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Workforce Management Role-Specific Training
- 1. Venue Workforce Manager,Deputy Venue Workforce Manager & Venue Workforce Assistant Training
- 2. WELCOME! !! First off, wewould like to say THANK YOU and WELCOME to the Volunteer Workforce Management team!!! We are excited to have you join our team as we gear up to welcome close to 7,000 athletes from approximately 170 different countries as they compete in 25 Olympic-style sports in the 9 days of competition (July 25 – August 2). We know the Games will be a memorable experience and we are excited that you have chosen to get involved to make a difference in the lives of the thousands of Special Olympics athletes!
- 3. TRAINING AGENDA THIS TRAININGWILL COVER: • Games Organizing Committee (GOC) • Volunteer Workforce Management Overview – Mission and Objectives – Responsibilities at the Venue – Meet the Team – Reporting Structure – Useful Skills for Success •Roles – Venue Workforce Manager Job Description – Deputy Venue Workforce Manager Job Description – Venue Workforce Assistant Job Description – Key Interactions – Key Policies & Procedures to Keep in Mind •Scenario Activities – Troubleshooting & Problem Solving
- 4. GAMES ORGANIZING COMMITTEE(GOC) A steadily growing staff has been working for close to 3 years to make the World Games a success! Together, this staff is called the Games Organizing Committee (also referred to as GOC and LA2015). Organized into different Functional Areas, or FAs, the GOC currently consists of over 350 staff members who, during the Games, will be redeployed into Games-time roles, some that are different than the roles they held during preparation for the Games.
- 5. VOLUNTEER WORKFORCE MANAGEMENTOVERVIEW MISSION AND OBJECTIVES DURING GAMES • Ensure all Workforce (uniformed and credentialed paid and volunteer staff) are motivated, supported and recognized. • Provide on-venue services including: – Check-in –Meal voucher distribution –Redeployment –Conflict management –Incident reporting support
- 6. WORKFORCE MANAGEMENT OVERVIEW USEFULSKILLS FOR SUCCESS • Excellent communication and organizational skills • Polite and friendly • Enthusiastic • Strong attention to detail • Culturally sensitive • Diplomatic and fair • Good management skills • Ability to resolve problems in a fast-paced environment
- 7. HONORED GUESTS VENUE WORKFORCE MANAGER Reportsto: Venue Director, Competition Manager and Hub Workforce Manager Time Commitment & Training: Venue Workforce Managers (VWM) must be able to give a time commitment of several hours a week during the planning phases of the Games as well as be on site during the event. Must meet all training requirements as noted in the general volunteer requirements. Additional training will be provided prior to the Games. Duties & Responsibilities: • Ensure FA managers are properly managing their Workforce and adhering to Workforce Management policies and procedures • Oversee check-in process for all venue Workforce • Oversee meal coupon & incentive distribution on venue • Resolve Workforce disputes ROLES: VENUE WORKFORCE MANAGER
- 8. HONORED GUESTS Duties & Responsibilities(continued) • Redeploy resources, as needed • Ensure break area is well maintained • Attend Venue Team Meetings • Prepare and submit all required reports • Coordination of Venue Training and Just in Time Training • Conduct daily team meetings ROLES: VENUE WORKFORCE MANAGER
- 9. SAY HELLO TOYOUR VENUE WORKFORCE MANAGERS! MICHELLE DUKE Balboa CANDICE WATSON UCLA Common Domain JESSICA FOULTS Aquarium Way NINA LEE Pauley/LATC SCOTT EVANS Marine Stadium SHERRI ROBERTSON Galen Center SALVADOR ARREOLA Drake Stadium/ Intramural Fields ALLIE MARGIS Loker Stadium SHANTEL FAIR Wooden/ SAC JENNA MORRIS Drake Stadium/ Intramural Fields MARK EMBREE Belmont Pier DAVID GARDINIER LACC
- 10. SAY HELLO TOYOUR VENUE WORKFORCE MANAGERS! BONNIE BONE Wilson/Harding Courses SARAH LOCKE- HENDERSON USC Common Domain GIULLIANA DE LA ROSA LACC JENNIFER MOORE Uytengsu JENNIFER MILLS Easton Field MELISSA ROGHANI LA Equestrian Center BRIAN DINKINS Alamitos Beach
- 11. HONORED GUESTS DEPUTY VENUE WORKFORCEMANAGER Reports to: Venue Director, Competition Manager, VWM and Hub Workforce Manager Time Commitment & Training: Deputy Venue Workforce Managers (DVWM) must be able to give a time commitment of several hours a week during the planning phases of the Games as well as be on site during the event. Works closely with the VWM. Must meet all training requirements as noted in the general volunteer requirements. Additional training will be provided prior to the Games. Duties & Responsibilities: • Assist VWM as needed and assume role of VWM in case of absence • Ensure FA managers are properly managing their Workforce and adhering to Workforce Management policies and procedures • Oversee check-in process for all venue Workforce • Oversee meal coupon & incentive distribution on venue • Resolve Workforce disputes ROLES: DEPUTY VENUE WORKFORCE MANAGER
- 12. HONORED GUESTS Duties & Responsibilities(continued) • Redeploy resources, as needed • Ensure break area is well maintained • Prepare and submit all required reports • Conduct daily team meetings ROLES: DEPUTY VENUE WORKFORCE MANAGER
- 13. SAY HELLO TOYOUR DEPUTY VENUE WORKFORCE MANAGERS! BETH RYAN Galen Center SILVANA MOLIERI Belmont Pier ANNE TERRY Drake Stadium/ Intramural Field CHRIS GREEN Uytengsu WENDY JACOBY Loker Stadium JENNY LITTLEFORD Aquarium Way JULIE CHRISTOPHER UCLA Common Domain MARILYN FINEGOLD LA Equestrian CRAIG FARESTVEIT WILSON/HARDING MILES GUERRERO USC Common Domain MARY ANN BRUNTON USC Common Domain ADI CARLYLE USC Common Domain
- 14. HONORED GUESTS WORKFORCE ASSISTANT Reports to:Venue Workforce Manager Time Commitment & Training: Venue Workforce Assistants (VWA) must meet all time commitment and training requirements as noted in the general volunteer requirements. Duties & Responsibilities: • Check in Workforce • Distribute meal coupons and incentive items, as needed • Maintain break/dining area • Assist FA Managers with scheduling issues and disputes • Act as Workforce advocate and report any issues to VWM • Baggage Handler Assistants: check in athletes and their bags at dining hall entrances • Athlete Dining Assistants: assist athletes around dining halls with food trays, etc. ROLES: WORKFORCE ASSISTANT
- 15. HONORED GUESTS Within the WorkforceAssistant position there are two additional volunteer roles: 1. Athlete Dining Assistants (USC) 2. Baggage Handlers (UCLA) Note: For Baggage Handlers and Athlete Dining Assistants at UCLA or USC It is beneficial for you to familiarize yourself with the duties and responsibilities of all WF Assistant roles for possible volunteer redeployment during Games time ROLES: WORKFORCE ASSISTANT
- 16. HONORED GUESTS ROLES: WORKFORCE ASSISTANTS Wehave A LOT of Workforce Assistants! (Too many to fit on one slide…)
- 17. HONORED GUESTS Uniforms All Workforce memberswill receive polo shirt(s), hat, lanyard (managers will wear green, assistants will wear purple) and a hip pack as their uniform. The polo shirt should not be altered in any way. Workforce should wear tan or khaki pants, shorts, skorts, or skirts (at least fingertip length). Workforce should not wear any denim pants or shorts. Comfortable tennis shoes are recommended. Any uniform that has a manufacturing defect may be replaced, as long as supply is available, at the discretion of the VWM. If the uniform is damaged in any other way, aside from a manufacturing defect, a new one will be given at the expense of the Workforce member. Credentials All Workforce will be issued a personal identification badge which acts as a work permit at the venue. This badge must be worn at all times while on duty on LA2015’s premises. Meal Coupon Distribution Meal coupons will be provided at check-in to those who qualify for a meal (volunteers must work 5 hours minimum to be eligible). Workforce will receive their vouchers daily upon checking in for their shift. Vouchers will be presented at their HUB specific lunch location and redeemable for one (1) meal. ROLES: KEY POLICIES TO ENFORCE
- 18. HONORED GUESTS Break and MealPeriods All approved meal breaks should be coordinated with Functional Area managers and other Workforce to ensure there is adequate coverage to conduct business. Breaks should be taken in the designated Workforce Dining area. Workforce Dining Workforce Dining is the area where all Workforce will pick up their meals and take their breaks. This is also a space for Workforce to socialize, eat, rest, get a beverage, etc. during and/or in between shifts. Water will be available in break areas and volunteers will have easy access to water bottles during their shifts. Reward & Recognition It’s important to reward and recognize the Workforce for all of their effort. The VWM, DVWM and VWAs should regularly check on their Workforce to make sure they are enjoying their time as a volunteer and to make sure their needs are being met. The VWM, DVWM and VWAs should motivate their team of volunteers and make the environment fun. ROLES: KEY POLICIES TO ENFORCE
- 19. HONORED GUESTS CHECK-IN POLICY In orderto ensure the safety of volunteers at each venue, all volunteers will be required to check-in for their volunteer shift. Procedure Prior to First Day of Work All volunteers must have the following items when checking in for their volunteer shift: 1. Complete Volunteer Uniform (as described in Uniform Policies) 2. Credential 3. Mobile phone or device (fully charged due to limited power sources at each venue) Volunteers will receive their volunteer uniforms and credentials at Uniform Distribution and Accreditation Center (UDAC) prior to their shift. ROLES: KEY POLICIES TO ENFORCE
- 20. HONORED GUESTS CHECK-IN POLICY (continued) Duringthe Games Volunteers arriving for their shift must first check-in at Workforce Check-in before starting their assignment. At Workforce Check-in, they will go through the following process: 1. Show their credential to ensure they are indeed a Workforce member. 2. Their name will be checked in Salesforce (our online record system) to ensure they are volunteering on the appropriate day/shift/venue and that they are given credit for showing up. 3. Workforce will be given reminders on meals/breaks. 4. Meal coupons will be provided at check-in to those who qualify for a meal (i.e. work the minimum number of hours). 5. Workforce will be directed to their assignment. ROLES: KEY POLICIES TO ENFORCE
- 21. HONORED GUESTS REDEPLOYMENT PROCEDURE Volunteer WorkforceManagement does not have a Workforce reserve pool. VWMs will determine assignments and assist in reassignments based on information received from FA Leaders. During critical staff shortages, supervisors should: 1. First determine WHY there is a need for redeployment (what is the issue?) 2. Then determine if you can do without. If not, 3. Reassign Workforce members within your FA. This may include asking your Workforce members to switch into a role that they were not originally assigned. 4. If you can’t reassign within your FA, notify the Venue Workforce Manager (VWM). The VWM will then reassign within the venue. VWM will communicate with other FA Leaders to determine any extra volunteers and redeploy them from other areas within the venue. 5. If the first three options are not possible, redeployment within the HUB (across venues) may take place. The VWM will call the HUB Workforce Manager to assist with this redeployment. 6. Where redeployment requires a change in accreditation privileges, the Volunteer Workforce Management team should work with Venue Management and/or Accreditation to ensure appropriate access upgrades are provided. ROLES: KEY POLICIES & PROCEDURES TO ENFORCE
- 22. TYPICAL DAY SHIFT START •Workforce Check-in opens 2.5 hours prior to competition start time. • The VWM and/or DVWM will arrive approximately 2 hours and 45 minutes prior to competition start time to attend the Venue Team meeting each morning. Gates will open to the public 1 hour before competition starts. • VWAs will arrive approximately 2.5 hours prior to competition start time to set up the check-in area and prepare for the Workforce. • Times will vary venue to venue CHECK-IN • You will be checking in all Workforce scheduled for that venue using a tablet. • Distributing meal coupons (if working at least 5 hours). • Handling any scheduling issues and redeploying Workforce members, if necessary. • Managing the volunteer hotline (smartphone). WORKFORCE DINING • VWAs will assist in collecting meal coupons at the dining areas. • Keep dining areas clean. • Talk with Workforce during their breaks, motivate and thank them for their commitment.
- 23. TYPICAL DAY WITHIN THEVENUE • Check on Workforce members as they are working around the venue. • Manage the recognition program for Workforce. • Resolve any Workforce issues within the venue. SHIFT END • VWAs will stay approximately 30 minutes after competition ends. • VWMs and/or DVWMs will stay 90 minutes after competition ends to attend the Venue Team meeting to discuss any issues, to pass along information and to fill out any reports that are needed. • If needed, VWMs will also attend a conference call with all other VWMs and Volunteer Workforce Management. • NOTE: Shift times may be adjusted as needed –If after a few days, it is determined that some WFAs can arrive later or leave earlier, WFMs have flexibility to release WFAs early and/or change DVWM/VWM schedules –Alert Hub Manager of any changes made to VWM or DVWM schedule
- 24. HONORED GUESTS REPORTING PROBLEMS Direct communicationbetween people working at the venue, regardless of department, is the most effective means to keep operations moving efficiently. Each staff member must be trained to understand what issues are within their authority to settle, and what issues must be elevated. Issues which cannot be settled by Workforce members or between Workforce members should be raised to management as follows: • Raised to supervisors first • Then, when necessary, raised to Functional Area Managers • If necessary, the VWM or DVWM will raise the issue to the Venue Director and Competition Manager (if a field of play related issue), or Hub Workforce Manager based on the nature of the issue ● All problems should be reported on Incident Reporting Form ● Be as detailed as possible when relaying problems and incidents COMMUNICATION AT VENUE
- 25. HONORED GUESTS CONTACT INFORMATION If youare running late or have a personal scheduling conflict please notify your team members immediately. • VWMs or DVWMs should contact their Venue Director, VWAs and their Hub Workforce Manager if running late • VWAs should contact their VWM or DVWM if running late Each Workforce Check-in will have a cell phone that volunteers can call to inform Workforce Management team that they are running late or will not be able to work that day. Notification will be made to the volunteer’s FA Manager. For any workforce that does not show up, WFM team will contact and check on them to determine the reason for their absence. From there WFM team will determine if that missing workforce member will be able to work their future shifts COMMUNICATION AT VENUE
- 26. HONORED GUESTS Basic guidelines forproblem solving: • To facilitate communications and problem solving, VWMs should share issues and solutions at daily Venue Team meetings. • Venue Directors and/or Competition Managers (depending on the issue) are to ensure that the appropriate parties are brought together in a good faith attempt to resolve venue issues. • ONLY ISSUES WHICH CANNOT BE RESOLVED AFTER FULL DISCUSSION AT THE VENUE SHOULD BE ELEVATED BEYOND THE VENUE. Chain of Command on venue during the Games: Workforce (volunteer) → Supervisor → FA Manager → VWM → Venue Director → Competition Manager Within the Workforce Management Functional Area during the Games: Venue Workforce Assistant → Deputy/Venue Workforce Manager → Hub Workforce Manager → SVP of Workforce Management ROLES: CHAIN OF COMMAND
- 27. HONORED GUESTS Workforce Management willwork closely with the following areas: Workforce members You will be overseeing, motivating and interacting with all Workforce at your venue FA Leaders Functional Area (FA) Leaders will communicate to you whether they have too few or too many volunteers Venue Director Relaying any important information or issues to the Venue Director, as well as during Venue Team meetings Competition Manager Relaying any important field of play information or issues to the Competition Manager, as well as during Venue Team meetings ROLES: KEY INTERACTIONS
- 28. HONORED GUESTS Hub Workforce Manager Anyscheduling questions or issues should be directed to the Hub Workforce Manager Catering To replenish water coolers and food/drink supplies in the Workforce Dining/Break areas ROLES: KEY INTERACTIONS
- 29. HONORED GUESTS Locations • For themost part, VWMs, DVWMs and VWAs will be at their venue’s Workforce Check-in and the Workforce Dining (if provided), but will also be roaming around the venue to check on the Workforce and cover any missing shifts. • During breaks and down times, workforce will be encouraged to be Fans in the Stands provided they notify their supervisor where they will be located in case they’re needed. Work Area • 50% seated and 50% walking around, seeing to issues, checking the Workforce Dining area and overseeing the Workforce. • Depending on the venue, you could be indoors or outdoors. If you are outdoors you will be in the shade, under a tent. BRAND STANDARDS WORKING CONDITIONS
- 30. WORKFORCE MANAGEMENT EQUIPMENTTO BE USED TABLETS/LAPTOPS • To check-in Workforce RADIOS/SMARTPHONES • To communicate with other functions throughout the venue • To communicate with volunteers that are running late OTHER MATERIALS USED • Meal coupons • Comment cards • Incident report forms SALESFORCE! • Cloud-based database software (meaning access to data from any device) • All volunteer information (including contact information, assignment and work schedule) is stored in Salesforce
- 31. HONORED GUESTS CHECK IN ● Checkin at the Common Domain Workforce Check-in station ● From there you will be assigned to one of the four on-campus dining hall locations ● You will report to the dining hall manager (USC staff) at your particular location and to the Venue and Deputy Venue WF Managers at the USC Common Domain POTENTIAL RESPONSIBILITIES AND DUTIES • Assist Athletes with: • Carrying trays • Getting beverages • Bussing their plates • Direct Athletes to specific food items and/or specialty meals • Help USC Dining Hall Staff bus plates and dishes to dish stations • Help “direct traffic” and keep overall flow of Dining Hall ● In between meal times you may be asked to help with other workforce tasks or be a Fan in the Stands at one of the three USC Competition Venues! ROLES: WORKFORCE ASSISTANT- USC Athlete Dining
- 32. HONORED GUESTS USC DINING HALLLOCATIONS: • Café 84 • Everybody’s Kitchen (EVK) • Parkside • Ronald Tutor Campus Center (RTCC) DINING HALL MEAL TIMES: Breakfast: 5:00 a.m. – 9:00 a.m. Lunch: 11:30 a.m. – 2:30 p.m. Dinner: 5:00 p.m. – 9:00 p.m. ROLES: WORKFORCE ASSISTANT- USC Athlete Dining
- 33. Athlete Dining Assistants USCDining Hall Locations CAFÉ 84 EVK RTCC PARKSIDE ROLES: WORKFORCE ASSISTANT- USC Athlete Dining
- 34. HONORED GUESTS PROCESS AND RESPONSIBILITIES Certaindelegations (official and credentialed members of the team including athletes, coaches, head of delegation, asst. head of delegation and additional staff) will reside at UCLA and have meals in their respective dining halls. Bags are not allowed in UCLA dining halls, so Delegation Services will provide a bag check service at the entrance of each dining hall. This will allow delegates to leave their bag in a semi-secure area monitored by LA2015 volunteers during meal time. Bag check volunteers will manage the process by distributing and collecting claim tickets, monitoring the baggage area, sorting bags in an orderly fashion and assisting with questions. Bag check process: 1. Delegate receives a generic claim ticket at check-in table. 2. Delegate personally leaves their bag in the semi-secure area monitored by LA2015 volunteers. 3. Delegate provides claim ticket to volunteer and personally retrieves their bag from the holding area. ROLES: WORKFORCE ASSISTANT- UCLA Baggage Handler
- 35. HONORED GUESTS CHECK IN ● Checkin at the Common Domain Workforce Check-in station ● From there you will be assigned to one of the four on-campus dining hall locations DINING HALL HOURS AND LOCATIONS Dining Hall Hours Breakfast: 7:00am – 9:00am Lunch: 11:00am – 2:00pm Dinner: 5:00pm – 8:00pm Dining Hall Locations Hedrick Dining Hall Covel Commons Rieber Dining Hall Sproul Dining Hall DeNeve Commons See map on following slide for locations. ROLES: WORKFORCE ASSISTANT- UCLA Baggage Handler
- 36. HONORED GUESTS ROLES: VENUE WORKFORCEASSISTANT- UCLA Baggage Handler 5 dining halls Hedrick Covel De Nieve SproulRieber
- 37. HONORED GUESTS ROLES: WORKFORCE ASSISTANT-UCLA Baggage Handler POLICIES AND PROCEDURES • NO bags are allowed into dining halls. • If a delegate refuses to leave their bag, they must return it to their room before entering the dining hall. • Delegates must be wearing their LA2015 credential to use the bag check service. • Groups or guests other than Special Olympics are not allowed to use the bag check service. • Bags left behind after the meal period will be returned to the Delegation Services Center located in Covel Common. • Do not leave the check-in table unattended at any time
- 38. HONORED GUESTS ROLES: VENUE WORKFORCEASSISTANT- UCLA Baggage Handler CONTACTS For questions regarding scheduling, parking, directions or meals please contact: Workforce Management PRE GAMES TIME (UNTIL 7/23): Sarah Locke-Henderson Email: sarah.locke-henderson@la2015.org GAMES TIME (7/23-8/2): Chloe Cavelier Email: chloe.cavelier@la2015.org For questions regarding delegations or the bag check process please contact: Delegation Services Center Email: delegation@LA2015.org
- 39. HONORED GUESTS Scenario Activities The followingare scenarios you might encounter as a volunteer. First read the scenario through and ask yourself what you would do in this situation. Then, flip to the next slide to see the appropriate response. BRAND STANDARDS Le Let’s Play!
- 40. HONORED GUESTS 1) A volunteerwalks up to Workforce Check-In but isn't scheduled to work that day. What do you do? BRAND STANDARDS c Scenario #1
- 41. Let’s Play! c Response #1 First,let the volunteer know it’s okay and that you’re glad they’re here. We’re always glad to have volunteers show up! Then look the volunteer up in Salesforce with your tablet to verify their schedule. Remind them of their scheduled dates (have them write it down so they remember next time!) If they still wish to volunteer for that shift, you should contact their FA manager to see if they can be of use that day. If not, encourage them to be a Fan in the Stands!
- 42. HONORED GUESTS 2) Volunteer losestheir meal coupon, what do you do? BRAND STANDARDS Scenario #2
- 43. Response #2 At theWorkforce Dining area look them up in Salesforce (on the tablet) to see if they qualify for a coupon (they must work a minimum of five hours to qualify for one coupon or ten hours to qualify for two). If they do qualify, let them in without the coupon and make note on their record in Salesforce so they do not take advantage of the system in the future. Also, gently remind them to keep their belongings in their hip pack at all times!
- 44. HONORED GUESTS 3) Transportation notifiesWorkforce that there is a big bottleneck in the Parking Lot and most volunteers are going to be late by at least 10 minutes. BRAND STANDARDS Scenario #3
- 45. Scenario #3 First, radioTransportation to determine how long it will take volunteers to reach the venue. Next, contact FA Managers, Venue Director and Competition Manager (via radio) to alert them of the problem and the time delay. Then allow them to decide how they wish to proceed based on their individual needs. Then, make note of the issue so that it may be discussed the end of the day Hub Meeting.
- 46. HONORED GUESTS 4) Wi-Fi isdown and will take 22 minutes for Technology to get it back up and running. BRAND STANDARDS Scenario #4
- 47. Scenario #4 Fortunately, Workforceis prepared for issues relating to internet and technology! We will have printed out hard copies of the volunteer roster and will check volunteers off of that list in the case of an internet crash.
- 48. HONORED GUESTS 5) It's beena long hot day and you notice the volunteers are losing energy and motivation, what do you do? BRAND STANDARDS Scenario #5
- 49. Response #5 BE CREATIVE!!!! Makeit fun, talk to them, give them water and some words of encouragement. For ex. play music, create a group cheer, have fun with it!!
- 50. HONORED GUESTS 6) In theWorkforce Dining area you overhear multiple volunteers complaining about various issues (heat, their job, the FA Lead, etc.). What do you do? BRAND STANDARDS Scenario #6
- 51. Response #6 It isimportant not to inflame the situation by creating a scene or playing up the drama. Listen to the volunteer’s concerns, be empathetic and friendly and let them know they are appreciated. Let them know that you will try your best to address their problem and take care of their needs.
- 52. HONORED GUESTS 7) Transportation ismissing a few volunteer bus greeters, what happens? BRAND STANDARDS Scenario #7
- 53. Response #7 First, radiotransportation to see if they could do without If not, reach out to other FA managers to see if they have other volunteers they could spare In the meantime reach out to missing volunteers via Workforce smartphone to determine their status
- 54. HONORED GUESTS 8) A volunteerapproaches the Workforce Check-in and wants to change their schedule. What do you do? BRAND STANDARDS Scenario #8
- 55. Response #8 Direct themto their FA manager where they will then be able to change their schedule. If the volunteer is a WF volunteer, direct them to the VWM. He/she will then try to best accommodate the volunteer’s schedule needs. Make any changes to volunteer schedules in Salesforce!
- 56. HONORED GUESTS Thank you fortaking the Volunteer Workforce Management Training. Fun fact: Research has shown that people who volunteer often live longer. Keep up the great work and thank you for all that you do!! BRAND STANDARDS Thank You!