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5th - 16th February, & VOLUNTEER TRAINING OF TRAINER’S MANUAL (ToTs)

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VOLUNTEER TRAINING OF TRAINER’S MANUAL (ToTs) 1 GUWAHATI & SHILLONG 1 VOLUNTEER FUNCTIONAL AREA 2 5TH TO 16TH OF FEBURARY , 2016 2 1. SOUTH 5 History 5 Culture Value 5 Peace, Perseverance & Progress 5 Member Countries 5 Bi annual event 5 2. NORTH EAST 6 Culture & Tradition of north India 6 Legacy 7 Organising Committee 12th 2106 3. VISION AND MISSION 8 Vision 8 Mission 8 4. EVENTS AND VENUES 8 Guwahati 8 Shillong 9 Functional Areas 9 5. VOLUNTEERS 17 Concept of volunteering 17 Benefits of becoming a volunteer 17 The volunteer Honour code 18 DO’S 18 DONT’S 19 6. ACCREDITATION 19 What is accreditation? 19 People requiring accreditation 19

3 Importance of accreditation 19 The accreditation card 20 Venues and zones 20 Access Privileges 20 Non Transferability of the accreditation card 20 7. WORKFORCE POLICIES 20 Appropriate Roles for Volunteers and its Policy : 20 1.Volunteers being absent from work : 20 2.Entry & Check in Policy for Volunteers: 20 3.Exit Checkout Policy for Volunteers: 21 4.Sub specific policies 21 8. DISCIPLINE OF VOLUNTEERS 21 Volunteer Grievance Redressal 22 9. BEHAVIOUR OF VOLUNTEERS 22 Respect for Others 22 Ensure a Positive Experience 23 Act professionally and take responsibility for actions 23 10. LEADERSHIP 23 Roles of Volunteers 23 A volunteer leader is a volunteer who: 23 Orienting and Training Volunteers 23 11. ENERGY ENTHUSIASM 24 12. PROBLEM SOLVING 24 OVERCOMING OBSTACLES 24 13. COMMUNICATION 25 Listening 25 Listen Actively 25 SPEAKING 25 14. MOTIVATION 26 Motivation matters – how volunteers’ motivations can impact their learning 26 15. EMERGENCY NUMBERS 27 16. DISASTER MANAGEMENT 27 18. REFERENCES 32

4 1. SOUTH ASIAN GAMES

History Proposal of the South Asian Games was first mooted in Germany by , India, , and in 1981. They were planning to start south Asian Federation Games the following year but couldn’t, due to political situation in . The birth of the SAF Games had to wait till September 17, 1984, when on that day, the dream of the youth in South Asia come true amidst pomp, pageantry and paraphernalia, at the Dashartha Stadium in . King Birendra Bir Bikran Shah and Queen AishwaryaRajyaLaxmi Devi set the ball rolling to the SAF Games, while adopted peace, perservence and progress the motto. The concept of SAF Games was received with great enthusiasm and each of the seven countries got the chance of hosting this mega sporting event. It was a bi-annual multi- event held in South Asia. Its success was phenomenal and over the years it became a much-celebrated affair. Then 1982, with an aim to promote among the South Asian Countries, delegates from Bangladesh , , India, , Nepal, Sri Lanka and , got together to chalk out a workable plan to promote sports in the region. It was decided that the SAF Games would be a yearly event which in turn, all the member countries would host. This event was an excellent way to promote friendship and brotherhood and also to bring together a number of closely associated countries on one platform which is in this case, sports. Cultural Value The SAF Games also helped in promoting cultural exchanges between the member countries. Devoid of any cultural, religious racial or political barriers, the member countries gather together under one banner to create a healthy disciplined show of sportsmanship. The hymn of the Federation clearly expresses the message of goodwill, brotherhood, peace and prosperity: Sports is our life, Unity our strength Our skills shine through perseverance SAF will prosper through peace and stability, Keep your spirit higher through sports forever! Undoubtedly, sports is a unique way to break down the barriers of hostility and breed the spirit that brings nations closer together. The motto also signifies the same thought: Peace, Perseverance & Progress Athletics, , Hockey, Football, , and other smaller team sports are included in the games, every time South Asian Federation added atleast 10 sports discipline to above event. Due to a lack of sporting competition among the nations, this multi event sport is seldom of world standards. From 2006 SAF Games Onwards, This Games Officially recognized as South Asian Games (SAG) and Sri Lanka host 20 Sports disciplines for first time of the games History. Member Countries At present, it joined by eight members namely ,Bangladesh,Bhutan,India,Maldives,Nepal, Pakistan and Sri Lanka. Bi annual event Arranged every 2 years. In 2004, it was decided in the 32nd meeting of South Asian Sports Council to rename the games from South Asian Federation Games to South Asian Games as the officials believed the word Federation was diminishing the emphasis on event and acting as a barrier in attracting crowd. These Games are often

5 hyped as the South Asian version of . 2. NORTH EAST INDIA Culture & Tradition of North East India The Indian states, Assam and Meghalaya will jointly host the 12th edition of South Asian Federation (SAF) Games 2016 from Feburary0 5 to 16, 2016.. The SAG would see participation of around 4500 athletes along with approximately 1500 Games officials from the 8 member-countries viz. Afghanistan, Bangladesh, Bhutan, India, Nepal, the Maldives, Pakistan and Sri Lanka. The will be hosted by Kathmandu, Nepal. The last edition of the SAG was held in , Bangladesh in 2010. From times immemorial, India’s North East has been the meeting point of many communities, faiths and cultures. A place renowned for its magical beauty and bewildering diversity, North East India is the home for more than 166 separate tribes speaking a wide range of languages. Some groups have migrated over the centuries from places as far as South ; they retain their cultural traditions and values but are beginning to adapt to contemporary lifestyles. Its jungles are dense, its rivers powerful and rain, and thunderstorms sweep across the hills, valleys and plains during the annual monsoons. The lushness of its landscape, the range of communities and geographical and ecological diversity makes the North East quite different from other parts of the subcontinent. Inwinters, mist carpets the valleys but swirls around the traveller in hills during summer rains, thus creating an enchanting and romantic atmosphere. The region has borders with Myanmar Bhutan and Bangladesh. The festivals and celebrations in the North- eastern states of India are a colourful reflection of the people and their lives. Throughout the year, different people celebrate festivals with lot of fanfare in different ways, most of them centering around their modes of living and livelihood. North East India comprises of seven states commonly known as the “Seven Sisters”. They are Arunachal Pradesh, Assam, Manipur, Meghalaya, Mizoram, Nagaland and Tripura. Each state is a traveller’s paradise, with picturesque hills and green meadows which shelters thousand of species of flora and fauna. In addition, the states provide scope for angling, boating, rafting, trekking and hiking. Besides, there are a number of wild life sanctuaries and national parks where rare animals, birds and plants which will surely provide fascinating insight to the visitors.

Assam Nestled beneath the Sub-Himalayan range of hills in the North and North East is the state of Assam in India. Assam is encircled by the Meghalaya, Mizoram, Manipur, Nagaland, Tripura, Arunachal Pradesh and . Assam - the enchanting Sangrila in the North East of India, is a mixing pot where culture, heritage, tradition, lifestyle, faith and belief of her Aryan & Non-Aryan, numerous tribes & sub-tribes, Mongoloids &Austraoids, drawn from various hives at different points of time have gone into form the Assamese culture and Tradition - a fascinating and exotic recipe of delightful flavour. The culture tour of Assam includes a trip of rich tapestry infused with multicoloured yarns of distinguished heritage of all the races that populate her. From time immemorial, the people of Assam have traditionally been craftsmen. The magic of art of Assamese craftsmen is a common passion inspiring the deep senses with its’ age old traditions and sophistication. Though, Assam is renown for its exquisite silks, bamboo and cane products, several other crafts are also made here. The colourful Assamese Japi (headgear), terracotta of Gauripur and various decorative items bear witness to the craftsmanship of this land. Assam Handloom is indeed noteworthy offering a mosaic of colours and contours with pleasing motifs and designs. The Eri, Muga (Assamese silk dresses) and typical tribal attires are a treat to the

6 eyes of the beholder. Meghalaya The name means “the abode of clouds” in Sanskrit. The capital is Shillong, known as the “Scotland of the East”. Meghalaya was previously a part of Assam, but on 21 January 1972, the districts of Khasi, Garo and Jaintia hills became the new state of Meghalaya. English is the official language of Meghalaya. The other principal languages spoken include Khasi, Pnar and Garo. Unlike many Indian states, Meghalaya has historically followed a matrilineal system where the lineage and inheritance are traced through women; the youngest daughter inherits all wealth and she also takes care of her parents. The town of Cherrapunji in the Khasi Hills south of capital Shillong holds the world record for most rain in a calendar month, while the village of Mawsynram, near Cherrapunji, holds the record for the most rainfall in a year. Legacy The Games can be considered as a chance to showcase their tradition and so that the world and people around the world can understand and learn the north eastern tradition, culture and people.OC-SAG 2016 through 12th South Asian Games endeavors to promote unity among the countries, the culture and heritage of India and in particular, North-East India. Project India as a Global Sporting destination and leave behind a lasting legacy. Around 8 countries will participate at Guwahati (Capital of Assam) &Shillong (Capital of Meghalaya) , the host state for the 12th South Asian Games incorporates the theme of ‘Unity and Pride.’ Guwahati &Shillong springs with pride in playing host to this prestigious event and exemplifies the need to celebrate diversity through the medium of sports. ORGANISING COMMITTEE SOUTH ASIAN GAMES 2106 Organising committee of the 12th South Asian games is headed by the • Minister of State (Independent Charge) for Youth Affairs & Sports, Government of India Chairperson - Hon. Minister Shri Sarbananda Sonowal • President, Indian Olympic Association Co-Chairperson – Hon. Mr. N.Ramachandran • Minister in charge of Sports, Government of Assam Co-Chairperson – Mr. Ajeet Singh • Minister in charge of Sports, Government of Meghalaya Co-Chairperson – Mr Zenith M Sangma

7 3. VISION AND MISSION Vision The Organizing Committee - 12th South Asian Games (OC-SAG) has stated its vision to be the best South Asian Games to date with impeccable standards of services to be provided to athletes, officials and the general public

In delivering the best ever South Asian Games OC-SAG will: • Build state-of-the-art sporting and city infrastructure for the facilitation of the Games. • Create suitable environment and opportunities for the involvement of the citizens in the Games. • Showcase the culture and heritage of India and in particular, North-East India. • Project India as a Global Sporting destination and leave behind a lasting legacy. Mission • Promote multi-sport event ideals among its member countries and regions • Enhance cooperation between member countries and regions based on the principles of fairness, mutual respect and conservation of interests • Encourage member countries and regions to collaborate and communicate with each other in compliance with their own objectives and common interests • Provide assistance and training to potential athletes • Developing skills of local citizens through different rganizational sections of OC-SAG 2016 4. EVENTS AND VENUES Sl. No. Sport Venue in Guwahati Ceremonies Indira Gandhi Athletics Stadium, Guwahati 1 Athletics Indira Gandhi Athletics Stadium, Guwahati 2 SAI-SAG Indoor Stadium, Shillong 3 Nabin Ch. Bordoloi Indoor Stadium, Sarusajai 4 Cycling NH37 Bypass 5 Football(M) Jawaharlal Nehru Stadium, Ulubari/ Indira Gandhi Stadium 6 LNIPE, Tepesia, Sonapur 7 Hockey Moullana MD. Tayabullah Hockey Stadium, Guwahati 8 DTRP Indoor Stadium, R.G. Baruah Sports Complex, Ulubari 9 Kho-Kho LNIPE Indoor Stadium, Tepesia, Sonapur 10 Shooting Shooting Range, Kahilipara, Guwahati 11 R. G. Baruah Sports Complex, Guwahati 12 Swimming Dr.ZakirHussain Aquatic Complex, Sarusajai 13 All Assam Tennis Association, Chachal, VIP Road 14 Dr.ZakirHussain Aquatic Complex, Sarusajai 15 Volleyball Nabin Ch. Bordoloi Indoor Stadium, Sarusajai 16 Weightlifting BhogeshwariPhukanani Indoor Stadium, Dispur 17 DTRP Indoor Stadium, R.G. Baruah Sports Complex, Ulubari

8 Sl. No. Sport Venue in Shillong 1 JLN Sports Complex Polo Ground, Shillong 2 Boxing SAI-SAG Indoor Stadium, Shillong 3 Football(W) JNS Sports Complex, Football Stadium 4 JLN Sports Complex, Indoor Hall, Shillong 5 JLN Sports Complex, Indoor Hall, Shillong 6 NEIGHRIHMS Indoor Stadium, Shillong 7 JLN Sports Complex, Indoor Hall, Shillong FUNCTIONAL AREAS 1. ACCREDITATION – Accreditation is the process of registering, producing, distributing and validating the 12th South Asian Games Accreditation Card that permits the holder access rights and other privileges to the game venue and areas. The main function of the Accreditation Functional Area is to implement appropriate accreditation policies and procedures. Also to deliver accreditation cards to eligible and authorized individuals that identify and visually display the specific access rights to the card holder. Volunteers are to assist the Accreditation FA in the following areas: • Printing of Accreditation Cards under supervision of an Accreditation staff • Distribution of Accreditation Cards • Data entry • Help in smooth functioning of the Access zones • Providing assistance to Accreditation staff in case of emergencies • Guiding personnel in locating Accreditation desks/offices • Volunteers will assist the Accreditation FA for setting up of access control boards, which describes the access privileges for any particular venue or internal zone within a venue. The access privileges on the boards will be prepared by ACR program (they will be procured by Communication FA).

2. ADMINISTRATION– The work Administration Functional Area is in two major areas one is related to office administration / workforce and other is regarding logistics. • To recruit and select the paid staff for the games. • To provide administrative support services (transport, workforce, IT , Office space , FF&E). • To arrange air travel for the participating officials as per the approved policy. To manage stores at the Venue LOGISTICS – • To provide unskilled laborers, trucks & Material Handling Equipment (MHE) to different Functional Areas. • To coordinate with security FA for Deliveries at the Venues. • To ensure optimum usage of the Logistic resources. Objective of the Training: • To make understand Volunteers about the functional area of the Office Administration • To equip Volunteers with the skills, attitude and knowledge about Do’s and Don’ts • To ensure proper use of Logistics resources • To maintain high morale

9 • To motivate them to work with Zeal • To maintain courteous behavior What we expect from Volunteers • Belongingness to the Organization • Efficient and Effective Performance • Stick to time line • Maintain High Morale • Proper ethical behavior

3. CEREMONIES – • To coneptualize and execute the Opening & closing ceremonies for the Games. • To promote the spirit of the games through a variety of cultural programme and to create a warm atmosphere for display and exchange of rich Indian culture for athletes and spectators. • To receive each contingent with placards at Indira Gandhi Athletic Stadium(IGAS) during the Opening & Closing Ceremonies and guide them to their designated seats at the Holding/Lineup Area.Manage and coordinate the Athlete’s parade during the Opening/Closing Ceremonies. . • To escort Marching Athletes and Team Officials from the IGAS Holding/Lineup Area through specified routes/entry/exit points to the FOP for parades and back. • To escort Non-Marching Athletes and Team Officials from the IGAS Holding/Lineup Area through specified routes/entry/exit points to the designated seats at the Gallery and back • Volunteers are to be present around the Athletes and Team Officials’ seating area at pre-identified locations for necessary assistance. • To guide every contingent to the specified buses at the bus parking zone for exit after the Ceremonies. • To be available at the IGAS Rehearsal Ground during the period of rehearsals for the Opening & Closing Ceremonies • To escort Performers/Artistes from the Holding/Lineup Area through specific routes/entry/exit points to the FOP and back during the Opening & Closing Ceremonies

4. COMMUNICATION– To develop the effective publicity and communication , Image and look programme for the Games and create a high level of awarenessa bout the sports programmes. The communication functional area for the 12th SAG has been entrusted with the task of providing the design and look of the games, city and venue branding, media and broadcast services of the games. The nature of work under this FA is to be carried out at 4 levels: Level 1- Mass media communication like national newspapers, TV, Radio etc Level 2- Ground activities like city and venue branding etc. Level 3- Design, publication and ground events/various promotional events involving the local public. Level 4: Managing media and press relations. Handling information flow between: a. OC-SAG and the public b. OCSAG and the press Sports competitions results desks to the media centre Volunteer may be expected to perform anyone of the following work: Category 1 work- Assistance in Media Management • Ensuring an easy entry of media to the stadia, to the media centre or to the designated seating arrangement in the venue for the media

10 • Liaising with security personnel/guard etc if there are some issues regarding media movement inside and outside venue • Ensuring that photographers remain in the given locations designated to them and not move out, especially in the FOP area • To trouble shoot issues concerning technical, logistics or information flow at the games venues as far as the media operations is concerned • To ensure that at all times food/snacks etc, earmarked for the media/authorised person remains there at all times, and to seek constant replenishment • To be available in the mixed zones and the press centres to ensure media interactions with sports person/ other officials ,whenever required • To maintain record of daily press clippings in the press • To assist in the dissemination of news in the social media platforms • To file a news story if needed • To ensure that all the technical and physical facilities which have been put in the venues are fully functional at all times and inform appropriate maintenance personnel in case of a breakdown • To escort the athlete/ official from various location of press interaction as and when required. • To manage the games information centres wherever they are put up, at all times • To ensure delivery of food to Prasar Bharti and other media personnel working for the games at the venues • To ensure and manage the movement of transport/fleet of vehicles for the media/Prasar Bharti • To assist the journalists especially those from outside the cities and international media, in all possible ways about finding way and means to get to the city, their movements inside the city or any other assistance as and when required by these guest journalists. • Assist in the accreditation process of the media and maintaining register/token system at all the media centre for entry and exit of the media • To assist in the press releases, to ensure that electronic media channels follow the norms of news access routes and are not doing video shooting inside the venues and doing coverage of the games. • To come atleast an hour before the start of each event and to check if all the systems concerning the media centre and arrangement for the journalists are in place • To ensure that the seats reserved for the journalists are not occupied by someone else • To ensure media facilitation and welcome at the airport, in hotel, picking up and dropping etc. Category 2: Assistance in Venue and City Branding To assist the agency engaged in the task of venue and city branding in all possible ways. Besides other things ,this may include the following • Ensuring that no damage is done to all the venue branding materials installed inside and outside the venues. • To monitor on a daily basis if all the material is in place • To keep a record of all the material installed inside and outside the venue and ensures that once the games are over, the same is taken out by the agency on record and is not stolen or pilferaged. Volunteers would need to work in close contact with venue managers in this regard. Category 3: Ground Promotions Volunteers would be expected to assist the Communications FA by assisting in the ground promotions in the following various ways: • Visiting the various cultural or other events happening in the city along with the games mascot or individually and help create public excitement and buzz around the games • Distribution of pamphlets, stickers and mounting of posters wherever required

11 • Volunteering for any other ground promotion activity as needed by the Communications FA • Last but not the least, the volunteer activity would not come to an end at the time of closing ceremony but would continue till: a. All venue and city overlays are withdrawn by the agency and is under the supervision of the designated officials after the completion of the games b. Till last media person leaves the city

5. COORDINATION – • To coordinate and liaison between government agencies and the organizing committee. • To coordinate with National Olympic Committees. • To finalize FAs Operations plans , Games Master schedule and to prepare monthly reports , to organize games Planning workshops for training of Functional Area personnel , to define time lines and to ensure compliance with the clauses . A. Airport Volunteers : • He/ She will be responsible for update on arrival / departures of the guests / team arriving for the South Asian Games 2016. • He has to coordinate with Transport FA for travel of the Guests / Team to their respective hotels. • Should have complete information and update on the transport vehicles present at the airport premises. • Assist the Liasioning Officer (LO) in warm welcome of the Guests / Team. • Assist the athletes / team officials in completing the necessary formalities. • To ensure VIP’s are accommodated in the VIP Lounge at the arrival / departure area within the airport premises.

• Coordinate with the airport staff in case of any crisis / emergency.

B. Liasioning Officers ( LO) : • A Liasioning officer is like a link between the Games and the participating Guests / Teams. • He/ she liases with all the Functional Heads present in the SAG 2016 regarding any concerns and information. • His/ her role includes welcoming the Guests / Teams from the airport, arranging for their travel within the city (Guwahati/ Shillong) , assisting them during meeting / events , coordinating with the respective departments for their requirement . • He/ she has to have complete information of the Games, the schedule of the games, updates on the results of the games and all other basic information on the games . • As per the SAG 2016 guidelines, a LO will be designated to a specific person and he/ she needs to assist them in all possible ways. • He/ she should be a multi tasker who will be able to handle multiple needs of the Guests / Teams.

C. NOC Assistant : • An NOC (National Olympic Committee) is a person who is assisting the team officials of the participating nations during the Games . • He / She will act as a mediator between the team officials and the Games process.

12 • Daily coordinating on the schedule, travel plans and other programmes during their stay. • They need to help in undertaking their basic admin needs like printing , drafting a note etc . • Update on the games with respect to their teams and competitors should be available every time.

D. VIP Lounge volunteers : • The volunteer needs to be at the VIP lounge within the premises of the venue from morning till evening in rotational shifts. • He/ she needs to be hospitable to attend to Guests (VIP) requirements . • He/ she needs to coordinate with Catering in the venue for availability of refreshments for VIP guests. • Utmost importance should be given to the maintenance of the VIP Lounge . • He / she has to make sure the Guests receive special treatment and ensure they are comfortable .

6. MEDICAL & DOPE– • To create an effective and high quality Health Care Programme for athletes and the games officials.

• To plan and implement anti-doping control framework in compliance with Medical Commission Directives.

A volunteer working in the gathering should have some knowledge of FIRST AID. In case of accidents or sudden illness such knowledge can preserve life, promote recovery and prevent further damage.

Scope of FIRST AID

1. Diagnosis – To determine the nature of the case for treatment .

2. Treatment – The most suited care that can be given until medical aid is available .

3. Disposal – To shift the casualty either to home / accommodation .

7. SPORTS – To provide centralized planning for all the sports in the areas of sports entries , sports results , scoring and timing ,preparation of competition schedule and organize the sports events. Preparation of Sports Handbooks and Technical Manuals. To coordinate with venue Development FA and for readiness of the Field of Play.

The volunteers are required for the following areas other than the Sport Specific Volunteer. The primary function of the Sport Information Desk in the South Asian Games Village is to make it easier forCompetition Management to communicate with coaches and team officials who are staying in the respective hotels.

8. TRANSPORT– To provide efficient, punctual and safe transport services to athletes and team officials, technical officials, Games staff, and volunteers.

To coordinate with the Transport Department of the state for providing adequate transport arrangements and network to and from the venues to facilitate movement of ticketed spectators. Scope of Operations Airport Arrivals and Departures • Games Family Transport System • Athletes Transportation

13 • Technical Officials Transport System • Media Transport System • VAPPS What will you be doing… • Coordinating with other teams of OC like Protocol, Accommodation , Sport etc • Coordinating with the drivers, conductors and Supervisors • Monitoring the vehicle movements as per the schedule • Liasioning with the officers • Tracking the vehicle movements • Preparing of reports and MIS • Parking Management • Load Zone Management • Communications • Transport Desk Supervision

• Liasioning with the Security What we expect from you • Energy and Enthusiasm • Go Get Attitude • Patience and Calmness • Calculative Decision Making Ability • Travelling as a hobby • Extrovert

9. TECHNOLOGY– To provide the seamless, robust and tested technology platform for staging and conduct of the games.

website , TSR , GMS , score board , Video Brands , etc. Training Objectives • Introduce the technology operations team and the organization chart showing where the Technology Workforce fits in with overall venue team • Provide job specific training for all technology operations team positions • Provide a basic understanding of how OC-SAG2016 games technology operates

Major tasks of the Technology department will include the provision of the following services and infrastructure: • Office technology to support the OC-SAG2016 organization throughout the planning and execution phases of the Games; • Timing, scoring and results equipment and services to support the sporting competition; • Results, information and event management systems and services to support the sporting competition and the requirements of various end users, in particular the sporting relating bodies, broadcasters and media. Also includes the distribution of information to particular applications such as the Website, Games Family Information Service, press agency feeds and other information services;

14 • Establishment of a Games Data Network, providing a seamless and resilient data network across competition and non-competition venues; • Venue Local Area Networks which will support and operate technology devices within avenue, including cabling, servers and technology equipment rooms. Each venue LAN will also connect to the Games Network; • A variety of Games Management Systems and associated equipment and services to support various functional areas of OC-SAG2016, such as Accreditation Pass Operating System (APOS); • Sophisticated, but easy to use, information services for media, broadcasters, athletes, officials and the public, typically to be provided through the Games Family Information Service and official Website. • Telephony services and equipment, including PSTN connection, data communications, personal handheld radios; • Establishment of a range of technology services and infrastructure at Venues, such as cabling or wireless infrastructure, televisions, video boards, score boards including the support of such technology services during the Games; • Provision of live FOP feed locally within the venue; • Information management services, including athlete biographies, historical results and general information to support the results, internet; • Development of policies and procedures that will be required to support the Technology solutions provided for the Games; and • Integration services to provide seamless transition between the different systems that are expected to be used by South Asian Games 2016. This does not mean that all systems will be integrated, but rather where there is a distinct operational benefit.

10. VENUE DEVELOPMENT AND OPERATIONS– To execute, coordinate and fulfil all venue related tasks. Arranging venue with the facilities of the highest international sports standards and to look after the needs of the various stake holders witnessing the events at the games. Responsible for the safe and efficient operations at the venue. • Supports the functional areas and agencies by providing facilities or taking decisions to assist them to deliver their pre agreed levels of service. • Provides the necessary direction, leadership, coordination and support for each functional area in the venue team through open and consistent communication. Venue Development & Operations Assistants would be responsible for the following functions at competition venues: • Supporting Venue Operations Manager for BOH and FOH operations. • Support Venue Manager in Venue Operation Center (VOC) management • Support in monitoring of overall delivery of Catering services • Support in monitoring of overall delivery of Cleaning & Waste disposal services at the venues. • Capture and facilitate the resolution of venue specific issues during events. • Escalate major cross- program area issues that require central resolution. • Provide information on schedules and results of all games and sports. • Providing information regarding entries and exits, specifically covering the emergency exits • General direction and information of venue. • Information about medical aid and emergency help. • Informing spectators & other client groups about location of lost & found.

15 • Ticket validation, marshaling, information, ushering & response services to spectators • Evacuation support to security during various contingencies. • A workforce that can dutifully serve as the ‘face of the Games’, being enthusiastic, helpful, well-trained and motivated.

11. VOLUNTEERS – • To provide trained volunteers for the games to fill general role and role specific for the games. • To recruit and select the volunteers a, provide training and assign the specific role to the volunteers • To falicitate successful volunteers at the end of games • Supervisors & Volunteer Managers • To attach volunteers to different Fas • To diploy them at different venues • Keep record of their duties and attandance • To coordinate with all other FAs and workforce for volunteer services

12. ACCOMODATION – To identify , short-list and appoint a Games Family hotel and other accomodation hotels . To book rooms for athletes and Games Officials. To manage complete room inventory. To handle hotel arrival & departure. • All check in/check-out procedures for the Guests • Singular point of contact for all the Guests and Hotel Management. • Overall coordination with concerned FAs present in the Hotel at the Front and back office • Liaising with the hotel management and OC SAG for smooth daily operations • Daily Report to be prepared, compiling and detailing the day’s activities for all FAs at the Hotel and sent to the Headquarters What We Expect from ‘You’ • Punctual on duty and politeness expected • You are a volunteer staff member and we depend on you to complete your scheduled shifts. In the event of an unscheduled absence: illness or emergency, please inform the FA Manager at the earliest possible • Maintain the dress code, etiquettes defined while on duty • Grievances (if any) at work should be communicated to the respective FA Manager Maintain confidentiality of the guest detail. Be courteous, friendly and cooperative 13. MARKETING – • To generate revenue through sponsorship, merchandising and licensing. • To develop an attractive sponsorship marketing plan so as to invite private and public sector industries in sponsoring the event. • To facilitate the TV rights sales to generate maximum possible revenue. • To provide support for Broadcasting directives.

14. SECURITY– To provide a cohesive and robust framework for the games security with effective security services to all Games participants. To provide security cover to all stakeholders in and around competition and non-competition venues.

16 15. PROCUREMENT– To formulate comprehensive plan and the policy for procurement of goods and services for the games. Procuring of goods and services as per the defined time lines , locations and quantities.

5. VOLUNTEERS Concept of volunteering What does it mean to be a volunteer? Simply put, it means to offer a service without obligation. It means giving of your own time and effort, which cannot be replaced. It is being selfless and thinking about others and how you can help them without thinking of your own personal gain. In India, where help is welcome in every city and every state, we find a prevailing rise of ordinary people putting in extraordinary efforts into the betterment of society. Our schools and colleges through various programs (like NSS) try to instil the spirit of giving. Read the local papers and you will find stories of small community groups doing their bit to better society, proving that volunteering has become infectious today more than ever. As part of the Volunteer team you will be sending a message to the nation and to the world, that Indians from all walks of life can unite and join together in reaching a common goal. You will be a light in offering clarity about the true spirit of Guwahati &Shillong, North Eastern India. United as a team, you will prove that you are worthy of being given this exclusive opportunity and that your hard work as a team will be the success of the Games. You get as much as you give (Personal rewards of volunteering) Believe it or not, volunteering can be the most rich, rewarding experiences of your life. The fact of the matter is that as a volunteer, you will:- Develop skills/discover your own hidden talents • Learn team work • Make new friends • Experience the pleasure of giving • Receive recognition • Express patriotism for one’s community and nation Participate in an exciting, powerful and well recognized event • Watch sporting events See the top athletes right in front of your eyes. • Increase your self-confidence • Build your resume and impress your employer and most of all, • Make a difference

Benefits of becoming a volunteer In addition to the benefits listed above, you will also receive your uniform, shift- related recognition items, fund and meals. The OC-SAG, 2016 will acknowledge the efforts of all volunteers with appreciation certificates at the end of the Games by conducting a Volunteer Recognition Program.

Finally, you will be a very important part of the legacy of the Games: a pool of trained and experienced volunteers that will benefit the city and nation.

You will give a lot but you will receive much more. Some of the benefits the volunteers will enjoy include:

17 • Exclusive uniform items designed for volunteer identification during the Games, to be kept as souvenirs thereafter

• Customized Accreditation Cards for volunteer identification, and access to volunteer assignment area(s)

• Volunteer hospitality (food, beverages) provided for volunteers while on duty

• Recognition throughout the community in a variety of media forums

• The excitement of participating in the largest multi-sport event held in Guwahati and Shillong

• Working with your friends and devoted members of your team

• New friendships which could well last past the Games

• Truly unique and once in a lifetime experience

• Certificate of appreciation

• Chances to win exciting prizes

• Indemnity fund as decided by OC-SAG

• Other additional benefits as may be developed by OC-SAG 2016 OC-SAG, 2016 will not only be a large-scale sporting event, it is alsoa cultural exchange that will be witnessed and prevail in Guwahati &Shillong for India and the world to see.

The OC-SAG, 2016 will deploy 2,000 volunteers in a various roles to ensure the staging of a successful event. This volunteer movement will be witnessed by proud Indians and citizens of the world as we welcome the delegates to our prestigious State.

Together we can ensure that the Games are remembered not only as a great sporting event, but also a means for ensuring that many more volunteering opportunities are created in Guwahati, Shillong and India as a whole.

OC-SAG, 2016 will leave behind a strong and lasting legacy, not only in the form of sporting venues and infrastructure but also in the ways we develop the skills of volunteers. Your contribution to these Games is the beginning of this legacy. The volunteer Honour code You pledge to represent the behavior of the best volunteer by following the Volunteer Honour Code. As a 12th South Asian Games, 2016 Volunteer,

I will:

• Respectfully wear the Games uniform

• Treat my teammates and guests with kindness and respect.

• Ensure a safe and peaceful Games celebration

• Prepare mentally and physically to fulfil assignment, Perform with enthusiasm the duties which are assigned

• Act with integrity and bring honour to Guwahati, Shillong and whole of India. DO’S • Keep visitors informed about the various updates. • Be cheerful and friendly with visitors, volunteers and employees; • Present yourself well, in uniform; asa ambassador of the South Asian Games 2016

18 •Wear closed-toed, comfortable footwear; •Be punctual and diligent; •Explain absences; •Go around as part of a group; •Be duly informed about the role as a volunteer. DONT’S • Argue with Athletes, volunteers, coaches, spectators, Team Managers, Venue Managers; • Behave in an undisciplined way; • Be absent without explanation; • Consume alcoholic beverages or use drugs while on duty.

6. ACCREDITATION

What is accreditation? Accreditation is the process that allows the OC-SAG, 2016 to provide venue access to workforce members with a specific role to perform during the Games. Accreditation, by means of an accreditation card, identifies the individual and their job function. The accreditation card also indicates, through specific colours and codes, the venues and areas within venues the individual can access in order to perform their role. Everyone working at the Games will need an accreditation card in order to carry out their job in a venue. Anyone without an appropriate accreditation card will not be permitted to enter the Games venues. People requiring accreditation Anyone who has a defined role/function/job within a Games venue needs an accreditation card. The main constituent groups include 1. Athletes and technical officials 2. Media 3. Broadcasters 4. Workforce (volunteers, paid staff, contractors) Importance of accreditation Accreditation contributes to the creation of an efficient operating environment for the Games, by providing control over the number of people in any particular venue or area, and by restricting access to particular places to only those individuals whose role necessitates their being there. This means that • We can be confident that the Games facilities will not have to handle more people than the number for which were planned. • Eligible people should be able to get where they need to go, with without being inconvenienced, and, once there, not be impeded in their role by the presence of others who should not have access.

19 The accreditation card Everyone working at Guwahati &Shillong- OC-SAG, 2016 will be required to go through specific access control points to enter a Games venue. This is where the venue code is checked on the accreditation card. Once inside the venue, an individual may be required to go through various other access control points. This is where the colours and numbers are checked on the accreditation card. The Accreditation Card or Pass must be worn at all times at a Games venue .You will be denied entry if you do not have an accreditation card with you. Venues and zones A venue is a building or a defined location where an activity related to the Games takes place and requires some form of accreditation, for example, the Indira Gandhi Athletics Stadium, Guwahati. A zone is an area within a venue. Each zone will cater to different operational areas, for example, the Field Of Play {fop} and venue media center. Access Privileges Access Privileges will be discussed in detail in your Venue Training Non Transferability of the accreditation card Accreditation card is a venue access permit, for the card holder only. it should not exchanged with any other volunteer or given to anybody else for security reasons , the picture shown on the accreditation card is the guarantee of the identity of the card bearer.

7. WORKFORCE POLICIES Organizing Committee South Asian Games 2016, expecting around 2000 volunteers for the 12th South Asian Games. Appropriate Roles for Volunteers and its Policy: This Policy seeks to manage the risk of involving volunteers in a manner that is neither unsafe or inappropriate to the skills, capabilities, knowledge, interest and/or motivation of a volunteer. The policy seeks to protect the rights of our Volunteers and to maximize their commitment, retention and performance. It also serves to protect OC-SAG, Guwahati 2016.The organization committee of 12th South Asian Games, 2016 from unreasonable exposure to legislative claims and grievances. Experiences from other events and Volunteer bodies show that in general, the volunteers do not want to be held accountable for financial matters where enforcement is inherent in the role.

1.Volunteers being absent from work: It is the responsibility of each volunteer to call and inform the immediate supervisor authority about the reasons for being absence from work. In case of volunteers failing to report in time or fails to communicate their immediate superior reasons of their absence from the assigned work for two or more consecutive days, it may result in their engagement being terminated from OC 12th South Asian Games 2016 , Guwahati and Consequently, the access to the venue will be restricted and accreditation card revoked. 2.Entry& Check in Policy for Volunteers: OC SAG, 2016 Volunteers will be required to enter the venue via the Volunteers check-in Area to be checked in prior to commencement of their shift. To maintain the operational integrity of the venue and efficiently

20 maintain the centralized record of attendance to ensure appreciation is fair and equitable. This policy helps in maintaining a record of those who may be in the Venue and in case of evacuation or emergency, evaluation of service levels, priorities and deal with redeployments efficiently. Also a plan for an informal check-out process is required between the volunteers Department and their respective FA to maintain the control of staff numbers at the venue. 3.Exit & check out policy for volunteers: It will be the responsibility of the Manager/Supervisor to record the name and time each of the volunteers check out, and for recording any exceptions authorized. FA Managers are also responsible for ensuring that their volunteers leave the venue safely, efficiently and in accordance with this policy. Once the individual has checked out they have an obligation to leave the venue by the most efficient and a safe pathway available to them. Unless organized and authorized by a member of the Venue Management team, no individual may return to the volunteers Break Area or remain within the venue after their shift. Once the Volunteers have completed their check out responsibilities they may exit through any public gate unless otherwise specified by the Venue Manager/Volunteer Manager. Sub specific policies 1. Accreditation policy- asper the rules, all the volunteers of OC SAG will require accreditation cards to enter the venues to perform their duties. Volunteers FA will rely on Accreditation FA for preparing and distribution of their accreditation cards. Volunteers FA will facilitate the data collection for supplying the accreditation details to the Accreditation FA. 2 Security check policy:-The volunteers participating in SAG 2016 will require accreditation cards for entry into the venues which will require security checks by the local police officials. Volunteers FA will require support from Security FA for coordination with the local police for sharing of information between OC SAG and Police. Volunteer FA will have the formalities done at the volunteer’s level however at the police level, security FA will coordinate. 3. Volunteer meal policy:-- Volunteers FA has a dependency on Catering for providing the meals to the volunteers working in different functional areas during Games Time. These volunteers will be working in different venues. The number of volunteers working in every venue will be informed by all the respective functional areas to the catering FA for the meals. Every volunteer will be entitled for one meal per day i.e.; either lunch or dinner as per his/her shift. 4.Volunteer transport policy:-- Volunteers will be given their job responsibilities in different competition and non competition venues during Games time and they will require to travel from different part of the city. Volunteers FA will depend on Transport FA to provide medium of transportation for carrying volunteers to their duties and back from their duties. The medium of transport and the schedule of the transport requires to be shared with Volunteers FA for communicating it to the volunteers.

8. DISCIPLINE OF VOLUNTEERS The practice of training people to obey rules or a code of behaviour, can be referred to as behaviour. Examples of misconduct which may lead to formal disciplinary action being taken are as follows:- • Refusal to comply with reasonable requests from the immediate supervisor • Prolonged absence from a role where specified duties and/or attendance is required • Incapacity to perform the duties of the post effectively due to drunkenness or unauthorized drug-taking • Harassment of OC-SAG 2016 workforce, volunteers, members, visitors, or any of the guests.

21 • Breach of OC-SAG 2016 regulations, rules or conditions including those relating to Health and Safety • Prolonged bad attitude • Serious misrepresentation or negative representation of the OC-SAG 2016 • Unsatisfactory performance of the duties of the role

FORMAL PROCEDURES If the informal discussions have not improved the volunteer’s conduct or performance within the given time- frame or if it emerges that there are allegations of a serious nature, the immediate supervisor (and/or the next level of seniority if appropriate) should arrange a formal meeting with the volunteer. • The volunteer should be informed of the date and time of the meeting in writing and given every opportunity to attend. This should include a statement setting out in writing the volunteer’s alleged conduct, characteristics, or other circumstances which have led to action being contemplated. The volunteer should be given the opportunity to bring a friend or colleague and a reasonable opportunity to consider their response to the information given to them. The meeting should be taken by immediate line-manager, or/ and the next level of seniority, as may be appropriate, with at least one other person besides the volunteer present to take notes. The volunteer should be given an opportunity to fully explain his/her side of the story in response to the allegation. • GRIEVANCE REDRESSAL OF VOLUNTEERS A volunteer with a grievance should first write to their immediate line-manager, or to the next level of seniority if this is not appropriate, explaining their concerns and send a copy to the OC-SAG. The volunteers should be invited to attend a meeting to fully discuss the grievance ,once both parties have had a reasonable amount of time to consider the matter in hand, The volunteer must take all reasonable steps to attend the meeting and may be accompanied to the meeting. Following the meeting the volunteer must be informed in writing of – a. Any decisions taken relating to their response to their grievance b. Their right to appeal c. A named person, to whom the appeal should be addressed to,if they are not satisfied with the response they have received. d. If the volunteer is not satisfied with the result, they may appeal stating the grounds for appeal to the named person who will organize a further hearing e. Decisions taken as a result of a grievance appeal hearing are final, however, if a volunteer is concerned about criminal activities, a failure to meet legal obligations, financial fraud, miscarriages of justice, health and safety infringements, environmental damage or cover-ups should contact the C E O under the Whistle-blowing Procedure.

9. BEHAVIOUR OF VOLUNTEERS Behavior of a volunteer is suggested to be based on Olympic Values. When you are performing as a volunteer of these prestigious Games, you become the Brand Ambassador of the Games,Following are the important areas to keep in mind while wearing the uniform of the volunteer- RESPECT FOR OTHERS • Respect the rights and dignity of athlete’s coaches, other volunteers, friends and spectators at South Asian Games 2016 training and events. • Treat everybody equally regardless of sex, ethnic origin, religion or ability

22 • Be a positive role model for the fellow volunteers, citizens and people all around the world. Ensure a Positive Experience • Ensure that the time spent with athletes is a positive experience. • Ensure that volunteers compete in events that challenge their potential and are appropriate to their ability, which indeed would be a great learning experience • Be fair, considerate and honest with athletes, coaches, fellow volunteers, officials, administrators, parents, spectators and media and communicate with them using plain and clear language

Act professionally and take responsibility for actions • Demonstrate high standards through language, manner, punctuality, preparation and presentation • Display control, respect, dignity and professionalism to all involved in the sport (athletes, coaches, fellow volunteers, officials, administrators, parents, spectators and media) • Encourage other citizens and students to take up volunteering to demonstrate the same qualities • Abstain from drinking alcohol, smoking or taking illegal drugs while representing OC-SAG 2106 • Refrain from any form of personal abuse towards athletes and others, including verbal physical and emotional abuse. • Be alert to any form of abuse from other sources directed toward athletes in care.

10. LEADERSHIP Roles of Volunteers Many people think of volunteers as helpers stopping by in their spare time to answer phones, organize files, or to do so some non-technical and work of less importance. However, OCSAG 2016 relies heavily on volunteers to do the work which is covered under 16 Functional Areas. Volunteers will fill a key role in running of the 12th South Asian Games, which will cover handling day-to-day tasks, management of stadiums, spectators , venues, specific tasks , taking care of the dignitaries , spectators , athletes , & fellow volunteers. Without them, The 12th South Asian games 2016, Guwahati &Shillong cannot even exist. In fact, the Organizing committee will rely heavily on volunteers, which would be main workforce and strength of the organizing committee. A volunteer leader is a volunteer who: • Takes charge of a project by coordinating it and taking accountability for its successful completion. • Communicates the details of the project and serves as a resource for other volunteers. • Organises, leads and inspires a group of volunteers before, during and after the project. • May initiate new projects. • Represents your organisation to other volunteers and to the community. • Be vigilant , Be alert

ORIENTING & TRAINING VOLUNTEERS Whether you are facilitating classes for several volunteer leaders, developing online training or meeting with leaders one on one, your orientation and training should include these basic components: 1. Help volunteers better understandOC-SAG 2016 and the Functional area where they will be serving. To help volunteers to understand their value being the face of the OC-SAG 2016 and representative of North East India and Indian culture. Some areas to highlight during orientations may include:-

23 a. Mission: Overall purpose of the organization is to promote sports, culture in south Asian countries and create coordination and cohesion among south Asian countries / SAARC countries. To develop skills from different sections. b. Vision: Smooth functioning of Games Safe and fair Games, popularize culture of North East India & promote North East India. Give professional / Organizational exposure to local sports personnales. c. Values: The organization’s core priorities or beliefs—whyits mission and vision are important, Its important to understand the value of hospitality and being welcoming in North East India. 2. Highlight the basic ingredients of your civic engagementphilosophy. Here is one example: a. Starting points: We make it simple for people to getinvolved, make a difference and become effective volunteers. Our projects meet a variety of volunteer interests, skills and availabilities. b. Leadership Development: We equip volunteers to lead others, creating enormous capacity and unleashing powerful civic change. c. Meaningful experiences: We partner with local organizations to create service projects that are fun, well managed and produce tangible benefits in communities. d. Joining together: We inspire people to come together to address community needs, creating camaraderie and momentum for continued action

11. ENERGY ENTHUSIASM “Be open to the complaints, the negative feedback, the upset people. Show them you care, ask them to be involved in the process of making things better. Get ideas from them on what would make their experience perfect. Then get to work on making it happen. You’ll make yourself better, your team better, your product, good, or service better. And in the process, create loyal, committed, passionate volunteers who believe in your cause because they know you truly care about them, not just the time they give.”

12. PROBLEM SOLVING

CONFLICT RESOLUTION In spirit, these are our intentions, to be:

Involved,Inspired,Integrity,Invincible in action, These are our results, to be: Informed,Intelligent, Innovative, Interactive As we know, there can be a big difference between our intentions and our actual results. That is not the case here. As we are in spirit, so we are in action. Our spirit and our intentions are followed through and by our actions.

OVERCOMING OBSTACLES We face obstacles every day, but what makes the difference between giving up and overcoming? The most determining factor is your attitude. Whether you believe you can, or you believe you can’t, you are right! Your belief in your ability to be triumphant makes it true. You might face many obstacles during your Games experience. You may be working in a crowded, hot environment. You may be bored, hungry or thirsty. You may be working hard physically or trying to figure out a tough problem - To take a deep breath and smile • To believe there is a solution • To decide to find it • To use the resources available to you • To ask for help

24 • To be innovative and creative • To try a different approach • To try and solve the umpteenth problem with as much enthusiasm and vigour as the first problem • To make the best of the situation • To be happy anyway • To volunteer for problem solving before the guest contacts you

13. COMMUNICATION Be fair, considerate and honest with athletes, coaches, fellow volunteers, officials, administrators, parents, spectators and mediasand communicate with them using plain and clear language Communication Skills:Communication is the most important element of all human interactions and relationships. When communicating well, the results are understanding, cooperation and success. But when one communicates poorly, the results can range from uncomfortable to disastrous. Let’s learn how to communicate well. This will greatly increase your effectiveness and even more importantly, these communication skills will serve you well in every area of your life, from family relationships to job performance, to artistic pursuits.

Listening Often when we think about communication, we focus on how we are passing along information, how we speak and how we write. While this is important, listening well is actually the key to effective communication. If youare not receiving and understanding, there is no real exchange.

Listen Actively • Give the speaker your full attention • Face directly towards the speaker • Make eye contact, but do not create discomfort by staring • Watch the speaker’s body language for visual clues • Listen to the tone of voice to understand more completely • Allow the speaker enough time to explain his/her need • Do not make assumptions, listen carefully • Do not interrupt, allow them to finish speaking • Ask questions to clarify • Restate what you understand to be the need • Be patient and ask questions until you understand • If you are having difficulty understanding the speaker due to language or accent, ask them to speak more slowly and address one issue at a time • If you need help from an interpreter, ask for it • Listening actively and truly understanding the situation, your response will be far more effective. You also convey respect towards the speaker and this will ensure that the conversation will be more pleasant, and the outcome more satisfying for both parties

SPEAKING We all speak so much that we are often not conscious of the quality of our spoken communication. How often do we discover that we have been completely misunderstood? Are you really relaying correct information in

25 a way that is understood? Are you conveying your true intention so that the emotion behind your message is clear? To learn to speak effectively, it is important to listen to yourself, Speak clearly. • Directly face your listener • Make eye contact • Pay attention to your listener’s face and body language to read his/her response • Listen to the tone of your own voice • Speak at a comfortable volume, easily audible by your listener • Pronounce your words clearly • Slow down the pace when explaining something complicated • Give information in steps and check for understanding • Use simple terms and concrete examples • Avoid local jargon, slang and obscure references • Use visual references such as a map or landmarks • Always check for understanding by asking questions • Be patient and repeat information if necessary • Always maintain a pleasant tone of voice • Listen to yourself

14. MOTIVATION Motivation matters – how? Motivations can impact their learning The reasons people choose to volunteer are yet another illustration of the diversity of volunteering. Personal values and the motivation to volunteer can vary widely. Some people volunteer to learn new skills and meet people, others because they want to share their skills. Some volunteers have an interest in a particular social cause, others have an interest in their local community. While the knowledge and skill required of a volunteer is the same as would be required of a paid worker performing the same task, volunteers will have different needs, will find different things rewarding, will have varying expectations of their volunteering experience and will value training differently. These factors, together with their different motivations for volunteering, may influence whether a volunteer takes up training and how motivated they are to achieve learning outcomes. In your role as a trainer you will be acutely aware of the value of volunteering to the community and in particular, the contribution your volunteer-involving organization makes to the community. But your trainees may not be as aware as you, and it may add to their training motivation to more fully recognize what they contribute. Accordingly, drawing upon a volunteer’s current knowledge and skill and presenting your training in the context of how it can enhance the unique contribution each volunteer makes to their community, may add to the incentive to undertake training. For some volunteers, their ongoing motivation arises from being able to do something that they find personally rewarding. Many people volunteer because they wish to make a contribution to the community and create social change. For example, a volunteer visiting older people in their own homes is probably primarily motivated by the human and caring aspect of being company and keeping an eye out for older people, than by a desire to reduce publicly funded aged-care facility costs. Beyond broad social and economic outcomes, a volunteer may be even more motivated by the chance to make a contribution in their own special way. In other words, the volunteer is primarily motivated by being able to do something that they value, and that will be of value to others. If this is true, it follows that the contribution which

26 you make as a trainer to a volunteer being competent and confident in carrying out their duties – as they value them – is a significant factor in the volunteer’s ongoing commitment to volunteering

15. EMERGENCY NUMBERS Key people Within each venue structure, there are various managers assigned to lead during response to incidents: Venue Managers issues concerning their designated areas and interacting other Functional areas 1. Site Manager (maintenance issues) 2. Venue Sports Manager (technical or sports equipment issues ) 3. Competition Manager ( issues concerning athletes, technical officials, FOP) 4. Venue Security Manager ( all issues directly/indirectly impacting security and safety of people/material/ infrastructure ) 5. Venue Workforce Manager ( issues related to workforce members on the venue) 6. Ambulance number assigned for the OC-SAG 2016 – 7. Medical Team for OC-SAG 2016 8. Volunteer Team OC-SAG 2016

16. DISASTER MANAGEMENT BOMB THREATS In the event of you receiving information regarding the existence of an explosive device or suspicious package: · Contact Spectator Services, Security or your supervisor immediately while not arousing the suspicion of anyone in the immediate area · Act in a calm and professional manner. Spectator Services or the Venue Manager will then notify the appropriate members of the venue team who will inform all necessary parties of the situation · Attempt to secure all possible information concerning the threat. Take note of the person reporting the call or making the threat, recording their exact words, tone of voice, age, and gender

Evacuation If the need arises that an area within a venue or an entire venue must be evacuated, you may be asked to assist the Spectator Services team in directing all individuals to the nearest and safest exit by use of stairwells or ramps only. In evacuation situations • Avoid utilizing lifts • Do not allow anyone other than emergency personnel to enter restricted areas • Follow the evacuation route to the designated assembly area • Spectator Services and/or Security will be dispatched to the accessible seating sections of the facility to assist guests with disabilities

Fire or disaster In the event of a fire or other disaster, remain calm and deal only with immediate situation until given further instruction by Spectator Services, your supervisor, or emergency personnel. Every venue has developed an emergency response plan, and in your Venue Training you will receive specific information on how you and your team mates should respond during a fire or other type of disaster. In general however always keep your safety in highest regard and follow the guidelines listed below to the best of your ability:

27 • If you observe a fire or other disaster in progress, notify your supervisor and the Security team immediately. Remember that at the major venues of the Games, fire fighters and other emergency responders will be on- site and you may be able to contact them first, resulting in a quicker response • Evacuate anyone who may be in immediate danger and attempt to secure that area • If you are able to without placing yourself at any risk, and only after you have notified the emergency responders, you may attempt to fight or control the fire prior to the arrival of the emergency responders, but only do so if there is appropriate firefighting equipment (fire extinguishers, hoses, etc.) available. • Do not improvise with non-appropriate equipment as it may cause greater injury to yourself or others • Do not initiate any false statements or hearsay regarding the nature of the incident · Remain calm. Others will react to the image that is being presented to them, so, your professional and calm conduct with help diffuse the potential for panic • Follow the directions given to you by your supervisor or emergency responders regarding further instructions or evacuation

Fire safety measures: Awareness about the building evacuation plan - Directions to Safety Exit and Fire Escape should be properly marked on each floor. Ensure you have at least two primary routes and a third alternate route in case you cannot exit through either primary route. Never block or lock the route which will trap you in case of emergency. Be sure your building manager posts evacuation plans in high traffic areas, such as lobbies. Call the fire rescue department and ambulance • Do not assume anyone else has already called the fire department. Have Emergency Contacts posted next to the Phone and keep these contacts saved in your cell phone. Do not use the lift • During a fire in your building or apartment, leave the premises by the nearest available exit and close all doors and windows behind you. Never use a lift for leaving the premises or apartment. Do not open any other doors other than the one you need to escape. If trapped in your room or building • If trapped in your room or building during a fire, try to stop smoke and fire getting into your room. Use towels, blankets or spare cloths to block the gaps in the door. Go to the window, shout for helpand once you are heard by the fire service and help is on the way, stay near to the floor by the window. Stay calm and cooperate with the fire service, don’t try to jump or run. If your clothes catch fire - Stop, drop and roll. Do not panic and run, it will make the fire burn faster and lead to more injuries or burns. When NOT to use a fire extinguisher if you cannot easily and quickly put out a fire then it’s too dangerous to try. You should not use your fire extinguisher if: • You aren’t sure it’s the right extinguisher for the type of fire. • You’re too nervous or forgot how to use it. • The fire is bigger than a typical trash can. • Flames are quickly spreading. · The fire looks as though it could block your escape route.

28 EARTHQUAKE DURING AN EARTHQUAKE • The most important thing to do during an earthquake is to remain CALM. If you can do so then you are less likely to be injured. Also, those around you will have a greater tendency to be calm if you are calm • Make no moves and take no action without thinking about the possible consequences. Any irrational movement may be an injurious one • If you are inside stay there. Stand in a doorway or crouch under a desk or table, away from windows or glass fixtures • If you are outside, stay there. Stay away from objects such as light poles, buildings, trees and telephone and electric wires, which could fall and injure you · If you are in an automobile, drive away from underpasses/ overpasses, and stop in the safest place possible and stay there

AFTER THE EARTHQUAKE • After an earthquake, the most important thing to do is to check for injuries in your vicinity. Seriously injured persons should not be moved unless they are in immediate danger of further injury. First-aid should be administered, but only by someone who is qualified or has a working knowledge of first-aid • Evacuate the building as soon as the shaking stops. Carefully inspect exterior of the building for cracks in walls, shifted posts and pillars. If you see anything other than minor cracks do no re-enter the building until it has been inspected for safety by a professional • Check for safety-hazards - gas, water sewage breaks; downed power lines and electrical short circuits, damaged and weakened buildings and foundations, fires and fire hazards • Turn off appropriate utilities. • Do not use matches, lighters or open flame, appliances or electrical switches until you are sure that there are no gas leaks • Do not use the telephone except in extreme emergency • Wear shoes and protective clothing, for example, hard hats and gloves, to avoid injuries while clearing debris · Keep battery-operated radios and listen for emergency bulletins • Co-operate with all public safety and relief organizations. Do not go into damaged areas unless authorized by appropriate personnel DO NOT: • Do not panic. Do not use candles, matches, etc. and do not switch on any electric mains immediately after an earthquake. • Do not spread and believe in rumors. • Do not run through or near buildings during an earthquake

Stampede Don’t go with the flow. The way people die in crowd crushes is not from trampling but from as phyxiation the force of five people moving forward is enough to collapse the lung of an adult on the receiving end. The best way to avoid that fate is to move gradually sideways or backward, out of the human flow , at the earliest sign of trouble. The trick is to know what those signs are. Once you are in obvious peril, it’s usually too late.

Fights/ disturbances When you observe a spectator, a guest or group of guests who are loud or troublesome, notify Spectator Services right away. If a fight does break out: • Obtain assistance from security or law enforcement personnel • Help to keep aisles clear of any other spectators

29 • Do not attempt to break up the fight yourself as you may place yourself or others at risk

Injuries In the event that someone should harm others or be harmed, keep in mind these rules at all times: • Remain calm • Ask for help — use the right communication channels to ask for assistance, starting with your supervisor. • For severe injuries, you may also contact the staff of the medical team immediately • If it is safe to do so, make contact with the injured party — reassure the injured person and let them know that help is arriving • Protect yourself — avoid contact with blood • Protect others — assess the situation on the basis of whether it can put others in danger • Refer — refer all situations of this type, however minor, to your supervisor

Lost and found people It is possible that guests may be separated from their parties. When you are faced with this situation please observe the following guidelines: • When trying to locate a lostindividual, only relay the identity of this person to fellow volunteers, spectator services or a police officer • Never take it upon yourself to announce the situation publicly and always remember to take advice from your supervisor. If lost parties cannot be located quickly, suggest that they may want to wait for each other at the Information Services booth. The Information Services booth has been designated as the lost and found area at each venue • When passing information along to fellow volunteers or police officers, provide the best available description of the party highlighting: • Name • Sex • Nationality • Clothing • Approximate age • Height • Hair colour • Weight • Location at which they were last seen • Be certain to include any additional or pertinent information aboutthe person. Please keep in mind the personal safety of those involved and be aware of the location of the Information Services booth at your venue

Lost and found property All unclaimed items should be taken to the Information Services booth. Information Services will maintain the property until the end of venue activities for the day. At that time all found property will be handed over to police for safekeeping/disposition.

Medical assistance Each competition venue and major non competition venue will have a range of medical services provided by

30 Medical functional area of the OC-SAG 2016, available to respond to injuries or illness. Additionally, first aid kits may be available in a number of locations at the venue. You will find out more about the medical services available at your venue during the Venue Training. You may be called on to assist a guest with a medical emergency. Volunteers are often the first point of contact for the public and your actions will make a major difference to the lives and comfort of our guests but remember to always keepyour personal safety in highest regard: • Upon notification of a medical emergency, contact your supervisor or emergency responders at the venue immediately. Note the nature of the incident, the exact location and the number of injured parties. Pass along as much information as possible to those responding to assist them in the preparation of their treatment • If necessary and safe to do so, comfort the injured individual, but do not move him as it may cause additional harm • When emergency responders appear on-site, offer anyassistance if needed, but vacate the area unless you are told to remain on-site • Clear the area from on-lookers and record any names of witnesses to the occurrence • If you are able to and once it is safe to do so, document the situation by writing down all the details/facts you can recall. This may help all parties involved

Suspicious packages • If you observe a suspicious package or container at the venue, contact your supervisor, Spectator Services, or Security immediately • Do not approach, touch or disturb the object and maintain a safe distance • Avoid the use of radios and instead handle all communication by phone or in person

Incident reporting As a volunteer in any role, you may be confronted with situations requiring processing, handling or resolving Incidents at levels beyond your typical duties. In such a case, you will need to assume a role as initiator of the chain of actions that should follow for speedy resolution and closure of the incident/issue. It is important for you to be aware of incident reporting procedures so that you can act quickly and help avoid any negative outcome for the guest(s). lncident reporting will be addressed in more depth during your Role Specific and Venue Specific Training. However, a summary of incident reporting procedures is provided here as a reference for you. Incident reporting procedures fundamentally effective incident reporting will address all the following questions: • WHO caused the incident? • WHAT was the incident that occurred? • WHERE did the incident occur? • WHEN did the incident occur? • WHY did the incident occur? • HOW did the incident occur? Key people within each venue structure, there are various managers assigned to lead during response to incidents: Venue Managers (BOH and FOH) issues concerning their designated areas and interacting other Functional areas • Site Manager — maintenance issues • Venue Sports Manager — technical or sports equipment issues • Competition Manager — issues concerning athletes, technical officials, FOP • Venue Security Manager — all issues directly/indirectly impacting security and safety of people/material/ infrastructure • Venue Workforce Manager — issues related to workforce members on the venue

31 You will be introduced to these individuals during Venue Training and this will help you understand who may need to be involved in case an incident occurs. Most importantly, your supervisor will be the first point of contact for most incidents you escalate

Procedure • Determine whether the incident or issue requires resolution beyond your capabilities/assignment, particularly if it relates to security, safety, facilities, equipment, technology, or people-related concerns. If you are unsure, speak with your supervisor. • For non-urgent issues you can complete an incident report card available at the Workforce check in areas and break areas and return it to the Workforce team. You can also seek out a Workforce Team Leader as a first step of reporting/escalation • For urgent incidents, you should contact your supervisor as quickly as possible, either by radio, phone, or in person if you are able to leave your post. If you are not able to leave your post, ask a team mate for help in communicating the incident immediately • If you are asked to participate in the documentation or resolution of the incident, carry out your assigned duties as requested.

References.. 1. 2014, 2. volunteer management series 3. Volunteerism and the Vancouver 2010 Olympic winter games 4. 2010 , Delhi 5. Final Report of the IOC Coordination committee over 2012 London Olympic games 6. Rio, 2016 sustainability report 7. Sydney 2000, A Training Guide for volunteers 8. Volunteer Manual of Tijuca National Park 9. YWCA volunteer and Intern Handbook 10. Live experience of Dr. Benu Gupta, OSD Volunteers OC-SAG 2016

32 Map of Guwahati City Map of Guwahati

33 Map of Shillong City Map of Shillong

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