The Invictus Games Toronto 2017 Organizing Committee (IG2017) is responsible for delivering an accessible Games. Accessibility is about removing barriers for persons with a disability so all people can participate in a meaningful way — not as an afterthought or work around. Persons with a disability will be participating in the Games in various official capacities and as visitors. Volunteers should always focus on the person and not the disability when interacting with persons with a disability. Respect and good communication skills are most important — remember to always ask first if someone requires assistance before offering or jumping in to help. Volunteers will receive more information about accessibility during their training sessions.


Invictus Games Toronto 2017 volunteers must wear their accreditation pass at all times when performing their Games role and report lost or stolen passes immediately. Volunteers may not enter restricted areas without proper accreditation or authorization, and passes may not be loaned or given to another person. Volunteers who use their accreditation privileges inappropriately may have their access revoked.

Approaching Competitors and Dignitaries for Photos/Autographs

Remember that competitors are here to compete, and their preparations could be disrupted if approached. It is inappropriate to ask competitors or dignitaries for autographs or photos when volunteers are working their volunteer shift or if they are wearing their uniform and accreditation pass.

Bringing Family Members, Friends and Children to Work

Volunteers are not permitted to bring friends, family members or children to the workplace while on shift or attending a training session. Access will be granted to accredited IG2017 workforce members only.

Confidential Information

Invictus Games Toronto 2017 volunteers are required to protect confidential information about IG2017, the Games Family and any other relevant parties before, during and after the Games. Confidential information (addresses and telephone numbers of Invictus Games Toronto 2017 workforce and/or information that could compromise the security, staging or organization of the Games) should never be discussed or disclosed to anyone other than those authorized to receive it

Contact with the Media

Members of the media who request comments or information should be politely directed to the venue press manager or supervisor/manager (when a volunteer is unable to contact the venue press manager). This process will ensure the media receives accurate information through the appropriate channel. Similarly, Invictus Games Toronto 2017 volunteers are not permitted to give interviews, appear in promotions, advertisements or endorsements or give assistance to the media in relation to any story concerning the Invictus Games Toronto 2017 Games or IG2017 without prior consent from IG2017.

Criminal/Illegal Activity

Complying with laws is the foundation upon which ethical behaviour is built. All Invictus Games Toronto 2017 volunteers, staff and contractors must obey all the laws, rules and regulations of the city, province and country in which they do business. Any Invictus Games Toronto 2017 volunteer found to be engaging in criminal or illegal activity will be referred to the police.

Diversity and Inclusion

The Invictus Games Toronto 2017 Games will bring together competitors, dignitaries, visitors, officials, staff, volunteers and media with a range of cultural and language backgrounds. Being aware and respectful of the different life experiences, cultures and abilities of our clients is an integral part of IG2017’s commitment to service excellence. All Invictus Games Toronto 2017 volunteers should strive to create an inclusive environment — one where everyone feels welcomed, respected, supported and valued, regardless of their differences.

Here are some general tips for creating an inclusive environment:

□ Treat everyone with the same level of respect and dignity.

□ Be careful not to make assumptions based on someone’s appearance; treat each interaction as new and each person as an individual.

□ Focus on the person, not their difference.

□ Check that people are comfortable with what is being asked of them.

□ Encourage inclusive behaviour with co-workers.

For example, comments (including jokes) about particular cultures, races, gender, sexual orientation or ethnicities are not acceptable.

Drugs and Alcohol

IG2017 prohibits the possession, sale, distribution, use or being under the influence of alcohol, illegal drugs or any other substances that may affect performance and behaviour in the workplace. Use of illegal drugs or other performance-impairing substances prior to and/or during a volunteer work shift is not allowed and may result in termination.

Facilities and Property

All Invictus Games Toronto 2017 volunteers are required to use IG2017 property responsibly. Property includes all consumables and equipment such as stationery, communications devices, computers, office equipment and sport equipment. Volunteers are not permitted to remove IG2017 property from its premises and/or use the property for private purposes without prior approval from a manager/supervisor. Theft, damage to or misuse of IG2017 property is explicitly prohibited and will be treated as a serious offense.


Gambling is prohibited on IG2017 premises, including all Invictus Games Toronto 2017 competition and non-competition venues. In addition, volunteers are not permitted to use IG2017 telephones, computers or equipment to conduct gambling activities during a volunteer shift or while in uniform.

Gifts, Gratuities, Benefits and Entertainment

Invictus Games Toronto 2017 volunteers are not permitted to solicit or accept benefits, entertainment or gifts in exchange for carrying out their duties. Volunteers should politely decline gratuities under all circumstances. A recognition program will be in place to celebrate volunteers and their contribution to the Games.

Personal Property

Volunteers should not bring personal valuables, including, but not limited to, portable music players, cameras, tablets and laptops to work. There is no secure storage available for personal items. IG2017 will not assume responsibility for loss, theft or damage to volunteers’ personal possessions.

Professional Behaviour

IG2017 volunteers have a responsibility to act professionally at all times and to be alert, friendly and committed to service excellence while performing their roles. Obscenities, offensive language and inappropriate jokes are unacceptable in the workplace. If these issues arise, a supervisor/manager will discuss the relevant concerns with the volunteer and will seek to resolve the matter in a timely, courteous and confidential manner.

Dismissal can occur as a result of consistent unprofessional behaviour or serious misconduct. IG2017 will always attempt to resolve any issues fairly and equitably. In such cases, your supervisor/manager will discuss the relevant concerns with you and seek to resolve the matter in a timely, courteous and confidential manner.

Selling or Canvassing On-Venue

Volunteers must not engage in personal business or other interests during scheduled volunteer hours, on-venue or when in uniform. This includes displaying or distributing posters, pamphlets and catalogues, and/or approaching colleagues or spectators in relation to those activities.

Smoke-Free Environment

IG2017 is dedicated to providing a healthy, comfortable and productive work environment for its workforce. As required by government legislation, smoking is not permitted inside work premises or within 20 metres of a spectator area. For some venues, this distance may extend beyond the physical building boundaries to include the venue’s perimeter. Please also refer to the non-smoking perimeters outlined in venue-specific training when completed. Even when Invictus Games Toronto 2017 volunteers are outside of the venues, they are expected to keep the premises clean and appealing to visitors. Smoking is only permitted in the designated smoking areas. Volunteers may not smoke while on duty.

Social Media

Volunteers who choose to share their Games experiences via social media should do so in a way that respects others and does not infringe on the rights of other Games partners or media, sponsors and organizers.

Social media guidelines to consider:

□ Behave professionally and in a manner that reflects the spirit of the Games. Don’t insult anyone or say anything that could be construed as offensive. Be positive.

□ Views expressed on social media are the volunteer’s own and he/she is responsible for them. Volunteers should not post anything that wouldn’t be said in public.

□ Don’t take pictures of athletes and dignitaries and post them on social media sites.

□ Don’t share any personal or confidential information about anyone else.

□ Don’t share information that might compromise the security, staging or organization of the Games.

□ Don’t intrude on others’ privacy – ask permission to take photographs to share on social networks.

Photos and videos must only be for personal use and not commercial gain. For example, volunteers can post photos on their personal social media account pages, but photos cannot be sold. Volunteers must not share video or audio recordings of any event that occurs at a venue that requires accreditation or tickets for access, such as training, competitions or ceremonies.


Training provides exciting and important components to the volunteer experience, as well as valuable information to help volunteers complete their roles safely and effectively. Volunteers are required to complete all designated training.

Whistle-Blower Policy

Invictus Games Toronto 2017 volunteers have a duty to report any concerns to their immediate supervisor so that a prompt investigation, and corrective and preventative actions can be taken.

Please report any activity that:

□ You believe contravenes the law.

□ Violates the policies that will be outlined in the Invictus Games Toronto 2017 Volunteer Handbook.

□ Represents a misuse of IG2017 property or resources.

□ Represents a danger to public health, safety or the environment.

Unauthorized access

Volunteers may only access their assigned venue when scheduled for a shift. Volunteers who attend a venue in a spectator capacity must have a ticket. As a spectator, volunteers are considered to be off-duty and must not wear their accreditation pass or uniform to access back-of-house or other accredited zones.


All Invictus Games Toronto 2017 volunteers will be provided with one uniform kit. Volunteers are responsible for the care and safekeeping of their uniform items and are required to maintain a high-level of personal hygiene and remain neatly groomed and presentable while in uniform. Uniforms should be worn and maintained with pride and in accordance with the uniform guidelines. In addition to the uniform, any visible clothing items must be free of any logos, marks or emblems. Please note that volunteers who choose to travel to and from the Games in uniform will be highly visible as a representative of the Games.