Volunteer General

Training Manual

Volunteer General Training Manual 1

Volunteer General Training
Manual

This manual has been prepared for the
organization of the Lima 2019 Pan American
and Parapan American Games and it is one of
the tools of the Volunteer Training Program.
The information contained herein, based on
the actions of certain functional areas, has
been gathered up to December 31, 2018.
General Volunteer Training Manual – Lima
2019.
Lima, 2019.
Lima 2019 XVIII Pan American and Parapan
American Games
https://www.lima2019.pe
Content
2.6 THE GAMES TEAM 50
WELCOME 7
2.7 COMPETITION GUIDE 52
2.8 THE GAMES VENUES 56
INTRODUCTION 8
2.9 GENERAL CHARACTERISTICS
OF THE CITY OF LIMA 62
PART 1 11
HISTORY OF THE PAN AMERICAN AND
PARAPAN AMERICAN GAMES
PART 3 65
VOLUNTEERING AT THE LIMA 2019 PAN
1.1 OLYMPIC MOVEMENT 14
AMERICAN AND PARAPAN AMERICAN
1.2 THE PAN AMERICAN GAMES 16
GAMES
1.3 THE PARAPAN AMERICAN GAMES 18
3.1 WHAT IS VOLUNTEERING? 66
1.4 THE GAMES AND THEIR VALUES 22
3.2 THE LIMA 2019 VOLUNTEER 68
3.3 CODE OF CONDUCT AT GAMES-TIME 80
PART 2 27 3.4 VOLUNTEER RIGHTS AND
RESPONSIBILITIES 88
THE LIMA 2019 PAN AMERICAN AND
3.5 GENERAL ASPECTS ABOUT THE
PARAPAN AMERICAN GAMES
VOLUNTEER’S ROLE 90
2.1 THE LIMA 2019 GAMES 28
3.6 GUIDELINES ON HOW TO INTERACT
2.2 THE LIMA 2019 EMBLEMS 32
WITH PEOPLE 96
2.3 THE GAMES’ LEGACY FOR PERU 38
3.7 GAMES-TIME SECURITY AND
2.4 SPORTS AT THE LIMA 2019 PAN
EMERGENCIES 102
AMERICAN GAMES 44
3.8 SELF-CARE AT GAMES-TIME 110
2.5 SPORTS AT THE LIMA 2019 PARAPAN
AMERICAN GAMES 48
ACRONYMS 114
REFERENCES 115
Volunteer General Training Manual 5
 Welcome
The XVIII Pan American Games and Sixth
Parapan American Games to be held in
Lima from July 26 to September 1, 2019, are
an opportunity to show the world that we
are capable of taking on great challenges,
meeting them, and proving that Peru believes
in promoting habits and values related to
sports as an important way to achieve healthy
interactions and harmony between us.
This multi-sports event, considered the
largest in the continent, will allow us to
strengthen our friendships with other
countries and share our culture, history,
hospitality, artistic expressions, cuisine,
enthusiasm and joy that characterize us.
This commitment encourages us to prepare
ourselves as best we can to successfully
carry out this great event.
Therefore, volunteers are an essential
component of the Lima 2019 Games: without
volunteers, there are no Games! Each of you
will have a crucial role, regardless of your
task or duties. All of them are important for
the success of this event.
In this manual, you will find relevant
information about the Games, matters
related to the identity of the volunteer,
the new sustainable development agenda
and other topics of interest to prepare you
to welcome close to 10,000 athletes and
technical officials from 41 countries.
You are all part of an important legacy
for our country by helping strengthen the
6 Volunteer General Training Manual
volunteering culture. We have no doubt that
many people will follow in your footsteps
and that you will be remembered for your
ongoing collaboration, support, enthusiasm
and commitment.
We are sure that the Lima 2019 Pan
American and Parapan American Games
will help generate opportunities for us to
be good citizens, promote Peruvian national
identity and create a positive impact on the
development of opportunities for the next
generations.
For all the reasons mentioned above, we
highly value your commitment to the Games.
It is important to mention that, as volunteers,
you too are writing this important chapter in
the sports history of our country.
Those of us who are part of the Special
Project for the Preparation and Development
of the Lima 2019 Pan American and Parapan
American Games are proud to have you as
members of our team. Together, we will
make this event an unforgettable experience
for everyone!
CARLOS NEUHAUS TUDELA
Lima 2019 Executive Director
7
Introduction
THIS YEAR, LIMA IS READY TO
CELEBRATE. THE LIMA 2019
PAN AMERICAN AND PARAPAN
AMERICAN GAMES WILL START IN
JULY.
This is the first time that a competition of
this scale and importance will take place in
our country. Close to 10,000 athletes and
technical officials from 41 countries are
expected to attend, so we must do our best
VOLUNTEER TRAINING
to prepare ourselves. You are a cornerstone
of this great event’s development.
Lima 2019 volunteers will not only know and
learn about the procedures and techniques
necessary to perform a role, but they will
also take on and put into practice personal
attitudes that will demonstrate their
responsibility and civic commitment to be
part of Peru’s history.
With that in mind, our Volunteer Training
Program is divided into two stages:
In this manual, which consists of the first stage
of general training, you will find information
that will help you become familiar with the
origins, evolution, participating institutions,
sports and internal operations of the Games.
You will also be able to learn about the
principles and characteristics that must guide
and distinguish the Lima 2019 volunteer
when fulfilling their roles.
General training (in person and online) will
allow you to acquire knowledge, skills and
attitudes to successfully perform your role.
The training process will be carried out before
the Games start, so please read this manual
carefully and delve into the topics included in
the online training sessions.
At the end of this first stage, you may start
specific training according to the functional
area you will be assigned to. You will
complete the online sessions first. Then,
you will study the specific manuals that
are part of the training and will also be
informative for the in-person test runs at
the venues. Specific training will provide you
with detailed knowledge about tasks and
procedures that you will take on and carry
out when working as a volunteer. If you have
questions or concerns, please contact us. The
training team will always be available and
will accompany you throughout the entire
training process.
After training is complete, you will have
the knowledge and tools to join the Games
organization. You will also understand and
take on your role as a Lima 2019 volunteer
with pride and enthusiasm.
Peru and the city of Lima thank you for being
part of this team.
LIMA 2019 TEAM
At Lima 2019 we’re counting
on you, at Lima 2019,
LET’S ALL PLAY!

1ST 2ND
STAGE STAGE
General Specific
training training

In-Person In-person
training training: at
venues and
test runs.
Online Online
training training

8 Volunteer General Training Manual 9

 1
HISTORY OF THE
PAN AMERICAN AND
PARAPAN AMERICAN
GAMES

10 Volunteer General Training Manual 11

THE OLYMPIC MOVEMENT AND THE PAN AMERICAN GAMES

776 BC
The first Olympic Games
were held at the Sanctuary
of Olympia in ancient Greece.
394 BC
The Olympic Games were
outlawed by Roman decree.
4
years
An Olympiad refers s to the time
period between two wo Olympic
1896
The city of Athens (Greece) 1894
Games: four years. rs. It is a
common mistake to refer to
hosted the first Olympic The modern Olympic Movement was
conceived by baron Pierre de Coubertin,
the Games as Olympiads
mpiads and, The Internaatio
t nal Olymp
Games of the modern era. founded on June 23, 189 ic Committee (IOC),
on whose initiative the International Athletic
Congress of Paris was held.
therefore, it is veryy important goal is to contribute to
4, adopted Olympism.
building a peacefull and
Itts

to clarify that Olympiad

mpiad refers
better world by educat n
ing youth throug gh sp
sporortt
practiced without discrim
ination of any y kin
kiin
k nd
d and
to a time period d and the the Olympic spirit, wh n in n

1914
ich requireess mut
u ual
understanding with a
spirit of frie
en
end
ndsh
dshi
ds hip, sollid
ida
Olympic Games refers
efers to the and fair pla arit
rity
ay.
y

The Olympic flag introduced by Pierre de sports event itself.

Coubertin was approved at the Paris Congress.

1900 1904 1908 1912 1916 1920 1924 1928 1984 1988 1992 1996 2000 2004 2008 2012 2016 2020
Paris St. Louis London Stockholm Berlín Antwerp Paris Amsterdam Los Angeles Seoul Barcelona Atlanta Sidney Athens Beijing London Rio de Janeiro Tokyo

1st
The first edition of the Pan American Games was held
on February 25, 1951. It gathered 2513 athletes from 21
countries that competed in 18 sports.
1955 41
Antigua and Barbuda • Argentina • Aruba • Bahamas • Barbados • Belize • Bermuda • Bolivia • Brazil •
Canada • Chile • Colombia • Costa Rica • Cuba • Dominica • Ecuador • El Salvador • United States of
América • Granada • Guatemala • Guyana • Haiti • Honduras • Caiman Islands • British Virgin Islands
US Virgin Islands • Jamaica • Mexico • Nicaragua • Panama • Paraguay • Peru • Puerto Rico • Domini -
Panam Sports can Republic • Saint Kitts and Nevis • Saint Vincent and the Grenadines • Saint Lucia • Surinam •
Organization was MEMBER STATES Trinidad and Tobago • Uruguay • Venezuela

EDITIONS OF THE PAN AMERICAN GAMES established

1951 1955 1959 1963 1967 1971 1975 1979 1983

Buenos City of Chicago São Paulo Winnipeg Cali City of San Juan Caracas
1987 1991 1995 1999 2003 2007 2011
Indianapolis Havana Mar de Winnipeg Santo Río de
2015
Guadalajara Toronto 2019
Lima
Aires Mexico Mexico Plata Domingo Janeiro

12 Volunteer General Training Manual 13


1.1
Olympic
Movement
THE MODERN OLYMPIC GAMES
WERE INSPIRED BY THE FIRST
OLYMPIC GAMES THAT WERE
CELEBRATED IN 776 BC AT A
SANCTUARY IN THE CITY OF
OLYMPIA IN ANCIENT GREECE.
They were celebrated every four years in
honor of Zeus, one of their most important
gods. The Games were outlawed in 394 BC by
Roman decree.
14
To participate in the Games, athletes had to
comply with certain requirements: be Greek,
male and “free.” Women, slaves, criminals
and foreigners could not compete (women
could not even attend as spectators). Just
as the Olympic Games honoring Zeus were
a male-only event, the Heraean Games
(sports competitions in honor of Hera, Zeus’s
wife) were exclusively for women. However,
these Games were never given the same
importance as the Olympic Games.
It is interesting to note that the physical
activity carried out in preparation for and
during the Games served the Greeks as
training for war. Likewise, the Olympic Games
gathered people from different city-states
(polis) and were so successful that they
managed to attract an average of 40,000
spectators. It became such an important
event that all war activities ceased (Olympic
truce), and the city of Olympia was declared
inviolable, so that athletes and spectators
could travel within the Greek territory and
arrive in Olympia without putting their lives
at risk.
The modern Olympic movement was
created by Baron Pierre de Coubertin, on
whose initiative the International Athletic
Congress of Paris was held in June 1894.
The International Olympic Committee (IOC),
that adopted the philosophy of Olympism,
was founded on June 23. Years later, in 1896,
the city of Athens (Greece) hosted the first
Olympic Games of the modern era. A total of
240 athletes from 14 countries participated
in athletics, fencing, wrestling, gymnastics,
weightlifting, cycling, swimming and tennis
events. In 1914, the Olympic flag presented by
Pierre de Coubertin was adopted at the Paris
Congress.
THE OLYMPIC
MOVEMENT
is one of the world’s largest
associations.
It consists of all institutions, organizations
and people that accept the Olympic Charter
and recognize the supreme authority of
the International Olympic Committee (IOC).
Its goal is to contribute to building a better
Volunteer General Training Manual
and more peaceful world by educating
youth through sport practiced without
discrimination of any kind and in the Olympic
spirit, which requires mutual understanding,
spirit of friendship, solidarity and fair play.
The organizations committed to the Olympic
Movement are: the IOC, International
Federations (IF), National Olympic
Committees (NOCs) and the Organizing
Committees for the Olympic Games (OCOG).
SYMBOL OF THE OLYMPIC GAMES
As part of the Olympic Movement, the
Pan American Games are represented
by the Olympic flag that has a white
background with five interlaced rings
in the center arranged in two rows: the
three upper rings are blue, black and red,
from left to right, and the two bottom
rings are yellow and green.
The Olympic symbol represents the
union of the five continents (Africa,
America, Asia, Europe and Oceania) and
the meeting of athletes from around
the world at the Olympic Games. It is a
mistake to say that each of the colors
represents a specific continent.
15
 1.2.1 PANAM SPORTS ORGANIZATION
The Panam Sports Organization (previously
known as Pan American Sports Organization
or PASO) was founded in 1955 and it is
recognized by the IOC as the Continental
Association of the National Olympic
Committees of the Americas. Additionally, it
is one of the five continental organizations
that are part of the Association of National
Olympic Committees.
Also, it is responsible for the celebration of
the Pan American Games every four years.

Panam Sports works closely with all

THE MISSION OF
PANAM SPORTS
is to strengthen the bonds of unity
and friendship among the people
of the Americas and to fuel the
development of sport in the continent.
members of the sports community: NOCs,
IFs, Pan American Sports Confederations,
athletes and the organizing committees of
all Regional Games, with the aim of ensuring
the successful delivery of the Pan American
Games. Its current president is Neven Ilic,
and it has three offices in the region. Its
headquarters are located in Mexico City. The
official languages of the organization are
English and Spanish.

1.2
The Pan American
Games
THEY ARE THE CONTINENTAL The first edition of the Games took place on
February 25, 1951 in Buenos Aires, Argentina.
VERSION OF THE OLYMPIC However, its origin dates back to 1932 at the
GAMES AND ARE CELEBRATED Los Angeles Olympic Games in the United
States. Inspired by the first Central American
EVERY FOUR YEARS IN OUR Games (six years prior), the Latin American
CONTINENT, ONE YEAR BEFORE representatives of the IOC proposed the
THE OLYMPIC GAMES. THEY creation of one competition that would
gather all the countries of the Americas, with
INCLUDE MOST OF THE SPORTS the aim of boosting sports in our continent.
OF THE OLYMPIC PROGRAM.

16 Volunteer General Training Manual 17

 day of the opening ceremony of the London classification system.
Olympic Games.
The first Parapan American Games
Four years later, Dutch Para athletes
were in 1967 and 10 editions were
participated in the Stoke Mandeville Games.
carried out. As of 1977, the Americas
Then, other groups of people with an
Paralympic Committee organizes
impairment organized their own federations
the Games with the support of the
and specific competitions. This movement led
International Paralympic Committee.
to the Paralympic Games, that quickly became
an important international competition. SO FAR, FIVE EDITIONS
HAVE TAKEN PLACE.
At the Parapan American Games, athletes
with different impairments (physical,
visual and intellectual) compete. A specific
classification system was developed to
guarantee equality among the competitors
and to make sure victories are based on
their performance level (like in the Olympic
Games).

1.3 The classification can include medical

(clinical check-ups), functional (physical
examinations) or sports (performance note)

The Parapan
parameters. Each sport establishes its own

American
Games
While Guttmann treated war veterans with
LUDWIG GUTTMANN CREATED an impairment, he realized that sports helped
THE PARALYMPIC MOVEMENT. patients rebuild physical strength, resistance
HE WAS A NEUROSURGEON and self-esteem.
THAT ESCAPED FROM GERMANY The first competition for athletes with an
DURING WORLD WAR II AND impairment was organized by Guttmann
SETTLED IN ENGLAND. and held in 1948 at the Stoke Mandeville
rehabilitation center in England, on the same

18 Volunteer General Training Manual 19

THE PARAPAN AMERICAN GAMES
Ludwig Guttmann
created the Paralympic Movement
He was a German surgeon. He
1948
Dr. Guttmann organized the
International Paralympic
Committee (IPC)
discovered that sports helped his first competition for athletes
with an impairmentat the Stoke It is the international governing body of sports for
patients regain physical strength, athletes with an impairment. Its role is to supervise and
resistance and self-esteem. Mandeville rehabilitation center,
in England. coordinate the Summer and Winter Paralympic Games,
as well as other competitions for athletes with an
This movement led to the impairment.
Paralympic Games, that
quickly became an important
international competition.

1960
First Paralympic
1997 The Americas Paralympic Committee
(APC), that represents IPC in the
Americas, was established. The APC’s
Games. Rome. role is to coordinate, promote and
organize Paralympic events in this
continent, in accordance with IPC manual
guidelines.

1967
Athletes with different
impairments (physical, visual
and intellectual) compete.
The first Parapan American
Games were held in
Winnipeg, Canada.
Paralympic Games

1989
Symbol
Paralympic Games Flag
The International Paralympic
Committee (IPC) is the
international governing It is composed of three boomerang-like figures
(called Agitos) that represent the movement. The

1997
body of sports for athletes
with an impairment. Agitos are red, blue and green and they encircle a
central point on a white background.

Americas Paralympic The fundamental idea is to depict that the IPC’s

Committee (APC) was established. main objective is to support athletes with an
PARAPAN AMERICAN impairment around the world and provide the
conditions for them to compete.
GAMES ORGANIZED BY
THE APC:
1999 2003 2007 2011 2015 2019 The primary mission of
the IPC is to help athletes
City of Mexico Mar del Plata Rio de Janeiro Guadalajara Toronto Lima

33
with impairment achieve
Argentina • Aruba • Barbados • Bermuda • Brazil • Canada • Chile • Colombia • Costa Rica •
sports excellence, inspire
Cuba • Dominican Republic • Ecuador • El Salvador • Guatemala • Haiti • Honduras •
Jamaica • Mexico • Nicaragua • Panama • Peru • Puerto Rico • Surinam • Trinidad and and motivate the world.
PARTICIPATING COUNTRIES Tobago • Uruguay • United States of America • Venezuela • US Virgin Islands

20 Volunteer General Training Manual 21

 FRIENDSHIP: It relates to respect
and emotional ties. Olympism defines sport
as a form of understanding and respect
among people, teams and countries. The
main purpose is to build a better and more
peaceful world through collaboration,
solidarity, team spirit, joy and optimism in
sport. Friendship as a value of Olympism
fosters respect and contributes to forming
ties with others, beyond any differences.
Athletes, for example, express this value by
strengthening ties with their teammates and
competitors.
1.4
The Games and
their Values
THE VALUES PROMOTED BY LIMA 2019 ARE
BASED ON THREE ESSENTIAL VALUES THAT
SUPPORT AND STRENGTHEN THE VISION OF
THE OLYMPIC MOVEMENT. WE ALSO INCLUDE
THE PARALYMPIC MOVEMENT VALUES AND
OTHER OVERLAPPING ELEMENTS IN THE
VALUES OF THESE MOVEMENTS.
Acting with excellence and treating people kindly reflects a
positive, active and dynamic image.
22
RESPECT: It includes self-
respect and respect for others, and
extends to respect for diversity and
differences, the rules of sport and
the environment. Regarding sports,
respect is closely linked to fair play, a
healthy lifestyle and the willpower to
avoid anything that is at odds with the
ethical principles. Honesty, compliance
with the rules, respect for others and
their differences (gender, nationality,
religion, culture, lifestyle) represent
this fundamental ethical principle of
Olympism.
COURAGE:
to succeed despite their limitations. It is necessary to
better oneself and achieve the unexpected.
EXCELLENCE: It refers to the ability to
make positive and healthy decisions, and men’s
and women’s efforts to try to be and do the best
they can in everything they set their minds to.
Excellence means to give your best, not only in
sports, but also in every aspect of life. Excellence is
not only winning, it is also participating and moving
towards the personal and collective goals we set
for ourselves.
EQUALITY: In general, sports are a
means of reaching vulnerable groups such as
children, teenagers and young people living
in poverty. Sports can also help break down
gender stereotypes by empowering girls
and women, boosting their confidence and
improving their self-esteem and leadership.
Likewise, activities can be promoted that end
sociocultural expectations that limit the spaces
of participation for women. Furthermore,
practicing Paralympic sports helps break social
barriers and end discrimination against people
with an impairment.
INSPIRATION: The stories and
achievements of Paralympic athletes can be
life-changing for others.
DETERMINATION: Value, conviction
or resolve in the way you act. It consists of taking
physical ability to its limits. With determination,
you can move forward.
The willpower that athletes have
23
1.4.1. OVERLAPPING THEMES IN SPORTS
VALUES, OLYMPISM AND PARALYMPISM
SPORTS AND OLYMPISM
Sports are a fundamental right. Playing
sports contributes to personal growth,
not only because of its health benefits, but
also because it comprehensively promotes
education, instills values, and encourages
development and peaceful coexistence
among nations. Also, Olympism proposes
social inclusion and integration as a way of
life. Therefore, sports and Olympism promote
and encourage diversity. They also guarantee
people’s access to a fundamental right for
their development, regardless of their stage
in life, and the formation of more peaceful
and supportive ties between nations.
LIFE SKILLS
The Olympic Movement encourages
excellence. This human quality enables us
to develop skills that foster friendship and
respect, not only in sports activities, but also
in all aspects of life. Values are essential
for people to build healthy relationships
and coexists peacefully with their social
environment. Just like athletes, we all need
to acquire tools such as effort, responsibility,
commitment, among others.
24
HEALTHY LIFESTYLE HABITS
Athletes maintain a healthy lifestyle to reach
their sports-related goals. They eat a healthy
and balanced diet, adopt and put into practice
healthy habits such as getting enough sleep,
doing physical and recreational activities and
getting regular medical check-ups. Sports
give us this message: maintain a healthy life
to achieve your goals and avoid risks related
to diet, respect of one’s and other’s bodies,
drug use, among others.
PEACEFUL COEXISTENCE AND PEACE
Sports enables us to learn skills and values
to form healthy ties, prevent interpersonal
conflicts and maintain peaceful relationships
with our rivals. Furthermore, it releases
tension and fosters constructive dialogue.
The values and messages that sports instill
are associated with tolerance and respect for
others, their culture, race, religion, etc. These
messages promote practices aimed towards
peaceful coexistence.
NATIONAL IDENTITY
Sports encourages integration, a sense
of belonging and national identity. It is a
powerful tool that brings athletes, technical
personnel and spectators together (for
the latter, the greater sense of belonging
and national identity is evident). Sports and
sports competitions instill values such as
solidarity, collaboration, respect for culture
and inclusion, teamwork, among others. For
example, as a result of the Peruvian football
team participating in the 2018 World Cup in
Russia (after a 36-year absence), Peruvians
did not only support and cheer on the team,
they also showed a noticeable sense of
belonging, made clear in the appreciation for
their national identity and the unity among
fellow citizens.
CITIZENSHIP
Every member of a country, region or district
is guaranteed rights by the State, but they
also assume responsibilities or duties. Civic
responsibilities must be exercised responsibly
and, to do so, certain values such as respect
for others, solidarity, and collaboration must
be strengthened, while inclusion and respect
for all aspects of diversity must be promoted.
It also requires participating critically and
constructively in the development of the
community and care of the environment.
Sports activities and events are opportunities
to encourage, instill and strengthen these
values that are essential to shape responsible
and critical citizens.
Volunteer General Training Manual 25
 THE LIMA 2019 PAN AMERICAN
AND PARAPAN AMERICAN
GAMES

26 Volunteer General Training Manual 27


2.1
The Lima 2019
Games
FOR THE FIRST TIME, LIMA
WAS CHOSEN TO HOST THE
PAN AMERICAN AND PARAPAN
AMERICAN GAMES, ONE OF
THE MOST IMPORTANT SPORTS
EVENTS IN THE WORLD.
Our city was chosen to host the Lima 2019
Pan American and Parapan American Games
after receiving 31 votes at the 51st Panam
Sports General Assembly held in 2013. Lima
28
In this way, Lima demonstrated that it had
prepared itself to be the best option by
investing in sports and in the city, in order
to receive all athletes and guests, and
experience with them the largest sports
event in the Americas.
Renzo Cárdenas, U-14 taekwondo Pan
American champion, gave a touching speech:
“Four years ago, in Guadalajara, we
promised everyone Peru would continue
to host sports events. We kept our
promise. We have built infrastructure.
Four years ago, we promised we would
win and now we’re ready. I’ll be 20
in 2019 and, that year, I can be a Pan
American champion in my country.
BELIEVE IN US,
WE WON’T LET YOU
DOWN.”
triumphed over Santiago (Chile), La Punta
(Argentina) and Ciudad Bolívar (Venezuela).
The Peruvian Government, the Municipality of
Lima, the Peruvian Olympic Committee and
the Peruvian Institute of Sports accepted the
challenge and were in charge of preparing and
submitting Lima’s application. The Peruvian
delegation presented our cultural
diversity, cuisine, history, music,
joy and traditional celebrations
under the motto “Lima is passion.”
Volunteer General Training Manual
2.1.1 THE LIMA 2019 PAN AMERICAN AND
PARAPAN AMERICAN GAMES ORGANIZING
COMMITTEE (COPAL)
In October 2013, a Responsibilities and
Obligations Agreement for the organization
of the Lima 2019 Pan American and Parapan
American Games was signed between the
Pan American Sports Organization (ODEPA—
currently Panam Sports) and the Peruvian
Olympic Committee (COP). The Metropolitan
Municipality of Lima, represented by its
mayor, also signed this agreement.
The agreement defines the conditions
for preparing and developing the Games.
Furthermore, it established setting up an
Organizing Committee for the Lima 2019
Games (Copal) that would plan, organize
and execute Games-related activities. The
Committee was created in February 2015.
At first, it was affiliated to the Ministry
of Education but, in 2017, it became
affiliated to the Ministry of Transport and
Communications.
29
Copal comprises the members of the following institutions:

2
representatives
of the Ministry of
Transport and
1 Communications,
one of whom is
2
representative of representatives of
the National the chair the Metropolitan
Paralympic Municipality of
Association of Lima
Peru (ANPP)

1
1 representative of
IOC the Regional
representative Government of
Callao

1
representative of
the Ministry of
Housing,
COPAL The President of
the Peruvian
Olympic
Construction and Committee
Sanitation

1 1
representative of representative of
the Ministry of the Peruvian
Education Olympic
Committee

1 1
representative of representative of
the Ministry of the Peruvian
Economy and Institute of Sports
Finance

The personnel of the Special Project for the agreements and responsibilities established for
Preparation and Development of the Lima 2019 its organization.
Pan American and Parapan American Games
has taken over the Copal–Peru Technical
Secretariat. The Lima 2019 Pan American and
Parapan American Games were
Copal was responsible for preparing and declared of
approving the Games Master Plan, as well as NATIONAL INTEREST IN
managing and coordinating the necessary
actions for the development of the Games with 2015.
Executive Branch agencies and various levels
of government, and complying with all the

30 Volunteer General Training Manual 31

2.2
The Lima 2019
Emblems
THE CITY OF LIMA IS IN landscapes, architecture, clothing, music and
poetry.
CONSTANT TRANSFORMATION.
ITS PEOPLE’S JOY, ENERGY
AND DRIVE TO IMPROVE AND AT THE VOLUNTEER
CONTINUE GROWING DEFINES PROGRAM’S ONLINE
ITS IDENTITY. SCHOOL, you can learn how the
graphic elements that constitute Lima
The Pan American and Parapan American 2019’s visual identity were created.
Games emblems are inspired by Lima’s
culture and history. The references come
from different sources, such as its wonderful

32 Volunteer General Training Manual 33

LET US LEARN ABOUT THE MEANING OF THE LIMA 2019 PAN AMERICAN
AND PARAPAN AMERICAN GAMES LOGO:

Pan American Parapan American

MEETING POINT ATHLETES
Since pre-Hispanic times, Lima has Three athletes that represent the

Emblem Emblem
been a meeting point between three Americas celebrating their
cultures. achievements.
It will fulfill this role once more
during the Pan American Games.
AMANCAES FLOWER
ATHLETES Consistent with the Pan
Silhouettes of three athletes American emblem, the
representing the three Americas. Amancaes flower is also
present here but from a
side view.

AGITOS
The Paralympic Symbol
(three Agitos) consists of
three elements in red, blue
and green—the three colors
that are most widely
represented in national
flags around the world.
For more information visit:
www.paralympic.org
AMANCAES FLOWER
Symbol of life in a harsh
environment.
HUACAS
The trapezoidal “heads” of athletes
represent Lima’s huacas.

34 Volunteer General Training Manual 35

MILCO THE GAMES MASCOT
MILCO IS A SYMBOL OF OUR
CULTURE. HE REPRESENTS THE
EVENT’S MESSAGE, AND THE
VALUES OF SPORTS AND OF THE
PAN AMERICAN AND PARAPAN
AMERICAN GAMES.
36
Inspired by the
cuchimilcos
(figurines from
pre-Incan cultures
located in Lima,
Chancay and
Chincha.)
MILCO WAS CREATED
BY GRAPHIC DESIGNER
ANDREA MEDRANO. Milco is cheerful,
Her design was chosen through a optimistic
massive vote that united Peru and and, above all, We are proud of
many other countries. The vote welcoming. Lima’s cultural
set a new record when it comes history. Milco
to selecting a mascot: 44,514 represents our
votes, exceeding the votes cast for culture.
Guadalajara 2011 and Toronto 2015.
WE SHARE
THAT FEELING
THAT MAKES
US GIVE OUR
BEST IN EACH
COMPETITION!
Volunteer General Training Manual 37

2.3
The Games’ Legacy
for Peru
THE WHOLE COUNTRY WILL
BENEFIT FROM THE LIMA
2019 GAMES. THEREFORE,
WE WANT TO MAXIMIZE THE
OPPORTUNITIES OFFERED BY
THIS EVENT TO INSPIRE AND
IMPROVE THE QUALITY OF LIFE
OF OUR PEOPLE.
38
Likewise, the Games will generate
opportunities so that more people
engage in sports activities, value the
importance of healthier lifestyles, as
well as the importance of having
ACCESSIBLE, PLEASANT
AND SUSTAINABLE
FACILITIES.
They will also help promote social cohesion
in the education and health of our citizens
with an inclusive approach.
Our goal is for Lima to be the best place to
live and work, and for it to become a more
inclusive and safer city.
We want the Games to serve as
an agent of social and physical
change, and to help modernize
our city, so that they remain
in the hearts and minds of the
people of Lima, today and in the
future.
Volunteer General Training Manual
In addition, the Games are conducive
to creating a sense of belonging and to
raising public awareness. The positive
environmental impact generated by the
Games will contribute to improving security,
accessibility, ecology and inclusion in Lima.
All venue and transportation plans required
to conduct the Games must be integrated in
a long-term general plan.
The Games will boost tourism, the hotel
industry, sports and well-being, among other
activities. In this regard, the new infrastructure
projects will boost employment and will help
develop the image and profile of the city as
the business center of the region.
Similarly, since it will become the center of
attention, it will be a chance to attract new
foreign investments.
39
 2.3.1 WHY IS IT IMPORTANT TO PROMOTE Agenda was approved. This Agenda commits

Lima 2019
THE IMPLEMENTATION OF THE 2030
AGENDA DURING THE LIMA 2019 PAN
AMERICAN AND PARAPAN AMERICAN
GAMES?
In September 2015, a total of 193 Member
the Member States to promoting actions in
favor of the 17 Sustainable Development
Goals (SDG) established in said document.
The goals focus on ending poverty, protecting
the planet and ensuring prosperity for
everyone while, at the same time, promoting

Legacy
States of the United Nations, including Peru, economic growth and addressing a series of
gathered at the Sustainable Development social needs such as education, health, social
Summit. In this historical meeting, the 2030 protection and job opportunities.

SUSTAINABLE
DEVELOPMENT
SPORTS NO ZERO GOOD HEALTH AND QUALITY GENDER CLEAN WATER
Sustained increase in the POVERTY HUNGER WELL-BEING EDUCATION EQUALITY AND SANITATION
number of citizens that
actively practice and
encourage sports and its
values, as well as profes-
sionals and industries SOCIAL AFFORDABLE AND DECENT WORK INDUSTRY, REDUCED SUSTAINABLE RESPONSIBLE
related to this field. Promotion of a sports CLEAN ENERGY AND ECONOMIC INNOVATION AND INEQUALITIES CITIES AND CONSUMPTION AND
and volunteering culture GROWTH INFRASTRUCTURE COMMUNITIES PRODUCTION
aimed at encouraging an
inclusive policy and
increasing environmental
URBAN awareness in the country.
DEVELOPMENT CLIMATE LIFE LIFE PEACE, JUSTICE PARTNERSHIPS
ACTION BELOW WATER ON LAND AND STRONG FOR THE
INSTITUTIONS GOALS
Expanding the bus SUSTAINABLE
DEVELOPMENT
network, adding more
bicycle lanes and improv-
ing roads and sidewalks in
the districts linked to the
ECONOMY
Games Investment in the
organization of the Games,
as it relates to job creation,
revaluation of urban spaces
and increase of the country’s
economic activity.

40 Volunteer General Training Manual 41

2.3.1.1 LIMA 2019 AND ITS COMMITMENT
WITH SUSTAINABLE DEVELOPMENT

The Lima 2019 Pan American and Parapan
American Games promote spaces so that
the Government, civil society and private
companies carry out actions to meet the
17 SDGs of the 2030 Agenda, which will be
reflected through the legacy of the Games.
We want to generate a commitment with
sustainable development during the Games
and long after.
LIMA 2019 PLANS TO
TRAIN 40,000 CITIZENS
and to promote Games values, such
as friendship, respect, excellence,
determination, inspiration, courage and
equality. These relate to the pillars of
volunteering, which are engagement,
hospitality and teamwork.

Lima 2019’s social legacy is one of the most

important aspects the Games will leave
behind. It is directed towards strengthening
civil values and promoting sports and
volunteering culture in Peru.
Such efforts will have a positive impact on
the actions developed to meet the SDGs and,
at the same time, will also increase the value
of the volunteer’s role by creating better
opportunities for the next generations. This
way, no one will be left behind.

i ra t i o n
insp
CT
RESPE

rk

TION n
I N A
a t i o
P
M
i p
o

ETER

H I partic
D
w

IE N D S
m

FR
tea

e
couraaglity
I T Y
excelle

EQ UA L hospit
e nc

42 Volunteer General Training Manual 43

 A TOTAL OF 6680 ATHLETES FROM 41 NATIONAL OLYMPIC COMMITTEES
WILL COMPETE IN 39 SPORTS AND 62 DISCIPLINES: 23 SPORTS ARE
QUALIFIERS FOR THE TOKYO 2020 OLYMPIC GAMES. LIKEWISE, 2311
TECHNICAL OFFICIALS WILL PARTICIPATE IN THE GAMES. THE SPORTS
ARE THE FOLLOWING:

AT THE VOLUNTEER Swimming Baseball Equestrian Field hockey Rowing Archery

PROGRAM’S ONLINE sports

SCHOOL
you will find more information about
the sports and disciplines of the Lima
2019 Games.

2.4
Jumping Bowling Fencing Judo Rugby 7 Sailing

Sports at
the Lima 2019
Artistic Boxing Water ski Karate Softball Volleyball
swimming

Pan American
Water polo Canoe sprint Bodybuilding Weightlifting Squash Beach volleyball

Games
Open water Canoe slalom Football Wrestling Surfing Triathlon
swimming

Athletics Track cycling Artistic Speed Taekwondo Modern

gymnastics skating pentathlon

44 Volunteer General Training Manual

Tennis
45
Skateboarding
Bádminton BMX cycling Rhythmic Artistic skating
gymnastics
 Jumping Bowling Fencing Judo Rugby 7 Sailing Open water Canoe slalom Football Wrestling Surfing Triathlon
swimming

Artistic Boxing Water ski Karate Softball Volleyball Athletics Track cycling Artistic Speed Taekwondo Modern
swimming gymnastics skating pentathlon

Water polo Canoe sprint Bodybuilding Weightlifting Squash Beach volleyball Bádminton BMX cycling Rhythmic Artistic skating Tennis Skateboarding
gymnastics

Open water Canoe slalom Football Wrestling Surfing Triathlon Basketball Road cycling Trampoline Basque pelota Table tennis Handball
swimming gymnastics

Athletics Track cycling Artistic Speed Taekwondo Modern Mountain bike Golf Racquetball Shooting Freestyle
gymnastics skating pentathlon cycling

Bádminton BMX cycling Rhythmic Artistic skating Tennis Skateboarding

gymnastics

Basketball Road cycling Trampoline Basque pelota Table tennis Handball

gymnastics

Mountain bike Golf Racquetball Shooting Freestyle

cycling

46 Volunteer General Training Manual 47

 A TOTAL OF 1890 ATHLETES FROM 33 NATIONAL PARALYMPIC
COMMITTEES WILL COMPETE IN 18 DISCIPLINES OF 17 PARA SPORTS:
15 PARA SPORTS ARE QUALIFIERS FOR THE TOKYO 2020 PARALYMPIC
GAMES. LIKEWISE, 763 TECHNICAL OFFICIALS WILL PARTICIPATE IN
THE GAMES. THE SPORTS ARE THE FOLLOWING:

AT THE VOLUNTEER
PROGRAM’S VIRTUAL Para athletics Boccia Football Judo Wheelchair Para table

SCHOOL 5-a-side rugby tennis

you will find more information about

the sports and disciplines of the Lima
2019 Games.

2.5
Para Para cycling Football Para powerlifting Para taekwondo Shooting
badminton track 7-a-side Para sport

Sports at
the Lima
Wheelchair Para cycling Goalball Para swimming Wheelchair Sitting
basketball road tennis volleyball

2019 Parapan
American
Games
48 Volunteer General Training Manual 49
 2.6.1 LIMA 2019 WORKFORCE:

Lima 2019’s workforce will consist of 12,000 during the Pan American Games and 7000 during
the Parapan American Games, including volunteers, Games Organizing Committee personnel
and subcontractors. The Lima 2019 Games Organizing Committee is in charge of the volunteers.
The training program will prepare volunteers to understand and perform their roles according
to Games and team values.

2.6.2 FUNCTIONAL AREAS TEAM: 2.6.3 FACILITIES TEAM:

Volunteers in this team will perform their
roles alongside other functional area
members. For example, if you belong to the
spectator services team, some activities
will be related to directing spectators to the
competition venues. The team may comprise
a group of people who will perform the same
roles or a group of specialists who will work
This team is responsible for making sure
that all the events scheduled in a particular
location are carried out, whether or not
they are competition-related. It is composed
of various functional groups: sports,
transportation, spectator services, catering
services and security. The Facility Manager
(FM), with the help of the team members,

2.6
towards a common goal in a collaborative
manner. Volunteers will learn about their
tasks and how to accurately carry them
out during the specific training or in-venue
will facilitate the proper execution of tasks
without any setbacks. During the training
stage at the venue, volunteers will be in
contact with their team and will learn to work

The Games
training. together.

Team
WE ARE A SINGLE TEAM THAT WORKS TOWARDS THE SUCCESS OF
THE LIMA 2019 PAN AMERICAN AND PARAPAN AMERICAN GAMES. WE
ALL CONTRIBUTE BY ENCOURAGING, COOPERATING AND WORKING
HARD TO ACHIEVE THIS OBJECTIVE. WE WILL ORGANIZE OURSELVES
TO PRODUCE HIGH-QUALITY WORK IN A HEALTHY AND POSITIVE
ENVIRONMENT. LET US LEARN MORE ABOUT THIS TEAM.

50 Volunteer General Training Manual 51

 A 2. San Marcos
VENUE
Stadium
SPORTS
Sa
Sa
an
n Marcco
os Stta
ad
diiu
um
um F
Foo
oo
otb
tb
baalll ((W
W)
Fo
Foottb
ba
ball
ll (M
(M)
FFootball
ootball (W)
( W)
lage
nal Sports Vil 3. Cost
1. Callao Regio PARA SPORTS
a Verde S
a n Migu
VENUE
SPORTS
ll
ball
ba
VENUE el
oalb
oa
Go
ng
n
xiin g San Mig SPORT
um
eum Box
Bo ng
n g iguel S
Co ise
olise
Col ecco
Grrre o--R
o Rooma
om ann wrresstlin circuit Road c PARA S
igu
Mig ue Grra
ell G u
au l
lin
lin g yclliing PORTS
estyty
yle
le w res
e t
st ekwond
on o
do BMX ciirr
Free
F gi ara tta
Par
Pa ek
ae
a cuit Para cy
do
d o-K yo
y
Ky ug
orru Beach V BMX c cl
li
ing road
Tae
Ta ekw
ek wond ole
Cal
a
Ca l a
ao
la o p
Spor
o t
rts
o do
d
nd o - Po
P o
ooomsasae
ey allll
bal
yb Stta
adiu ll Bea yclliin
leyball ing
en
Ce
C ter
ntte Tae
Ta e w
kw tiing volllley
Sitttin
S ium ch vole
leyballll
eyb
ey
lle
ollle baal
al l ( W ) Skatiin
ng ttrr
Vol
Vo
eyb
ley ba M)
alll ((M
a San Mig ack Sp e
Vo
V olle
ol uel ed skatin
ballll track
tr Skateb ing
a
ba l
ll
l Ra
ac
Ra c qu
q uettb oa ing
Ra
R acqu
ac uettb
ue Freesty rdin
cou
co rts
ourts
rt le cyclining

2.7
Sports
B rdo Dibó s Colise
um
5. Edua SPORT
S
VENUE balll (W)
Basket llll (M)
4. National Sp o Dibós

Competition
tb a
orts Village – Eduard Baske ll 3x3
VIDENA Coliliseum tball
Basketb
VENUE
SPORTS
Ath
At hlelet PARA SPORTS
ettic
ics
cs St
cs Sta
ta
ad dium
mA Atth
Aq
A qu
q uata ic Ce ennttte
n er Sw
er
thlle
Swimming
etic
ettics
ics
cs
Pa
a ra ath hlle
h eticss 6. Army Equestrian School
ng Pa
P
Diiv
D vin arra sw
a swimimmin ng
ng g VENUE SPORTS
Arrti
A rttist
ssttic
ic ssww im m
Ve
Vellod drom me in
ng
g

Guide
Trra
T ack k cycy
yccllin
liiin
ng
n g Arm
Arm
rmy Eqque
qu
uesst
str
ttrria
ian
an
an Equ
Eq
Eq
qu
uest
estria
estria
riia
an – JJu
ump
mp
mpiping
g
Sp
Sppoortrrts
ttss C
Ceent
nteer 1 Ha Pa
P arra ccy
yccl
y
an ndb ba
b allll (W clin
lin ng ttrraccck
ng k Scch
Sch
S cho
oo
ool
ol
ol Equ
Eq
que
q est
strria
st ia
ian – Dress
Drre
D ess
ess
ssage
age
ag e
(W) Wh heel
Haan
a nddb ballll ((M elccha
haiir Eq
Eq
Equ
qu
ues
estrria
est riia
an – EEv
veentin
ent ing
ng
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M) ba
baske
as
Ju
ud
u d
do o ket
etbbaa
alll
Sp
Sppoorts
or tss Ce
Centntte
er 2 S Sqqua
qu assh h 7. Parque Kennedy
Ju
ud
u do
Sp
Spo
p orts
rts C Ceent
enntte
er 3 Ba Pa
P a
arra ppo VENUE SPORTS
Bad
admin into owerl
ow rlilliifti
ftin
ft
ttiin
ng
g
on n Pa
P
Ta
T ab
abblle arra ba
a ba
add
dmm iin
nton
nt on
e te
teenn
nnniiss
ni Parque
Pa
Par ue
e Ke
Ken
nne
nn
nedy
n dy At
Ath
Ath
thlet
le
etics
et icccss – Rac
Race w
Ra walk
alk
al
lk
lk
A tis
Ar P
Paara tab
abl
ble te en nniss
nn
Bo
owlin
ow iist
sstticc sk katin
ka ting Ath
At
Ath
thle
le
let
ettiics
icccss – Mar
Ma a
Ma attho
ath on
n
lliin
ng Cen entte
ter
er B Bo
owwlin lin
ng
ng

52 Volunteer General Training Manual 53

 D
t r
F
s Cente
rts
lvador Sport
13 illla El Salv
3. Vil OR
O RTS
TS
RT
RA SPO
ARA P
PA
POR
SP RTS
TS
VENUE
U
lch
ellc ug
air rug
ai
ha by
gb
ee
ssttiicc gy mn
ym naa tiiccs
asstic Wh he
21. Lima Conv
Viiillla
V Ell
la E Arrttist
yth hmiicc g
hm ymna
gy assttic
a s
tiics
c ention Center
vador
allva or Rhy
Rh cs
cs
tics
Sa a ne gym
polilin mnasssttic VENUE
porrtttss
po Trampo
Tr o
Bo
B a
ia
occccia
Sp
S e - K
Kuum te
te
ite SPORTS
t
te
9. Morro Sola Ce ente
en er
er Kara
Ka raat Fe
Fen
ncin
ciing h
ha
alll
a ll
r - Chorrillos Karra
Ka atte e-K at
Ka ta
ta
Fe
encin
encciin
ng

C 4. Lima Golf C
lub
VENUE
Mo
orrrro
SPORTS 14 ARA S
AR
PA PO
SP RT
OR S
TS
o So
So
ollar
ar ccir
ciir
ircccu
u
uiit TS
Mou
o n SPORT
PO
nttaiin
n biik
ke UE
NUE
VENU
10. Chorrillos ollf
Military Scho lub
ub
Clu
ma Golllff Cl
Go
Go
ol Lim
Lim
VENUE
Tennis
del Triunfo
SPORTS 1 . Club Lawn
15
8. Villa María
Ch
Chorr
ho rrriillo
llllo
oss Miilililliita RA SPO
AR
PA POR RTS
RT S
tar
arry
y Sch
ch ho
oooll ORT
PO
SP
S S
TS
Maarris
issccal
isc Mood
der
ern
rn p
al Cá peentta UE aiirr t nniiss
Sports Center
ácce
á eres Collis lilise
eum
eu tatth
hllo
hl on
on NUE
EN
VE hee
Whe lch
ellcha en
Wei
eggh
htllif iifftin
in
ng is
niis
nn
nn
en
e
Te
T
PARA SPORTS Bo
Bo
od
dy
ybbu
bui Cllu Ten
wn Te
ub Law nis
ni
nn
SPORTS uiliild
lld din
ing Cl
VENUE 5-a
ll 5- ide
de
a-ssid 11. Agua Dulce
Hocke
Ho ey M/ W) Fo
y ((M
b
alll
ba
ba
Footb
al
all
ll 7 a
-a
7- -ssi
si e
de
d Beach
occkey
ke y fi
fie d
elld 7 (HH / M) F Foo
oo
o t
tb
Ho
H Ru
R by
ub
u y--7 VENUE
s
16. Punta Roca
Ru gb
ug
u by
gb Fiie
y Fi d
elld
el ery
her
A rche
Arrc SPORTS
ll
all Ag
Agua Dul
ulc
Ba
B aseb ba lce Bea
eacch SPORTS
ase
as ba
ba
eb ll fie
alll eld
el (M)
ll (M Trriia
T atth
thlo
lon
n
Ba
B tb
ba
tb
Soffftb
So all VENUE g
So
So ballll fi
tba
offtb elld
e
fie W)
ll ((W
all urrfi
u
Su
S ng
n
fin
Sof
So tb
oftbba err
e
ts C
orrtts
po Cente
ent
Wat er p
a er poollo
o Roccass Sp
a Ro
Punta
P
atticc C
a Ceen err
e
ntte
jama
MT A Aqqua
qu ue pe ota
ot
pello
17. Laguna Bu
VM
V Bassq
Ba qu
e lo
ot
lo ta cou
o u rttss
Ba
B ue p
que
assqu
a pe
SPORTS
e VENUE
lmas Air Bas PARA S
PORTS O en wat
pe
p
Op er
atte
Pa swimming ng
12. Las guna
un Bu
na Bu ma
am
a
ujja sw
S ag
La
L
SPORT Wa ki
ki
er ssk
atter

- Lunahuaná
ifle
g – Rifl g
VENUE Shoottiin – Pis Shootisinport
mas Sh
ng
ootin Shootti ing tol
isto
hotggun
Para
18. Río Cañete SPORTS
Las Pallm Shootiting – S
VENUE

E
Range ano
Ca
C oee sl m
om
allo
sla
nahu
un aná
ua me sl
em
e allo
a
slla m
om
ete - L
Cañe
o Ca
Ríío
R Lu Ex
E xttre

aracas
19. Bahía de P SPORTS
VENUE
ng
lin
aiilin
a
Sa
cas
aca
arac o
Mundo - Huach
de P
a de
Bahía
Ba ar
Pa
ra de Medio
20. Albufe SPORTS
VENUE
ow
Ro
R wing
ng
n
o Mu
edio un o
ndo sp
oe sp ntt
n
prrin
lbu
Alb
Al ra d
erra
fe
uffe e Med
de Caanoe
Can

54 Volunteer General Training Manual 55

 COLISEO

2.8
The Games
Venues
THE LIMA 2019 GAMES WILL
RALLY APPROXIMATELY 16,000
GUESTS DAILY, NOT INCLUDING
THE SPECTATORS.
It is important for everyone to be able to move
around safely and without worry. Therefore, a
comprehensive transportation network will be
activated that will connect the competition and
non-competition venues in Lima and outside
of the city. There will also be exclusive or
preferential lanes, and operational measures
and traffic management will be implemented.

56 Volunteer General Training Manual 57

 CLÚSTERS 8 Villa María del Triunfo Sports
Center 20 19
• Hockey field
• Baseball field
• Rugby field
• Softball field
1 Callao Regional Sports • VMT Aquatic Center
• Basque pelota courts
C
Village:
• Miguel Grau Coliseum
9 Morro Solar – Chorrillos
A • Callao Sports Center
• Racquetball courts 10 Chorrillos Military School
JORGE CHÁVEZ
INTERNATIONAL
AIRPORT
• Mariscal Cáceres Coliseum 2
1
2 San Marcos Stadium – Chorillos
• Modern pentathlon circuit EN 4 6
3
3 Costa Verde San Miguel 18
• San Miguel circuit 11 Agua Dulce Beach 7 HISTORIC
• BMX circuit
• Beach Volleyball Stadium 12 Las Palmas Air Base 1 2 CENTER
5
OF LIMA

• Skating track
13 8
• San Miguel track Villa El Salvador
Sports Center 3 15 EN 4 VILLA MARÍA
6
D 12 DEL TRIUNFO
11
4 VIDENA 14 Lima Golf Club 10 21
• Athletics Stadium 7 9 14
15 Lawn Tennis Club
• Aquatic Center 5
B • Sports Center 1
• Sports Center 2 16 Punta Rocas
VA 13
• Sports Center 3 17 Laguna Bujama
14 8
15
• Bowling center
• Velodrome E 18 Río Cañete – Lunahuaná
11 12
Km 89
17 16 VILLA MARÍA
DEL TRIUNFO
19 Bahía de Paracas Km 260
5 Eduardo Dibós Coliseum 10
20 Albufera de Medio Mundo –
9
LINE 1 OF THE
METRO OF LIMA
6 Army Equestrian School Huacho

7 Parque Kennedy (city circuit)

F 21 Lima Convention Center
• Fencing hall VP 13
16
EN National Stadium
17
VP Pan American and 19 18
Parapan American Km 89
Village Km 260

58 Volunteer General Training Manual 59

2.8.1 STRUCTURE OF VENUES:

EACH VENUE’S STRUCTURE

CONSISTS OF THE FOLLOWING
AREAS:
Field of Play (FOP): This area is used
for sports competitions and also has
back-up or supplementary sports
areas. The design and specifications of
each FOP are made according to each
International Federation’s regulations.
Therefore, they vary depending on each
sport. In addition, the FOP’s limits and
the permitted activities carried out are
different for each sport. Entry into the
FOP is restricted to accredited athletes
and personnel; spectators are not
allowed to enter.

Front of House (FOH): All accredited

persons and spectators with an entry
ticket are allowed in the venue’s
common area. Spectator grandstands,
washrooms, the food court, medical
services, spectator information desks,
among others, are part of the FOH.

Back of House (BOH): The venue’s

operations zone is located in this area,
including sports and administrative
offices, the logistics, catering and
broadcast compounds, and parking
spaces. BOH entry is only for accredited
personnel; spectators are not allowed
to enter.

60 Volunteer General Training Manual 61


2.9
General
Characteristics of the
City of Lima
LIMA’S HISTORY CAN BE TRACED
BACK TO WHEN THE SPANISH
FOUNDED IT IN JANUARY 18, 1535.
WE CAN STILL FIND EVIDENCE
OF THIS PERIOD BY TOURING
THE CITY TODAY. ALL WE NEED
TO DO IS PAY ATTENTION.
62
Spanish conqueror Francisco Pizarro
founded the capital of the Viceroyalty of
Peru. He called it “The City of the Kings” and
followed a traditional grid layout. There are
plenty of architectural jewels that prove that,
in Colonial times, Lima was South America’s
most important city in Lima’s historical
center. Lima respects its past and achieves
the perfect harmony between tradition and
contemporary architecture. Just by walking
the streets of Lima you can admire its
churches, archaeological sites and colonial
manors coexisting with modern buildings. In
1991, Lima’s historical center was declared
Cultural Heritage of Humanity and, therefore,
its artistic monuments must be protected.
Lima is also the only South American capital
with access to the ocean. Its beaches are
perfect for surfers, and the gentle breeze
cools you down during bike rides or walks on
its esplanades. You can also paraglide over
the Pacific Ocean.
Peru’s capital is a melting pot of customs
and traditions from all over the country and
also from abroad. Creole, African-Peruvian,
Andean, Amazonian, Chinese and Italian
traditions, and many more, are manifested in
the capital’s cuisine, culture and architecture.
There is a different Lima for everyone:
foodies, shopping fans, souvenir collectors,
Whether in the middle of a park or in front of
modern buildings, suddenly the brown color
of adobe becomes the protagonist. They
are the huacas, religious and administrative
centers, built by ancient Peruvians with
bricks of mud and that, thanks to the region’s
climate, have been preserved to this day.
Some are over 4000 years old, others were
built during the times of the Lima (150-650
AD) and Ichma (1100-1450 AD) civilizations.
Volunteer General Training Manual
adventurers, culture seekers, art lovers and
those who prefer night life. Also, Lima has
been appointed as the Gastronomy Capital of
Latin America due to its high-quality cuisine
and the passion of Peruvian chefs.
2.9.1 CLIMATE
The city’s climate is a combination of an
almost total absence of rain with high levels
of atmospheric humidity and permanent
cloud cover. Peru’s central coast has atypical
microclimates due to the cold-water
Humboldt Current—that originates from
Antarctica—, its proximity to the Andean
mountains and its geographic location. Its
climate is subtropical, cool, desert and humid
at the same time. Weather is warm and
is never extremely hot or extremely cold
that heating is required at home, except for
atypical winters.
In general, summer (December to April) is
sunny. Temperature may exceed 31°C but only
during the “El Niño” phenomenon. In winter
(July to October), the weather is overcast
with light and sporadic drizzles.
Maximum temperature: 26°C / 79°F
Minimum temperature: 15°C / 58°F
63
 VOLUNTEERING AT THE
LIMA 2019 PAN AMERICAN
AND PARAPAN AMERICAN
GAMES

64 Volunteer General Training Manual 65


3.1
What is
Volunteering?
VOLUNTEERING IS DEFINED BY
PERU’S LEGAL FRAMEWORK AS
“NON-PROFIT WORK OR ACTIVITY
CARRIED OUT FREE OF CHARGE
AND WITHOUT CONTRACTUAL
TIES OR RESPONSIBILITIES (...).
UNDER NO CIRCUMSTANCES MAY
IT REPLACE PAID WORK.”
66
“VOLUNTEERISM
STRENGTHENS
CIVIC ENGAGEMENT,
SAFEGUARDS SOCIAL
INCLUSION, DEEPENS
SOLIDARITY AND
SOLIDIFIES OWNERSHIP
OF DEVELOPMENT
RESULTS.
Importantly, volunteering has a ripple
effect. It inspires others and advances
the transformations required for the
SDGs to take root in communities.”
(UN Volunteers)
The volunteer provides services in different
areas of interest to the population, such as
fundraising, health, society, civic, training,
cultural, science, sports, development
cooperation, environment, research, among
others.
A volunteer is a citizen who has chosen
solidarity as a way of life. They have rights that
must be guaranteed by the government but
also responsibilities. Their role is not passive
because their work actively contributes to
implementing Sustainable Development
Goals at a local level.
Volunteer General Training Manual
3.1.1 WHAT IS SPORTS VOLUNTEERING?
It is a set of actions carried out by natural
or legal persons that promote solidarity for
the benefit of sports. They make their time,
abilities or resources available to vulnerable
communities, according to the demands
that arise at each location. Services may be
offered through a group or organization that
serves as a link to the beneficiaries.
Sports volunteers are a cornerstone in
all sporting events. They support the
organization and execution of major sports
events around the world. Through their work,
they promote sports and its disciplines, and
contribute to the sustainable development of
their country.
Sports volunteers, symbol of the spirit of the
Pan American Games, mobilize all citizens
in order to integrate them into these types
of events. Their participation is essential for
economic reasons but also for organizing the
event. Volunteers are a symbol for citizens
who hope to live in a more caring, equal and
engaged world.
67
 These principles will allow us to guide our behavior, integrate and organize ourselves, create a
sense of belonging and, above all, transmit the spirit and image of the Games.

Lima 2019 volunteers must apply the following basic principles, also called the Pillars of
Volunteering:

ENGAGEMENT HOSPITALITY
They feel proud and They are known for
happy to be part of being kind, warm
the Games and to be and friendly, showing
with other volunteers. willingness to help and
Therefore, they are always offering a smile
enthusiastic and, just like and a “thank you for
athletes, are passionate being here” to all guests
about what they do and and fellow Peruvians.

3.2
overcome adversities. They must be ready
Together with their fellow to show our cultural
volunteers, they create a heritage, nature and
sense of belonging to the people with joy, aiming

Lima 2019
Games. to form everlasting
friendship.

Volunteers
LIMA 2019 GAMES VOLUNTEERS
WILL REMEMBER THEIR
PARTICIPATION WITH PRIDE
THROUGHOUT THEIR LIVES.
They will be able to represent their country,
contribute to the Games and, at the same
time, meet a lot of people with the same
enthusiasm and values. They will build lasting
friendships, acquire valuable experiences
and skills and, above all, have the satisfaction
of having been an important part of the
Games. Therefore, they need to get ready
and become passionate about the spirit and
values of the Games, as well as their role as
Lima 2019 volunteers.
3.2.1 VOLUNTEER PRINCIPLES
The Lima 2019 volunteer principles are the
ideals, identity and spirit of the Games.
TEAMWORK
They are convinced that they can contribute to the
success of the Games. It is necessary to promote and
boost the cohesion within the work team. This entails
collaboration, adequate communication and integration,
which will be reflected in the image of Lima 2019, thus
promoting a positive change in our country.

68 Volunteer General Training Manual 69


a. The volunteer and hospitality
To show our hospitality we must take on and
put into practice the following skills:
• Be empathetic, “I understand what you’re
saying.” Empathy is the ability to put
oneself in someone else’s shoes to properly
understand what the other person feels
and make them feel understood.
It is important to connect with people’s
emotions to understand them, but we
should also be able to remain calm and
I understand why you’re upset. We will
solve it right away.
70
EMPATHY
is not necessarily sharing someone’s
feelings, but a willingness towards
others when it comes to their
well-being.
objective in order to help them, without
having their emotions rub off on us. For
example, if a spectator approaches you and
is nervous because they cannot find their
seat, you listen to them and understand
their frustration. To guide them properly,
you need to remain calm without adopting
their nervousness and frustration.
• Warmth, “thanks for being here.” Warmth
Volunteer General Training Manual
To be empathetic you must:
DKnow
D how to listen. Show interest and
HOSPITALITY
pay attention to what the person wants
to communicate.
DKnow
D how to understand messages. Be empathetic
“I UNDERSTAND
If you fully understand a problem or
conflict you will be able to solve it. Listen
carefully to better understand people’s
needs. WHAT YOU
DNot
D guess what people want, wait for
them to verbally and spontaneously
MEAN”
communicate it. Incomprehension will
not allow you to find the solution, it
will only leave those asking for help
unsatisfied. Be polite
about a spectator’s concerns.
“THANK YOU
DCare
D
Acknowledge what they feel, encourage
FOR BEING HERE”
or motivate them. Be empathetic and
aware of their current situation.
DThe
D person making a complaint should
feel that you care and understand
their problem. When a complaint is
acknowledged, the person will feel that
you take them seriously and you may be Be helpful
“HOW MAY
able to find a solution.
helps establish positive relationships with I HELP YOU?”
people. It is more than just smiling or being
nice. If we are warm towards people, we are
telling them in a way that we share their
values and that we’re with them.
71
Warmth opens doors and has an
extraordinary effect. Not only does it
persuade and make an impact, it also creates
a climate of well-being that everyone
will want to experience. Therefore, while
volunteering you must always:
D nice and smile. If you are friendly, your
DBe
service will be valued.
DPay
D attention to tone of voice. Be nice,
kind and calm, but not boring.
DCreate
D a pleasant climate. As Lima 2019
hosts we have the chance to show the
world we are friendly and hospitable.
Therefore, make sure to help athletes,
guests, teammates and the general
public with their demands, giving them
the same importance and dedication.
D respectful and always say thank you.
DBe
D patient when faced with repeated
DBe
demands and show interest in the needs
they express to you. You can say: “How
can I help you?,” “Please tell me how we
could improve?,” “Are you okay?,” “Let me
know if you have any questions.”
One moment, please. I’m
going to find someone
who can help you.
72
Let me know if you have
Warmth is important, but if it is any doubts.
exaggerated it may become stifling.
So, try to keep it balanced in order
for it to have the desired effect on
people, without having the opposite
one. For example, smiling is good,
but laughing boisterously is not
because it can become annoying.
When it comes to warmth, the middle
point is between solemnity and joy;
gentleness and authority; cheerful
and calm. This middle ground will
allow us to establish positive and
respectful relationships with guests.
HUMAN WARMTH
BRINGS OUT THE BEST
IN TEAMS!
• Be helpful, how may I help you? It means Keep the following points in mind to
being attentive to the needs of others and respond properly:
having the initiative and willingness to help DListen
D carefully to what the person tells
them, that is, always showing a cooperative you.
attitude. It is important to be observant DVerbally
D communicate when you have
and alert to find the necessary and precise understood a demand or request.
moment to help someone who needs it, D you are helping another person, apologize,
DIf
even if they do not ask for it directly. ask them to wait for you a moment and
help them as soon as possible.
You may encounter difficult situations while DAlways
D try to help, avoid saying: “I don’t
working, for example, frustrated, angry or know,” rather, say: “I will try to find it out,”
nervous spectators. In these cases, you and then let the guest know when you
must try to face the challenge and make have the answer.
decisions to resolve it in the best way. DNever
D say: “I can’t help you,” instead, say:
“I'm going to get in touch with someone
who can help you” or otherwise explain to
them how they can find the help they need.
DWhen
D possible, accompany the person
Take each situation and challenge as a requesting help to the location where the
new opportunity to serve and not as a problem can be resolved. If you cannot
problem. leave, find someone to accompany them.
If the person has to go alone, clearly point
out the path by showing them references
or a map.
Volunteer General Training Manual 73
 D patient and tolerant. It is important to
DBe
know and respect the personality traits
and differences of each person. (See
point 3.6)
If you are verbally attacked, do
not act in the same way. Use your
experience to solve the problem in the
CALMEST WAY POSSIBLE
AND BY ALTERNATIVE
SOLUTIONS.
b. The volunteer and engagement
The volunteer feels like part of the Games,
so they act with commitment, passion and
pride. Let us see what each of these qualities
mean:
• Commitment, “I’ll do my best!”
Being committed is becoming aware of
the importance of the role we take on as
host volunteers of the Games. This means
previously knowing and accepting our
obligations and responsibilities for the
success of the event. When we assume
a commitment, we offer our skills and
abilities to carry out the tasks at hand.
Lima 2019 volunteers promise to:
DCarry
D out their shifts. Check the assigned
venue and schedule, and be prepared
to fulfill your duties. If you are in an
intermediate training stage, review
the steps you still have to complete:
74
“Commitment is what transforms a
promise into reality. It is the words
that speak boldly of your intentions.
And the actions which speak louder
than the words. It is making the time
when there is none. Coming through
with what was promised when things
do not go your way. It is the material
you build character out of, that gives
you the power to change things. It
is the daily triumph of integrity over
skepticism.
COMMITTING
AND KEEPING
COMMITMENTS
ARE THE HEART OF
PROACTIVITY.”
S. Lehman
- Receive the information with the name
of the assigned venue, role and shift.
ENGAGEMENT
- Participate in your training process in
specific training and in-venue training.
- Receive the uniform and credential.
Commitment
- Help and assist the Pan American and
Parapan American Games. I WILL BRING
MY A-GAME!
• Passion, “together we do great things.”
The volunteers’ enthusiasm shows how
happy they are to participate in the Games.
Passion for sports and for the role they are
going to play is key to achieving everything
they have set out to do: have a meaningful
life and happiness.
Passion
“TOGETHER
• Pride, “we are the best hosts.” Being part of
the Games gives us a sense of general well-
being, confidence and pride in belonging to
and representing our country, just like the
athletes. Volunteers leave their comfort WE DO GREAT
zone and demonstrate that, despite facing
difficult situations, they overcome the
obstacles. This way they will feel the
THINGS”
pride and satisfaction of doing something
positive for the benefit of guests, athletes
and all those who, directly or indirectly, are
part of the Lima 2019 Games.
Pride
“WE ARE THE
BEST HOSTS”
Volunteer General Training Manual 75

c. The volunteer and teamwork
DOne
A cohesive team can do everything; they
can overcome obstacles and succeed. The
volunteer’s characteristics regarding this
aspect are:
DDo
• Collaboration, “let’s walk together!”
Collaboration is a permanent attitude to
serve and help anyone who needs it. We do
not compete in a collaborative workplace;
we all join efforts and support each other,
offering our skills, resources and a positive
attitude in order to reach our goal: the
success of the Games.
In order to contribute to collaborative work,
we must:
DKnow
D the organization of the Games and
respect the communication channels.
DShare
D your successes with the team,
as they are also theirs. If something is
76
wrong, discuss it with your teammates;
they will provide the necessary support
• Communication, “we are coherent, we are
and encouragement for you to overcome
it.
idea is good but more than one is
D
even better. The combination of skills,
talents and creativity will make any
collective project or individual initiative
grow.
D not say: “This is my responsibility,”
“This is not my problem.” When working
collaboratively you need to leave behind
self-centered thinking to move towards
shared work. We are all important and
we play a specific role. The successes
achieved at the Games are a result of
everyone’s effort. These are “our” Games.
“If you want to go fast, go alone. If you
want to go far
GO TOGETHER.”
African proverb
Volunteer General Training Manual
good communicators.” Volunteers must
TEAMWORK
be good communicators; that is, they
must know how to listen and express
ideas, instructions and directions in an
Collaboration
“LET’S WALK
appropriate, clear and simple way.
During our duties we will have the challenge
of developing effective communication. Let TOGETHER!”
us review some actions that will allow you to
have an idea of the type of communication
expected during the Games:
with interest and attention to
Communication
DListen
D
what people want to communicate to
us so as to understand the message. If
the message is not clear or you do not “WE ARE
understand it, you can ask questions in
an assertive and respectful manner for COHERENT,
WE ARE GOOD
clarity. This way, you will be able to guide
and help them effectively.
COMMUNICA-
DOur
D body also communicates. Stand up
straight and maintain eye contact with
TORS”
the person, but do not stare. Keep an
appropriate distance from them and pay
special attention to your gestures and
facial expressions when you speak; some
people may be very sensitive to certain
ones.
DKeep
D an appropriate tone of voice and
speak slowly. Also, do not use slang or
complicated language. Do not interrupt Integration
“WE ARE THE
and find the right time to intervene.
DShake
D hands firmly when greeting. Do
LIMA 2019
not use your left hand, look into the other
person’s eyes and smile.
D you are speaking over the phone,
TEAM, LET’S
DIf
first say hello and identify yourself. Do
not make the person wait, be brief and
concise, speak in a medium tone of voice
and enunciate. ALL PLAY”
77
DWhen
D sitting down, avoid spreading and
stretching your legs, moving from side
to side and standing up abruptly. When
standing, avoid putting both hands in
your pockets, standing with your arms
crossed or placing them on your waist.
78
• Integration, “we are the Lima 2019 team,
let’s all play.” Integration allows the
roles and activities of each person to be
complementary. It seeks to boost the
resources of team members to generate
positive effects in the group.
WE ARE
THE LIMA
2019 TEAM,
LET’S ALL
PLAY
Volunteer General Training Manual 79
 This code of conduct will create a climate
of trust, safety and harmony, which will be
reflected in the satisfaction of the athletes,
guests and all of us who are part of the Lima
2019 organization.
through the pedestrian areas of the venues,
in addition to the personnel’s required
registration upon entry, is time-consuming.

b. Respect, dignity and equality

a. Time commitment
We recognize that volunteers offer their time
and enthusiasm free of charge and that their
work is invaluable for the completion of the
Games. If, for any reason, volunteers do not
wish to continue at the Games or cannot
attend some of the assigned shifts, they
must notify it in advance.
The Lima 2019 organizing team is committed
to creating an environment where volunteers
will be respected, treated equally and with
dignity. The volunteer is also expected to
act in the same way towards others. If a
situation contrary to this commitment arises,
notify your Line Manager immediately. All
allegations of non-compliance with this
commitment will be investigated and actions

3.3
DConsider
D additional time before the start of will be taken to ensure that the situation is
a shift change. Keep in mind that moving remedied.

Code of Conduct at
Games-time
WE ARE CONFIDENT THAT VOLUNTEERS WILL ACT ETHICALLY AND
WITH INTEGRITY WHILE PERFORMING THEIR DUTIES; HOWEVER, IT
IS IMPORTANT TO KEEP IN MIND THE RULES AND GUIDELINES FOR
CONDUCT.

80 Volunteer General Training Manual 81

c. Personal or confidential information
D required by your role, you may have
DIf
DIf
access to the personal information of
Games participants. In that case, you
will receive training during your specific
training in relation to this role. Make sure
to comply with data processing policies
and to not disclose that information, either
intentionally or by mistake.
D you access personal information that you
DIf
do not need to perform your role or have
found unsecured personal information,
DAs
immediately inform your Line Manager.
DPersonal
D information must only be given
to the person authorized to receive it. If you
have any questions, ask your Line Manager
before making a decision.
82
d. Contact with media
D a media outlet ( written or digital press,
photographers, broadcasters, among
others) requests information or comments,
you must politely respond that they should
speak to your venue’s Media Manager, who
will be the main source of information. Be
sure not to comment, give an opinion or
inform anyone requesting information on
matters related to Lima 2019 without the
venue’s Media Manager prior consent.
D a precaution, if a person requests
information from you and you are not
sure if they belong to a media outlet, direct
them to the venue’s Media Manager and
refrain from making any comments.
e. Behavior of the workforce g. Social media
The workforce, which includes contractors, Many volunteers will want to share their
volunteers and paid personnel, represents experiences at the Games on social media.
Lima 2019. Therefore, your behavior should Before doing so, it is important for you to
reflect the spirit of the event. Any behavior let the Manager in charge know and for the
that does not comply with this must be messages shared to reflect ethical values
reported to the team leader. such as respect, dignity and equality. Also,
they must not infringe the rights of the
partners and sponsors of Lima 2019. A few
things to keep in mind:
D positive and promote the spirit of the
DBe
Games. Do not post information that could
be interpreted as insulting or offensive.
f. Use of mobile phones
D required for your role, you will be
DIf
provided with a mobile phone to be used
for operational purposes and not for
personal matters.
DYou
D must only share your number to
carry out your role. Never give it to an
organization that may contact you for
other reasons.
DYou
D can carry your personal phone with
you for emergencies. You are allowed to
use it outside your assigned shifts and
during your breaks. If you need to use your
personal phone during working hours, you
must ask your manager for approval.
Volunteer General Training Manual 83
DKeep
D in mind that you are responsible for
what you say.
DHelp
D keep our Games safe. Do not take
or post pictures of the back of house or
sensitive areas inside the venues.
DRespect
D our guests. Do not post photos of
athletes or public figures. Remember to
ask if posting it is acceptable.
DRespect
D everyone’s confidentiality. If it
references personal information, it must
not be posted.
DRemember
D that you cannot sell or share
any image or video related to Lima 2019.
DRemember
D that you must not share videos
of sports events from inside the Games.
D in doubt, ask for permission or guidance.
DIf
DInform
D your Line Manager if you notice an
inappropriate situation.
h. Illegal/criminal activity
Lima 2019 will turn over any report of illegal
activity to the police.
j. Smoking in the venue
DSmoking
D in the venue is prohibited.
DWorkforce
D members must not smoke in
public on their way to and from the event
if they are wearing their uniform.
k. Lima 2019 property
DHigh-value
D or vulnerable items will have
Lima 2019 asset tags. No one can remove
items with this tag without presenting a
letter signed by the authority of a FA HoF
(see glossary).
D items found inside the venues must
DAll
not be removed from the premises
without explicit permission. This extends
to relatively low value items, for example,
stationery.
DLima
D 2019 devices must not be used for
personal purposes, this includes (but is
not limited to) photocopiers, telephones,
printers and laptops.
D reports will be treated confidentially,
DAll
when possible and reasonable.
m. Gambling
Gambling and the use of Lima 2019 assets
(including technology) to participate in such
activities are prohibited.
n. Gifts and gratuity
D ensure that there are no reports of
DTo
bribery or corruption, all Lima 2019
workers must turn down possible gifts
related to their participation in the events.
D a guide, only items of nominal value,
DAs
such as pens and pins, will be accepted.
D other types of gifts are offered, the
DIf
gesture must be politely declined.
D due to the circumstances you are unable
DIf
to turn down the gift, you must notify
your Manager or Team Leader as soon
as possible. They will offer advice on the
appropriate steps for you to follow and, if
applicable, will seek the advice of the WFO
Manager and the Legal FA.
o. Behavior while in uniform
All workforce members are expected to
behave professionally, at all times, and
especially when associated with the Lima 2019
brand. To that effect, they are not allowed to
drink or use inappropriate language while in
uniform and must always be alert, friendly
and professional.

i. Drugs and alcohol

It is forbidden for any member of the Lima

2019 workforce to be under the influence of
illegal or legal drugs, such as alcohol, while
performing their duties.
l. Fraud and corruption
DFraud
D is the deliberate intent to deceive
others. Corruption is the abuse of
entrusted power. Both are usually linked
to the personal gain of the perpetrator.
This goes against the spirit of Lima 2019.
Any suspicious behavior must be reported
to your Workforce or Human Resources
Manager.

84 Volunteer General Training Manual 85


p. Selling or promoting in the venue
Promoting or selling items in venues or
during your assigned shift is prohibited,
unless these activities are related to your
role and have been approved by Lima 2019
(for example, selling tickets). This includes
displaying posters, handing out brochures
or approaching colleagues or clients about
activities that are not part of Lima 2019.
q. Health and safety
DPart
D of our objective is to operate Lima
2019 events safely, minimizing all risks for
its participants.
DYou
D will receive training on health and
safety, according to your specific role. It
is essential that you follow all aspects
of your training and immediately report
86
everything you are not sure about to your
Line Manager or the closest manager of
the venue’s team.
DRemember
D your health and safety training
and think about your responsibility so as
to make sure that you consider these risks
when you perform your role.
DThe
D health and safety of the workforce is
everyone’s responsibility.
r. Issue resolution
D you are unsure of any part of the code
DIf
of conduct, please consult your Manager. If
you have any doubts about who you should
speak to, please contact the Workforce
Operations Manager.
DFailure
D to abide by the code of conduct
will result in an investigation and the
appropriate action. This may include
removing the offender from the venue.
Volunteer General Training Manual 87
3.4
VOLUNTEER RIGHTS: volunteer position according to the terms
D respect your freedom, dignity, privacy and
DTo agreed upon with the Lima 2019 Games
sexual orientation, without discrimination Organization.
or violation of your fundamental rights. D carry out your activities in properly
DTo

Volunteer Rights
D preserve the privacy of your identity.
DTo safe and hygienic conditions, taking into
Your information can only be used for account the characteristics and limits of
safety and organizational purposes of the your responsibility.
Games. D freely agree on the needs and voluntary
DTo
D have an accreditation that identifies you
DTo action within the scope of the action, time

and Responsibilities
as a Games volunteer. and schedule that you can dedicate to the
D have insurance that covers accidents, as
DTo activity.
well damages to third parties, as a direct DYou
D will be able to attend sports events in
result of performing a volunteer activity. your spare time.
D attain respect, recognition and esteem
DTo DVolunteers
D residing outside of Lima
for the social value of your contribution, will only receive assistance from the
VOLUNTEER RESPONSABILITIES: D respect and take care of the material
DTo
as well as certification for the service Organization for local transportation to
D learn and follow the principles and
DTo resources that the Organization makes
provided. the venue, meals and uniform. Travel costs
rules that govern the Organization of the available to you within your program.
D freely withdraw yourself from your
DTo from their place of origin to the city of
Lima 2019 XVIII Pan American and Parapan D turn down any economic remuneration
DTo
Lima and their accommodation will be at
American Games. that the recipient of the voluntary action
the expense of each volunteer.
D comply with the entire Volunteer
DTo may offer you.
Training Program, attending in-person D respect the rights of the recipients of
DTo
training sessions and completing the the voluntary action.
online sessions, both for the general and D follow the instructions given to you
DTo
specific training. by those responsible for the programs in
DTo
D fulfill the commitments acquired order to properly implement the voluntary
with the Lima 2019 Games Organization, action requested.
respecting its aim and regulation. D use the accreditation card, uniform
DTo
D be punctual and comply with the
DTo and badges granted by the Organization
schedules agreed upon with the Lima 2019 appropriately.
Pan American Games Organization. D follow the basic safety and hygiene
DTo
D maintain proper confidentiality with
DTo measures at all times in order to optimally
respect to the information received and carry out the voluntary action.
learned throughout the development of
your activity.
DTo
D act diligently and responsibly in
accordance with the incorporation
agreement signed with the Lima 2019
Games Organization.

88 Volunteer General Training Manual 89

 3.6.1 ACCREDITATION
Process of identifying and registering people
participating directly or indirectly in the Games,
including athletes, workforce, accredited press,
coaches, referees, sports managers, sponsors
and guests. Accreditation guarantees a safer,
simpler and more efficient entry into the
desired locations.
As a member of the Lima 2019 team, the
volunteer will receive an accreditation card
that will identify them. They must show the
card at the venue where they will be stationed,
as well as at the internal facilities to which they
3.5
General Aspects
about the
Volunteer’s Role
WE WILL REVIEW GENERAL ASPECTS THAT ALL VOLUNTEERS MUST
KNOW IN ORDER TO CARRY OUT THEIR ROLE PROPERLY.
90 Volunteer General Training Manual
will have access. Keep the following in mind
when using it:
DWhenever
D you are on duty, the card must
be hanging around your neck down to the
middle of your chest. You cannot perform
your role if it is not hanging around your
neck.
D photograph must always be visible.
DThe
DYou
D can only access the competition and
non-competition venues and enjoy various
entitlements with the credential.
The accreditation card will be distributed
together with the uniform kit at the Uniform
Distribution and Accreditation Center (UDAC).
91
3.6.2 ACCESS AND ZONES
The required accreditation and access
privileges are displayed at each entrance of
the various areas of a facility. To gain access
to a competition or non-competition venue,
the credential must contain the code that
corresponds to that facility. Once inside the
perimeter, there will be designated internal
areas called “zones,” which have restricted
access depending on the types of activities
carried out there.
3.6.3 WORKING HOURS AND RELOCATION
Service shifts will be eight (8) hours long; the
maximum will be nine (9) hours. They will be
determined based on the expected operational
requirements. Any changes to the established
shifts must be approved by the Supervisor.
3.6.4 UNIFORM
The uniform is an essential tool for the
image of the volunteer at Games-time. For
this reason, all members of the Lima 2019
workforce will receive official uniforms. The
date of distribution will be notified in due
course.
UNIFORM KIT
Please note that a large number of uniforms
will be required for all the members of the
Games Organizing Committee. Therefore,
there will be no changes or replacements of
damaged uniforms due to carelessness or
theft. Also, we recommend that you consider
the following guidelines:

The facilities and zones are represented 2 Shirts

by codes, colors and numbers. To access 1 Cap
these zones, workforce accreditation cards ja cket The cap is optional, but, if
must necessarily contain that information. 1 Lima 2019 you wear it, it must be facing
In the event that someone is identified in an forward.
2 Pants
unauthorized zone, security must be notified
immediately.

The jacket zipper must be

Only wear the uniform zipped up to chest level.
while you are working
and moving through your
work area. Wear the shirt outside the pants.

Wearing a fanny pack is

optional, but, if you wear it,
it must always be on your
waist, in front or to the
At Games-time, a revision of shifts and side.
relocation of personnel may be necessary Keep your uniform clean
to deal with new situations or emergencies. and tidy.
If there are changes that alter the initially
established schedules, you will be notified in
advance. The commitment of the volunteers to
meet these additional types of requirements
will undoubtedly contribute to the success of We recommend that you
the Games. wear shoes that are white,
without details or decorations
If a volunteer misses their shifts often without that clash with the uniform.
notifying their supervisor in a timely manner, Footwear must be in perfect
they will be relieved of their duties and removed condition.
from the volunteer team.

92 Volunteer General Training Manual 93

 c. Beard f. Behavior

If the volunteer had a beard or mustache Excessive displays of affection between

at the time they were selected, they may
keep it as it was. However, they must always
look presentable and keep their beard or
mustache trimmed and clean, just like their
hair.
workforce members, as well as with
participants (delegations, coaches, athletes,
officials, etc.), are not permitted. Maintaining
a friendly disposition and being willing
to intervene in any situation will provide
high-quality service. There will be plenty of
opportunities for you to show affection; for
example, on your way to and back from work.

D. Body accessories

3.6.5 MEALS Small earrings and ear jewelry can be worn

Volunteers working eight-hour shifts will be
entitled to two types of meals (according to
the assigned shifts or times):
Dbreakfast
D and lunch or,
Dlunch
D and dinner (or snack)
3.6.6 INSURANCE FOR VOLUNTEERS
Insurance will be provided to protect
volunteers while they carry out their work
and any other activity. This insurance has
different coverage options. Lima 2019 will
provide insurance for volunteers in case of
work accidents and damages.
while on duty. Other accessories, such as
rings and necklaces that do not compromise
the safety and image of the Games are also
permitted.
a. Appearance
All volunteers will leave a lasting impression
on visitors. That is why it is important to
pay special attention to your appearance,
especially in some roles, such as those
e. Personal hygiene
related to the award ceremony. These details
will be discussed during specific training.
It is important to maintain proper hygiene
while working, which includes dental cleaning
and regular grooming, in order to avoid
unpleasant body odor and breath.

3.6.7. PROFESSIONAL APPEARANCE AND

ATTITUDE
Volunteers will have a very visible role during
the Games, so it is important for them to pay
more attention to their professional image
while they are on duty. Therefore, next we
are including certain points that you must
consider:
b. Hair
Keep your hair clean, neat and combed. There
are no restrictions regarding hair length,
but, for safety reasons, in some work areas
it must be tide up or covered. Hair must not
obstruct eye contact with others.

94 Volunteer General Training Manual 95


3.6
Guidelines on
How to Interact
with People
AS WE KNOW, BETWEEN JULY
AND SEPTEMBER 2019, LIMA
WILL RECEIVE A CONSIDERABLE
NUMBER OF VISITORS FROM ALL
OVER THE WORLD.
96
Let us review some important aspects to take
into account when interacting with guests:
3.7.1 RESPECT CULTURAL DIVERSITY
We will receive visitors from all over the world.
Therefore, we will be in contact with different
Be puntual
This concept changes in
each culture, however, it
is always good to be on
time.
TIPS ABOUT OTHER CULTURES
We will be visited by athletes who will
Hand ggestures
participate in the competitions, teams of
technicians, and tourists who will arrive
Move your hands
discretely and avoid
gestures with your
g y
excited to live the Games experience. We will fingers
g such as pointing,
get ready to welcome them in the best way thumbs up as an
indication that
possible. Therefore, throughout this training everythingg is okay or
process, we will help guide you so that you jjoining
gyyour thumb and
index finger
g to say “OK”
always convey the principles that lead the since this could be seen
as obscene.
Lima 2019 Organizing Committee.
Volunteer General Training Manual
cultures, customs and beliefs which we must
respect. Furthermore, it is important to treat
everyone with the hospitality and warmth
that characterizes Lima 2019 volunteers.
Here are some tips to help you when you
interact with visitors and to respect cultural
differences:
Greetings Eye contact
In some cultures, using Some people consider
Shake hands lack of eye contact as
Do not force it, respond
someone’s first name is
limited to family and insulting, a lack of
to who is extending friends. Therefore, avoid interest or dishonesty.
their hand and let them
calling them by their Eye contact must be
control how long it first name, but be brief, but it should not
lasts. receptive if they want a be mistaken for
friendlier interaction. intimidation or
disrespect.
Personal space
Physical contact
Each person determines
their personal space. Act Personal interaction
Always use respectful
Do not display
closeness or kindness
according to the guest. If
during the conversation words such as sir or
miss. Never address
by
y touching
bodies by
g guests’
g
y hugging,
gg g
they take a step back, it
could be a sign that you them using the informal
pronoun, in some
placing
p gy
your hands on
their backs or anyy other
are invading their space.
Respect their wishes and cultures it is considered
as inappropriate and
kind of physical contact. keep a distance.
disrespectful.
97
Also keep in mind these recommendations:
• Do not place your arm on the pleasant as possible.
backrest of someone’s chair. In
some cultures, it is offensive.
• Take off your sunglasses while
talking to someone.
• Avoid yawning, stretching or any
action that might suggest dis-
traction, boredom or disrespect
• Adopt a proper sitting posture.
Do not stand with your hands in
your pocket, on your hips or with
your arms crossed.
3.7.2 GUIDE: INTERACTING WITH PEOPLE
WITH AN IMPAIRMENT
Everyone invited to the Games must be
treated equally. Everyone will be welcomed
with the same enthusiasm and dedication,
98
regardless of race, religion, beliefs, sexual
orientation, impairment, age or nationality.
Volunteers must be ready to offer guests
high-quality service and make their stay as
Here are some general rules to keep in mind
when interacting with a person with an
impairment:
DThe
D proper term is “person with an
impairment.” The terms “disabled,”
“disabled person” and “person with special
needs” are not appropriate.
DWhen
D a person with an impairment is
accompanied, speak directly to them and
not to the person accompanying them.
DCommunication
D is essential. Do not make
assumptions. Ask them if they need help,
because they may not need it. Express DRespect
D personal space. A wheelchair is
yourself naturally and with respect. Do not Types of impairments: part of that space.
feel embarrassed if you use expressions DFind
D out and get to know the location of the
such as “see you” in front of a person with nearest accessible services beforehand.
visual impairment, or “let’s take a walk,” D order to help a person in a wheelchair
DIn
when speaking to a person in a wheelchair. to get down or up a ramp or high step,
D is important to respect people’s pace.
DIt ask them if they prefer to do so by facing
Each impairment has a different effect a. Physical/motor impairment forward or backward.
on the body and each person responds D you normally shake hands when you
DIf
differently. It includes temporary or permanent physical/ greet someone, shake hands with them
DEmphasize
D the ability and not the motor impairments, caused by various even if the person has limited use of their
impairment. Do not use words like “tragic,” reasons, such as cerebrovascular accidents, hands or uses a prosthesis.
“victim” or “confined to a wheelchair.” diseases, traumatic injuries, non-progressive D not assume that a person with a
DDo
DAvoid
D exaggerations when describing neurological disorders (cerebral palsy), physical impairment also has a hearing
a person with an impairment who is among others. or intellectual impairment. Do not be
successful. condescending.
A few things to keep in mind:
D you foresee having a long conversation
DIf
with someone, position yourself at their
eye level. For someone who is seated, it is
uncomfortable to look up for a long time.
Volunteer General Training Manual 99
b. Visual impairment
It includes partial or complete visual
impairment. A few things to keep in mind:
DIntroduce
D yourself by stating your name
and role. If necessary, tap the person you
are speaking to lightly on the shoulder to
get their attention.
D not hold the person by their arm or
DDo
walking stick, allow them to hold on to your
arm (either you elbow, fist or shoulder,
depending on the height difference between
you) and then lead them at a normal speed.
Describe the obstacles in their path and
surroundings when appropriate.
D possible, walk in a straight line and avoid
DIf
zigzagging so that the person you are
guiding can better orient themselves.
D not pet or play with a guide dog, or
DDo
distract it. Remember that these dogs have
the responsibility of guiding their owner.
DWhen
D you walk away from a blind person,
let them know that you are moving away.
It would be very unpleasant for them to be
left speaking alone.
100
c. Hearing impairment
It includes partial or complete hearing
impairment. A few things to keep in mind:
DSpeak
D clearly and at a normal pace. Do not
raise your voice, unless requested.
DAlways
D speak facing them so that they can
read your lips.
DAsk
D the person to repeat what they said if
you did not understand them.
D patient and give them extra time to
DBe
express themselves.
d. Intellectual impairment
It affects a person’s ability to perceive,
understand and comprehend information. A
few things to keep in mind:
D clear, precise, simple and unambiguous
DUse
language.
DBeD patient and give them extra time to
express themselves.
Volunteer General Training Manual 101

3.7
Games-time
Security and
Emergencies
SECURITY IS A SENSITIVE
SUBJECT FOR LIMA’S CITIZENS.
It is no secret to anyone that our cities are
exposed to continuous risks that can affect
our peace of mind. During the Games, we
could be vulnerable, not only to common
or organized crime but also to accidents or
natural disasters. You must carefully prepare
102
3.8.1 SECURITY
Let us review some criteria that must be
considered to carry out your activities in a
safe environment:
DSecurity
D and protection activities are aimed
at ensuring the normal development of the
Games.
D make the venues a safe environment
DTo
there needs to be strict access control. For
this purpose, pedestrian security controls
must be used (PSA: Pedestrian Security
Access), vehicle security controls (VSA:
Vehicle Security Access), internal controls
for restricted areas, grandstands, access to
the Field of Play (FOP) and administrative
yourself to face them because, preventing
and assisting others in Games-time security
and emergency situations is everyone’s duty,
even if you directly did not take on that role.
For this reason, volunteers must have basic
knowledge of the guidelines, procedures and
activities that Lima 2019 has prepared.
Volunteer General Training Manual
areas. You must know the protocols
of action in order to provide adequate
assistance in the evacuation of facilities
while the contingency plans are being
executed.
DSpectators
D who enter competition facilities
will go through a strict control process;
they will be scanned using magnetometers
and portable metal detectors. Also, all
hand luggage or items will be checked in
accordance with the procedure determined
by Games Security.
DDifferent
D security protocols will be applied
for the treatment of prohibited and
restricted items within sports facilities.
103
DPrior
D to Games-time, in each venue, a
lockdown protocol will be implemented in
order to obtain the required safe or clear
zone level, thus guaranteeing the venue
will be in reliable conditions when sports
competitions are taking place.
DThe
D safe transfer of the delegations will
be guaranteed by means of an operational
security procedure called “Bubble-to-
PROHIBITED ITEMS AT SPORTS
VENUES
[[Firearms, replicas,
ammunition or cartridges
[[Flares, fireworks, firecrackers
and smoke canisters
[[Hazardous substances,
chemicals, irritating and toxic
products
[[Narcotics, drugs or
hallucinogens
[[Incendiary and flammable
devices, detonators and
initiators
[[Bladed weapons, razor
blades, knives, bayonets and
extendable batons
[[Self-defense sprays, aerosols,
pepper sprays
[[All types of alcoholic
beverages
[[All types of glass containers
[[Laser pointers and light-
emitting devices
[[Sharp objects
104
Bubble,” that includes the verification of
the Vehicle Access Permit (VAPP) and
accreditation, a vehicle security sweep and
the screening of each delegation member’s
belongings. These actions will allow
dynamic entry and exit from one facility to
another without delays.
[[Protest banners or political
demonstrations
[[Clothing that makes it
difficult to identify the
spectator
[[Professional video and
recording equipment
[[Flags of countries that affect
the Games’ image
[[Excessive amounts of food
and consumable goods
[[Bicycles, skates and scooters
[[Belts with large metal
buckles
[[Umbrellas or sunshades
[[Drones
[[Portable chairs
[[Metallic musical instruments
[[Paraglider
[[Megaphones
[[Sports equipment, balls,
rackets, or similar items
A few suggestions and additional points:
DFollow
D the security guidelines and
procedures of your workstation. Safety
starts with the behavior of the workforce
and volunteers.
DAlways
D be alert and careful while carrying
out your duties, observing everything
that happens around you. Pay special
attention to people behaving suspiciously,
abandoned vehicles or objects, or
anything else that seems strange to you.
Remember as many details as you can
and immediately notify the security team.
No space or location is more or less safe.
Everyone must be seen in the same light.
DVisually
D identify the people who are in your
surroundings, observe what they are doing
and if they are behaving in a way consistent
with where they are. If something seems
strange to you, look for security and
report it.
DCarefully
D safeguard the information you
handle. Do not tell anyone about event
activities and takes place. This also applies
to those closest to you. We recommend
that you do not reveal what transpires
during your work.
DVehicle
D and personnel entry into Games
competition venues will be under strict
control. Additionally, entry into sensitive
or critical areas is limited exclusively to
authorized persons.
DAll
D guests must always keep their
credentials visible at Games-time. If they
lose their credentials, the organizers must
be notified immediately.
D the end of the day, all areas must be
DAt
locked. Also, it is mandatory to inspect
them before they are reopened. Verify that
everything was left the same as the day
before.
D not panic when faced with a sudden
DDo
illness, car accidents, fires, drownings,
theft, explosions or other similar situations.
Identify the incident and act prioritizing
life. Find help and do not attempt to do
Volunteer General Training Manual
something you are not prepared for or
familiar with. Follow the security team’s
and specialists’ instructions, and contact
the Organizing Committee as soon as
possible.
DSafety
D begins at home. Be careful with
all the objects you will be bringing to the
event. You must keep your belongings
out of other people’s reach, but, if it is not
possible, your belongings must go through
a security screening.
DDo
D not leave a place without telling
someone where and with whom you are
going.
DAlways
D keep important phone numbers:
Police, Firefighters, friends, etc.
a. Handling demonstrations:
If there is an event with extensive press
coverage, some groups or individuals may
seize the opportunity to express their beliefs
and opinions. They may organize protests,
demonstrations and marches at a venue or
its surroundings. If a problem occurs in an
external or internal controlled area within a
competition or non-competition venue, you
must report the incident immediately to a
member of the security team.
If something happens:
DDoD not try to handle the situation by
yourself. The security team will be in charge
of executing the relevant procedures,
alongside the venue’s security manager.
DDoD not try to confront or stop the
demonstrations, nor discuss or disagree
with their opinions and affirmations.
DDoD not try to remove the demonstrators
from where they are located.
105
3.8.2 EMERGENCIES
An emergency is a situation that could
endanger people or goods. Each facility or
venue will have a specific action plan, which
includes operational policies and procedures.
IF THERE IS AN EMERGENCY
The main objectives of this plan are:
DReduce
D losses or damage.
DCoordinate
D the actions planned for the
execution of the emergency plan, and the
plans of other organizations, such as Civil
Defense, Fire Department and Police.
We hope that nothing serious happens during
the Games, however, if an emergency occurs
in your area, such as a spectator is injured, do
the following:
for help using the appropriate
WE CAN ALL
CONTRIBUTE TO
DAsk
D
communication channels.
DHelp
D those who are injured, calm them GUARANTEEING
down and notify them about the rescuers’ SECURITY CONDITIONS
arrival. If the injury does not require
assistance, make sure the person is
AT GAMES FACILITIES
by observing and reporting the
conscious and that it is not a serious injury.
existence of potentially dangerous
DProtect
D yourself. Avoid contact with blood
conditions, evaluating the risks and
or other body fluids, unless you are using
suggesting changes or improvements.
the appropriate protective equipment.
DProtect
D others. Assess if it is dangerous to
For example, food waste and spilled

DURING YOUR WORK SHIFT, YOU

drinks on the floor may cause falls,
expose others to the situation.
exposed wires without a suitable plastic
DNotify
D your supervisor immediately and
MUST:
cover may cause a fire, and irregular or
prepare a written report about what
weak surfaces may cause falls, etc.
happened as soon as possible.

D you have an accident or injure yourself, it is important that you

DIf
receive proper medical attention. Immediately look for the emergency
personnel at the facility and notify your supervisor as soon as possible.
Likewise, if you are sick or feel sudden physical discomfort, follow the
Remember same steps so that you are referred to the nearest medical facility.
and follow the D accidents must be reported to the supervisor as soon as possible,
DAll
Wait for procedures that you
including incidents that result in minimal trauma or injury, and even
Remain calm learnt during specific
instructions and in-venue those that seem to result in nothing. If you cannot find your supervisor,
training. report the incident to someone higher up in the chain of command.

106 Volunteer General Training Manual 107

 D not throw water at them or give them
DDo
something to smell during the seizure.
DCall
D medical services immediately.

a. Recommendations for some specific

emergencies

In the event of burns; b. What not to do in an emergency

DMove
D the victim away from the source of
the fire. D not carry out a secondary evaluation of
DDo
DIfD the victim’s clothing is on fire, make the victim in primary care.
them roll on the floor or wrap them from D not administer basic life support. Even
DDo
head to toe in a thick blanket or something if you know how to apply it, these actions
similar. must only be carried out by the Medical
DIfD the source of heat is oil or boiling water, Services Department.
quickly cool it with water or saline solution. D not do anything that is not related to
DDo
your volunteer assignment.
In the event of a seizure, you can help by: D not administer cardiac massage. In
DDo
DMoving
D the person away from potential the event of this emergency, expedite the
dangers: fire, swimming pool, sharp arrival of medical services to the location.
objects, etc. D not administer any drugs. If necessary,
DDo
DRemoving
D their personal items, such as they must be those prescribed by the
glasses, necklaces, earrings, etc. physician.
DProtecting
D their head. D not move or transfer a victim with
DDo
DProtecting
D their mouth, checking if they trauma injuries, especially when the
bite their tongue or not. Do not place any fracture is exposed. The victim must be
item in the person’s mouth. transferred and immobilized by trained
DDoD not place your fingers in their mouth. health personnel.
The person having the seizure cannot
control their movements and they may
bite you.
DIfD the jaw is closed, do not force it open.
DMonitor
D their breathing during and after
the seizure.

108 Volunteer General Training Manual 109


3.8
Self-care at
Games-time
THE PAN AMERICAN AND PARAPAN
AMERICAN GAMES ARE SPORTS
EVENTS THAT SHARE VALUES
SUCH AS FRIENDSHIP AND UNITY
BETWEEN ALL COUNTRIES.
Before and during the Games, volunteers will
have the chance to get to know many people
of different cultures, customs and countries,
and they will share different experiences. For
example, during their general training stage,
they will spend time with potential volunteers
110
have tools that enable them to cope with
various stimuli that can affect their overall
health.
“Health is a state of complete
physical, mental and social well-
being and not merely the absence
of disease or infirmity. Heath is a
resource for everyday life, not the
objective of living.
HEALTH IS A
POSITIVE CONCEPT
EMPHASIZING SOCIAL
AND PERSONAL
RESOURCES, AS
WELL AS PHYSICAL
CAPACITIES.”
(WHO, 1986, Ottawa Charter for Health
Promotion, Vázquez and Hervás, 2008).
Taking care of your health will allow you to
carry out your role properly, not only for the
benefit of the Games, but especially for your
overall well-being. Taking care of your well-
being is very important to Lima 2019.
and instructors. During the in-venue training
stage, they will connect with professionals
from the Lima 2019 workforce. And, finally, at
Games-time, they will interact with visitors,
athletes and other parties involved.
Being a part of events of such magnitude is
a wonderful and interesting experience but,
at the same time, you will be exposed to
stressful situations and constant challenges.
What the Games values the most is people.
So, it is important to ensure that volunteers
Volunteer General Training Manual
3.9.1. SELF-CARE
“Self-care refers to the daily practices that
a person, family or group develops to take
care of their health. These practices or skills
are learned throughout life and their use
depends on the decision of each person,
and they have the purpose of strengthening
or restoring health and preventing possible
diseases” (Tobón, 2003).
Self-care practices can be promoted and
developed at an individual or group level. Let
us review some healthy habits and tips.
a. Pre-Games
DRespect
D your personal time and manage
your time productively. Check your
schedule during your training stage. Write
down or download the file with the dates
and tasks you need to complete.
DRead
D in advance. If you review the general
and specific manuals in advance during
your training, it will be beneficial for you
when completing the planned activities
for the online school. Additionally, if after
reviewing the manuals you still have
doubts, you will have time to ask the
corresponding questions.
DPick
D up your uniform and credential on
the specified dates. After checking the
distribution dates, plan ahead to pick them
up. Issues may arise if you put it off. Keep
in mind that many people will have to
follow the same process. Also, if for some
reason there is an issue with the uniform
or credential, you can resolve it in time and
avoid inconveniences for you and those
involved.
111
b. Games-time
DPlan
D and organize your transportation
to the venue where you will offer your
services. If possible, test beforehand how
long it will take you to get there on time.
Knowing that we will be late for work will
make us anxious and affect our mood
during work. It can also affect our health.
DKeep
D to your schedule. The success of the
Games will require a lot of effort from
us, and assistance will always be needed.
However, unless a problem arises, you
must always keep to your work schedule
and be productive during those hours. This
will give you a sense of success. To be
productive is not to work overtime, but to
do whatever it takes during your workday.
DBeD assertive. You have the ability to properly
express what you think and feel. Do not
keep your questions, queries or requests
to yourself. Follow the appropriate line
of communication to make them known
PLAN AND
ORGANIZE
YOUR DAY
112
when necessary, but also take the initiative
to comment and give your opinion on what
is affecting you. Not saying what affects us
has an impact on our feelings and does not
help to solve the problem.
DShare
D what you are experiencing. You will
live a unique experience, you will learn and
discover a lot. This is a good opportunity to
share your experiences with those closest
to you: your family, children, friends and
colleagues. Sharing wonderful experiences
gives us a sense of well-being, it makes us
feel good. So, share them!
DDo
D not isolate yourself; make friends.
Maybe some roles require contact with
many colleagues, but others do not. Take
the opportunity to get to know your team,
share your personality and your interests.
Getting to know your team will result in
healthy relationships.
D united team is helpful and supportive.
DA
Share your experiences, your achievements,
needs and also your frustrations. A united
team will be on the lookout to help and
support, especially in moments of crisis.
D open to constructive feedback. There is
DBe
always something for us to learn. During
your training you have learned about
the Games and how to perform your
roles but theory does not always work in
practice. Therefore, if it is necessary, your
supervisor may provide feedback about
your work; do not feel upset or sad about it.
Any observation will be based on the work
itself and not the person. This will help
you improve your performance. Similarly,
at some point you may provide feedback,
as long as it is constructive and assertive.
This feedback will help work improve and
progress, as well as create a sense of trust
with your peers.
DAvoid
D bad practices. Contribute to a healthy
work environment by avoiding negative
habits and practices. Gossip and hiding
Volunteer General Training Manual
information becomes a habit that causes
a negative work environment, distrust and
discomfort.
DPractice
D constructive-educational leadership.
The best leader is one who is able to
perceive the situation and adjust to it.
Therefore, it should be noted that the
volunteer leader is not synonymous with
head of volunteers. The leader has the
ability to keep everyone motivated and
committed to the objectives and goals
of the Games. Leadership is the ability to
influence others to work enthusiastically
and with the aim of achieving the identified
goals and the common good. To lead is to
serve: to work for what people need, not
what they want.
THE SUCCESS
OF THE GAMES
DEPENDS ON
EVERYONE,
LET’S ALL
PLAY
113
Acronyms and References
Abbreviations • About IPC. In International Paralympic
Movement [online]. Retrieved from https://
www.paralympic.org/

• Colección Editorial de Guías y

• Lima. ¿Dónde ir? Official Tourism
Website – Peru Travel [online]. Retrieved
from https://www.peru.travel/es-pe/

• The Olympic Rings. International

ANOC
Manuales del Comité Organizador de los Olympic Committee [online]. Retrieved from
Association of National Olympic Committees COPAL
Juegos Panamericanos Guadalajara 2011. https://www.olympic.org/the-ioc
Organizing Committee of the Lima 2019 XVIII
(2011). Manual Capacitación General para el
FA Pan American Games and Parapan American
voluntario. Guadalajara, Mexico: Dirección • National Olympic Committees Panam
Functional Area Games
de Publicaciones del Gobierno de Jalisco. Sports Organization [online]. Retrieved from
https://www.panamsports.org/
GAISF FA HoF
• International Olympic Committee.
General Association of International Sports Front of House zone Head of Function
(2004). Olympic Charter. Lausanne, • Tobón Correa, O. (s.f.). El autocuidado.
Federations
Switzerland International Olympic Una habilidad para vivir. Retrieved from
IF
Committee. Retrieved from http://www.alcoholinformate.com.mx/
ANPP International Sports Federation
https://www.um.es/documents/933331/0/ AUTICUIDADO.pdf
National Paralympic Association of Peru
CartaOlimpica.pdf/8c3b36b2-11a2-4a77-
IPC
876a-41ae33c4a02b • Vázquez, C. and Hervás, G. (2008).
WADA International Paralympic Committee
Psicología Positiva aplicada. Bilbao:
World Anti-Doping Agency (Agence mondiale
• Peru Export and Tourism Promotion Desclee de Brower. Retrieved from
antidopage, AMA, in French) OGKS
Commission – PROMPERU (2016). Lima. https://www.edesclee.com/img/cms/
Olympic Games Knowledge Service
Guía para conocer la ciudad con todos los pdfs/9788433022424.pdf
IOA
sentidos. Lima. Rapimagen S.A.
International Olympic Academy PASO
• UN volunteers (2018). El Voluntario
Panam Sports Organization
• Congress of the Republic. (May 31, y los Objetivos Mundiales. Retrieved from
APC
2004). Law N° 28238. Ley General del https://www.unv.org/es
Americas Paralympic Committee CAS
Voluntariado del Perú. http://extwprlegs1.
Court of Arbitration for Sport (Tribunal
fao.org/docs/pdf/per167744.pdf
IOC Arbitral du Sport, TAS, in French)
International Olympic Committee
• Forza Rio (2007). Manual de
UDAC
treinamento. Rio, Brazil.
OGOC Uniform Distribution and Accreditation Center
Olympic Games Organizing Committee
• IX South American Games, Medellin.
(2009). Voluntario Medellín 2010. Manual
NOCs
de Formación. Medellin, Colombia: IX South
National Olympic Committees
American Games, Medellin.

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