This document provides an overview of training for Venue Workforce Managers, Deputy Managers, and Assistants for the Special Olympics World Games. The training agenda covers the Games Organizing Committee, Volunteer Workforce Management roles and responsibilities, and key policies. Trainees will learn about their specific roles, such as checking in volunteers and distributing meal tickets. The document introduces the Venue Workforce Management teams for various venues. Key policies around uniforms, credentials, meals, and check-in procedures are also outlined.

1. Venue Workforce Manager, Deputy Venue Workforce Manager & Venue
Workforce Assistant Training

2. WELCOME!
!!
First off, we would 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 TRAINING WILL 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 MANAGEMENT OVERVIEW
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
USEFUL SKILLS 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
Reports to: 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 TO YOUR 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 TO YOUR 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 WORKFORCE MANAGER
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 TO YOUR 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 Workforce Assistant 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
We have A LOT of Workforce Assistants!
(Too many to fit on one slide…)

17. HONORED
GUESTS
Uniforms
All Workforce members will 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 Meal Periods
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 order to 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)
During the 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 Workforce Management 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 THE VENUE
• 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 communication between 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 you are 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 for problem 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 will work 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
Any scheduling 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 the most 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 EQUIPMENT TO 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
● Check in 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 HALL LOCATIONS:
• 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
USC Dining Hall Locations
CAFÉ 84
EVK
RTCC
PARKSIDE
ROLES: WORKFORCE ASSISTANT- USC Athlete Dining

34. HONORED
GUESTS
PROCESS AND RESPONSIBILITIES
Certain delegations (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
● Check in 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 WORKFORCE ASSISTANT- 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 WORKFORCE ASSISTANT- 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 following are 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 volunteer walks 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 loses their meal coupon, what do
you do?
BRAND
STANDARDS
Scenario #2

43. Response #2
At the Workforce 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 notifies Workforce 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, radio Transportation 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 is down and will take 22 minutes for
Technology to get it back up and running.
BRAND
STANDARDS
Scenario #4

47. Scenario #4
Fortunately, Workforce is 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 been a 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!!!!
Make it 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 the Workforce 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 is important 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 is missing a few volunteer
bus greeters, what happens?
BRAND
STANDARDS
Scenario #7

53. Response #7
First, radio transportation 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 volunteer approaches the Workforce
Check-in and wants to change their schedule.
What do you do?
BRAND
STANDARDS
Scenario #8

55. Response #8
Direct them to 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 for taking 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!