tourism melbourne volunteer handbook...

Tourism Melbourne

Volunteer Handbook 2013

0 Tourism Melbourne Volunteer Handbook 2013


1 Introduction

1.1 THE CITY OF MELBOURNE

The City of Melbourne plays a unique role in developing policy and planning objectives

to make Melbourne an ideal place to live, work and visit. Our vision is that Melbourne is

internationally recognised as a vibrant, sustainable destination for all Victorians and

visitors. The organisation works towards ensuring that Melbourne is viewed with pride

by all Victorians, and we continually challenge ourselves to remain at the leading edge.

The City of Melbourne is genuinely committed to making a difference to people’s lives.

Our workforce is vital to the delivery of services to the community. The way we work

and serve the Melbourne community is guided by a culture that values integrity,

courage, accountability, respect, and excellence.

Melbourne is home to more than 100,000 residents, and visited by more than 788,000 workers, shoppers, students and visitors each day. As a capital city council, the City of Melbourne leads by example. We are dedicated to being the best we can be and we welcome the contribution of others who share our passion for Melbourne.

Governance

Melbourne City Council is the local government body responsible for the municipality of

Melbourne. The council consists of a Lord Mayor and Deputy Lord Mayor (the

leadership team) and nine councillors. Melbourne City Council has a local, national and

international role in setting policy direction and shaping Melbourne’s development as

one of the world’s most liveable cities.

Organisation structure

Melbourne City Council’s administrative organisation is commonly known as the City of

Melbourne. The City of Melbourne’s structure comprises five divisions:

City Business

City Design

City Planning and Infrastructure

Community Development

Corporate Business

Each division is responsible for ensuring its services are delivered with maximum

benefit at the best cost for all stakeholders. They do this by building partnerships with

the community, business and government to promote the growth, prosperity and quality

of Melbourne. The City of Melbourne is committed to excellence in serving its direct

customers, ratepayers and, in its role as the capital city of Victoria.

1.2 THE CITY BUSINESS DIVISION

Tourism Melbourne is a branch within the City of Melbourne’s City Business Division.


Other branches within the division include: Business and International, Corporate

Affairs and Strategic Marketing, Business Performance Unit and Events Melbourne.

The City Business Division focuses on establishing strong private and public sector

relationships in delivering services that position Melbourne as a world-class city in

local, national and international markets.

Through its work in customer service, place management, tourism, major events and

destination marketing, the division drives the high standards of customer contact and

the Melbourne ‘brand’. The division works closely with a wide range of stakeholders

including ratepayers, business, retail, city visitors, tourists, major sporting bodies and

government departments.

1.3 TOURISM MELBOURNE BRANCH

Tourism Melbourne responsible to:

ensure Melbourne is a welcoming and accessible destination by providing a

comprehensive range of visitor information and services

advise City of Melbourne on tourism policy and strategy and collaborate on the

development of national, state and industry policy and funding

work with government and industry bodies to develop and implement a framework

for coordinating tourism development, marketing, information and services for

greater Melbourne.

Enhance Melbourne's attraction to the business tourism, international student and

leisure travel markets. Leverage the City of Melbourne’s international agreements and

collaborate with the trade, education sector, business tourism, the industry and relevant

tourism agencies.

Visitors are a valuable part of the city’s cultural landscape, enhancing activity, diversity

and the vibrancy of public streets and spaces.

Visitors to Melbourne make an important contribution to the local economy and the

community. Approximately 26 million people, both international and domestic, visit

Melbourne each year. The contribution to the city’s economy is close to $5 billion and

nearly $17 billion to Victoria. This spending is distributed across at least 16 different

industry sectors and indirectly contributes to the development of services, facilities,

events and infrastructure in the city.

TOURISM MELBOURNE VISION

“Engage and connect visitors with the Melbourne experience”


TOURISM MELBOURNE MISSION

connect visitors with the right information in the right way at the right time

influence visitors’ behaviour to derive direct benefits for business and the community

contribute to the City's development as a sustainable destination by influencing Council's policy and programs

seek and participate in strategic partnerships that add value to the Melbourne experience

deliver an efficient and adaptable operation that focuses on making a difference

Branch structure

The Manager of Tourism Melbourne oversees four work areas:

Tourism Operations

Business Improvements Projects

Tourism Partnerships and Communications

Policy and Strategy

Tourism Operations

The visitor services play a critical role in shaping visitor experiences and maximising

these potential benefits for Melbourne. Based on face-to-face contact provided by over

360 volunteers (and a core team of paid operational staff), the visitor services form a

comprehensive network of support, information and orientation for visitors.

Tourism operations manage and develop the volunteer workforce, including volunteer

recruitment, training and development. Other responsibilities include rostering,

volunteer communications, reward and recognition, familiarisations, forums,

international student and student tourism officer programs.

The tourism operations team is led by a program manager who oversees all visitor

services.

The visitor services are coordinated and delivered by a team of staff. Tourism Operations Coordinators provide direction to all visitor services staff and volunteers. Coordinators are supported by Tourism Operations Officers who provide administration support, and act as coordinator in their absence. Supervisors oversee day to day operations and coach volunteers. The operations at the Melbourne Visitor Centre are supported by information officers and store officers. Volunteers work alongside staff providing visitor information.

Business Improvements Projects

The Business Improvement Projects team identifies, designs, implements and manages projects and initiatives that deliver improved, customer focussed services using 'lean thinking' principles (a way of managing and developing an organisation by building a culture around continuous improvement and eliminating waste in processes).

The team forecasts trends to respond to rapidly changing preferences for visitor information and communications.


Tourism Partnership and Communications

The Tourism Partnership and Communications team is responsible for managing key stakeholder agreements with the tourism industry. These include sponsorship agreements. In addition, the team manages council's business event sponsorship program, Tourism Melbourne's promotional opportunities and visitor communications via print and digital mediums.

Policy and Strategy

Tourism Melbourne’s Policy and Strategy team oversees the policy and strategy

development, tourism research and planning, visitor signage and services planning,

and forming partnerships essential to Melbourne’s development as a destination.

1.4 TOURISM MELBOURNE BACKGROUND

Tourism Melbourne started in 1989, when the first information desks were established

on Melbourne’s streets. Tourism Melbourne now features permanent visitor services

such as the Melbourne Visitor Centre at Federation Square, the Melbourne Visitor

Booth at the Bourke Street Mall, and on-street presence with the City Ambassador

Program. With over $1.5 million face-to-face enquiries each year, Tourism Melbourne

is the key provider of visitor and tourism information in Melbourne.

Tourism Melbourne won the Australian Tourism Award (General Tourism Service’s

category) in 1993, 1994 and 1995 and entered the Tourism Hall of Fame. Tourism

Melbourne has continued to collect accolades from the tourism industry including:

volunteer team winning a Country Victorian Tourism Council Award in 2002

City Ambassador Program winning a Victorian Tourism Award for ‘New Tourism

Development’ in 2002

Melbourne Visitor Centre winning a Victorian Tourism Award for ‘General Tourism

Services’ in 2003.

1.5 CITY OF MELBOURNE VALUES

Our corporate values reflect the way the City of Melbourne wishes to engage with stakeholders and conduct its business. Staff and volunteers must embrace the City of Melbourne values.

Integrity

Is honest and reliable in all dealings with others, and conducts activities professionally

and ethically

Behaviour that demonstrates integrity:

deals with others fairly and consistently

follows through on commitments

represents views truthfully

is open to constructive feedback


considers the whole picture, seeks evidence before forming views and is prepared

to discuss how views were formed

abides by the City of Melbourne’s procedures and code of conduct in delivering

service to others

supports colleagues if they are treated unfairly or without respect.

Courage

Steps out of own comfort zone and accepts responsibility for the consequences of

one’s own actions and choices

Behaviour that demonstrates courage:

raises issues directly, constructively and in an appropriate forum

is willing to explore new ideas and ways of doing things

presents and debates ideas and innovations to the best of their ability and willingly

accepts outcomes

is always willing to have a go

supports team members when raising innovative or courageous issues with people

managers

speaks for oneself rather than relying on others.

Accountability

Takes personal responsibility for decisions and actions to achieve agreed outcomes

Behaviour that demonstrates accountability:

ensures best use of resources

takes responsibility for personal decisions and actions

acts and works in an open and transparent manner

recognises the achievements of others

responds to phone calls, emails and correspondence in a timely manner.

Respect

Values the contribution and individuality of others and contributes to healthy working

relationships

Behaviour that demonstrates respect:

recognises and encourages ideas and contributions of others

shows respect when speaking to others

shows respect when speaking about others

respects and relates well to people of diverse backgrounds within the workplace

is courteous and approachable

positively contributes to and/or participates in team events, activities and

debriefings

listens to and considers other's 'off-beat' ideas, which may be different to their own


always endeavours to be punctual and advise if running late.

Excellence

Aims to achieve the highest standard and best possible result in everything they do

Behaviour that demonstrates excellence:

is strongly focused on results

seeks personal and skill development opportunities

understands what is required to deliver excellence and seeks support when needed

takes responsibility for safety and is prepared to point out safety issues

considers and works to mitigate any environmental impacts from their actions

continually strives for improvement

supports team members in helping ensure achievements are celebrated.

1.6 CONTACTING TOURISM MELBOURNE

Mail: Tourism Melbourne

City of Melbourne

GPO Box 1603

MELBOURNE VIC 3000

Street address: Tourism Melbourne Office, Level 8, Council House 2 (CH2), 240 Little

Collins Street, Melbourne

Phone: (03) 9658 9460 (Office)

Fax: (03) 9650 8167

Email: If you want to email a Tourism Melbourne staff member, their email address

is their first name and last name with a full stop in between, followed by:

“@melbourne.vic.gov.au”. For example: [email protected]

1.7 HOURS OF OFFICE OPERATION

Monday to Friday, 8.30am to 5.30pm.

The office is closed on weekends and public holidays.

mailto:[email protected]


2 Roles and responsibilities

2.1 TOURISM MELBOURNE’S COMMITMENT TO VOLUNTEERS

The City of Melbourne’s success in providing high quality visitor services is due in large

part to the contribution and commitment of our volunteers.

We value our volunteers, and are committed to ensuring that the introduction to

Tourism Melbourne is a welcoming and informative experience. All volunteers

participate in a comprehensive induction program. The volunteer induction program is

designed to ensure that volunteers are comfortable in their surroundings, informed of

procedures and protocol, and effectively introduced to the volunteer role.

Tourism Melbourne strives to provide a rewarding and satisfying environment for our

volunteers through providing:

an environment built on the values of integrity, courage, accountability, respect and

excellence

support and assistance

training and development opportunities

a safe and fair working environment, free from harassment and bullying

being fair and reasonable in dealing with volunteer concerns or issues

Tourism Melbourne’s commitment to volunteers:

provide volunteers with a role description

provide relevant policies and procedures

ensure training equips every volunteer with the confidence and skills to perform

their role

provide access to supervision, support and feedback

provide adequate resources, ongoing training, familiarisations and forums to

enhance volunteers’ skills and product knowledge

clear communication between volunteers and Tourism Melbourne staff

acknowledge the contributions and achievements of volunteers

provide personal accident insurance against injury to volunteers while they are

engaged in volunteering with, or on behalf of the City of Melbourne

provide a safe and healthy work environment in accordance with all relevant

occupational health and safety legislation and associated regulations

opportunity to multi-skill across the visitor services programs


2.2 BENEFITS FOR VOLUNTEERS

Apart from meeting new people and learning new skills, volunteering for Tourism

Melbourne brings many benefits including:

satisfaction of welcoming and helping visitors to Melbourne and Victoria

pride and a sense of achievement in making a valuable contribution to the

community

invitations to social events throughout the year including the Volunteer Reward and

Recognition function in December, (which coincides with International Volunteer

Day) and the National Volunteer Week function in May

recognition for years of service

acknowledgement of exceptional service

ongoing training and development

provision of myki card to cover volunteer travel expenses to shifts, familiarisations

and forums, training or other special project requests, i.e. media photo shoots

volunteer newsletter (e-newsletter)

branded uniforms

occasional ticket offers

2.3 A VOLUNTEER’S COMMITMENT AND RESPONSBILITES TO TOURISM MELBOURNE

Tourism Melbourne volunteers are committed to providing highly professional and

informative services. They have a strong commitment to customer service and a

willingness to enhance their knowledge to assist them in their role. Volunteers are

committed to:

demonstrate the City of Melbourne’s values of integrity, courage, accountability,

respect, and excellence

respect other people’s views, values and cultures

provide their services of their own free will and without financial payment

make an initial 12-month commitment of one shift per week, with an average shift

duration of four hours

refrain from using status as a volunteer to obtain free access or discount into

attractions

refrain from accepting gifts from stakeholders unless approved by management

Volunteer responsibilities include:

successfully complete all components of the volunteer training program

comply with all City of Melbourne policies and procedures

deliver quality customer service

be punctual


provide reasonable notice to staff of roster availability including unavailable dates

throughout the year for holidays or other reasons

continue to develop product knowledge by attending daily briefing sessions, reading

the monthly Tourism Volunteer Newsletter, noticeboards in each of the programs,

new brochures, attending additional training sessions, familiarisations and forums

attend refresher training as required

cooperate with others

maintain a high level of customer service in a responsible, dependable,

indiscriminate and courteous manner

maintain a high level of integrity and refrain from expressing negative judgements

and personal opinions to visitors

respect decisions made by Tourism Melbourne staff

report any concerns or issues directly to supervisor or Tourism Melbourne staff

member

represent the City of Melbourne in a courteous and professional manner to all

customers and be aware that your behaviour reflects upon the City of Melbourne

treat confidential information with discretion

refrain from making a statement on behalf of the City of Melbourne to the media or

public without prior consultation with a Tourism Melbourne staff member

contribute to the continuous improvement and make constructive suggestions

listen and act on feedback about performance

refrain from using your status as a volunteer to obtain free access or discounts into

attractions

wear all components of the volunteer uniform issued by Tourism Melbourne

ensure that personal presentation is neat and tidy at all times

ensure volunteer myki card is only used for travel to/from shifts, familiarisations and

forums, training or other special project requests, i.e. media photo shoots

notify relevant staff should you wish to retire from the service.

2.4 PAID EMPLOYMENT

Volunteering for Tourism Melbourne is not a prerequisite for paid employment with

Tourism Melbourne nor does it guarantee a paid position at the City of Melbourne.

2.5 PUNCTUALITY

Volunteers must advise their supervisor as soon as possible if they are unavailable to

attend a rostered shift, or if arriving late.

The planning of staffing arrangements and rosters is critical to the quality of our

customer service.


2.6 PERSONAL PRESENTATION AND UNIFORMS

Volunteers are expected to wear the appropriate branded uniform and always maintain

a professional presentation City of Melbourne uniform/dress standards adhere to

OH&S requirements and associated regulations.

Uniforms remain the property of the City of Melbourne and must be returned upon

retirement from the Tourism Melbourne volunteer service.

2.7 ETIQUETTE

Activities that are not permitted on duty include:

eating and chewing gum

shopping

consuming alcohol and smoking

listening to radios/iPods while on shift

using personal mobile phones/iPhones while on a shift, and during familiarisations,

forums and training, unless waiting for an emergency call

using personal tablets and iPads while on a shift

no cameras are permitted to be used whilst on shift

2.8 REPORTING

For day to day operational duties, all volunteers should report to their respective

Tourism Operations Supervisor.

Tourism Operations Coordinators and Tourism Operations Officers are also available

to provide guidance and support, and may provide formal and informal feedback to

volunteers. Tourism Operations Officers are available in the absence of a coordinator.

2.9 ROSTERS

Volunteers should advise their supervisor unavailable for their regular rostered shift.

The coordinator should be advised should volunteers wish to change shifts. Volunteers

may add a shift or program after six months and change programs or shifts after 12

months, pending availability and approval from the coordinator.

2.10 VOLUNTEER LEAVE AND ABSENCE

Volunteers are required to notify their supervisor if they are unavailable for a rostered shift. Make up shifts are encouraged as a way of assisting with program operations and maintaining product knowledge. In the case of leave for health reasons, the volunteer will be asked to provide a medical certificate to the program coordinator confirming they are fit to resume their volunteering role.

If the volunteer has been absent for four or more weeks, the supervisor will provide one-to-one refresher training to the volunteer on their first shift back.


A volunteer can delay volunteering for three months to one year for health or personal reasons.

2.11 KEEP IN TOUCH

If volunteers are away for a long period Tourism Melbourne initiates a “keep in touch” agreement with volunteers.

This agreement ensures that Tourism Melbourne and volunteers remain in contact while the volunteer is away.

The agreement is completed by the volunteer in conjunction with their program coordinator. The contact options include:

frequency and follow-up processes agreed to and signed by both parties

agreed contact options (i.e. phone, email). This is tailored to meet the needs of volunteers and program

copies of the “keep in touch” forms can be provided by respective Tourism Melbourne staff

2.12 VOLUNTEER RETIREMENT AND RESIGNATION

Volunteers are requested to tender their resignation by letter or email to the program coordinator, providing a minimum of one month notice where possible.

At the completion of their final shift, volunteers are expected to return all council property.

Tourism Melbourne volunteers who have resigned from a Tourism Melbourne program and wish to return to any of the programs will be required to follow the official recruitment process. This involves applying online via the City of Melbourne website, attending a group interview and completing full volunteer training.

Please note that should the volunteer be successful, this would not guarantee the same roster shift as held prior to resignation.

2.13 SIGNING ON AND OFF

All volunteers must sign on and off using the sheet provided at the program location.

Signing on and off is an OH&S requirement that is critical for accounting for volunteers

in an emergency.

2.14 TEA BREAKS

Volunteers are entitled to a 15-minute break during their shift. Adherence to designated

break times is important to maintain adequate volunteer numbers. Punctuality also

demonstrates ‘respect’ for fellow volunteers.

Due to OH&S requirements, volunteers who take a break away from the program must

advise their supervisor.

2.15 MYKI


The City of Melbourne issues a myki to volunteers for travel use to and from each volunteer shift or attendance at Tourism Melbourne forums, familiarisations, training or other special project requests, i.e. media photo shoots. Monetary reimbursement or parking vouchers are not given. The myki can only be used by the person it has been allocated to. Travel to and from ‘ticket offers’ is at volunteers own expense.

Volunteers using a senior or concession card with myki must carry proof of eligibility of senior or concession card at all times.

The myki remains the property of the City of Melbourne. A volunteer is required to return the myki card to the City of Melbourne when terminating their voluntary role at the City of Melbourne. The City of Melbourne reserves the right to request the return of myki at its discretion.

A lost or stolen myki should be immediately reported to the supervisor or Tourism Melbourne staff.

2.16 NAME BADGES

All volunteers must wear a City of Melbourne name badge showing the volunteer’s first

name and display the current City of Melbourne logo while on shift.

Name badges must also be worn when attending familiarisations and forums. Lost

badges should be reported immediately to the supervisor.

2.17 HOUSEKEEPING

Please keep sinks and benches and tea/coffee making facilities clear of dirty crockery,

cutlery and glassware.

2.18 OFFICE EQUIPMENT

Personal use of office equipment such as the photocopier and facsimile machine is

only permitted if authorised by a staff member. Stationery supplies are available for

volunteer and staff to use during shifts.

2.19 TELEPHONES

Personal telephone calls are not permitted except in an emergency. If a volunteer

needs to make a personal call, please check with a staff member first.

Making an external call or internal call

External calls: wait for a dial tone, dial ‘0’, followed by the relevant number. At the

Melbourne Visitor Booth there is no need to dial ‘0’.

Internal calls: dial the last four digits of the full phone number. For example: 9658 9972

(extension number 9972).


STD and mobile telephone calls

When helping visitors with enquires, volunteers may need to make interstate and

mobile telephone calls. Volunteers are expected to raise this with their supervisor.

Phones should not be handed freely to visitors to make calls.

2.20 STAKEHOLDER ENQUIRIES

All stakeholder enquiries must be referred to the supervisor for action.


3 City of Melbourne policies and procedures

The City of Melbourne adheres to many human resources and administrative policies

and procedures.

All City of Melbourne policies can be found on the City of Melbourne’s intranet,

CoMWeb:

http://comweb/StaffServices/HRhttp://comweb/StaffServices/HROnline/HRPolicies/Pag

es/default.aspx

Please ask a Tourism Melbourne staff for computer access as CoMWeb can only be

accessed onsite at City of Melbourne offices.

Volunteers are expected to comply with City of Melbourne policies and procedures.

For more information speak to a supervisor, Tourism Melbourne staff or visit CoMWeb

online (accessible only from within the City of Melbourne).

3.1 CODE OF CONDUCT

If you are requested to do something and that is unclear, it is advisable toask for more

information. If you believe you are being asked to perform something unlawful,

unethical or that may contradict the City of Melbourne’s values, seek guidance from a

more senior manager.

Melbourne City Council councillors may not direct City of Melbourne volunteers or staff

to perform duties or actions.

Volunteers must treat confidential information with discretion. No City of Melbourne

volunteers or staff should make statements on behalf of the council to the media or

public.

3.2 EQUAL OPPORTUNITY

You have the right and responsibility to volunteer in an environment that promotes

equity of access and is free from harassment.

The City of Melbourne manages all aspects of its business consistent with the spirit

and intent of anti-discrimination and equal opportunity laws. Contact with both internal

and external customers is included in this. The City of Melbourne ensures that

councillors, employees, volunteers, contract workers, visitors and members of the

public are free of discrimination and harassment in their dealings with the organisation.

3.3 DISCRIMINATION, HARRASSMENT AND BULLYING PREVENTION POLICY

What is harassment?

Harassment is any uninvited or unwelcome behaviour relating to a person’s age,

breastfeeding, carer status, disability/impairment, gender identity, industrial activity,

http://comweb/StaffServices/HRhttp:/comweb/StaffServices/HROnline/HRPolicies/Pages/default.aspx

http://comweb/StaffServices/HRhttp:/comweb/StaffServices/HROnline/HRPolicies/Pages/default.aspx


lawful sexual activity, marital status, parental status, physical features, political beliefs

or activities, pregnancy, race, religious beliefs or activity, sex or sexual orientation, that

any reasonable person would find offensive, embarrassing, intimidating or humiliating.

Harassment is prohibited under the Sex Discrimination Act 1984, the Disability

Discrimination Act 1992, and other relevant federal and state legislation.

What is bullying?

Workplace bullying is a form of inappropriate workplace behaviour. It is unreasonable

behaviour that is persistent, and that demeans and humiliates individuals or groups.

Bullying may include behaviours such as manipulation, intimidation, belittling remarks,

persistent criticism, verbal and physical abuse, and isolation from colleagues,

withholding information, and setting of unrealistic targets.

Discrimination, harassment and bullying are not tolerated by the City of Melbourne.

Any grievances will be dealt with promptly, sensitively and confidentially.

3.4 SMOKING

Smoking is not permitted on City of Melbourne property or workplaces. Volunteers are

not permitted to smoke during their rostered shift or when attending familiarisations or

forums.

Should you need to smoke during your tea break, you must ensure that you are away

from the premises and your uniform is not visible.

3.5 DRUGS AND ALCOHOL

While representing the City of Melbourne, whether as a paid employee or as a

volunteer, impairment to work performance arising from alcohol or drug use is not

permitted.

Volunteers should not arrive for their volunteering duties under the influence of alcohol

or illegal drugs. Your volunteering may be terminated if you are affected by drugs or

alcohol.

Volunteers participating in approved team building or other social events should enjoy

alcohol responsibly and in moderation.

3.6 SECURITY AND ACCESS PASSES

Security is very important for City of Melbourne staff, volunteers and visitors.

Volunteers need to understand and follow security arrangements and procedures and

should remain vigilant for potential breaches of security or situations of risk.

When visiting the Tourism Melbourne Office at CH2, or Melbourne Town Hall,

volunteers need to swipe their City of Melbourne photo ID card at the entrances.


Security passes are organised by a supervisor or the tourism operations officer

following completion of a new volunteer’s training.

Lost City of Melbourne ID cards should be reported immediately to the supervisor.

3.7 EMAILS

Email etiquette

Do not create congestion by sending trivial, group, ‘junk’ or ‘chain’ email messages.

Where in doubt, refer these to the City of Melbourne’s Business Information Services

Help Desk.

Volunteers may not retrieve or read email that was not sent to them unless authorised.

You should be aware that in legal proceedings, stored emails can be used in the same

way as any other document relevant to the proceedings.

Message monitoring

Volunteers should note that all equipment, along with any messages created, sent or

received on behalf of the City of Melbourne are the property of the City of Melbourne.

The organisation reserves the right to monitor, read and disclose the contents of any/all

messages created, sent or received using the organisation’s system.

Offensive email messages/internet use

Email messages must not contain material considered to be offensive as defined by the

Victorian Equal Opportunity Act 1995 and City of Melbourne Equal Opportunity Policy.

The internet may not be used to access material considered to be offensive as defined

by the Victorian Equal Opportunity Act 1995 and City of Melbourne Equal Opportunity

Policy.

Offensive material includes, but is not limited to:

obscene or harassing language or images

racial, ethnic, sexual, erotic or gender-specific comments or images

other comments or images that would offend someone on the basis of their

religious or political beliefs, sexual orientation, physical features, national origin or

age.

The City of Melbourne uses ‘surf control’ software to monitor incoming and outgoing

images. This software also stops messages containing words considered to be

inappropriate. No unauthorised City of Melbourne information or copyrighted material is

to be distributed by email.

Non-compliance

Any non-compliance with City of Melbourne internet and email policies may result in

the termination of your volunteer placement, and/or legal action.


Software installation

Do not download and install software without permission. This includes free software

and/or shareware available on the internet. All software installed on City of Melbourne

computers should be licensed and checked by the City of Melbourne’s Business

Information Services technical support team to confirm it can operate in the

organisation’s standard operating environment.

Incidental and occasional personal use of email is permitted provided it does not

constitute operating an outside business interest. Incidental and occasional personal

use of email is subject to all the conditions of this policy and any material you

create/send will become the property of the City of Melbourne.

3.8 CONFIDENTIALITY

All volunteer details are kept in confidence. Volunteers contact details and other

personal information is never given out to third parties. If someone requests personal

volunteer details a message will be taken and passed on to the volunteer.

3.9 CONFLICT OF INTEREST

City of Melbourne has a policy of being non preferential in providing information about destinations, attractions, events and festivals, accommodation or activities. When speaking with visitors, volunteers are requested to provide unbiased opinions on specific tour operators, products and services. It’s important to provide visitors with at least three different options.

3.10 POLICE RECORD CHECK

During the recruitment process volunteers are required to complete police check forms

and return these to Tourism Melbourne along with a photocopy of some form of

identification such as a driver’s licence, birth certificate or passport. The cost of the

police check is covered by the City of Melbourne. A volunteer placement is offered

subject to a satisfactory police check.

3.11 PROBATION PERIOD

During the first three months, volunteers are trainees. The three months starts from the

trainee volunteer’s induction.

When all on-the-job training components are successfully completed, trainee

volunteers take part in a review with their program coordinator.

Volunteers are considered fully qualified when all probationary training and reviews are

completed. If the required volunteer standards and expectations are not met, this will

be discussed with the program coordinator.


3.12 GRIEVANCE POLICY

If a volunteer has a grievance or complaint arising from their duties with the City of

Melbourne, the organisation will respond fairly, equitably and in a timely fashion. If you

have issues of concern please discuss them with your program coordinator.

3.13 MISCONDUCT

Any act of misconduct, including harassment (sexual, racial or disability) and bullying

will incur disciplinary action and could result in suspension of duties or termination.

3.14 PERFORMANCE MANAGEMENT

This policy is to provide a process for dealing with the unsatisfactory performance of

Tourism Melbourne volunteers. Where Tourism Melbourne believes that disciplinary

action is required for unsatisfactory performance, Tourism Melbourne will act in

accordance with this policy.

3.15 TERMINATION OF VOLUNTEERING SERVICES

The City of Melbourne reserves the right to terminate a person’s involvement in

volunteering with any of our programs as a result of:

continued failure to deliver the required volunteer responsibilities as outlined in the

Tourism Melbourne Volunteer Handbook

repeated failure to attend the agreed rostered shifts in a punctual manner

volunteer acceptance of monetary or in-kind payments for services provided

breaches of ethics such as theft or inappropriate behaviour

3.16 RETURN OF COUNCIL PROPERTY

When the volunteering commitment ceases, all council property should be returned to

the supervisor at the end of the final shift:

CoM identification card and myki card

all components of the uniform

any other Tourism Melbourne items.

3.17 HANDLING COMPLAINTS

When complaints are received, volunteers should contact the supervisor or Tourism

Melbourne staff member, or provide the visitor with a copy of City of Melbourne’s

customer service feedback form.

3.18 MEDIA AND PHOTOGRAPHY REQUESTS

The Lord Mayor, Deputy Lord Mayor, Councillors and the Chief Executive Officer are

the only authorised spokespeople for the Melbourne City Council / City of Melbourne.


Under no circumstances should staff or volunteers participate in discussions or

photo opportunities with the media without direct approval by a manager.

If you are approached by the media to discuss a topic or to participate in a photo

opportunity, please advise that you are not in a position to comment., Immediately

contact your coordinator or supervisor and report the matter. The coordinator will look

into the enquiry and will liaise with your program supervisor to advise on the

appropriate course of action.

Occasionally, Tourism Melbourne staff may offer you the opportunity to participate in

promotional activities such as a photo shoot or be interviewed about the visitor services

or your experience as a volunteer. You will be asked to sign a ‘Talent Release form

allowing the City of Melbourne to use your image for promotional purposes. This

means your image may be used in any City of Melbourne publication or on any City of

Melbourne website.

If you are invited to speak to journalists in your role as a volunteer, you will be

representing the City of Melbourne and will receive a full briefing. Please keep in mind

the following:

It is up to you whether you participate or not

You don’t have to answer every question – only the ones you want to answer

If you do agree to be interviewed, remember that reporters are interviewing you to

quote you. Be aware that anything you say may be published or broadcast. The public

loves controversial news and reporters are writing for the public. If you say something

negative, the reporters are most likely to use it.

3.19 VISITOR FILMING AND PHOTOGRAPHY

Members of the general public are allowed to take general photos/filming of all visitor services, including within the MVC. Any close up photos cannot be taken without the verbal consent of the individual. Staff and volunteers have a personal choice to decline to have their photo taken. It is the responsibility of the individual to be aware of where the photography or filming may be viewed (e.g. social media, the internet).


4 Occupational health and safety

The City of Melbourne recognises and accepts its responsibility under the Occupational

Health and Safety Act 2004 to provide, as far as reasonably practicable, a safe and

healthy workplace and environment for its staff, volunteers, contractors, suppliers and

visitors.

This section includes important occupational health and safety (OHS) information for

volunteers. If, after reading this section, you have more questions, please speak to

your program coordinator or supervisor.

4.1 SCOPE AND PURPOSE OF HEALTH AND SAFETY PROCEDURES

The City of Melbourne regards OHS as a shared responsibility and believes a healthy

and safe workplace can best be achieved through the consistent application of four

basic principles:

1. All injuries are preventable.

2. OHS is as important, or more important, than all other business objectives.

3. Every individual in the organisation has clearly defined OHS responsibilities.

4. All City of Melbourne stakeholders are consulted and educated about these responsibilities.

The following information explains the potential OHS risks involved when volunteering,

how these risks are managed and the relevant responsibilities of Tourism Melbourne

and you as the volunteer.

4.2 OCCUPATIONAL HEALTH AND SAFETY RISKS

Potential risks to volunteers participating in Tourism Melbourne volunteer programs

include:

effects of heat and solar radiation

cold weather conditions

aggressive behaviour and conflict situations.

Tourism Melbourne has taken steps to minimise volunteers exposure to (and impacts

from) these potential risks.

4.3 HEAT AND SOLAR RADIATION

Protective uniform

Tourism Melbourne requires a protective uniform that is mandatory attire for volunteers

who work outdoors. Volunteers whose duties involve spending more than two hours

outdoors per shift are considered outdoor workers, and must wear a protective uniform

comprising:

long black pants

shirt or polo with full-length sleeve and a collar (no rolling up of sleeves or other

modifications)


wide-brimmed hat (brim minimum 7.5cm)

flat, fully closed black shoes

Training and supervision

Prior to every summer season, volunteers must complete a compulsory online

‘refresher’ training called Beat the Heat that covers:

City of Melbourne policies and procedures

risk assessments when volunteering during hot weather conditions

self-assessment, supervision and communication.

Your supervisor will inform you when refresher training is accessible.

Tourism Melbourne must ensure all volunteers rostered outdoors are provided with the

appropriate level of supervision on the street. When the Bureau of Meteorology

weather forecast predicts several consecutive high temperature days, Tourism

Melbourne may introduce additional measures to protect the health and wellbeing of its

volunteers.

Beat the Heat zoning

Beat the Heat zones are areas of the city where volunteers (especially City

Ambassadors) can access cooler, shaded areas during a shift. Your supervisor will

advise you if Beat the Heat zoning will apply on a hot day.

Normal zone Beat the Heat zone

Corner of Flinders and Swanston streets Port Phillip Arcade

Bourke Street roving to Elizabeth Street Royal Arcade/Block Arcade/The Walk

Arcade and various laneways

Collins Street roving to arcades Manchester Lane/Australia on Collins

Work/rest regime

The City of Melbourne’s heat and sun protection policy includes a work/rest regime

table. Levels of work and rest are adjusted to take different weather conditions (heat,

humidity, wind) into consideration. As volunteering for Tourism Melbourne is not an

‘essential service’, Tourism Melbourne has more flexibility in altering or even cancelling

shifts due to hot weather conditions. If a shift is cancelled, volunteers will be notified as

quickly as possible by phone.


Sunscreen

Sunscreen lotion with a sun protection factor (SPF) of 30+ should be applied to all exposed skin about 20 minutes before going outside to provide maximum protection.

Sunscreen is available in all of the Tourism Melbourne visitor services programs.

Volunteers who are hypersensitive or allergic to the sunscreen provided will be given a

different type upon request.

Hydration and recommended fluid intake

Sweating is your body’s natural way of cooling down. To keep cool when volunteering:

drink plenty of cold, plain water (soft drinks and sports drinks may not be your best

choice as they often contain high levels of sugar or salt)

set a target for what you will drink in a shift (drink more on hotter days)

aim for more rather than less (three to five litres or more in a shift may be needed in

hot conditions)

even if you don’t feel thirsty keep to your water-intake target.

How to replenish your water supplies

Tourism Melbourne will provide outdoor volunteers with a water bottle and carrying

pouch. During hot weather, outdoor volunteers must carry their water bottle with them

at all times and must ensure the bottle is re-filled regularly.

Provision of water

Volunteers must have access to sufficient amounts of cool drinking water. Water is

available at:

Council House 2 240 Little Collins Street

Council House 1 200 Little Collins Street

Melbourne Town Hall 90–130 Swanston Street

Melbourne Visitor Centre Federation Square

Melbourne Visitor Booth Bourke Street Mall, Bourke Street

4.4 COLD WEATHER CONDITIONS

Volunteers working outdoors during cold and wet weather have the option of wearing

the following branded uniform items:

hat/beanie/cap

vest

rain jacket

black fingerless thermal gloves

black scarf


Volunteers may also wear a black jumper/skivvy underneath their uniform.

Alternative zoning may be introduced when the weather is particularly wet or cold.

Tourism Melbourne has more flexibility in altering or even cancelling shifts due to cold

or wet weather conditions. If a shift is cancelled, volunteers will be notified as quickly as

possible.

4.5 VOLUNTEER RESPONSIBILITIES DURING EXTREME WEATHER CONDITIONS

Volunteers must:

wear the approved uniform or comply with dress code standards

advise their supervisor or staff member if they have a medical condition that could

be aggravated by exposure to cold/wet weather, or hot or sunny weather conditions

seek first aid or medical treatment if needed

access City of Melbourne water stations for cool water replenishment

comply with City of Melbourne/Tourism Melbourne procedures and controls

add additional uniform items as required

4.6 AGGRESSIVE BEHAVIOUR AND CONFLICT SITUATIONS

If you find yourself in an aggressive behaviour/conflict situation you should tell your

program supervisor or a Tourism Melbourne staff member. An Incident/hazard

reporting and investigation form may need to be completed.

4.7 SYRINGES AND NEEDLE STICK INJURIES

Illegal drug use and accompanying syringe disposal are an issue of concern in the City

of Melbourne. Under no circumstances should volunteers handle or have contact with

syringes found on the street. If you find a syringe you should immediately contact your

supervisor/coordinator. The City of Melbourne has a safe syringe removal service, and

your supervisor will ensure the syringe is collected and disposed of safely.

4.8 STREET SAFETY PRACTICES

All volunteers have specific on-street locations and are not expected to deviate from

these unless otherwise directed by your supervisor/coordinator

To ensure your safety on the street volunteers should:

always walk on the footpath

stay on main streets and populated laneways.

use intersections/pedestrian lights when crossing roads

do not enter areas where you feel at risk

always report unsafe areas to your supervisor/coordinator


4.9 EMERGENCY RESPONSE

If you witness an emergency always consider your own safety first. Volunteers have no

special obligation or authority to act differently to any other member of the public. If you

are volunteering outdoors, you have access to a mobile phone that can be used in an

emergency.

When it is safe to do so you should report the emergency to your supervisor or

coordinator. If you are unable to contact your supervisor/coordinator, you should call

the City of Melbourne’s Security Control Room on 9658 9774.

When you are volunteering at any location, you should know:

which staff on your shift hold a first aid certificate

where the first aid kit is located

what the evacuation procedure is at your location

any workplace-specific safety procedures

4.10 INCIDENT/ACCIDENT REPORTING

OHS definitions

An incident is an event (or sequence of events) that has led to an employee,

contractor, volunteer or member of the public being injured.

A dangerous occurrence is an event (or sequence of events) involving damage to

equipment/machinery, property or facilities or dangerous substances, that has placed a

person's health and safety at risk.

A hazard is a condition or situation that has the potential to cause injury, whether

physical or psychological.

A near miss is an event (or sequence of events) that may – but has not yet – caused

personal injury or damage to equipment/machinery, property or facilities.

All incidents, dangerous occurrences, hazards and near misses must be reported to

your supervisor or Tourism Melbourne staff member immediately.

If you are unable to report, your volunteer buddy or another witness may make the

report on your behalf. If you or another volunteer is injured, workplace first aid will be

administered immediately and, depending on the nature of the injury, emergency or

other medical services will be called.

Your supervisor and Tourism Melbourne staff must follow the City of Melbourne’s

incident/hazard reporting and investigation policies and procedure. Reports may be

completed on your behalf by your supervisor or staff member, in consultation with you.

Your supervisor or staff member will take steps to make the area safe and, where

possible, eliminate the hazard and ensure others are not put at risk.

If there is a death or serious injury, the site must not be disturbed beyond what is

required to ensure safety. The site will be secured as instructed by your supervisor or


staff member, including ordering no entry into a location, not using equipment and/or

not performing a particular task until further notice.

4.11 PERSONAL ACCIDENT INSURANCE

Volunteers are fully covered under the City of Melbourne's Personal Accident

Insurance against disability and death caused by an accident during the performance

of their duties. Accidents that occur while you travel to and from home are not covered.

Medical expenses incurred as a result of an injury (not resulting in disability/death)

during the performance of volunteer duties are not covered under Personal Accident

Insurance. These expenses are claimable direct to Medicare.

General insurers (private health insurers and Medicare) cannot underwrite medical

benefits insurance. Under Commonwealth legislation, only authorised registered health

insurance funds are allowed to underwrite such risks.

If you injure yourself while on duty as a volunteer you must immediately report it to your

supervisor or coordinator who will provide you with the necessary paperwork required.

A summary of the Personal Accident Insurance benefits is available on request.

Volunteers must not invite family members or friends to accompany them in their

voluntary work as they are not covered by insurance.

For more information or assistance about Personal Accident Insurance contact the City

of Melbourne Insurance Officer on 9658 9122.

4.12 COUNSELLING / EMPLOYEE ASSIST PROGRAM

If a volunteer is exposed to a critical incident or stressful situation, the relevant program

coordinator or staff member will meet those involved as soon as possible following the

incident.

The coordinator will then liaise with the City of Melbourne’s Human Resources Branch

to determine what needs to be done to give the volunteer the right support and help.

The City of Melbourne’s Critical Incident Management Policy will be used to guide

decisions and actions.

4.13 VOLUNTEER HEALTH

If you are experiencing any of the conditions described below, you should monitor your

symptoms and set your own guidelines for when to notify your supervisor. In the case

of medications, speak to your doctor for advice.

feverish or running high body temperature (pyrexic illness)

have a sore throat, cold, flu

have a diarrhoeal illness

are suffering the effects of alcohol excess


are taking certain medications (and should not be exposed to hot conditions or

extended periods in direct sun)

4.14 MEDICAL CLEARANCE CERTIFICATE AND RETURN TO WORK

Depending on the nature of leave and the length of time away, volunteers may be suitable to return to their duties. Each case should be addressed individually and where necessary discussed with the program coordinator.

In the case of leave for health reasons, volunteers are required to provide a

medical clearance certificate from their doctor and forward it to the coordinator

confirming they are fit to return to work.

If a volunteer is deemed medically unfit to return to duties, the coordinator should

inform the volunteer and follow the volunteer retirement policy.

4.15 AUTHORITY TO RELEASE MEDICAL INFORMATION FORM

The purpose of this form is to allow relevant medical information to be released that

may impact on a volunteer working at the City of Melbourne. A Tourism Melbourne staff

may request this form to be completed if absent from a program due to illness or other

medical conditions.


5 City Ambassador Program

5.1 BACKGROUND

The City Ambassador Program (CAP) was piloted for a three-month period from

November 2000 to February 2001 to address research findings into the information

requirements, support services and safety needs of visitors to Melbourne. The program

aimed to positively influence the perceptions of both Melburnians and visitors about the

city.

5.2 ROLE OF A CITY AMBASSADOR VOLUNTEER

A City Ambassador volunteer has the following key roles:

offer assistance and information to visitors within the City of Melbourne

record statistics on the number of visitor contacts

notify supervisor of any tourism-related matters raised by visitors

share updated tourism-related information to supervisors to include in daily briefings

utilise the CAP resources provided, (brochures, maps and iPads)

provide support when needed to other programs (if trained).

5.3 HOURS OF OPERATION AND SHIFTS

Monday to Saturday 10am - 4pm

Sunday 11.00am - 3pm (March to October)

Sunday 12.00pm - 4pm (October to March)

(Closed Good Friday and Christmas Day)

Shifts times:

Monday to Saturday 9.30am - 1.00pm and 12.30pm - 4.00pm

Sunday 1.00pm - 3.00pm (March to October)

12.00pm - 4.00pm (October to March)

The duration of each volunteer shift is generally 3.5 hours.

Extra shifts are available on request.

5.4 CITY AMBASSADOR DAILY PROCEDURES

Daily briefings

The briefings are an opportunity for City Ambassadors to be informed by supervisors of

new tourism information current events.

Daily briefings occur at 9:30am and 12:30pm Monday to Saturday, and 11am or 12

noon on Sunday in the City Ambassador headquarters, Level 8, CH2, 240 Little Collins

Street.


On-street allocations

The City Ambassador Program currently focuses on the retail core of the city, bounded

by Elizabeth Street, Bourke Street, Russell Street and Flinders Street.

The minimum standard of service delivery is a continual on-street presence at the

corners of Swanston/Flinders and Swanston/Bourke Streets during operational hours.

When numbers permit, volunteers will be allocated to other key pedestrian flow points,

or areas where a presence is required as dictated by the events of the day.

It is a requirement that each City Ambassador volunteer remains at their on-street

allocation assigned in the daily briefing, unless otherwise directed by the supervisor or

coordinator.

5.5 UNIFORM STANDARDS AND GENERAL PRESENTATION

Volunteers are required to wear their branded uniform during their shifts. The uniform

comprises of:

full length sleeve polo shirt

full length sleeve shirt

vest

rain jacket

broad brimmed hat (all year round)

cap (May to October only)

woollen beanie

fingerless thermal gloves

knitted scarf

long black pants


The last two items must be purchased and supplied by volunteers themselves.

The broad brimmed hat is to be worn at all times during the daylight savings months

(October - March).It is also recommended to wear sunglasses supplied by volunteers

themselves.

During winter, CAP volunteers may also wear a black jumper/skivvy underneath their

uniform. CAP volunteers are required to maintain high standards of personal hygiene

and grooming at all times.

5.6 CITY AMBASSADOR WORK TOOLS

Waist bags

Each waist bag contains current tourism-related brochures to assist you during your

shift. All information in the waist bags is replenished after each shift. Waist bags are

located in the City Ambassador headquarters..


Mobile phones

Volunteers are provided with one mobile phone per location while on duty. The phone

is to be used to make either a general inquiry to the City of Melbourne hotline or to a

supervisor for assistance with an enquiry. Personal calls are prohibited except in the

event of an emergency, and are not to be used as a substitute for a public phone for a

visitor. The mobile phone must be switched on at all times.

To log on to a mobile phone, please see the instructions card in the City Ambassador

waist bag or ask a supervisor for assistance.

iPads

iPads are provided at each shift as an information resource with internet access, apps

and Tourism Portal access. iPad training is provided to all volunteers.

Volunteers are responsible to ensure:

iPad harness is worn diagonally at all times due to OH&S compliance

harness is only worn for a period of up to 2 hours

a 15 minute break is taken before resuming use

iPads are secured at all times

5.7 STATISTICS

Volunteers are expected to collect visitor contact statistics. Volunteers record the

number of people they have approached and/or helped using a manual tally counter.

What is a click?

Melbourne Visitor Booth, City Ambassador and Cruise Ship volunteers collect daily

statistics on visitor contacts with their programs. Each person who is assisted is

counted as one ‘click’ of the counter. When helping a group of people, each person in

the group counts as one click. Therefore:

One person assisted equals one click

One person assisted, while their family of four stands by waiting, equals five clicks

5.8 EMERGENCY MANAGEMENT

The following information is important and outlines some of the procedures you need to

follow to assist in the event of an emergency. It is important to remember that your

safety comes first at all times.

Evacuations

It is always important to consider your own safety prior to assisting anyone else. If you

are being evacuated from an area you are working in, follow all instructions from police

or other emergency services personnel.

Please remember that you may not be able to get to the preferred meeting point

because of the situation you are experiencing. If safe and appropriate, you should call

your supervisor or coordinator to advise them of the scenario and receive any specific


instructions (note: in some emergency situations it is recommended that mobile phones

are not used).

Explosions, if witnessed or reported to a volunteer

Always consider your own safety first. Place yourself in a safe and secure location.

Then, if there is no danger to yourself and you are comfortable to do so, you may

choose to provide assistance in one of the following ways:

Contact the coordinator or supervisor.

Use your discretion and contact police, fire or ambulance on '000'.

Establish the precise address/location for emergency services to attend.

Follow the directions of police or other emergency services personnel.

If safe and appropriate, call your supervisor or coordinator to advise of your location

and to receive instructions (note: in some emergency situations it is recommended

mobile phones are not used).

If you are unable to make contact with your supervisor, make your way (in the

following order of preference) to Council House 2 , the City Square if Council House

2 has been evacuated, the Melbourne Visitor Centre or the Melbourne

Visitor Booth.

If you are asked 'what to do' by the public, advise them to follow the directions of

police or other emergency services personnel.

Suspicious packages reported or observed

DO NOT HANDLE any suspicious parcels. A parcel is suspicious if there are signs or

notes present, wires, lights or switches visible, or strange noises emitted from the

package. Also consider if the parcel is in an unusual or a sensitive area / premises /

location.

Make contact with your coordinator or supervisor immediately. Refrain from using

mobile telephones next to any such suspicious parcels, use a landline telephone.

Make initial cursory checks of the immediate area to see if the package may belong to

a person standing nearby (i.e. briefcases or bags left on paths). Consider checking

with the nearest premises (mostly commercial in your area of activities) to check if the

staff know of the parcel’s presence, or the reason for it being present.

If the parcel’s presence is not easily explained and of a suspicious nature, consider

requesting assistance to use a nearby landline telephone to call ‘000’. Refrain from

using mobile telephones next to any such suspicious parcels.

If you call ’000’, you will be asked several questions about your identity, the parcel

description, the reasons why it is considered suspicious, the precise location of the

parcel and the person(s) the police can speak to regarding the parcel. This information

is vital for police to evaluate who needs to attend, how many units to respond with and

to plan appropriate actions whilst travelling to any such incidents. Having the details of


the person making the report and an accurate location is very important when judging

the veracity of reports.

Try to have one person keep a watch over the parcel from a safe distance to see if it is

approached or recovered by any person(s).

Observe the parcel from a point as far away as possible, without losing sight of it

(preferably next to a corner or street furniture that may be used for cover if needed)

until police arrive.

Fully brief the police unit attending. They will then decide on the best course of action.

5.9 CONTACT CITY AMBASSADOR PROGRAM

Phone: (03) 9658 9514

Email: [email protected]


6 Cruise Ship Program

6.1 BACKGROUND

The City of Melbourne’s Cruise Ship Program (CSP) provides a visitor information

service at Station Pier (Port Melbourne) for visiting cruise ship passengers and crew.

The service is delivered from the information desk in the international

terminal.Occasionally, the visitor service can (on request and with prior notice) be

delivered on-board the ship or on the pier.

Cruise ship season varies from year to year, and usually takes place during the months

of October to April. On average, approximately 50 cruise ships visit Melbourne during

the season and a small number of ships (i.e. four or five) may stay overnight. Ships are

generally in port for 10 hours (i.e. 7am – 6pm)

Public Transport Victoria (PTV) provides express citybuses from Station Pier to the city

centre. These buses are provided to ease the congestion on the 109 tram during the

peak hour period. Passengers are required to purchase the myki pass to access this

service.

Once the passengers arrive in the city, they are greeted by the Tourism Melbourne

volunteers located at the Arts Centre. Volunteers are also located on the corner of

Collins and Swanston Streets to greet passengers on the 109 tram.

Volunteers and staff for the CSP are drawn from Tourism Melbourne’s existing pool of

volunteers. All shifts worked at Station Pier and the Arts Centre are in addition to a

volunteer’s regular shift with other tourism services.

6.2 ROLE OF A CRUISE SHIP VOLUNTEER

A Cruise Ship volunteer has the following key roles:

offer assistance and information to visitors



share updated tourism-related information to supervisors to include in daily briefings

utilise the CAP resources provided, (brochures, maps and iPads)



Monday to Sunday 7.45am - 11.30am at Station Pier

8.45am - 12.00pm at the Arts Centre

The Cruise Ship Program does not operate on Christmas Day.

Shifts times:

Monday to Sunday 7.30am - 11.30am at Station Pier


8.30am - 12.00pm at the Arts Centre

The duration of each volunteer shift is generally four hours.


6.4 TRAINING

Training is conducted each year prior to the cruise ship season and is generally held in

October.

6.5 CRUISE SHIP DAILY PROCEDURES

Daily briefings

Daily briefings occur on each cruise ship day at 7.30am at Station Pier and 8.30am at

the City Ambassador headquarters for the Arts Centre volunteers. 6.6 UNIFORM STANDARDS AND GENERAL PRESENTATION

Volunteers are required to wear their branded uniform during their shifts.

At Station Pier

The uniform comprises of:

long sleeve polo shirt

long sleeve shirt

¾ sleeve shirt for women

vest

broad brimmed hat (if outdoors)

long black pants


The last two items must be supplied or purchased by volunteers themselves.

Note: if outdoors at the pier a wide brim hat and sunscreen needs to be worn.

At Arts Centre

Volunteers allocated at the Arts Centre must follow the City Ambassador uniform

specifications including:



vest

rain jacket

broad brimmed hat

long black pants



The last two items must be purchased and supplied by volunteers themselves. It is also

recommended to wear sunglasses supplied by volunteers themselves. Volunteers are

required to maintain high standards of personal hygiene and grooming at all times.

6.7 STATISTICS



What is a click? Melbourne Visitor Booth, City Ambassador and Cruise Ship volunteers collect daily

statistics on visitor contacts within their programs. Each person who is assisted is





6.8 EMERGENCY PROCEDURES

To ensure all volunteers are aware of what to do in the event of an emergency, information will be provided at the pre-season cruise ship briefing.

6.9 CONTACT CRUISE SHIP PROGRAM




7 Melbourne Visitor Booth

7.1 BACKGROUND

The Melbourne Visitor Booth (MVB) has operated from its existing site (previously Half-

Tix) since November 2002. Prior to November 2002, MVB operated for many years

from a small portable booth located at the north-east end of the Bourke Street Mall.

The MVB is a gateway to the mall itself, and the central retail area, and aims to drive

tourism visitation into the central retail core. MVB was refurbished in 2007 to meet the

needs of a growing number of visitors.

7.2 ROLE OF A MVB VOLUNTEER

MVB volunteers have the following key roles:

provide quality tourist and general information to visitors



utilise the resources provided, (brochures, maps, Tourism Portal and iPads)



Monday to Sunday and public holidays 9.00am - 5.00pm

(Closed Good Friday and Christmas Day)

Shifts times:

Monday to Sunday 8.45am - 1.00pm

10.45am - 3pm

12.45pm - 5.00pm

The duration of each volunteer shift is generally four hours.


7.4 MVB DAILY PROCEDURES

Daily briefings

Daily briefings occur each day at 8:45am and 12:45pm, and a mid-shift briefing at 10.45am. The briefings are an opportunity for volunteers to be informed by supervisors of new tourism information and current events.



comprises of:




vest

rain jacket

fingerless thermal gloves

knitted scarf

cap (optional)

woollen beanie (optional)

long black pants


The last two items must be purchased and supplied by volunteers themselves. It is also

recommended to wear sunglasses supplied by volunteers themselves.

During winter, MVB volunteers may also wear a black jumper/skivvy underneath their

uniform. Volunteers are required to maintain high standards of personal hygiene and

grooming at all times.

7.6 STATISTICS



What is a click?

Melbourne Visitor Booth, City Ambassador and Cruise Ship volunteers collect daily

statistics on visitor contacts with their programs. Each person who is assisted is






Evacuations

It is always important to consider your own safety prior to assisting anyone else. If you

are being evacuated from an area you are working in, follow all instructions from police

or other emergency services personnel.





are not used).






Advise the coordinator or supervisor.

Use your discretion and contact police, fire or ambulance on '000'.






Make your way (in the following order of preference) to Council House 2 , the City

Square if Council House 2 has been evacuated, the Melbourne Visitor Centre or the

Melbourne Visitor Booth.







location.

Make contact with your coordinator or supervisor immediately. Refrain from using

mobile telephones next to any such suspicious parcels, use a landline telephone.

Make initial cursory checks of the immediate area to see if the package may belong to

a person standing nearby (i.e. briefcases or bags left on paths). Consider checking

with the nearest premises (mostly commercial in your area of activities) to check if the

staff know of the parcel’s presence, or the reason for it being present.

If the parcel’s presence is not easily explained and of a suspicious nature, consider

requesting assistance to use a nearby landline telephone to call ‘000’. Refrain from

using mobile telephones next to any such suspicious parcels.

If you call ’000’, you will be asked several questions about your identity, the parcel

description, the reasons why it is considered suspicious, the precise location of the

parcel and the person(s) the police can speak to regarding the parcel. This information

is vital for police to evaluate who needs to attend, how many units to respond with and

to plan appropriate actions whilst travelling to any such incidents. Having the details of

the person making the report and an accurate location is very important when judging

the veracity of reports.

Try to have one person keep a watch over the parcel from a safe distance to see if it is

approached or recovered by any person(s).


Observe the parcel from a point as far away as possible, without losing sight of it

(preferably next to a corner or street furniture that may be used for cover if needed)

until police arrive.

Fully brief the police unit attending. They will then decide on the best course of action.

7.8 COLLATERAL MANAGEMENT POLICY

General guidelines

Tourism Melbourne management retains the right to decide which materials/collateral will be

displayed at all programs.

If someone approaches you and asks to display their brochures, please refer the enquiry to a

supervisor or coordinator. Volunteers should not accept any brochures or advertising materials.

Deliveries should be directed to the stores officers or supervisors at the Melbourne Visitor

Centre.

If visitors request 10 or more brochures, please refer the request to a supervisor.

7.9 CONTACT MELBOURNE VISITOR BOOTH

Phone: (03) 9650 6560




8 Melbourne Visitor Centre

8.1 BACKGROUND

The Melbourne Visitor Centre (MVC) at Federation Square opened in October 2002.

The aim of the MVC is to:

enhance Melbourne’s reputation as a friendly and welcoming city by providing high

standards of customer service and to showcase MVC as a state-of-the art

information service

promote city businesses

act as a gateway for regional Victoria

act as a one-stop shop for all tourism services

generate self-sustaining revenue for the City of Melbourne.

8.2 ROLE OF A MVC VOLUNTEER

MVC volunteers have the following key roles:

offer assistance and information to visitors


utilise the MVC resources provided, (brochures, maps, Tourism Portal and iPads)



Monday to Sunday and public holidays 9.00am – 6.00pm

Good Friday 10.00am – 5.00pm

(Closed Christmas Day)

Shifts times:


12.45pm - 5.00pm

The duration of each volunteer shift is four hours.


8.4 MVC DAILY PROCEDURES

Daily briefings

Daily briefings occur each day at 8:45am and 12:45pm.

The briefings are an opportunity for volunteers to be informed by supervisors and Best of Victoria of new tourism information and current events.




comprises of:

MVC volunteers are required to wear their uniform during their shifts. The branded

uniform comprises:

long sleeve polo shirt

long sleeve shirt

¾ sleeve shirt for women

vest

long black pants


The last two items must be supplied or purchased by volunteers themselves.

All volunteers must maintain high standards of personal hygiene and grooming at all

times.


Security




Evacuations

It is always important to consider your own safety prior to assisting anyone else. All

MVC supervisors are trained as floor wardens. In an emergency evacuation, follow

instructions from supervisors, police or other emergency services personnel.





are not used).

Trial emergency evacuations at MVC are conducted periodically throughout the year

and are delivered by Federation Square Management in conjunction with MVC

management.






Report to the supervisor or information officer. If not available contact Federation

Square security.

Follow the directions of security, police or other emergency services personnel.





following order of preference) to Council House 2, the City Square if Council House

2 has been evacuated, the Melbourne Visitor Centre or the Melbourne

Visitor Booth.







location.

Unattended luggage or parcels, must be reported immediately to the supervisor.

Supervisors will assess the situation and make an announcement. If the parcel is not

collected within 5 minutes, the supervisors will then contact Federation Square Security

to further investigate. Do not inspect or handle any unattended parcels or luggage. If

the parcel’s presence is not easily explained and of a suspicious nature, consider

requesting assistance to use a nearby telephone to call ‘000’. Refrain from using

mobile telephones next to any such suspicious parcels.

8.7 COLLATERAL MANAGEMENT POLICY

General guidelines

Tourism Melbourne management retains the right to decide which materials/collateral will be

displayed at all programs.

If someone approaches you and asks to display their brochures, please refer the enquiry to a

supervisor or coordinator. Volunteers should not accept any brochures or advertising materials

The MVC coordinator manages the approval of applications for collateral display at all

programs.

Deliveries should be directed to the stores officers or supervisors.

Requests for multiple collateral

Visitors may take collateral that fulfil their information requirements. Any excess

collateral; which may be required should be requested via the supervisor on duty.


If you notice a visitor taking large quantity of collateral, report it immediately to the

supervisor.

If you receive a request for 10 or more brochures, please refer the request to a

supervisor.

8.8 CONTACT MELBOURNE VISITOR CENTRE

Phone: (03) 9658 9942




9 Melbourne Greeter Service Program

9.1 BACKGROUND

The Melbourne Greeter Service (MGS) was launched by the City of Melbourne in 1997.

At the time, only one other city in the world, New York, provided a similar service with

its Big Apple Greeters.

About 80 per cent of greeter service users are from overseas, from countries as far

afield as Germany, France, USA and China. Greeters include a general overview of the

city in their orientations, as may include specific aspects of Melbourne such as its

culture, Indigenous heritage, Australian art, arcades and laneways, parks and gardens

and more.

MGS is a free two to four hour walking orientation of the city for visitors. Greeters are

passionate, trained volunteers who share their local knowledge of Melbourne.

Groups of up to four people including children can be accommodated and bookings are

essential.

Orientations are available seven days a week (excluding Good Friday and Christmas

Day) and depart daily at 9.30am from the basement level of the Melbourne Visitor

Centre at Federation Square.

9.2 ROLE OF A GREETER VOLUNTEER

MGS volunteers have the following key roles:

provide two to four hour walking orientation of the city for visitors


utilise the resources provided, (brochures, maps)


Comparison between Melbourne Greeter Service and professional tours

MGS PROFESSIONAL TOURS

Free orientation where a visitor sees

Melbourne through the eyes of a local.

Paid tour on specific Melbourne

content.

Expectations of visitors are different as they

know it is conducted by a volunteer.

Upfront expectations based on a paid

service.

Duration: 2-4 hours. Duration: 1½ hours to half day.

Orientations run seven days per week. Some tours run only on certain days of

the week (e.g. Hidden Secret Tours,

Art & Design only on Saturdays).

Personal connection with a local and two-way

conversation. Ability to take questions on all

Tours are designed and presented by

guides in a structured manner. Guides


things to do Melbourne life such as

employment parallels in lifestyle and public

transport. Greeters take care not to respond

to questions they are not qualified to answer.

take questions specific to the tour

content which they have the

knowledge to deliver.

Content: There is no standardised orientation The orientation covers Melbourne CBD by

foot or tram and may explore the city’s

landmarks, culture, parks, dining,

shopping (Greeters provide visitors with

an insight into Melbourne from a local’s

perspective and promote the city not

specific businesses) Orientations can be personalised to suit

the interests of the visitors Opportunity to see Melbourne through the

eyes of a local.

Content: Formatted itinerary and specific

content on packaged tour (e.g.

Chocoholic Tours / Golden Mile /

Hidden Secrets.

Group size: one to four visitors Group size: from two to 12 visitors

Greeters are trained volunteers who have a

passion for Melbourne.

Tour guides are professionals trained

to conduct tours at a certain standard.

They are often accredited.

Key motivation – to provide visitors with a

memorable experience of Melbourne and

orientate the visitor around the central city.

Key motivation – provide a memorable

experience for a financial benefit.

Orientations are available in English seven

days a week. Multilingual orientations in a

variety of languages are available on selected

days throughout the week.

Tours are conducted only in English

Feedback is provided by visitors at the end of

the orientation and satisfaction with

orientation measured.



Closed Good Friday and Christmas Day

Shifts times:


The duration of each greeter shift is up to four hours.


In the unlikely event that a greeter does not have a pre-booked orientation and walk in

visitors can be secured on the day, that greeter may complete their shift by attending

self-guided famils/walks that are provided by the supervisors.



Greeters may wear branded uniform provided by Tourism Melbourne or wear their own clothing. All clothing must comply with City of Melbourne Heat and Sun Protection Policy. This policy applies to all employees, councillors, contractors, volunteers ("employees") whose tasks involve working outdoors for more than two hours per working day during the active thermal environment monitoring period ("ATEMP").

ATEMP will be conducted annually between 1 November - 31 March. Dress code standards to all outdoor employees and volunteers includes:

clothing that is professional, comfortable and appropriate to the orientation

flat, fully enclosed shoes. Flat shoes are more stable and provide increased

ankle/foot support, reducing the risk of sprains, strains and falls

long black pants

collared shirts with full length sleeve, which are to be worn as designed (sleeve -

not to be rolled up or modified)

Wide brimmed hats (minimum 7.5 cm) or bucket hat (brim minimum 6cm)

Sunscreen

Unless otherwise instructed, all outdoor employees are required to wear sun-

protective clothing that covers as much skin as possible.

During a greeter volunteer shift, it is compulsory to wear the appropriate dress code for

the weather conditions. The broad brimmed hat is to be worn at all times during the

daylight savings months (1 November - 31 April).

For more information on the City of Melbourne Heat and Sun Protection Policy and

hot/cold weather conditions please refer to the OH&S section of this manual.

Greeters must wear a name badge and City of Melbourne ID card at all times during an

orientation.

9.6 MGS DAILY PROCEDURES

Briefings

Daily briefings occur at 9.15am at MVC, and all greeters rostered are required to attend. The briefings are an opportunity for volunteers to be informed by of new tourism information and current events, and debrief about visitor’s booking on each orientation. Each greeter is provided with a mobile phone and customer feedback forms.

Group size

MGS group sizes must not exceed four people (including children) at any given time,

unless by prior arrangement and approval by MVC coordinator.

Conducting greeter orientations

The supervisors manage the allocation of walk in visitors depending on the availability.

The orientations commence at 9.30am.


When greeters meet their visitor/s, they introduce themselves and decide with the

visitor what to do, see or experience. Orientations should cater to the needs and

interests of the visitor.

Duration for each orientation is between two-to-four hours, starting and finishing at the

MVC. While the greeter must return to the MVC, visitors may depart from any location.

All orientations must be completed by 1.15pm unless prior arrangements have been

made. On completion, greeters must:

return to the MVC,

return the mobile phone and visitor feedback form,

sign the daily log sheet

de-brief with the supervisors regarding overall orientation and report any

concerns or suggestions for service improvement.

Orientations must be completed no later than 1.30pm. Greeters must call the

supervisor on 9658 9942 if orientations exceed four hours.

Boundaries

All orientations must be conducted within the City of Melbourne municipal boundaries.

Greeter etiquette

The greeter and visitor are welcome to have a break during the orientation, or sit in a

café for coffee or lunch at their own expense. Sometimes, a visitor may insist on paying

for your refreshments. This is acceptable.

Visitors and greeters may like to keep in contact after the orientation. This is also

acceptable when it is by the mutual agreement by both parties.

9.7 GREETER WORK TOOLS

Visitor feedback forms

During briefings, the supervisors provide each greeter with a visitor feedback form and

a resealable envelope. Greeters are required to give both the form and envelope to the

visitor at the conclusion of the orientation.

Greeters should give the visitor the space and privacy to complete the form. Once

completed, the visitor inserts the form in the envelope, seals it and returns it to the

greeter. Greeters must return the forms unopened to the supervisor at the end of the

orientation.

One form should be provided per family, couple or individual.

Mobile phones

Greeters are provided with a mobile phone while on duty. The phone is to be used to

make either a general enquiry to the City of Melbourne Hotline or to a supervisor for


assistance with an enquiry. Personal calls are prohibited except in the event of an

emergency and mobile phones are not to be used as substitute for a public phone for a

visitor. The mobile phone must be switched on at all times.

To log on to a mobile phone use the instruction card or ask a supervisor for help.

Water bottles

Greeters are provided with a personal water bottle for use on their shift. Water bottles

can be filled in the kitchen at the MVC, in the MVB and on Level 8, CH2, 240 Little

Collins Street.

See section 4 of this manual for other locations recommended for filling water bottles.

9.8 CANCELLATION OF AN ORIENTATION

If a greeter needs to cancel an orientation due to illness or an emergency, they must

contact the supervisor (MVC) immediately.

There may also be the occasional ‘no-show’ by a visitor. Greeters are expected to wait

15 minutes for their visitor before reporting to the supervisor (MVC). Your supervisor

will decide if you should wait any longer. If no roll-up visitors can be secured then the

greeter is advised to attend self-guided famils/walks which can be provided by the

supervisors.

9.9 COSTS INCURRED DURING ORIENTATIONS

Tourism Melbourne will not reimburse greeters for any personal expenses such as

meals, admission fees and so on. Greeters are encouraged to include free or low-cost

activities and experiences in their visitor orientations.

9.10 PAYMENT

Under no circumstances are greeters to accept payment from visitors for their

orientation or at any post orientation catch-ups with visitors. Greeters who accept

payment will be automatically terminated from the service.

9.11 MODES OF TRANSPORT

All greeter orientations should be conducted on foot within the City of Melbourne

municipality. Use of private transport is not permitted and is not covered by our

insurance policy.

9.12 WEEKEND EMERGENCIES

Contact the supervisor on 9658 9942 if you need help or have any security issues.










Contact police, fire or ambulance on '000'.







following order of preference) to the Town Hall, the City Square if the Town Hall has

been evacuated, the Melbourne Visitor Centre or the Melbourne Visitor Booth.



9.14 CONTACT MELBOURNE GREETER SERVICE

Phone: (03) 9658 9942




10 Training and resources

10.1 VOLUNTEER TRAINING

Before a volunteer is allocated a permanent shift, they must successfully complete the

Volunteer Training Program, which includes:

volunteer induction

customer service and cultural awareness

Melbourne Essentials

regional Victoria

Tourism Melbourne Portal (computer)

iPad training

on-the-job development (observation and on-the-job training)

self-directed training

Volunteer induction (1 day)

All trainee volunteers are required to attend a full-day volunteer induction. This training

will brief volunteers about the operations of each program, outline volunteer rights and

responsibilities, and familiarise each participant with the Volunteer Handbook. The

induction also covers City of Melbourne as an organisation.

Customer service and cultural awareness (1 day)

A customer service, communication and cultural awareness training program which

builds personal, professional and community pride and inspires a greater commitment

to giving quality customer service. All trainee volunteers are required to complete this

training workshop.

Melbourne Essentials (3.5 hours)

Melbourne Essentials is designed to provide training on Melbourne’s basic tourism

product to help cater to the needs of visitors to the city.

Regional Victoria (3.5 hours)

Regional Victoria is designed to provide training on basic tourism product in regional

Victoria to help cater to the regions in Victoria.

Tourism Melbourne Portal (2 hours)

This is a user-friendly computer database used to assist volunteers with visitor

enquires. Access to the Tourism Melbourne Portal is via the City of Melbourne’s

Intranet (http://comweb/).

http://(http/comweb/


iPad training (1 hour)

iPads are used as a resource in the face to face visitor services. This training includes

basic functions, how to use apps and search for visitor information.

Self-directed training

Within their probationary period, it is expected volunteers will attend a Melbourne

Greeter Service orientation, a circuit on both the City Circle Tram and theMelbourne

Visitor Shuttle, a Melbourne Town Hall tour, and Federation Square famil walk.

Volunteers may speak to their supervisor who can assist in organising times to attend

these tours and services.

On-the-job development

Volunteer participate in a number of on-the-job training sessions, often teamed up with

an experienced staff member or volunteer to listen to the types of questions asked by

visitors and observe how to access relevant information. A ‘volunteer in training’ badge

will be issued and is to be worn for the duration of these sessions. All trainee

volunteers complete this training with the number of sessions determined by their

respective program coordinators. The progress of each trainee volunteer during both

on- and off-the-job training is progressively reviewed and feedback given to the trainee

volunteer before a permanent shift is allocated.

10.2 FORUMS AND FAMILIARISATIONS

Forums

Forums are a valuable and time effective way to build product knowledge. On a rotating

basis, forums may be held monthly, each with a different theme (e.g. seasonal events).

These forums are delivered by various tourism operators and industry professionals

and are coordinated by Tourism Melbourne and the peak industry, local and regional

tourism organisations.

Familiarisations (known as ‘famils’)

Famils enable you to experience first-hand and learn about a particular product/service

as volunteers get the opportunity to visit a specific attraction. Famils are conducted

locally in Melbourne and are promoted monthly in the volunteer newsletter.

Eligibility for famils and forums

All volunteers are eligible to participate in famils and forums once they commence their

observation shifts.

RSVP for famils and forums

RSVP details are published in the volunteer newsletter. Where the number of places

available on a particular famil is limited, eligibility for attendance is determined on a

‘first come, first served basis’, or according to other priorities explained in the volunteer

newsletter.


If demand for a particular famil exceeds capacity, a waiting list is implemented. Should

someone cancel prior to the famil date, then the next in line on the waiting list will be

offered a place.

Tourism Melbourne also endeavours to repeat famils with large waiting lists to ensure

all volunteers have an opportunity to participate. This is approved according to the

availability of the tour operator and/or attractions.

Volunteers may also book to attend a forum prior to it being published in the monthly

newsletter with their supervisor or tourism operations officer as soon as the forum has

been confirmed and communicated to them.

Etiquette on famils and forums

When attending a famil or forum, volunteers are acting as a representative of the City

of Melbourne. Punctuality is essential, so please meet at the designated meeting point

on time. Volunteers may also meet at the designated famil location, if travelling by

public transport,you must advise your supervisor prior if this is your option. Insurance

coverage for volunteers starts at the designated location of the famil. Please wear

suitable attire to all famils and forums (smart casual) and your name badge.

If you are unable to attend a famil or forum you have booked for, notify a supervisor or

the Tourism Operations Officer as soon as possible on 9658 9972 to give others on the

wait list a chance to attend.

If the famil/forum has not met your expectations, it is not appropriate to voice your

opinion to operators about their products. Tourism Melbourne staff will be available to

discuss any concerns with you at a later date.

You may also be asked to prepare a brief report summarising your experience of the

familiarisation or forum. This feedback may be included as a famil report in the

volunteer newsletter.

Please note: you are not eligible to attend a famil or forum during your rostered

allocated shift.

Family and friends on famils and forums

Family and friends of volunteers are NOT permitted to attend famils and forums.

No show, no go

If a volunteer does not attend a famil/forum without advising a relevant staff member

prior to the date of the famil, they will be ineligible to participate in the following month’s

famils.


11 NOTES


VOLUNTEER COPY

ACCEPTANCE:

VOLUNTEER STANDARDS AND EXPECTATIONS

I, _______________________ , have received, read and understand that the

standards of behaviour, expectations and policies defined within the City of Melbourne

Standards and Expectations form part of the conditions of my volunteer placement.

I agree to abide by the standards of behaviour and follow the policies within the

Tourism Melbourne Volunteer Handbook.

__________________________ _________________________ ___ / ___ / ____

Name Signature Date


PLEASE RETURN THIS COPY TO TOURISM MELBOURNE

ACCEPTANCE:

VOLUNTEER STANDARDS AND EXPECTATIONS

I, _______________________, have received, read and understand that the standards

of behaviour, expectations and policies defined within the City of Melbourne Standards

and Expectations form part of the conditions of my volunteer placement.

I agree to abide by the standards of behaviour and follow the policies within the

Tourism Melbourne Volunteer Handbook.

__________________________ _________________________ ___ / ___ / ____

Name Signature Date

tourism melbourne volunteer handbook...

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