2009 SPECIAL OLYMPICS WORLD WINTER GAMES

BOISE, IDAHO

February 7- 13, 2009

FAMILY SERVICES

AFTER ACTION REPORT

CARRIE LEAVITT, MANAGER, FAMILY SERVICES

(208) 939-8454

KERON PRIVON, MANAGER, SPECIAL PRODJECTS

FAMILY SERVICES

2009 SPECAIL OLYMPICS WORLD WINTER GAMES

BOISE, IDAHO

TABLE OF CONTENTS

SECTION l - FUNCTION OVERVIEW

A. Overview / Purpose

B. Goals & Objectives

C. Overview of Services

D. Key Responsibilities

E. Legacy

SECTION ll - SCHEDULES/ TIMELINE/ EVENTS

A. Schedules / Timelines

1. Pre- Games

2. Games

3. Post Games

B. Events

SECTION lll - STRUCTURE / SCOPE OF OPERATIONS

A. GOC Overall Organizational Chart and Function’s Role Within the

Structure

1. Pre-Games

2. Games Time

B. Functional Structure

1. Pre-Games

2. Games Time

3. Job Descriptions

C. Venue Team Organizational Chart

D. Venue Team Functions

E. List of Venues

SECTION lV - GUIDELINES / RULES/ POLICIES AND PROCEDURES

A. General Guidelines / Management Policies

B. Functional Policies

C. Procedures

SECTION V - BUDGET

A. Initially Budgeted Revenue and Expenses

B. Actual Budget and Explanation of Variations

SECTION Vl - KEY INTERFACES

A. Provider (s) of Inputs, Information and Services

B. Receiver (s) of Outputs, Information and Services

SECTION Vll - FORMS, DIAGRAMS, AND APPENDICES

A. Products/ Promotional Items/ Guides

B. Functional Area Layout

C. Additional Items

SECTION l. FUNCTION OVERVIEW

A. Overview / Purpose

To highlight and celebrate the experience of family members of Special Olympics athletes attending the 2009 Special Olympics World Winter Games Idaho. To provide a safe and inviting environment for visiting family members to best enjoy the sport competition as well as the variety of opportunities this event provides.

To promote the interaction of families visiting Idaho with local residents and strengthen the global family support network.

To increase public awareness and knowledge about Intellectual disabilities and closely-related developmental disabilities through a world-class sporting event while celebrating athlete accomplishments and the Special Olympics movement.

B. Goals & Objectives

To provide accurate, timely and complete Games information in a format that both U.S. and international families can easily identify and. understand

To provide a safe and hospitable environment at all family venues (non-competition) and ceremonies where families feel welcome, are recognized, and can enjoy all aspects of the Games.

To offer opportunities for U.S. and international family members to interact with each other, providing a cultural exchange that will enrich the lives of all involved.

Through a coordinated team effort, provide an atmosphere befitting a world-class, international sporting event that highlights the family experience in such a manner that they are provided special opportunities and experiences not available to general spectators and volunteers.

To provide a strong family legacy program to Special Olympics Idaho that can be easily implemented into its present and future family programs.

C. Overview of Services

Families with children who experience disabilities are not unlike other families. However, having a child or caring for a child with special needs often thrusts a family into situations that may make their everyday lives more challenging. Special Olympics afford athletes the opportunity to be part of a year-round sports training and competition program. Through Special Olympics, opportunities for sports, social interaction, and fun is provided for the entire family. During the Games, Family Services has the unique role of assembling family-specific services to enhance the stay of the at least 2000 visiting family members. Our role is different from many departments in that we, as the Family Services Department, directly provide very little to the families-- rather indirectly we are an easily identifiable contact and intimate support to ensure the families’ time at the Games are enjoyable. We will be interfacing with every other GOC committee to coordinate these services and provide additional opportunities not available to general spectators.

D. KEY RESPONSIBILITIES

The key responsibilities of Family Services are as follows:

Provide thorough and efficient services to all registered family members of athletes attending the 2009 Special Olympics World Winter Games Idaho.

Educate family members about parameters of family services in a timely and effective manner.

Distribute, track and maintain family registration data.

Provide assistance to family members prior to and during the Games.

Organize and staff Main Family Center/Family Lounges to assist families during the 2009 World Games.

Provide reserved seating (where possible) at all competition venues as well as accommodate families needs to photograph athletes during awards ceremonies.

E. Legacy

To provide Idaho with an increased awareness of and public sensitivity to the unique relationship between a Special Olympics athlete and his/her family. This relationship is often overlooked in the media because of the close athlete/coach relationship. An awareness of the family commitment to Special Olympics can add depth to the athlete/coach relationship.

To provide an increased interest in Special Olympics family specific programs. Through the positive highlighting of the family experience, other Idaho families will see that they are not alone in their efforts to see their athletes excel.

To develop a union between Idaho families and Special Olympic Families from all over the world. Through these relationships, families will be inspired to foster personal friendships that will lead to increased understanding of cultures and further support community participation in Special Olympics around the globe

SECTION ll. SCHEDULES / TIMELINES/ EVENTS

A. SCHEDULES / TIMELINES

1. PRE- GAMES

Family Registration

On-line registration will begin in mid-August and run through November 30, 2008 to allow families time to register. Family’s members who do not register before the deadline will not be guaranteed credentials, tickets to ceremonies and events and the uses of games transportation. We encourage all families to register on-line, submit travel times, accommodations, events, and programs planning to attend.

Information to be provided in on-line registration:

Frequently asked questions

Family Ambassador Program

Times and Dates of Ceremonies, Receptions, Family Education Sessions,

And Family Night at Special Olympic Town

The 2009 World Games website also has information for families about accommodations, and transportation. Head of Delegations and Family Coordinators will receive updates of information by e-mails and monthly newsletters to pass on to their families. The registration process ensures each family’s stay to be a more unique experience than a spectator’s stay.

Family Services staff will process registration forms and manage a database comprised of pertinent information:

family names,

address,

contact numbers,

athlete’s(s’) name(s) and sport competition,

accommodation reservations,

arrival, and departure times

events , programs, ceremonies attending

any special accommodations or needs as stated by families in the on- line registration

Additionally, Family Services will acknowledge family registration with a confirmation e-mail to each family once the forms are processed. In an effort to keep Programs informed, Family Services will also provide periodic reports to Heads of Delegations and Family Coordinators naming families registered to-date.

Family Services Committee

· The committee is responsible for planning all the services and activities for family members and for providing all the necessary information in advance to help these families plan their trip.

· From monthly pre-Games information, family welcome desk, main family center, welcome packet, handbooks, family lounges at each of the venues, a range of evening entertainment and special events, and the family ambassador program, the Family Services Committee will provide a presence at nearly every stage of the Games.

· The Family Services Committee is the key resource for Family Services. Their involvement over an eight month period prior to the games, in monthly committee meetings, is vital to the success of the services provided. 

Family Services Committee Schedule of Meetings

August 14, 2008 First Meeting of the Family Services Committee

October 7, 2008 Family Services Committee Meeting

November 12, 18, 19, 20, 2008 Meeting with Individual Committee Members

December 1, 2008 Meeting with McCall Family Lounge Commissioner

December 11, 2008 Meeting with Family Ambassador and Airport Commissioners

January 9, 2009 Family Services Committee Meeting

January 16, 2009 Meeting with Sun Valley Family Lounge Commissioners

February 2, 2009 Meeting with Family Lounge Commissioners

VOLUNTEERS

The Family Services Volunteers work directly with the overall Family Services Committee. This committee is responsible for organizing and implementing all of the volunteer assessments for the Games and for determining volunteer check in processes for all venues. During Games time he/she will function under the Family Service Venue Team.

Volunteer Training Schedule:

Boise - October 28 &29, 2008 @ 7:00pm – 8:00pm November 11, 2008 @ 7:00pm – 8:00pm Location -Gold Room

Sun Valley – November 12 & 13, 2008 @ 7:00pm – 8:00pm Location - ??

McCall – November 5& 6, 2008 @ 7:00- 8:00 Locations – 1550 McCall Ave. McCall

Each volunteer will be trained to deal with questions and problems and will have access to table top discussions. When there is a situation that needs a higher level of assistance, the volunteer can go directly to the on-site manager of their specific area for assistance. If the commissioner cannot handle the situation, they will be given information on how to get assistance. The level of assistance will determine where they call. The Manger and Manger Assistant of Family Services will be on call throughout the entire length of the Games. Both will be able to be reached by telephone or radio when away from Command Center.

Volunteer Venue Walk through Schedule:

January 21, 2009 Main Family Center

January 22, 2009 Family Welcome Desk

Each sports venue held their own venue walk through that included all Family Lounge volunteers.

FAMILY AMBASSADOR PROGRAM

The purpose of the Family Ambassador Program is to provide a warm welcome to Special Olympics families to Idaho. Family Ambassadors will be the first people to communicate with families when they arrive in Boise. Ambassadors will be provided with contact information so that they may communicate before the families arrive in Idaho. In December 9, 2008 we will begin to assign Idaho Families to Athlete Families. They will also be provided with flight arrival and hotel accommodation information. Ambassadors are encouraged to research the home country of the family they will be assigned to in order to be prepared for the family’s arrival.

Family Ambassador Schedule / Training

September 2, 2008 Recruiting Family Ambassadors

December 8, 2008 Assigning Family Ambassadors to Special Olympic Families

January 6 & 27, 2009 Family Ambassador Training

February 2 – 8, 2009 Special Olympic Families Arrive

2.Games

Family Registration

Family Registration began with a great team of volunteers that arrived at the Main Family Center on January 29, 2009, to begin assembling the welcome packets, gift bags, and family ambassador tags. It worked very well as the furniture had not yet arrived there was plenty of space for organizing. We had two envelopes (9x12) one white with the Special Olympic Logo, the other was tan. We assembled all the important information in the white envelope. Such as handbook, maps, invitation to the family reception and tickets to opening and closing ceremony. In the tan envelope was sightseeing information, restaurant guide, coupons to stores. On the white envelope we had labels that had the Athletes name, sport, and country and name of each family member registered. It worked very well as our Welcome Packet. Family Credentials were organized by countries and family group by athlete’s name. See pictures in Section VII.

Tables were arranged under signs of countries. Family members looked for the sign with their country. A list of family member’s names was also on the table so we could make a check of who had arrived and underline the name of the family member who receives the welcome packet with all the tickets and 1 gift for the entire family. Family members were asked to show a government issue photo ID (passport or drivers license) before receiving credential. Children were asked to show passport, school photo ID, or birth certificate. Families were welcomed so warmly by wonderful volunteers. Our volunteers on the heavy days of families arriving worked in pairs. This helped in keeping the lines moving. We also had an area that was set up for transportation with maps on the wall and volunteers instructing on bus routes. A transportation volunteers were family services volunteers who we assigned to answer transportation questions. It was so helpful to have them by the maps and not asking question the volunteer checking them in and holding up the line. We worked hard to make sure there were no long lines waiting to pick up credentials. Registration ran so smoothly. Families made comment on how beautiful the Main Family Center was. Many families said “I feel like I am at home.” Family Services Decorating Commissioner and committee did a wonderful job. It felt like you had just walked into a homey ski lodge. It was great place for families to gather. Another huge success was our volunteers. They went out of their way to make sure each family member was welcome and had everything that they needed to have a great experience at the games.

One thing I would do is to ask the public transportation to come and train us on their bus routes. It would have been much easier for us to know all the routes and how they work. I had very few volunteers who ride the public bus system. I would also have the games transportation do training also to volunteers. Our sport venues were in 3 different cities (Boise, McCall, Sun Valley) so transportation was a big experience for all family members.

Gift bags were a huge success. When making a decision about what was to go in the gift bag we decided that one nice gift would be better than a lot of small items that would be thrown away.

Ellen’s Gourmet Fudge was a perfect gift. It was packaged in a silver tin with a small plastic knife and was very delicious. This was a great gift for the families to share. Ellen’s Gourmet Fudge made a huge donation. Two weeks before the games were to begin three other businesses made a donation. Camille Beckman donated a wonderful gift bag of lotions and soaps. Idaho Potato Commission donated a (stuffed toy) Spudy Buddy. Boise Town Square donated a bag. The bag was perfect to hold all the items. Probably the most touching gift that families received were handmade scarf’s (one for each family member). The scarf’s have a heartwarming story with them. GOC wanted to give each Athlete and coaches a handmade scarf. A plea went out to knitters in Idaho. The need was for 4000 scarves and we received 55,000 scarves from every state in the nation and 4 countries. It was so unifying to see it bring Idaho, the world and winter games come together. It was exciting to see a sea of blue and white scarves.

MAIN FAMILY CENTER

404 S. 8th Street Suite 170

Boise, Idaho

Operating dates and hour’s pre-games are: 2-7 February 2009, 08:00 – 21:00

Games time dates and hours are: 8-13 February 2009, 08:00 – 21:00.

Main Family Center is the location to receive Credentials, Welcome Packet, Handbook and Welcome Gift (1 per family). Here you can find information about the services, family education sessions, and other events being organized especially for the registered family members attending the Games. The Main Family Center is a perfect location to relax, read a newspaper, send e-mails, and experience the welcome and hospitality of local volunteers and meet and network with other families from around the world. This is also a good place to arrange to meet other family members from your delegation.

Services offered in the Main Family Center:

· Information Desk

· Computer Access

· Family Education Session

· Children’s Play Area ( Must be accompanied by Adult family member)

· Snacks and Beverages Area

· Social and Relaxing Area

FAMILY SERVICES SCHEDULE OF EVENTS AND PROGRAMS

More detail information about some activities follows the schedule of events.

1-7 FEBRUARY 2009

Families Arrive:

· Families flying to Boise may be greeted at the Boise Airport By Family Ambassadors

· All family members should go to the Main Family Center to check in, regardless of transportation used to arrive in Boise

Family Services Welcome Desk Airport

· Location: at the bottom of the escalator after leaving the secure area of the airport

· Hours 06:00 – 24:00 for families to receive information upon arrival at the Boise Airport

Main Family Center:

· Location: 404 S. 8th Street Suite 170, Boise, Idaho

· Hours 08:00 –20:30

· Pickup Credentials, Welcome Packet, Handbook, Welcome Gift

· Enjoy a Refreshment

· Obtain information about transportation, venues, schedules, etc.

7 FEBRUARY 2009

· Opening Ceremonies 14:00 @ Idaho Center,16200 S. Can-Ada Road, Nampa, Idaho

· Catch Shuttle at shuttle pick up to Opening Ceremonies (check times and pickup location in handbook)

· Seating provided in the Family Section for Opening Ceremonies

· Families going to Sun Valley or McCall will catch bus at Main Family Center (check times and pick up in handbook)

8 FEBRUARY 2009

· Competitions begin at each venue

· Families catch shuttles or bus to venues

· Main Family Center Hours 08:00 – 21:00

· Family Lounges at Competition Venues open during competition hours

· Special Olympic Festival: Boise, 11:00 – 17:00

9 FEBRUARY 2009

· Competitions at each venue

· Family Lounges at Competition Venues open during competition hours

· Families catch shuttles or bus to venues

· Main Family Center Hours 08:00 – 21:00

· Family Education Sessions - Topic: Siblings: Younger &/or older roles

Boise, Floor Hockey/Expo Idaho 12:00 – 13:00

Sun Valley, Cross Country/Sun Valley Resort, 12:00 – 13:00

· Family Lounges at Competition Venues open during competition hours

· Special Olympic Festival: Boise, 16:00 - 21:00

10 FEBRUARY 2009

· Competitions at each venue

· Families catch shuttles or bus to venues

· Family Lounges at Competition Venues open during competition hours

· Main Family Center Hours 08:00 – 21:00

· Family Education Sessions - Topic: Family Support Network

Boise, Main Family Center, 12:00 – 13:00

Sun Valley, Cross Country Skiing/Sun Valley Resort, 12:00 – 13:00

· Special Olympic Festival: Boise, 16:00 –21:00

· Family Night at Special Olympic Town:

Boise - Center on Grove, 850 Front Street, Boise, Idaho, 16:00 – 21:00

Sun Valley – YMCA, 101Saddle Road, Ketchum, Idaho, 16:00 – 21:00

McCall - Shore Lodge, 501 W. Lake Street, McCall, Idaho, 16:00 – 21:00

11 FEBRUARY 2009

· Competitions at each venue

· Families catch shuttles or bus to venue

· Family Lounges at Competition Venues open during competition hours

· Main Family Center Hours 08:00 – 21:00

· Family Education Sessions - Topic: Healthy Athletes

Boise, Main Family Center, 405 S.8th Street Suite 170, 19:00 -20:00

· Special Olympic Festival:

· McCall 16:00 – 21:00

· Sun Valley 16:00 – 21:00

12 FEBRUARY 2009

· Competitions at each venue

· Families catch shuttles or bus to venue

· Family Lounges at Competition Venues open during competition hours

· Main Family Center Hours 08:00 – 21:00

· Family Education Session - Topic: Connecting with schools: Creating welcoming environments through Project Unify, 12:00 – 13:00, Floor Hockey/Expo Idaho, Boise

· Special Olympic Festival: Sun Valley 16:00 – 21:00

13 FEBRUARY 2009

· Competitions at some venues; Family Lounges will only be open at these competition venues

· Families catch shuttles or bus to venue

· Main Family Center Hours 08:00 – 21:00

FAMILY EDUCATION SESSIONS SCHEDULE

Monday, 9 February, 12:00 – 13:00 Floor Hockey/Expo Idaho, Boise and Cross Country, Sun Valley Resort, Sun Valley

Topic: Siblings: Younger &/or older roles.

Tuesday, 10 February, 12:00 – 13:00 Main Family Center, Boise and Cross Country Skiing/Sun Valley Resort, Sun Valley

Topic: Family Support Network

Wednesday, 11 February, 19:00 – 20:00 Main Family Center, Boise

Topic: Healthy Athletes

Thursday, 12 February, 12:00 – 13:00 Floor Hockey/Expo Idaho, Boise, Cross Country, Sun Valley Resort, Sun Valley

Topic: Connecting with schools: Creating welcoming environments through Project Unify

FAMILY LOUNGES

The Family Lounges provided a warm atmosphere for families to have light refreshment and to relax. Family Lounges were also being shared with the MVP guests. They had the opportunity to enjoy their time together at the family lounges. At each family lounge we had children’s area. We had 3 Boy Scouts do Eagle projects for the games. They built children’s size picnic tables and gathered games, puzzles and books for families to enjoy while visiting the lounge. Families enjoyed the lounges at venues where the sport was outside. They were able to come in and warm up.

Family Lounge Commissioner attended venue team meetings in pre-games to keep family services up to date on all the plans at each sports venue. During games time they attended venue meetings each morning prior to the starting of game competitions. Overseeing volunteers and setting a warm hospitality lounge for families to enjoy.

AIRPORT FAMILY WELCOME DESK

The airport volunteers greeted registered family members upon their arrival. It is important to have a family welcome desk at the airport to answer question that families might have and to give directions. Volunteers found they were answering a lot of traveler’s questions about the games.

At the family welcome desk families were given a card (business size card) with the Main Family Center address, phone number and time of location. The address cards were very helpful for families to use for taxis, hotel shuttles and buses. As not all families speak English they found them to be very helpful.

Airport commissioners (2 volunteers worked together as team) oversaw the Family Welcome Desk and Family Ambassador Program.

FAMILY AMBASSADORS

Family Ambassadors also checked in at the family welcome desk and picked up there name tags that identified them as a Family Ambassador. We had no budget for shirts, so we asked the family ambassadors to wear a white shirt. It would have been nice if they had a special shirt to wear. That would be on a dream list if money were no problems. We had wonderful family ambassadors. It was very helpful when we could match ambassadors that had foreign language skill. Local news paper donated welcome signs to write the name of the family being welcomed to the games. Some ambassador families made their own signs. The family ambassador program was a huge success. Not all registered family members signed up to have ambassadors. It was such a great way to unit families of Idaho to families of the world.

B.EVENTS

FAMILY EDUCATION SESSIONS

Global Family Education Sessions or Global Family “Teas” are daily interactive informative sessions for Special Olympics Family Members attending the Special Olympics World Winter Games. These Global Family “Teas” will each have a unique theme, moderator and opportunity for discussion. The Sessions will be held at the various sports or other venues noted below from 12: 00 – 13:00 unless noted otherwise. Topics include Sibling Involvement in Special Olympics, Health and Families, Family Support Networks and Connecting with schools. In addition, all sessions will offer an opportunity for Sharing your Special Olympics Story.

Family Education Sessions were an SOI Event. GOC provide the space. SOI planned and conducted the event. The family education sessions were lightly attended. I had people who were asked to share information at the family education session asking me questions. No one knew who was in conducting the session. In planning I would have asked SOI for a complete list of who was conducting and presenting. So we could better inform family members. It was frustrating to have families and presenters’ wondering what was going on and thinking it was GOC event.

FAMILY NIGHT AT SPECIAL OLYMPIC TOWN

Special Olympics Town (SOT) will provide an atmosphere of entertainment, fun, and educational and cultural experiences for the competing athletes, coaches, and Heads of Delegation. SO Town will be in a location central to primary Games venues in each of the three Games cities—Boise: Center on the Grove, McCall: Shore Lodge, Sun Valley: Wood River Community YMCA—and can be accessed by the family members of the athletes on one evening only: Tuesday, 10 February, 16:00 - 22:00.

Registered Families had a fun night at Special Olympic Town experiencing the excitement that the athletes have at SOT. It was a great event for families to relax and have fun.

FAMILY RECEPTION

The Family Reception will be held on 13 February from 14:00 to 17:00 at the YMCA Home Court in Meridian, Idaho. With a Western Hoe Down theme, this will be an opportunity to celebrate the fun you have experienced at the 2009 World Games. The events of the evening will be dinner, music, entertainment, and family photos. Your credentials will be your ticket for entrance. Following the reception, transportation will be provided to the Closing Ceremonies. The Family Reception is sponsored by Clipped Wings.

Families had a wonderful time at the Family Reception. The food was served buffet style and was delicious. Western theme made it a fun way to celebrate the ending of the games. The only hang up was transportation. Buses were not arriving where they needed to be. Communication is a big issue with transportation. We had some budget issues that limited us on the level of service that we could provide. Make transportation as easy as possible for families who do not speak English. When possible keep the pickup and drop off the same. Having the family reception on the same day as closing ceremony and having sport competition also finishing made it difficult to get families where they need to be.

Family Film

Special Olympics is pleased to announce an invitation only screening for the

families and participants of the 2009 Special Olympics World Winter

Games of the award winning "Praying with Lior", a film about faith and

Inclusion.

As a special treat, meet the star, Lior and his brother Yoni, for a Q & A

Along with the film's Producer/Director Ilana Trachtman.

WHEN: Thursday, 12 February from 7:00 -8:30 pm

WHERE: Boise Center on the Grove, Summit Room (Media Entrance)

The Family Film Event was provided by SOI. We received the information about this event one week before the games began. We were asked to put flyers in the family welcome packets. That was a good idea but we did not receive the flyers until families had already begun to arrive. There was no date, time, and location on the flyers for families. We did hang up some of the posters that had the date and time available. This could have been a great event had the planning been better executed.

SECTION III. STRUCTURE AND SCOPE OF OPERATIONS

A. GOC Overall Organizational Chart and Function’s Role within the Structure

General Committee Structure

The Family Service Manager is responsible for managing all Family Services deliverables and Special Events at the 2009 Special Olympic World Winter Games (the ‘Games”).

This includes: identification and coordination of all family receptions, education sessions, coordination with Sports & Competition Directors, production and distribution of all Family Services materials; and coordination with any other GOC FA as needed to provide for any and all Family Services Events. Communication with Delegations, Family Coordinators and Heads of Delegation for Family Services information to be distributed to families. Registration of families for receiving credentials is another aspect of the Family Services Manager duties. Main Family Center and family lounges are venues that are directed by the manager. The manager oversees the family services committee.

The Family Services Assistant Manager is a volunteer Loan Executive. She will work closely with the Manager in assisting the Family Services Committee. The Manager and Assistant Manager together will coordinate the programs, receptions, education sessions, and main family center and family lounges to assure the needs of the Families are met and programs, receptions, education sessions and hospitality centers are productive.

Family Services has a pre-Games structure and a Games-time structure. The Family Services Commissioner of the Family Services Committee supervises both the pre-Games and Games-time structure. The Family Services Committee creates ideas, drafts plans and then shares all with the volunteers who will be assisting at Games time.

The Family Services Manager will provide the overall leadership, planning and direction of the committee. The Manager and Assistant Manager’s responsibilities include recruiting committee members, facilitating committee meetings, developing systems to ensure that issues facing the committee are addressed and in place, developing action plans and ensuring that the committee meets all of its objectives. Each area of the committee will be self-standing yet will fall under the direct supervision and leadership of the Manager and Assistant Manager. The Manager and Assistant Manager will lead the filing of the After-Action Report with the assistance of the Commissioner of Family Services following the finale of the Games.

The role of this committee is to carry out assignments and up-date the Manager as to successes and roadblocks. Members are asked to attend meetings frequently from August 2008 through February 2009.

Family Services Committee

· The committee is responsible for planning all the services and activities for family members and for providing all the necessary information in advance to help these families plan their trip.

· From monthly pre-Games information, airport operations, the registration center, the Welcome Packet, hospitality at each of the venues, a range of evening entertainment and special events, and the Family Ambassador Program, the Family Services committee will provide a presence at nearly every stage of the Games.

· The Family Services Committee is the key resource for Family Services. Their involvement over an eight month period prior to the games, in monthly hospitality committee meetings, is vital to the success of the services provided. 

1. Family Lounge Commissioners

· Responsible for attending Venue Team Meetings and relaying information from those meetings to the Family Services Manager.

· Assist in training of Volunteers

· Work closely with shift coordinators

· Oversee family lounge during games

· 1- Snowshoeing McCall, 1- Alpine Skiing Bogus Basin, 1- Figure Skating Qwest Arena, 1- Floor Hockey Idaho Expo, 1- Speed Skating Ice World, 1- Cross Country Sun Valley, 1- Snowboarding Sun Valley.

2.      Family Ambassador Program & Airport Commissioners

· Responsible for arrival and departure times schedule of family members. Meet and greet at the airport. The coordinator will receive arrival date, time, and country of origin, family name and hotel information from Family Services.

· Set up Family Welcome Desk at airport

· Assist in training of Volunteers

· Oversee the Family Welcome Desk at airport

· Work closely with shift Supervisors

3.    Pre-Games Registrar Commissioner

· Register family members of participating athletes coming to the Games via the family registration form - for Credentialing

· Will confirm that registrants are Family Members through the Delegation Family Coordinator.

4.     Family Lounge and Welcome Center Facilities Commissioner

· Responsible for overall decor of lounge i.e. sofa, chairs, entertainment for adults & kids

· Acquisition and placement of furniture within lounge setting

5.     Gift Bags Commissioner

· Work closely with the Development Department in receiving donated gifts

· Assemble gifts and gift bag

· Organize area at Family Welcome Center to distribute gift bags

The Gift Bags Supervisor will oversee assembling the gift bags and distribution of the gift bags to family members and will be provided with a list of family members by country (one gift bag per family, not family member.)

6.    Family Handbook Commissioner         

The Family Handbook Commissioner will oversee compiling and assembling of the family handbook, using the following information to be provided by the Games Organizing Committee (GOC).

· Competition Schedules

· Family Event Schedule

· Transportation /Maps

· Opening & Closing Ceremony tickets

· Reference information that will be helpful to visitors to Idaho, i.e. tourist information, banking, churches, etc.

Each Family will receive one family handbook.

7.     Family Education Session Commissioner

· Coordinate with SOI to determine required room set-up

· Oversee food and volunteers for the Family Education program

Volunteer Training

I. Volunteer Services Overview

II. Family Services Overview

III. Airport Arrival Desk

IV. Main Family Center

V. Family Lounges

I. Volunteer Services PowerPoint Presentation

II. Family Services Overview

A. Please check your email regularly. That will be our primary means of communication with you.

B.

III. Airport Arrival Desk

A. General Information

1. Families may arrive on the same flight as their athlete’s delegation, but families and delegations will separate from each other upon arrival in Boise to check in at different desks.

2. Some families will have been paired with Family Ambassadors who will help those visiting families negotiate the system at the airport (baggage claim, lost luggage, finding hotel shuttle service, etc.) Airport Arrival Desk volunteers will be given a list of Family Ambassadors and the visiting family with whom they are paired.

3. Family Services will provide Airport Arrival Desk volunteers with a binder with reference information, including a list of hotels with free shuttle service, how to deal with indigent families, how to deal with families arriving who have not exchanged currency before arrival, etc.

4. We will have a walk through at the airport on January 22, 2009 at 7:00pm-8:00pm for volunteers who will be working the Airport Arrival Desk during the Games.

5. If you cannot do your scheduled shift please e-mail carrie.leavitt@2009worldgames.org to inform.

B. Volunteer Job Description

1. Make sure welcome desk is well marked with signage viewable by arriving families

2. Welcome families as they arrive and check off names from the Arrival Sheet

3. Direct families to Baggage Claim

4. Assist families with lost luggage, and general tourist and Games information

5. Direct families to transportation to their hotel (taxi, shuttle, etc.)

6. Give families a list of places where they may exchange money

7. Give families directions to the Main Family Center

8. For families that arrive and have not pre-registered:

· Contact Family Services

IV. Main Family Center

A. General Information and Volunteer Job Description – Pre Games

(February 2 – 7, 2009)

1. “Load In” is the term used for set-up of the Family Center and will involve bringing in furniture, computers, tables, chairs and all furnishing and accessories to prepare to receive visiting families. We will need help for load-in.

2. As families arrive in Boise, they will be directed to the Main Family Center to receive credentials, welcome packets and a welcome gift. Families must show a government issued photo ID to receive their credentials.

3. Volunteers will distribute credentials, welcome packets (one per family) and welcome gifts (one per family) and will check names off a list provided by Family Services. Credentials and welcome packets will be organized by Country and then by family.

4. There will be a process for dealing with families who arrive unregistered (yes, it will happen).

5. Family Services will give each volunteer a Family Handbook so that volunteers are better able to answer questions and provide guidance to visiting families.

6. “Access to Athlete” forms will be available to families in the Main Family Center.

7. If you cannot do your scheduled shift please e-mail carrie.leavitt@2009worldgames.org to inform.

B. Volunteer Job Description – During Games (February 8 – 13, 2009)

1. Before open hours:

· Make sure family center is neat and clean

· Make sure food, beverages, napkins, cups, plates, plastic ware is set out and ready

· Check children’s area is tidy

· Turn on computers, if provided

2. During open hours:

· Welcome guests to the Main Family Center and check credentials

· Distribute welcome/information packets and welcome gift (one for each per family)

· Monitor the food/beverage area and restock and clean up as necessary

· Mingle with guests to make them feel welcome

3. After closing:

· Make sure all guests have left the family center

· Straighten up family center so that it is ready for the next day

· Check inventory of food, beverage, and paper/plastic ware and fill out order forms to restock items for the next day

· Turn off computers, if provided

V. Family Lounge

A. General Information

1. There will be a “Load In” activity to set up the lounges and we will need volunteer help during Load In.

2. Commissioner / Supervisor will have access to a cell phone or radio in the lounge to provide communications will Special Olympics personnel (security, medical emergency, etc.)

3. In addition to Athletes’ Families, the Lounge may be used by MVP’s (special guests, visiting dignitaries, celebrities, etc.) Please show restraint and treat these visitors with respect.

4. If you cannot do your scheduled shift please-mail carrie.leavitt@2009worldgames.org to inform.

B. Volunteer Job Description

1. Pre-Games:

· Attend volunteer training

· Participate in all necessary team meetings

· Follow guidelines given by your Commissioner and Supervisor

2. Before open hours:

· Make sure lounge is neat and clean

· Make sure food, beverages, napkins, cups, plates, plastic ware is set out and ready

· Check children’s area is tidy

3. During open hours:

· Welcome guests to the Lounge and check credentials

· Ensure professional and friendly service to family members

· Answer guests questions or direct them to “Guest Services”

· Monitor the food/beverage area and restock and clean up as necessary

· Interact with guests to make them feel welcome

· Be knowledgeable about family related information (evening events, transportation arrangements)

· Assure that no children are left without an adult family member in the lounge – no childcare is available

· Manage the Athlete Access Request process- Collect completed Athlete Access Request forms in the afternoon and submit forms to Heads of Delegation or Head Coaches

· Keep Family Services Commissioner or Supervisor informed of any issues in your work

4. After closing:

· Make sure all guests have left the lounge

· Straighten up lounge so that it is ready for the next day

SECTIONS IV. GUIDELINES/RULES/POLICES AND PROCEDURE

A. Management Policies

Definition of “Family”: any individual who is the husband, wife or child of the athlete, a blood relative of the athlete (mother, father, sister, brother, grandparent, aunt, uncle, niece, nephew), an individual who serves as the athlete’s legal guardian, foster parent, caretaker, or is involved with the athlete in a parenting role.

Family Access to Athletes: Head of Delegation or coach will determine if, when and where families can have access to their athletes.

Identifying Physically Impaired Family Members Needing Special Assistance: The Heads of Delegation and Family Coordinators have been asked to identify any families that are in need of special assistance. Family Services will collect this information and share it with the appropriate staff people. Families needing additional assistance may request it at the Main Family Center and will be reviewed as each case arises.

Special Seating at Venues for Families: Families will have special reserved seating at competition venues where possible. This special seating will be a roped off area that will include access control to check credentials to ensure that it is a family only area.

Special Viewing of Awards for Families: There will be special seating access for families for awards (where possible).

B. Functional Policies

Credentials for Family Members: All registered family members will receive a credential and must present it when requested for specific Games related activities.

Credentials for Children: Small children do not have to wear their credential but parents/guardians must carry the credential to allow admittance where required.

Welcome Gift Policy: Each registered family will receive one welcome gift.

Family Access to Tickets for Ceremonies, and Receptions:

Registered Families will receive tickets to ceremonies, and receptions. Families who register by the deadline (November 30, 2008) of registration will be guaranteed to receive tickets. The tickets will be included in the Welcome Packets which families will pick up at the Main Family Center.

C. Procedures and Scope

Accreditation Services

Accreditation Services’ role is to be certain that all registered family members receive a family credential and to replace lost credentials for families on an as needed basis.

Pre-Games

Accreditation Services relies on information provided by Family Registration that will found on-line mid-August 2008. This information will be collected in an Access database and monitored by the Family Services. The deadline to register as a family is November 30, 2008; however, we will accept onsite registration for families. Due to this onsite registration, the number of registered family members will fluctuate after November 30, but we will have a solid idea of the number of family credentials that must be ordered by the deadline.

The overall Accreditation Committee will dictate the “look” of the family credential, but the Family Services Accreditation Manager has the responsibility of pursuing the information that families may need to have represented on their credentials (i.e.: language skills, health concerns, name, etc.). These decisions will be made in conjunction with the need for information as well as practicality of distributing the information.

Once the Family Services Accreditation Manager receives all of the family credentials, she will divide them alphabetically for easy distribution for pick up at the Main Family Center.

Games Time

Credentials will be distributed at the Main Family Center to registered family members as they first check in. Each registered family member will receive a credential upon providing proof of identification (passport, Driver’s license or other government issued photo ID). Small children will be given a credential but are not required to actually wear it. Parents will be responsible for carrying the credentials for small children – still allowing access into areas where family credentials are required. If a family does not appear on the list or has not registered, they may simply register on-site and receive their credential.

If a family member loses his/her credential, it can be replaced at the Main Family Center. Family Services will verify a family’s registration by first reviewing the Family Registration Roster.

During Games time, the Family Services Supervisor will be responsible for tracking the need for printing additional family.

SECTION V. BUDGET

A. INITIALLY BUDGETED REVENUE AND EXPENSES

Family Services Budget

Item

Size

Quantity

Price

Total

Sofa, Love Seat, End Table, Lamp, Coffee Table, Set

3

84.00 per week / 2 weeks

252.00

Sofa, Love Seat, End Table, Lamp, Coffee Table, Set

7

42.00 per week / 1 week

294.00

Counter High Table w/ 6 Chairs

1

42.00 per week/

2 weeks

84.00

Counter High Table w/ 6 Chairs

6

24.00 per week

144.00

Computer

HP Pavilion Desk Top 22 “ monitor

3

1109.98

2,219.96

Computer Stand

3

229.99

689.97

TV

22’ w/DVD & stand

1

70.00 per week

140.00

Area Rugs

7

250.00

1,750.00

Tree Decorative

15

65.00

975.00

Floral Arrangements

Large

4

100.00

400.00

Bookcase

3 shelf

1

149.00

149.00

Banquet Table

8 ft 72 hour (5) 2 Weeks

2

37.50

75.00

Banquet Table

8 ft 72(3) 1 week

12

22.50

270.00

Tablecloth’s

90x156 72 hour (3) 1 week

12

52.50

630.00

Tablecloth

90x156 72 hour (5) 2 weeks

2

87.50

175.00

Chairs Folding

72 hour (3) 1 week

28

2.85

79.80

Chairs Folding

72 hour(5) 2 weeks

4

5.70

22.00

Recliner Chairs

14

20.00 per week

280.00

Table Decorative

Round Large

1

200.00

200.00

Coffee Pots

55 cups 72 hour (5) 2 weeks

1

77.50

77.50

Coffee Pots

55 cups 72 hour (3) 1 weeks

7

46.50

325.50

Clorox Wipes

105 ct

22

7.49

164.78

Hand Sanitizer

8 oz

19

2.19

41.61

Trash Cans

Large 32 gal

9

18.00

162.00

Trash Bags

30 gal 40 ct

9

7.49

134.82

Paper Towels

Rolls 12 pkg

2

13.39

26.78

Kleenex

100 ct box

18

1.32

23.76

Broom

8

7.99

63.92

Dust Pan

8

6.49

45.43

Vacuum

Hoover Deluxe Elite bag less

1

129.00

129.00

Computer Paper

500 ct ream

2

8.99

17.98

Rugs Outdoors

14

35.00

490.00

Baskets w /liners

Sets

4-set

10

29.99

299.90

Pens

24 ct box

2

2.29

4.58

Tablets

Legal 12pkg

1

6.99

6.99

DVD Movies

8

19.99

159.92

Post It Notes

12 pkg

1

4.99

4.99

Rubbermaid Totes

66 qt Clear

20

10.00

200.00

Staples

1

5.09

5.09

Stapler

1

7.99

7.99

Scotch Tape

2

1.59

3.18

Booklet Envelope

Top open 9x12 25 pkg

80

5.49

439.20

Labels

1000 ct pkg

2

49.99

99.98

CD Player

1

199.99

199.99

CD’s Music

8

14.99

119.92

Scissors

2

3.89

7.78

Metal Easels Stands

4 ft

6

69.00

414.00

Serving Tray’s

6

19.99

119.94

Extension Cords

28

19.66

550.48

Framed Pictures (Athletes & Idaho Scenes)

8

150.

1,200.00

Water Dispenser

Hot / cold

8 per month

( rent free ??)

13.00

104.00

Water Bottles

5 gal

120 bottles

5.49

658.80

Power Stripes

6 outlets

8

4.97

39.76

Total

16,288.46

Family Services Food Budget

Item

Size

Quantity

Price

Total

Rolls

12 ct

209 Bags

2.79

583.11

Butter Patties

400 ct

6 Boxes

13.17

79.02

Fruit Trays

Large 20 – 24 ser

90 Trays

44.99

4,049.10

Veggie Trays

Large 20- 24 ser

90 Trays

39.99

3,599.10

Cheese Trays

Large30-36 ser

59 Trays

59.99

1,739.71

Meat Trays

Large20-24 ser

90 Trays

54.99

4,949.10

Tea

10/100ct

2 Box

27.50

55.00

Coffee (Moxi vik ??)

6/33.9 oz

2 Box

59.78

119.56

Hot Chocolate

300 ct

8 Boxes

46.17

369.36

Sugar Packets

200 ct

5 Boxes

10.77

53.85

Creamer Non –dairy Packets

1000 ct

10 Boxes

18.81

188.10

Cookie Platter

36 ct

95 Platters

8.99

854.05

Brownie Bite Platter

54 oz

80 Platters

14.99

1,199.20

Cups Foam

10 oz 1000 ct box

36 Boxes

26.66

959.76

Spoons Plastic

10/100 ct Box

8 Boxes

37.70

301.60

Forks Plastic

10/100 ct Box

4 Boxes

37.70

150.80

Plates Paper

6” 500 ct box

5 Boxes

44.42

222.10

Napkins

100 ct

25

1.99

49.75

Granola Bars

10 ct

1,260 boxes

3.08

3,880.80

Grandmas cookies mini

60ct / box

40 boxes

17.70

708.00

Oranges

72 ct box

41 boxes

16.47

675.27

Apples

5 lb bag (15 per bag)

200 bags

6.04

1,208.00

Bananas

40 lb box

34 boxes

22.00

748.00

Yogurt

3000

.69

2,070.00

String Cheese

3000

.50

1,500.00

Grandma Cookies

Choc. Chip Oat / Raisin 60 ct

40 boxes

20.55

822.00

Total

31,134.34

Gift Bags

Circle Organza 22” Light Blue

2000

.32

640.00

Pre- tied Elastic Bows

6” Loop light blue

40 pkgs

1.90

76.00

Total

716.00

SOI Needs

They Pay For.

Family ED. Sessions

Chairs Folding

3 days 72 hours

30

2.85

85.50

Banquet Table 8’

3 Days

1

7.50

22.50

Projector

Do we have?

Microphone w/ Speakers

Do we have?

B. ACTUAL BUDGET AND EXPLANATION OF VARIATIONS

I was informed after I had submitted my budget that I did not get a budget and was reminded often of that. So how do you run Family Services without a budget?

Families were not given a location for a Main Family Center so we went out on a search in Boise downtown area to find an empty location. After searching we found a perfect location for the Main Family Center. The owner of the building was fantastic to work with and was willing to give the space VIK. We were so excited. Now that we had a location we need the furnishing to go in it. Our development department contacted Central Rent to Own Furniture. We found them wonderful to work with. They furnished all the family lounges and the main family center for VIK. They provided sofa’s, love seats, chair, end tables, coffee table, lamps, TV’s, DVD players, decorative fireplace, table and chairs, computer desks, and a refrigerator. They went out of their way to make the Main Family Center and Family Lounges comfortable for our families. Then we put our Decorating Commissioner and committee to work. They did their magic. They collected and gathered old skis, snowshoes, ice skates, sleds, trees, garland, pillows, lanterns, and stars. The main family center looked and felt like you had walked into your home away from home. Of course it was VIK. (From all their homes) What an amazing group of volunteers! Cole Marr Photography had a store in the same building as the Main Family Center they brought beautiful photos of Idaho to hang in the Family Center. It was a special touch of Idaho. We needed 8ft tables and table clothes. I went around and gathered all the tables and folding chairs I could find at the GOC. For table clothes Pat Smith who worked for the GOC gave us table clothes to use. (She had been a caterer)I was so grateful to her for her kindness. For our gift for families we had some great sponsor’s Ellen’s Gourmet Fudge tin of fudge, Camille Beckman lotions and soap, Boise Town Square Mall bags, Idaho Potato Commission spudy buddy, all were VIK.

Food and Beverage provided coffee, tea, yogurt, string cheese, and fruit. We wanted homemade cookies. So we contacted certain individuals to donate cookies. (Yes Hygiene was considered for individuals) The cookies were a big hit with families. For our children’s play area 3 Boy Scouts for Eagle Projects built children size picnic tables, bookcase, and gathered games, puzzles and books. It was a great project for the scouts and we so appreciated it. Cable One put in cable TV and a DVR so we could have the Opening Ceremony playing all the time for families to watch. It was a huge hit.

I did need to purchase two items costing as I was not able to get them any other way then to purchase them.

Items purchased:

800 ct. Organza circles 20 inches and bows $385.00

1000 ct Business Cards $ 85.00

Total $ 460.00

I have found that the people of Idaho are some of most kind and generous in the world. I can say you can do family services on a tiny budget. But it is a lot of extra work.

SECTION VII. KEY INTERFACES

A. PROVIDERS OF INPUTS, INFORMATION AND SERVICES

1. General

a. Accommodations Functional Area – recommended hotels that were to be on the bus routes. It is important to provide families a list of hotels on or close to bus routes so that those requiring Games Transportation can book hotels on the bus route. We had family members who did not have a credit card to make reservation on –line they came without reservations. Be prepared to handle these time of situations.

b. Transportation Functional Area – provided bus routes and schedules. Transportation was our biggest issue. It is important for Family Services to have input and stay informed about proposed bus routes to insure that all transportation needs are addressed. After routes have been set, Family Services should make sure they understand completely how the routes will operate. Families will look to Family Services to explain how transportation routes work.

c. Sports Venue Functional Areas – provided sports competition schedules.

d. Heads of Delegation and Family Coordinators from participating countries are an important link between Family Services and visiting families, especially in situations where families do not have email and internet access. It is important to communicate information to Heads of Delegation and Family Coordinators in order to relay information to families. We found that some Head of Delegation and Family Coordinators did not pass on information that we had sent to Delegations. Communication is very important.

e. Media Relations and Communications Functional Area – provided expertise in editing to make documents, forms, the handbook, and other print projects ready for distribution.

f. Computer Technology Functional Area- provided technical assistance with the online registration form and adding Family Services information to the website. Make sure to think about how you will use information from online registration and use drop down menus as much as possible. For example, provide drop down menus when requesting the athlete’s sport, to make using that information easier. If your drop down menu lists alpine skiing and cross country skiing, you don’t have to figure out what the sport is when someone just lists “skiing”. The same issue came up with figure skating and speed skating.

g. Logistics Functional Area – provided delivery of materials and furnishings to the Main Family Center and the Family Lounges. Careful boxing and marking of items following the Games will make it easier to retrieve important documents and items from the Warehouse.

h. Boise State University students researched information to be included in the Family Handbook including locations of religious institutions, activities available, and other information that would be helpful to visiting families.

i. Volunteer Services Functional Area – provided volunteers to meet the staffing needs of Family Services. They also provided a basic level of training online.

j. Language Services provided translators and phone numbers for reaching off site translators for communication issues with visiting families.

k. Product Donations – Family Services received donations from local business to be used as welcome gifts for families. In addition to coupons from various stores and restaurants, notable donations were small tins of fudge from Ellen’s Gourmet Fudge, Eagle, ID; skin care products from Camille Beckman, Eagle, ID; and tote bags from Boise Town Square Mall, Boise, ID, and plush Idaho Spuddy Buddy toys, Idaho Potato Commission, Eagle, ID.

2. Main Family Center

a. Food & Beverage Functional Area – provided snacks, drinks, cups, napkins, plastic ware, etc. for the Main Family Center and replenished stocks as needed.

b. Central Rent – to-Own provided furnishings (couches, tables, chairs, lamps, televisions, computer tables, fireplace)

c. Cable one provided cable service and a DVR. We were able to tape the Opening Ceremony and play it back almost continuously for family members.

d. Boy Scouts – used Eagle projects to make child-sized picnic tables and a bookshelf and to provide games, books, crayons, coloring books, etc to set up a play area for children of visiting families.

e. Computer Technology Functional Area – provided three computers with internet access and a printer/copier making it possible for families to have computer and internet access. The printer was invaluable for families and Family Services staff.

3. Family Lounges at each Sports Venue

a. Food & Beverage Functional Area – provided snacks, drinks, cups, napkins, plastic ware, etc. for each Family Lounge and replenished stocks as needed.

b. Central Rent-to –Own provided furnishings (couches, tables, chairs and lamps) for each Family Lounge

B. RECEIVERS OF OUTPUTS, INFORMATION AND SERVICES

1. Accommodations Functional Area received hotel information compiled from Family Services registrations.

2. Transportation Functional Area received hotel information compiled from the Family Services registrations to aid Transportation in selecting bus routes. It is important for Family Services to work closely with Transportation in developing Games transportation routes and schedules. Getting families where they need to be when they need to be there is a very important concern which should not be passed over lightly.

3. Receptions Functional Area received information compiled from Family Services registrations concerning the numbers of family members planning to attend the Opening Ceremony, the Family Reception and the Closing Ceremony.

4. Special Olympics International received information compiled from Family Services registrations concerning the number of family members planning to attend SOI sponsored Family Educations Sessions. Special Olympics International should be encouraged to put more preparation into these sessions. Families arrived expecting to receive information from the presenters. In reality, the sessions were opportunities for families to share their own experiences about certain topics. At the least, someone should be taking notes during the sessions in order to put together printed information for future use. Better still would be for SOI presenters to come with printed information in hand to give to families and then add information shared during the session for future dissemination.

5. Media Relations and Communications Functional Area received information from Family Services for inclusion on the 2009 World Winter Games website. Information provided on the website included the Family registration form, Family Ambassador Program information, the Family Handbook and other updates for Families.

6. Delegation Services Functional Area received information from Family Services for inclusion in the monthly Delegation Update newsletters. This is a valuable method of passing information on to families in a timely fashion.

7. Volunteer Services Functional Area received staffing needs information from Family Services based on number of shifts required and numbers of volunteers needed per shift.

SECTION VII. FORMS, DIAGRAMS AND APPENDICES

A. PRODUCTS/ PROMOTIONAL ITEMS/ GUIDES

Family Handbook

See Attachment

Main Family Center Photo’s

See Attachment

Family Registration Form

See Attachment

Family Lounge Flow Chart

See Attachment

Family Reception Invitiation