Science World Volunteer Handbook

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VOLUNTEER HANDBOOK

VOLUNTEER HANDBOOK

TABLE OF CONTENTS WELCOME TO THE TEAM!

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ORGANIZATIONAL INTRODUCTION

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A Brief History A Bold Vision An Important Mission A Strategic Role in Bridging the Science Gap in BC Board of Directors Our Staff & Volunteers Departments Functions Our Creed PROGRAM INTRODUCTION

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The Science World Volunteers Program

VOLUNTEER BENEFITS & PRIVILEGES

VOLUNTEER RECOGNITIONS

Volunteer Roles Applying for Other Volunteer Opportunities Your Volunteer Experience

ORIENTATION & TRAINING

COMMUNICATIONS EVALUATION & FEEDBACK The Team That Supports You DAY-TO-DAY STUFF

Being a Science World Volunteer

OUR EXPECTATIONS Commitment

Our Service Philosophy

Our Service Commitment

Our Service Standards Conduct

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DAY-TO-DAY PROCEDURES

Building Access

Uniform & Dress Code Lockers

Shift Schedule

Documenting Hours Parking Breaks

Personal Phone Calls Guests

Record Keeping

Leaves & Absences IMPORTANT POLICIES

VOLUNTEERS & THE LAW

OUR HEALTH & SAFETY POLICY STATEMENT

EMERGENCIES

CRIMINAL RECORD CHECK

CONFIDENTIALITY & PRIVACY

HARASSMENT

USE OF CORPORATE ASSETS

SOCIAL NETWORKING & BLOGS

COMPLAINT & DISCIPLINARY PROCEDURES

TERMINATION

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WELCOME TO THE TEAM! On behalf of Science World British Columbia, I would like to thank you for volunteering your skills and time.

As a volunteer, you are an integral part of the Science World experience. You play an important role in the realization of our mission. Like us, you are here because you love science and love to inspire others.

You are the catalyst that makes science accessible and engaging. Your efforts add an important personal touch to the fun, playful environment at TELUS World of Science and you enhance our visitors’ experience.

We work as a team to create results that go beyond expectation. We aspire to continually improve the programs and services we offer. We are thrilled that you have joined our team and we look forward to working with you to inspire future science and technology leaders.

Welcome aboard!

Bryan Tisdall President & CEO Science World

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The heart of a volunteer is not measured in size, but by the depth of the commitment to make a difference in the lives of others. —DeAnn Hollis

SCIENCE WORLD BRITISH COLUMBIA

ORGANIZATIONAL INTRODUCTION A Brief History It was 1977 when the Junior League of Greater Vancouver (a women’s volunteer community improvement organization) and the Vancouver Social Planning Department joined forces to create a not-for-profit society dedicated to creating a hands-on, informal learning centre for science and technology that served all of British Columbia. Their hard work came to fruition in 1982, when the demonstration Arts, Sciences and Technology Centre (ASTC) opened its doors at 600 Granville Street.

The society knew that to house its big dreams, they would need a larger, permanent home to serve the community. Expo 86 left British Columbia with a spectacular geodesic dome building and the ASTC Science World Society managed to secure the landmark facility just in time for a dedication from Queen Elizabeth II during her visit to Vancouver in 1987.

After major renovations, Science World opened its doors to the public in 1989 and attracted 705,000 visitors in its first year.

In the following years, Science World took the hands-on learning approach across the province. A five-year funding agreement with the Province of British Columbia allowed Science World to create BC PALS (the BC Program for the Awareness of Learning Science). This program ensured that every K–7 student in BC received the opportunity for one free Science World experience per year. BC PALS came to an end in 2010, but the outreach programs continue to reach across the province.

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The False Creek facility was renamed TELUS World of Science in 2005 following a $9 million naming rights agreement with TELUS. Though the name of the building changed, the not-for-profit organization continues to be known as Science World.

During the 2010 Olympics in Vancouver, Science World was home to the Sochi 2014 organizing committee. This allowed the dome to play a central role in the excitement of the Olympic Games that swept the city.

Shortly after the completion of the Olympics, the highly anticipated facility renovations began.

Science World embarked on a $35 million expansion and renovation project in 2010 that added new gallery space, new labs, a new lobby and technologies that would increase the building’s environmental sustainability.

Renovations continued into 2011 and so did community outreach programming. Thanks to the Year of Science and the Provincial Government through the Ministry of Science and Universities, Science World was able to continue engaging the community at large with activities that included the Community Science Celebration, On the Road, and Opening the Door programs.

A new year saw new beginnings at TELUS World of Science. In 2012, the renovations were completed and the new facility greeted visitors with new programs, gallery spaces and a new park! The Ken Spencer Science Park debuted and embraced visitors with its 35,000 square foot space dedicated to urban sustainability, planning and green energy.

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A Bold Vision A province that creates and employs scientific knowledge and technological innovation to enable a healthy, prosperous and sustainable society.

We see this province’s workforce trained with the science and technology skills necessary to help our economy thrive.

An Important Mission Science World British Columbia is a not-for-profit organization which engages British Columbians in science and inspires future science and technology leadership throughout our province.

What does that mean? We want to get kids excited about science so that it’s something fun, accessible and relevant. By inspiring kids with science when they’re young, we help ignite their minds and encourage them to grow up to become tomorrow’s science and technology innovators.

They’ll go on to heal our sick, protect our environment and build our cities.

A Strategic Role in Bridging the Science Gap in BC There is a growing gap between our societal needs for continuous science and technology innovations and the number of people pursuing scientific careers.

Science World’s role in this science gap problem is clear. We will be a leader in stimulating interest and increasing understanding of science and technology throughout the community, engaging more youth to pursue careers in science and technology.

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Board of Directors We are an organization rooted by volunteer support!

As a not-for-profit organization, Science World is overseen by a volunteer Board of Directors. The Board is elected by Science World’s Members at the Annual General Meeting. Board Members are selected for their experiences, expertise and commitment to the Science World mission. Their primary roles are to: 1. Contribute to defining the organization’s mission and governing the fulfillment of that mission.

2. Carry out the functions of the Office of Board Members as stated in the By-Laws. This role is separate and distinct from the role of the President and CEO, who determines the means of implementation.

Our Staff & Volunteers Zany. Creative. Colourful. Dedicated. These are some of the words commonly used to describe the personality of our people.

Our staff and volunteers are creative in their work and committed to inspiring young minds with science. We don’t just think outside the box—we leap outside the box and find zany and distinct ways of interacting with visitors.

Science World volunteers are known for going the extra mile to ensure that visitors enjoy their Science World experience. You are often our visitors first point of contact and your interactions ignite the smiles on their faces.

Your support and contributions are what make the Science World experience unique and are the reasons that Science World is a leader in science and technology education.

Department Functions Reporting to the President & CEO, Science World’s senior management team consists of six Vice-Presidents and Directors, who each oversee a portfolio of responsibilities crucial to the success of the organization.

Together, the team makes sure the organization delivers on its mission.

These portfolio areas are:

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»» Marketing & Attendance Promotion »» Community Engagement »» Development »» Exhibits, Facility & Digital Initiatives »» Finance & Administration »» Human Resources The senior team provides leadership and mobilizes expertise and resources to make sure our programs and exhibits are both educational and engaging. They also ensure our pursuit of mission is supported by revenue we generate as well as funding and donations we secured, our facility and various infrastructures are being well care for and every visitation to Science World is inspiring and memorable. In addition, our senior staff makes sure our talented and committed staff and volunteers are given opportunities to be challenged and that their experience is both meaningful and personally rewarding.

Our Creed At Science World, team members are passionate about life, learning and contributing to the community. We share a commitment to the Science World Mission and in pursuit of this commitment, we strive for excellence and take pride in being:

RESPECTFUL

IMAGINATIVE

VIBRANT

PLAYFUL

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It’s the best—talking to the people and teaching them about the beauty of nature.

—Chris Hamming, Science World Volunteer

SCIENCE WORLD BRITISH COLUMBIA

PROGRAM INTRODUCTION The Science World Volunteers Program As we have always emphasized, we cannot do it without the ongoing support and commitment of our volunteers. Year after year, our volunteers contribute in excess of 30,000 hours annually through participation in the High School Work Experience and gallery volunteers programs alone.

Each program is unique and plays an important role in delivering our mission.

The Gallery Volunteers program is the one that requires the highest and most consistent commitment. With that, we have also developed a more structured benefits and recognition program as a way to say thank you.

VOLUNTEER BENEFITS & PRIVILEGES

Other than the fact that volunteering at Science World means an opportunity to serve your community, make new friends and gain valuable work-related experience, you will also be eligible for a variety of great benefits: »» Free parking (during your volunteer shift and when you come down for a visit) »» 25% discounts at our Science Store and the onsite White Spot Triple O’s restaurant »» Free admission to all exhibit areas »» Free admission to OMNIMAX® Theatre (must present volunteer photo ID. Subject to seat availability) »» Invitations to staff and volunteers previews of OMNIMAX films and special events

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»» Free passes to bring friends and family to TELUS World of Science (on request, two per 50 hours of service) »» Reference letters for school or work applications (on request, after 100 hours of service) VOLUNTEER RECOGNITIONS

Our volunteers contribute enormously to our success and we really cannot thank them enough for what they have done for us. Each year we take the time to formally recognize our volunteers through these avenues: »» Recognition during the National Volunteer Week in April »» Science World Volunteers Recognition Event »» Milestone Awards

Volunteer Roles Our volunteers program is exciting, full of variety and there are lots of opportunities within it. Volunteer opportunities are available in exhibit galleries, programs and other support areas. These are the roles we typically advertise: Galleries »» Eureka Youth Team »» Eureka Interpreter »» Search Gallery »» Our World »» Ken Spencer Science Park (KSSP) »» Puzzles & Illusions »» Kidspace »» KEVA Gallery »» Feature exhibitions interpreters (usually required for 3–4 months).

Depending on the exhibition topic, we may require content experts and only individuals with related, specialized knowledge will be considered.

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Programs »» Birthday party assistants »» Super Science Club assistants »» Camp-in assistants »» Summer camp volunteers »» Weekend programming and special events volunteers Other areas »» Information Services »» Lobby Ambassador »» Science store & Snack Lab volunteers »» Administrative/office support volunteers

Applying for Other Volunteer Opportunities You were chosen specifically for the volunteer role you applied for, because we think you are a good fit and you will be awesome in it.

Although we want our volunteers to learn and grow, we do ask that our volunteers stay in a specific role for at least six months or 100 hours, before applying for another role. Occasionally there are seasonal opportunities when we ask for extra, short term help. For those occasions, we’d love to have you jump in and help as long as you’re able to meet your regular commitment.

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VOLUNTEER HANDBOOK

Your Volunteer Experience We want you to have a rewarding volunteer experience and we have everything in place to make sure you receive the right orientation and training to prepare you for every task we will ask you to do.

ORIENTATION & TRAINING

Our extensive volunteer orientation will: cover administrative items; educate you about our facility and exhibits; train you on customer service skills and our facilitation philosophy; and cover safety and emergency protocols.

After that, you will be trained by our experienced curators in all things related to your volunteer position and the gallery or program that you will be working in. To make sure you have someone to go to, we do our best to team you up with a buddy before you start a volunteer shift on your own.

COMMUNICATIONS

It is important to stay connected. That’s why we send our volunteers regular e-blasts to keep everyone abreast of what’s happening under the dome. We encourage you to read our e-blasts and stay current on organizational news and updates.

EVALUATION & FEEDBACK

Evaluation and feedback are important aspects of your volunteering experience. Your manager will regularly observe, evaluate and discuss your performance with you.

Science World maintains an open door management policy. If you need to talk, our doors are always open. You are encouraged to share information, perceptions and ideas with your manager and/or the Human Resources office.

To make sure Science World’s volunteer program continues to be successful, the Human Resources office periodically distributes written questionnaires to collect input and feedback from our current and past volunteers.

Whenever feasible, personal exit interviews or exit surveys are conducted upon a volunteer’s decision to leave Science World.

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The Team That Supports You The Human Resources (HR) department is your communication hub for organizational news and updates. You will learn about all sorts of new volunteer opportunities that are available, as well as receive invitations to events. HR also maintains your volunteer file. Please contact HR when you have a change in personal information or in your volunteer status.

Your gallery curator or program manager is your supervisor and responsible for your overall volunteer experience. He/she will support you by providing you with the necessary training and performance feedback. They are there to equip you and help you to be successful in your role. Do not hesitate to ask questions and learn from their knowledge and experience.

On a day-to-day basis, our Customer Service team is on hand to help out and support you. They are the experts in customer interactions, gallery operations, as well as shows and facilitations. The Customer Service team is also your go-to team for tricky customer questions that you may not have the exact answer for.

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You make a living by what you get. You make a life by what you give. —Winston Churchill

SCIENCE WORLD BRITISH COLUMBIA

DAY-TO-DAY STUFF Being a Science World Volunteer OUR EXPECTATIONS

Being a Science World volunteer means you are the face of Science World.

Below are a few points that are important to understand.

Commitment Our volunteers are carefully selected and trained. There is a large, invested effort put into getting them up to speed. We expect our volunteers to commit to volunteering in the position they are trained in for a minimum of 100 hours after training is completed. Shifts are usually 2 to 4 hours long, once a week. For those volunteering 4 hours a week, the commitment works out to be 6 months in that position.

Despite the hours requirement, past experience tells us that most of our volunteers stay on much longer than their minimum commitment, because they love what they do here!

Our Service Philosophy Customer satisfaction is our primary goal. We want to ensure visitors enjoy their experience here and want to return. We believe that sincere dedication from every one of our team members will bring us continued success in the future. It is a mandatory requirement that all volunteers complete the Science World customer service skills training prior to commencing their volunteer roles.

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Our Service Commitment We will provide our customers with a sensational science centre adventure that delivers competitive fun value for all ages while stimulating critical thinking and positively influencing attitudes about science and technology.

Our Service Standards We will fulfill our Service Commitment through consistent delivery of our Service Standards: »» Safety »» Courtesy »» Efficiency »» Complete Customer Focus—the“WOW” experience and by using our “5 Steps to Service Success” performance tips: »» Make eye contact and greet each and every customer »» Display appropriate body language at all times »» Exceed customer expectations and seek out customer encounters »» Own the problem—take responsibility for service recovery »» Preserve the Science World at TELUS World of Science “WOW” experience Conduct Our visitors expect just as much from our volunteers as from our staff; and so do we.

We hold our volunteers to a high standard of excellence. Achieving this high standard will require understanding, personal responsibility and a keen sense of professionalism. This means employing integrity, diplomacy and good judgment when working with staff, fellow volunteers and visitors.

In the unlikely event of inappropriate volunteer behaviour, a number of steps will be taken to remedy the situation. These measures ensure a fair and accurate assessment of the situation, as well as resolution to the problem. Please see section (p24) Complaints and Disciplinary Procedures for details.

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Some examples of inappropriate behaviour include: »» Knowingly disregards/abandons assigned duties »» Knowingly disobeys work instructions from a supervisor and/or violates health and safety rules »» Unprofessional conduct or disrespectful of others »» Theft, dishonesty, abuse or misuse of Science World properties or resources »» Knowing violation of company policies or practices »» Behaviours undermining Science World’s corporate culture and values »» Unexplained, prolonged absences DAY-TO-DAY PROCEDURES

Building Access Access fobs are required to enter the building and access various staff/ volunteer amenities onsite. This will be issued to you with a deposit. There is a replacement fee for lost or damage fobs. Volunteers coming in for their shifts are asked to enter the building via the Staff Entrance.

Uniform & Dress Code Volunteers must wear the uniform supplied by Science World and have their volunteer pictured ID properly displayed while on duty. In addition, there are dress code guidelines that must be followed. These guidelines set a standard for all of us to show our pride and commitment in our roles through professional appearance and are mandatory. Dress code details are explained during the volunteer orientation. Here are just some examples: »» Wear solid colours. Do not wear shirts with pictures/logos on the front »» Clean presentable blue jeans or solid colored jeans or pants are allowed »» Do not wear faded, old denim blue jeans, or clothes with rips, holes, etc. »» Sweat pants, track pants, yoga pants or tearaways are not acceptable »» Wear enclosed shoes for your protection (runners are okay) »» Shorts must be heavy cotton walking shorts no higher than three inches above the knee

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 Tattoos and/or piercings that can be perceived as offensive or excessive are not allowed. In this case, volunteers will be asked to cover their tattoos or remove their piercings while on duty Some exceptions to the dress code can be made in certain programs.

Please check with your Manager beforehand if anything is unclear.

Lockers While on duty, volunteers will have access to lockers to safeguard their personal belongings. These lockers are for day use only and must be emptied at the end of each shift. Volunteers are asked not to store valuables in these lockers as Science World does not assume liability for lost or damaged personal property.

Shift Schedule Your manager sets your shift schedule based on the requirements of the gallery/area you are volunteering in and your availability. Any change request must be discussed with your manager in advance.

Documenting Hours Having an accurate record of our volunteer hours ensures that we can properly recognize how much volunteers contribute to the organization. It also gives us a way to administer your benefits and privileges when they are due. Details of the sign-in/sign-out procedures are covered during the volunteer orientation.

Parking Human Resources will issue parking passes to those who drive a vehicle to Science World. Passes are re-issued regularly for security purposes.

Breaks If you are volunteering for a 3–4 hour shift, you are welcome to take a 15 minute break midway through your shift. You are welcome to enjoy your break in the staff/volunteer lunch room. Please do advise a staff member before leaving your area to make sure there is adequate coverage while you are away.

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Personal Phone Calls You must have your cell phone turned off while on duty.

All telephones at TELUS World of Science are business phones. However, for your convenience, a phone is placed in the staff/volunteer lunchroom.

In the event that you must make a local call, please call from the lunchroom and be brief.

Guests As a Science World volunteer, you are welcome to bring guests with you when you attend as a visitor. Your admission is free of charge, but your guests will have to pay. Because companions can be distracting, we strongly encourage you to do so when you are not on duty. Guests must also stay within the public areas to comply with our security rules.

You may also bring guests to TELUS World of Science using your free passes, which are discussed in the Volunteer Benefits & Privileges section of the handbook.

Record Keeping To make sure we always have the most current information on file, we ask that our volunteers notify Human Resources with any changes to personal contact information, such as email, telephone and home address, as well as any changes to personal or volunteer status, as promptly as possible.

Leaves & Absences It is very important that we know we can count on you. If you are sick or will be away and unable to attend a shift, we ask that you make every effort to notify us of your absence. For sickness, Science World has a “Sick or Late� phone line that you can call and leave a message. For other planned or extended absences, we ask our volunteers to discuss their request with their Managers and the Human Resources department.

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I’ve seen more cute kids than I’ve ever seen before—their excitement to learn is awesome.

—Carlie Penner, Science World Volunteer

SCIENCE WORLD BRITISH COLUMBIA

IMPORTANT POLICIES VOLUNTEERS & THE LAW

For Science World’s and our visitors’ protection, know that Science World volunteers: »» are not covered under any insurance policy under any circumstances »» are not covered by the Workers’ Compensation Board »» must follow Science World safe work procedures as outlined in their training »» must not take on any tasks that they have not been specifically trained for »» must always work under the supervision of a Science World staff person »» must follow all safe work procedures posted throughout the building OUR HEALTH & SAFETY POLICY STATEMENT

The Board of Directors and management of Science World promote safe and healthy working conditions and attitudes within the organization.

It shall be the responsibility of management to establish and enforce adequate standards of maintenance of the TELUS World of Science facility and all equipment to ensure that physical and health hazards are guarded against or eliminated. Management must also develop work procedures conducive to an accident- and disease-free environment.

Standards, guidelines, procedures and responsibilities are outlined in Science World’s Occupational Health and Safety Program.

It shall be the responsibility of every supervisory employee to ensure that all volunteers are trained in proper work procedures to perform optimal work

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while maintaining an accident- and disease-free environment. Supervisors must enforce proper work methods and all pertinent regulations.

It shall be the duty of every employee and volunteer to follow proper work procedures, to observe all regulations pertaining to their work and to co-operate in attaining the objective of an accident- and disease-free working environment.

If you have any concerns related to health and safety, you are asked to discuss the issue with your Manager.

EMERGENCIES

It is a mandatory requirement that all new volunteers attend our Emergency Level One training as part of their orientation process and become familiar with safety and building evacuation protocols. Volunteers are welcome to take refresher training as needed. They are also encouraged to seek clarification from any of the Customer Service Managers.

CRIMINAL RECORD CHECK

Due to the business nature of Science World, we have an obligation to ensure public safety by taking reasonable measures in our screening and hiring practices. The purpose of a criminal record check is to help protect children from potential abuse and to confirm a candidate’s suitability in fulfilling positions at our organization/facility.

A mandatory criminal record check (including Police Clearance and Position of Trust checks) applies to all volunteers. Science World reserves the right to initiate a criminal check at any time.

Should a volunteer be charged with a criminal offence while volunteering at Science World, he/she is obligated to inform the organization in a timely fashion. Failure to do so will result in disciplinary action, that may include the immediate termination of volunteer status.

CONFIDENTIALITY & PRIVACY

During the course of volunteering, we will collect personal information from you in order to facilitate placement, maintain communication and provide recognition. We also collect contact information of a family member or friend in case of an emergency. Personal information is shared with

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management personnel strictly on a need-to-know basis. All files and records are kept in secure facilities. Upon the termination of your volunteer status, personal information will be kept for 5 more years and then destroyed via confidential means.

HARASSMENT

Science World believes every person has a right to equal treatment, without discrimination or harassment (directly or indirectly). Volunteers have the right to a working environment free of any conduct that is considered harassing, abusive, humiliating, disorderly or disruptive. If you are being harassed, report the problem to your Manager and the Human Resources Director immediately.

The term “harassment” refers to any unwelcome conduct, either explicit or implicit, which by its nature has the effect of interfering with an individual’s work performance or creating an intimidating, hostile or offensive work environment.

USE OF CORPORATE ASSETS

Certain company assets are provided to staff and volunteers to enhance their performance and efficiency. Such assets should be used in connection with company business only and should be handled with care at all times to avoid possible loss or damage. Abuse or mischievous use of company assets is strictly prohibited. Some examples of company assets that volunteers may have access to include: exhibits or demo props; programming supplies; office equipment; small tools; computer workstations; and network or internet access.

SOCIAL NETWORKING & BLOGS

Volunteers should be reminded of the public nature of internet and online communications. Postings on social networking and blogging sites can be read by anyone. Caution and appropriate judgment must be exercised when engaging in these activities. Refrain from posting materials that may violate privacy rights of other volunteers and staff, or negatively affect Science World’s reputation.

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COMPLAINT & DISCIPLINARY PROCEDURES

When complaints/reports/observances of questionable behaviour are brought to the attention of the manager and/or the Human Resources Director, they are recorded in the volunteer’s file if deemed noteworthy.

Any disciplinary measures taken will also be documented on file.

The report is discussed between the Director and the volunteer. The person placing the complaint may be called to discuss the behaviour under question with the Director and the volunteer.

Remedial measures and an action plan are discussed and agreed upon.

For example, a probationary period may be agreed upon to monitor improvements. A follow-up meeting may be called to discuss the outcome of the probationary period.

If inappropriate behaviour continues without resolution, the volunteer will be asked to end his/her relationship with Science World.

Inappropriate behaviour of a serious nature warrants an immediate dismissal and any other actions deemed necessary. All measures and disciplines are at the discretion of the Human Resources Director.

TERMINATION

A volunteer may leave the volunteer program under their own volition or dismissed under a variety of circumstances including disciplinary action.

When a volunteer can no longer continue their volunteering commitment, the volunteer will be asked to advise their Manager and the Human Resources office of the news immediately.

Volunteers can also apply to job postings and be hired on as a Science World staff member. Once a volunteer accepts the staff position, he/she will cease his/her participation in the volunteers program immediately.

This is to prevent role confusions and other potential conflicts.

In all situations, the Human Resources office will initiate the required close-out procedures or status change process, as appropriate. This may include the return of company properties and an exit interview/exit survey.

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Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has. — Margaret Mead

VOLUNTEER HANDBOOK

WE HOPE YOU WILL FIND THIS HANDBOOK A USEFUL OVERVIEW. YOU SHOULD BE AWARE THAT POLICIES MAY BE AMENDED FROM TIME TO TIME. WE ASK THAT YOU CHECK THE SCIENCE WORLD INTRANET FOR UPDATES, AND CONTACT YOUR MANAGER

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OR THE HUMAN RESOURCES DEPARTMENT IF YOU HAVE ANY QUESTIONS. LAST BUT NOT LEAST, WE HOPE YOU HAVE A FUN, EXCITING AND REWARDING EXPERIENCE WHILE VOLUNTEERING AT SCIENCE WORLD!

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Science World British Columbia is a not-for-profit organization that engages British Columbians in science and inspires future science and technology leadership throughout our province.