Position Summary: The Volunteer Relations Specialist facilitates the negotiation and resolution of conflicts between disputing parties by working collaboratively with the parties, providing direction and support, and identifying creative ways to reach a mutual solution. She/he offers and coordinates supplemental support services to volunteers/guardians to ensure the effective delivery of the GSLE and to retain adult and girl members. Responsibilities:
Provides excellent customer service and support for adult volunteers and assists with retention goals by managing and responding appropriately to all assigned cases and inquiries including, but not limited to, email, phone, and face to face interactions.
Assist in supporting the council’s volunteer management system to include the development, training, recognition, and re-assignment of volunteers.
Provides effective communication between volunteers and council staff; and access to additional support services and resources.
Support volunteers in working collaboratively and productively by providing conflict management and mediation services.
Ensure volunteers received on-going coordination, communication, motivation, problem-solving, and support when disputes occurs.
Maintain all documentation and records in our customer relations management system to monitor and track the resolution process for situations involving conflicts between volunteers/guardians of girls.
Keeps current on product program information and supports training and messaging that is offered to volunteers.
Maintains compliance with GSWISE and GSUSA policies as well as federal and state regulations while ensuring that the organizational goals are met.
Assists with facilitating training and/or works with volunteer facilitators to support training.
Model behavior consistent with the Mission and purpose of Girl Scouting.
Perform other duties as required or assigned.
Bachelor’s degree, or 5-7 years equivalent relevant experience
Minimum 1-3 years’ experience and demonstrated work experience within non-profits or volunteer management. Conflict management experience a plus.
Highly organized, demonstrated hands on experience with proven ability to multitask, handle pressure and meet deadlines.
Excellent human relations, written and oral communications skills.
Ability to solve problems and conflict resolution.
Technical computer skills in Microsoft Office including Word, Excel, Outlook, customer relationship management systems, and social networking.
Ability to work flexible hours including some evenings and weekends.
Experience and sensitivity in working with diverse people; staff and volunteers
Willingness to subscribe to Girl Scout philosophy and program standards which includes paying a nominal membership fee annually.
Have daily access to dependable transportation, valid driver’s license, compliance with the council’s policy of automobile insurance limits, and a driving record that meets the requirements for coverage of the council’s business auto insurance carrier.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit and/or stand for long periods, and operate office equipment manually. The employee must be able routinely lift 15 pounds and occasionally lift and/or move up to 30 pounds.