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Right People + Right Process + Right Tech = Happy (and more!) Volunteers & Girls

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Agenda• Introduction

– National Multi-Year Initiative– Pain Points & Opportunities– Goals

• Customer Experience – Future State & Benefits– Volunteer Systems aka Salesforce Overview– Volunteer Toolkit Overview– Web Platform Overview

• Implementation Timeline– Year 1– Year 0

• Staff & Volunteer Engagement• Winning Proposition Alignment• Q&A

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A fun & easy Volunteer Toolkit to help volunteers

work with girls

Year One of a Multi-Year Initiative

Growing Membership through the

Implementation of National Recruitment Campaign

New Volunteer Systems & Business Process to

Recruit, Retain and Engage Volunteers

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Customer Pain Points and Opportunities

Volunteer training and on boarding are overwhelming for

volunteers

Reputation for ‘arm twisting’ parents into becoming volunteers

Councils, people, and processes not organized for most effective recruitment or customer service

Inconsistent communications with members results in a lack of long

term engagement

Adults have less time to commit to volunteering and

Girl Scouts takes too much of it

Set up troops, sites, times, and volunteer positions through virtual sign up

Online training offered ongoing and as-needed basis

Staffing and organization design at the Council into sales and service functions with appropriate skills

Reduce current volunteer experience of 200 hrs to industry

average of 80h per year

Robust Salesforce CRM tool maintains continuous

communication throughout the customer experience

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Goals

Improve the customer experience throughout the life cycle of the member

Successfully recruit more volunteers and girls

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CUSTOMER EXPERIENCE 3-Legged Stool

Volunteer Systems Project aka Salesforce

=Recruitment, Onboarding,

Engagement & Renewal System

Volunteer Toolkit Project =

Digital planning & communication tools,

coupled with curriculum content, designed to

ease demands on troop leaders

Interact with other volunteers for support and to create a sense of

communityWeb Platform Project=

Foundation for Volunteer Toolkit

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Customer BenefitsVolunteer Systems Volunteer Toolkit Web Platform

Simple, fast onboarding process

Superior customer service

Just-in-time, personalized, and relevant communications

Single troop leader portal and logon for troop administration, year plan, and meeting plan with a toolkit of resources

Single parent portal for detailed visibility of girl participation

Designed for mobile use

Simplified troop financial reporting to parents and council

Digital community for leaders

Single portal and logon for troop leaders and parents

Powerful platform capabilities such as site-wide search, and events and activities management

Responsive design enables consistent experience across all devices

Volunteer Systems Overview

Recruitment, Onboarding, Engagement & Renewal System

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Volunteer Interest Sources

Volunteer Web Form

Individual Adult• Web site visit• Email marketing

campaign• Flyer

GS Staff• Phone calls• Emails• Recruitment events• Walk-ins

GS Volunteers• Recruitment events• Referrals

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Girl Interest Sources

Join Girl Scouts

Web Form

Individual Adult• Web site visit• Email marketing

campaign• Flyer

GS Staff• Phone calls• Emails• Recruitment events• Walk-ins

GS Volunteers• Recruitment events• Referrals

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Case Management

• Track customer inquiries: phone, email, web, in-person– Replaces Personify Contact Tracking– Standard screen layout for all councils

• Solutions database (council-specific) for consistent answers– Tracks solution usage frequency– Solutions have an expiration date

• Reports to identify types of questions, volume, etc.– If we need a FAQ, probably need to simplify the process

VOLUNTEER TOOLKIT OVERVIEWTROOP LEADER

Digital content, leader communities and online training in an integrated format

focused on delivering the leader what she needs, when she needs it.

Digital Experience PlatformVolunteer Toolkit Overview

Manage Troop Information and Preferences all in one place

Communicate easily with parents through email and a portal that provides parents with visibility

Information is pre-populated (Year Plan, Activity Details), saving time and improving quality

Interact with Troop Leaders through digital communities

Contextual content available throughout the experience

Designed for mobile use so the Troop Leader can access on the go

The Volunteer Toolkit is a web-based application that will enhance the volunteer experience by providing capabilities and information to support girls scouts throughout the year

Web Platform adoption will be required for Volunteer Toolkit. Volunteer Toolkit is tightly coupled with the web platform to provide personalized content and consistent user experience. 13

Digital Experience PlatformVolunteer Toolkit Capabilities

My Troop – Troop Information and Preferences• Manage Roster for girls, parents/guardians contact information • Volunteer Directory Access with Contact information and Roles• Set Meeting Logistics for upcoming meeting • Set Automated Reminders for materials, pre-meeting emails to remind others and buy

badges, etc.

Year Plan – Troop Year Overview and High Level Planning• Full Year view for meetings & activities• Add/update activities and events from the council’s calendar• Move/Add Meetings during the year• Export Calendar to integrate with their own Icalendar

Meeting Plan – Detailed Meeting Planning and Preparation• Review Activity Details—activity, steps, materials, time required• Review Meeting Aids to use in meetings such as videos and audio• Manage the agenda by changing duration, deleting or adding items • Send pre-configured editable email reminders to parents • Change Meeting to another meeting on a pre-populated list

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Digital Experience PlatformVolunteer Toolkit Capabilities Cont.

In Meeting – Girl-Friendly Meeting Assistance• Track Attendance, Dues, and Forms• Access aids (song lyrics, videos) during meeting• View agenda items to manage time• Review Meeting checklist • Send Post Meeting Communications—email to parents, upload photos, order

badges, etc.

Finance – Simplified Troop Financial Reporting• Track finances in a simple form (dues, event/activity funding) • Send financial report to council with ease

Community – A Place for Volunteers to Share and Collaborate

• Communicate with other Troop Leaders to get ideas, discuss topics, etc.

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Digital Experience PlatformVolunteer Toolkit Capabilities (cont.)

Parent Portal – Detailed Visibility of Girls Participation• View Year Plan and Meeting Details• View and reinforce the progress of their girl(s)• View Troop Finances• Improve and enhance parent participation

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View Tabs

Troop Roster

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Member Details

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Designed for Tablets

Just-in-time Resources

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Just-in-time Learning

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Roster of certified volunteers (member, screened, and orientation completed)

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Prepopulated year plan based on selection with option to create a custom plan

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Council defined dates

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Meeting agenda is predefined & customizable

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No more paper

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Just-in-time meeting content

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Keep on schedule

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• Stay organized

• Keep parents informed

• Share best practices with other leaders

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• Manage troop finances

• Email troop finance report to council

• Make troop finance report visible to troop parents via parent portal

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Leader Communities (Volunteers by Program Level and/or Area of Interest)

Web Platform Overview

Foundation for Volunteer Toolkit

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GSNorCal’s Volunteer Systems & Toolkit Workgroup

• Michelle Purviance, Lead• Terri Hague, Volunteer Systems Project Lead• Shari Teresi, Volunteer Toolkit Project Lead• Glenn Rogers, Web 2.0 & GSUSA Web Platform

Project Lead• Kymberly Miller• Michelle McCormick• Dana Allen (ad hoc)

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Implementation Plan

DESIRED REALITY

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Year 1 Implementation Plan

What Time Frame

GSNorCal Web 2.0 Spring 2014

Volunteer Systems Renewal Spring 2015

Volunteer Systems Email Marketing Integration

Spring 2015

Volunteer Systems Case Management (customer relationship management)

Spring 2015

Volunteer Systems Recruitment & Onboarding Summer 2015

Volunteer Tools Summer 2015

Web Platform Summer 2015

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Year 0 Implementation Plan

Build our muscles for the future

Participate in the GSUSA Thought Leadership group informing the national roll out of volunteer systems, toolkit, and web platform

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Year 0 Implementation Plan

Build our muscles for the future

• Align business processes with the future state using our current technology so we can easily adopt the new technologyExamples:– Personify Contact Tracking for customer

relationship management– Volunteer position renewal– Troop Catalog

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Year 0 Implementation Plan

Build our muscles for the future

• Conduct small experimentsExamples:– Program department’s age-level troop support

pilot in North Central and North Coast– PEG - experiment with promotion of mother /

daughter skills-based trainings in partnership with Outdoor Program and Volunteer Resources

– I Can’t Wait Until Next Year resources for leaders and parents

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Year 0 Implementation Plan

Build our muscles for the future

• Subtract workExample:– PEG – reduce program offerings

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Implementation Plan

DESIRED REALITY

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Staff & Volunteer Engagement

Volunteers• Year-end SUMMITS• Focus Groups with new leaders• and more…What do you suggest?

Staff• Regular, 30-minute all staff webinars• Department meetings• and more…

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Volunteer EngagementYTD Plan

Area Summit Date Time Location ContentSanta Rosa 3/24/2014 6-8pm Santa Rosa Office Overview of

Volunteer Systems, Volunteer Tools & Web Platform

Implementation Plan

How to get engaged in the 2014-15 membership year?

Communication preferences

Web 2.0 Service Unit Pages

San Jose 4/7/2014 6:30-8:30pm San Jose OfficeContra Costa 4/22/2014 6-9pm Walnut CreekRedding 4/28/2014 6-8:30pm Redding OfficeChico 4/29/2014 6-8:30pm Chico Office

Solano 4/30/2014 6-9pmBenicia Scout House

Alameda 5/1/2014 6:30-9pm Alameda OfficeRedwoods 5/19/2014 5:30-7:30pm Eureka

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GSNorCal 2015-17 Winning Proposition

Girls and volunteers create leadership opportunities that girls want and experiences that change lives.

To deliver on our proposition, we must provide a best-in-class experience for our customers: volunteers, parents, girls, and staff• Simple, easy and time expedient• Alleviate pain points for prospects, current volunteers and staff• Intuitive—adopt common youth program sign-up model

This will require change, the only constant in life.

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Q & A

Email your questions to Michelle Purviance at mpurviance@girlscoutsnorcal.org with the subject: Volunteer Systems & Toolkit.