4. Key Facts and Figures(1)
• Organizational chart and key responsibilities
Human
Resource
Department
(2015.03)
Community Volunteer Division Recruiting & Training community volunteers
Student Volunteer Division Recruiting & Training student volunteers
Management Division Managing & Allocating volunteers
Workforce Division Recruitingf full-time staff
2
5. Key Facts and Figures(2)
Benefits of Organizational charts
1.Clearly defined scope of work and affiliated government agencies
2.Optimized governments resources to further improve work efficiency
Taipei Universiade OC Government Division Available Resources Disadvantages
Community Volunteer Division
Department of Civil Affairs,
Taipei City Government
Integrated capacity of private
enterprises
1.Unevn work distribution
2.Lower work efficiency
3.Changes in execution
plan: different outcomes
Student Volunteer Division
Department of Education,
Taipei City Government
Past experiences working with
secondary and tertiary schools
Management Division
Department of Social
Welfare, Taipei City
Government
Volunteer Management Services in
Taipei
Workforce Division
Department of Sports,
Taipei City Government
Recruiting talents for organizing
sport events
3
6. Key Facts and Figures(3)
workforce People Function
Employees (full time and part time) 600 19FAs
During the SU Dispatched officer 7,879 General Venue Management (public officer)
Seconded staff 10,500 Security and Firemen
Volunteers 18,000 Assisted 19FAs
Contractors 12,816 Cleaner, Driver, IT Staff, etc.
• Types of workforce
4
8. Key Facts and Figures(4)
• Recruited and trained 18,000 volunteers
The turnout was estimated at 74%
Estimated Demand Recruited
Volunteers
Volunteers
(Completed Training)
On-Duty
Student Volunteer 11,600 14,074 11,709 8,153
International Volunteer 400 284 142 142
Community Volunteer 6,000 7,618 6,918 5,765
Total 18,000 21,692 18,769 14,060
“Number of recruited volunteers” > “Volunteers who completed the training program”Why?
Over 26% volunteers did not show up ? Why?
6
10. Planning Phase(1)
• Contracted Staff Members
-Surveyed and confirmed No. of staff needed for all the divisions
-Conducted meetings & symposiums based on the needs of each division
-Recruited talents through HR agencies
-Trainings for full-time employees
8
11. Planning Phase(2)
• Volunteers：
Established volunteer command center
-In the vicinity of main venues
-During the office hours
Set up and maintain an information system.
-Digitalized routine work that require lots of manpower
-Functions: Initial application, training courses, volunteers events,
attendance management, shift scheduling etc.
The personal information can be uploaded onto Games Management System
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12. Planning Phase(4)
• Volunteers：
Planning volunteer recruitment and promotion activities
3 Types of training courses: general, practical, venue
Recruitment
• 2014/10-2017/4
General training courses
• 2014/10-2017/6
Practical training courses
• 2016/11-2017/3
Venue training courses
• 2017/7-2017/8
Student volunteer
2014/10-2016/12
Community volunteer
2015/1-2017/4
International volunteer
2016/3-2016/12
Basic knowledge on
Universiade
Communication Skills
First-Aid
(Human Resource Dept.)
On-job training
Practical skills
(Each function area)
Venue orientation
On-job training
(Venue staff)
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13. Planning Phase(4)
Promotion activities and recruitment were carried out simultaneously
Outdoor:
-Archery Classes
-Simple Martial Arts
Classes
-Body Combat
Indoor:
-Lectures by
celebrities
-Camping Events
-Group Discussion
Performance:
-Dancing Performances
-Oath taking rally for
365 days countdown to
Universiade
Venue meeting :
-Get to know the
team members and
staff members
Facebook Link: ( https://www.facebook.com/2017tuv)
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14. Planning Phase(5)
• Volunteers
Complete venue allocation
Planning
March 2016: the upper limit for no. of volunteers is 18,000 (Taken into account shift rotation and turnout)
January 2017:to ensure the individual requirements for each venue are met
Distribution
(A)Competition Venue (School)
(B)In order of preferred cities, residence, preferred job posts
(C)Prioritize those with foreign language abilities and those who have completed the training programs
June 2017: Lack of volunteers: volunteers were allowed to choose multiple venues & different job posts
Announcement
Announcement of allocated venue and shift schedule
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15. Planning Phase(6)
• Volunteers
Incentives
Working hours
volunteers cannot work for more than 8 hours per day
During the Games
Free shuttle bus/ Tickets discounts/ Uniforms /
Souvenirs / Subsidies(NT.110/4hr) / Certification
Other Benefits - All volunteers will receive a certificate of participation
Certificate of honour: according to the tot. number of service hours
(Gold: 80hr+, Silver: 64hrs+, Bronze 48hr+)
Outstanding volunteers recommended by the staff
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19. Testing & Readiness Phase(1)
• Staff
- Estimated the manpower required for each venue
- Allocated manpower to required for the game and the venue
- Planned staff dining plan and compile a list of restaurants
around the venue
- Planned incentives: including pay increases, job promotion and
performance bonuses
-Daily allowance: up to NT. 1000 per day
( Working hours may change depending on the actual competition time)
17
20. Testing & Readiness Phase(2)
• Volunteers
- Revised VOP, manual , and the supervisor’s workbook based on the test event
- Received instructions from FA. The job descriptions of managers are as follows:
Pre-event Routine meeting
Requirement & supply verification
List of volunteers daily work schedule
Pre-event training
During event Managing volunteer attendance and statistics
Checking and confirming with absent volunteers
Reporting and handling emergencies
Handling volunteers’ complaints
18
22. Services During Games(1)
• Staff
- Attendance management
Through mobile devices, the staff punch in and out on the
cloud attendance management system
-Staff meal planning and order
-If the staff need to travel between venues for work , they are
permitted to apply for the subsidies for transportation and
accommodation
20
23. Services During Games(2)
• Volunteers- Attendance Management
-Must be in full control of the work status of all the volunteers
-In the event of accidents or shortage of volunteers, the manager should have a
direct and lateral communication with other divisions
Volunteer Command Center
• Daily attendance statistics
• Emergency volunteer deployment
• Maintaining volunteer information
system
• Handling serious complaints or
emergencies
Venue Volunteer Center
• Managing daily work schedule &
attendance
•Checking and confirming no. of absent
volunteers
•Reporting and handling emergencies
•Resolving any volunteer-related issues
21
24. Services During Games(3)
• Volunteers- Complaints
TOP 5
Unsatisfied with the venue
allocation
Shifts changed as the scheduled
competition time changed
Could not find helps when
problems occurred
Early morning/ Late night shifts
No works to do
Unexpected
Unfit uniform
Limited no. of shifts at popular
hours
Long Service Hours
22
26. Cooperation with external
parties
• Volunteer Recruitment
Collaborated with local governments, community groups &
colleagues to help promote volunteer recruitment and conduct
training courses at the competition venue
Recruitment Target Groups
Student Volunteer
Focused on college and university
students in Taiwan
Community Volunteer
Focused on governments and
community groups
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28. Dissolution Phase(1)
• Staff
- Formulated and implemented a dissolution plan
- Set up a database for future events
- Job transfer
The contracted staff will be offered a permeant job at the government
agency if the their performances are deemed outstanding. Alternatively, they
are provided with different job opportunities
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29. Dissolution Phase(2)
• Volunteers：
- Participated at the thank-you party and received public recognitions
- Based on the total number of service hours, a certificate of
appreciation will be given to the each volunteer
- Retained personal information for future references
27
31. Key Success
Planed a set of comprehensive education trainings
Established a comprehensive information system
Provided various activities to maintain passion and coherence
Volunteer commend center served as the point of communication
to resolve any disputes and protect the right of volunteers
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32. Challenges
Volunteers, staff and firms have overlapped on the obligation
The basic rights of volunteers might be ignored
Volunteers are not familiar with what they have to do
Hard to maintain the passion and coherence
30
33. Recommendations
Set the threshold for volunteer recruitment and clearly define the role of job
Recruited volunteers in groups ; Main focus:“Venue Training”
Made all staff & volunteers familiarized with the venue & jobs as early as possible
Established a flexible information system to accommodate changes in schedules
Chose a model venue and conducted a “venue dot planning” with all venue-
related functions
Set up one volunteer management division to avoid confusions
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