Workforce Operational Handbook

For many participants, you are the face of COP17 and the first Mongolian they will meet. For thousands of years, life on the vast steppe depended on welcoming strangers with warmth, food, and guidance. Today, that legacy defines how Mongolia welcomes the world.

Every interaction—whether guiding a delegate, answering a quick question, or maintaining a room—contributes to Mongolia's reputation as a capable host, a trusted international partner, and a nation with a rich cultural heritage.

• Courtesy & Warmth: Welcome guests with patience and an approachable demeanor.
• Proactive Support: Offer help before being asked if someone appears lost or uncertain.
• Reliability: Follow through on questions and verify facts before sharing information.
• Inclusivity: Ensure every participant feels valued, respected, and supported.

English is the main working language for operations, but attendees come from diverse linguistic and cultural backgrounds.

• Pacing & Tone: Speak calmly at a moderate pace. Use simple, direct language.
• Avoid Local Slang: Refrain from using idioms or informal expressions that may confuse non-native speakers.
• Verify Understanding: Confirm details before ending a conversation. If you do not understand a question, politely ask for clarification or seek help from a supervisor. Never guess.
• Active Listening: Allow participants to finish speaking before responding, especially during busy periods.

• Open-Hand Gestures: Pointing with a single finger can be seen as impolite in many cultures. Always offer directions using an open hand.
• Offering & Receiving Items: When handing over badges, maps, documents, or water, offer and receive items with your right hand or both hands to show respect.
• Approachability: Maintain natural eye contact, smile genuinely, and keep a calm composure under pressure.

COP17 brings together people from all over the world to address vital global environmental issues.

• Cultural Respect: Treat every attendee equally regardless of nationality, gender, age, religion, or background. Be mindful that norms regarding personal space and greetings vary globally.
• Environmental Values: Mongolia’s identity is deeply connected to its grasslands, mountains, and rivers. Lead by example by supporting waste sorting, using water refill stations, minimizing paper, and conserving energy.

Feel proud to share Mongolia’s heritage with curious visitors, keeping information accurate and friendly.

• Nomadic culture, traditional gers, and sustainable pastoralism
• The Naadam Festival, eagle hunting traditions, and national sports
• Traditional arts: Khöömii (throat singing), Morin Khuur (horsehead fiddle), and calligraphy
• Mongolia’s landscapes, national parks, and environmental restoration goals

Ger Etiquette (Pavilions & Tours)

• Allow the host to welcome and guide you into the ger.
• Never step on the wooden threshold (bosgo).
• Walk around the central stove or support columns as directed by the host.
• Accept offered tea or refreshments, even if only symbolically.

Sacred & Cultural Sites (Monasteries, Ovoos, Memorials)

• Dress modestly and follow instructions from local guides.
• Always check for signage or ask permission before taking photographs.
• Maintain quiet respect in areas designated for worship or traditional ceremonies.

While you represent Mongolian hospitality, you are also supporting an official United Nations international event.

• Political Neutrality: Remain completely neutral while on duty. Do not express personal opinions on international negotiations, national positions, or policy debates.
• Confidentiality: Respect participant privacy. Never share confidential operational details or speculate on conference outcomes.
• Official Channels: Direct media inquiries to authorized COP17 spokespersons and follow established reporting channels for all operational issues.

• First Impressions Matter: A warm greeting sets the tone for a participant's entire day.
• Respect Difference: Never make assumptions based on appearance, language, or background.
• Help Find Answers: If you do not know the answer to a question, walk the participant to an Information Desk or contact your supervisor.
• Combine Warmth with Professionalism: Mongolian hospitality and international UN standards work hand-in-hand.

Long after the conference ends, delegates may forget specific meeting rooms, but they will always remember how warmly they were welcomed by the people of Mongolia.

The Blue Zone is the official conference area managed under United Nations authority. This is where formal negotiations, country pavilions, bilateral discussions, plenary sessions, and official side events take place. Access is strictly limited to accredited participants and authorized personnel.

• Safe and secure operations
• Efficient participant movement
• Accurate information delivery
• Reliable meeting room support
• Timely venue readiness
• High accessibility and sustainability standards

• Security & Accreditation: Security screening is mandatory. Access is governed strictly by accreditation badges. Never bypass security procedures or allow participants into areas above their badge privileges.
• Meeting Room Management: Meetings follow strict schedules. Keep entrances clear, minimize corridor noise, manage participant flow, and report ICT/technical issues immediately.
• Country Pavilions: Pavilions operate independently under COP17 policies. Assist them with wayfinding, logistics, accessibility, and visitor info.
• Confidentiality: Discussions within the Blue Zone may be sensitive or non-public. Respect privacy, avoid discussing confidential proceedings, and never speculate on outcomes.

• Blue Zone: https://www.cop17bluezone.com/
• Green Zone: https://cop17greenzone.com/#official

The COP17 Green Zone is an open public platform where communities, researchers, businesses, civil society, students, innovators and visitors come together to explore practical solutions, exchange ideas and experience the connection between land restoration, sustainability, culture and innovation.

• Enhanced visitor experience
• Public safety & crowd management
• Clear information services
• Cultural hospitality & engagement
• High accessibility & sustainability visibility

• Public Interaction: Visitors may be unfamiliar with the UN or venue layout. Explain event locations, programme highlights, and transport using clear, non-technical language.
• Queue Management: Manage crowds at popular exhibits by communicating expected wait times, keeping emergency/accessible pathways clear, and coordinating with security.
• Family-Friendly Care: Direct visitors to family amenities, maintain accessible routes, and escalate welfare concerns promptly.
• Sustainability Showcase: Encourage visitors to use water refill stations, sort waste, and avoid single-use plastics.

Personnel working across or managing transition areas (shared entrances, security checkpoints, shuttle hubs, information kiosks) must focus on:

• Security Checkpoints: Guiding participants through screening while maintaining flow.
• Wayfinding: Clear signage and verbal guidance for delegates moving from negotiations to public exhibits.
• Shuttle & Transport Points: Assisting with continuous connection between zones.
• Incident Escalation: Coordinated emergency response across both UN and local authority jurisdictions.

Deliver a welcoming, professional, and solution-oriented experience for all participants.

• Greet participants warmly and proactively.
• Listen fully before responding.
• Take ownership of questions and follow through to resolution.
• Offer helpful solutions whenever possible; escalate thoughtfully when needed.
• Use positive, encouraging language and respect cultural differences in every interaction.

Provide accurate guidance while helping participants navigate the conference venue efficiently.

• Study venue maps to guide attendees confidently.
• Review the Daily Programme every morning to remain updated on session changes.
• Identify key services (Medical, Catering, Restrooms, Media) for quick direction.
• Direct participants to official sources (Conference App, Information Desks) rather than giving unverified advice.

• Venue Guides for Blue and Green Zones:
• https://culture.unccdcop17.org/
• Daily Programme
• Blue Zone: https://www.unccd.int/cop17/programme/agenda
• Green Zone: https://www.cop17greenzone.com/schedule
• Official COP17 Conference App
• Download the official COP17 application for visitors:
• App store: apps.apple.com/…
• Google play:
• play.google.com/…

If you witness any dirt or a spot that needs a cleanliness and hygiene service, please fill out an online request form or contact our Call Center to dispatch assistance immediately. As a member of the Blue Zone Venue Operations Center (COC) workforce, your vigilance and hard work keep our venue running smoothly across all core operations. By staying attentive and coordinating via digital request forms or phone calls, you help ensure a safe, immaculate, and welcoming environment for every COP17 participant.

• Online Request Form: https://cop-17.yutoflow.com/
• Call Center: +976 77072217

Promote timely, accurate, secure, and professional communication across all operational teams.

• Use official channels (designated radio channels, official messaging apps, emergency phones) for operational communication.
• Verify information before broadcasting or passing it along.
• Maintain radio & phone etiquette: Be concise, calm, clear, and professional.
• Report incidents promptly using established operational protocols.

The primary information flow shall follow this path:

Incident reports shall be communicated concisely using the following structure:

The staff member who first detects an incident must transmit the facts and circumstances TRUTHFULLY AND ACCURATELY. The risk severity level is determined and confirmed EXCLUSIVELY by the Risk and Rapid Operations Center — team and zone leaders are strictly prohibited from assigning severity levels. IN CASE OF DOUBT, TREAT IT AS A HIGHER SEVERITY LEVEL.

Ensure the safety, physical security, and well-being of all conference participants and workforce members.

• Know emergency exits, evacuation routes, and assembly points in your operational area.
• Report hazards (slips, blocked exits, exposed wiring) immediately to Venue Operations or Safety leads.
• Follow emergency instructions from UN Security and local emergency personnel without delay.
• Prevent panic by sharing only verified information. Never spread unconfirmed rumours.

• Emergency Response Plan
• https://unccdcop17.org/evacuation-guideline

Support equitable, dignified, and frictionless participation for all attendees.

• Keep accessible routes clear of obstacles, equipment, or signage.
• Recognize hidden disabilities (e.g., support the Hidden Disabilities Sunflower Programme).
• Offer assistance kindly, but ask before acting and never make assumptions about a person's capability.
• Use inclusive, respectful language.
• Refer specialized requests (e.g., assistive listening devices, mobility assistance) to dedicated Accessibility Desks.

Support COP17's commitment to low-emission, waste-conscious, and environmentally responsible operations.

• Minimize paper usage: Promote digital schedules and the official Conference App.
• Waste Management: Sort waste correctly into designated streams (recyclables, compost, landfill).
• Eliminate single-use items: Utilize water refill stations and encourage reusable containers.
• Energy Conservation: Turn off lighting, screens, and equipment in inactive rooms.

Every operational division functions under specific procedures tailored to its technical responsibility while supporting general conference objectives. Refer to your respective SOP manual for full technical guidelines:

• Volunteers: Primary point of contact for participant guidance, crowd assistance, and info desks.
• Liaison Officers: Assigned support for VIPs, delegations, and ministerial representatives.
• Registration & Accreditation: Badge issuance, system credential verification, and access controls.
• Information Services: Desk staffing, inquiry handling, app support, and daily program updates.
• Protocol: Diplomatic etiquette, VIP lounge management, seating arrangements, and official ceremonies.
• Media Operations: Press center management, media briefing support, and broadcast logistics.
• Transport & Logistics: Shuttle management, fleet dispatch, traffic control, and freight delivery.
• Catering: Food court oversight, dietary compliance, waste reduction, and delegation dining.
• ICT & Technical Support: Network infrastructure, AV equipment, translation hardware, and cyber security.
• Venue Operations: Room readiness, flow management, space allocations, and signage placement.
• Facilities & Engineering: Power maintenance, HVAC systems, physical setup, and structural repairs.
• Cleaning & Waste Management: Sanitation, continuous venue maintenance, and waste sorting.
• Medical Services: First aid stations, emergency medical care, and hospital transport coordination.
• Sustainability Team: Environmental audit, green compliance tracking, and waste diversion management.

Accompanying Staff: One (1) official staff member will accompany the Head of Delegation.

Heads of Delegation ranked Deputy Minister or higher will be assigned one (1) dedicated passenger car for local transportation in Ulaanbaatar.

• Accompanying staff can travel between hotels and the conference venue free of charge using the official shuttle bus upon presenting their conference badge.

• Ulaanbaatar-based Diplomatic Missions and IO offices will be issued one (1) vehicle venue access permit per mission by the Ministry of Foreign Affairs (MFA). Vehicle details must be submitted to Attaché Munkhkhuslen at the MFA Protocol Department.
• Countries Without Local Embassies: Delegates may rent local vehicles; however, venue access permits cannot be issued for rental cars.
• General Delegates: All other official delegates are entitled to free shuttle bus transport between their hotels and the venue upon showing their conference badge.

• Requirement: Delegates from countries without bilateral visa exemption agreements with Mongolia must apply for an entry visa.
• Online Visa Application: Apply online via the official portal:👉 https://isf.mn/en/service/visa-permit/cop17(Applicants must attach their confirmed UNCCD registration letter).
• Support: For e-visa inquiries, contact support@immigration.gov.mn.

• Scheduling Bilateral Meetings: Requests for bilateral meetings for Heads of Delegation should first be coordinated with the respective country desk officer and then registered with the MFA.
• Primary Contact:
• Ms. B. Munkhchimeg, First Secretary, Department of Multilateral Cooperation, MFA
• Email: munkhchimeg@mfa.gov.mn

Welcome aboard! As a volunteer at COP17, you’re not just helping to run an event. You are stepping into the global stage. Conferences of this scale rely on the energy, warmth and dedication of people like you to turn complex diplomacy into a smooth, friendly and welcoming reality.

For the delegates, world leaders, scientists, and activists, you’ll be the face of COP17.

You’ll interact with people from every corner of the earth. Every interaction you have is an opportunity to show Mongolian hospitality.

The skills, networks and perspective you gain here will stay with you long after the conference concludes. You are gaining firsthand experience from a major international conference.

• Wear comfortable shoes. Because you’ll easily take thousands of steps each day across large venues.
• Bring a reusable water bottle to use at filling stations.
• Shifts can be lively and busy. So schedule your breaks to rest your feet thoroughly.
• You have to master the venue. People will ask you for directions all day long.
• Download the official conference app and keep a venue map saved on your phone for quick reference.
• Look out for your teammates. We succeed together.
• Patience, an open mind, and a welcoming smile are your best tools.
• Your positive attitude, patience, and encouraging smile can turn around someone’s stressful day.
• Wear your badge with pride!

Thank you for bringing your time, energy, and heart to COP17!