Girl Scouts San Diego serves 23,000 girls and 12,700 adults. Girl Scouts is the world’s preeminent leadership development organization for girls, building girls of courage, confidence, and character, who make the world a better place.
The Community Volunteer Support Specialist (aka Service Unit Support Specialist) is part of a larger cross functional team providing education, training and support to membership. The Community Volunteer Support Specialist is responsible for the overall girl and adult membership in assigned, geographic areas through implementing and sustaining excellent customer service. She/he is responsible for creating pathways to Girl Scouting through coordinating volunteer participation and staff resources.
Essential Duties and Responsibilities
1. Coaches service unit teams to work effectively with other volunteers in assigned geographic areas to ensure delivery of program and services to girls.
- Is accountable for meeting or exceeding an annual membership overall goal for girl and adult members.
- Establishes the appropriate volunteer support team to meet goals by recruiting, selecting, appointing, and supervising service unit volunteers in assigned geographic areas.
- Provides ongoing support, supervision, and direction to administrative volunteers in assigned geographic areas by interpreting Girl Scouts of the USA and council policies, standards, and procedures and by directing volunteers to additional support services.
- Supports the council’s volunteer management system including the recruitment, selection, placement, development, training, recognition, and re-assignment of service unit volunteers.
- 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.
- Develops, coordinates and organizes volunteer service unit team round table sessions.
- Optimizes the use of technology (including the customer relationship management system) in providing customer service support for volunteers.
- Serves as a point of contact for service unit volunteers, connecting volunteers to additional resources from council staff while relaying volunteer input.
- 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.
- Using our customer relationship management system, prepares a variety of reports to assist the service unit team in meeting their goals and objectives.
2. Works interdepartmentally to ensure our Council goals are met.
- 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. Assists with the identification of council delegates and SHARE coordinators.
- Coordinates the availability of support services to enable volunteers to carry out the responsibilities of their positions effectively
- Communicates with and supports service unit recruitment through the work of administrative volunteers and council recruitment team. Implements recruitment efforts planned in partnership with the recruitment team.
- 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.
- Performs additional duties as assigned to assist in fulfillment of the council’s mission and goals.
Competencies and areas of expertise may include:
- Self-management and Self Assurance - assesses own skills and abilities and identifies areas for improvement; willingly accepts constructive feedback; seeks developmental opportunities; sets and achieves goals; works independently. Has demonstrated confidence to prepare for conversations and visits with potential members/customers by gathering key information and setting strong objectives to achieve successful outcome.
- 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. Displays comfort in presenting the value behind solutions in a way that resonates with what is most important to 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.
- 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.
- 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.
- Personal Integrity and Professional Conduct - demonstrates dependability, honesty, integrity, trustworthiness, and credibility; models appropriate professional behavior; accepts responsibility for own actions; maintains confidentiality; upholds ethical standards even in the face of opposition
- Conflict Management - Anticipates, prevents, and resolves conflicts while maintaining productive working relationships (for example, with volunteer or coworkers); distinguishes between disruptive conflict and constructive differences; identifies common interests to resolve differences; identifies the causes of problems; analyzes factors contributing to conflict; anticipates potential conflicts; facilitates conflict resolution.
- Judgment and Decision-Making - recognizes when immediate action is required and when sufficient information has been obtained to make a decision.
- 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.
- Technical computer skills in Microsoft Office including Word, Excel, and Outlook and customer relationship management systems.
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor’s degree or related work experience.
- Minimum one-year professional experience including handling conflict resolution.
- Bilingual English/Spanish, preferred.
- Ability to work a flexible schedule including evenings and weekends as needed.
- Position is based out of our San Diego (Balboa) location. However, may work from our other locations as assigned.
- Valid drivers’ license, proof of insurance, and access to reliable transportation. Daily and/or occasional travel may be required.
- Must have belief in the mission and values of Girl Scouting; be willing to subscribe to the principles expressed in the Promise and Law, and aware of the needs of girls in our pluralistic society.
Office Equipment/ Machines/ Electronic Devices
Personal computer and printers, telephone, fax machine, copier, audiovisual equipment, and other miscellaneous office equipment.
- Ability to stoop, kneel, bend, reach, stand, walk, push, pull, lift, work with fingers, grasp, feel, talk, hear, and perform repetitive motions.
- Ability to perform light work exerting up to 40 pounds of force occasionally, and/or a negligible amount of force constantly to move objects.
- Heavy visual acuity required performing such activities as preparing and analyzing data and figures, using computer terminal and reading.