SPS Role Specific Training
- 1. Spectator Services RoleSpecific Training
- 2. TRAINING AGENDA In thistraining, we will cover: • The Games – Venues & Sports/Activities • Meet the Team • Spectator Services (SPS) Overview – Responsibilities – Reporting Structure – Objectives – Volunteer Roles • Detailed Responsibilities – General Volunteers – Access Control – Info Booth – Wayfinder/ Mobility Assistance • Key Policies to Keep in Mind • Typical Day • Communication at the Venue • Work Schedules • THANK YOU – **Please Note: Some slides are Hub/Venue specific and you may skip over the ones that may not pertain to your specific assignment**
- 3. HONORED GUESTSTHE GAMES– VENUES & SPORTS/ACTIVITIES UCLA & Balboa Sports Complex Drake Stadium & North Athletic Field Football* 11-a-side Easton Stadium Softball Intramural Field Football* 5-a-side LA Tennis Center Tennis Pauley Pavilion Volleyball Student Activities Center Judo UCLA – Common Domain Wayfinding & Mobility Assistance Wilson Plaza Festival John Wooden Center Gymnastics – Artistic & Rhythmic Balboa Sports Center (Encino) Football* 7-a-side USC Alumni Park Festival Galen Center & Pavilion Basketball Loker Stadium/Cromwel l Field Athletics McCarthy Quad Healthy Athletes USC – Common Domain Wayfinding & Mobility Assistance Uytengsu Aquatics Center Aquatics *Football (Soccer)
- 4. HONORED GUESTSTHE GAMES– VENUES & SPORTS/ACTIVITIES LA Convention Center & Lucky Strike South Hall Badminton, Bocce, Handball, Roller Skating, Table Tennis Halls E & F Powerlifting Lucky Strike LA Live Bowling Long Beach Alamitos Beach Beach Volleyball, Half Marathon, Open Water Swimming, Triathlon Aquarium Way Cycling Belmont Pier Sailing Marine Stadium Kayaking Griffith Park LA Equestrian Center Equestrian Wilson & Harding Golf Courses Golf
- 5. MEET THE SPECTATORSERVICES TEAM Aiyana Welsh, Senior Manager Lisa Chow, Hub Manager – UCLA Jenny Higgs, Hub Manager – USC Tiara Johnson, Hub Manager – LA Convention Center Tim Trefts, Hub Manager – Long Beach Nick Opitz, Hub Manager – Griffith Park
- 6. MEET THE SPECTATORSERVICES TEAM Venue Manager, Balboa Sports Center Rachel Dame Venue Manager, Drake, IM & NAF Field Kendrick Mooney Venue Manager, Easton Field Dusty Weinberg Venue Manager, Pauley & LA Tennis Center Ed Baltierrez Venue Manager, Wooden Center & Student Activities Center Lorraine Clark UCLA Hub Manager, UCLA UCLA-Common Domain & Festival Lisa Chow
- 7. MEET THE SPECTATORSERVICES TEAM Venue Manager, Galen Center Natalie Kalibat Venue Manager, Loker Stadium Monica Sandoval Perez Venue Manager, Uytengsu Diana Banjo USC Hub Manager, USC-Common Domain, Festival & Healthy Athletes Jenny Higgs
- 8. MEET THE SPECTATORSERVICES TEAM Venue Manager, Lucky Strike Sean Wallach LA Convention Center Hub Manager, LA Convention Center Tiara Johnson
- 9. MEET THE SPECTATORSERVICES TEAM Venue Manager, Long Beach Shane Reyes Long Beach Hub Manager, Long Beach Tim Trefts
- 10. MEET THE SPECTATORSERVICES TEAM Venue Manager, Wilson-Harding Golf Courses Jeremy Riche Griffith Park Hub Manager, Griffith Park, LA Equestrian Nick Opitz
- 11. HONORED GUESTSSPECTATOR SERVICES(SPS) OVERVIEW Responsibilitie s • Welcoming spectators and other visitors at all 28 venues across the 6 different Hubs • Responsible for the safe movement of spectators and other venue users • Acts as the eyes and ears of the venues reacting as a first response to any spectator related issues • Provide general event and venue information Successful Volunteers are… • Always wearing a smile and welcoming everyone • Culturally sensitive, attentive, polite and friendly • Strong communicators and have great customer service skills • Proactive and find the answer – never say “I don’t know” to a question
- 12. SPECTATOR SERVICES (SPS)OVERVIEW Venue or Hub Manager General SPS Volunteer Access Control Volunteer Info Booth Volunteer Wayfinder/MA Volunteer SPS Team Leader Volunteer Reporting Structure • In all Procedures, the first step is to always alert your Team Leader or Venue Manager/Hub Manager • Please communicate with us and we will help you with the situation
- 13. HONORED GUESTSBRAND STANDARDS SPECTATOR SERVICES(SPS) OVERVIEW • Crowd and Pedestrian flow management • Venue Capacity Monitoring • Access Control management • Information Booth operations • Lost and Found program at all competition venues • Wayfinding for spectators and client groups • Mobility Assistance support Objective s • All Spectator Services Attendants may be assigned to one of these roles at your venue: o General Spectator Services Volunteer o Access Control o Information Booth o Wayfinder/Mobility Assistance (MA) • You will have the opportunity to work in multiple roles throughout the Games Volunteer Roles
- 14. DETAILED RESPONSIBILITIES –GENERAL VOLUNTEERS General SPS Volunteers • Welcome all spectators & accredited client groups • Direct and anticipate spectators’ flows • Queue management if it becomes necessary (i.e. entry gates, concessions, etc.) • Crowd and seating area management • Observe and report unruly spectators • Provide general event Information • Assist with restricted items and escalate issues with prohibited items to Security and/or Police
- 15. HONORED GUESTSBRAND STANDARDS DETAILED RESPONSIBILITES– ACCESS CONTROL Access Control • All official participants of the games will have a credential • Check credentials of restricted zones that require a credential • Access Boards will be placed at these restricted zones to show what type of credentials are allowed in Credentials Include • Individual’s name • Client group the individual belongs to (i.e. participant code) • What zones that person is able to access • What venues the individual can access (i.e. venue and sport codes) • Transportation codes if applicable
- 16. HONORED GUESTSBRAND STANDARDS DETAILED RESPONSIBILITES– ACCESS CONTROL Access Control Boards • If the codes on the credential match the codes on the access board, the participant is allowed into the area • If the codes are not on the participant’s credential >>> the participant is not allowed in! • All SPS volunteers will receive further training on Access Control at on-site Venue Training
- 17. HONORED GUESTSDETAILED RESPONSIBILITIES– INFORMATION BOOTHS Information Booths • Provide general event information • *A binder and laptop with all relevant information will be available for reference • Provide Competition updates • Aid in Mobility Assistance requests • Serve as a meeting place for Missing Persons and Missing Athletes • Serve as a location for Lost and Found items Information Booths will be located near every venue and are the primary source for event information. Spectators will be directed to the Info Booths for any questions they may have.
- 18. DETAILED RESPONSIBILITIES –WAYFINDING & MA Wayfindin g • Assist spectators and other guests with finding venues • Provide general event information • Will have the use of megaphones and brightly colored foam hands Mobility Assistance (MA) • Provide assistance via wheelchairs or golf carts to spectators – ONLY to those who have difficulties walking • A limited number of wheelchairs will be available for use within a venue (available at Info Booths) • Golf carts will be available for request via radio • No Mobility Assistance (via golf-carts) will be available at the following venues: • LA Convention Center • Lucky Strike • Alamitos Beach • Wilson-Haring Golf Courses • Coliseum
- 19. HONORED GUESTSKEY POLICIESTO KEEP IN MIND Unruly Spectator Policy • Spectators must follow the “Fan Code of Conduct” while attending the Games • If a spectator is behaving in an unruly manner, Spectator Services volunteer will politely ask spectator to stop the behavior Spectator Complaint Policy Important Note • If a spectator would like to file a complaint, they may do so at the nearest Information Booth • Spectator Services volunteer at Information Booth will log a complaint form and inform the Spectator Services Team Leader who will pass along to the Venue Manager as necessary • In all Procedures, the first step is to always alert your Team Leader or Venue Manager • Please communicate with us and we will help you with the situation
- 20. HONORED GUESTSKEY POLICIESTO KEEP IN MIND Lost & Found Policy • Spectator Services handles all Lost & Found items • All lost items should be turned in at the nearest Info Booth to be logged appropriately Missing Person & Missing Athlete Policy Access Control Policy • When a lost person or missing athlete is identified, contact your Team Leader or Venue Manager at once • The Information Booth is the designation point for all missing persons and missing athletes • Some areas require a credential with a specific code in order to enter • If an individual attempts to gain access to the area without this authorization, Spectator Services volunteer will inform him/her that access will not be granted
- 21. HONORED GUESTSKEY POLICIESTO KEEP IN MIND Prohibited Items Policy • Signage will list the prohibited items for each venue. Spectator Services and security will enforce this policy • If a prohibited item is identified, Spectator Services volunteers will politely inform the guest (i.e. noisemaker) or immediately contact Security (i.e. firearms) Prohibited Items List • Drugs/alcohol • Tobacco of any kind (cigarettes, etc.) • Horns or noisemakers, musical instruments • Animals (except assistive animals) • Professional cameras or video cameras • Skateboards, roller skates & rollerblades • Firearms, weapons, knives & explosives • Signs, posters, placards or banners exceeding (30” by 36”) in size • Outside food & drink (a reasonable amount of water will be permitted • Fireworks • Frisbees, balls • Coolers of any size
- 22. TYPICAL DAY Check inat Venue Meet with Venue Spectator Services Manager for Briefing Deployed to positions Venue Opens Lunch and 15-min breaks Volunteer position rotations Short debrief and release
- 23. HONORED GUESTSCOMMUNICATION ATTHE VENUE Within Your Venue • Report any issues/questions to your Team Leader or Venue Managers in all situations • Security will be there also to support – they will be wearing their yellow CSC Event Staff uniforms • All Venue Managers, Team Leaders and some volunteer positions if needed will have radios (i.e. Information Booths, Access Control, etc.)
- 24. WORK SCHEDULES Work Days • Saturday,July 25th – Sunday, August 2nd. Dates are based on the Competition Schedule at your assigned venues and Hub Typical Length of Shift Work Area • On average: 6-8 hours/day for a minimum of 5 days* • All Spectators Services positions are standing positions • You will be working indoors or outdoors depending on your assigned venue and corresponding sport Contact with Scheduling questions/issues: SpectatorServices.Volunteers@la2015.org Please keep in mind that we have over 1,500 volunteers to schedule
- 25. HONORED GUESTSCONCLUSION Information Review • Pleasereview the information from this presentation • We will go over these items in more detail at Venue Training – please come ready with your questions! • More information regarding Venue Training to come!
- 26. HONORED GUESTSBRAND STANDARDS THANK YOU! Dedicatedvolunteers are priceless– Thank You so much for choosing to volunteer– We look forward to working with You! If you have any Spectator Services specific questions, contact us at SpectatorServices.Volunteers@la2015.org
Editor's Notes
- #19 MA – Check P&P for wording and additional info