Volunteer Training Manual - LONDON 2018 ONTARIO SUMMER GAMES - Sponsored By: London 2018 Ontario Summer Games
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LO ND O N 2018 • ON TA RI O S UM M E R G A ME S
Volunteer
Training Manual
Sponsored By:
Table of Contents
2. OSG Volunteer Welcome Letters
8. Welcome
9. About the Games
10. Games Organizing Committee
11. Volunteer Code of Conduct
13. Accessibility
14. Important Games Information
17. Medical & Safety
18. Contact Information
20. Sport Schedules, Maps & Venues
23. Checklists
24. Note Page
25. Our Sponsors LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
August 2018
It is with great pleasure that I welcome all gathered for the London
2018 Ontario Summer Games. Whether you are attending from near or
far, I congratulate you all for coming together in the spirit of friendly
competition.
Sports have so much to offer. Beyond their excitement and thrill,
they provide an opportunity to learn important lessons and life skills,
including resilience, determination, co-operation, and teamwork. It is in
this spirit that I encourage the more than 3,500 athletes, coaches and
officials assembled to continue to participate and to share with others all
that that sports can teach us.
My warmest wishes go to the very talented people taking part in
these games. You challenge us to rise a little higher, go a little faster,
and grow a little stronger. As Her Majesty The Queen’s representative in
Ontario, and on behalf of all Ontarians, I thank the more than 1000
volunteers whose dedication and hard work have ensured the success
of these games.
Enjoy yourselves!
Elizabeth Dowdeswell
2
AUGUST 2-5, 2018
G reetings from the Honourable Sylvia Jones
M inister of T ourism, C ulture and S port
On behalf of the Government of Ontario, I am delighted to welcome everyone
to the 2018 Ontario Summer Games in London.
The Games are a showcase of the skill and determination of our athletes, and
the spirit of fair play and inclusiveness for which our province is known. I
applaud the athletes, coaches, managers, officials, and volunteers for your
commitment to excellence and for being positive examples of healthy and
active living.
My gratitude goes out to the City of London, the Games Organizing
Committee, and to all the staff and volunteers who make these events
possible. Your enthusiasm, expertise, and professionalism continue to
reinforce Ontario’s reputation as a leader in sport development.
I hope you have a fun and memorable event!
Best wishes,
Sylvia Jones
Minister
3
office August 2 – 5, 2018
of mayor
matt brown
Dear Organizers and Volunteers,
On behalf of the City of London and the entire City Council, I would like to
welcome you to the 2018 Ontario Summer Games in London.
I would like to thank the organizers and volunteers for all their hard work to
make this event a success. London is a sports city through and through
and to host the Ontario Summer Games is truly a privilege.
London is home to some of the province’s premier sports venues. By
supporting the Ontario Summer Games we will be hosting families from all
over the province who may not have had the opportunity to visit London
prior to this.
You are all representatives of our great City.
Thank you again for volunteering your time to make the Ontario Summer
Games possible in our beautiful City.
Sincerely,
Mayor Matt Brown
300 Dufferin Avenue
P.O. Box 5053
London, ON Canada
N6A 4L9
the corporation of
the city of london
t. 519.661.4920
f. 519.661.5308
mayor@london.ca
london.ca 4
5
6
Becoming an outstanding athlete takes extraordinary time and dedication.
Being an outstanding volunteer – a coach, driver, parent or fan – also takes time and
dedication.
The success of any large event like the Ontario Summer Games depends a great
deal on the commitment of volunteers. As a university, we are no different – each
year we benefit greatly from the enthusiastic support of hundreds of students,
faculty, staff and alumni volunteers.
Western is proud to be an Official Volunteer Sponsor of the London 2018 Ontario
Summer Games. And, as one of the host sites for the Games, we are thrilled to
welcome the hundreds of athletes, coaches, support staff and families.
These Games bring together diverse athletes from coast to coast to coast. In many
ways, it’s a reflection of the diversity of our own campus community of which we are
incredibly proud.
Whether you are visiting Western for the first time or are a regular visitor to our
campus – WELCOME! On behalf of our campus community, I wish you all the best
for success in your competition and an experience filled with fond and lasting
memories.
Warmest regards,
Amit Chakma
7
LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Welcome
Welcome to the volunteer training session! Thank you so much for volunteering at the Ontario
Summer Games proudly sponsored by CIBC and Western University! Without your help, dedication
and time the games would not happen. With your help we are going to make the games
memorable for theses athletes.
Throughout this Volunteer Training Booklet, you will learn and read everything it takes to be a
Ontario Summer Games Volunteer! You will learn everything from the Code of Conduct, how to do
your role, and much more! In the back of the book you will find a check list of things to remember
and bring for each volunteer shift. You will also find a notes section if you wish to take notes during
the training session.
Remember to take this book home after your training session to go over all the information before
your volunteer shift. Thank you again for volunteering!
To follow what is happening during the games follow us on Twitter, Instagram and Facebook
@OSGlondon2018 or check out our website at www.london2018.ca.
8
LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
About the Games
ARCHERY ATHLETICS BASEBALL BASKETBALL BEACH VOLLEYBALL BOX LACROSSE CANOE KAYAK SPRINT
DIVING FIELD LACROSSE FIELD HOCKEY SOCCER GOLF HOCKEY MOUNTAIN BIKE
ROAD CYCLING RUGBY SAILING SOFT BALL TABLE TENNIS TRIATHLON VOLLEYBALL
The Ontario Games Program started in 1970 in Etobicoke as a showcase for amateur sport. They
have now become Ontario’s largest multi-sport event, including both team and individual sports.
Provincial level athletes from ages 12 to 18 qualify through a selection process conducted by the
Provincial Sport Organizations (PSOs). The Games take place every two years and are awarded
through a competitive process. They are supported by the Province of Ontario in collaboration with
host communities. This year we have approximately 3500 athletes, coaches, managers and officials
participating in 21 sports.
The London 2018 Ontario Summer Games marks the fourth time this event has been hosted in
London, with the most recent being 2004. Along with the Ontario Summer Games (OSG), London
has also played host to the Canada Summer Games in 2001, Ontario Winter Games most recently
in 2005, and the Special Olympics Canada Summer Games back in 2010. For many althletes, the
Ontario Summer Games is the highlight of their sporting career while for others the games are a
stepping stone for the Pan Am Games or even the Olympics.
For more information about the games and the sports please visit http://www.london2018.ca/sports.
9LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Games Organizing Committee
BILL MERRYLEES • CHAIR
BARB EMRICH • VICE CHAIR
AIMEE MAGGIACOMO / RYAN ALBRIGHT / JUSTAN STEELE • GAMES ONTARIO CONSULTANT
CHERYL FINN • HOST COMMUNITY REPRESENTATIVE
ZANTH JARVIS • HOST COMMUNITY REPRESENTATIVE/CHAIR, MARKETING
DAVE DE KEVLER • GAMES GENERAL MANAGER
LEO DESUMMA • CHAIR, ACCREDITATION
JACKIE CORBY • CHAIR, ADMINISTRATION
MIKE KOENIG • CHAIR, FINANCE
PETER GLEN • CHAIR, LOGISTICS
DR. GRAHAM BRISCOE • CHIEF MEDICAL OFFICER
ANDREA PAYNE • CHAIR,OPENING CEREMONY
STU EWING • CHAIR, SECURITY
BILL CHANTLER • CHAIR, SPORT
ROB BROWN • CHAIR, TRANSPORTATION
BRIAN MURPHY • CHAIR, VOLUNTEERS
CLIFF FIELDER • CHAIR, ATHLETE ACCOMMODATIONS & FOOD SERVICES
KAYLEIGH SCOTT • GAMES PUBLIC RELATIONS INTERN
10LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Volunteer Code of Conduct
Volunteers are essential to the success of the London 2018 Ontario Summer Games, and we thank you
for your involvement! Volunteers are the frontline representatives for the Games and help establish,
and protect the brand of the Games, and the City of London. We ask that each of you maintain
professionalism at all times and adhere to this Volunteer Code of Conduct.
All Volunteers of the 2018 Ontario Summer
Games are Expected to:
• Be enthusiastic, welcoming and maintain a positive attitude while on duty;
• Participate in the spirit of fair play, cooperation, inclusiveness and respect for others at all times;
• Respect all London 2018 Ontario Summer Games participants including, Athletes, Coaches,
Officials, Volunteers and the Games Organizing Committee staff;
• Volunteer to their best ability;
• Respect the directions of Games Organizing Committee members;
• Respect the rights of the City of London residents in and around the venues;
• Regard participation in the London 2018 Ontario Summer Games as a privilege;
• Conduct themselves in a manner that ensures a safe and harassment-free environment
for all participants.
Breach of Conduct Repercussions
In the event that a volunteer is believed not to be adhering to the Code of Conduct, they will be asked
to return their accreditation and volunteer uniform and be removed from their role.
11LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Volunteer Code of Conduct
2018 Ontario Summer Games Rules for All
Participants and Volunteers
The following is a list of the rules to be followed by all participants and volunteers for the London 2018
Ontario Summer Games.
• The 2018 Ontario Summer Games are alcohol, drug and smoke free events, as such we
expect all to adhere to this policy at all Games venues, facilities and events;
• We would ask that volunteers limit cell phone usage to maintain the priority and focus the
service the Games athletes and spectators;
• Be punctual for all 2018 Ontario Summer Games functions and activities; and in the event that
an unforeseen situation may cause you to be late, or to miss an event, inform the Games Volunteer
Office, Venue Manager or Sport Manager. Obey all federal laws, provincial laws of Ontario and
municipal by-laws;
Inappropriate Behavior and Activities
Behavior and activities that obstruct or hinder the rights of others to enjoy the Games is
unacceptable and prohibited. Activities that are unacceptable and prohibited include:
• Any activity intimidating/threatening to others, including, behavior that is unsportsmanlike,
disrespectful, harassing, abusive, racist, sexist, dangerous or criminal: these include fighting,
molesting, harassing, or using profanity/obscene language directed at others;
• Engaging in horseplay, causing unsafe conditions or disrupting a program or event;
• Consumption or possession of alcohol or illegal substances (drug) and tobacco use;
• Wearing attire or displaying material intolerant of human rights;
• Vandalizing property;
• Betting and gambling or bribery
• In-line skating/skateboarding/bicycling, except where permitted facilities;
• Blocking thoroughfares/corridors/stairways/exits, and;
• Causing unsanitary conditions.
12LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Accessibility
As a volunteer, you have a role to play in creating an inclusive environment. It is important to remember:
• Be prepared to respond efficiently and sensitively when providing assistance.
• Do not let one characteristic define someone.
• Sometimes we do things differently, but everyone is capable.
• Every individual should be treated equally in all situations.
• Politely ask if you can provide assistance.
• Always listen, and ensure you let the individual lead you to what is required for proper assistance.
Most importantly, always remember – put the person first, ask, and listen!
13LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Important Games Information
On Your Shift
Make sure you arrive 15 minutes before your shift begins. Check in with your Volunteer
Supervisor/Venue Supervisor/Team Leader as soon as you arrive. Remember you must
sign in and out for each shift! Before your shift you will receive exact start times, location,
sport and the name of your Volunteer Supervisor for each of your shifts. However, upon
arrival, you may be asked to work a different role than your agreement stated. Please
be flexible! If you are unable to attend your volunteer shift, please call 519-850-2328
as soon as you know. Do not find your own replacement!
Uniform
During your volunteer training session, you will get a volunteer shirt. You are expected
to wear your volunteer shirt at all times when assisting with the Games. It should not
be worn when you are not involved with the Games. Make sure you wear comfortable
footwear and dress for the weather. The Games continue rain or shine! Arrive looking
professional and ready to engage; remember that you are an ambassador of the
Games and the City of London.
Volunteer Accreditation
During your volunteer training session you will get an accreditation pass and a bus pass.
Your accreditation pass is your Games accreditation (ACR). This must be worn at all
times while volunteering. It will grant you access to your assigned venue(s) and to
headquarters. If you lose or forget your Games ACR please contact the
Games Office immediately.
Personal Property
Please do not bring valuable such as laptops, cameras, tablets, speakers etc to your
volunteer shift. There is no secure storage available for personal items. We will not take
responsibility for loss, theft, or damage to volunteers’ personal possessions. Whatever
you bring with you on your shift will need to stay with you while working!
14LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Important Games Information
Food
Lunch will be provided for volunteers who are working more than 4 hours. There will
be water provided for all volunteers at each venue. You will find volunteer lunches in
volunteer rest areas. Remember to bring your own snack if you get hungry throughout
your shifts and to keep your blood sugar up!
Tracking Your Hours
Please check-in and check-out with your volunteer Supervisor at your designated venue.
Volunteers in high school may wish to seek volunteer hours. At the end of the games,
we will send out a certificate that can used to ensure you get credit for your volunteer
hours for high school, or post-secondary co-curriculum.
Waste and the Environment
Remember when you are volunteering you have to make sure your area looks clean.
If you see it on the ground, pick it up! Please notify your volunteer Supervisor if the
garbage bins need attention to call venue staff to empty the garbage. Please do not
touch any biohazardous materials. If or when you see biohazardous materials report to
your supervisor. Please do your part to make your volunteer area clean as it can be!
Transportation & Parking
We ask all volunteers to find their own transportation to and from all events and
venues. London Transit is free with bus pass given to you NOT YOUR VOLUNTEER
ACCREDITATION. When finding out where to park at each venue please go to http://
www.london2018.ca. Plan your transit, ensure you leave enough time to arrive to your
venue before the start of your shift!
Media Information
If you are approached by the media please direct them to your Supervisor.
Do not speak to the media at any time.
15LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Important Games Information
How to be a Model Host
We encourage you to be the best Model Host! The Games will attract visitors from
across the province who may be experiencing our city for the first time. It is up to you
to assist our visitors and help them navigate their way around the city and the games.
Provide excellent customer service by:
• Using approachable body language
• Smiling and making eye contact
• Greeting athletes and spectators
• Offering your assistance
• Being sincere and engaging
• Providing encouragement to all
Exceptional guest service happens when we:
1) COMMUNICATE
Communication, both verbal and non-verbal, will set the tone of any interaction and
can have affect the response of others. This applies to guests and co-workers.
2) LISTEN
A volunteer cannot be an effective communicator without being an effective listener.
Being an effective listener entails maintaining eye contact, asking questions when
something is not clear and repeating facts back to the guest.
3) PUTTING THE GUEST FIRST
Invest in our guests’ experience. Follow through on the concerns of guests so they
can be addressed and corrected, if necessary.
By providing all of these customer services you are showing visitors and residents of
London that we are a wonderful city!
16LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Medical & Safety
When at your volunteer shift always be safety conscious during the games. If needing help with
anything ask other volunteers and supervisor e.g. heavy lifting. Always be aware of your surrounding
and any potential hazards. If you see a hazard make sure you report it to your supervisor. Make sure
when arriving on site you know where the medical staff is located. Medical staff and volunteers will be
wearing red t-shirts. Drink water and snack regularly to help you with the heat. Please report any injuries
to your Volunteer Supervisor and to medical staff.
In case of an emergency - Call 911 for emergencies and then notify your supervisor. No photos,
videos or messages about injuries or medical emergencies are to be communicated over social media.
Each Venue has evacuation plans that are to be followed in case of fire and emergencies.
As a volunteer you can contribute to a safe working environment by:
• Setting an example of working safely.
• Talking about safety.
• Asking questions.
• Reporting incidents immediately.
• Refusing unsafe work.
• And, most importantly, communicating – SEE SOMETHING, SAY SOMETHING. If you see
something nearby, it is your duty to communicate and speak up.
Volunteer Right of Refusal Due to Unsafe Work
If a volunteer feels that what they are being asked to do is unsafe, they should be aware that they
have the right to refuse to do it and are required to report it to the Games Organizing
Committee immediately.
Volunteer Right of Refusal Due to Harassment
If a volunteer feels unsafe or threatened, they should be aware that, they have the right to refuse work
and report it to the Games Organizing Committee immediately.
17LONDON 2018 ONTARIO SUMMER GAMES
AUGUST 2-5 LONDON, ON
@OSGlondon2018
#GetYourGameON
Contact Information
ONTARIO SUMMER GAMES HEADQUARTERS
London Hall
1140 Western Rd, London, ON N6G 0A3
Volunteer Land Line: 519-850-2328
Games Office: 226-239-7619
Volunteer Email Adress: volunteer@london2018.ca
Ontario Summer Games Website: www.london2018.ca
IN CASE OF AN EMERGANCY CALL 911 THEN CALL GAMES OFFICE
18Helping Your Business
Stay Ahead of The Game
At MNP we know that running a successful business is like being an athlete – it takes hard
work and dedication. By providing strategic business advice, our team of experienced
advisors helps optimize your performance so you stay competitive and profitable.
We work closely with you to create industry-specific business solutions that enable you to
be at the top of your game, every time.
Contact Jim Dunlop, CPA, CA, LPA, at 519.679.8553 or jim.dunlop@mnp.ca
MNP.caStiller
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© 2015. The Cartographic Section, Dept. of Geography, Western.
22LONDON 2018 ONTARIO SUMMER GAMES
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@OSGlondon2018
#GetYourGameON
Checklists
Checklists
Use the checklist below to help get organized and prepaired for your time as a games Volunteer!
Accreditation (must be worn at all times)
Uniform (to be worn only when actively volunteering)
Shift Information (know where you are going and what time
you’re expected to arrive)
Name of Sport Manager(who to find when you arrive)
Name of volunteer supervisor (who to connect with
throughout your shift)
Wear a Hat
Water/Snack
Sunscreen/Bugspray
A pair of comfortable shoes
Umbrella (Incase it rains)
Positive attitude
Your beautiful smile!
23LONDON 2018 ONTARIO SUMMER GAMES
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@OSGlondon2018
#GetYourGameON
Note Page
With this note page provided you can write any additonal information during the training session.
24LONDON 2018 ONTARIO SUMMER GAMES
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@OSGlondon2018 #GetYourGameON
Our Sponsors
25#OSG2018
#GetYourGameON
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