VOLUNTEER HANDBOOK
TABLE OF CONTENTS 1. WELCOME TO THE VOLUNTEER TEAM 2. SUPER BOWL OVERVIEW 3. GENERAL VOLUNTEER INFORMATION GREENSTREET HEADQUARTERS VOLUNTEER UNIFORM TRANSPORTATION, PARKING & CHECK-IN FOOD & REFRESHMENTS PERSONAL BELONGINGS SCHEDULE CHANGES SUPERSTAR VOLUNTEER CORE VALUES NFL CREDENTIAL POLICY VOLUNTEER CODE OF CONDUCT 4. EVENT SAFETY PROHIBITED ITEMS LIST EMERGENCY SERVICES & FIRST AID INCIDENT REPORTING LOST OR MISSING CHILDREN PROCEDURES WEATHER 5. HELPFUL RESOURCES HOUSTON SUPER BOWL HOST COMMITTEE APP HELPFUL RESOURCES LOST & FOUND
WELCOME TO THE VOLUNTEER TEAM! Thank you for supporting the Houston Super Bowl Host Committee in Super Bowl LI! This handbook has been designed to be a resource for you during the Super Bowl LI events. Please take a moment to carefully review this information. Being familiar with these details will help you demonstrate Houston s true charm and hospitality. Your support will make Super Bowl LI a Super Bowl like no other, because Houston is like no other city. Houston doesn t depend on its past. It looks to, and stands for, the future. It s a modern and dynamic city renowned for its hospitality. The most diverse city in the U.S., Houston is a city with no equal. We appreciate your dedication to the team and the City of Houston! The most important phone number to remember during Super Bowl week is the Volunteer Hotline. This is a direct line to the Volunteer Headquarters, so we can support you in your role and help answer any operational questions you may have. If your circumstances change and you cannot make a shift or you need to update your schedule, we ask that you log into your volunteer portal to make those changes. All the necessary information to prepare you for your role will be on your volunteer portal. Please be patient as we answer phone calls and respond to emails from our 10,000 volunteers. VOLUNTEER HOTLINE: 1-844-739-4159 VOLUNTEER EMAIL: VOLUNTEER@HOUSUPERBOWL.COM
SUPER BOWL OVERVIEW Welcome to Super Bowl LI! This is the biggest single sporting event in the world with thousands of people coming to Houston and millions more watching from all corners of the globe. Even though there have been large events in Houston before, including two previous Super Bowls, this spectacle will be of a magnitude the city has never seen before. And we get to be a part of it. Super Bowl LI has been a long time coming for Houston. The Host Committee has planned for this since the NFL awarded the game to Houston in 2013. The bid, which took months to prepare before it was ready to send to the owners, has served as our guide regarding what needed to be provided for the game. From the beginning, though, the Host Committee has planned to exceed the greatest of expectations and provide an unparalleled Super Bowl experience to everyone who comes to Houston. Whether it be visiting fans, players, team owners, league officials or our fellow Houstonians, it s our goal to provide them with a great time and make want to come back and do it again after the game is played. For that to happen requires an incredible amount of preparation covering logistics, traffic, security, entertainment and information. As volunteers, you will be at the crossroads of all those aspects of Super Bowl LI, and an integral part of our plan to host an exceptional experience for everyone. Because you will be in direct contact so often with the people so important to our mission, it is imperative to make sure you have an understanding of the overall plan and can communicate the necessary information quickly and easily. Events like the Super Bowl are incredibly important to the host city for a number of reasons. The economic impact will be a big plus for the area as people flock to Houston for the game and festivities. It raises the profile of the city across the country and around the world, for two weeks major networks will broadcast from Houston and they can only talk about football for so long. Houston will become part of the conversation during Super Bowl Week and we have an important role in shaping the conversation and showcase our city in a way that isn t possible without this event. Last year Super Bowl 50 served as a year-long retrospective of the game. The 50-yard lines were gold and there was a concerted effort to look back at the first half-century of this game. Because of this the Host Committee has always looked at Super Bowl LI as the first Super Bowl of the next 50 years. The Super Bowl of the Future in the City of the Future. Demographically, present-day Houston represents what the rest of the United States will look like in the coming decades. Houston is the most diverse city in the nation with more people flocking here from around the globe every day. As diverse as the city is, football is a unifying force in the community. This is football country and the roots of the game run deep here. When combining something so important to the community and our desire to welcome guests and show off our city, great things can happen. The biggest parties during Super Bowl week will be centered in downtown Houston with Super Bowl LIVE and the NFL Experience Driven by Genesis.
Super Bowl LIVE is the free fan festival anchored in Discovery Green and extending all the way to Root Park. There will be concerts, food, exhibits and an out of this world ride that combines virtual reality with a drop tower. The NFL Experience Driven by Genesis is the NFL s ticketed interactive fan experience with games, Hall of Fame displays, exhibits, player appearances and autograph sessions and much more. This will be located inside the George R. Brown Convention Center. Attendance at Super Bowl LIVE is expected to top 1 million people over the course of the 10 days leading up to Super Bowl LI. With so many people coming downtown we have worked hard to provide a comprehensive traffic and transportation plan called Know Before You Go which provides preferred routes and parking areas into downtown as well as several shuttle, bus and rail, and alternative options for fans to attend the events. This will all be included on the Host Committee s web site and on the Super Bowl App. It s our job to make sure they have a great time. We expect all superstar volunteers to have a clear understanding of the events, the best methods for getting to and from these events, and the ability to inform guests about the city with a smile on our face. These will be the largest, but not be the only events held during Super Bowl week. Other NFL events include Opening Night Fueled by Gatorade at Minute Maid Park on Monday, Jan. 30. This is the evolution of Media Day, it is now a ticketed event, open to the public and is the first chance to see both teams in Houston before Super Bowl LI. The night before the Super Bowl there are two more large NFL events, NFL Honors and the Taste of the NFL. NFL Honors will be held at the Wortham Center downtown and is where all the end of season awards will be handed out. It is also where the next Pro Football Hall of Fame class is announced. The Taste of the NFL will be held at the University of Houston and will feature celebrity chefs and former players from each NFL city with proceeds benefiting food banks in each city. At the end of the week is the big event, Super Bowl LI. Houston is no stranger to hosting the Super Bowl, this is the third time the game has been played here. Super Bowl VIII was played at Rice Stadium with the Miami Dolphins beating the Minnesota Vikings, and 30 years later Super Bowl XXXVIII was played at Reliant (now NRG) Stadium with the New England Patriots beating the Carolina Panthers. The AFC has won each Super Bowl played here in Houston and each team that won here also won either the year before or after. The Dolphins were a perfect 17-0 when they won Super Bowl VII, and the Patriots beat the Philadelphia Eagles in Super Bowl XXXIX. Super Bowl LI will also be played at NRG Stadium. There are no festivities planned at the stadium before gameday
GENERAL VOLUNTEER INFORMATION GREENSTREET HEADQUARTERS The Houston Super Bowl Volunteer Headquarters at GreenStreet is located downtown at 1299 Main Street, Houston, TX 77002 (next door to the Forever XXI). This will be the central location throughout the ten days to direct your questions, address concerns and solve problems. Decisionmaking individuals will be available at headquarters during the hours listed below. Volunteer Headquarter Hours: Friday, January 27 Saturday, January 28 th Sunday, January 29 th Monday, January 30 th Tuesday, January 31 st Wednesday, February 1 st Thursday, February 2 nd Friday, February 3 rd Saturday, February 4 th Sunday, February 5 th 7:00am 10:30pm 7:00am 10:30pm 7:00am 10:30pm 11:00am 9:30pm 11:00am 9:30pm 7:00am 10:30pm 7:00am 10:30pm 7:00am 10:30pm 7:00am 10:30pm 7:00am 3:00pm VOLUNTEER HOTLINE: 1-844-739-4159 VOLUNTEER EMAIL: VOLUNTEER@HOUSUPERBOWL.COM VOLUNTEER UNIFORM Volunteer Uniforms are distributed at the Volunteer Headquarters at GreenStreet. No other clothing or materials with advertisements, logos or commercial messages are permitted. A lanyard with credential must be worn at all times while working in areas where a credential is required, including Super Bowl LIVE and the NFL Experience. Volunteers located at the NFL Experience and NFL House will receive further information about your uniform requirements. Please wear black/dark slacks or capris pant along with comfortable shoes (No heels) with your super star volunteer uniform. No shorts, please. All clothing should be clean and free of tears. If you are going to enjoy super bowl activities before or after your scheduled shift, please be sure to bring alternate attire to wear. Uniforms and credentials should ONLY be worn during shifts.
TRANSPORTATION, PARKING & CHECK-IN We strongly encourage each volunteer to download the Super Bowl LI app to gain access to the most upto-date parking and transportation options. On your online volunteer portal, we will host training materials about transportation and parking. Please take the necessary time review the Know Before You Go transportation information. Volunteers working in downtown Houston will be provided the following parking locations. You are not required to park there and are free to make other parking arrangements; however, the Host Committee will NOT reimburse you for any other parking arrangements. Please park based on your Check-In Location: Volunteer Headquarters at GreenStreet Check-In (Includes Super Bowl LIVE & Downtown Experience, WOW Factor, Houston LIVE, Headquarters, Special Operations, some Downtown Hotels, Concierge Command Center, Hospitality Houses) Parking Address: Free Parking at 700 Leeland Street, 77002 *Your credential and uniform will be your parking pass Check-In Location: 1299 Main, 77002 NFL Experience @ the George R. Brown Convention Center Parking Address: Free Parking at 609 Main Street *Your credential and uniform will be your parking pass Check-In Location: George R. Brown Convention Center, 1001 Avenida De Las Americas, Houston, TX 77010 Hall A3. Enter Street Level Staff Entry across from Marriott Marquis. You can use the light rail (at your expense $1.25 each way) or walk six blocks to the convention center. Intercontinental Airport (IAH): 2800 N Terminal Rd, Houston, TX 77032 Parking Address: 18700 John F. Kennedy (Parking cost?)/ Terminal C Lots: Purple, Blue or Brown Garages (park on any level [not valet], take garage elevator down to subway tram to Marriott) *Parking validations will be distributed at the end of your shift Check-In Location: Marriott Hotel inside the Airport William P. Hobby Airport (HOU): 7800 Airport Blvd, Houston, TX 77061 Parking Address: Blue Garage *Parking validations will be distributed at the end of your shift Check-In Location: The Conference Room at the opposite end of the terminal from the Blue Garage *All Other Locations or one-off events during Super Bowl LI festivities will receive special instructions for parking and check-in requirements*
FOOD & REFRESHMENTS Volunteer meals, snacks or other accommodations will be provided during dedicated times throughout the day, but we strongly encourage volunteers eat before their volunteer shift time. Staff and/or Volunteer Captains will coordinate breaks for all volunteers. It is important that volunteers stay hydrated throughout their shift. We recommend you fill up the water bottle you received as part of your uniform before you leave for your shift. Water will also be provided at central locations to re-fill your water bottle. At no time are alcoholic beverages to be consumed by any volunteer wearing a uniform before, during or after his or her assigned shift. There is a zero-tolerance policy. PERSONAL BELONGINGS Please do not bring any personal items unless they can be kept on your person or in your backpack. Unfortunately, we do NOT have a secure location to store your personal belongings. The Houston Host Committee is not responsible for any personal articles that you bring to your volunteer assignments. SCHEDULE CHANGES The success of Super Bowl LI is directly related to commitment of each and every volunteer. We appreciate your time and willingness to share your talents and hospitality. It is very important that you arrive 15 minutes before your allocated shift time, appropriately dressed in uniform and ready to perform duties. If you are unable to complete one of your assigned shifts, please log into your portal and make those necessary changes providing at least 48 hours notice where possible. SUPERSTAR VOLUNTEER CORE VALUES The volunteer team was built with the goal of delivering an amazing Super Bowl experience, and sharing Houston s incredible story with the world. We are doing this by following our core values. These values are what we are looking for from our Volunteer Team. INTEGRITY: Deliver with a sincere open attitude, be approachable and honest to people. TEAMWORK: We are one team and will succeed only if we work together. INNOVATION: Houston is the city of the future a home to forward-thinking and the most diverse metropolitan city in the United States. Behave in a way that inspires others. EXCELLENCE: Provide a once in a lifetime experience to every guest. Strive for the absolute best both in what you deliver and the attitude you adopt. COMMUNITY: The volunteer program will represent all that is great about Houston. Treat everyone the way you would like to be treated in every interaction, no matter how minor. HAVING FUN: Volunteers will be the faces of Super Bowl LI. Above all else, the road to the Big Game will be exciting as we create Houston history
NFL CREDENTIAL POLICY A credential is issued solely to you as a volunteer for the purpose of providing access to those who have a legitimate working function in connection with Super Bowl LI and related events and solely for the purposes of performing assigned duties. REPORT ANY LOST OR STOLEN CREDENTIALS IMMEDIATELY BY CALLING THE VOLUNTEER HOTLINE. If you find a lost credential, please give it to a Host Committee staff member at your location or at the Volunteer Headquarters (1299 GreenStreet). Any unauthorized use of this credential subjects the holder to ejection from the venue and removal from the Volunteer Program. VERY IMPORTANT SOCIAL MEDIA POLICY: Do NOT post or otherwise distribute any photograph, image, video or other depiction or description of your official NFL credential on any social networking/media site, any other website or in any other media whatsoever now or after the Super Bowl. To ensure you do not break this policy, we recommend you do NOT take a picture while wearing your NFL Credential. If a volunteer fails to comply with these terms or any or all security measures or policies, the credential will be revoked and credential holder will be subject to ejection from the venue and removal from the Volunteer Program.
VOLUNTEER CODE OF CONDUCT As a Houston Super Bowl Host Committee volunteer, you are an ambassador for Houston. A high- level of customer service is expected to be displayed at all times. Volunteers should be courteous, friendly and helpful to all guests. We expect each volunteer to be immediately responsive to guests and handle all situations reasonably and calmly. For volunteer-related situations that cannot be resolved, please communicate with your volunteer captain or contact the Volunteer Hotline. Please follow these guidelines: Volunteers should wear their official credential and uniform at all times while on shift. Be respectful of all individuals regardless of gender, age, race, color, national origin, religion, marital status, citizenship, disability and other personal characteristics. Always do your best to accommodate our guests. Never answer, I don t know. Instead, say, Let me find the appropriate person who can help you. No Celebrity Autographs or Photographs. During a volunteer shift, a super star volunteer s focus is to provide an excellent guest experience and should not solicit photographs or video special guests of the NFL. Personal cell phones should be carried for emergency updates and communications, but personal use should be very limited. Volunteers should be focused on the guests. Do not consume alcoholic beverages while in your uniform at any function. Do not chew gum or smoke while on your shift. Children, friends and family members or pets are not to accompany you on your volunteer shift. Service animals are permitted but please make the Volunteer Team aware of this situation. Volunteer parking arrangements should only be used while working a shift. Please refrain from posting social media content while on your assignments and please refrain from making any disparaging comments about the NFL, the Super Bowl, the Host Committee or other related parties during the event period. RECOGNITION To recognize our super star volunteers, we will be presenting volunteers with three unique recognition items that will be distributed during their shifts. These are special items only for our super star volunteers to show our appreciation for your time. If you find a lost recognition card, please hand into your volunteer captain or at one of the lost and found locations.
EVENT SAFETY The Houston Super Bowl Host Committee s top priority is to provide a safe environment for all guests and volunteers. You are expected to act in a safe manner and report unsafe conditions to the Host Committee Operations Center or security personnel at your venue. SECURITY POLICIES In an effort to enhance public safety, the Houston Super Bowl Host Committee will implement the following security policies for Super Bowl LI. All individuals, including volunteers will be subject to a search upon entry to Super Bowl LIVE and NFL Experience. All individuals, regardless of age, must have a valid event ticket to NFL Experience. The NFL clear bag policy will be in effect at NRG Stadium. The following Guidelines are in place for Super Bowl LIVE and NFL Experience: All guests and items (purses, small handbags, etc.) are subject to physical inspection by security personnel, and anyone not agreeing to this search will be restricted from entering No bags, purses, or backpacks larger than 16 x 14 x 12 No pets other than service animals No bottles, cans, liquid containers, or coolers (except for guests with medical or dietary needs) No food or beverage not dispensed by the Event Concessionaire No video recorders or still cameras with lenses longer than 4 inches No drones or UAVs (Unmanned Aerial Vehicles) of any kind No weapons and/or firearms of any kind, including pepper spray or electronic stunning devices No missile-like objects No hover boards or any other self-propelled devices No laser pointers No artificial noisemakers No poles or sticks of any kind No object that may obstruct another guests view, including umbrellas over 4 feet in diameter No folding chairs, bikes, or other large personal items No promotional items with commercial slogans or identification without written consent from the NFL Any item deemed dangerous or inappropriate by management will not be allowed at Super Bowl events Confiscated items will be disposed of and not returned Items left in vehicles should be stored out of sight
INCIDENT REPORTING An essential task for all volunteers is to report injuries or property damage to your Captain, Host Committee Staff Member or security as soon as possible. Upon arrival to your volunteer venue, familiarize yourself with the location of all exits and ADA access points. If you are faced with an uncomfortable or dangerous situation, immediately contact your area captain or most immediate venue staff member. SUSPICIOUS ITEMS: In the event of a suspicious package, box or bag, do not touch or move the item. Immediately notify your area captain, or contact a public safety official and/or event security. PROPERTY DAMAGE: Please report any property damage, vandalism or unsafe to your volunteer captain or volunteer staff. LOST OR MISSING CHILDREN PROCEDURES: If you find a lost child, please follow the following procedures: 1. Stay Calm, Keep Calm and assure the child/parent that you will help them. 2. Introduce yourself and ask them their name. 3. Stay with them for 3 minutes to determine if the child/parent are currently searching for them in the same area. 4. Notify your area captain, nearest volunteer team member or local authority about the situation. 5. Escort the child/parent to the nearest safe location or volunteer headquarters based on your location. This may be an information booth or security access point. But please don t remove lost children from the venue where they were discovered. Captains or staff will communicate to local authorities to update them on the child/parent location. 6. Do not leave the parent or child until the child has been found or unless otherwise instructed by the Houston Police Department. WEATHER Weather will be monitored throughout the week. Should a threat of inclement weather exist, the event staff will alert you of any alternate plan. Please be sure to check the weather before the start of your shift and dress appropriately.
HELPFUL RESOURCES The Houston Super Bowl Host Committee has created numerous maps/guides to help our guests navigate Houston. These resources will be provided to you at the beginning of your shift. Please familiarize yourself with these resources to ensure we have a great fan experience. SUPER BOWL LI APP Search Super Bowl LI on your phone App Store VISITOR INFORMATION Greater Houston Convention and Visitors Bureau 800-4-HOUSTON or 713-437-5200 www.visithoustontexas.com EMERGENCY SERVICES POLICE: Houston Police Department EMERGENCY (POLICE/FIRE/EMS): 911 NON-EMERGENCY: 713-884-3131 LOST & FOUND Please return all Lost & Found items to the nearest Information Booth, Volunteer Headquarters or Host Committee Staff Member. Post event, all items will be returned to Volunteer Programs team office. Lost and Found inquiries should be directed to: volunteer@housuperbowl.com Houston Super Bowl Host Committee Harris County METRO Downtown District NFL Super Bowl App www.housuperbowl.com/transportation www.houstontranstar.org http://www.ridemetro.org/ www.downtownhouston.org www.nfl.com/sbapp
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