protected] x2180 208/859-9238 208/424-2177 Boise, ID 83702 245 South Capitol Blvd Grove Turner Travis Qwest/Video [email protected]. 208/424-2200 Boise, ID 83702

981 Grove St H43 Main 208/342-4622 208/344-5751 Boise, ID 83702 981 Grove St H43 Dyer Dilara Director of Sales [email protected] 208/287-1482 208/921-0615 208/344-5751 Boise, ID 83702

2233 Williams Point Drive SV Alldridge Beth [email protected] 608/335-1621 Stoughton, WI 53589 1680 Shaw Mountain Rd SV Moloney Pat [email protected] 208/385-9510 208/573-0896 208/389-9024 Boise, ID 83712

Showcase Baker Rob Transportation - Limo [email protected] 208/938-1726 210/870-8057 Knight Chair of Visual 5100 Brunson Drive Photo Beckman Rich Journalism [email protected] 305/284-2726 305/213-5377 305/284-5205 Coral Gables, FL 33146 575 E. 42nd St. Fisher Bishop Roger Printers/Equipment [email protected] 208/947-3646 208/850-3661 208/947-3491 Boise, ID 83714 575 E. 42nd St. Fisher Herndon Laurel Printers/Equipment [email protected] 208/947-3639 208/631-7202 208/947-3491 Boise, ID 83714 575 E. 42nd St. Fisher Sellman Terry Printers/Equipment [email protected] 208/599-0662 208/599-0662 208/947-3491 Boise, ID 83714 188 N. Wells Street, Ste. 202 TGI Machiela Jason Branding [email protected] 312/977-1800 312/493-3784 Chicago, IL 60606 312/977-1800 188 N. Wells Street, Ste. 202 TGI Remedi Brian Branding [email protected] x106 219/746-4850 Chicago, IL 60606

Page 4 of 4 Updated by CE Group 4/17/2009 After Action Report

FUNCTIONAL AREA: Airport gate greets

MANAGER : Shane

OBJECTIVE: Every All-Star Fan will be greeted upon arrival at the gate at the Boise International Airport (commercial flight) or on the tarmac at either Jackson Jet Center or Western Aircraft (private aircraft). All-Star Fans will arrive in Boise to a gate welcome and be ushered to the Grove Hotel or Hotel 43 as expeditiously as possible by assigned guide, airport personnel, program staff, and transportation support.

THE PLAN:

Arrivals

• ASF airport operations will monitor flight arrivals from an assigned 3 rd floor conference room at BOI. • ASF airport transportation will operate from the ground floor rotunda desk near baggage claim. • Guides will be scheduled to arrive at Grove Hotel for ride to airport with at least 30 minutes prior to confirmed arrival. • Guides, SO athletes and ASF staff will be escorted through security to gate. Please note, normal security requirements apply, but our greeting group will be issued special passes required in place of boarding pass and will be escorted to front of line by airport personnel. • All guides will submit their full name and birthday so that they can be issued a no fly pass so that they may enter the gate area. List will be forward by Feb. 2 nd . • Guides will be advised to wear slip off shoes and avoid wearing anything that may slow the security process • Shane will have an airport escort since he will be traveling several times through security (Note: Shane will also be carrying photography equipment) • Guest will be greeted at the gate by a Guide and Guide Coordinate (Shane Kyle) o A few guests may need to be greeted by an additional SOI personnel (i.e. Tim Shriver). Jerry will be made aware of these special guests that will require more than the guide and guide coordinator. • The transportation coordinator will be advised to wait in Parking E, dispatch will notify the transportation coordinator when guests arrive • All mini-vans, sedans, buses, etc. that will be picking up All-Star Fans will have a loading pass in the front window

Departures for special requests (not utilized)

• The guest will go to the ticket counter and then escorted to a holding area • Once the flight started to board, the guest will notified and then be escorted by BOI operations staff to the front of the security line • Or these guests may choose to go through a private screening. o guests will be made aware the security line is the most efficient process.

WHAT WORKED:

• Having a highly flexible and easygoing coordinator in Jerry King was a huge help. • Having plenty of volunteers was great – especially during the heavy traffic times.

CHALLENGES:

• Though flight times were advanced as much as possible (internet, AR/DEP board in airport,) some times and or flight numbers/gates changed with no notice. • Some info not shared between dispatch and runners, resulting in loss of guest location. There were a few times when updated info that dispatch had (flight changes, etc.) was not communicated with the runners. Timing changes heavily affected coordination of gate pickups. • Many guests seemed unaware that they would be met at the gate and moved right past greeting group holding name placard. CE resolved by having volunteers work the baggage claim area to identify “missed” guests.

RECOMMENDATIONS:

• Ideally one person to remain in ops center (airport) with internet access to advance flight times and numbers, and direct communication with dispatch. This would enable them to update runners via radio out on the floor, especially during peak times. • Also, advance recommendations of proper arrival gifts for dignitaries - heads of state, royalty, etc. Consulate did not always take care of this, though they were there to get them. After Action Report

Functional Area: Awards Presentations

Manager : Emily Urban

Objective: Assist with the scheduling involving the integration of ASF guests into the awards program so they have the opportunity to present awards to the athletes.

The Plan:

Pre-planning: One Manager, two assistants (at later date)

Staff on site: One Manager, two assistants

Duties include:

• Create Awards schedule for all ASF and MVP guests • Collaborate with GOC to populate Awards Schedule

What Worked:

• Awards Schedule was simple to create with input from the venue managers • GOC helped fill in most presentation slots, while ASF guests could add on at any point • Awards Commissioners at each venue provided scheduling changes and presentation training

Challenges:

• Changes in Awards presentation times caused guests to miss presentation or wait for long periods of time, however most guests were understanding that competition went shorter or longer than expected After Action Report

Functional Area: Coffee Walks

Manager : Stacy Warner (CE Group)

Objective : The Boise City Department of Arts and History invites Special Olympic World Game All-Star Fans to experience downtown Boise's public art through an information guided tour. This service is provided to share the history, stories, and symbolic meanings of diverse public artworks.

The Plan:

The Boise City Department of Arts and History invites Special Olympic World Game All-Star Fans to experience downtown Boise's public art through an information guided tour. This service is provided to share the history, stories, and symbolic meanings of diverse public artworks. Guest will enjoy a first- hand opportunity to learn about how artists are selected, where their inspiration comes from and how the artwork reflects the community for which it was made. Boise, the second city in Idaho to pass a percent-for-art ordinance, has demonstrated great community leadership through its sponsorship of numerous public artworks. In a very short time, Boise has accumulated over forty outdoor public art pieces as well as a collection of over 50 visual and literary works entitled the Boise Visual Chronicle, which offers area artists' perspectives on contemporary Boise.

Tours are scheduled leave from the Grove lobby at 9am on Sunday, Monday, Tuesday, and Thursday. The tour requires considerable walking in the downtown area, so please dress according. Each tour is approximately 1.5-2 hours in length.

What Worked: This was a great opportunity to offer to All-Star Fans. Although many took advantage of the coffee, tea, and hot cocoa offered in the lobby and used that time and space to mingle with other fans, no one actually choose to go on the walks/tours that were offered. The willingness of the Boise City Department of Arts and History to provide guided tours at no cost and the tour guides’ flexibility were also positives.

Challenges: The cold weather and early morning time slot most likely deterred many fans from participating on the walk. In addition to this, the option to attend the walks without signing up also proved to be a challenge.

Recommendations: The coffee walks might have been more successful if All-Star Fans had to sign up to participate on the walks/tours or if the walks/tours were a part of a track. The coffee walks were a creative idea that added an activity with local flavor and would have provided All-Star Fans with some insight into the history and art that the host city had to offer. Overall, it is recommended that this activity be continued, possibly in an afternoon time slot, and it is suggested that fans be required to “sign-up” for the tours one day prior. After Action Report

Functional Area: Credentialing

Manager : Emily Urban

Objective: Use the confirmed guest and staff list to have credentials printed for the All Star Fan program and distribute these credentials at check-in.

The Plan:

Pre-planning: One Manager, two assistants (at later date)

Staff on site: One Manager, two assistants

Duties include:

• Ensure that all the necessary fields are in the database for the credentials information • Establish a relationship with the lead of the credentials process for the GOC • Understand the Arrival pattern of guests and ensure that the credentials are ‘in hand’ when guests arrive • Create all ‘Welcome Packet’ information to go with credential • Determine distribution process for Welcome packet and credential • Determine badging/credential for all staff

What Worked:

• Early list of credentials were produced in a timely fashion and most guests received a credential immediately upon check-in

Challenges:

• Last minute credentials were not produced in timely fashion

• GOC division of Credentials did not want to print generic ASF Guest passes which were requested early in advance. The generic passes would have been helpful for last minute guests and by the time they were produced guests had checked in and left without any type of credential.

Recommendations:

• Create generic passes or day passes that can be used by guests who arrive at the last minute or for guests of guests who show up After Action Report

Functional Area : Database Management

Manager : Christyn Schumann, Emily Urban, Maritza Quiroz

Objective: This department captures all pertinent guest/staff profile information within the SOI or selected database. They distribute the online forms in November (TBD) to all guests and staff. This information is then ‘scrubbed’ and distributed to all internal and external stakeholders on an as needed basis. Reports are generated by request and channeled through the database manager.

The Plan:

Pre-Planning : One Manager

Staff on Site: One Manager

Duties would include:

• Review layout and content of existing database fields (through GEM system) • Send out on line registration tool to all invitees and staff • Manage and ‘scrub’ completed forms • Print bi-weekly reports for SOI management and Ops Manager • Collaborate with other dept leads about info they need from database • Manage changes to original registrations • Distribute changes in a timely way to stakeholders • Create linkage to GOC Credentials group to facilitate timely printing and receipt of credentials • Create overall master timeline for database • Determine usage of data after project (destroy or archive) • Provide event survey (guest satisfaction survey) software • Draft Department After Action Review at conclusion of program

What Worked: • GEMS Database was sufficiently stocked with prior guests information • Cvent’s online registration allowed guests to register themselves and change any data if needed • GEMS produced pertinent spreadsheets created weekly by Guest Manager for review by SOI staff o RSVP Management List o Hotel Room Dates o Arrival and Departure Schedules o Credential List

Challenges: • Difficult to keep GEMS and Cvent updated/matching the last month before the event due to the high influx of changes from guests. It was labor intensive to manually enter all of the information into both systems. • Incorrect contact information in GEMS slowed the follow-up process • Guests did not use online registration option (Cvent) as much as expected. Approximately 20 guests used the system on their own while the others were entered in manually. • One of the primary decisions to use CVENT was for its online payment function, which we didn’t end up using. This led to a great deal of time being spent on invoices, following up, etc. that could have been avoided… much inefficiency! • There were so many last-minute changes during the online registration setup process… inefficient use of time.

Recommendations: • Develop an online registration tool through GEMS that can capture all online information • Only allow guests to register using this online tool, eliminating the Off-line Registration Form • Online payment option so we’re not asking guests to pay on-site. • Make guests commit to attending by requiring them to pay in advance. Their hotel confirmation would remain in a “pending” status until payment is confirmed. Décor Design Plan Including Signage

Presented January 9, 2009

Revised and Submitted January 27, 2009

After Action Report Submitted March 15, 2009 (highlighted)

Overview: The Décor Design Plan will feature prominently both the Be A Fan messaging and the All‐Star Fan look. Whenever possible, create design elements that can be returned to SOI and used in future events. Welcome signage and elements will incorporate look and colors of the Games as these will be located in public areas and possibly near or comingled with GOC produced signage.

Overall, design and execution was well done and within budget. CE’s vendor TGI provided excellent quality large format signage for lobby and a very reasonable price. Would recommend, if allowed by properties, for the budget to include exterior signage for host hotel(s) to more prominently announce the property as part of the Games. The Grove was very hesitant but in the end approved most of the designs for the lobby. As SOI did not occupy 100% of the hotel, they were resistant to major signage and changes in the lobby that would be in effect for more than a week. The GOC delivered all but one sign ordered, but there was push back from them as to the extent of our original order. We revised and lowered the overall number of signs. The graphic support from GOC did not meet deadlines and most signs were printed without SOI approval of proofs. Planned use of volunteers and staff to hold directional signage and provide directions to guests during mass group movements was successful and better received than relying on directional signage alone. Recommend signage plan would include more comprehensive daily messages placed in host hotel. When we did this, it was well received.

The CE Group is donating the cost for the retractable banners, 100 buttons and the lighting for the Dessert Reception.

Locations

1) Guides, Volunteers, Staff

2) Vehicles

3) Airport

4) Grove Hotel

a. Lobby

b. 3rd Floor

c. Guest Welcome Center & Lounge

d. Guest Rooms

e. Ballroom

5) Hotel 43 Lobby

6) Sun Valley

7) Dine Around

8) Opening Ceremonies Rodeo Club

9) Competition Venues

Plan

1) Guides, Volunteers, Staff

a. Uniform for all personnel include fleece vest (color taupe) worn over business casual dress, Games credential with custom color coded lanyard (see Appendix A)

b. Guides and front of house hotel staff will wear ASF buttons (see Appendix B)

c. Lollipop signs (16) will be used when leading guests in groups (see Appendix C)

2) Vehicles

a. Cars, vans, mini busses, and motorcoaches dedicated to the program will be marked by windshield placard featuring ASF logo and designated track color as applicable (see Appendix D and E).

b. Loading areas will be marked with GOC produced and provided sandwich boards with text as listed in the Signage Request List (see Appendix F)

3) Airport

a. Meet and Greets will feature the personal touch with all guests receiving welcome at the gate or jet center. Welcome group will include a guide and athlete. Guide will hold Guest Name placard (see Appendix G).

b. Arriving guest support personnel including staff, volunteers, guides, and transportation will operate from the ASF guest information desk located in the rotunda of the airport. Guest information signage on easel will be provided by GOC per the request list. Sponsor recognition and media sponsor signage (retractables) will be located next to desk.

c. Loading zone will be marked with a sandwich board provided by GOC per the request list.

4) Grove Hotel

a. Lobby

i. Main entry window, revolving doors, elevator doors, and registration desk sign will feature Games and SOI look per renderings (see Appendix J)

ii. Guests Services Desk is manned by uniformed volunteers with information sign on easel provided by GOC per request list.

iii. Lobby registration area floral arrangement will feature colors and custom designs based on look of the Games (snowflake). This is provided by The Grove

iv. Hotel employees behind registration desk, Emilio’s and Lobby Bar will wear “Welcome” buttons

v. Near elevators, sign provided by GOC per request list will direct guests to Welcome Center and Lounge will be placed on easel

b. 3rd Floor

i. Elevator waiting area will have signage provided by Grove Hotel in wall mounted holder. Uniformed access control volunteer will be positioned there to check credentials as guests exit elevators.

ii. Hallway leading to Lounge and executive meeting room (Cattails) will feature thirty (30) 24”x36” Be A Fan panels, custom designed and hung from ceiling (brackets provided by Grove). These panels are made from lightweight foamcore with Be A Fan graphics printed in color or black and white. These will be shipped to SOI for use during later events or as post Games gifts to sponsors or guests. Alternate application includes the ability for guests or athletes to sign panels creating a one of a kind message board. (See appendix K)

iii. Sponsor recognition banners and media sponsor recognition banners (retractables) will be placed at key locations along hallway and flanking entries to lounge. (See appendix H)

c. Guest Welcome Center & Lounge

i. TV’s provided in lounge will feature SOI provided loop

ii. Table centerpieces as needed will .

iii. Coca‐Cola coolers and product placed throughout

iv. Internet Café computers will be programmed to SOI and Games websites and predetermined blogging pages.

v. Uniformed volunteers will work during service hours.

vi. Panels same as in hallway will feature Be A Fan graphics

vii. Welcome Bags and Gifts will include documents printed on logo paper

d. Guest Rooms

i. Dasani bottles will replace hotel water in rooms for ASF guests on arrival day only

ii. Nightly gifts and messages selected specifically for ASF guests

iii. TV will have channel that feature 24 hour per day SOI programming/loop

iv. Fruit baskets provided by Grove

e. Ballroom (for use during Dessert Reception and Opening Ceremonies Brunch)

i. Large retractables, welcome, sponsors, media sponsors

ii. Ten (10) Be A Fan panels

iii. Stage backdrop of the SOI, Idaho and USA flags

Used pipe and drape with Be A Fan posters, additional charge to SOI for labor and rental.

iv. Gobo’s and uplighting

v. Coca‐Cola display with Polar Bear mascot (Dessert Reception only)

5) Hotel 43 Lobby

a. Welcome, sponsor, media sponsor retractable

This signage was redistributed to Grove and ASF off site events.

b. Welcome desk

6) Sun Valley

a. Per request list

b. Welcome, sponsor, media sponsor retractable as above

Sent with Beth prior to program beginning.

7) Dine Around

a. Welcome sandwich boards per request list

b. TV’s as available with SOI programming/loop

c. Table centerpieces

8) Opening Ceremonies Rodeo Club

a. Repurposed sponsor and media sponsor signs from airport rotunda, table centerpieces from Dine Around

b. Photo jacket placed in rooms post ceremony to feature message and logo

9) Tracks and Competition Venues

a. Loading area sandwich boards

b. Color coded lollipop signs, guest passes and vehicle placards

c. Lounge is shared space with Families so signage designed and produced by GOC

Appendix A

Lanyards

Appendix B

Buttons

Appendix C

Lollipop Signs

Appendix D

Private Vehicle Placard

Appendix E

Color Coded Track Guest Passes, Lollipop Signs and Vehicle Placards

Appendix F

Signage Request List

Location Quantity Size Substrate Log o Content Description of Use on easel located adjacent to re ception desk, Feb. 5‐ 1Airport rotunda 1 22"x28" foamcore ASF color Information 7 and 10‐11 mounted on a‐fram e sign (1) 2Airport shuttle lane 2 22"x28" coroplast ASF color Bus & Motor Pool Loading Feb. 5‐7 and 10‐11

3Grove lobby 1 22"x28" foamcore ASF color Information on easel located in lobby, Feb. 5‐13 Guest Welcome Center 4Grove lobby 1 22"x28" foamcore ASF color 3rd Floor on easel located in lobby by elevators, Feb. 5‐7 Welcome Center & 5Grove 3rd floor 1 22"x28" foamcore ASF color Lounge on easel located on 3rd floor entrance to Rapids Welcome Center & 6Sun Valley Lodge Lobby 1 22"x28" foamcore ASF color Lounge on easel, room TBD Welcome Center & Lounge Located in the 7Sun Valley Inn Lobby 1 22"x28" foamcore ASF color Lodge on easel in Inn lobby

8Bogus Basin 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign

9 Idaho Ice World 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign

10 Expo Idaho 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign

11 Grove/Front Street bus cutout 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign

12 Nordic Center/Sun Valley 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign

13 Dollar Mountain/Sun Valley 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign

14 YMCA/Sun Valley 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign Airport/Hailey 15 Amphitheatre/Sun Valley 2 22"x28" coroplast ASF color Bus & Motor Pool Loading mounted on a‐fram e sign

16 Sun Valley Lodge Lobby 1 22"x28" foamcore ASF color Information on easel located in lobby, Feb. 8‐11

17 Sun Valley Inn Lobby 1 22"x28" foamcore ASF color Information on easel located in lobby, Feb. 8‐11 Private Event 18 Grove Hotel 3 22"x28" foamcore ASF color Credential Required used throug hout week in Boise Private Event 19 Sun Valley 2 22"x28" foamcore ASF color Credential Required used throug hout week in Sun Valley

20 Grove Hotel 10 2009 Games and SO I sponsor recognition ba nner prefer banner produced to layover 6'x30" table

21 Sun Valley 4 2009 Games and SO I sponsor recognition ba nner prefer banner produced to layover 6'x30" table coroplast 22 Grove Hotel 50 18"x18" or TBD ASF color none/logo only double‐sided and mounted on 2' handles coroplast 23 Sun Valley 20 18"x18" or TBD ASF color none/logo only double‐sided and mounted on 2' handles

24 Dine Around Venues 8 22"x28" coroplast ASF color Welcome All‐Star Fans mounted on a‐fram e sign

Fo otn ote:

(1 ) Order is for one a‐frame sign holder and the tw o signs that go on either side.

Appendix G

Guest Name Placard

Appendix H

Sponsor and Media Sponsor Retractable Signage (multiple locations)

Measurements:

Live Area: 33.5”x x 78” h

Total Area: 33.5”w x 82.5” h

Bleed: Top .5” – Bottom 4”

Note: CE Group purchasing frames, SOI purchasing banners

Appendix I

ASF Guest Passes

Appendix J

Grove Graphics

Games look graphics over lobby registration and over main lobby doors

PLEASE NOTE: UPDATED ARTWORK FOR YOUR APPROVAL IN THE WORKS AS OF 1/27/09

Appendix K

Grove Hotel Graphics

24x36 Foamcore Panel

Entrance Window - Upper (Sides) Entrance Window - Upper (Center) Entrance Window - Upper (Sides) 16.5” x 71.5” 16.5” x 80.6” 16.5” x 71.5” SPIRIT COURAGE JOY FUN Revolving Door Decals 10” x 10” qty: 2 of each WELCOME Registration Counter - Upper 30” x 272”

Registration Counter - Lower 4” x 272” Elevator Doors 84” x 48” Media Networks

Décor Recap

KEY DATES • February 6, Dessert Reception • February 7, Brunch • February 6 – 12 Welcome Center

TOTAL COSTS: $3120.01 (See details below)

Dessert Reception • 20‐ 36” round table tall boys with light blue satin cloths to the floor. Half will have snowflake overlays. • 20‐ 36” round cocktail tables with chairs covered in white satin cloths to the floor. • Centerpieces will alternate between tall clear glass cylinders fill with blue and silver balls and filament sprays of light on a base of snow. • Center dessert station will be topped by a large centerpiece of silver and snowy branches creating a focal point for the room. • Perimeter of the room will be lit with blue and white up‐lighting, and lighting trees for centerpiece spotlights. • Cost‐glass ball centerpieces‐$250, linens and table rental ‐$1291.63, up‐lighting and spot lights $310, filament lights rental $250, large centerpiece for dessert table $212—Total $2313.63

Brunch • 40‐ 72” round tables seating 10 guests covered in white linens. Each table will have a centerpiece of flowers in All‐Star Fan logo colors. • SOI signage and posters. • Costs: $706. 38 (half of these centerpieces are coming from the Dine Around, expense has already been approved)

Hospitality Center • Center will be filled with SOI images on walls and tables. A few flower arrangements will be placed in the rooms. • Lucite 6 sided frames will be place on tables with SOI specific images. • Centerpieces from brunch will be moved to hospitality center • Cost‐production of centerpieces: $100

Created by CE Group After Action Report

Functional Area: Dine Around

Manager : Cassie Hager (CE Group)

Objective: All Star Fan guests will enjoy a Boise dining experience at four downtown restaurants. Guests will be divided into four color coded groups and each group will gather and depart in fifteen minute intervals from the Grove Hotel lobby to be lead to their respective restaurant. Guides will accompany each group to their restaurant where they will be greeted by a host and they will enjoy entertainment, a short cocktail reception and then a seated dinner. After dinner, each group will be escorted back to the Grove Hotel for the dessert reception.

Duties:

• Review and execute Dine Around based on event recaps and run of shows per venue (up to four restaurants) • Execute Dine Around • Manage advance team of staff • Assist SOI with advancing Dine Around hosts

What worked:

• The evening was a great was for All-Star Fans to see downtown Boise as well as spend time with other fans from around the world. The high school band in the porte-cochere was well received and I think guests enjoyed the festive mood that the band added. Staggering the departure times was a good solution to getting groups out of a small, crowded lobby. • The Dessert Reception was a good way to get guests back to the hotel to reunite with the larger group.

Challenges:

• Guests were confused about start/departure times because scheduled times on their Dine-Around tickets didn’t coincide with printed information they had received prior to the ticket distribution. • The lobby was very small, making gathering separate groups difficult. • The entertainment at Leku Ona was too loud. However, the same group was very well received at Beside Bardenay.

Recommendations:

• Better coordination between SOI and CE about schedule information that is provided to guests.

Documents to include:

Dine Around Run of Show Dine Around Run of Show February 6, 2009

TIME SHOW ELEMENT LOCATION NOTES

2:00p Décor load in All restaurants

5:30p Guides and volunteers check in Grove 3 rd floor Stage Grove 2 nd 6:00p Dancers arrive floor 6:30p Motor cars stage for those who must ride Front Street cutout Guests begin to gather 6:45p Guides and volunteers placed along route Grove lobby 6:45p Hosts and Global Messengers in place All Restaurants 6:45 p Red Group ( Chandler’s) gather in lobby Chandler Restaurant 6:55 p Red Group depart for restaurant 7:00p Salads dropped, bars open All restaurants 7:00p Blue Group ( Berryhill) gather in lobby Berryhill Restaurant 7:05p Red Group arrive at Chandlers Cocktails and passed 7:05 – 7:20 Reception at Chandlers hors d’oeurvres

7:10p Blue Group departs for Berryhill

7:15p Green Group ( Beside Bardenay) gathers in lobby Bardenay Restaurant 7:20 p Blue Group arrive at Berryhill 7:20 – 7:40p Reception at Berryhill 7:15 p Txantxangorriak set up at Bardenay 7:20 p Green Group depart for Bardenay

7:25p Guests arrive at Bardenay 7:25p – 7:40p Reception at Bardenay 7:30p – 7:45p Txantxangorriak to perform Beside Bardenay 7:30p Gold Group ( Leku Ona) gather in lobby Leku Ona Restaurant 7:35p Gold Group depart for Leku Ona 7:40p Gold Group arrives Leku Ona 7:45p Txantxan depart for Leku Ona to set up 7:40p – 7:55p Reception at Leku Ona 7:55p Guests at Leku Ona asked to be seated 8:00p – 8:15p TxantxanGorriak perform Leku Ona 8:15p Musicians depart, dinner continues Leku Ona Each guide will be All guests return to Grove Hotel for dessert responsible for getting 8:45 – 8:55 p reception as ready guests back to hotel

9:15p Strike at all restaurants

After Action Report

Functional Area: Guest Management

Manager : Emily Urban

Objective: The purpose of this department is to facilitate the invitation process to guests, monitor RSVPs, conduct one on one follow-up with SOI assigned invitees, and draft itineraries and schedules for all guests.

The Plan:

Pre-planning: One Manager, two assistants (at later date)

Staff on site: One Manager, two assistants

Duties include:

• Track invitation process and RSVPs, doing follow-up, producing a report as to the status • Create an itinerary for each guest • Negotiate schedules with agents and handlers • Determine role for ‘entourages’ where appropriate • Collaborate with other departments to see linkages, and incorporate, as appropriate • Make all changes to schedules and advise as appropriate • Initiate Host and Guide briefings on site to advise of latest changes in schedule/plans • Conduct Guide training on site • Continue to manage/change all guest schedules on site as needed • Reconcile work after conclusion of the program • To oversee the selection, purchase and distribution of all gifts to guests on the program • Liaise with their GOC counterpart to understand all timelines and deliverables from a GOC perspective • Draft Department After Action Review at conclusion of program • Create all guest invoices reflecting duration of stay and location • Create Awards schedule for all ASF and MVP guests • Collaborate with GOC to populate Awards Schedule • Liaise with all hotels to produce rooming lists based on guests requests

What Worked:

Confirmation/RSVP

• Email Confirmation/RSVP Reminders were most effective means of communication • Collaboration with SOI managing directors to pool all known information about guest RSVP status • Weekly RSVP Status Reports to SOI managing direction showing accepts, regrets and interested • International managing directors provided helpful information about over-seas guest that were difficult to reach

Accommodations

• Direct link between Guest Manager and Hotel reservation specialist provided direct and open communication • Initial spreadsheet of needed rooms created positive initial rooming list, while daily email changes kept list up-to-date. Hotels in Boise and Sun Valley quickly responded with all changes. • Addition of on-side manager (Sissie) helped with all meeting space requests

Billing

• Invoice clearly showed breakdown of all costs associated with the program • Early meetings with Accounting helped Guest Manager produce a better process by which to create, log and follow up on all invoices

Challenges:

Confirmation/RSVP

• Missing/Out-dated contact information for many guests slowed process • Reminder follow-up calls were time consuming and mostly produced regrets from assistants • Guests did not readily register using online system • RSVP Deadline of November 15 was unrealistic and held no substance. Many guests were not able to make a final decision until early January. • January Information packet did not go out

Accommodations

• Last minute changes/additions were abundant in the two weeks prior to the event; especially additions from Sun Valley group headed by Pirie Grossman with guests who were not originally ASF guests • Lack of communication from guests who decided to stay longer/shorter caused shortage of available rooms • A few reservations were difficult to find if the front desk person was spelling the name incorrectly • New system did not calculate overall room nights correctly

Billing

• Last minute changes/additions were difficult to track, especially when the guest made changes themselves at the front desk • Invoicing prior to event was somewhat worthless due to the many changes on-site made by the guests. Most invoicing sent out prior to the event had to be recalled and changed. • Grove Hotel was unable to produce accurate rooming information during event • Grove Hotel confused SOI account with SO Canada and the GOC

Recommendations:

Confirmation/RSVP

• Create online registration process linked directly to GEMS. GEMS data will pre-populate most fields and make the process simple and efficient • Force guests to register online • Use managing directors even more for help with RSVP status as they have a relationship with the guest

Billing

• Representative from SOI Accounting should handle all aspects of the billing process from the creation of all invoices to the payment received

Documents to Include:

Proposed Business Approach

Invitation

Registration Form Proposed Business Approach Submitted by The CE Group on August 28, 2008 For All‐Star Fan Program ‘Packages’

During the 2009 Special Olympics (SO) World Games in Idaho

Goal The goal of a new funding model for the All‐Star Fan program (ASF) for SO would be to create a totally self funded model through a utilizing a combination of resources, such as ASF packages, program underwriting and program sponsorships. This particular document is focused on the ASF Program Package.

Purpose The purpose of creating program packages for the SO ASF program is to recover costs of key program components (room, transportation, apparel, etc.) that are incurred by SO, and used by guests, on this VIP program.

This document is focused on the details of the 2009 All‐Star program in Idaho, but the intent is to have the ‘package’ concept on all future SO VIP programs.

Benefit Budget relief for SO.

Background Historically, SO has paid for all costs (except for some guests’ rooms) associated with the ASF program for the World Games. As the ASF (formerly the Honored Guest) program has increased in size and services over the years, the financial burden for SO in supporting these programs has increased significantly. SO would prefer not to continue to pay 100% of all program costs, especially those directly incurred and used by program guests.

It is standard industry practice in most VIP hospitality programs (at least in the corporate world), that guests pay for a portion, if not all, of the costs associated with the development and execution of the hospitality program.

Package Components The following elements would be part of the Boise package design for 2009: • Hotel Room and Tax • Transportation • Credential and Welcome Packet

• Custom Ski Jacket with 2009 World Games marks (logo) • 2 Receptions/Dinners (Welcome Dinner, Founders Reception)

The following elements would be part of the Sun Valley package design for 2009: • Hotel/Condo room and Tax • Transportation • 1 Reception/Dinner (40th Anniversary Dinner)

There might be other Receptions/Dinners added/or modified to the program design at a later date. These F&B funds obtained through the package would be allocated towards the F&B program, knowing that either SO or the GOC would contribute the additional funds needed for support.

Note: Although there are other costs associated with the planning and execution of the All‐Star Program, it is suggested that for the initial year of implementing the package structure, that only several basic costs be covered. Those specific items are listed above.

Package Structure 1) Double Occupancy As over 98% of guest rooms are occupied by two adult people, the structure of the package has been designed for two people.

If only one person attends, there would be some savings for SOI on the package price, particularly in the area of Food and Beverage. But with only 2% or less of the group coming alone, we thought it best to recommend just one package type for the program.

Note: The guest would be able to take the second ski jacket home with them.

2) Waves – Time Duration of Program The package will be comprised of a certain number of days, over a certain time period.

1. Opening Ceremony Wave a. February 6‐9 (3 nights in Boise) + b. February 9‐11 (2 nights in Sun Valley) – an optional extension program

This Wave would either be just 3 nights OR 5 nights (for those who opted to add the Sun Valley extension.

2. Medals and Competition Wave a. February 10‐14 (4 nights in Boise)

This Wave would be limited to the Boise area.

3) Price Although some of the line item prices listed are still being finalized, we believe that these are manageable estimates against the costs that will be incurred.

Prices in the package are listed per day/per room/for 2 people:

1. Opening Ceremony Wave (Boise) a. Room $129. (at the Grove Hotel) b. Tax 17. (13% in Idaho) c. Transportation 40. ($20 per person/per day/ for transfers)* d. Credential/Welcome Pkt 10. (2 personalized credentials/packets) e. Ski Jacket 80. (assumes $246 total cost for 2 jackets) f. Receptions/Dinners 70. (assumes $210 ‘contribution’ for 2)

Cost per day $346. x 3 nights in Boise = $1038.

2. Sun Valley extension program (Sun Valley) a. Room $340. (location TBD) b. Tax 44. (13%) c. Transportation 40. ($20 per person/per day/transfers)* d. Reception/Dinner 40. (assumes $80. ‘contribution’ for 2)

Cost per day $464. x 2 nights in Sun Valley = $928..

3. Medals and Competition Wave (Boise) Same as Boise $1038 (3 nights) plus 1 additional night $346 = $1384 (1390)

Cost Summary: Opening Ceremony Wave only $1038. Opening Ceremony Wave and Sun Valley $1975. Medals and Competition Wave $1390.

Constituent Groups Who pays for an All‐Star package and who doesn’t?

Our preliminary recommendation would be that the following groups pay for:

Opening Ceremony Wave (Boise) package:

SOI Board 40 rooms SOI Board guests 10 GOC Board 14 SOI Sponsors 15 GOC Sponsors 5 Celebrity Entourage 25 (for SOI and GOC – 1 person per celebrity) Gov’t Entourage 11 (for SOI and GOC – assumes half gov’t will half 1 staff) Kennedy/Shriver 20 NGOs 10

SUB TOTAL 150 =150 rooms x $1038 (3 nights) = $155,700.

Sun Valley Extension program:

SOI Board 30 rooms Board guests 10 GOC Board 10 SOI Sponsors 10 GOC Sponsors 10 Celebrity Ent. 10 Kennedy/Shriver 15

SUB TOTAL 95 = 95 rooms x $928 (2 nights) = $88,160.

Medals Ceremony Wave (Boise):

SOI Board 10 rooms Board guests 5 GOC Board 10 GOC Sponsors 10 GOC Sponsors 10 Celebrity Ent. 5 Gov’t Entourage 5 Kennedy/Shriver 20 Hockey/NHL 10

SUB TOTAL 85 = 85 rooms x $1400 (4 nights) = $119,000.

TOTAL $362,860.

The following constituent groups would not be charged:

SOI and GOC Celebrities Private Donors Government Leaders

Note: The entourages that accompany celebrities and government leaders would be charged a package price.

Risks/Remedy Risk: Potential of ‘mixed messaging’ to high profile guests.

Remedy: SO still pays for high profile guests (celebrity, donor, gov’t official) but their entourage would purchase a package.

Risk: Board members potentially unhappy as they have never had to pay to attend the VIP program

Remedy: Advise Board (through positioning statement) of the new structure and the effort to create a more sustainable funding model. This new package structure is part of that new funding model and the costs are really nominal.

Recommendation Request that Brady approve the package price and the constituent groups that get charged.

Register and Join Us at the 2009 Special Olympics World Winter Games!

Attend the Opening Wave, engage in unique volunteer and interaction opportunities with the athletes, view competition, and participate in special events such as the Founder’s Reception and Global Youth Rally;

Take an optional two-night excursion to Sun Valley to view more competition and attend unique special events; or

Attend the Medaling and Closing Wave, view the final days of competition, have the opportunity to present medals to the athletes and participate in special events.

On-line registration please visit: www.specialolympics.org/All-StarFans User Name: allstarfans Password: 1Fanofso

Off-line registration please contact: Emily Urban, Special Olympics Phone: +1 (202) 824-0294 Fax: +1 (202) 824-0354 [email protected]

Special Olympics All RStar Fans Program 1133 19th Street, NW Washington, D.C. 20036 USA

Please respond by November 15

2009 Special Olympics World Winter Games Boise, McCall & Sun Valley, Idaho, USA 7 13 February, 2009 All-Star Fans Registration Form

This information is being collected on behalf of Special Olympics and will be processed at Special Olympics Headquarters in Washington, D.C., USA. It will be used only by Special Olympics and the 2009 Special Olympics World Winter Games.

Section 1 Primary Guest Registration Information

Prefix / Title Given / First Name Middle Name Family Name / Surname Suffix (e.g. Mr., Mrs., Dr., etc) (e.g. Jr., Ph.D., etc)

Organization

Position / Title

Mailing Address Street Address 1:

Street Address 2:

City: State/Province: Zip/Postal Code: Country:

Contact Person (if different than Guest)

Contact Information Language Information: The official language of the 2009 Special Olympics World Winter Business Phone Games is English. If you speak a language other than English and Home Phone require a translator, please specify below. Cellular/Mobile Phone Fax Primary Language E-mail Secondary Language Contact in Case of an Emergency:

Full Name Special Needs Relationship to Guest Do you require a wheelchair: Yes No E-mail Address Phone (Type) Special Needs / Comments: Credential Information: Please indicate exactly how you want to appear on your credential:

Credential Full Name

Credential Organization Dietary Restrictions / Comments: Credential Position

Gender (Male/Female)

Date of Birth (Month/Day/Year)

2009 Special Olympics World Winter Games - All-Star Fans Registration Form page 1 of 4

2009 Special Olympics World Winter Games All-Star Fans Registration Form

Section 2 Wave Registration

For our All-Star Fans, we have created a two-wave participation program to ensure that you, our supporters and friends, are able to experience the many facets of Special Olympics and the programs that we offer our athletes. No matter which option you choose, we are confident your experience at the Games is going to be unforgettable. Meeting and engaging with our athletes will make for memories and inspiration that last a lifetime.

Please select your desired participation wave:

Opening Wave (6-9 February) Boise, Idaho 6 February Welcome Dinner hosted by members of the All-Star Fans Honorary Committee 7 February Opening Ceremony followed by the Founder s Reception 8-9 February Engage in unique volunteer and interaction opportunities with the athletes, view Floor Hockey, Figure Skating, Speed Skating and Alpine Skiing competition, and participate in Special Events such as the Global Youth Rally

Package Fee (includes hotel for 3 nights): $1,050 USD per couple*

Optional: Sun Valley Experience (9-11 February) Sun Valley, Idaho 9 February Welcome Dinner hosted by one of Sun Valley s star residents 10 February View Snowboarding and Cross-Country Skiing Competition and attend unique events such as the Sun Valley Youth Summit and a day of skiing with Picabo Street and Special Olympics athletes

Package Fee (includes hotel for 2 nights): $950 USD per couple*

Competition and Medaling Wave (10-13 February) Boise, Idaho 10 February Welcome Reception hosted by members of the All-Star Fans Honorary Committee 11-13 February View the final days of competition in Floor Hockey, Figure Skating, Speed Skating and Alpine Skiing, have the opportunity to present medals to the athletes and participate in unique volunteer and interaction opportunities with the athletes 12 February 2011 Special Olympics World Summer Games Gala Kick-Off Dinner 13 February Closing Ceremony followed by a VIP reception

Package Fee (includes hotel for 4 nights): $1,400 USD per couple*

If you would like to extend beyond the specified wave, please indicate that in the field below:

*Single package and extension days pricing available upon request

2009 Special Olympics World Winter Games - All-Star Fans Registration Form page 2 of 4

2009 Special Olympics World Winter Games All-Star Fans Registration Form

Section 3 Travel Information - (Please indicate, to the extent possible, your travel information.)

Dates of arrival into and departure from Idaho - (final leg of journey only) TRAVEL Arrival Departure Traveling Party: INFO Details Details For airport operations, please indicate the number of Date (Month / Day / Year) people traveling with you: Time (Universal Time-e.g.14:00) Airline Baggage: Please enter the number of bags that you anticipate Flight Number having with you (incl. guest bags): Airport Information

If you will be traveling to Idaho by other means of transportation (e.g. Train, Private car, etc), please indicate travel details to/from Idaho. Arrival Details Departure Details

Section 4 Accommodations

All-Star Fans Host Hotel: The host hotel for the All-Star Fans Program participants is The Grove Hotel. The Grove Hotel is located in downtown Boise, Idaho and is Boise's top luxury full-service hotel. Please make your room request below:

Grove Room 1: Name of Occupants:

Check-in Date: Check-out Date:

Room Type: Single Double (two beds) Special Needs: (select one)

Grove Room 2: Name of Occupants:

Check-in Date: Check-out Date:

Room Type: Single Double (two beds) Special Needs: (select one)

Please indicate below if you are staying at another property than The Grove Hotel:

Hotel Name: Name of Occupants: Check-in Date: Check-out Date:

2009 Special Olympics World Winter Games - All-Star Fans Registration Form page 3 of 4

2009 Special Olympics World Winter Games All-Star Fans Registration Form

Section 5 Accompanying Guests (please complete this section for each additional guest)

Prefix / Title Given / First Name Middle Name Family Name / Surname Suffix (e.g. Mr., Mrs., Dr., etc) (e.g. Jr., Ph.D., etc)

Organization Position / Title Mailing Address Street Address 1:

Street Address 2:

City: State/Province: Zip/Postal Code: Country:

Contact Person (if different than Guest)

Contact Information Language Information: The official language of the 2009 Special Olympics World Winter Business Phone Games is English. If you speak a language other than English and Home Phone require a translator, please specify below. Cellular/Mobile Phone Fax Primary Language E-mail Secondary Language

Contact in Case of an Emergency:

Full Name Special Needs Relationship to Guest Do you require a wheelchair: Yes No E-mail Address Phone (Type) Special Needs / Comments: Credential Information: Please indicate exactly how you want to appear on your credential

Credential Full Name

Credential Organization Dietary Restrictions / Comments: Credential Position

Gender (Male/Female)

Date of Birth (Month/Day/Year)

This form must be received in the Special Olympics Headquarters Office via fax, e-mail or regular mail by November 15, 2008:

Special Olympics, Inc. Attn: 2009 Special Olympics World Games All-Star Fans Program 1133 19th Street, NW Washington, D.C. 20036, USA

Contact : Emily Urban Tel: +1(202) 824-0294 Fax: +1(202) 824-0354 E-mail: [email protected]

2009 Special Olympics World Winter Games - All-Star Fans Registration Form page 4 of 4 After Action Report

Functional Area: Hotel contracts

Manager: Liz Warwick and Christa Scannell

Objective: Assist SOI legal counsel with negotiating best business terms.

The Plan:

• Advises three hotels (2 in Boise, 1 in Sun Valley) of program requirements • Initiate all hotel contracts • Negotiate all business terms with hotels prior to hand off to SOI legal department • Ensure room block is in agreement with hotel contract

Challenges:

The hotel contracts were already committed to by the time the CE Group got involved. So CE Group tried to implement certain ‘terms and conditions’ with the hotels to benefit SOI – but it was very difficult for two (2) reasons:

1) All hotels had a bad business experience with the GOC the year before the Games;

2) Hotels were committed to by SOI – and then, after the fact, the CE Group tried to assist in implementing more beneficial terms and conditions for SOI with the hotels (before the contract was actually signed). SOI, was to some degree, held hostage on ‘terms and conditions’ because they were being negotiated after the business had been promised to the hotels.

In addition, there was no tax relief in Idaho for SOI at the hotels due to the necessary paperwork not being completed with the state of Idaho to receive the tax relief. There seemed to be confusion with the GOC about what entity (GOC or SOI) that was supposed to submit that information to the state authorities.

Recommendations:

• Send out an RFP on the proposed business that SOI can deliver to hotels in a future city; • Identify and agree to certain ‘terms and conditions’ (in particular cut off dates and attrition clauses) with the prospective hotels PRIOR to the business being awarded to the hotels; • Create a room block management approach that reduces the financial exposure for SOI within the hotel contract. Either guests book hotel directly or a wave time segment needs to be committed to in advance. Financial risk could also be shared with SOI region responsible for bringing that particular guest to program. • Identify one person as the spokesperson representing SOI with each hotel. There were a number of people involved in this process, and it made it a little more confusing. • Create an SOI template on hotel contracts with SOI legal and hotel industry business advisor. After Action Report

Functional Area: May I Serve You

Manager : Cassie Hager (CE Group)

Objective: All Star Fans were given an opportunity to interact with the athletes by serving them during their schedule meals. Aprons were provided by Coca Cola and were distributed to those ASF who chose to participate in the May I Serve You program. Two venues were chosen for the activity. The Hampton Inn, where approximately 180 athletes were staying, and the Center on the Grove (COG) where a majority of the athletes were fed every day. ASF were asked to greet athletes as they arrived and offer them a beverage.

Duties:

• Advance all high profile and daily May I Serve You opportunities per Tracks • Coordinate with GOC venue athlete dining commissioners • Manage MISY staff • Assist SOI and GOC with media relations on site

What worked:

• The premise of the program was great. Those ASF who participated truly enjoyed the time they spent with the athletes and the athletes LOVED meeting the high profile ASF. It was a win –win situation. • The serve time was very short (30-45 minutes) and that was good.

Challenges:

• Few ASFs chose to participate. The MISY at Hampton Inn was a great success but the scheduled serve time at the COG was miscalculated because there were very few athletes eating at the time we had ASF at the venue. • Venue managers did not want ASF to handle food so there wasn’t much for the ASF to do. However, at Hampton Inn, fans just seized the chance to really talk to the athletes, take pictures and sign autographs. After Action Report

Functional Area : Opening Ceremony – Parade of Athletes

Manager : Janet Holliday (lead), Maritza Quiroz, Kari Chapman

Objective: To oversee the planning and execution of integrating ASF guests with the Parade of Athletes during Opening Ceremonies. Success is contingent on ASF guests marching arm in arm with assigned delegations and photograph of each guest placed in hotel room for turndown service that night.

Plan:

Staff on site: One Manager, up to 20 staff

Duties include:

• Define steps to successful integration • Participate in planning and production meetings • Approve ASF guest holding areas at venue • Create run of show specific to program and guest participation • Secure radios, cell phones, vehicles and staff to support parade • Manage volunteer photographers and the delivery of photographs to Grove Hotel to include note

What Worked:

• Dividing all escorts into multiple groups so that they go to tunnels in shifts • Designating the two tunnel groups with different colored ribbons • Taking delegates in small groups to the appropriate tunnel • Giving each escort a card that had their group number and was color coded to their tunnel • A power point was played on a screen in the waiting area so they knew what group was leaving • Volunteers would also circle the room and make announcements over a microphone to gather the group that was leaving • Having the knowledge of Andre (SOI staff member) who had worked previous parade of athletes was very helpful. • The production team was instrumental in organizing the ASF parade participant’s departure time from Rodeo Club (ASF Holding Tank) at Idaho Center to athlete forming areas (tunnels). • Even though it was a challenge the shuttling of ASF participants from Rodeo Club to tunnel entrances worked out smoothly due to effective coordination with the transportation coordinator. • This effort would not have worked out as smoothly if we had not had the appropriate # of volunteers for each drop off, loading, staging area. The effort to recruit volunteers worked out very well and we had sufficient volunteers for onsite support. • Transportation worked well also – onsite support worked very well and helped out tremendously. Challenges:

• The document received from SOI staff had a few errors leading to extra time spent redoing work when errors were caught later • Sending letters/invitations to ASF was difficult without access to a database to work from • Changes were sent to multiple individuals/entities so we weren’t all on the same page regarding these changes • The Rodeo Club (holding tank) was challenging as we had to transport ASF participants by mini buses to two different tunnels. Although it worked out smoothly- working out a timing schedule was challenging. • Poor radio communication – reception was bad in the building and could not hear or make radio calls. • Tight space in tunnels where we had to cram athletes and ASF participants • Depending on how the ASF participant wore the ribbon identifier, it was hard to identify the ASF participants and place in a strategic position for photograph • Not having direct contact with the venue to communicate spills, etc. • List of participants kept changing up the very last minute which made it difficult to manage

Recommendations:

• Access to database or a continually updated document to assist with correct spellings and titles • All marching additions/drop outs should be sent to one person. • Adding more detail to the letter/invitation sent to ASF about their roles and duties; even allowing dedicated parade staff to draft the letter and then add SOI signatures and letterhead • More visible identifier for the ASF participant • Better radio communication

Documents to Include:

• Delegation Parade Order • Parade of Athletes Staffing • Parade Escort Invitation • Guide Info Sheet • Parade Groupings PPT • Escort Cards Parade of Athletes Delegations Order

Order Entrance Tunnel Color Country First Name Last Name Escort Amt. Group 1 5 Blue Greece Joanna Despotopoulou 5 1 Blue Greece David Wilkinson 1 Blue Greece Bex Wilkinson 1 Blue Greece Chip Fisher 1 Blue Greece Sandra Fisher 1 2 Production Tunnel Gold Afghanistan Bobby Shriver 1 1 3 Production Tunnel Gold Algeria Jim Grossman 2 1 Gold Algeria Pirie Grossman 1 4 Production Tunnel Gold Andorra Kirk Grogan 1 1 5 Production Tunnel Gold Argentina Kenny Gorelick 1 1 6 Production Tunnel Gold Armenia Paula Jones 1 1 7 5 Blue Austria Arnold Schwarzenegger 1 1 8 Production Tunnel Gold Bahrain Greg Maltby 1 1 9 Production Tunnel Gold Belarus Robert Friedman 1 1 10 Production Tunnel Gold Belgium Bernard Francois 2 1 Gold Belgium Melanie Francois 1 11 5 Blue Bharat (India) Ray Lane 4 1 Blue Bharat (India) Stephanie Lane 1 Blue Bharat (India) Sue Dumke 1 Blue Bharat (India) Dalph Singh Rana "The Great Khali" 1 12 Production Tunnel Gold Bolivia Pam Jonas 1 1 13 Production Tunnel Gold Bosnia & Herzagovina Scott Hamilton 1 1 14 Production Tunnel Gold Bulgaria Scott McCune 1 1 15 5 Blue Canada Audrey Reed 2 1 Blue Canada Tom Wright 1 16 Production Tunnel Gold Chile Brady Lum 2 1 Gold Chile Jill Lum 1 17 5 Blue China Jia Yong 6 2 Blue China Wang Zhijun 2 Blue China Jun Qian 2 Blue China Shi De Rong 2 Blue China Mary Gu 2 Blue China Dicken Yung 2 18 Production Tunnel Gold Colombia Alfredo Rego 1 2 19 Production Tunnel Gold Comoro Islands Brian Philips 1 2 20 5 Blue Costa Rica Donna DeVarona 1 2 21 Production Tunnel Gold Croatia Tom Luna 1 2 22 Production Tunnel Gold Cuba Darius Rucker 2 2 Production Tunnel Gold Cuba Bill Scherr 2 23 Production Tunnel Gold Cyprus Yannis Pyrgiotis 1 2

4/16/2009 Parade of Athletes Delegations Order

Order Entrance Tunnel Color Country First Name Last Name Escort Amt. Group 24 5 Blue Czech Republic Ossie Kilkenny 2 2 Blue Czech Republic Anna Kilkenny 2 25 Production Tunnel Gold Djibouti Bart Conner 1 2 26 Production Tunnel Gold Dominican Republic Jack Pelo 1 2 27 Production Tunnel Gold Ecuador Rusty Frain 1 2 28 5 Blue Egypt Noah Saad 2 2 29 Production Tunnel Gold El Salvador Jackie Groves 1 2 30 5 Blue Finland Dr. Rooji Kao 1 2 31 Production Tunnel Gold France Gary Dyer 3 2 Gold France Karen Dyer 2 Gold France Claude Darnault 2 32 Production Tunnel Gold Georgia Dan Samson 1 2 33 5 Blue Germany Mike Parra 2 2 Blue Germany Walther Troeger 2 34 Production Tunnel Gold Gibraltar Stacey Johnston 1 3 35 Production Tunnel Gold Great Britain Linda Payne Smith 2 3 Gold Great Britain Minister Shaw 3 36 5 Blue Honduras Fernando Ceballos 1 3 37 Production Tunnel Gold Hong Kong David Ip 2 3 Gold Hong Kong Laura Ling 3 38 5 Blue Hungary Peter Franklin 1 3 39 Production Tunnel Gold Iceland Geoff Cundle 1 3 40 Production Tunnel Gold Indonesia Kevin Farr 2 3 Gold Indonesia Christina Farr 3 41 Production Tunnel Gold Iran Dave Braddock 1 3 42 Production Tunnel Gold Ireland Gail May 2 3 43 5 Blue Isle of Man Eddie Barbanell 1 3 44 5 Blue Italy Angelo Moratti 2 3 Blue Italy Chris Privon 3 45 Production Tunnel Gold Jamaica Neville McCook 1 3 46 5 Blue Japan Kristi Yamaguchi 1 3 47 Production Tunnel Gold Jordan Richard Besser 1 3 48 5 Blue Kazakhstan Stephen Carter 1 3 49 Production Tunnel Gold Korea Woo Kee Jung 2 3 Gold Korea La Kyung Won 3 50 Production Tunnel Gold Kuwait Dick Fosbury 1 3 51 Production Tunnel Gold Kyrgyz Republic Katrina Adams 1 3 52 Production Tunnel Gold Lebanon Billy Kidd 1 3 53 5 Blue Libya Michael Fields 1 3

4/16/2009 Parade of Athletes Delegations Order

Order Entrance Tunnel Color Country First Name Last Name Escort Amt. Group 54 Production Tunnel Gold Liechtenstein Anthony Moody 1 4 55 Production Tunnel Gold Lithuania Charles Cooper 1 4 56 5 Blue Luxembourg Nancy Besnflug 2 4 Blue Luxembourg Jean Pierre Besnflug 4 57 Production Tunnel Gold Macau Fengming Cui 1 4 58 Production Tunnel Gold Former Yugoslav Rep. of Macedonia Liza Barrie 1 4 59 5 Blue Malaysia Barry Peterson 1 4 60 5 Blue Mauritania Bob Norbie 1 4 61 Production Tunnel Gold Mexico Steve Osburn 2 4 62 Production Tunnel Gold Monaco Tony Robbins 1 4 63 5 Blue Montenegro Paul Lukanowski 2 4 Blue Montenegro Bob Kaplan 4 64 5 Blue Morocco HRH Lalla Amina 1 4 65 5 Blue Netherlands Casey FitzRandolph 1 4 66 5 Blue New Zealand Doug Armstrong 1 4 67 Production Tunnel Gold Norway Terry Jackson 1 4 68 5 Blue Panama Vivian Fernando de Torrijos 2 4 Blue Panama Yolanda Eleta de Varela 4 69 Production Tunnel Gold Peru Greg Lapidus 3 4 Gold Peru Paul Berman 4 Gold Peru Steve Perlman 4 70 5 Blue Poland Albert Brandel 1 4 71 5 Blue Puerto Rico Fernando Ramirez 1 4 72 Production Tunnel Gold Qatar Florence Nabayinda 1 5 73 5 Blue Romania Nadia Comaneci 1 5 74 5 Blue Russia Andrey Pavlov 5 5 Blue Russia Carly Patterson 5 Blue Russia Tamara Kozhevnikova 5 Blue Russia Fred Bell 5 Blue Russia Anthony Ferguson 5 75 Production Tunnel Gold San Marino - - - 5 76 Production Tunnel Gold Saudi Arabia Sam Perkins 1 5 77 Production Tunnel Gold Serbia Joe Hakim 1 5 78 5 Blue Slovakia Dr. Wei Zhong 1 5 79 5 Blue Slovenia Patti McGuire 2 5 Blue Slovenia David McGuire 5 80 5 Blue Somalia Tim Shriver 2 5 Blue Somalia Linda Potter 5 81 5 Blue South Africa Graeme Edwards 3 5

4/16/2009 Parade of Athletes Delegations Order

Order Entrance Tunnel Color Country First Name Last Name Escort Amt. Group Blue South Africa Debbie Burnett 5 Blue South Africa John Lane 5 82 Production Tunnel Gold Spain Kim Samuel Johnson 1 5 83 5 Blue Sudan Lee Patterson 1 5 84 5 Blue Sweden John Tunney 4 5 Blue Sweden Kathinka Tunney 5 Blue Sweden Cyndee Brock 5 Blue Sweden Ron Larson 5 85 Production Tunnel Gold Switzerland John Manley 1 6 85 Production Tunnel Gold Chinesee Taipei Chen Hsien-Tsung 2 6 Gold Chinesee Taipei Bill Alford 6 87 5 Blue Tajikistan Margo Nederlander 1 6 88 5 Blue Trinidad & Tobago John Egan 1 6 89 5 Blue Tunisia 6 90 5 Blue Turkey Muhtar Kent 3 6 Blue Turkey Defne Kent 6 Blue Turkey Thomas Haggai 6 91 Production Tunnel Gold Ukraine Steve Shepherd 1 6 92 5 Blue Uruguay Leslie Chapman Rose 1 6 93 5 Blue Uzbekistan Lyudmila Ten 2 6 Blue Uzbekistan Shavkat Pulatov 6 94 Production Tunnel Gold Venezuela Jay Emmett 1 6 95 Production Tunnel Gold Yemen Folashade Bolumole 1 6 96 5 Blue USA Larry Craig 10 6 Blue USA Sam Grossman 6 Blue USA Peggy Grossman 6 Blue USA Arnold Schwarzenegger 6 Blue USA Maria Shriver 6 Blue USA Butch Otter 6 Blue USA Kurt Walsdorf 6 Blue USA Kim Zipp 6 Blue USA Mike Simpson 6

4/16/2009 ASF Parade of Athletes Staffing Needs

Zone 1- The Grove Hotel SOI/St SOI/Staff Volunt Volunteer Hotel/Venue Signage Equipment/Sup Time Start Time End Duty Location Description Notes aff Names eer Pull Supplied Items Needs plies Identifiers, ASF Joanne, 2 8ft tables Table sign 8 If Group 1; direct ASF Parade Marchers Group List, Table 2 Kevin, 3 Guides 10:00AM 1:00PM Grove; Lobby Distribute Identifiers (linen/skirted) 1/2 X 11- ASF to special Check In/ Others Sign, Pens, Helen 5 chairs Check-in gathering area Highlighters Emily To be dropped Parker/ Assist to sweep the Grove; 2nd Floor Pull Group 1; direct to immediately at 2 10:00AM 1:00PM ASF Parade ASF Group List Janet room/provide assistance Ballrooms separate vehichle respective Holliday tunnels Greeter in Lobby to direct guests to check in Greeter in lobby for check-in 1 Guide 10:00AM 1:00PM Grove; Lobby ASF Parade and/or vans for and departures departure Important that Transportation- Blue Outside lobby; bus Assist guest to assure they ASF Blue group 1 marchers- - 2 Guide 10:00AM 1:00PM Group (greeter) staging location are getting on right bus Group get on the first bus Important that Transportation- Gold Outside lobby; bus Assist guest to assure they ASF Gold group 1 marchers- 2 Guide 10:00AM 1:00PM Group (greeter) staging location are getting on right bus Group get on the first bus 4 8 Totals For The Grove Hotel- All Volunteers at Grove will ride in bus to Idaho Center Zone 2 Transportation Grove to Idaho Center SOI/St SOI/Staff Volunt Volunteer Hotel/Venue Signage Equipment/Sup Time Start Time End Duty Location Description Notes aff Names eer Pull Supplied Items Needs plies May need Transportatio Drivers/Professional Drive Marchers to Idaho ASF Opening more/less, - 4 12:00 PM 3:30 PM Grove - Idaho Center Motorcoaches? n Company Drivers Center Ceremonies depends on vehicle type Zone 3 Idaho Center- Outside Arrivals SOI/St SOI/Staff Volunt Volunteer Hotel/Venue Signage Equipment/Sup Time Start Time End Duty Location Description Notes aff Names eer Pull Supplied Items Needs plies Directional-Bottom of ASF Parade 2 Coke 12:30 PM 2:30PM Outside bottom of hill greet and direct to stairs hill bus arrival Marchers bottom of stair case to Greets Guests and directs ASF Parade 1 Coke 12:30 PM 2:30PM Greeter/Directional Rodeo Club upstairs Marchers Guests that can not or don't ASF Parade 1 Guide 12:30 PM 2:30PM Greeter/Directional At outside door- want to climb stairs and will Marchers take elevator ASF Gold Production Tunnel Greet marchers upon arrival 1 Guide 12:30 PM 2:30PM Greeter/Directional Parade entrance to tunnel Marchers ASF Blue Greet marchers upon arrival 1 Guide 12:30 PM 2:30PM Greeter/Directional Tunnel 5 Parade to tunnel Marchers 6 Totals for Idaho Center Outside ASF Parade of Athletes Staffing Needs

Zone 4 Idaho Center Inside SOI/St SOI/Staff Volunt Volunteer Hotel/Venue Signage Equipment/Sup Time Start Time End Duty Location Description Notes aff Names eer Pull Supplied Items Needs plies Direct people to go up to ASF Parade 1 Coke 12:30 PM 3:00 PM Directional Elevator-downstairs rodeo club Marchers ASF Parade 1 Guide 12:30PM 3:00PM Directional Elevator-Upstairs Direct guests to Rodeo Club Marchers Direct people to Rodeo Club ASF Parade 1 Coke 12:30 PM 3:00PM Directional Entrance- from stairwell entrance Marchers Direct non-Marchers to their Needs to have 2 Guide 12:30 PM 1:30 PM Directional Idaho Center Entrance ASF seats previously walked Blue Group Gather all Group members Can use the same Room 1-8 (9 sets) 5 Coke 1:00 PM 3:30 PM Rodeo Club at their respective marching Radios people that were Sweepers/Wranglers Gold Group 1- times directional 8 (9 sets) Escort marchers from Rodeo 3 BA 1:00PM 4:00PM Escort marchers Rodeo Club Club to transportation 1 Andre Rodeo Club Manager Rodeo Club Main wrangler Ensure that all guests know Guide marchers through 5 Guides 12:30 PM 3:30PM Production Tunnel the route to get to line up None tunnel area Need to discuss Marchers that are Backstage with production participating in program company Match marchers with 1 Maritza 12:00PM 3:30 PM ASF-Delegation Pairings Production Tunnel None Radios delegations Match marchers with 1 Kari 12:00 PM 3:30 PM ASF-Delegation Pairings Tunnel 5 None Radios delegations Hopefully these will be 9 1:00PM 3:30 PM Escort Marchers to seats ushers from Idaho Center 3 27 Total For Inside Idaho Center 7 41 Total for all areas 4 Total Drivers Non-Volunteers 20 Total Ushers from Venue 17 Total Volunteers Needed

Total # of Coke Volunteers 10 Total # of Booze Allen Volunteers 3 Total # of Guides 20

OPENING CEREMONY PARADE OF ATHLETES ESCORT

3 February, 2009

Dear ,

It is our privilege to invite you to escort the proud athletes of Special Olympics in the Parade of Athletes at the 2009 Special Olympics World Winter Games Opening Ceremony. Your participation will be a great honor to the athletes and a demonstration of your support for the global Special Olympics movement.

On Saturday, 7 February, please arrive to the lobby of the Grove Hotel no later than 12:30 p.m., in business attire, to check-in and receive your Parade Escort credentials. You will be transported to the Opening Ceremony via motor coach along with fellow guests. Upon arrival at the Idaho Center you will be hosted in the Rodeo Club while you wait for your time to march in the Parade. Immediately following the conclusion of the Ceremony, you will be transported to the Founder’s Reception and then back to the Grove Hotel.

If you wish to drive yourself to the Ceremony, please be sure to check into the Rodeo Club after you enter the stadium. If you do not wish to participate in the Parade of Athletes, please contact Kim Widdess at +1 (202) 280-0478 before Thursday, 5 February.

Thank you,

All-Star Fans Program

ASF Parade of Athletes Participation

Guide Information Sheet

Your guest may be joining a delegation and marching with them in the Opening Ceremonies. Below is the timeline of what will happen for them the day of opening ceremonies.

• 10:00 AM – 12:00 PM o All-Star Fans Brunch, Grove Hotel 2 nd Floor Ballrooms • 11:45 AM – 12:15 PM o Each guest will need to check in with the table located near/in the ballrooms in order to receive an identifier pin they will need to wear for the parade o They must be in the lobby of the Grove, ready to leave for the Idaho Center before 12:30 PM • 1:00 PM o The group will arrive at the Idaho Center and gather in the Rodeo Club
If they are not marching with a delegation in the parade, they will be immediately escorted to their seats • 1:30 PM – 3:30 PM o Guests will be pulled from Rodeo Club to join their delegations o After their completion of the parade, they will be escorted to their seats

4/16/2009

GROUP 1

2009 SPECIAL OLYMPICS WORLD GOLD BLUE WINTER GAMES Afghanistan Algeria Greece ALL STAR FANS Andorra Austria Argentina Bharat (India) PARADE GROUPINGS Armenia Canada Bahrain Belarus Belgium Bolivia Bosnia & Herzegovina Bulgaria Chile Be a fan of acceptance, dignity, and the human race. 1

GROUP 2 GROUP 3

GOLD BLUE GOLD BLUE Colombia Gibraltar Comoro Islands China Great Britain Honduras Croatia Costa Rica Hong Kong Hungary Cuba Czech Republic Iceland Isle of Man Cyprus Egypt Indonesia Italy Djibouti Finland Iran Japan Dominican Republic Germany Ireland Kazakhstan Ecuador Jamaica Libya El Salvador Jordan France Korea Georgia Kuwait Kyrgyz Republic Lebanon

1 4/16/2009

GROUP 4 GROUP 5

GOLD BLUE GOLD BLUE Gibraltar Great Britain Honduras Hong Kong Hungary Qatar Romania Iceland Isle of Man San Marino Russia Indonesia Italy Saudi Arabia Slovakia Iran Japan Serbia Slovenia Ireland Kazakhstan Spain Somalia Jamaica Libya South Africa Jordan Sudan Korea Sweden Kuwait Kyrgyz Republic Lebanon

GROUP 6

GOLD BLUE

Switzerland Tajikistan Chinese Taipei Trinidad & Tobago Ukraine Tunisia Venezuela Turkey Yemen Uruguay Uzbekistan USA

2 Dalph Singh Rana “The Great Khali”

INDIA (BHARAT)

Group 1

Her Royal Highness Lalla Amina

MOROCCO

Group 4

After Action Report

FUNCTIONAL AREA: Opening Ceremony ASF Photography

MANAGER: Shane Kyle

OBJECTIVE: Create and execute photography of ASF guests waling in the parade of athletes during Opening Ceremonies to include photo processing, guest identification, and in room delivery on Feb. 7.

THE PLAN:

• Identify best and most economical location for photo processing for quickest turnaround and highest quality. • Manage volunteer photographers and shoot as possible. • Identify during OC rehearsal and venue walkthrough best locations for volunteer photographers. • Lead photographer briefing. • Coordinate with parade team on timing and guest identification for ceremony and post ceremony • Manage processing. • Work with asf staff and soi staff to identify guests and facilitate room delivery

WHAT WORKED:

• Obtaining images from photographers, getting the prints

CHALLENGES:

• Aggressive timeline resulting in not enough time to turn around properly. • A breakdown occurred in the overall plan due to control of photographers given to an outside source. • Lack of staff to identify guests from prints. • Far too many images had to be printed/viewed in order to pick the best – time and monetary expense. • Photographers should have been communicated with in order to prevent this situation.

RECOMMENDATIONS:

• More experienced photographers should have been sought out, saving money and time. • The desired result was understood, however more time was necessary for consistency and quality of product. • Maybe envelopes could have been pre-stuffed with the letters, saving time in the end. • Letting these guests know that their picture was going to be taken would help the overall process, though it would remove the element of surprise. Program Operational Plan Submitted December 15, 2008 Revised January 29, 2009 With After Action Report March 15, 2009 (highlighted)

Background Event: All-Star Fan Program, 2009 Special Olympics World Winter Games Dates: Friday, February 6 – Saturday, February 14 (8 nights/9 days) * Opening Ceremonies – Saturday, February 7 Closing Ceremonies – Friday, February 13

Goal of Program: To encourage support and advocacy for the Special Olympics Movement by creating unique Games Time experiences for specially invited guests.

The All-Star Fan Program: The program is a three to eight day event, depending on audience segment. The program includes extending an invitation to guests, communicating activities to guests (pre event), distributing a database for guests to input data, and then facilitating the guest experience on site from the moment they touch down in the host city until they leave XX days later. Guests have selected to attend the Opening Wave (Feb. 6 – 9), the Sun Valley Experience (Feb. 9-11), and/or the Competition and Medaling Wave (Feb. 10-13). The host hotels are The Grove in Boise and the Sun Valley Lodge & Inn.

Profile of Guests: The profile of the guests ranges from SOI Board members to entertainment celebrities, professional athletes, sponsors, supporters and other key stakeholders. In addition, there are SOI Executive staff, Regional Managing Directors and ‘Friends’ (others that don’t fit into the groups listed above) as well as, Games Organizing Committee (GOC) Board of Directors and Executive staff.

Projected Number of Guests : 250-300 (includes spouses/partners, entourages, children, SOI executive staff)

Guides: Critical roles will be played by local volunteers assigned as Guides. Each Guide will be matched with an ASF guest or couple for the duration of the guest’s stay. Guides are responsible for greeting guests at the airport and then reviewing and supporting the guest’s itinerary throughout the stay. Guides are recruited, screened and scheduled by the joint effort of SOI and program commissioners. Guides will receive training led by CE Group on Jan. 31 or Feb. 1. Guides will receive an ASF vest and credential. Attire will be determined by itinerary, but Guides are expected to dress in accordance with the event, level of service, weather, and comfort. While there were difficulties with the recruitment process – very late start – the program was well run by Lisa Dietz (SOI) and very well received by ASF guests.

Staff: All individuals dedicated to management and execution of the ASF program will be called “staff”. Staff may be required to submit to background checks in accordance with GOC and SOI requirements. • Attire: Navy or black pants Solid colored shirt in black, navy, red or gold (ASF logo colors preferred) Credential with red “All-Star Fan Staff” lanyard ASF vest Comfortable and weather appropriate shoes • Schedule: Management staff will report no later than February 2 and as early as January 19 to Operations Center at The Grove Hotel. Departures and schedules TBD. CE Group provided at no charge for time to ASF program 10 on site managers and staff.

Operational Components/Functional Areas – a. Director of Operations b. Operations Center Manager c. Accommodations and Food & Beverage d. Administration and Staffing e. Guest Management – Guides, Itineraries, Credentials, Ticketing, & Database f. Sun Valley Program g. Transportation h. Guest Integration with Parade of Athletes i. Signage and Décor j. Dine Around and May I Serve You k. Tracks l. Language Services m. Medical n. Risk Management (in conjunction with SOI) o. Security (to include IMCR – Incident Mgmt/Crisis Resolution) p. Technology

A. OPERATIONS DIRECTOR (CHRISTA SCANNELL/CE GROUP) Purpose of this role: The purpose of this role is to lead and oversee all the operational planning with the functional areas (departments) and to lead the department heads in on-site execution on the program. Duties include: • Leads all operational pre-event planning in the functional areas supporting the program – Accommodations, Food and Beverage, Security, Staffing, Technology Support, Transportation, Décor, Signage, etc. • Selects on site Leadership and Support Teams for execution of program • Transitions departmental work to On Site Support Team prior to on site execution • Leads pre-planning and on site Core Team meetings • Establishes relationship with key GOC department heads – transportation, Ceremonies, etc. • Provides budget information to SOI staffing person • Validates all deliverables for program • Determines key milestones for program • Identifies resources for staff recruitment • Resolves all on site operational management issues

B. OPERATIONS CENTER MANAGER (JEREMY SMILEY/MOUNTAIN HOME) Staff on site: One Manager, one staff/volunteer per shift at each of the following centers – Grove, EOC and MOC, and Sun Valley when operating Duties include : • Oversee the office from 6am to 11pm daily • Field incoming calls and relate information and requests to appropriate party • Monitor information from venues and operations centers constantly • Monitor progression through tracks of ASF guests • Monitor progression of custom schedules for at most 10 named guests and SOI executive staff • Manage access control staff to maintain credential only access to Grove 3 rd floor • Sign out radios and cell phones to appropriate staff • Provide After Action Report after conclusion of the program On site manager was Christyn Schumann (CE Group). Jeremy and Beau with Mountain Home were on site Feb. 6 – Feb. 13 and extremely helpful. The load in and technology issues along with her arrival in Boise dedicated to the program on Jan. 19, led to Christyn holding this position throughout the program in addition to assisting Emily Urban with database and guest issues.

C. ACCOMMODATIONS AND FOOD & BEVERAGE (SISSIE HENGES) Purpose: This department is for the efficient planning and management of anything related to SOI hotel rooms in any hotels (for staff and guests). This department is also responsible for the healthy and cost efficient meal planning for all staff and volunteers while on site, for all guest’s program meals, for all special event F&B, for all special F&B amenities that are sent to VIP rooms. Staff on site: One Manager Duties include: • Ensure room block is in agreement with hotel contract • Inspect all rooms; evaluate readiness • Coordinate database Arr/Dep information with Hotel Front Desk • Pre-assign room block • Pre-assign suite allocation • Arrange for satellite check-in if necessary • Brief hotel on Master Account management for staff rooms • Manage on-site function space requests • Coordinate all room activities for Guest and staff hotels • Coordinate room amenities with Host Mgnt team for room drops • Trouble shoot problems for guests with hotel • Review current F&B banquet menus at hotels to establish price points • Establish a F&B contact at each hotel • Determine overall F&B program requirements • Determine overall VIP F&B requirements • Review needs for vegan, vegetarian or other food issues • Order staff and guest menus as appropriate • Understand hotel guarantee timelines • Review ‘guarantee’ formula with Project Director • Review and approve all BEOs with hotel staff • Have menus with ingredients posted for each function • Determine F&B set-up/floor plan for group functions • Review integration of ‘look’ and ‘branding’ with creative team • Determine linen, floral and other décor needs • Receive budget approval in advance for all costs • Determine VIP seating needs, when required • Sign all banquet checks at the end of every function • Keep a Master Book of guarantees vs. actuals for all functions • Provide After Action Report after conclusion of the program Separate After Action Report provided by CE Group. One notable comment, room assignments really stayed as a role of Emily Urban given the late notification of travel plans and commitments and on site changes that occurred. Guests did not seem to view the program based on the wave concept, therefore staff was constantly working with guests coming and going on a daily basis rather in planned waves. In addition, guests were not held to registration deadlines and therefore SOI was faced with the decision to hold rooms hoping guests would come or releasing rooms and facing a shortage. In the end, the Grove minimums were achieved but a significant number of contracted room nights at Hotel 43 were unused and a financial obligation of SOI.

D. GUIDE AND VOLUNTEER MANAGEMENT (LISA DIETZ/SOI) Purpose: The purpose of this department is to select, inform, train and manage all Guides and volunteers required for the planning and execution of the program. Staff on site: One manager, plus two volunteer commissioners Duties include: • Confirm volunteer needs with Ops Director • Confirm guide needs with Peter Wheeler • Work with GOC volunteers • Determine sources for recruiting positions (SOI, local etc.) • Determine process and procedure related to securing local staff • Create a master list of all names, work dates and source • Determine communication plan to keep them informed • Draft master timeline for all deliverables • Determine on site training schedule • Produce training manual (CE Group) • Determine uniform needs • Create master shift schedule for on site • Coordinate with F&B department on meals as required • Resolve any HR related issues on site • Be cheerleader for staff focused on inspiring positive spirit and ‘can do’ attitude • Recruit guides • Manage executive staff • Draft Department After Action Review at conclusion of program Recruitment needs to be better coordinated with GOC and occur earlier in the process. Guide program and volunteers received very well by guests.

GUEST MGMT (EMILY URBAN - LEAD, CHRISTYN SCHUMANN, STACY WARNER, KEVIN GULLY) Purpose: The purpose of this department is to facilitate the invitation process to guests, monitor RSVPs and draft itineraries and schedules for all guests. Staff on site: One Manager, two assistants Duties include: • Track invitation process and RSVPs, doing follow-up, producing a report as to the status • Create an itinerary for each guest • Negotiate schedules with agents and handlers • Determine role for ‘entourages’ where appropriate • Collaborate with other departments to see linkages, and incorporate, as appropriate • Make all changes to schedules and advise as appropriate • Initiate Host and Guide briefings on site to advise of latest changes in schedule/plans • Conduct Guide training on site • Continue to manage/change all guest schedules on site as needed • Reconcile work after conclusion of the program • To oversee the selection, purchase and distribution of all gifts to guests on the program • Ensure that all the necessary fields are in the database for the credentials information • Liaise with their GOC counterpart to understand all timelines and deliverables from a GOC perspective • Establish a relationship with the lead of the credentials process for the GOC • Understand the Arrival pattern of guests and ensure that the credentials are ‘in hand’ when guests arrive • Create all ‘Welcome Packet’ information to go with credential • Determine distribution process for Welcome packet and credential • Determine badging/credential for all staff • Draft Department After Action Review at conclusion of program Separate After Action Report provided by CE Group.

E. SUN VALLEY (BETH ALDRIDGE/SOI AND PAT MOLONEY – TMN EVENTS) Purpose: The staff support identified for the Sun Valley program extension is based on 100 people from February 8-11, 2009. Staff on Site: One Manager for program design and guests issues; and One Manager for guest logistics Duties include: • Base program operations out of Sun Valley Resort • Coordinate daily with Operations Director (in Boise) on overall program management • Ensure that Sun Valley program is delivered as specified in program outline • Coordinate athlete engagement opportunities and other program components • Coordinate airport pick-ups and venue transfers and overall transportation plan • Provide communications equipment to support staff/volunteers as needed • Manage hotel relationships to ensure highest quality of services • Provide Sun Valley Resort with housing list • Provide F&B Manager with any BEOs (as needed) • Ensure guests are notified of any program changes that effect schedule • Brief program Hosts and Guides as needed • Brief Volunteer support group • Provide highest level of service to guests to ensure positive guest experience • Provide After Action Report after conclusion of the program

F. TRANSPORTATION (GREG WICKARD - LEAD/MOUNTAIN HOME, JEREMIAH FENTRESS, RONALD JULIANA) Purpose: To ensure that all transportation needs for the program are planned and executed in a timely, cost efficient and operationally effective way meeting the needs of the various levels of guests. In addition, to provide transportation needs for staff, as required. Staff on site: Manager and TBD support people (local hires NOT volunteers) Duties outlined in Transportation Operational Plan Separate After Action Report provided by CE Group.

G. GUEST INTEGRATION WITH PARADE OF ATHLETES (JANET HOLLIDAY -LEAD, MARITZA QUIROZ, KARI CHAPMAN) Purpose : To oversee the planning and execution of integrating ASF guests with the Parade of Athletes during Opening Ceremonies. Success is contingent on ASF guests marching arm in arm with assigned delegations and photograph of each guest placed in hotel room for turndown service that night. Staff on site: One Manager, up to 20 staff Duties include: • Define steps to successful integration • Participate in planning and production meetings • Approve ASF guest holding areas at venue • Create run of show specific to program and guest participation • Secure radios, cell phones, vehicles and staff to support parade • Manage volunteer photographers and the delivery of photographs to Grove Hotel to include note Separate After Action Report provided by CE Group.

H. SIGNAGE AND DÉCOR (CHRISTA SCANNELL-LEAD AND SHANE KYLE) Purpose: Design and implement décor and signage plan specific to ASF program in host hotel, guest lounge, airport, transportation loading zones and vehicles. Staff on site: One manager Duties include: • Review signage and décor opportunities and budget, then devise plan • Provide list of wayfinding signage to GOC by provided deadline • Receive wayfinding signage from GOC and install during program • Provide list of signage and décor to SOI China vendor by provided deadline • Resource other signage and décor to augment program within budget • Provide list of SOI Be a Fan collateral opportunities • Review list of Coca-Cola décor items and submit list as appropriate for guest lounge • Execute all signage and décor plans on site Separate After Action Report provided by CE Group.

I. DINE AROUND AND MAY I SERVE YOU (CASSIE HAGER) Purpose: Manage planning and execution of Dine Around for ASF guests and May I Serve You high profile and daily guest opportunities Staff on site: One manager, up to four staff Duties include: • Review and execute Dine Around based on event recaps and run of shows per venue (up to four restaurants) • Execute Dine Around • Manage advance team of staff • Assist SOI with advancing Dine Around hosts • Advance all high profile and daily May I Serve You opportunities per Tracks • Coordinate with GOC venue athlete dining commissioners • Manage MISY staff • Assist SOI and GOC with media relations on site Separate After Action Report provided by CE Group.

J. TRACKS (LIZ WARWICK-LEAD, MICHELE LAGO, EMILY PARKER) Purpose: Manage execution of guest tracks program designed to create touch points for ASF guests with athletes and families while providing educational opportunities. Staff on site: One manager, up to four staff Duties include: • Review track schedule and advance logistics with venue, transportation, guest management, and guide commissioners. • Ensure each venue director and venue team are prepared for ASF track stop. • Assist with keeping tracks on time and report progress or problems to Operations Center. • Manage daily activities – art walk and run with athlete • Collaborate with GOC on awards presentation opportunities for ASF guests Separate After Action Report provided by CE Group.

K. LANGUAGE SERVICES (CE GROUP) Purpose: To facilitate interpretation of information on site from English to XXX as required. Will be contracted by Emily Urban as needed. GOC provided ASF program a number to call. To my knowledge, this was not utilized.

L. MEDICAL (CE GROUP) Purpose: To facilitate the timely response to any medical emergencies on site – for either staff or guests. Medical liaisons have been selected by GOC solely to support the ASF program. All non- emergency medical calls routed to Operations Center and then to on duty medical liaison. GOC provided two medical liaisons. To my knowledge, this was not utilized.

M. RISK MANAGEMENT (SOI) Purpose: To review any and all potential risks, in particular, those that might put the staff or guests’ in harms way, in addition to any and all possible financial and brand (SOI) exposure. This department will be linked with Insurance, Finance and Security departments.

N. SECURITY (CE GROUP) Purpose: To manage the following: a) ‘Safe keeping’ of all staff and guests b) Asset protection and management c) Access control to exclusive SOI areas d) Integration with guest private security e) Integration with medical, as necessary f) Incident management and crisis resolution (assistance as required) Duties to include: • Draft risk assessment of hotels being used • Determine asset protection plan (The Grove Hotel and Hotel 43 in Boise; Sun Valley Resort in Sun Valley) • Determine access control plan to exclusive areas • Determine vetting process for hiring locally, or securing volunteers • Determine interface process with Medical department for emergencies • Determine integration plan with private VIP security • Collaborate with Project Advisor and Operations Director on Incident Management and Crisis Resolution plan (IMCR plan) Christa Scannell participated in several pre-planning meetings with law enforcement and GOC coordinator. RSVP list was provided weekly. On site, multi-branch law enforcement meeting was held and Christa presented the overview of the ASF program, key guests slated to attend, and the schedule. During the Games, several daily meetings or calls occurred to address questions and concerns. No major incidents occurred.

O. TECHNOLOGY (SOI AND CHRISTA SCANNELL) Purpose: The purpose of this department is to provide technological advice and guidance on the securing of office equipment and telecommunications (to include blackberry support) equipment necessary to run the program on site. In addition, this department would oversee the installation, maintenance and removal of all equipment rented for on site usage. Staff on site: One Manager (SOI) Duties would include: • Review technology requirements used in past Games (SOI) • Determine needs for 2009 and provide list to GOC for VIK (Christa Scannell) • Order and store all products needs, i.e., paper, toner etc. (Christa Scannell) • Secure equipment (Christa Scannell) • Oversee installation of equipment on site (SOI) • Determine need to have computers networked (SOI) • Be prepared to provide Blackberry assistance to VIPS (SOI) • Be available to trouble shoot any problems on site (SOI) • Draft Department After Action Review for dept at conclusion of program(SOI and Christa Scannell) Separate After Action Report provided by CE Group. AFTER ACTION REPORT

FUNCTIONAL AREA: Project Director

MANAGER : Liz Warwick (CE Group)

OBJECTIVE: To provide guidance, insight and direction as to the overall planning of an international, large scale multi-city, multi-sport event (similar in structure to the Olympics). Liz’s role would be focused on development of strategy of program design, guest selection criteria, invitation process, maximization of sponsorship opportunities for existing Board of Directors, sponsors (existing and new) and private donors. In addition, Liz would be an operational advisor to Christa Scannell and the Operations Team. Liz is the team facilitator and ensures integration of all new program components. Liz provides regular briefings to Peter Wheeler and other SOI management as requested. Liz would also be part of the Leadership Team meetings.

DUTIES INCLUDE:

• Leads overall project integration with different team members (SOI, MJM, CE Group) • Completed, but then MJM dropped out officially of advisory team • Receives SOI approval on business objectives of program • Really was never finalized • Provides overall strategy for program and link to business objectives • CE provided not SOI linked to overall SOI business objectives • Determines overall program design with Operations Director and other team members • Completed – with multiple changes up until the beginning of the Games • Provides input and guidance to CE Group on operations based on multi-sport, VIP model used for Olympics • Completed for some areas. CE designed own program for Airport Operations and Transportation • Helps resolve database issues and participate in selection of best program • Was transferred to other CE team members • Establishes relationships with GOC CEO and Director of Special Projects • Transferred to other CE/SOI team members • Facilitates Advisory team briefings and meetings • Completed as needed • Reviews program opportunities for sponsors with Tanya/Peter • Completed for Coca-Cola and Mattel – was not really addressed with other sponsors. • Provides hospitality package design for Disney/ABC presentation • Worked on the preparation/delivery of the package design – was never updated on response from Disney and ABC. • Reviews and promotes guest experience enhancement opportunities within the program • Worked within budget restrictions • Negotiates business terms in hotel contracts • Difficult to implement due to lateness of involvement (after the general business had been promised to hotels) • Leverages negotiation skills in appropriate third party contracts • Wasn’t really maximized • Designs (in conjunction with CE Group and MJM) new program template for the future • This would be pending outcome of Idaho program • Provides briefings and updates to SOI management • Worked in conjunction with Christa/Janet • Reviews overall risks and opportunities for program • Provided the information to Peter and Kim. • Provides timely and effective resolution for any project problems or issues • This was turned over to Christa/Janet with input from Liz where needed • Attends meetings in Idaho and Washington, DC, as needed • Completed • Creates with CE Group an After Action Review at conclusion of program • Completed

WHAT WORKED:

• Having Liz as an available resource in understanding international, multi-sport programs • Using liz to outline scope of work needed to support the program;

CHALLENGES:

• There was not one real owner of this program. ALthough Peter had overall responsibility, he had limited time availability, due to his other responsibilities and travel commitments, to review necessary Program information in a timely way. Kim was added to the program to help facilitate getting decisions from SOI to move the program forward-and that helped greatly. • Liz and CE GROUP had in depth event experience that could have been tapped into in a more meaningful way. Instead they were really just facilitating requests issued from SOI.

RECOMMENDATIONS:

• Give one event management and production company ownership of delivery of entire program – including communications with guests. But the necessary budget and staffing support would need to be placed against that.

After Action Report

Functional Area: Technology and VIK Equipment

Manager : Christyn Schumann (CE Group)

Objective: The purpose of this department is to provide technological advice and guidance on the securing of office equipment and telecommunications (to include blackberry support) equipment necessary to run the program on site. In addition, this department would oversee the installation, maintenance and removal of all equipment rented for on site usage.

The Plan:

Pre-planning: Done by Operations Director (with support from SOI IT)

Staff on site: One Manager (SOI), one local hire or volunteer

Duties would include:

• Review technology requirements used in past Games • Determine needs for 2009 • Determine best source for local equipment rental, negotiate best price • Determine budget for department; receive approval from Finance dept. • Order and store all products needs, i.e., paper, toner etc. • Determine wireless access on site as well as cable needs (if necessary) • Secure equipment • Oversee installation of equipment on site • Determine need to have computers networked • Be prepared to provide blackberry assistance to VIPS • Be available to trouble shoot any problems on site • Draft Department After Action Review for dept at conclusion of program

What Worked: • While there were bumps along the way, in the end, we were effective, if not efficient. • When Andre and Larry arrived on-site, they were extremely helpful and supportive… couldn’t have done it without them. • Fisher’s was the printer provider and was extremely helpful and supportive throughout the process. They donated the machines and their time and were always willing to step in and help out, without really getting much out of it profit-wise. • The laptops proved by the GOC were excellent – brand new and very fast. • When a computing/printing problem arose and it was urgent – we had access to the Grove’s business center – free access to computer and printer. • CE Group shipped up extension cords and surge protectors to be used, which saved a great deal of $ on rentals from the Grove. • Nate (Grove IT) was AWESOME! He helped us tackle every obstacle we encountered, although it wasn’t really his responsibility.

Challenges: • Unclear on who was supposed to be supporting our program. We thought we would be supported by the GOC, but it was made clear by them that we were not. The hotel said they were not responsible, that we hadn’t set anything up with them (but they – Nate – were helpful nonetheless). But I got the opinion from SOI that the hotel should be taking care of us. So I was never sure who to ask for help b/c everybody seemed to say it wasn’t their responsibility. • Not enough IT support early-on, pre-event week. While it seems SOI was there to set- up/manage all other aspects of the SOWWG, the ASF program didn’t seem to be a priority. This left IT/technology issues to me, the hotel, and Fisher’s – none of which had full knowledge of SOI’s server, needs, etc. • Internet connectivity. I did all I could at the front end to ensure we would all be able to connect, but when everyone got on-site we had a great deal of trouble getting everyone online. Basically, the hotel’s system was not able to handle so many computers and devices in such a small space. Again, had we known so many people would need to office at ASF HQ, we would have been better prepared for this. • The large, main printer was a little tricky – always seemed to be jamming. Fortunately we had plenty of backup. • Conflicts with the SOI server, Citrix, and printing capabilities. I am not familiar w/ this database and the ins-and-outs of managing servers, so I was not very helpful in troubleshooting problems related to this. • More people than expected needed office space and computers/equipment. They walked in and somewhat demanded this and we were not prepared to handle such requests. In particular, the webcast team proved to be difficult to work with. I had no idea they would even be with us at the Grove, but it seems they felt they were one of the more important groups on-site. They made several demands and were quite put-out when we couldn’t meet those demands immediately. • Some people were prepared to work “offline” while others were not. This led to some complications regarding accessing email, printing, etc. • We had no scanning capability b/c there was no server to scan-to. Was not a huge problem, but would have been nice to have.

Recommendations: • Assign someone with SOI’s IT Dept. to liaise with the ASF program coordinator to plan and prepare before going on-site and also to troubleshoot once there. • If no one from SOI’s IT will be assigned to the ASF program, contract for IT support either from the hotel or an outside service to help set-up before everyone arrives on-site. • Set-up a network in advance or be prepared to work “offline” or on a “google-docs” type of system. • Security. Fortunately nothing happened to any of the equipment. (I think being in small-town Boise had something to do with that.) But if someone had really wanted to take something, we did not have much security in place to defend against this. After Action Report

Functional Area: Tracks

Manager : Liz Warwick – lead, Michele Lago and Emily Parker (all CE Group)

Objective: Manage execution of guest tracks program designed to create touch points for ASF guests with athletes and families while providing educational opportunities.

The Plan:

Staff on site: One manager, up to four staff

Duties include:

• Create a daily program of multiple tracks attended by guests assigned by SOI • Review track schedule and advance logistics with venue, transportation, guest management, and guide commissioners. • Ensure each venue director and venue team is prepared for ASF track stop. • Assist with keeping tracks on time and report progress or problems to Operations Center. • Manage daily activities – art walk and run with athlete • Collaborate with GOC on awards presentation opportunities for ASF guests

What Worked:

• The Skiing Track – winning combination of celebrity skier, nearby venue (within 50 minutes), and combination of fun, interactive activity with guests as well as watching Special Olympic skiers later in the day.

Challenges:

GENERAL:

• The Track program in general was poorly attended. • It’s hard to determine if the Track program would have been more successful if the communication piece (itineraries) had been clearer about how the Track program actually worked. • In general, the Track program was poorly attended, with the exception of the ski program at Bogus Basin. Guests create their own on site schedule and meetings within the program, independent of what SOI puts into their itineraries (with the exception of the Board meeting and social dinners). • The guests that I spoke with did not understand, based on the information in their itineraries, that there was a designated ‘start time’ of the Track and it then continued through the day. • There were wasted budget dollars spent on lunches that guests did not attend on certain Track days.

SPECIFICALLY:

• The lack of advance communication and coordination between SOI staff (Steve/Joanne) creating the individual itineraries for guests with Kim/Liz creating the Tracks – created confusion for Track and operations support team on what they could actually deliver. Activities were listed on these itineraries that operationally were impossible for Track team to support (i.e., guests dropping off Track and needing to get to another location/activity). Track team did not know about this until they were on site and actually saw individual itineraries the night before they were distributed. • There was an agreement months before the program that with the exception of 10-15 guests – there would be no individual itineraries. Yet all guests were still given individual itineraries by SOI upon arrival. It made it appear to the guest that they could participate at any time in the day’s activities that were within the Track. Guests did not understand that they needed to be at the first departure time in the morning – and then they were on that Track all day. If Kim/Liz had had the opportunity to review the itineraries in advance, this could have worked with SOI team in adjusting language in the documents given to guests. • Many guests came to the lobby, midway through the Track schedule and thought they could just participate in the activity at that point in time. They did not understand that they had to start the Track first thing in the morning, and stay on it for the day. It was easy to see how guests were confused based on how the activities were listed on the material provided to the guests. • Venue Managers, cooperated with the Track team, but really didn’t want any additional work, due to lack of venue support staff, during the days of competition. Mountain Home staff helped support the Track team at the competition venues.

Recommendations:

• The concept of coordinating a small guest group with managed activities is still a good one. But it should be limited to one or two activities a day (not an entire day) as this level of guest does not want to be confined to a Track for an entire day. • The combination of an interactive activity for the guest, led by a celebrity (i.e., skiing day), in conjunction with viewing an event with Special Olympians, worked well. • A number of guests had requested transportation to competitions during the day, so a limited shuttle service to prime events should be considered. • Communication pieces that guests are given needs to be reviewed by Operations team delivering operational support services to ensure that the Ops team can deliver the promised service. All Star Fan Program

Special Olympics – 2009 World Winter Games February 6-14, 2009 Boise, Idaho

Transportation Operations Plan with After Action Report (highlighted)

Part 1 - Background

FUNCTIONAL AREA Transportation

PURPOSE To plan and execute in an efficient and cost effective manner the transportation plan (ops plan, staff and equipment) needed for the support of the All Star Fan program (VIP program)

FUNCTIONAL AREA LEAD US Air Force Volunteer, Overall Manager (Name TBD) Mountain Home was unable to provide overall lead. We were notified on Jan. 30. Christa Scannell, CE, took the lead and sourced from Boise Drew Caughlin to assist as a paid contractor.

REPORTS TO Christa Scannell (Overall Ops Lead)

CONSTITUENTS SERVED DAILY (approx.) All Star Fans (VIP guests) – 200 pp Executive Management of SOI – 10 pp Staff serving the ASF program – At Grove Hotel – 15 pp Volunteers (where needed) – 30% at Grove Hotel – 22pp /70% other areas – 58pp Unplanned constituent group was the talent for Opening Ceremonies (OC), Youth Rally and Closing Ceremonies (CC). The GOC coordinator had very limited resources that were dedicated to OC and CC only and fell far short of needs for the multitude of talent. Recommend SOI contract the GOC to hire a talent manager for future events. This position would advance all talent, identify transportation needs and execute the plan with GOC resources or with a budget. Case in point, the group Flame included 17 members with two wheelchairs requiring an accessible mini bus for the duration of their stay. An attempt to use motor pool would have depleted our access to vehicles for significant amounts of time. While talent is added late in the planning, this stress on staff and limited resources can be diminished with a dedicated person addressing new information as it becomes available and coordinating the plan.

DATES OF OPERATION For guests: February 5 – February 14. First guests arrived Feb. 4 For staff: January 25 – February 16

HOURS OF OPERATION For guests: 7am – 11pm daily (in general) For staff: Vehicles either get assigned to them or are shared. Hours vary. LOCATION - AREAS OF SUPPORT NEEDED 1) Grove Hotel, Boise 2) Hotel 43, Boise (TBD) 3) Boise Airport (commercial and private airport/TBD) 4) Sun Valley Airport (commercial and private airport/TBD) 5) Venues a. Idaho Center (Opening/Closing Ceremonies) b. Boise State (Founder’s Reception) c. Competition Venues – TBD d. Taco Bell Arena (Youth Rally) TBC

6) Transfer to Sun Valley i. Charter ii. Private Planes iii. Coach iv. Private Cars 7) Events in Sun Valley i. Competition Venues – TBD ii. Private Homes – TBC iii. River Lodge – TBC

Part 2 – The Plan

APPROACH In general, SO, through equipment secured from the GOC, will provide transportation services to guests for activities that are scheduled within the ASF program format. This would include: - Airport pick-up and transfer to hotel - Transfer to competition venues (within track format) - Transfer to program activities (i.e., Opening Ceremonies, Founder’s Reception, etc.) - Return transfer from hotel to airport -

VEHICLE SOURCING The GOC is contractually obligated to provide the SO requested number and type of vehicles to support the All Star program. GOC advised SOI in December that they anticipated being unable to support ASF motorpool requests as they had a vehicle and volunteer shortage especially during the first four days of the program. Response was fourfold. One, SOI rented 25 vans and SUV’s for the busiest days, Friday – Monday. Two, CE suggested that GOC provide the 25 drivers needed for Friday and Monday and Mountain Home would provide the drivers for Saturday and Sunday (easier for volunteers to get off base on the weekend). Three, SOI reduced the required number of dedicated car and drivers to five (one for Tim, one for Brady, three floaters that mainly were used for talent). Four, CE put on hold mini busses through Boise Shuttle to back up airport runs. GOC agreed to this plan on Jan. 22. Once on site, Jan. 27, GOC informed CE that they were having difficulty filling the volunteer spots for the Friday and Monday requests but would continue to push for volunteers. During program, neither GOC nor Mountain Home were able to provide the 15-25 drivers per shift. This put incredible strain on the program. At most we have 10 vehicles on the road plus the mini busses. The close proximity between host hotels and airport kept this too a minimum on busy flight days, but meeting special requests to venues was difficult. Tuesday – Friday, ASF relied on GOC motorpool sending volunteers and vehicles at beginning of shifts. On Saturday, we had GOC motorpool but reinforced our fleet with staff cars and staff drivers to meet all early morning departures. Our 5 dedicated drivers were awesome and gave a tremendous amount of time throughout the week.

These vehicles would be sourced from a variety of providers and would be supplied to SO at no cost. SOI paid Boise Shuttle for the mini busses and was supposed to be billed for the rented vans.

The range of vehicles requested would be: Coaches (48-52 passengers + driver) Mini-coaches (16-28 passengers + driver) GOC did not source. Mini-vans (7-9 passengers + driver) Sedan (3 passengers + driver) We requested and received several four wheel drive SUV’s for the fleet. Concentrated these in Sun Valley and with dedicated drivers.

LEVELS OF SERVICE The Levels of service would be as follows:

1. Dedicated Car and Driver This would be limited to about 15 people (EKS, Tim Shriver, Foreign Dignitary, etc.). There may be one or two drivers assigned, per car, depending on the number of work hours per day. These cars will be staged at the Grove Hotel or a nearby lot and will be ‘called up’ as needed. This was reduced to 5 dedicated cars and drivers in December – Tim, Brady, three floater vehicles mainly used for talent.

List of identified guests or senior executives for DCD service to be attached to this Operations plan (by December 15).

All drivers will have a cell phone for communications with their guest and the host/guide assigned to that guest. Drivers used their personal cell phones or radios provided by ASF.

2. Motor Pool This will be a limited number of cars, available on an as needed basis, for discretionary trips for VIPs, outside of the scheduled Track format. Number of vehicles for this group TBD during December Boise trip. We needed motorpool vehicles and drivers each day for arrivals and departures at the airports. There were a lot of individual itineraries and little adherence to tracks and track provided transportation. Transportation team set up a log for requests for individualized transfers, attempted to group people going to the same venue and overall did an excellent job of meeting nearly all requests on time.

These vehicles will be staged TBD. The accessibility of these cars will be handled through the GOC Transportation group in coordination with the ASF Transportation staff.

If motor pool cars are not available at requested times, guests will be encouraged to take a taxi to their destination.

3. Staff Vehicles A limited number of vehicles (sedans and vans) for Operations and Advance staff will be allocated to the All Star program. These vehicles to be staged/parked at the Grove Hotel or a nearby lot. Keys for these vehicles to be secured in a dedicated vehicle key box in the Operations office.

Assignment of these cars will be approved, on an as needed basis, by Christa Scannell and Kim Widdess.

4. Track Vehicles A determined number of vehicles (primarily mini-coaches and vans) will be requested of the GOC for daily transportation within the Track format. Each of these vehicles will take guests on a pre-determined route for either a half day or a full day of activities.

Each track vehicle will have at least one or two guides on that vehicle to provide information to the guests and also the driver, if needed. GOC had indicated that all motor coaches would include a guide, but no GOC guides were provided during program. Mountain Home provided volunteers for the first day of tracks and then we were able to keep the same bus drivers throughout the week and did not worry about lost drivers and guests.

These vehicles will probably be staged daily at a nearby lot, or will arrive each morning from the depot where they have been maintained and parked overnight.

5. Shuttle Vehicles Shuttle vehicles, primarily motorcoaches, will be available to transfer guests to certain functions, such as Healthy Athletes, on regularly scheduled runs.

Shuttles will be provided, when appropriate, to allow guests maximum time flexibility to attend certain on going events, at their discretion.

Shuttle service can be used in conjunction with a Track, usually at the end of the day. GOC provided ASF with the same bus drivers throughout program, so once they all had been on the routes and to venues, problems were abated. Drivers told CE that they arrived and were supposed to be given the chance for training runs but were put immediately into service without the training. CE had been told in many meetings with GOC that training and guides would be provided.

6. Spreadsheet with Preliminary Vehicle Request A spreadsheet with preliminary quantities of vehicles will be made a part of this plan. Various revisions were provided to GOC October through February. Final version attached.

Part 3 – Staffing Support

Although the Lead for Transportation, as well as all additional on site support, will be from volunteers from the U.S. Air Force Base in Mountain Home. The preliminary planning work will be done by Christa Scannell of the CE Group with GOC Transportation, with input and approval from Kim Widdess. The planning work will transition over to Mountain Home in December – with supervision continuing by Christa Scannell. As stated above, Mountain Home was unable to be on site until Feb. 4 leaving most of the planning and management to CE and Christa Scannell. Once onsite, the skill of the Mountain Home volunteers and commitment to success of the program was tremendous and critical to the success of the program. Very clearly, Mountain Home volunteers were significant contributors daily.

Due to the design of the program, 9 days of events, 2 city locations (Boise and Sun Valley), multiple airports, the transportation support necessary for this program is complex. Mountain Home could not support the request for volunteers in Sun Valley. GOC had very limited resources in Sun Valley. SOI hired local Boise DMC TMN Events with expertise working in Sun Valley to assist with transportation and other issues for Beth and SOI program.

Shift schedules per location, to be determined with input from Mountain Home and Christa Scannell and Kim Widdess, at the December 2008 meeting in Boise.

Staff Support is comprised of the following sub-groups:

• Airport (Boise)
2 Assistant Managers (1 per shift)
6 vehicle/guest dispatchers (3 per shift)

• Hotel Dispatch (Grove Hotel)
1 Assistant Manager
2 Transpo Desk Coordinators (1 per shift – in lobby)
8 Curb Dispatchers (4 per shift)

• Venues (Boise comp and non-comp venues)
1 Assistant Manager
6 Coordinators – 2 per venue x 3? venues (this might increase)

• Scheduler (Grove Hotel)
2 Assistant Managers (1 per shift)
2 Assistants (1 per shift)

• Sun Valley (Sun Valley Resort)
2 Assistant Managers (one for airport; one hotel)
1 Transpo Desk Coordinator (in hotel lobby)
4 Assistants per shift (for venues; hotel dispatch; airport arrival)

Total Staff (preliminary) requested: 1 Overall Lead 8 Assistant Managers 27 Assistants/Coordinators On site staffing daily was the following: Christa Scannell (CE) lead and interface with SOI, ASF guests and GOC Drew Caughlin (contractor) lead on dedicated drivers and talent (please note, talent transportation required a dedicated effort by Drew once Troy with GOC ran out of resources and volunteers and in support of the Youth Rally) Day Dispatcher – Ron Juliana, Mountain Home Day Airport Dispatcher – Wednesday, Friday and Saturday – Greg Wickard, Mountain Home Motor Coach Dispatcher for Tracks and Ceremonies – Greg Wickar Evening Dispatcher – Jeremiah Fentress, Mountain Home Volunteers for track vehicles, Sunday and Monday

RESPONSIBILITIES INCLUDE:

• Airport
Review travel manifest for each days’ guest arrival and staff accordingly
Provide dedicated team for private airport arrivals
Coordinate information with guides and hosts, as necessary
Coordinate Gate greet w/airport for certain VIPS
Facilitate guests getting from luggage carousel to outdoor pick-up area
Facilitate guest departure from airport smoothly and quickly
Send advance call to hotel to advise of guests pending arrival
Help resolve any lost luggage issues at airport

• Hotel Dispatch
Review daily list of event departures
Determine staff posting areas – in hotel and curbside to facilitate smooth and timely guest departures
Provide Transpo staff with projected departure times, number of guests and location – per day
Provide Transpo staff briefing about release times
Coordinate with Dedicated Car and Drivers about parking and staging areas
Coordinate overall program parking (for All Star local guests) at hotel
Post daily signs in lobby with accurate departure times
Advise all guests (via lobby board) of any changes in times
Transpo Desk – Advise by telephone any VIP guides of changes
Transpo Desk – Advise ASF Ops Center of any changes in scheduled times
Provide ‘Welcome Back’ staff, where feasible, for returning guests

• Venues
Do a walk thru of all comp and non-comp venues for program
Review daily list of event and associated venues
Provide 2 staff per venue to ‘receive’ guests and re-direct to venue
Determine with GOC transportation/Christa Scannell the right location for vehicle drop-off for guests
Confirm location for vehicle pick-up for guests (ideally the same location)
Provide staff with anticipated number of guests and arrival/departure times per venue drop off area
Determine signage needs
Determine nighttime lighting needs – for safety
Retrieve all staff from venues at the end of each day

• Scheduler
Determine schedule, in advance, for each vehicle needed for program
Coordinate information to vehicle owners (?), in advance, – info to be received thru GOC who secured the vehicles
Coordinate schedule and staging locations with Hotel Dispatch
Determine transfer times necessary for all routes each day
Make adjustments in schedules due to winter weather
Confirm all events and event times in advance, and the day of, to ensure accurateness of schedule
Understand back-up plan from vehicle owners/drivers – if there are delays
Initial discussion for Sun Valley coordination – could either be thru this group – or directly with Transpo group in Sun Valley

• Sun Valley
Review airport arrival pattern and coordinate smooth and efficient pick-up of guests
Review ground transportation arrival from Boise and coordinate drop off at Sun Valley Resort
Coordinate all movements in and out of the Sun Valley Resort
Coordinate private transfers to VIP dinner in Sun Valley
Coordinate scheduling of vehicles for each days’ events
Provide hotel and venue dispatch as needed
Provide airport departure support, as needed
Provide a Transpo Desk in the lobby for guide and guest support

Office Work Areas The Transportation lead and Assistant Managers will be provided with a shared office in which to work in the Grove Hotel. Office equipment – to include some computers, fax and a copier will also be provided for their use. This was provided.

Meals for Transportation Staff One meal, per shift, will be provided for each staff member. Volunteer meals at Boise Center and sometimes food provided by SOI or CE.

Uniforms/Credentials Mountain Home volunteer transportation staff will be in their military uniforms, but will have a Special Olympics ASF program staff credentials. Mountain Home volunteers were in civilian clothes. Leads were provided with vests. All volunteers had credentials.

Communications Transportation Manager and Assistant Manager will either use their own cell phone (with compensation by SO) or they will be provided with a cell phone (to then be returned back to Special Olympics). Nextel push to talk for leads/managers. Radios for drivers at SOI expense.

Training for Staff Training will be provided for all Mountain Home transportation staff – on the Special Olympics Movement, The World Games, The All Star Program – and then their specific work area. As Mountain Home is coming on board early (December) – their training might be moved up to facilitate an early transition to Mountain Home taking ownership of the Transportation component of this program. Training was provided during morning briefings as the availability of Mountain Home volunteers was greatly cut.

Thank You Acknowledgement A special ‘Thank You’ certificate will be sent to each Mountain Home participant, thanking them for their time and effort, on the All Star program. This has not been confirmed. With Peter’s approval, a special thank you reception occurred on Friday, Feb. 13 with approximately 20+ volunteers attending.

Part 4 - Signage

Hotels Daily transportation schedules will be provided in the lobby of each hotel in Boise and Sun Valley. Color coded document hung in elevators and next to elevators doors along with information available at the Guest Center.

Exterior dispatch area signs will be reviewed with Christa Scannell and determined if needed and budgeted for.

Vehicles All vehicle drivers, except possibly sedans, will be provided with a plastic sleeve and a computer printout of all possible venue locations, to serve as window signage.

Special colored Track signs will be made for each vehicle used for Track support. Sample with décor and signage plan.

Venues Drop off zones and guest ‘wait areas’ for arriving vehicles will be reviewed and determined if there is a need for signage. A frame signs created and used at Grove.

Part 5 – Funding

This program has been designed to be financially supported by the GOC. The extent of that funding support relative to this program will be reviewed by SO.

No costs can be incurred without prior approval from Peter Wheeler.

ASF Transportation Grid Updated 01/29/09 FINAL VERSION By CS/CE Group

Mini-busses contracted by SOI Boise Sun Valley w/ Boise Shuttle Mini- Host/ Total Start End Mini- Coac Driver Start IndividualName Dedicated Destination Van bus Coach Guest Drivers Guide other pax Date Date Time Van bus h s Guide Hosts Date End Date Time Vehicles (5) Shriver, Tim as instructed 1 1 1 1 2/5 2/14 All Day 1 1 1 2/8 2/11 All Day Lum, Brady as instructed 1 1 1 1 2/5 2/14 All Day 1 1 1 2/8 2/11 All Day Guest 3 as instructed 1 1 1 1 2/6 2/14 All Day Guest 4 as instructed 1 1 1 1 2/6 2/14 All Day Guest 5 as instructed 1 1 1 1 2/6 2/14 All Day 5 0 0 5 5 5 0 0 0 0 2 2 2

Motor Pool Listed by day and need below for Boise, Sun Valley to the right. 10 10 2/5 Feb. 11 all day

ASF Program GOC does not have (Note: Others may include track leader, host, athlete, GOC trans vol, SOI staff) coverage on 2/5 Thursday, 5 Feb Updated Assumptions and Notes: Executive staff and early arrivals From BOI to Grove, 43 1 26 3 10 2/5 2/5 All Day 1)OC Celebrity vehicles & drivers scheduled by Salle's team for airport and ceremony schedule only,- four vehicles and drivers provided not enough, plan TBD Friday, 6 Feb 2)Showcase Limosine willl provide private chauffered vehicles when Motorpool Vans Driven by GOC volunteers 25 requested and paid for by guest VEHICLE CREDENTIALS graphics MH motorcoach transport to and from MH and Grove 1 1 2/6 2/6 Per sched provided by CE, printed by GOC All 3) GOC will contract 25 vans for Boise and 10 vans for SV, guides in SV Main Guest Arrival Day From BOI & private jet centers to Grove, 43 1 0 200 7 80 0 2/6 2/6 Day/Night Sun Valley Group by will be drivers private planes Western Aircraft to Grove 20 4) SOI/CE has contracted for the mini busses with Boise Shuttle- VEHICLE CREDENTIALS - graphics provided by CE, printed by GOC Grove to Leku Ona, Bardenay, Berryhill, 5) Delegation and observer group needs will be requested by Jon-Paul Chandlers (most guests will walk weather 6) Tranportation guide per coach provided by GOC, SOI requesting this Dine Around permitting) 2 240 2 0 0 2/6 2/6 6p-9p on all coaches Saturday - Monday Dessert Reception From Dine Around back to Grove 2 290 9p-10p 7) SV vans will be delivered and picked by GOC, Beth is arranging 25 2 5 - 13 90 0 overnight parking Saturday, 7 Feb Mountain Home transport To and from MH to Grove 1 1 2/7 2/7 Per sched Motorpool Vans Driven by MH volunteers 10 Opening Ceremonies, 12pm to Founders Grove to Idaho Ctr, BSU, back to Grove 8 250 10 64 30 2/7 2/7 9pm Opening Ceremony ASF guest shuttle for Parade Idaho Center parking lots 4 4 2/7 2/7 3p-9p Board Mtg Location TBD 1 30 1 0 15 2/7 2/7 8a to 12p SV Group arriving private plane - COVERED BY GOC BOI to Grove, Founders back to BOI ? 20 13 20 11 2/7 2/7 9a to 10p Swing vehicles for airport arrivals, shuttle to Arrivals OC &FR 1 20 3 3 0 2/7 2/7 8a to 10p 0 1 10 - 31 87 56 Sunday, 8 Feb Mountain Home transport To and from MH to Grove 1 1 2/8 2/8 Per sched Motorpool Vans Driven by MH volunteers 15 Arrival of wave 2, BOI & Jackson Jet to Coca-Cola Volunteers Grove, dinner 11 2 2 2/8 2/8 all day Floor Hockey/Speed Sk/Sports Exp Blue Track Spot @ GRV 8:30a--End 3:30p 1 23 1 11 7 43 2/8 2/8 Mng/Aft MISY/Floor Hockey/Sports Exp/Healthy Ath Purple Track Spot @ GRV 9:30a -- 5:30p 1 21 1 10 7 40 2/8 2/8 Mng/Aft Ski group to Bogus Basin Red Track Spot 7:30a--9:30a--Ret 3p 2 16 3 8 5 32 2/8 2/8 Mng/Aft Fig Sk/Sport Exp/Youth/Health Ath Green Track Spot 12:30p--5:00p 1 25 3 12 7 48 2/8 2/8 Mng/Aft Floor Hockey/Heathtly Ath GoldTrack Spot 11a--5:30p 1 26 13 7 47 2/8 2/8 Mng/Aft Speed Sk/Sports Exp/Floor Hockey Black Track Spot 9 ---Return 3p 1 13 1 6 7 28 2/8 2/8 Afternoon Kids Corps Youth Summit 1 15 1 10 1 28 2/8 2/8 Mng/Aft Boise Departure, Lunch, Snowboarding, SV Track Dinner 1 14 1 0 10 26 2/8 2/8 all day 8 8 15 6 2/9 Aft/Eve 15 2 8 - 14 70 53

C:\Documents and Settings\cschumann\Local Settings\Temporary Internet Files\Content.Outlook\10NHF9BH\ASF Transportation Grid - as of 1-29.xls ASF Transportation Grid Updated 01/29/09 FINAL VERSION By CS/CE Group

contracted by SOI w/ Boise Shuttle Mini- Host/ Total Start End Mini- Coac Driver Start Name Destination Van bus Coach Guest Drivers Guide other pax Date Date Time Van bus h s Guide Hosts Date End Date Time Monday, 9 Feb Mountain Home transport To and from MH to Grove 1 1 2/9 2/9 Per sched Motorpool Vans Driven by GOC volunteers 15 Guest Departures Grove and 43 to BOI as needed 50 5 2/9 2/9 Mng/Aft Youth Rally/Figure Skating/Healthy Ath Blue Track Spot 9:30a---Ret 5p 1 26 1 13 7 2/9 2/9 Mng/Aft Youth Rally/Speed Sk/Fig Sk Purple Track Spot 9:30a--Ret 3p 1 26 0 13 7 2/9 2/9 Aft Youth Rally/Floor Hockey/Healthy Ath Red Track Spot 9:30a-Ret 4:30p 1 26 1 13 7 2/9 2/9 Mng/Aft Youth Rally/College Summit/Floor Hock Green Track Spot 9:30a-Ret 4:30p 1 30 1 15 7 2/9 2/9 Mng/Aft Young Ath/Speed SK/ GoldTrack Spot 1p ---Ret 3:30p 1 30 3 15 7 2/9 2/9 Mng/Aft Young Ath/Fig Sk/Summit/Healthy Ath Black Track Spot 12:30p--Ret 5:30p 1 Coca-Cola Volunteers Dessert Reception @ Grove 21 0 0 2/9 2/9 Evening Sun Valley Transfer Youth Rally and Depart to Sun Valley 1 30 1 0 7 2/9 2/9 9a-4p Kids Corps Youth Rally, TBD 1 20 1 2 2/9 2/9 All Day SV Track A n/a 8 1 9 15 6 2/9 Aft/Eve 15 0 9 - 14 69 44 Tuesday, 10 Feb MountainDepartures Home Wave transport 1/Arr To and from MH to Grove 1 1 2/10 2/10 Per sched Wave 2 Grove and 43 to BOI 50 1 2/10 2/10 Mng/Aft Ski group to Bogus Basin Purple Track Spot 7:30a, P/U Bogus 2 pm 20 2 10 7 2/10 2/10 Mng/Aft Floor Hockey/Speed Sk/Olympics Town Blue Track Spot 8:30a--Ret 3p 1 20 2 10 7 2/10 2/10 Mng/Aft McCall Red Track Spot 7:30a -- Ret 5:00p 1 22 1 11 7 2/10 2/10 Mng/Aft Kids Corps TBD 1 12 1 2 2/10 2/10 All Day SV Track A n/a 8 1 9 15 6 2/10 Aft/Eve 0 0 3 - 7 31 23 Wednesday, 11 Feb Mountain Home transport To and from MH to Grove 1 1 2/11 2/11 Per sched Blue Track Shuttle Floor Hockey 1 30 1 15 7 2/11 2/11 Mng/Aft Purple Track Shuttle Speed Skating 1 20 1 10 7 2/11 2/11 Mng/Aft Coach to Boise, Resort Red Track Shuttle Figure Skating 10 1 5 7 2/11 2/11 Mng/Aft vehicles to Hailey Kids Corps TBD 1 10 1 1 2/11 2/11 All Day SV Track n/a 8 8 15 6 2/10 Aft/Eve SV Departures n/a 1 Aft/Eve 0 0 4 - 5 30 22 Thursday, 12 February Mountain Home transport To and from MH to Grove 1 1 2/12 2/12 Per sched Blue Track Shuttle Floor Hockey 1 30 1 15 7 2/12 2/12 All Day Purple Track Shuttle Speed Skating 1 28 1 14 7 2/12 2/12 All Day Red Track Shuttle Figure Skating 28 1 14 7 2/12 2/12 All Day 2010 Gala 2 50 5 30 20 2/12 2/12 6p-10p Resort vehicles Kids Corps TBD 1 10 1 1 2/12 2/12 All Day SV Departures n/a 1 0 0 6 - 10 73 42 Friday, 13 February Mountain Home transport To and from MH to Grove 1 1 2/13 2/13 Per sched Track 1 Floor hockey 1 35 1 15 5 2/13 2/13 9a-11a Track 2 Speed Skating 1 10 1 5 2 2/13 2/13 10a-11:30a BOI airport to Grove then ceremony then Sun Valley Arrivals airport 1 20 1 2 2 2/13 2/13 3p-10p Closing Ceremony 2 100 2 20 10 2/13 2/13 3p-10p 0 0 6 - 6 42 19 Hotel Shuttle available Saturday, 14 Feb Departures 2 100 6 2/14 all day

C:\Documents and Settings\cschumann\Local Settings\Temporary Internet Files\Content.Outlook\10NHF9BH\ASF Transportation Grid - as of 1-29.xls ASF Transportation Grid Updated 01/29/09 FINAL VERSION By CS/CE Group

contracted by SOI w/ Boise Shuttle Mini- Host/ Total Start End Mini- Coac Driver Start Name Destination Van bus Coach Guest Drivers Guide other pax Date Date Time Van bus h s Guide Hosts Date End Date Time

Staff (15) Wheeler, Peter dedicated sedan, no driver 1 0 0 1/26 2/15 Scannell, Christa dedicated van, no driver 1 0 0 1/26 2/15 Widdess, Kim dedicated van, no driver 1 0 0 1/19 2/15 Urban, Emily dedicated van, no driver 1 0 0 1/19 2/15 ASF Program Advance Team 4 dedicated vans, no drivers 4 0 0 2/2 2/15 ASF Transportation Team 1 dedicated van, no drivers 1 0 0 2/2 2/15 Seckler, Kirsten dedicated sedan, no driver 1 0 0 2/2 2/15 St. Germain, Jon-Paul dedicated sedan, no driver 1 0 0 1/15 2/15 Todd, Lee dedicated sedan, no driver 1 0 0 1/15 2/15 Bowler, Venisha dedicated sedan, no driver 1 0 0 2/3 2/15 Torheim, Ase 1 dedicated van, no drivers 1 0 0 2/3 2/15 Turrentine, Drake 1 dedicated van, no drivers 1 0 0 2/3 2/15 Alldridge, Beth 1 dedicated van, no drivers 1 0 0 1/27 2/14 STAFF TOTALS: 16 0 0 0 0 0 0 0 0 0

C:\Documents and Settings\cschumann\Local Settings\Temporary Internet Files\Content.Outlook\10NHF9BH\ASF Transportation Grid - as of 1-29.xls After Action Report

Functional Area: Volunteer and Guide Recruitment and Training

Manager : Liz Warwick (CE Group)

Note: Lisa Dietz (SOI) facilitated on the ground recruitment, assisted Liz with orientations and training sessions, and managed both groups during the program.

Objective: The purpose of this department is to select, inform, train and manage all

Guides and volunteers required for the planning and execution of the program.

The Plan:

Staff on site: One manager, plus two volunteer commissioners

Duties include:

• Confirm volunteer needs with Ops Director o This was constantly a work in progress • Confirm guide needs with Peter Wheeler o Ratio changed from 1:4 guest couples to 1:1 – 30 days before the Games • Work with GOC volunteers leadership o Completed; but they were of little assistance • Determine sources for recruiting positions (SOI, local etc.) o Completed • Determine process and procedure related to securing local staff o Completed • Create a master list of all names, work dates and source o Lisa Dietz compiled • Determine communication plan to keep them informed o Liz did outline of needs – Lisa made the direct connection • Draft master timeline for all deliverables o Completed • Determine on site training schedule o Completed – there were 5 training sessions total • Produce training manual (CE Group) o Completed and distributed to trainees • Determine uniform needs o Discrepancy between what Guides received and what Volunteers received. • Create master shift schedule for on site o Completed • Coordinate with F&B department on meals as required o Completed (issues at COG location) • Resolve any HR related issues on site o Completed • Be cheerleader for staff focused on inspiring positive spirit and ‘can do’ attitude o Was coach for Lisa Dietz • Recruit guides o Lisa Dietz took on site pre Games lead with coaching from Liz • Manage executive staff o Not sure what this is • Draft Department After Action Review at conclusion of program o Completed

SCOPE ADDITIONS

COCA-COLA • Dedicated advance briefing for Coca-Cola • Design separate volunteer program for Coke volunteers at Sports Experience. • Coordinate with Venue Managers at COG and lead for Sports Experience for integration of Coke personnel into Sports Experience program • Weekly conference calls and 4 meetings in ATL with Coca-Cola team on their volunteer progress • Provide walk through and training on site at Sports Experience for Wave 1 and Wave 2 volunteers • LW was link to Lisa Turner for all advance needs on TCCC volunteer program (on site linkage to Liz and Christa) • Dedicated on site training for Coca-Cola staff

COACHING LISA DIETZ • As Lisa Dietz was a junior staff member assigned to a designated Senior Staffing Manager position, and did not have the experience to fulfill this role on her own, Liz was placed as an ongoing resource for Lisa in the work that she did pre-Games. Liz had multiple calls from Lisa on multiple days during this time period. Lisa did a great job in recruiting the necessary guides in Boise.

What Worked:

• The guide program, in general, worked. Guides were trained well and in most cases (based on feedback) provided a great service for the guests. • The training program for Guides and Volunteers was comprehensive providing good background information on SOI, The Idaho Games, The All-Star program and their specific role in supporting the program. • Mountain Home Air Force Base filling in the gaps on staff support in areas in transportation (under Christa’s direction) and venue support (for Tracks).

Challenges:

• The recruitment process started too late – as we were waiting for a designated Staffing Manager to be identified by SOI . (This position was initially identified to be part of the CE Team, but CE was advised by SOI, that SOI would provide that staff person). • The number of Guides needed for the program changed 30 days before the Games. It increased from 30 Guides to 90 Guides. Tim wanted to modify the ratio so that every couple had their own dedicated Guide. • Sourcing Guides and Volunteers in the Boise area was a challenge as there were very few people who could take off the time required to play that role (As a high percentage of people in the Boise area work full time). Shift schedules and an additional training segment needed to be added to accommodate more staff than originally required in order to fill in the Guide/Volunteer gaps on the schedule. • Some Functional area managers got in so late on site in their on site role, they didn’t have time to really assess best usage of volunteers to support their area. • Staffing Manager got assigned too late in the project and she was overwhelmed. • SOI senior staff ‘dismissed’ Guides as they wanted to personally manage some of the guests themselves.

Recommendations:

• Identify experienced Staffing Manager earlier in the process – and provide one additional person for the on site recruitment process; • Ideally, this position should come from the third party providing operational support services as this Staff Manager position is directly linked to providing operational and guest service support. Lisa really didn’t know the work that the CE Group did on the overall program – and she didn’t have an understanding of the positions that she needed to recruit volunteers for. • Guiding Principles on Guide Management are put in place so that SOI senior staff can’t arbitrarily decide to dismiss Guides selected and trained for the program.

Documents To Include:

Guide Interview Process

Guide Interview Form

GUIDE Interviews

Info for Lisa and Kim for 1/15 Boise visit

Purpose of Guide: To provide an enhanced level of service to the VIP (All-Star guest) to indicate the value that SOI places on that guest.

Purpose of Interviews: In order to ensure that the Guide is a good match for the VIP (and visa versa) there is a certain criteria that needs to be in place for an individual to become a Guide. The criteria is:

General: • A fluent English speaker • A positive, cheerful personality • A good communicator; articulate • An initiator, who can problem solve, if necessary • Knowledgeable of Boise area • Mature adult (not enamored with being around a VIP)

Time Commitment: • Is available for an in person interview in Boise (dates to be filled in by Lisa/Kim) • Is available for the Training session (either 1/31 or 2/1) • Is available for:
Friday, February 6 – airport meet and greet, escort VIP to hotel (via ASF transportation) provide general briefing to VIP at hotel. (Will need some for Dine Around that night as there are 4 locations and only 10 Coke vols (who will also be escorts).
Saturday, February 7 – check in by phone in the morning, possibly attend Opening Ceremonies (we need to discuss w/Kim on this piece) as they will not be able to go into Founders Reception afterwards.
Sunday, February 8 – attend Track activities with their particular VIP. Start of day depends on Track. Generally 8:30am at hotel – return to hotel between 5 and 6pm that day. All Guides will be briefed prior to going on Track by Track leader and Kim (in small group sessions). NOTE: 20 ASF depart for Sun Valley that morning.

Monday, February 9 – attend Track activities with their particular VIP. Start of day depends on Track. Another 30 people depart for Sun Valley at 1pm.
Tuesday, February 10 – new schedule starts for Guides. Minimum time is outlined above – Friday through Monday.

NOTE: If VIP goes to Sun Valley either Sunday or Monday – Boise Guide remains in Boise.

Materials that will be provided to Guide: • Training Information (given out either Sat., Jan 31 or Sun., Feb 1)
Training Material - General (About Special Olympics, The 2009 World Games, the 2009 Sports and Venues, Sponsors)
Training Material – ASF Specific ( About the program, Tracks, Social Activities)
Training Material – Volunteer Specific (About hours, meals, apparel, transportation, problem resolution, etc).
Contact List – Resources (Laminated contact cell phone list for Guest Services, Transportation, Emergencies, Lisa Dietz).
Official ASF Volunteer credential and pouch
Official ASF Volunteer vest

Paperwork/Steps • Completes application/liability waiver and gives to Lisa • Completes in person interview in Boise (w/Lisa or Kim) • Commits to minimum time commitment (see above) • Provides cell phone number to Lisa for follow-up contact • Review Code of Conduct and agrees • Attends training session • Receives airline arrival information (from ??) and coordinates VIP airport pick-up with Shane Kyle • Reviews VIP schedule and Track assignment PRIOR to VIP pick-up at airport – and understand flow for the day. • Touches base with VIP – either by phone or in person each morning • Guide service concludes when guest has departed either for Sun Valley or home city. • Extended stay VIPS and Wave 2 VIPS – also need to be addressed. (Follow-up discussion with Lisa and Kim regarding this.) • Exit Guide survey to be completed by Guide (Liz to draft survey).

1/10/09

______Last Name GUIDE Interview

Guide Data:

Date ______

Interviewer ______

Location ______

How did Guide hear about ASF volunteer opportunity? ______

Name of Prospective Guide ______

Address (Street) ______

Address (City, State, Zip) ______

Telephone:

Cell ______Home ______

Checklist: General:

____ Fluent in English

____ Positive, cheerful attitude

____ Good communicator, articulate

____ Takes initiative; Comfortable problem solving

____ Knowledgeable of Boise area

____ Mature adult (not enamored with being around a VIP).

Process:

____ Complete application

____ Had initial phone conversation with Lisa

____ Available for Interview

____ Available for Training Session - Session ______

____ Available for all 4 days of service

______

______

____ Review Code of Conduct and agrees

Other Notes:

____ Recommended for Guide program

____ Individual withdrew because ______

____ Not a good match

AFTER ACTION REPORT

FUNCTIONAL AREA: Welcome Center and Lounge

MANAGER : Julie Pierce

OBJECTIVE: Create an inviting, comfortable, well designed space to greet guests upon arrival, distribute gifts and information, and serve as a retreat or meeting place for guests.

THE PLAN:

• Located in contiguous space in suites 319, 320 and the Riverfork room , 3rd floor, Grove Hotel. • Adjacent storage in Suite 316 (with adjoining door). • Suites overlook figure skating competition. • Suite 320 designed as main greeting area and distribution of guest packets and credentials. • Suite 319 designed as internet café with seating overlooking competition. • Riverfork, largest space, used for jacket distribution and hospitality (light snacks, Coca-Cola products, coffee) with some seating at tables and views of the competition. • Staffed by manager, guest services manager, SOI staff on Feb. 6 and 7, and volunteers. • Location for program billing and staffed by Rosa Proctor on Feb. 6 and 7. • Hours of operation o Wednesday and Thursday, Feb. 4 and 5, load in o Friday, Feb. 6, 8 am – 10 pm o Saturday, Feb. 7, 8 am – 1 pm, 5 pm – 10 pm o Sunday, Feb. 8, 8 am – 9 pm o Monday, Feb. 9, 8 am – 9 pm o Tuesday, Feb. 10, 8 am – 9 pm o Wednesday, Feb. 11, 8 am – 9 pm o Thursday, Feb. 12, 8 am – 8 pm o Friday, Feb. 13, 7 am – 11 am, load out (minor league hockey game in arena this night)

WHAT WORKED:

• Bio book w/photos useful for putting a name w/a face • Extra storage room for backstock and storage • Two persons manning the check-in • Distribution of gift bags and coats went smoothly once organized • Great views of rink from suite(s) • Internet café and printers helpful and utilized • Food service was consistent as were drinks on hand • Guests felt welcome and frequented welome center

CHALLENGES:

• Keeping those out of the lounge that were not VIP guests • Discerning who the VIP guides were • Multiple entrances at first which were later reduced to one and that helped with crowd control • Having itineraries on hand when guests checked in; many were not available at the time the guest arrived and they had to wait • Name of Welcome Center made it sound like it was open to everyone; suggest renaming to ASF Hospitality or ASF Lounge.

RECOMMENDATIONS:

• Hours of operation could be reduced in the evening as guests had night time activities • Have land line for welcome center to be able to communicate w/Op center • Have more coat sizes/styles for women • Include some coats for kids if appropriate • Gift bags need to have definite instructions on what’s to go inside; had to restock and unstock items more than once • Master list could set forth what fees were paid by guest so welcome center workers are clear on how many coats to distribute to VIP guests • Gift bags with more tangible gift items; seemed to have good informational collateral/maps but could have more personal items of value for the guests. Could SOI approach other corporate sponsors to donate gift items? For example: hand warmers, chapstick, cool keychain w/a sponsor’s name on it, blinking Coca Cola pins (highly sought after), jump drives. Anything that might appeal to a guest that they would take home and continue to use. If these items had sponsors logo and the SOI logo on them, even better!