VOLUNTEER EXPERIENCE SPECIALIST

SUPERVISOR: Volunteer Experience Director

DEPARTMENT: Volunteer Experience

FLSA STATUS: Non-Exempt

LAST UPDATED: 06/12/25

A key member of the Mission Delivery Department, the position of Volunteer Experience Specialist develops and oversees effective support and evaluation of adult volunteers. Delivery of council-wide adult support with an emphasis on customer service and recognition to volunteers (including both long-term and episodic volunteers).

· Responsible for customer service and management of our direct and indirect volunteers, including but not limited to: initial training, support, coaching, and motivation of a corps of volunteers.

· Manage touchpoints with volunteers, including periodic phone calls and emails.

· Oversee the process of resolving conflicts encountered by volunteers and girls.

· Facilitate and manage first and second-year troop leader experience. This includes onboarding and initial training of new volunteers.

· Implement the volunteer recognition and appreciation process. Promote recognition of community members and leaders throughout the year, keeping current on National Awards that are available and attainable for all adults.

· Coordinate facilitator and service unit participation in council-sponsored volunteer conferences and council-wide projects, and initiatives.

· Perform annual volunteer evaluations, ensuring that Council-approved and appointed volunteers are in support of Council goals and objectives and in compliance with volunteer policies and procedures.

· Participate in meetings, seminars, and training sessions to obtain information useful to the support and management of volunteers. This includes attending service unit and troop meetings.

· Stays abreast of trends in volunteer management.

· Assist all departments in the maintenance of Salesforce systems records of all adult volunteers, such as criminal background checks, appointment letters, performance reviews, training portfolio, development, and special assignments.

· Maintain records of recognition histories of volunteers in Salesforce.

· Assist the Mission Delivery Department in the volunteer revaluation and re-engagement process by assessing volunteer experiences, managing volunteer performance, and determining re-engagement strategies.

· Other duties as assigned.

· In keeping with our commitment to the Girl Scouts Law and Promise, our council places particular emphasis on teamwork, investment in the success of the organization, and commitment to each other. To align with those values, we expect that all team

members will actively engage in ‘all call’ endeavors as announced by the organization periodically. There are times throughout our year when the work of other departments becomes heavy and/or critically timely. In the spirit of teamwork, it is our requirement that requests for assistance be met with collaborative enthusiasm by all team members. Examples may include but are not limited to—membership recruitment/renewal campaigns and efforts, product program logistics and support to include cookie cupboards and volunteer assistance, volunteer appreciation and engagement, retail inventory and delivery (among regional offices), program signature event participation, and support, and property maintenance/improvement as requested.

Staff: None

Committee(s): None

Professionalism - complying strictly with corporate policies and procedures; conducting oneself with integrity, reliability, and accountability; demonstrating pride in attention to day-to-day work and processes; representing the organization well and being committed to its mission; developing and maintaining relationships with a spirit of inclusion and respect; exhibiting courtesy and attentiveness to the thoughts, feelings, and ideas of others; engaging in courageous conversations by being able to engage considerately with others; representing the organization appropriately and effectively with your words, actions, and appearance.

Timeliness - being accountable to deadlines and schedules; holding oneself to a high standard of punctuality and preparedness; optimizing personal timetables to accelerate organizational workflow and prevent/reduce inefficiencies of time, resources, and talent; being available and accessible during work hours; showing up for work on time and when you should.

Organizational Citizenship - being a productive member of the organizational team; contributing to the collective whole of the organization; having a commitment to the success of the organization, as well as your member department; devoting yourself to the advancement of our collective mission.

Environmental Respect - demonstrating respect and care for all organizational property and facilities; engaging in practices that support a welcoming and productive workspace; remaining mindful and sensitive to the needs/feelings of other team members; doing your part to keep property and facilities clean, uncluttered and well-maintained to support an optimally operational environment; dedicating yourself toward the Girl Scout ideal of ‘leaving a place/space better than you found it; conserving energy and resources whenever possible.

Possibility Thinking - striving to contribute to a ‘next-level’ mindset regarding organizational objectives; engaging in innovative work plans to achieve goals; participating in discussions and seeking input regarding problem-solving measures; exhibiting creativity and a willingness to try new things to achieve results.

· 1-3 years specialized and progressively responsible experience in training, development, and knowledge of adult learning theories, needs assessment techniques, career development theories, and appropriate use of a variety of training methods

· Professional and/or personal experience in Volunteer Management

· Valid driver’s license and safe driving record

· High School diploma

· Bachelor’s degree in business administration, public administration, or a related field

preferred or experience commensurate with the degree

· Subscribes to the principles of the Girl Scout Movement.

· Demonstrated ability to successfully manage multiple priorities, work independently, and meet deadlines.

· Strong human relations skills and have ability to work well with people of diverse backgrounds.

· Ability to exercise good judgment.

· Excellent written and oral communication skills.

· Must have advanced proficiency in the MS Office Suite, including Word, Excel, PowerPoint, and Outlook.

· Must have exceptional customer service, communication, consultative, and conflict resolution skills to provide advice to volunteers regarding training needs and priorities.

· Must be able to communicate tactfully and effectively in high-pressure situations.

· Must have exceptional presentation and facilitation skills. Comfortable managing classroom training delivery using an engaging interactive approach.

· Up to date on knowledge of new training trends, techniques, and styles.

· Ability to effectively problem solve.

· Work requires normal physical effort for primarily an office environment; some physical effort in handling materials or boxes, and tools or equipment of up to 25 pounds in non-strenuous work. Some periods of continual standing or walking may be required.

· Ability and confidence to cultivate collaborative relationships with key community leaders.

Flexible schedule, including nights and weekends

30% travel required, some overnight

· 1-3 years specialized and progressively responsible experience in training, development, and knowledge of adult learning theories, needs assessment techniques, career development theories, and appropriate use of a variety of training methods· Professional and/or personal experience in Volunteer Management· Valid driver’s license and safe driving record· High School diploma

· Bachelor’s degree in business administration, public administration, or a related field preferred or experience commensurate with the degree