Kauffman Center for the Performing Arts
FAQs for Volunteers
Topics:
- Signing up for a shift
o What do I do if my username and/or password for VolunteerMatters do not work?
If you are having problems logging into VolunteerMatters, please contact our Volunteer Coordinator, Jenne Stapleton, at or 816-994-7912.
o Are we allowed to sign someone else up for a shift if we know that he/she will not be near a computer when the shifts get released?
We allow volunteers to sign up for other people, but the unavailable volunteer will need to provide you with her/his VolunteerMatters username and password. Due to privacy concerns, we will not provide another volunteer’s login information.
o Why is a shift locked in a current month?
If a shift is locked, it means that the Volunteer Coordinator, Jenne Stapleton, has started a waiting list.
o How do I get on a waiting list for a performance?
We do maintain waiting lists for shifts that are full. Contact Jenne Stapleton at if you would like to be added to any waiting lists.
o I signed up for the shift last minute and do not see my name on the sign-in sheet. What do I need to do?
If you do not see your name on the sign-in sheet, please see the House Supervisor or a Team Captain after the volunteer briefing. They will add you to the list and find you a volunteer position for the shift.
- Comments in VolunteerMatters
o When I sign up for a volunteer shift, I want to make a special request (fear of heights, want to work with a friend, preferred level). How do I let the House Supervisor know?
We encourage volunteers to put any special requests or notes about personal preferences in the VolunteerMatters comments section when signing up for shifts. Keep in mind that VolunteerMatters will not let you add comments to a shift you are already signed up for, so be sure to add a comment as you sign up for every shift. Also, House Supervisors will always do their best to accommodate requests, but due to special circumstances, we cannot guarantee that we will fulfill every request.
o I heard from the House Supervisor that we should be adding comments to our shifts for any special requests, but how do I add a comment to a shift that I am already scheduled to work?
VolunteerMatters will not let you add comments to a shift you are already signed up for, so be sure to add a comment as you sign up for every shift. If you need to add a comment to one of your upcoming shifts, you can always withdraw yourself from the shift, and then redo the sign-up with your new comment. Also, House Supervisors will always do their best to accommodate requests, but due to special circumstances, we cannot guarantee that we will fulfill every request.
o Is there any way to make a permanent special request for the House Supervisor?
No, the only way to guarantee that the House Supervisor will see your request is to add it as a comment when you sign-up for each shift.
- Locked shifts
o Why is a shift locked when it’s more than two days away?
Once we start a waiting list for a full shift, we lock that shift in VolunteerMatters to prevent volunteers from taking any positions that could become available as volunteers withdraw from the shift. We want to fill those open positions with volunteers who are on the waiting list. Once we work through all the volunteers on the waiting list, we will unlock the shift in VolunteerMatters.
o If I cannot work a shift that is locked, how do I remove my name?
If you need to remove yourself from a locked shift, please call our Volunteer Hotline at 816-994-7935 and leave a message with your name and the shift you will not be attending. You are welcome to leave a reason for canceling, but it is not required.
- Calling off/Late Arrival
o If I cannot work a shift, how do I call off?
If the shift is not locked in VolunteerMatters, please withdraw your name from the shift. If the shift is locked in VolunteerMatters, please call our Volunteer Hotline at 816-994-7935 and leave a message with your name and the shift you will not be attending. You are welcome to leave a reason for canceling, but it is not required.
o If I’m running late for my volunteer shift, do I need to let the Kauffman Center know?
Yes. Please call the Volunteer Hotline (816-994-7935) to let us know that you will be arriving late for your shift. If you end up missing the volunteer briefing, please speak with your Team Captain so you can get all the necessary event information.
- Ticket Scanners
o I have never scanned tickets before. Is there special training for this job?
The House Supervisor will provide brief ticket scanning training at the beginning of your shift. No advance training is required.
o If I work as a Ticket Scanner, will I get to see the performance?
As with all volunteer positions, we cannot guarantee that a Ticket Scanners will get to see all of the performance. Typically, we ask all Ticket Scanners to stay in their positions until after the first late-seating opportunity. At that point, we ask one volunteer to remain at every building entrance until after the last intermission. As long as one volunteer remains at every entrance, the rest of the Ticket Scanners can go inside the performance hall to see the show. We do ask that you check-in with a Team Captain before entering the performance venue. Ticket Scanners can trade in and out for who will remain at the entrances, but this process will not be managed or monitored by the House Supervisor or Team Captains.
- First shift
o I work my first usher shift this weekend, and I am a bit nervous. What do I need to know when I arrive?
First of all, it is helpful if you indicate in the VolunteerMatters comments section that you are a new volunteer. We use that information to put you in an appropriate position and assign you to work with a more experienced volunteer when we can. When you arrive for your shift, please remember to sign in on the sign-in sheet in the Volunteer Office. You will also need to find a vest and a blank volunteer nametag. Be sure to look at the white board to see where the volunteer briefing will be held for your shift. If you ever have any questions at that time, feel free to ask another volunteer. All other questions will be answered at the volunteer briefing.
- Short shifts
o How do I sign up for a short shift?
Volunteers can only sign up for short shifts on the first day of the month that the event is scheduled within. For example, you would only be able to sign up for a short shift for the November 23rd Symphony Classics Concert on or after November 1st at 5:00pm. Ultimately, we want to give priority to volunteers who are willing and able to be here for the entirety of a shift. Also, not all volunteers are eligible to sign up for short shifts – see below.
o How do I qualify to work a short shift?
Short shifts are only available to volunteers who have achieved at least 100 volunteer hours. Also, in order to qualify, a volunteer must work at least one full shift (does not include open dress rehearsals, master classes, or student matinees) of that production prior to working a short shift. For example, a volunteer can work a short shift for the KC Symphony Classics Concert on Saturday, November 23rd only if they worked that same Symphony Concert full shift on Friday, November 22nd.
o How long do we have to stay for short shifts?
Short shift volunteers are expected to stay through the first late-seating opportunity (regardless of placement level) even if that opportunity is not until intermission. Also, short shift volunteers should not leave until they check-out with their Team Captain.
- Gift Shop Assistant
o If I am the Gift Shop Attendant, do I get to watch the performance?
The Gift Shop Attendant must remain in the gift shop while it is open (before the show, during intermission, and after the show). Volunteers in this role may get to see some of the performance, but it is not guaranteed. Before going inside to watch the performance, the Gift Shop Attendant must check-in with a Team Captain before entering the performance venue. Also, the Gift Shop Assistant must be back in the gift shop before the crowd releases for intermission and the end of the performance.
- Lotteries
o How do I sign up for a lottery performance?
Sign up for the lottery shift in VolunteerMatters, and you will receive a confirmation email stating that you have signed up for the shift. This email does not mean you have been selected to work the shift.
o How do I find out if I was selected to work a lottery performance?
The Volunteer Coordinator, Jenne Stapleton, will notify all volunteers whether or not they have been selected to work the lottery performance. Also, the VolunteerMatters lottery shift will be updated to reflect the selected volunteers.
o I was selected to work a lottery performance that I am not longer available to work. Can I give up my shift for my spouse/friend?
Volunteers who are not initially accepted for the lottery are placed on a waiting list. For the sake of fairness, when a volunteer position opens up for a lottery performance, the Volunteer Coordinator goes to the waiting list to fill that spot.
o If I was not selected to work a lottery performance, can I just show up to volunteer that night anyway?
No, only selected volunteers will be allowed to work the lottery performance.
- Coat Check Attendant
o If I work Coat Check, do I get to watch the performance?
Volunteers who work Coat Check must remain at their post throughout the performance.
o I have noticed that there is a lot of down time while working Coat Check. Can I bring something with me to pass the time?
The Coat Check Attendant is welcome to bring a small item (i.e., a book, a magazine, an I-pad, a phone, knitting tools, etc.) to help pass the time during a performance.
- Miscellaneous
o Who put together the placements for the performances?
The performance’s House Supervisor makes all the placements for that event.
o If I have an emergency when I am volunteering for a performance and I need to leave ASAP, do I need to check out with anyone? What if I am not able to find a Team Captain?
Please try to find a Team Captain or the House Supervisor to let them know that you need to leave immediately. If you cannot find anyone and need to leave, please call the Volunteer Hotline (816-994-7935) or email as soon as possible to let us know that you had to leave early.
o What do I do if I cannot find my nametag?
If you cannot find your nametag, please use one of the “Volunteer” nametags and please contact Volunteer Coordinator, Jenne Stapleton. She will provide further details on how to order you a new personalized nametag.
o When do I get a personalized nametag?
Once you have volunteered for 30 hours, the Volunteer Coordinator will order you a personalized nametag. Nametag orders are submitted once at the beginning of every month. If you reach 30 volunteer hours after the nametag order for current month, you will not receive your nametag until the following month. You will be notified via email when your personalized nametag is on magnet board.
o Are we supposed to stand at the door and use an open palm to point to the patron’s seat or are we supposed to escort the patron to his or her seat?
We prefer that ushers guide patrons to the row where their seats are located, but if circumstances prevent you from leaving your door (i.e., there are several groups of patrons that need to be late-seated in your section) you can use an open palm to point out the patron’s row.
o Can volunteers attend Open Dress Rehearsals as patrons?
No, presenting organizations invite specific guests to attend their open dress rehearsals.
Commonly Used Volunteer Terms
Volunteer Office
· The Volunteer Office is located on level 2 directly west of the Kauffman Center Box Office. We treat this space like a break room for volunteers, and it is also where we store the blue vests and volunteer name tags.
Sign-In Sheet
· Volunteers are asked to sign-in on the sheet near the vests inside the Volunteer Office. We also use this sheet to list all the volunteer assignments for the event. We often refer to this sheet as the assignment sheet or placement sheet.
Active Volunteer
· A volunteer is considered active by working one shift per month or an average of one shift per month in the last six months. If a volunteer does not work a shift for six months or more, that volunteer will need to go through the application and training process before returning to volunteer.
Volunteer Briefing
· All volunteers are required to attend the volunteer briefing with the House Supervisor at the beginning of the performance shift. At this briefing, the House Supervisor provides all necessary event details (how many patrons to expect, audience warnings, photography policy, etc.) Please see the dry erase board in the volunteer office to find out the location for the Volunteer Briefing.
Team Captain Meeting
· After the Volunteer Briefing, volunteers are required to attend the Team Captain meeting on their assigned floor. The Team Captain will go through emergency egress paths, post show assignments and answer any additional volunteer questions.