150-27187 - AB Sport - 2019 Masters Games - Handbooks 5.5x8.5 - Volunteer VOLUNTEER HANDBOOK 150-27187_ABSport_2018_MastersGames_HandbookCovers_5.5x8.5_FINAL.indd 1 2019-07-30 10:20 AM 150-27187 - AB Sport - 2019 Masters Games - Handbooks 5.5x8.5 - Volunteer VOLUNTEER HANDBOOK 150-27187_ABSport_2018_MastersGames_HandbookCovers_5.5x8.5_FINAL.indd 1 2019-07-30 10:20 AM CONTENTS 3 Welcome 4 Important Contacts 5 Volunteering Overview 6 Volunteer Appreciation Dinner 6 Rights & Responsibilities 7 Code of Conduct 7 Service Excellence 8 Clean & Tidy 8 Sustainability 9 Media 9 Social Media 9 Volunteer Uniforms 10 Accreditation 10 Safety & Security 10 Parking 11 Medical Services 11 Lost & Found 11 Food Services 12 Sports Schedules 13 Sports Venues 14 Venue Map 15 Entertainment 2 albertamastersgames.ca WELCOME The 2019 Alberta Masters Games would not be possible without volunteers. Hours upon hours and months upon months have been put into the dream of bringing the 2019 Alberta Masters Games to Rocky Mountain House and Clearwater County. This is not a small undertaking and the timelines were tight, but here we all are making the dream come true. Our community members and volunteers are very excited to have participants and their families come from all over the province to enjoy the beauty of our backyard. I hope everyone takes some time to enjoy a treat from the wide selection of food trucks, takes a moment to enjoy our gorgeous view of the mountains, and don't forget to indulge in our fantastic line-up of concerts. We look forward to hosting you and we wish you the best of luck in your competitions. I would like to take this opportunity to thank each and every volunteer who has taken a small or large role in making the Games a success. Some of you are able to help out for a few hours, many will be here for the whole event and others have been working on this enormous undertaking since the very beginning. No matter how big or small your part is in the Games, it could not have been a success without you. Thank you, Jana Thomson, Volunteer Director albertamastersgames.ca 3 IMPORTANT CONTACTS Emergency: Look to the medical professionals at your venue who are wearing medical armbands & red t-shirts; alternatively call 911 Rocky Mountain House Health Centre (Hospital): (403)845-3347 2019 Alberta Masters Games Oce: (403)845-5046 [email protected] PO Box 2684 www.albertamastersgames.ca 4503 42 Street Rocky Mountain House, AB T4T 1L7 For the duration of the Games, the oce will be open 7:00 am - 5:00 pm and serve as a communication centre. Games Oce Sta: Alberta Sport Connection: Lisa Tchir - Games Manager Bonnie Feaks - Alberta Games Consultant Shianne Artzen - Games Coordinator Dave Turnbull - Alberta Games Consultant Keely Hall - Games Assistant Je Ryks - Alberta Games Consultant (Sport) Jamie Jackle - Games Receptionist Board of Directors: Chair: Gordon McCrindle Vice-Chair: Stu Burke Administration: Craig Harman Facilities: Brad Turner/ Michelle Meatheringham Friends of the Games: Tina Hutchinson Participant Services: Steve Debienne Promotions: Tiany Robinson Protocol: Anna MacKenzie Registration & Results: Shannon Matchett Sports: Marc Mundell/ Doug Laut Sustainability: Brian Goliss Volunteer: Jana Thomson Municipal Representative: Roger Smolnicky Town of Rocky Mountain House Council Representative: Michelle Narang Clearwater County Council Representative: Michelle Swanson 4 albertamastersgames.ca Thank you for being a part of our moment! Here are a few things to keep in mind when preparing for your shift. • Make sure you have your full uniform, accreditation badge, handbook, water bottle and any specialized items needed to perform your duties. • Check the weather and ensure you are dressed accordingly. It is recommended that you dress in layers to accommodate changing weather. • Depending on your position, you may want to bring a lawn chair for yourself. Going to Your Shift • Arrive 15 minutes prior to your shift • Report to your Supervisor at your designated location • Meet your team While on Shift • Volunteers must wear their uniform and have their accreditation badge visible when entering any venue. Upon checking in with your Supervisor, you will be briefed. • All volunteers are encouraged to take a 15 minute break during the first 5 hours of a shift. All volunteers whose shifts exceed 5 hours are encouraged to take a 30 minute break and will be provided with food options from the food vendors at your venue. Don’t forget to fill your water bottle! • Volunteer Lounges are a space for volunteers to relax and refuel with food and drink. Volunteer Lounges do not provide a safe, secure, locked area. As such, volunteers should refrain from bringing valuables with them to their shifts. At the End of Your Shift • Pass any important or exciting information to your replacement • Ensure you have your uniform and belongings before you leave • Check out with your Supervisor albertamastersgames.ca 5 Volunteer Appreciation Dinner Date: Sunday, August 25th, 2019 Location: Lou Soppit Community Centre 5404 48th Street, Rocky Mountain House, AB Time: Doors Open at 4:30 pm Dinner at 5:30 pm Volunteers are free of charge to attend but must RSVP to [email protected] Guests are welcome to attend at a cost of $20 for the dinner. General Information and Policies Rights and Responsibilities As a 2019 Alberta Masters Games volunteer, you can expect the following: • Be valued and respected as a part of the team • Receive a volunteer assignment that engages your skills, interests and experience • Have access to information about the Games • Receive guidance and training for your specific role • Receive ongoing guidance, feedback, encouragement and recognition from the Volunteer Coordinators In return, we ask that you, as a volunteer: • Approach your volunteer role with enthusiasm, honesty and an open mind • Ask questions to ensure that you understand a role or task before accepting it • Carry out your tasks eciently and eectively and ask for help when you need it • Participate in any training oered • Respect confidentiality • Provide positive or constructive feedback to others 6 albertamastersgames.ca Code of Conduct As a volunteer of the 2019 Alberta Masters Games, all volunteers: • Act with fairness, honesty, integrity, and openness • Respect the opinions of others and treat all with equality and dignity without regard to: gender, race, color, creed, ancestry, place of origin, political beliefs, religion, marital status, disability, age or sexual orientation • Provide a positive and valued experience for those within and outside the Games’ environment Service Excellence As a 2019 Alberta Masters Games volunteer, you play a key role in repre- senting and are at the forefront of ensuring athletes, visitors, other volun- teers and most importantly, you have a memorable experience during this once-in-a-lifetime event. Regardless of the position you hold, you are interacting with others - other volunteers, members of the public, athletes, coaches, referees, and media. If an issue arises, you may be approached to deal with it as a volunteer. Issues may be out of your control and you may not be equipped with the answers. Try oering one of the alternatives. Word Alternatives Do Say Avoid Let me find out for you I don’t know What I can do for your is No I understand your frustrations You’re right, this is bad Let's see what we can do about this That’s not my fault I'll be with you in just a moment I’m busy right now I will call you back, what is the best Call me back number to reach you at? albertamastersgames.ca 7 Words With Dignity - Phrases to Use Person with diabetes, arthritis, etc. Person with disability Person with a mental illness, person with a mental health issue Person who is hard of hearing, person who is deaf Person who is deaf-blind Person with Down Syndrome, person with an intellectual disability, person with a developmental disability Person who is visually impaired Person who stutters, person with a communication disability Person with a mobility disability, person with a spinal cord injury Person who uses a wheelchair Accessible parking, accessible washrooms Persons without a disability Clean & Tidy This policy applies to all Volunteers. It is designed to maintain and ensure the cleanliness, hygiene and organization of our venues. This includes: • Obstructions in walkways (remove garbage bags, boxes, etc) • Keep all areas clean and tidy • If you see garbage or recycling lying around, pick it up and dispose of it • Empty waste bins and recycling regularly • Take lost and found items to the lost and found area for your venue Sustainability The 2019 Masters Games has implemented a number of initiatives to make the Games more environmentally sustainable. These include the use of reusable water bottles, solar powered lighting, replacement of lighting with high eciency LED lighting, recycling, and composting of kitchen waste. Participants and volunteers will receive reusable water bottles from the Games. Water refilling stations have been set up at all venues. We strongly encourage everyone to use reusable bottles during the Masters Games and throughout the year to help us reach our sustainability goals. 8 albertamastersgames.ca Words With Dignity - Phrases to Use Person with diabetes, arthritis, etc. Person with disability Person with a mental illness, person with a mental health issue Person who is hard of hearing, person who is deaf Person who is deaf-blind Person with Down Syndrome, person with an intellectual disability, person with a developmental disability Person who is visually impaired Person who stutters, person with a communication disability Person with a mobility disability, person with a spinal cord injury Person who uses a wheelchair Accessible parking, accessible washrooms Persons without a disability Clean & Tidy This policy applies to all Volunteers. It is designed to maintain and ensure the cleanliness, hygiene and organization of our venues.