Girl Scouts Heart of the South builds girls of courage, confidence, and character, who make the world a better place and provides training and support to the adult volunteers who guide them. We are passionate about girl and adult leadership development and want individuals who are confident, energetic, self-starters who love communicating with people and connecting to the community
on our team. You must have drive and be able to work in a fast-paced environment, excel when given a challenge, and adjust well to change. You must be an excellent communicator with a desire to positively impact the lives of girls and the ability to enthusiastically share the Girl Scout story.
The Director of Member Support is responsible for onboarding and training new and existing volunteers and ensuring a high level of support is provided to all adult and girl members. Emphasis is placed on overseeing the effective delivery of the Girl Scout Leadership Experience through providing resources, guidance, and training to troop leaders and service team members. They are well versed in and knowledgeable about the Girl Scout Leadership Experience, the Girls Guide to Girl Scouting, Girl Scout ways & traditions and all GSUSA and local council policies and procedures.
This position is also responsible for understanding and applying our suite of technology platforms and functionalities and their related impacts on customers. Additionally, they are responsible for leading, reviewing and tracking the Volunteer Systems renewal/retention processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Supports achieving the council’s goals for providing best in class support and customer service to adult and girl members by:
• Developing, coordinating, and implementing strategies that assists volunteer support team in delivering a consistent, effective, high-quality Girl Scout Leadership Experiences to girls and volunteers
• Ensuring the delivery of ongoing volunteer engagement, direction, mentoring and support in key service areas such as grade-level guidance; troop finances, management and operations; troop leadership; troop traditions and activities; Journeys, proficiency badges, and volunteer recognitions and adult learning opportunities.
• Coordinating scheduling, facilitating, ensuring the facilitation of, and/or assisting with all adult leadership development efforts across the council
• Assisting volunteers and volunteer support staff with interpreting and carrying out Girl Scout Heart of the South and GSUSA standards, policies and procedures
• Establishing and implementing procedures that ensure volunteers obtain training that’s aligned with their interest and/or volunteer responsibilities
• Working with member support team to serve as Council liaisons to service team volunteers and troop leaders
• Providing guidance/input to GSHS staff and member support team on the appointment, release, & reassignment of volunteers
• Leading the implementation of renewal campaigns and processes that may include lapsed member, individual, troop, and family memberships
• Working with service unit teams and member support staff to communicate and/or bridge girl to troop placement gaps
• Setting ambitious but achievable annual membership renewal goal for girl and adult members
• Ensuring and/or coordinating the completion of service unit meeting visits and leader meetings when necessary
• Optimizing the use of technology in providing support to volunteers
• Ensuring Girl Scouting is open to all girls and adults by delivering the Girl Scouts message of pluralism and diversity to members of the council 3. Works interdepartmentally to ensure Council goals are met by:
• Working with cross-functional teams to determine or develop innovative techniques to ensure effective member support
• Fostering a commitment to a team approach that promotes partnerships between departments
• Displaying the ability to collaboratively define boundaries and outcomes of work responsibilities
• Promoting and assisting with Council wide programs, activities, events, public relations and/or fund development endeavors as needed
• Excellent oral and written communication skills
• High level of interpersonal and customer service skills
• Able to work effectively under pressure with multiple priorities and deadlines
• Able to maintain a high level of confidentiality, solve problems and make ethical decisions
• Highly organized, with superior problem resolution and analytical skills
• Ability to network effectively with volunteers, girls and parents, and community groups reflective of the council’s diversity
• Ability to plan and implement a multifaceted workload with minimum supervision and as a member of a team
• Ability to adapt to changing working environments
• Must be willing to work flexible schedule , evenings and weekends
• Must excel in the use of the Microsoft Office Suite and other web-based platforms
• Candidate must successfully pass drug screen and criminal background and credit checks
EDUCATION AND EXPERIENCE:
• Bachelor’s degree required
• Experience with customer service management systems (CRM’s) required
• 2-3 years of proven or advanced experience in management/supervisory experience and/or volunteer management
• Demonstrated abilities in planning, goal setting, project management, and adult training.
• Proven teambuilding skills and demonstrated ability to function as a positive active team member
• Valid state driver’s license.
• Use of one’s own vehicle for travel within the Council’s jurisdiction is required.
• Must be able to type 40 to 50 wpm
• Experience with Salesforce and Okta and other technology platforms like the Volunteer Toolkit and gsLearn is a plus.
DIRECTOR OF VOLUNTEER SUPPORT COMPETENCIES AND AREAS OF EXPERTISE MAY INCLUDE:
• Volunteer Relations – understands the functions of volunteers; demonstrates flexibility to meet with volunteers; effectively delegates responsibility; monitors use of volunteers within existing constraints and guidelines; recognizes volunteer accomplishments; works effectively with volunteers; takes time to answer questions and explain decisions; follows through on commitments to volunteers in a timely manner; maintains a commitment to continuous improvement.
• Volunteer Management – knows the procedures, tools, and legal issues associated with supervising, and releasing adult volunteers; assigns and manages volunteers in an efficient manner
• Interpersonal Relations – Establishes rapport with others at all organizational levels; respects others; considers and responds to the needs, feelings, and capabilities of others; establishes and maintains an open dialogue with others; has demonstrated ability to market the Girl Scout value proposition through a variety of communication venues
• Conflict Management – ability to anticipate, prevent, and resolve conflicts while maintaining productive working relationships; distinguishes between disruptive conflict and constructive differences; identifies common interests to resolve differences; has demonstrated ability to work with a wide range of sensitive and confidential issues. Expert at conflict management and resolution
• Judgment and Decision-Making – recognizes when immediate action is required and when sufficient information has been obtained to make a decision; supports decisions or recommendations with data and/or reasoning; defines and implements solutions to problems
• Self-management and Confidence – An initiative taker who can work independently with minimal oversite; continually reassessing own skills and identifying areas for improvement; adaptable, organized, and attentive to detail.
• Active Listening – Uses active listening techniques to create dialogue and build relationships with potential new members and volunteers.
• Oral and Written Communication Abilities – Expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; Ability to communicate effectively with a diverse group of girls, volunteers, and staff.
• Project Management – formulates short- and long-term project goals, objectives, schedules, and priorities in line with council goals; anticipates issues, obstacles, or opportunities that may impact plans or actions; establishes courses of action for accomplishing goals while attending to and incorporating information obtained during day-to-day administrative tasks; identifies outcome measures at beginning of project. Maintains accurate records and data
• Marketing Skill – Ability to effectively promote and gain support for the Girl Scout program, its key messages, and products. Demonstrates comfort in presenting the value behind solutions in a way that resonates with what is most important to the potential members/customers of the organization.
• Technical Computer Skills – Excellent in Microsoft Office including Word, Excel, Outlook, customer relationship management systems, and social networking