MuckRuckus MS Volunteer Training Guide

Volunteer Training Guide 2012

2012 Volunteer Training Guide _______________________________________________________________________

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Table of Contents Volunteer Program Overview pg.3 Volunteer Teams Overview pg.4 Volunteer Teams Roles & Protocol Festival Site Volunteer Check-In pg.5 Greeters/Parking Monitors pg.6 Participant Check-In/Packet Pick-Up pg.7

Participant Check-In/Registration Training Agenda pg.8-9

Participant Registration/Check-In/Donation Procedures pg.10

Participant Check-In/No Donations Procedures pg.11

Participant Check-In/Donations Procedures pg.12 Participant Key/Gear Check pg.13 Kid Activities pg.13 Food/Beverage pg.14 Green Team (Recycling/Trash) pg.14 Medical (Site) pg.15 Course Start Line pg.15 Course Monitors (Stationary) pg.16 Course Monitors (Mobile) pg.16 Spectator Firing Line pg.17 Hydration Stations (3) pg.17 Medical (Course) pg.18 Finish Line pg.18 Participant Hose Down pg.19

Event Volunteer Training General Welcome and Event Logistics (General Training Script) pg.20-21 Working with Volunteers in our own Words pg.22-23


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Volunteer Program Overview Volunteers are integral to the success of MuckRuckus MS. Volunteers provide the event with support both in terms of logistical and execution duties. Volunteers also serve as customer service representatives for all those that attend the event. Each volunteer must be well equipped with knowledge and information about the event and have the confidence to successfully accomplish the event goals. Volunteers will arrive and check-in at staggered times throughout the morning and afternoon. There are four shifts that volunteers are scheduled to work: 6:30 a.m.-12 p.m. (volunteer check-in only), 7 a.m. - 12 p.m., 11 a.m. - 5 p.m. or the entire day. Once volunteer check-in is open and a majority of volunteers are checked in and positioned at the volunteer staging area, the Volunteer Manager will provide a General Welcome and Event Logistics (pg. 20-21) training session to the group. After that, staff members will either direct or transport their respective teams to their specific areas for specialized training. Prior to the event, please ensure that you read Working with Volunteers in our own Words (pg. 22-23) staff training. Everyone from the Event Production department submitted answers to the question: “What is the top thing you ensure that you do when you are working with volunteers?” Please stress the importance of safety during the event. Remind volunteers that positive, supportive and motivational interaction with our participants is KEY to the success of this event and its mission. Please remember that WE ALL play an important role in determining the success of our volunteers. By sharing our knowledge and information with these volunteers we empower them to do the same with event participants. Make it a point to have fun with the volunteers!


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Volunteer Teams Overview Festival Site:

Volunteer Check-In

Greeters/Parking Monitors

Participant Check-In/Packet Pick-Up

Participant Key/Gear Check

Kid Activities

Food/Beverage

Green Team (Recycling/Trash)

Medical Course:

Start Line

Course Monitors (Stationary)

Course Monitors (Mobile)

Spectator Firing Line

3 Hydration Stations & Medical

Finish Line

Participant Hose Down


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Volunteer Check-In Team The Volunteer Check-In Tent will serve as the main check-in and registration area for event volunteers. This tent will be managed by the Volunteer Captain and Manager and a team of 4-8 volunteers. Lost and Found for the event will also be located at this tent. In addition, one side of the tent will also serve as the Information Tent.

Volunteer Check-In Priorities:

Ensure all volunteers are being greeted as they arrive to check-in

Man the information table throughout the event; register new volunteers

Only volunteers who did not register online must sign an event waiver when they register

For groups that are checking in, the leader has been directed to be the only person to check the team in;

Motivate volunteers to work efficiently to get the job at hand done

Ensure volunteers are working safely, are well hydrated and taking breaks when needed

Volunteers under the age of 12 must be accompanied by a volunteer parent/guardian and parent must sign the volunteer waiver

Ensure all volunteers provide excellent customer service to all Resources: Volunteer Deployment Plan & Tent Layout Plan, Volunteer Rosters, Volunteer Registration Form, Waivers, Volunteer Pocket Guide, MS Website Event FAQ and Incident Report Form

Volunteer Check-In Roles/Responsibilities:

Check-In (3-4): Greet volunteer, check-in volunteer off roster (highlight in yellow); Direct them to the t-shirt pick-up area.

T-Shirts (1): Provide volunteer with t-shirt and direct them to their volunteer team meeting area.

Onsite Volunteer Registration/Information (1): Greet, register and check-in volunteer, sign event waiver, assign to team (create a priority list, adding to it as we go along); Direct them to the t-shirt pick-up area.

Volunteer Captain (1): Oversee the volunteer check-in process, as well as, serve as the point person for this area. Main point person for the event information table with support from Volunteer Check-In team.

Volunteer Manager (1): Oversee the training and deployment of the volunteers. o As volunteers check-in, gather teams in the “volunteer staging area”. VM & Team

Captains hold up teams names o Ensure volunteers begin to read their volunteer pocket guide o Takes the lead on providing general training to all volunteers

Greeter/Questions Tour Staff (2): Stands in front of volunteer check-in tent, communicates effectively to the volunteers in the area, answers questions from volunteers.

Degree of Difficulty: 1 No lifting or physical activity required, may have to stand for long periods.


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Greeters/Parking Monitors These volunteers main priority is to ensure that participants and spectators are greeted and directed where to park and where the festival site is located. They will also be able to answer participant questions and direct those that need assistance. Greeters/Parking Monitors Priorities:

Ensure all participants and spectators are being greeted

All volunteers should familiarize themselves with the event parking map, event site map, and volunteer pocket guide, referencing them to answer all participant and spectator questions

For greeters that may be positioned in remote locations and may not have an answer to a question, they can direct the person to the information table at the volunteer check-in tent

A main priority for the greeters is to ensure that participants know where they should park and then where to check-in

It is important for all volunteers to stay positioned in their designated spot

The volunteer manager will document any incidents that may occur during the event by using an event incident report form


Ensure all volunteers provide excellent customer service to all Resources: Event Parking Map, VIP/Volunteer Parking Pass, Event Site Map (legal size) & Volunteer Pocket Guide Greeters/Parking Monitors Roles/Responsibilities:

Parking Master (1) Positioned at the one entrance in to the parking area directing vehicles to park in either Handicapped, VIP or Volunteer parking or the general participant and spectator parking.

Parking Monitors (2): Positioned in first participant parking lot to guide cars where to park, etc. Once the first parking area is filled, vehicles will be directed to the second and then to the third. Direct participants and spectators to the festival site entrance.

Entrance to Festival Site (2): Positioned at key participant/spectator traffic areas; Greet participants or spectators, directing participants to the Participant Check-In/Packet-Pick-up tent, volunteers and those that have questions to the Volunteer Check-In/Information Tent.

Parking Staff (1): Manage the overall training of the team; This staff will also be positioned with the Participant Check-In and Volunteer Check-In areas.

Degree of Difficulty: 2

Must be able to lift up to 15lbs and stand for several hours at a time. In the event of foul weather may be standing in the direct elements, come prepared for all weather.


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Participant Check-In/Packet Pick-Up The Participant Check-In/Packet Pick-up Tent will be located at the front entrance of the festival area. This tent will be managed by the Check-In/Packet Pick-Up Staff Manager. Participant Check-In/Packet Pick-Up Team Priorities:

Ensure all participants are being greeted as they arrive to check-in

Ensure volunteers are asking participants to make an additional donation

Motivate volunteers to work efficiently to get the job done


Ensure that all volunteers are provided one 30 minute break

Ensure all volunteers provide excellent customer service to all Resources: Tent Set-Up Diagram, Supplies and Signage, Volunteer Pocket Guide, Check-In Procedures, Participant Waivers, Registration/Donation Envelopes, Participant Master Lists Participant Check-In/Packet Pick-Up Roles/Responsibilities:

Line Management Volunteers (5) Three line management volunteers will direct participants to three check-in areas: Check-In (no donations), Check-In (with donations) & Register and Check-In (with donations).

Registration/Donation Prep Volunteers (2) will be positioned by the Registration and Donation prep tables where new registrants can complete their registration form/donation envelope.

Check-In Kiosk Volunteers (6) MS Staff will assist with kiosk check-in of participants.

Bib and T–Shirt Volunteers (4) – will provide bib and t-shirt to participant.

Goodie Bag Volunteer (1) – will provide 1 goodie bag to each participant. Ensure back stock is readily available to restock distribution table.

Timing Chip Volunteer (3) – Serve as an assistant to those that are attaching their timing chips. Timing chips are attached to participant bibs and then removed and attached to participant shoelaces with a zip-tie.

Captains (3) - Assigned to designated areas (see tent layout).

Participant Check-In Manager (1) - Oversee the participant check-in process, as well as serve as the point person for this area.


No lifting or physical activity required, may have to stand for long periods.


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Participant Check-In/Registration Training Agenda Goal: To train the volunteers to be knowledgeable and efficient in their duties.

1. Event Material Introduction (5 min): Show an example and explain each piece.

Donation/Registration Envelope

Participant Waiver (only for those that need to register)

Minor Participant Waiver (Anyone between the ages of 7-17)

Participant Bib – Timing chip attached

T-Shirt

Goodie Bag

Participant Check-In/Packet Pick-up/Registration Procedures (1-sheet)

2. Procedures (10 min): Hand out and walk through (10 min)

Participant Check-In/Packet Pick-Up: o Line Management Volunteers will direct participant to open volunteers o Welcome and thank the participant for supporting the chapter’s mission o Participant enters all pertinent information into the self-serve kiosk o All donations must be sealed in the donation envelope and then given to the

kiosk volunteer. o Direct participant to next check-in area:

Pick up bib, t-shirt and goodie bag Attach bib and timing chip area Wave start times

o Thank them again for supporting the chapter’s mission

Participant Registration/Check-In/Packet Pick-Up o Registration Preparation Volunteers will be positioned near the registration prep

tables where new registrants complete the registration/donation envelope o Line Management Volunteers will direct them to open volunteers at the tables o Welcome and thank the participant for supporting the chapter’s mission o Participant registration fee is $75 o Minimum donation of $100 is required to participate, however, encourage more o Participant enters all pertinent information into the self-serve kiosk o All donations must be sealed in the donation envelope and then given to the

kiosk volunteer. o Direct participant to next check-in area:

Pick up bib, t-shirt and goodie bag Attach bib and timing chip area Wave start times

o Thank them again for supporting the chapter’s mission


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3. Questions/Answers (5-10 min) Important Items for staff reference:

Volunteer assignment – Ensure that you pick extroverts to be Line Managers and Donation/Registration Preparation Volunteers. We need these folks to be able to direct participants and control any chaos that may ensue.

Participant Check-In/Packet Pick-up will stay open until last wave has started.


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Participant Registration/Check-In/Donations Procedures (1 Kiosk)

Step 1: Smile! “Welcome to the MuckRuckus MS! Please start by entering your information in to the kiosk.” Receive participant waiver, registration/donation envelope from participant.

Step 2: “How will you be paying for your $75 registration fee and minimum donation of $100?”

Step 2a: Ensure all information is in the envelope. If you need change, raise your hand and a staff member will assist you. Place correct amount into envelope and provide change to participant.

Step 3: Collect participant waiver, donation/registration envelope. Step 4: Verify all necessary fields are filled out legibly on all forms. (Name, email, signature, etc.)

NOTE: Email addresses are very important. Tax deductible receipts will be sent to all donors via email or mail.

Step 5: “Thank you for being here today and for supporting the chapter’s mission.” Direct participant to the next station where he/she will pick up their bib, t-shirt and goodie bag. From there, direct him/her to the “Timing Chip Attachment Area” where from their bib, they can pull off the timing chip and secure it to their sneaker with the provided zip-tie. Once the chip is attached, they can attach their bib and head to the festival area and the start line.

Step 6: Ensure the following:

All donations are enclosed in envelope and sealed. Place in banker’s box.

For all registration checks, staple them to the appropriate registration form. Place in banker’s box.

Special Note:

Registration Fee Schedule $40 11/1 - 11/4 $50 11/5 - 2/23 $60 2/24 - 3/22 $75 3/23 - 3/25 All uniformed services, law enforcement, and fire and rescue receive a flat $50 registration throughout the event. These participants receive the promotion code MUCKYUNIFORMS2012 by calling our office. Our messaging has been proof of service is required; however we have not been enforcing this in order to register this demographic.


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Participant Check-In/Packet Pick-Up (No Donations) Procedures: (2 Kiosks)

Step 1: Smile! “Welcome to the MuckRuckus MS! Just start by entering your information in to the kiosk. Participant should be able to complete the entire check-in process by themselves. Step 2: “Thank you for being here today and for supporting the chapter’s mission.” Direct participant to the next station where he/she will pick up their bib, t-shirt and goodie bag. From there, direct him/her to the “Timing Chip Attachment Area” where from their bib, they can pull off the timing chip and secure it to their sneaker with the provided zip-tie. Once the chip is attached, they can attach their bib and head to the festival area and the start line.


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Participant Check-In/Donations Procedures: (3 Kiosks)

Step 1: Smile! “Welcome to the MuckRuckus MS! Please start by entering your information in to the kiosk.” Participant will be stopped at the donations portion of the check-in process and asked to provide the donation envelope sealed with their donations.

Step 2: Ensure all information is in the envelope. If you need change, raise your hand and a staff member will assist you. Place correct amount into envelope and provide change to participant.

Step 3: Collect donation envelope. Step 4: Verify all necessary fields are filled out legibly on all forms. (Name, email, signature, etc.)

NOTE: Email addresses are very important. Tax deductible receipts will be sent to all donors via email or mail. If paying or donating with cash, ask the participant to enter their/donor’s information on the Donations Tracker to receive a receipt.

Step 5: “Thank you for being here today and for supporting the chapter’s mission.” Direct participant to the next station where he/she will pick up their bib, t-shirt and goodie bag. From there, direct him/her to the “Timing Chip Attachment Area” where from their bib, they can pull off the timing chip and secure it to their sneaker with the provided zip-tie. Once the chip is attached, they can attach their bib and head to the festival area and the start line.

Step 6: Ensure the following:

All donations are enclosed in envelope and sealed. Place in banker’s box.


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Participant Key/Gear Check

The Participant Key/Gear Check volunteers will provide a “Key/Gear” check service to participants. Most participants will leave a majority of personal belongings in their vehicles, so this team will mainly be checking in keys. We will also allow participants to check gear bags if they ask.

Participant Key/Gear Check Priorities:

Greet the participant

Be accurate in matching up keys/gear with check ticket


Ensure volunteers are working safely, are staying well hydrated and breaking when needed

Ensure all volunteers provide excellent customer service to all

Resources: Volunteer Pocket Guide, Site Map, “Opens at 7:30am, Closes at 3:30pm” (sign for table/tent) Participant Key/Gear Check Roles/Responsibilities:

Key/Gear Check Table (4): Greet participant or spectator. Check ticket is attached to participant bib, cut this off and place this and key in a zip lock bag and file in bib number order

Greeter/Line Monitor (1): Positioned at the front exterior of tent. Greet participants, provide information about check process and prep items with participants prior to getting to the table. Encourage participants to only leave one key vs. their entire key chain.


Must be able to lift up to 15lbs and stand for several hours at a time

Kid Activities In general, Kid Activities volunteers will ensure that the Kid Activities area is running smoothly and that special attention is being paid to what is happing at all times in this area. Kid Activities Priorities:

Ensure all kids, participants and spectators are being greeted

Ensure all parents or guardians sign a kid’s waiver prior to them entering the kid zone

In the event that a child gets separated from his parent(s), please bring the child to the Volunteer Check-In tent for assistance and support

Ensure that these areas are running smoothly and that all kids are able to play equally



Ensure all volunteers provide excellent customer service to all Resources: Volunteer Pocket Guide, Minor Waiver

Kid Activities Roles/Responsibilities:

Kid Activities (2): Assist with crowd control in this area and ensure that parents do not leave their kids unattended in this area. Parents must be present at all times.


Must be able to lift up to 15lbs and stand for several hours at a time


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Food/Beverage Staff hydration station in the festival area and assist vendors with keeping the food and beverage area clean and neat. Food/Beverage Priorities:

Greet participants or spectators

Ensure all volunteers have clear direction on how to set-up the snack and beverage area



Assist with crowd control in this area


Take pride in keeping areas clean of trash. The afternoon shift will also help with the breakdown of the tables in this area and help to sweep the ground clean of anything that isn’t a natural part of the site. The goal is to leave the site cleaner than it was found.

Resources: Volunteer Pocket Guide

Food/Beverage Roles/Responsibilities:

Food Service Monitors (2): Greet participant or spectator. At the hydration station set up ice troughs with water and sports drink. Ensure snacks are available and managed throughout the event. Monitor and maintain trash in the food and beverage area.


Must be able to lift up to 25lbs and have no problem standing for several hours at a time.

Green Team (Recycling & Trash) Support the event’s sustainability efforts by leading the recycling and trash program at the festival site. Green Team Priorities:

Greet participants or spectators

Move around the festival site ensuring that recyclables and trash are being managed properly



Ensure all volunteers provide excellent customer service to all Resources: Volunteer Pocket Guide

Green Team Roles/Responsibilities: Green Team (4): Greet participants and spectators. Help MuckRuckus MS participants and spectators properly dispose of recyclables and maintain a tidy site. Degree of Difficulty: 4

Must be able to lift up to 40lbs constantly, must be able to be in constant motion and have no back or knee injuries.


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Medical (Site) Stationed at the main festival site, assist and support injured participants with appropriate and basic medical care. Must have current qualifications and be licensed to practice medical care in event city.

Medical Priorities:

Greet participant or spectator




In the event of a true emergency, please call 911 first and then the event staff at the command center. The command center phone number is listed on your Volunteer Pocket Guide. Please have the participant ID number and your location ready when you call.

Resources: Volunteer Pocket Guide

Medical Roles/Responsibilities:

Medical (2): Provide basic medical care to participants.

If/when using a provided radio, chatter should be kept to a minimum and personal names should not be amplified. The use of strong words such as “emergency,” etc. should be kept to a minimum over the radio.


Must be able to lift up to 25lbs and have no problem standing for several hours at a time. Must be comfortable communicating emergencies with event staff on an event-provided radio/cell phone.

Start Line Team Assist the event staff with creating smooth obstacle course starts for participants. Tasks include helping with queuing of participants, timing chips and all other related activities. Start Line Priorities:

Greet participant or spectator

Serve as human barricades keeping participants held at the start line

Provide event information to all participants and spectators during the event


Ensure volunteers are working safely, staying well hydrated and breaking when needed

Ensure all volunteers provide excellent customer service to all Resources: Volunteer Pocket Guide, Zip Ties, Wire Cutter

Start Line Roles/Responsibilities:

Start Line Monitors (4): Ensure that all participants are wearing the appropriate colored wristband for each specific wave at the starting line. Assist participants with securing timing chips if needed. Zip-ties will be provided for this purpose.


Must be able to lift up to 15lbs and stand for several hours at a time.


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Course Monitors (Stationary) Team Course Monitors are located at stationary locations along the course and ensure participants remain on the course and stay safe. Course Monitors (Stationary) Priorities:

Feel free to interact with participants in a fun way





Course Monitors (Stationary) Roles/Responsibilities:

Course Monitors (38): Greet, motivate and cheer on the participants on the course

If participants cannot finish your obstacle after the first try, please encourage them to move on.



Course Monitors (Mobile) Team Working in a mobile fashion, these monitors will move along the course ensuring that participants stay safe. Course Monitors (Mobile) Priorities:

Feel free to interact with participants in a fun way

Five mobile monitors will be on to the course prior to the start of the first wave

The next five will follow after the wave has left

Once the course is open, these monitors will be positioned in specific targeted areas and will ride around in these areas ensuring participants are safe and are moving

Mobile monitors should not interfere or get too close to participants on the course





Course Monitors (Mobile) Roles/Responsibilities:

Course Monitors (Mobile) (10): Each mobile course monitor will be riding a mountain bike. Monitors are responsible for their own bike maintenance throughout the event (i.e. changing flat tires, etc.)


Must be able to lift up to 50lbs constantly, must be able to be in constant motion and have no injuries. Must be able to self sustain their own bicycle.


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Spectator Firing Line Team Located at the spectator firing line area, volunteers will encourage and motivate spectators to interact with the participants by throwing water balloons and shooting water guns at the participants. Spectator Firing Line Priorities:

Greet all participants and spectators




Firing line volunteers should not interfere or get too close to participants on the course


Spectator Firing Line Roles/Responsibilities:

Spectator Firing Line Team (4): Make water balloons and fill up water guns as spectators use these throughout the day

Complete trash sweeps at regular intervals throughout the day to ensure the site is clean and inviting for participants.



Hydration Station Team Volunteers at the hydration stations will be responsible for set-up, management and breakdown of the stations during the course of the event. Three hydration stations will be located at designated points along the course. They will be equipped with water and sports drink for the participants. Also, porta-potties and medical assistance will be provided at these stops as well. Hydration Station Priorities:

Ensure all participants are being greeted


With guidance from event staff, set up all tables, water and sports drink for participants

Ensure that all site signage is properly hung and maintained throughout the event

Maintain and manage hydration station throughout the event including trash and recyclables at the site. Trash is placed in black bags and recyclables in clear bags. Cardboard can be broken down and piled together

Prior to breakdown of the site, ensure that all participants have completed the course

Breakdown site and leave area cleaner than it was found


Ensure all volunteers provide excellent customer service to all Resources: Volunteer Pocket Guide, Site Map, Gatorade Mixing Instructions Degree of Difficulty: 4



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Medical Team (Course) Medical volunteers will be stationed at each one of the hydration stations along the course and will assist and support injured participants with appropriate and basic medical care. Must have current qualifications and be licensed to practice medical care in event city. Medical Priorities:

Greet participants and spectators





Medical Roles/Responsibilities:

Medical Team (4): Provide basic medical care to participants on the route

If/when using a provided radio, chatter should be kept to a minimum and personal names should not be amplified. The use of strong words such as “emergency,” etc. should be kept to a minimum over the radio.


Must be able to lift up to 25lbs and have no problem standing for several hours at a time. Must be comfortable communicating emergencies with event staff on an event-provided radio/cell phone.

Finish Line Team Assist event staff with a smooth finish procedure. Tasks include: congratulating participants for finishing the course, directing them to the hose-down area and other related activities. Finish Line Priorities:

Congratulate participants as they cross the finish line

Greet spectators as they wait at the finish line for their friends and family

Serve as finish line monitors, keeping spectators and participants that have finished the walk clear of the finish line.





Finish Line Roles/Responsibilities:

Finish Line Monitors (4): Positioned at the finish line. Main responsibility is to cut off the timing chip from the participant’s sneaker with the use of wire clippers. Provide chips back to vendor.

Keep up with the trash generated at the finish line.




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Participant Hose Down Team Located at the participant hose down area. Volunteers assist participants with hosing mud off them in a timely manner and ensuring that this area is kept clean and accessible to all. Participant Hose Down Priorities:

Greet participants and spectators

The amount of water hoses will determine how many volunteers can do this job. Everyone can share this responsibility.

Enjoy this volunteer role while still being efficient with time and mindful of participant fatigue

Keep participants moving so that this area does not become overcrowded or unsafe





Participant Hose Down Roles/Responsibilities:

Participant Hose Down Team (4): Work as a team to ensure that participants are being hosed down in an efficient, respectful and timely manner.




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General Welcome and Event Logistics (10 min by Volunteer Manager)

[Delivered to all volunteers as a group, prior to them departing to their respective volunteer areas]

Welcome Everyone! On behalf of the MS Society and our [city] Chapter, I’d like to thank you for being here today and supporting this amazing cause. My name is [name] and this is [MS Volunteer Manager] and we are going to serve as your Volunteer Managers today. [Name] will be out on the course and I will be mainly positioned here at the site. You all received a copy of the Volunteer Pocket Guide when you checked in and hopefully I’ve provided you with a few moments to acquaint yourself with one of your resources today. Your other resource for the day is the onsite staff at each of your areas. The staff is wearing xx and are here to help guide you through our tasks so together we will all create a memorable and muddy experience for all participants. So, before you head off to your volunteer areas to get trained on your specific duties, I would like to go over some important event logistics:

1. Please assist us with fundraising for the event o Address how a volunteer can drop off a personal donation before they leave

today.

2. Provide quick overview of festival site a) Volunteer Check-In b) Participant Check-In/Packet Pick-Up c) First Aid/Medical Tent d) Key/Gear Check e) Jumbotron/Stage f) Food/Beverage/Beer Garden g) Seating Area h) Vendors i) Special Constituency Groups j) Sponsor Area k) MS Society l) Bathrooms m) Participant Hose Down Area n) Command/EMS o) Start & Finish Lines p) Kid Activities Area

3. Review most frequently asked questions:

a) Where can I register/check-in? b) Where can I turn in donations? c) Where are the start and finish lines? d) What time does the first wave start? And after that? e) If someone is nervous about not being able to finish, what are their options to

get back to the site? f) Where are the bathrooms? Are there showers? g) Where is lost and found located? h) Can you page my friend for me? i) Is the food free, and as a volunteer, how do I eat?


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4. Review safety protocols 5. Keep yourself hydrated and please grab a snack or two and put it in your pocket for later. 6. Thanks again!

[Staff walks volunteer team over to their volunteer area]


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Working with Volunteers in our own Words Welcome Them Smile and genuinely welcome them to the event. Get to know your volunteers. Learn and use their names.....a LOT.

Train Them Promote team work. Maybe suggest they create a name for their team. Encourage them to ask questions….either when the job is being explained or during the event. Start from the beginning. Break it down to the basics. In some jobs, explaining the thought process or long term goal of the task, and how it influences the bigger picture is usually more helpful than just giving a volunteer a “task” without explanation. With giving them the big picture and context they are more likely to take ownership of their role. Whatever you are doing for them in terms of training or answering questions remember, even though you may have done this a million times, it might be their first time doing this. Remember that volunteers can’t see into our brains and fill in the details of things they may need to know. We have to spell things out clearly, especially for new volunteers. We should do our best to know the answers to the questions in the event FAQ so that we can be sure to answer the predicted questions without delay. Keep the directions as simple as possible. Be clear about minimum expectations and also be clear about which areas volunteers can take ownership of and “make it their own.” Provide one clear communication stream. If there is a specific way something must be done? If so, provide a bit of background as to why (i.e. “it might make more sense to do it another way, but the police insist we do it this way.”)

Work WITH Them Let them see you having fun. It shows them that they can have fun too (then they will stay the whole time...). Volunteers are just an extension of all of us. Very important.


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When a task is to be done….asking for help rather than demanding it get done works well. Create projects perhaps with competitions and make the task fun if possible. ALWAYS…ALWAYS…ALWAYS KNOW WHAT THEY WILL BE DOING NEXT and be there right before their current task ends to transition them. If you are not, they will scatter into the wind never to be seen again. Patience is key. Remember that they’re here out of the kindness of their heart, so treat them kindly. We want them to return next year. Make sure the working area is conducive to comfort (out of the sun, heat, rain, cold, etc.). Figure out ahead of time how many people it will take per task and amount of time it will take to complete each task. As much as possible, eliminate down time. Be positive, confident and always act like you know what you’re doing. If you don’t know, then let them know you’ll get the answer. If you promise something to them, follow through with it. Make sure they have a point of contact – whether it’s the person in charge, their team leader, etc. Give them the power to make decisions in their operation, but know their limits. Always plan on them coming without any extra tools, so make sure you have what is needed to do the job correctly and completely.

Thank Them Thank them! Thank them! Thank them! Explain to volunteers why the role they are fulfilling is important. “Without you here to point runners in the correct direction they may get off course which would obviously frustrate them but also could be dangerous as they might get lost.” Remind them how awesome they are and that we couldn’t do this without them!

Documents

MuckRuckus MS Volunteer Training Guide