Volunteer (Community) Engagement Manager

Description

The Volunteer (Community) Engagement Manager recruits new girl and adult members, prepares and supports the girls, parents and adult volunteers of Virginia Skyline Council to provide the best troop program experience for the girls. The Engagement Manager is the key component to ensuring girls benefit from the complete Girl Scout leadership experience through onboarding, training, support and membership renewal. The Engagement Manager recruits and works as a part of a larger cross functional team providing excellent customer care to the Troops and Service Units within assigned regions.

Job Duties

Essential Functions and Responsibilities:
The Engagement Manager is responsible for recruiting, onboarding, training, managing, supporting, and retaining adult volunteers and girl members in assigned regional areas or in program-grade level (K-1, 2-3, 4-5, 6-8, 9-10, 11-12) troops by onboarding, training, coaching volunteers, mentoring, developing and delivering resources, and providing overall assistance to troop volunteers in their work with girls. The Engagement Manager works collaboratively with members of the Mission Delivery Team as well as cross-functionally with other departments to ensure achievement of the goals of the Council.
Troop Support (Primary Accountability)
• Responsible for meeting KPIs for starting new troops for girls, grades K-5 in assigned communities.
• Responsible for delivering successful Discover Girl Scout recruitment events in assigned communities to recruit new girl members and adult volunteers to be troop co-leader.
• Attend local community events, fairs, festivals, and/or programs to recruit new girl members and adult volunteers to be troop co-leaders
• Responsible for following up and managing all campaign leads in assigned communities to ensure placement of girls and adults; and documenting outcomes in CRM.
• Cultivates relationships with appropriate school systems, community leaders, organizations, and businesses to support recruitment
• Manages troop volunteers to ensure delivery of programs and services to girls with a focus on Troop Co-Leaders.
• Delivers regularly scheduled check-ins to provide troop support and documents all interactions in CRM.
• Oversees the appropriate onboarding and training of troop adult volunteers in specific roles.
• Responsible for following and maintaining a council cookbook of all troops and volunteers in assigned communities.
• Provides subject matter expertise to troop volunteers on specific program level areas as assigned.
• Coaches the troop volunteers on their assigned program level(s) and provides resources needed to provide excellent troop program experience for the girls and leaders of tomorrow.
• Develops and delivers new insight and resources to support recruitment and retention of volunteers and girls.
• Provides subject matter expertise for Volunteer Essentials, Safety Activity Checkpoints, gsLearn, and Volunteer Toolkit.
• Provides excellent customer care through interpretation and use of the Girl Scout Leadership Experience philosophy and the Council’s policies, procedures and standards.
• Works with a cross-functional team to determine or develop innovative strategies to ensure the effective support of troop co-leaders and program-grade levels within assigned service units.
• Monitors and provides support for problem solving and conflict management and resolution in a timely manner.
• Keeps current on product program information and supports training and messaging that is provided to service unit volunteers. Provides product program team with essential service unit information to support product sales program.
• Serves as the main point of contact for service unit volunteers and acts as a broker to distribute information to council staff and to guide volunteers to additional support services and resources. Provides customer support and follow-up with volunteers as requested.
• Identifies the need for and provides timely problem solving and conflict resolution support/intervention when appropriate.
Service Unit Support (Secondary Accountability)
• Manages assigned service unit teams to effectively support and engage adult troop volunteers in assigned geographic areas to ensure delivery of program and services to girls
• Supports the council’s volunteer management system including the recruitment, screening, selection, placement, onboarding, development, training, recognition, and re-assignment of service unit volunteers
• Facilitates meetings of regionally-assigned service unit teams/Service Units to engage attendees and facilitate effective volunteer support
• Works with cross-functional team to determine or develop innovative strategies to ensure the effective delivery of customer service to the members
• Promotes and assists with Council programs, activities, public relations and fund development endeavors including United Way. Assists with the identification of council delegates
• Implements and contributes to recruitment efforts planned in partnership with the recruitment team
• Spearheads renewal activities in the service unit and at the troop level
• Provides customer support and follow-up with volunteers as requested
• Identifies the need for and provides timely problem solving and conflict resolution support/intervention when appropriate
Program Grade Level Support
• Manages adult volunteers to work with girls in assigned program-grade level areas (K-1, 2-3, 4-5, 6-8, 9-10, 11-12) to ensure delivery of programs and services to girls.
• Interprets the Girl Scout Leadership Experience philosophy and the council’s policies, procedures and standards.
• Works with a cross-functional team to determine or develop innovative strategies to ensure the effective support of troop leaders and program-grade levels within service units.
• Monitors and provides support for problem solving and conflict resolution in a timely manner.
• Cultivates relationships with appropriate community leaders, organizations, and businesses to support retention efforts.
• Optimizes use of technology to support customer service for volunteers.
Support functions of the call center process
• Answers, problem-solves, manages, responds and documents appropriately all inquiries including but not limited to email, phone and walk-in customers.
• Ensures Girl Scouting is open to all girls and adults by delivering the Girl Scouts message of pluralism and diversity to members of the council.
• Optimizes the use of technology (including volunteer systems) in providing customer service support for volunteers.
Key Performance Indicators:
• Girl Recruitment and Retention goals met
• Adult Recruitment and Retention goals met
• New Troop Recruitment goals met
• Customer Service Scores 85% and above satisfaction

Skills Required

Knowledge, Skills and Abilities:
• Passionate commitment to the Girl Scout mission and the Girl Scout Leadership Experience.
• Knowledge of best practices of customer service, volunteer recruitment and management and retention, risk management and emergency action planning and practices.
• Strong customer service skills.
• Strong leadership skills. Ability to supervise and motivate and inspire others.
• Ability to provide effective training and feedback to volunteers.
• Strong project management skills, with demonstrated ability to build relationships, present concepts and make recommendations.
• Ability to prepare and implement a budget while monitoring expenditures and budget comparisons to use allocated budgets effectively.
• Strong interpersonal and cultural skills.
• Ability to collaborate well and be an effective team player. Experience participating in cross-functional and remote work teams.
• Ability to be flexible and manage change.
• Strong planning and organizational skills. Ability to analyze information, formulate work plans, articulate goals, produce required statistical and narrative reports.
• Strong written and communication skills, including presentation and training.
• Ability to network, lead events and meetings and motivate staff and volunteers.
• Ability to meet deadlines. Ability to prioritize and multitask successfully.
• Proficient with Microsoft Office and Google Workspace products (or similar software) as well as Internet and e-mail applications.
• Ability to establish and maintain digital filing systems and records.
• Ability to handle sensitive information and maintain confidentiality.

Work Schedule

This position is remote. This position works from a home office in the greater Charlottesville area and in the field. Travel is required throughout the assigned service area. Occasional overnight trips for training and meetings. The council’s headquarters is located in Roanoke, VA. Work week is Monday through Friday with some evenings and weekends as needed.

Additional Info

Key Performance Indicators:
• Girl Recruitment and Retention goals met
• Adult Recruitment and Retention goals met
• New Troop Recruitment goals met
• Customer Service Scores 85% and above satisfaction
Competencies and areas of expertise should include:
• 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 including in person, phone, and online.
• Self-management and self-assurance – assesses own skills and abilities and identifies areas for improvement; willingly accepts constructive feedback; a self-starter who seeks developmental opportunities and is able to manage priorities and time wisely to set and achieve goals; works independently. Has confidence to prepare for conversations and visits with potential members/customers by gathering key information and setting strong objectives to achieve successful outcomes.
• Customer Responsiveness – seeks and acknowledges the views and ideas from customers (for example, internal and external); identifies, prioritizes, and balances customer issues; takes time to answer questions and explain decisions; follows through on commitments to customers in a timely manner; maintains a commitment to continuous improvement. Demonstrates comfort in presenting the value behind solutions in a way that resonates with what is most important to the members/customers of the organization.
• Active Listening – ability to skillfully use a variety of questions and other active listening techniques to promote a robust discussion with members/customers and identify needs.
• Conflict Management – ability to anticipate, prevent, and resolve conflicts while maintaining productive working relationships (for example, with customers, vendors, or coworkers); distinguishes between disruptive conflict and constructive differences; identifies common interests to resolve differences
• Oral and Written Communication abilities (i.e. In person, verbal, written, and/or phone); expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; has demonstrated ability to work with a wide range of sensitive and confidential issues and 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
• Technical computer skills in Google Suite Products such as Gmail, Calendar, Drive, Meet, and Slides; Microsoft Office including Word, Excel, and Outlook, customer relationship management systems, and social networking. Salesforce experience is a plus but not required.
• 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.
• Volunteer Management – knows the procedures, tools, and legal issues associated with recruiting, selecting, supervising, and releasing adult volunteers; assigns and manages volunteers in an efficient manner; monitors use of volunteers; recognizes volunteer accomplishments.
• 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.

For more information, please visit: Girl Scouts of Virginia Skyline