Volunteer Handbook by awg2024

Volunteer Handbook

@awg2024

@awg2024 @ArcticWinter Games-cz5ry

Volunteer Handbook

*As of November, 2023

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My Personal Details This is your personal Games Volunteer Handbook. Please read it thoroughly and bring it with you while on your shift. This handbook belongs to Name: Phone Number: Email: Emergency Contact Name: Phone Number:

Welcome to the Games! All the long hours of planning, organizing and anticipation for the Games has finally paid off and the 2024 Arctic Winter Games have finally arrived. Let’s all take advantage of this excellent opportunity to showcase to our Northern neighbors what Alaska has to offer, from our beautiful landscape to the energy and excitement of our dedicated volunteers. The 2024 Arctic Winter Games would not be possible without the generous contributions of your time, energy and enthusiasm. As a volunteer, you are an important asset to the Games and a vital component to its success. I am proud to have the opportunity to participate in this exciting event and work closely alongside so many dedicated volunteers. Thank you for “Rising Strong!”

Mandy Mitchell VOLUNTEER PROGRAM MANAGER Mat-Su 2024 AWG Host Society A W G I N F O R M AT I O N

Volunteers: The Heart of the Games We value the contribution of each and every volunteer who has come forward to be part of this incredible community event. The Volunteer Division of the 2024 AWG believes in having the right volunteer in the right place at the right time, with the right training and the winning attitude to do the best possible job.

About The Games MISSION

ACK N OW L E D G I NG T H E LAND

To share the spirit and beauty of the Mat-Su by hosting a world-class event that promotes healthy recreational activities and empowers future leaders through sport and culture.

We would like to acknowledge that the Mat-Su 2024 Arctic Winter Games are taking place on the ancestral land of the Dena’ina’ and Ahtna Dene who have stewarded this area of Benteh and Nuutah for thousands of years. Our community thrives thanks to their continued sharing of vision, wisdom, values, and leadership. We offer our respect to their Elders past and present and to current Tribal leaders.

V ISION STATEMEN T Mat-Su 2024 Arctic Winter Games unites and celebrates our community while connecting us to our Northern neighbors. VA LUES RISE — Resilience, Inclusion, Strength and Excellence

A W G I N F O R M AT I O N

Non-Competition Venues

AS O F O CTO BE R 23, 2023 SUBJECT TO CHANGE

V E NUE

EVENT OR USE

A D DR ES S

Curtis D. Menard Memorial Sports Center

Opening and Closing Ceremonies

101 S. Clapp Street Wasilla, AK 99654

Alaska Airlines AWG Headquarters (Palmer Train Depot)

Merchandise Hub, Pin Trading, Alumni Lounge, Ticket Sales, Information Kiosk

655 S. Valley Way Palmer, AK 99645

Glenn Massay Theater

Indigenous Fashion Show & Pumyua Concert and Cultural Gala

8295 E. College Dr. Palmer, AK 99645

Eklutna 1 Colony HS

Participant Village

9550 East Bogard Road Palmer, AK 99645

Eklutna 2 Colony MS

Participant Village

9250 East Bogard Road Palmer, AK 99645

Nuutah 1 Palmer HS

Participant Village

1170 W. Arctic Ave. Palmer, AK 99645

Nuutah 2 Palmer Junior MS

Participant Village

1159 S. Chugach St. Palmer, AK 99645

Benteh 1 Wasilla HS

Participant Village

701 E. Bogard Rd. Wasilla, AK 99654

Benteh 2 Wasilla MS

Participant Village

650 Bogard Rd. Wasilla, AK 99654

Alaska State Fairgrounds

Winter Carnival/Participant activities (Thu, Fri, 15:0021:00, Sat 11:00-16:00)

2075 Glenn Hwy. Palmer, AK 99645

Valley Pathways School*

Results Center

1150 N. France Rd. Palmer, AK 99645

Sherrod ES*

Participant Village (medical)

561 N Gulkana St, Palmer, AK 99645

Iditarod ES*

Volunteer housing

455 E Carpenter Cir, Wasilla, AK 99654 *Not open to the public A W G I N F O R M AT I O N

Competition Venues

AS O F O CTO BE R 23, 2023 SUBJECT TO CHANGE

V E NUE

EVENT OR USE

A DD R ES S

Curtis D. Menard Memorial Sports Center

Hockey & Dene Games

101 S. Clapp Street Wasilla, AK 99654

MTA Event Center

Curling

1317 S. Kerry Weiland Ct. Palmer, AK 99645

Kincaid Park - Anchorage

Ski Biathlon and Snowshoe Biathlon

9401 Raspberry Rd. Anchorage, AK 99502

Harry J. McDonald Memorial Center - Eagle River

Figure Skating and Short Track Speed Skating

13701 Harry McDonald Rd. Eagle River, AK 99577

Brett Memorial Ice Arena

Hockey

746 E. Bogard Rd. Wasilla, AK 99654

Government Peak Recreation Area

Cross-Country Skiing

10690 N. Mountain Trails Dr., Palmer, AK 99645

Denali Gymnastics & Fitness

Gymnastics

300 E. Kalli Circle Wasilla, AK 99654

Screaming Eagle Archery

Archery

210 E. Park Ave. Wasilla, AK 99654

Skeetawk Ski Area

Alpine Ski and Snowboarding

13500 N. Skeetawk Circle Palmer, AK 99645

APU Kellogg Campus

Snowshoeing - Long Distance

6404 Lossing Road Palmer, AK 99645

Glenn Massay Theater

Cultural performances and concert

8295 E. College Dr. Palmer, AK 99645

Eklutna 1 Colony HS

Badminton

9550 East Bogard Road Palmer, AK 99645

Eklutna 2 Colony MS

Arctic Sports

9250 East Bogard Road Palmer, AK 99645

Nuutah 1 Palmer High School

Futsal

1170 W. Arctic Ave. Palmer, AK 99645

Nuutah 2 Palmer Junior MS

Volleyball, Snowshoe Sprints

1159 S. Chugach St. Palmer, AK 99645

Bentah 1 Wasilla HS

Basketball

701 E. Bogard Rd. Wasilla, AK 99654

Bentah 2 Wasilla MS

Table Tennis

650 Bogard Rd. Wasilla, AK 99654

Sutton ES

Dene’ Games Snow Snake (Tuesday), Pole Push (Friday)

4 Wright Way Mile 61 Glenn Hwy N., Sutton, AK 99674

Teeland MS

Wrestling

2788 N. Seward Meridian Pkwy., Wasilla, AK 99654 A W G I N F O R M AT I O N

Transportation & Parking

All volunteers will need to review which venue they are working at and may need to make arrangements for drop-off and pick up.

Cultural Events The Arctic Winter Games are unique in that they are a celebration of Sport as well as Culture. A full week of cultural activities mirrors the schedule of sporting competitions, and all guests, spectators and volunteers are encouraged to attend the public cultural events. For a schedule of public events, or to buy tickets, more information is available at Games information kiosks, in the printed Spectator Guide and online at awg2024.org. VENUE

EVENT OR USE

AD D R ES S

Curtis D. Menard Memorial Sports Center

Opening and Closing Ceremonies

101 S. Clapp Street Wasilla, AK 99654

Alaska State Fairgrounds

Winter Carnival/Participant activities (Thu, Fri, 15:00-21:00, Sat 11:00-16:00)

2075 Glenn Hwy. Palmer, AK 99645

Glenn Massay Theater

Indigenous Fashion Show & Pumyua Concert, and Cultural Gala

8295 E. College Dr. Palmer, AK 99645

A W G I N F O R M AT I O N

My Volunteer Information MY VOLU N TEER J OB : R E SP ONSI BI LI T I E S:

MY VOLU N TEER L EA D : PHO NE NUM BE R : MY V ENU E: OPS C EN T E R #:

C H E C K-IN LOCAT I ON:

My Co-Volunteers N A MES & C ON TAC TS:

Host Society Headquarters | 902 E Palmer-Wasilla Hwy | Palmer, AK 99645 GETTING READY

My Volunteer Schedule Your Volunteer team is depending on you! Please make every effort to arrive 15 minutes before your shift begins and to be ready to work your shift. If, for some reason, you cannot make it for a shift, please contact your lead as soon as possible, as well as the volunteer hotline: 907-745-4294

DAT E

TIME

VEN UE

DATE

TIME

VENUE

GETTING READY

Volunteer Uniform: Wear and Care Guidelines The design of your Volunteer Jacket was chosen for many reasons. The Arctic Winter Games brings together the people of the Circumpolar North and organizers wanted the volunteer jacket to truly reflect our North. The jacket was chosen to provide the ability to easily layer up or down for the conditions and your activities. Your Volunteer shirt was chosen for one reason: you will stand out in a crowd. It will be important that you are easily identifiable as someone who can provide assistance, directions and more as you work with the thousands of athletes and visitors during the Games. VOLUN T EER U N I F OR M T I P S 1.

There are about 2000 other jackets just like yours! Be sure to mark your name in each piece of your uniform.

Do not otherwise alter or modify your uniform.

Do not wear additional clothes over your uniform while on duty, with exception to a security vest if your job requires one.

If you need to layer for warmth, your outermost layer must be your uniform.

Other logos or trademarks must not be visible at any time while on duty.

Keep your uniform clean and presentable at all times.

Protect your uniform from damage, loss or theft. It is a valuable asset and a souvenir of your AWG experience.

Do not wear your uniform if you are at the venue as a ticketed spectator.

If you are in uniform, you are representing the 2024 AWG: be alert, friendly, courteous and mindful of how your actions may be viewed by others. General Volunteer

VOLUN T EER UN IFORM COLOR K EY

Security Volunteer (with safety vest) Medical Volunteer Major Officials Host Society

GETTING READY

Accreditation Badge Accreditation Badge is required to access all 2024 AWG Venues. Access privileges are assigned according to your role during the Games. Your accreditation is nontransferable and cannot substitute as a ticket. Accreditation does not provide seating/standing at competitions or cultural venues. If you use your accreditation inappropriately, your accreditation can be revoked.

DO: Wear your accreditation badge at all times while volunteering for the Games. Hang your accreditation badge around your neck with the photo facing outwards and visible. Access venues only during your assigned shift.

GETTING READY

DO N OT: Attempt to access venues and/or zones other than those displayed on your accreditation badge. Attach items (e.g. pins or stickers) to your accreditation badge. Lanyards are great for this! Wear your accreditation badge while attending an event as a spectator. Loan out your accreditation badge to anyone.

7 Things to Prepare For My Shift 1.

Am I wearing my full uniform?

Do I have my accreditation? I need my accreditation badge to gain access to the venue.

Do I know where I’m supposed to sign-in at the start of my shift?

Make sure you have:

Have I eaten a nutritious meal and had a good sleep?

Have I planned my transportation to the venue? WiIl it get me to the venue in time to start my shift? Have I allowed for extreme weather?

• This handbook • A pen or pencil • Warm clothing for cold weather • Sunscreen/sunglasses and lip balm (if working outdoors)

• Any specialized items needed to perform my tasks

GETTING READY

Food and Breaks You can expect to receive adequate breaks. Snacks and water will be provided. If you’d like to bring your own food, some venues may have a fridge and microwave in the volunteer lounge, and/or food may be available for purchase at some venues. WH IL E ON S H I F T, D O N OT: Let yourself get distracted from your duties. Use discretion in terms of personal cell phone use. If your position requires the use of cell phones, radios, or other electronic devices, they may be supplied. Smoke in any venue, except in designated smoking areas. Conduct pin trading (save this for after your shift). Display other trademarks or logos when you are in uniform. Consume alcohol or use any banned substance.

Service Excellence Volunteers will leave a lasting impression on thousands of visitors, participants, officials, special guests and media. You are an AWG ambassador! Providing the best Games experience means delivering on our promise of service excellence. We are hosting the Circumpolar North! Be mindful of your actions and keep in mind these simple tips to ensure you provide the best service possible:

TH I N K

SAY

Positive approach and attitude

Warm, welcoming and friendly

Be proactive

ON DUTY

How to be a Great Volunteer 1.

Be courteous. Treat everyone with respect. 2. Smile; be positive. 3. Be a team player. 4. Keep your uniform and yourself looking clean and neat. 5. Arrive 15 minutes before your scheduled shift begins. 6. Be flexible, anything can happen! 7. Do your best to help. If you are unable to answer a question, refer to someone who can. Don’t guess! 8. Be knowledgeable about local tourism services and information specific to the Games. 10. Remember to sign in/out for your shifts. 11. Have fun! It’s contagious!

C USTOM E R CARE ST RAT E GY: G . A . M .E .S. Get their story Acknowledge their feelings Make a proposed plan of action Execute it with consent Send them off with a “Thank you” and a smile

Language Services All official Games communications are in English. We will have access to translators if needed. Use the QR code provided to use your phone as a translator - most modern smart phones are equipped to help you with this!. The most common requirements for translation services are for Greenlandic/ Danish. There will be in-person interpreters at sport venues when Greenland teams are competing. Where required, in-person interpreters will assist mission staff, coaches and officials. An on-call system for access to translators 24/7 will be set up in case of an emergency by providing the Greenlandic-speaking teams with a cell phone and contact info. GOOGLE If you need help communicating with T RA N S L AT E someone, ask your supervisor.

ON DUTY

Celebrating Cultural Diversity Hosting the Games means welcoming guests from other cultures, and respectfully honoring cultural differences. H ER E A R E S OME TI PS T HAT M AY HE L P : Smile warmly, be polite, courteous and patient. Follow the lead of your guest regarding eye contact, handshakes and personal space. Avoid hand gestures and speak clearly; if you think someone doesn’t understand you, try using fewer words or rephrasing your idea with different words. Give information simply, using current maps and/or landmarks. Attempt to check with the guest to ensure he or she understands you. Avoid inappropriate humor, slang or jargon.

G RE E T IN G O UR V I S I TORS

Contingent Flag This will be used to identify what contingent a participant is a member of and may help to identify those with language translation needs.

Alaska

Northwest Territories

Sapmi

Alberta North

Nunavik Quebec

Yukon

Kalaallit Nunaat

Nunavut

These are translations and pronunciation of basic greetings in the various languages of the Circumpolar North. HE L LO

W E LC O M E

Sami (Team Sapmi)

Hei or burres

Bures boahtin

Danish

Hej

Velkommen

Greenlandic

Haluu

Cree

Tánisi

Wachiya

Dene

Wotziye

Edlanet’e

French

Bonjour

Bienvenue

Inuktitut

ᐊᐃ [AI]

ᑐᖓᓱᑎᒋᑦᑎ

[HAY OR BOOR’ES]

[HI, LIKE ENGLISH]

[BONG-ZHOOR]

[BOOR’ES BOA’TIN]

[VEL-KOM-MEN]

Tikilluarit

[“KI”=”CHI,””LL”=”TL”]

[BYEN-VE-NOO] [TUNGASUGIT]

ON DUTY

Bridging Disabilities REMEMBER : People first: Put the person first, not the disability. Example: Someone is a person with a disability, not a disabled person. Just ask, just listen: Ask if you can help, then listen carefully to the response and repeat it back to clarify. Speak directly: Talk to the person with the disability, not their companion, assistant or sign language interpreter. Ask if the individual would like to go to a quiet space to talk. Know your venue: So you can assist people with the location of access ramps and wheelchair accessible washrooms.

5 Things to End My Shift 1.

Confirm my next shift on GEMS.pro. If you do not have regular computer access, ask to have your schedule printed for you.

Sign out at the volunteer lounge.

Ensure I have my full uniform, accreditation badge and all my belongings with me before I leave.

If I remain in uniform, I am representing the 2024 AWG. I will be mindful of how my actions may be viewed by others.

Get a good night’s sleep.

ON DUTY

Key Services and Information Information Kiosks - Information kiosks are located in most sport venues, providing customers with details on competition times, results, transportation, tourist information and lost and found. If your venue doesn’t have an info kiosk, ask your supervisor where to direct customers. Medical - Each venue has a medical station. Find out the location of your venue’s medical station from your venue’s information kiosk. Media - You may answer media inquiries regarding your personal Games experience. Beyond your specific role in the Games, you should not provide details about AWG policies or provide official comments about events, sports or other information regarding the AWG to the media or general public. Please refer

any media interviews to your supervisor. Remember that nothing is “off the record”. Innocent remarks can result in misinformation or fuel rumors about the Games and can be harmful to the success of the event. If you do not know who to contact regarding media requests, please call the AWG Headquarters at 907-745-4294. Security - Each venue has designated security volunteers and protocols for emergencies. Find out the location of your venue’s security team. Ticketed Events - Volunteers are allowed to watch events prior to and after their shift. Tickets must be purchased for ticketed events such as Gold Medal Games, cultural events, etc.

Harassment - AWG considers harassment of any kind unacceptable. Harassment in the volunteer workplace may include (but is not limited to) words, gestures or actions that annoy, alarm or abuse another person or create an intimidating, hostile or offensive working environment. Volunteers are asked to immediately report offensive conduct to their supervisor or security. Official AWG Merchandise - “Games-wear” and official AWG merchandise can be purchased at several locations during the Games: visit shop.awg2024.org to view the merchandise shop schedule Volunteer Headquarters - The Volunteer Center will serve as a central support system to volunteers during the Games. The Games Operations Center 902 E. Palmer- Wasilla Hwy, Palmer, AK 99645. To reach the Volunteer Hotline, call 907-745-4294, select #1

Volunteer Lounge - Each venue has a “Volunteer Lounge” for the care and comfort of our valued volunteers. Lockers will not be available at the venues, so please only bring what you will need for your shift. A limited selection of snacks will be provided to volunteers while on shift. Lost and Found - Venue Security will forward all lost and found items to the Lost and Found Center located at Eklutna 2, Colony MS. Found items should be turned into Venue Security and ‘Lost and Found Report’ must be completed. Hours of operation are 0800-2000 through Games Week. Items not claimed by March 20, 2024 become the property of Mat-Su 2024 Arctic Winter Games Host Society. Call 907-761-1536 for more information.

ON DUTY

Staying Healthy and Safe Wash your hands regularly; it’s the first and best line of defense against germs. Stay hydrated. Stay warm. Wear comfortable footwear. If you need a break, ask your supervisor. Bend your knees when you lift something heavy. Ask for help or use equipment if you have to lift heavy items. Further information will be provided to you at your job-specific orientation and training.

First Aid and Medical Incidents Medical Services personnel will provide primary and emergency medical services specific to the needs of the Games participants: athletes and artists, mission staff, officials, coaches and managers. First Aid will also be provided for spectators, volunteers, and VIPs at all venues. Remain calm and stay with the injured person until help arrives. Send someone to contact the medical team at your venue, with instructions to come back and inform you once this has been done. Reassure them that help is on the way, and do what you can to keep them warm. Never move an injured person unless they are in immediate danger. Help the medical support personnel by answering questions and providing crowd control.

ON VENUE

Emergencies In the event of an emergency, remain calm, stop what you are doing, and follow all directions provided to you. If you identify an emergency situation yourself, contact your supervisor immediately and provide the following information: what the emergency is, where it is and who is involved. Always seek assistance rather than trying to handle an emergency situation on your own. RISK MAN AGEMEN T P L A N If you witness a crisis situation affecting the Games proceedings, immediately contact security or your supervisor. Venue Team Leaders will have a detailed plan for Emergency Response.

Incident Reporting Incident reporting is imperative to resolve issues or risks. Daily reporting is required and all venues will have occurrence reports. If there is a major incident it will go to the Venue Team Leader who will make a decision and notify the Games Operations Center.

A L L I N C I DE NTS A RE TO BE RE P O RT E D AND D O CUM E NT E D W I T H S E CURI T Y.

If it is an emergency then call 911 and notify the Venue Team Leader.

ON VENUE

Environmental Stewardship Reduce your consumption and reuse items whenever you can. There are waste sorting stations at each venue. Ensure waste and recyclables are placed into the correct bins: general waste, bottles, plastics, paper, and cardboard. Recycle all paper cups. Turn off lights and equipment when you are finished using them. If you see someone littering, politely ask them to dispose of their waste properly. Avoid unnecessary waste! Use your reusable volunteer water bottle!

Quick Reference Guide IF

R E PO RT OR R EFER TO AC C R E D I TAT I O N

Your accreditation has been lost

Accreditation Office, Games Operations Center, Open 7:00-10:00, 907-745-4294

You have forgotten your accreditation

Your supervisor

YO U R R O L E O R S H I FT You are unsure or unclear about what you need to do

Your supervisor

ON VENUE

You are sick, late or can't make your shift

Your supervisor & volunteer hotline

You are approached by the media for an interview or comment on something other than your personal Games experience

Your on-site supervisor or the venue media relations official

Your uniform has been lost or stolen

Your supervisor

You are unable to perform your duties

Your supervisor

You would like to get a copy of your shift schedule

Your supervisor or the volunteer hotline or you can print it from your online volunteer profile

PE R S O N A L I S S U E S You are being harassed or bullied

Venue security

You see someone else being harassed or bullied

Venue security

SA FE T Y A N D S E C U R I T Y Someone has an injury or requires first aid

Medical Station or venue security

You witness or are involved in an incident

Your on-site supervisor or venue security

You identify a hazard or have a safety concern

Security and your supervisor

You see or find a suspicious article or person

Security or your supervisor

You see or find someone with a prohibited or restricted item

Security or your supervisor

You see someone stealing or damaging property

Security or your supervisor

Participant has taken the wrong bus or is not where they should be

Venue team lead

If any of these situations occur and security is not available, please contact the Games Operations Center, 907-745-4294. ON VENUE

Security Command Procedures Each venue has security volunteers and an assigned security venue captain. Security posts locations vary between venues. The Security Operations Center is located inside the Matanuska Susitna Borough Emergency Operations Center. I N C I D E N T PR O C E D U R E S CATE GORY

EXAMPLE

AC TIO N

Minor Incident

Misbehavior or Disturbance

Notify on-site security volunteer

Major Incident

Medical or Security Emergency

1. Call 911; 2. Notify on-site security volunteer

Evacuation Procedures and Responsiblities Should an evacuation be required of a Games Venue please assist security personnel in any way possible to ensure the evacuation is completed in a safe, organized and orderly manner. P ROC E DURE

R E S P O N S IB IL ITY O F ST E P 1

Be familiar with your venue and know the evacuation plan and location of exits.

General Volunteers, Security Volunteers, the evacuation plan and location of exits. Venue Security Captain

ST E P 2 Ensure that the evacuation route is clear during each shift.

General Volunteers, Security Volunteers, Venue Security Captain; Venue Team Leader

ON VENUE

P ROC E DURE

R E S P O N S IB IL ITY O F ST E P 3

Notify security volunteers and venue staff that there will be an evacuation.

Security Volunteers, Venue Security Ambassador ST E P 4

Announce via public address system that there will be an evacuation, noting any further instructions.

Venue Security Captain

ST E P 5 Ensure that people are exiting to the correct assembly areas.

General Volunteers, Security Volunteers ST E P 6

Once the evacuation is complete, ensure that no unauthorized personnel enter the venue.

Venue Security Captain and Law Enforcement

Code of Conduct T H E 202 4 A R C TI C W I N T E R GA M E S HO ST S O C I E T Y E XP E CTS I TS B OA R D M EM BER S , EM P LOYE E S A N D VO LUN T E E RS TO UP H OLD T H E H IG H EST ETH I CA L STA N DA RD S A N D TO COM P LY W I T H ALL E STA B LIS H ED POL I CI E S. Participation in the organization’s programs is subject to the observance of the organization’s rules and procedures. The activities outlined below are strictly prohibited. Any participant or staff member who violates this Code is subject to discipline, up to and including removal from the program. Such removal will be subject to review and appeal through the formal complaint procedure established by the Host Society. Abusive language towards a staff member, volunteer or another participant. Use of alcoholic beverages or illegal drugs in violation of the policy or reporting to the program while under the influence of drugs or alcohol.

ON VENUE

Bringing dangerous or unauthorized materials such as explosives, firearms, weapons or other similar items onto the 2024 Arctic Winter Games property or a property in use by the Host Society. Discourtesy or rudeness to a fellow participant, staff member or volunteer. Verbal, physical or visual harassment of another participant, staff member or volunteer. Actual or threatened violence toward any individual or group. Conduct endangering the life, safety, health or well-being of others. Will not use their position with the 2024 Arctic Winter Games for personal gain. Failure to follow any agency policy or procedure. Bullying or taking unfair advantage of any participant. Failing to cooperate with an adult supervisor/leader/mentor.

My Notes & Memories

MY NOTES

Thank you for volunteering with the Mat-Su 2024 Arctic Winter Games!