Volunteer Support

Review, Rethink, Reimagine, Renew

Agenda

❖ Our Team

❖ Our Current State

❖ Our Vision for Tomorrow

❖ Our First Areas of Focus

❖ Volunteer Impacting Policy and Procedure

❖ Volunteer Communication

❖ Volunteer Onboarding & Training

❖ Volunteer Finances

Our Team

Ashley Bulley

Director of Volunteer Support and

Organizational Analytics

Alison Lynch

Volunteer Support Specialist

Donna Francisco

Volunteer Support Specialist

Denyelle Hart

Volunteer Support Specialist

Katharine Weldon

Mission Delivery Coordinator

Jessica Kovitch

Volunteer Training and Development

Associate

Our Current State

Pain Points

❖ Contradicting internal and external policy and procedure

❖ Inconsistent support across the Council footprint

❖ Administrative heavy Volunteer roles

❖ Varying concepts of Service Unit Management

❖ Unorganized Volunteer

Onboarding

❖ Limited Volunteer communication plan

❖ Varied and unaligned Volunteer resources

❖ Paper, paper, and more paper

❖ Extended turn around times in approval/response

Our Vision for Tomorrow

Focus Points

❖ Clearly defined and documented policy with clear internal accountabilities that drive volunteer trust.

❖ Online forms that allow for timely and trackable staff follow-up/through.

❖ Defined Volunteer Onboarding plan with consistent communication and support.

❖ Evaluation of all Volunteer Roles and responsibilities.

❖ Volunteers as Partners mind-set.

Our First Areas of Focus

Volunteer Impacting Policy and Procedure

Volunteer Position Descriptions

❖ Evaluation of all Volunteer Positions at the Service Unit and Troop level

❖ What are we looking for?

❖ Unnecessary administrative tasks

❖ Duplicate responsibilities

❖ Eliminate “Policing”

❖ What we know works..

❖ Clear Volunteer Position Titles

❖ Smaller group of “lead” roles with larger support of general “roles”❖ Builds a pipeline

Volunteer Committees

❖ Volunteer Management & Appreciation

❖ Volunteer events, communication, onboarding, policy & procedure, training, etc.

❖ Girl Programming

❖ On my Honor, outdoor, etc.

❖ Product Program

❖ Rally’s, rewards, process improvements, Cookie Conference

❖ Gold Award Committee

Where we begin…

❖ Troop/Group Travel

❖ Travel Application, Incident Reports, Additional Insurance, Certificates of Insurance

❖ Financial Management

❖ Account management, Misuse of Funds, Financial audits, Additional Money Earning, Outstanding Balance

❖ GSCB Property Reservations

❖ Background Checks

❖ Bronze and Silver Award

❖ Adult Recognitions

❖ Service Unit Delegate Management

Volunteer Communications

Timely Communications

❖ Monthly Communication to all Service Team Members and Co-Leaders

❖ First Thursday of each month

❖ Quarterly Virtual Service Unit Manager Chats

❖ Monthly Virtual New Leader Chats

❖ Semi-Annual Volunteer Townhalls

Audience Segmentation

❖ Defining key volunteer audiences;

❖ Service Unit Teams

❖ Co-Leaders

❖ Committees

❖ Refining of message to volunteer audiences based on;

❖ Level of experience

❖ Program-Level

❖ Role responsibilities

Resources

❖ Volunteer Webpages

❖ Service Unit Central

❖ Troop Leader Central

❖ New Troop Leader Central❖ Locked page

❖ GSCB Troop Participation Form

❖ GSCB Volunteer Facebook Pages

❖ GSCB SUM Lounge

❖ GSCB Leaders Lounge

❖ GSCB SU Product Program Team

❖ GSCB Camps

❖ Service Unit Facebooks

Volunteer Onboarding & Training

Where do we start?

❖ Clearly define roles and responsibilities between Membership Recruitment Team and Volunteer Support Team.

❖ Ensure quality procedure and reporting exists to ensure no volunteers fall through the cracks between handoff.

❖ Define priority volunteer roles to begin developing onboarding for;

❖ New Leaders

❖ Service Unit Managers

❖ Use our resources wisely, utilizing current system, gsLearn, to develop quality and trackable training opportunities.

Service Unit Manager Onboarding

❖ Direct Support of Volunteer Support Specialist

❖ Monthly Calls w/ agendas

❖ Service Unit Meeting Attendance

❖ Resources

❖ Quarterly Service Unit Manager Calls

❖ Looker

❖ Volunteer Toolkit

❖ Training Components

❖ SUM Learning Path in gsLearn

❖ Building a Service Unit Team

❖ Service Unit as the Connector

❖ Service Unit Annual Planning❖ Meetings

❖ Events/Programs

❖ Recognitions

❖ Recruitment

New Leader Onboarding

❖ Direct support from Volunteer Support Specialist

❖ Welcome – 48 hours

❖ In-person Meeting – 30 Days

❖ Scheduled touchpoints throughout the year❖ Phone and email

❖ Resources

❖ Monthly New Leader Calls

❖ New Leader Webpage❖ Password protected

❖ Training Components

❖ New Leader Path in gsLearn

❖ Year Planning

Our Virtual Tool - gsLearn

❖ gsLearn is a Learning Management System (LMS)

❖ Available for all registered Adult Members and Lifetime Members regardless of Volunteer Role

❖ Allows “Teams” or grouping by Volunteer Role

gsLearn Benefits

❖ Standardized Content

❖ Trackable

❖ Knowledge Checks

❖ Learners Pace

❖ Incorporates ALL Learning Styles

❖ Supplements Live Training

❖ Learning Paths

❖ Allows for Live virtual trainings

❖ Library of trainings

What’s Next?

❖ Identify key learning paths based on member roles

❖ Service Unit, Troop, Committee, Parents

❖ Identify topics specific trainings

❖ Domestic & International Travel

❖ Highest Awards

❖ Conflict Management

❖ Managing Girl Behavior

❖ Define delivery avenues

❖ Develop community partnerships with experts

Volunteer Finances

SU/Troop Bank Account Management

❖ Management of account information transitioned from Finance to Member Care.

❖ Account management incorporated in all areas of Volunteer Support Tasks

❖ New Troop

❖ Disbanded Troops

❖ Start of all Product Programs

❖ New GSCB Troop/Service Unit Banking Request Form

❖ New Accounts

❖ Updating Signers on Existing Account

❖ Closing of Accounts

Misuse of Funds & Investigations

❖ GSCB Troop/Group Suspected Misuse of Funds

❖ Allows anyone, even anonymously, to submit an issue or complaint as pertains the handling of Troop, Service Unit, and special interest groups.

❖ New internal policy and procedure for managing suspected misuse of funds complaints. Which establishes clear;

❖ Communication expectations

❖ Determination timeframes

❖ Plan of internal action for any findings of misuse

Financial Debt Management

❖ Outstanding Balance Owed is transitioning to two distinct and separate processes

❖ GSCB Parent Debt

❖ GSCB Troop Debt

❖ Benefits

❖ Clear, documented, and timely communication plan

❖ Trackable and reportable

❖ Clear internal action as it relates to unreconciled debt;❖ Collections

❖ Ineligible Girl Status

❖ Suspended Volunteer Role❖ Includes all financial account steps (i.e. removal from bank

account)

Additional Money Earning

❖ New GSCB Money-Earning Activity Application

❖ Volunteer Support Specialist review and approval

❖ Key Guideline Update

❖ Product Program Participation no longer required

❖ Key Takeaways

❖ Purpose driven

❖ No Product Endorsement

❖ Allow restaurant nights

❖ Games of Chance strictly prohibited

Questions