The access management team is responsible for overseeing overall access – both ingress and egress of people and vehicles – at the UEFA EURO 2020 venues (stadiums) during the operational period. Access management volunteers play an integral role by helping the venue access manager to implement the flow concept and steward dot plan, delivering training to security staff and helping accredited staff to access the venue during the operational period. On matchdays, access management volunteers help the venue access team to facilitate the smooth and timely ingress and egress of all target groups into and out of the stadium.
During the tournament, the stadiums will be divided into different zones, such as the pitch, dressing rooms and media areas. The accreditation team provides different groups of people with access to the zones in which they operate. These groups include players, volunteers, media, officials, service providers such as cleaners, public authorities and sponsors. To perform their role, each individual needs to be in possession of a valid accreditation pass, which they receive from the accreditation centre next to each stadium. The accreditation pass displays their personal details (name and photo), as well as the access rights assigned to them for their particular duties. The volunteers are involved in the whole process of accreditation.
The broadcaster services team will be responsible for ensuring that the match is broadcast to spectators all over the world. The broadcaster information team provides basic information on TV production and booking matters, general tournament information and tourist information to UEFA EURO 2020 broadcast partners (UBPs) that are on-site during the tournament. The broadcaster information desk will be a first point of contact for UBPs upon arrival at the international broadcast centre (IBC).
The main task of the broadcaster unilateral service volunteers at the venues will be to support the broadcast liaison officers at each venue, primarily on MD-1 and MD. Their duties will range from simple administrative tasks (e.g. photocopying, distributing information, or printing information contained in FAME – UEFA’s extranet system used to manage broadcasters’ bookings) to answering queries, distributing supplementary access devices (SADs) to broadcasters, guiding broadcasters to their various facilities in the stadium and helping them to deliver broadcaster services.
Around the stadium, the volunteers support the broadcaster service team in all areas of their daily work, gain insights into the processes of transmission and production routes, but must also be able to work under pressure with regard to operating times and physical fitness.
The ceremonies project will create and implement ceremonies and entertainment programmes at the 12 stadiums. The objective is to create a safe and enjoyable atmosphere in the stadium and provide a memorable experience for the fans. Volunteers will assist with the pre-match ceremonies (entertainment of fans inside and outside the stadium) and production (TV production, logistics).
UEFA ceremonies set the mood for our events, offering a warm and exciting welcome from UEFA and the host city to the fans, teams and hundreds of millions of viewers worldwide.
A ‘fantertainment’ programme is a live event held inside or around the stadium to welcome the fans and entertain them before the start of the match. UEFA uses this platform to create emotion and excitement among the spectators and thereby ensure a festive atmosphere in the stadium. During this time, the spectators become a symbol of unity and respect, having fun, singing and dancing together, regardless of which team they support.
Volunteers in this area will assist the local ceremonies coordinator during the running-in ceremonies in the stadium, but also outside the stadium. They have to be able to work under pressure in terms of time and physical fitness.
The commercial operations team leads the implementation of stadium marketing rights granted to commercial partners contracted by UEFA and its exclusive agent for national team competitions (CAA11) and assists official sponsors with their on-site activation programmes across the 12 venues. As such, the commercial operations team delivers, for each of the various rights and opportunities, guiding principles produced in consultation with internal specialists, as well as managing all planning and orders in cooperation with contracted sponsors. The commercial operations team, in consultation with CAA11, also manages all related communication with sponsors and other appointed affiliates.
The commercial operations team acts as an internal resource for commercial matters relating to stadiums and liaises with other project teams as regards the implementation of such rights.
Rights granted to tournament sponsors include exclusive association rights, rights and opportunities relating to guest experiences, brand recognition on UEFA-produced materials, on-site activation (including ‘sole and exclusive’ programmes) and, in some cases, the right to have products or services sold at venues.
The volunteers support the marketing team in all areas of their daily work, gain insights into the processes of sponsoring activities, but must also be able to work under pressure with regard to deployment times and physical fitness.
UEFA’s rights protection programme (RPP) aims to actively protect UEFA EURO 2020 intellectual property and prevent infringements of UEFA’s rights in relation to UEFA EURO 2020.
UEFA believes that protecting its intellectual property rights is fundamental to maintaining the sustained growth of European football. If UEFA did not protect its rights, then the value and quality attached to the activities conducted by UEFA would diminish. The commercial entities to which UEFA grants exclusive association rights recognise that these rights are valuable assets, and the revenue that the commercial exploitation of rights generates is redistributed by UEFA in such a way as to promote the healthy and continuous development of professional, amateur and youth football throughout Europe.
Rights protection volunteers will support UEFA’s on-site RPP activities with the aim of preventing unauthorised commercial activities (counterfeiting and ambush marketing) around UEFA EURO 2020 stadiums and at other key sites within the host city (e.g. around the host city fan zone, fan meeting areas and other locations of interest).
The event transport team is responsible for the planning and delivery of transport services. Volunteers work in the transport office/fleet compound or as coordinators/welcome personnel at airports, hotels and other locations. Their aim is to help and support customers by delivering a high-level transport service.
For UEFA EURO 2020, the event transport team will be responsible for providing transport for the 24 participating national associations, referees, doping control officers, match delegates, UEFA guests and staff.
The guest management and protocol team is responsible for guest management, welcome services and protocol matters for UEFA’s 17,000 VIP guests attending UEFA EURO 2020. Guest management operations are carried out at airports, hotels and stadiums, where national and international guests from the world of sport and politics will be welcomed. Guest management volunteers will be the first and main point of contact for these guests and are essential for the smooth delivery of the guest experience. They will welcome guests at airports, hotels or stadiums, provide them with information about the tournament and the host cities, and handle their questions and requests.
The hospitality production team for UEFA EURO 2020 is in charge of the development, implementation and delivery of hospitality and catering services for various target groups across all 12 stadiums. The team will provide matchday hospitality services such as catering and entertainment as part of the various hospitality programmes for VIPs, commercial partners and corporate hospitality guests. All guests will be hosted in hospitality lounges and private suites inside the stadiums before and after the matches. It is the hospitality production team’s responsibility to ensure that hospitality and catering services are delivered on time, to the agreed quality and within budget. Altogether, more than 120,000 hospitality guests will be hosted in the course of the 51 tournament matches.
The team through its dedicated concession team members is also in charge of delivering catering services for staff, broadcasters, media representatives, volunteers, youth programme teams and match officials (referees, medical providers, etc.) throughout the tournament, on both matchdays and non-matchdays. It is also responsible – through its concessions team – for implementing and managing the matchday food and beverage concepts for public concessions at stadiums, ensuring that products and services are of the required standard.
As members of the hospitality team, hospitality production volunteers will assist the venue hospitality manager/coordinator, as well as the concessions coordinator(s), helping to prepare for and carry out operational activities with a view to ensuring the best possible outcomes for the various projects.
The host broadcast logistics team coordinates and delivers a range of integrated support services to host broadcast (HB) staff and suppliers, as well as unilateral broadcasters. It works closely with the marketing host broadcast department to plan and implement the travel, transport, accommodation, accreditation, uniform and office needs of approximately 2,500 host broadcast crew, supervising the delivery of these support services at the venues. It also plans and delivers all logistical aspects of the international broadcast centre (IBC) in Amsterdam, from catering and laundry services to staff shuttles.
The volunteers support the host broadcast logistics team in all areas of their daily work, gain insight into the processes of the broadcasting activities by providing administrative support. Volunteers will also actually get involved; in particular, they should be able to work under pressure in terms of deployment times and physical fitness.
The information and communication technology (ICT) team for UEFA EURO 2020 delivers all communications and related services, as well as some hardware and specialist solutions and applications. The ICT team is responsible for the concept, set-up, operations and change management for all deliverables within its domain. In addition, approximately 4,000 journalists and photographers will be reporting on UEFA EURO 2020 on TV, online and on the radio every day. An IT and telecommunications network will be set up and maintained at every venue so that journalists and other personnel can enjoy the best possible working conditions. Volunteers in this sector will have a variety of tasks: providing IT services and support for matchday operations, staffing the information desk and back office, setting up the venue and operations, etc. They will gain insights into key areas of a complex organisation that most people never see.
The UEFA EURO 2020 mascot will bring the teams and fans together. The mascot will engage with young urban audiences across Europe. Relevant and engaging for fans, they will contribute to visual recognition and the creation of memorable moments at UEFA EURO 2020. They will raise interest and awareness globally and locally, especially in the host cities, countries in which the host cities are located and across Europe. The mascot will appear in every host city, bringing the spirit and identity of the tournament to life, connecting with fans and participating in promotional activities. The mascot is a key part of the UEFA EURO 2020 licensing programme and will form part of UEFA commercial partners’ activation plans for the tournament following its launch by UEFA.
The volunteer will accompany the mascot on MD, provide help to the mascot and take care of the mascot and the equipment.
Match organisation lies at the very heart of all UEFA EURO 2020 venue operations, as it deals directly with UEFA’s first priority – the sport itself. A successful match organisation project will make a major contribution to the overall image of the tournament and have a positive impact on the quality of the matches. The project’s main task is to organise the 51 matches and all services relating to sporting aspects of UEFA EURO 2020 in accordance with the highest international standards and UEFA regulations.
Volunteers will assist the UEFA match manager with the organisation and running of each match, including the official training sessions the day before the match. They will help to set up the dressing rooms, competition areas and match material. Volunteers will also take on various administrative tasks, preparing for and if appropriate, attending meetings.
The media services and operations project (MOPS) is responsible for the planning and delivery of facilities and services for the 3,000+ local and international media representatives who are expected to be accredited for UEFA EURO 2020. The main elements of the project are as follows.
- Working conditions: each stadium will have its own media centre, media tribune, press conference room, mixed zone and photo positions around the pitch and in the tribune.
- Media accreditation and booking services: the team will manage the accreditation processes and arbitration for tournament passes and individual match-specific bookings, including the on-site delivery of the relevant access devices.
- Information services: the team will operate the media channel, UEFA’s online media information and content platform, as well as producing media guides and in-tournament information resources.
- Event operations: MOPS will also coordinate the official media activities of the competing teams in accordance with the tournament regulations.
Each venue will be staffed by a venue media manager and two venue media assistants, to whom the volunteers will report. In addition, two UEFA media officers will coordinate the media obligations of the competing teams.
At UEFA EURO 2020, a team of ‘mobility makers’ will act as the face of the tournament and will be responsible for ensuring that our 2.8 million ticket holders have the best possible matchday experience. Mobility makers will operate at each of the 12 UEFA EURO 2020 venues, supporting the spectator client group and providing a range of services. They will be managed by the spectator services venue manager. All members of the team will be trained to provide both directions and information, and they will also be responsible for delivering a small number of key stadium functions, such as language services, mobility support, luggage storage, and spectator information points.
The signage project includes the production and installation of all branding elements that form part of the stadium dressing (for all UEFA target groups, TV, media and hospitality), as well as similar branding for specific areas of official hotels and airports. We decorate the stadiums with the UEFA EURO 2020 brand and are in charge of all UEFA EURO 2020 printed material for all projects across the venue. We also implement the EURO-specific wayfinding concept and deliver signage rights for UEFA partners, especially LED pitch perimeter board advertising and media backdrops.
The signage-volunteers are supposed to support the team in their daily work, gain insights into sponsoring and signage regulations and be regular part of the team. In particular, they should be able to work under pressure with regard to deployment times and physical fitness.
The venue operations teams (Turnstile-, Perimeter- und Medical-Volunteer) at the various stadiums are responsible for facilitating the overall access, ingress and egress of spectators, guests, staff and vehicles at each UEFA EURO 2020 venue by supporting the stewarding, access, ticketing, media/TV operations and hospitality projects on matchdays. Volunteers in this area will play an integral role by helping those projects to implement matchday access procedures, providing information and directional guidance to spectators, guests and staff, and assisting first-aid teams by acting as interpreters.
The sustainability project concentrates on social, environmental and economic priorities, in particular by:
- promoting a healthy lifestyle by implementing a no-smoking policy within stadiums;
- promoting and improving the accessibility of stadiums for disabled spectators;
- optimising transport and mobility;
- optimising waste management by reducing, reusing and recycling (‘3R’ strategy);
- optimising energy and water consumption while promoting renewable energy sources;
- promoting responsible sourcing of products and services.
Volunteers in this area will provide assistance to disabled spectators, support audio-descriptive commentary services and raise awareness among spectators, staff and volunteers. In addition, these volunteers pay attention to smoke-free stadiums and the observance of fundamental respectful treatment and behaviour in and around the stadium.
The technical services and overlay project manages the planning, provision and implementation of services and temporary infrastructure as requested by internal and to some extent, external stakeholders to bridge the gap between the existing conditions at the venues and the greater requirements of a major sports event. Sub-projects within this area relate to power supply, water supply, temperature control, waste management, sound systems and giant screens, venue TV and radio frequencies, and temporary infrastructure.
Volunteers in this area assist in maintaining the existing infrastructure, possibly helping with installation work and technical service. A basic technical understanding and great communication skills are required in this area.
A total of almost 3 million match tickets will be available for UEFA EURO 2020. These tickets will be distributed to customers by courier, via on-site collection points or through an app on the customer’s mobile phone. Ticketing volunteers are essential to the delivery of the ticketing project and will often be the first point of contact for ticket holders. They will deal with any customer queries and provide customer services in accordance with the ticketing policy and will help to enhance the customer experience for the event. Volunteers will also be heavily involved in on-site operations and the ticket collection, activation and access processes. They will also assist the ticketing team with troubleshooting at the various ticketing locations in each host city and at the stadium.
The venue logistics team manages the venue offices and oversees staff needs at the UEFA EURO 2020 venues. One of the first teams to arrive at the venues, its responsibilities include supervising the setting-up of offices and furniture, managing office and stationery supplies, distributing staff uniforms, setting up and overseeing staff break areas, liaising with staff hotels (early/late check-ins/-outs, information board in reception, etc.), managing staff’s daily commutes from hotel to venue, and overseeing general office responsibilities and staff needs at the stadium.
The volunteers deployed here will support the venue logistics team throughout the entire period of the stadium administration, which is why they should have high availability from mid-May onwards. They will become well versed in and around the stadium and should be able to carry out minor administrative tasks as well as some minor physically demanding tasks.
The venue management team has overall responsibility of what happens at the venue and, through the venue manager, has the authority to arbitrate if issues arise between projects at the venue. Volunteers in this area support the daily work of the venue manager and his/her team.
High availability and resilience are also indispensable in this area.
All volunteer-related activities will be planned and implemented by the volunteer management team. This team will look after the volunteers and ensure that everything runs smoothly. It will also deal with training, job allocation, the volunteer centre, catering and the volunteer culture.
Volunteers in this area support the volunteer management team in their daily work, have a high level of availability and act on their own initiative, responsibly, but also with a hands-on mentality. They can also be used as jumpers in many areas.
The given data are as of May 2019 and can still be adapted and changed.
Low = 4 – 9 days
Medium = 10 – 20 days
High = 21 – 40 days
The period of service depends on the specific role in each domain.