Park Ambassador Program

Park Ambassador Program

Park Ambassador Program Manual TABLE OF CONTENTS Mecklenburg County Mission and Vision Statement 2 The Mecklenburg County Park and Recreation Department Mission 2 Mission Statements 3 Park Ambassadors Program Goals 4 Park Ambassadors Duties 4 Agency Responsibilities 5 Appreciation Program 5 Training 6 Appearance and Frame of Mind 6 Incident Reporting Protocol 6 Reporting Volunteer Hours 7 Safety 7 Supervision 7 Americans with Disabilities Accommodations 7 Appendixes 8 Park Ambassadors Report 9 Ambassador Time Sheet..10 2

Mecklenburg County Mission and Vision Statement: Mecklenburg County serves and partners with citizens to build and maintain a safe, healthy, livable, prosperous, well-governed and unified community. Park and Recreation Mission Statement: "To enrich the lives of our citizens through the stewardship of the county's natural resources and the efficient and responsive provision of quality leisure opportunities, experiences, and partnerships" Park Ambassadors "To increase the public s knowledge and enjoyment of the park system 3

Volunteer Program Goals -To provide a team that can educate the community and enhance the Departments ability to provide Customer Service to our park patrons. -To provide an avenue for volunteering for individuals and groups that wish to "give back" to the community. -To provide assistance to park staff in the areas of programming, maintenance, and security related operational matters and initiatives -To provide a team that will be a deterrent to crime, vandalism, and other un-wanted behaviors that may occur in park settings Park Ambassadors Duties -Turn in time sheets and reports at the end of every month. -Act as an Ambassador to the patrons in the parks -Act courteous and welcoming to all park patrons -Make an effort to be informative and answer all questions asked by park patrons -Provide park etiquette and safety advice to our patrons -Provide the best Customer Service possible to park patrons -Park Ambassadors are required to complete and turn in a check list report (where applicable) at least two times a month. -Playground Maintenance Program checklist -Check fibar, re-spread if needed. -Check for damaged equipment -Check for weeds in mulch -Trail/Waterfront/Park inspections -Is the area clean? -Is the area safe? - Does the area need any specific maintenance repairs? -Are trails washed out? -Are trails passable? -Replace Mutt Mitts (where applicable) -Replace brochures in kiosks (where applicable) -Check the park signage, shelters, picnic tables, benches for damages and graffiti -Get surveys completed by park patrons (where applicable) -Report safety and maintenance related deficiencies to park officials for prompt follow-up action -Monitor park activities and report suspicious behavior(s) to the appropriate authorities -Assist park staff in the facilitation of special events and/or programs as needed and available 4

Agency Responsibilities The Mecklenburg County Park and Recreation Department is grateful to the many volunteers of the community for supporting our efforts in keeping our parks safe, attractive, and welcoming places for people to visit and enjoy. We respect your commitment to this endeavor and will strive to support all volunteers completely. The following list identifies the basic fundamental instructions that all Park Ambassadors shall expect to receive after agreeing to serve in this program: -A thorough orientation and overview of the program - Information needed to perform duties - Guidance on how to perform duties including: -How to effectively "deal" with patrons -Who to call for assistance -Instruction on Incident reporting and general protocol(s) -Introductions to staff -Support and assistance as needed by staff and other resources Appreciation Program Incentive and appreciation programs will be offered to everyone who participates in the Park Ambassador Program, examples include: -Invitations to special events -Annual Park and Recreation Commission Barbecue -BI-Annual Appreciation Events -Full or partial discounts to various facilities, programs, or event -Aquatic Center daily and/or annual facility passes -Golf Course rounds -Picnic shelter rentals -Boat rentals -Equestrian Center trail-rides -Annual awards and recognition to include representative examples -Plaques -Pins -Certificates of appreciation -Press and media exposure -Clothing -T-Shirt 5

Training and Orientation After an interested individual is accepted by the Department's Volunteer Coordinator, they will go through a Park Ambassador orientation. Volunteers will not be considered to be a Park Ambassador until they have attended this orientation. Upon completing the orientation; the Park Ambassador will be introduced to departmental staff assigned to the district(s) where the Park Ambassador has chosen to monitor. Any specific training needed for a district will be administered by staff from the appropriate district. Appearance and Frame of Mind It is very important that Park Ambassadors dress and act professionally while performing their volunteer duties. While volunteers have no official enforcement authority, they will serve as an important educational and monitoring role in interactions with other park patrons. With this in mind, all volunteers must interact professionally with park patrons and represent the department in the highest and best manner possible. Each volunteer will be issued one (1) Park Ambassadors tee shirt. They will be expected to wear the tees shirt, each time they are performing their duties at their designated location/site. Incident and Reporting Protocol As mentioned previously, one of the primary purposes of the Park Ambassadors program is to be the "eyes and ears" of the park system at individual park sites and facilities. Volunteers will be expected to take their role seriously and report anything that may appear to be out of order. While volunteers should never take action independently or place themselves in harm's way, they should take initiative and report problems promptly. -For emergencies the first contact should be 911. -For non emergencies the contact should be park staff (either the Park and Recreation Manager or Park Watch Coordinator assigned to the district). -Non urgent issues should be reported via the Park Ambassador Report. -The Park Ambassador Report (Appendix A) should be used to report any non urgent incidents or cleanliness and park repair issues that need to be addressed. This report can also be used to let park staff know what they are doing right! Each volunteer will be expected to complete and submit the form as soon as possible after an incident and no less then once a month. 6

Reporting Volunteer Hours Volunteer time sheets can be found in Appendix A. Time sheets need to be turned into the Volunteer Coordinator at the end of each month. Time sheets need to be turned in even if you have not reported any time. This is so that we know that you are still active in the program. These sheets can be turned in one of three ways: Fax to 704-319-9556 Email to: Lori.saylor@mecklenburgcountync.gov Mail to; Lori Saylor, Volunteer Coordinator 5841 Brookshire Boulevard Charlotte, NC 28216 Safety The department's Park Ambassador Program requests individuals to visually monitor park activities and facilities and report in-appropriate behaviors and facility damage to the appropriate authorities. We do not want you to "take matters into your own hands. The service(s) that you provide will be very valuable and will allow us to better serve park patrons and communities but not at the expense of you, the volunteer. Volunteer Supervision This Volunteer Coordinator is the primary point of contact for all volunteers. All reports and time sheet must be submitted to the Volunteer Coordinator.. We encourage frequent communication, contact the Volunteer Coordinator at any time. Americans with Disabilities Act "Mecklenburg County will comply with the Americans With Disabilities Act (ADA) which prohibits discrimination on the basis of disability. Mecklenburg County will make reasonable accommodations in all programs to enable participation by an individual with a disability who meets essential eligibility requirements. Mecklenburg County programs will be available in the most integrated setting for each individual. If any accommodations are necessary for participation in any program or service, participants are required to notify staff (at least 72 hours prior to program). Upon request, this information is available in an alternative format for persons with disabilities." Additionally, the department does not discriminate on the basis of age, sex, ethnicity, or religion. 7

APPENDIX Park Ambassadors reporting form Volunteer Time Sheet 8

PARK AMBASSADOR REPORT Park Site: Date: Time: Reporting (Person) Address: City: State: Zip: Phone: ( ) Location in Detail: Description of Incident: Action Taken: Other Comments: Please return this form to Lori Saylor, Volunteer Coordinator 5841 Brookshire Boulevard Charlotte, NC 28216-2403 Lori.saylor@mecklenburgcountync.gov Fax: 704-319-9556 9

Park Ambassador Time Sheet Name: Telephone Number: Supervisors Name: Telephone Number: Date Program Time In Time Out Total Time Time Sheet Total Hours Please return this form to Lori Saylor, Volunteer Coordinator 5841 Brookshire Boulevard Charlotte, NC 28216-2403 Lori.saylor@mecklenburgcountync.gov Fax: 704-319-9556 10