Girl Scouts San Diego serves 22,500 girls and 12,700 adult members. 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 Troop Support Specialist is responsible for supporting and retaining adult volunteers and girl members by developing and maintaining program partnerships, developing and delivering resources to assist volunteers in their work with girls, and providing volunteer mentoring. The Troop Support Specialist works collaboratively with members of the Troop Support team as well as cross-functionally with other departments to ensure achievement of Girl Scouts San Diego goals. The incumbent assists in achieving the council’s overall membership and is accountable for retention of girls.
Essential Duties and Responsibilities
- Mentors adult volunteers to work with girls to ensure delivery of programs and services to girls.
- Monitors, assesses, manages and provides support regarding troop conflict and works in partnership with volunteers and parents to create solutions and resolve in a timely manner.
- Works with cross-functional teams to determine or develop innovative strategies to ensure the effective support of troop leaders and program-grade levels within service units.
- Cultivates relationships with appropriate community leaders, organizations, and businesses to support retention efforts.
- Interprets the Girl Scout Leadership Experience philosophy and the council’s policies, procedures and standards.
- Performs additional duties as assigned to assist in fulfillment of the council’s mission and goals.
Call Center Support Functions
- Answers, problem-solves, manages and responds appropriately to all inquiries including but not limited to email, phone and walk-in customers.
Program delivery/resource development
- Assists in achieving the council’s membership and retention goals for girls by development, coordination and delivery of quality events, curricula, and additional resources as driven by market needs.
- Develops and maintains program partnerships and collaborations.
- Recruits, trains and manages volunteers for the effective delivery of program.
- Prepares and coordinates budgets (including grant budgets) to ensure adherence to approved program for girls.
- 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.
Competencies and areas of expertise may include:
- 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
- Conflict Management - ability to manage conflict between adults, and/or girls and solve respectfully and appropriately
- 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. Demonstrated confidence to prepare for conversations and visits with potential members/customers by gathering key information and setting strong objectives to achieve successful outcome.
- Project Management - demonstrated ability to coordinate multiple projects while managing conflicting priorities and deadlines; 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.
- Judgment and Decision-Making - recognizes when immediate action is required; recognizes when sufficient information has been obtained to make a decision; makes decisions where appropriate or refers decisions to the appropriate organizational level; makes decisions without undue delay
- Instructing/ Training - prepares and plans instructional materials; demonstrates effective facilitation skills; promotes retention and transfer of knowledge and skills; assesses learning and performance; and manages the instructional process through the appropriate use of technology.
- 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.
- Budget Administration - understands and applies budgeting principles to accurately prepare, integrate, and report on project and/or operational budgets.
- Technical - computer skills in Microsoft Office including Word, Excel, Outlook, customer relationship management systems - (Salesforce, personify), and social networking
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 in social work, education, recreation, or equivalent work experience.
- Experience working with volunteers collaboratively and supportively.
- Experience handling, managing and resolving conflict professionally.
- Thorough understanding of child development and ability to develop and deliver age appropriate program.
- Ability to organize work and handle multiple priorities simultaneously.
- Demonstrated ability to understand and respond to the changing needs of girls.
- Demonstrated leadership skills and prior success working effectively in a team environment.
- Ability to effectively interact with all levels of the organization including members and volunteers.
- Appreciation of diversity and community based needs and ability to develop and implement effective programs for those groups.
- Excellent written and interpersonal communication skills and excellent public speaking skills.
- Ability to work a flexible schedule including evenings and weekends as needed.
- Position is based out of our North Coastal (Carlsbad) location. The first 3 months, position will be based out of our Balboa (San Diego) 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 20 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.
Activities occur both inside and outside and employee is subject to both environmental conditions; however, employee is not substantially exposed to adverse environmental conditions