Full-Time, hybrid

The Volunteer Support & Services team is responsible for ensuring volunteers, girls, and their families within our 18-county footprint feel engaged and have a positive beginning the day they join and all throughout their Girl Scout experience. Through friendly and helpful on-boarding, in-person and virtual learning experiences, volunteer support in applying the Girl Scout Leadership Experience, volunteer recognition, volunteer leadership support teams, conflict resolution and policy compliance the aim is to achieve member satisfaction and retention. 

Position Summary: Engaging Service Units (SU), Troops, and caregivers in raising happy, confident, active girls by increasing awareness of Girl Scouts' unique value and expertise and encouraging participation that delivers on the mission and benefits of the Girl Scout Leadership Experience and increases girl and adult retention. 

Major Accountabilities: 

· Oversee, promote, and maintain the Annual Renewal campaign which includes spring, on-time, and lapsed member renewal strategies; Train new staff on these campaigns. 

· Coordinate and plan volunteer events as determined by department and council goals; includes service unit meetings (in-person and virtual), annual recognition event. Work with Manager of Volunteer Experience to develop a template for Service Area Leadership Team Meetings.

· Liaison with other departments regarding communication to service team volunteers, retention and renewal campaign to maximize collaborative efforts to encourage girl and volunteer participation and increase retention. 

· In collaboration with a cross functional team, develop, implement, and monitor processes that regulate the troop life cycle, including onboarding, failure to launch, at risk, merging, disbanding, graduating, lapsed or abandon. These processes include timelines that alignsalign with recruitment season, product sales processing, and data quality and should be audited annually.

· Promote member usage of GSNEO systems. Ensure staff, troops and families are informed and well versed on systems like Rallyhood, Get Connected, MyGS, including: the Volunteer Toolkit (VTK), gsLearn, etc. and continue to utilize the amazing resource provided by GSNEO and GSUSA.

· Using best practices, national and local resources, share training and support for troop volunteers to ensure they feel supported and prepared to lead a girl-led, cooperative learning, and learn-by-doing girl experience.  Promote and manage the recommended Troop and Caregiver Meetings outlines.

· Collaborate with Customer Care Team and Membership Data and Systems Manager to develop onboarding, training including Looker, and support materials for the Service Unit Registrar volunteers to provide local, personal, support to girls/troops.

· Collaborate with the Manager of Volunteer Experience to plan and implement the process and reporting for regular communication with troop leadership, to ensure that every troop receives a minimum of one support/check-in communication per year, additional communication will be need by some troops (new, at-risk, etc.) with VSS staff.  

· Leverage council communications to support, inform, and engage volunteers and families including e-newsletters, Rallyhood, council website, gsLearn, and social media communications. 

· Oversee, refresh annually, and promote the GSNEO retention programs such Super Troop, SU Honors and SU Event of Excellence program to recognize service units and troops that incorporate all facets of the Girl Scout Movement into their activities. 

· Coordinate and manage the Volunteer Engagement & Retention Committee.

· Stay connected and apprised of and leverage national resources that support troop leaders and families.

· Provide input to the development of Volunteer Policies, Volunteer Essentials, and Safety Activity Checklist updates. 

· Work with Chief Volunteer Support & Services Officer and the Manager Volunteer Experience to set and monitor girl and volunteer retention goals by program grade level.

· Other duties as assigned to promote the successful implementation of GSNEO’s goals/objectives.

· Bachelor's degree with concentration in social sciences or related field of study, or equivalent experience

· Minimum of three (3) years volunteer management or customer service experience

· Strong human relations skills such as leadership, networking and relationship building

· Comfortable and effective ability to communicate virtually

· Ability to prioritize and execute tangible actions

· Ability to pay close attention to detail and maintain confidentiality

· Ability to communicate the written and spoken word with tact, diplomacy, and/or authority when necessary

· Well disciplined, able to meet deadlines, self-starter

· Able to work under pressure of many priorities and deadlines

· Ability to work well as a part of a team

· Commitment to inclusiveness

· Advanced Microsoft Office Suite computer skills