A Movement of Ideas for Growth Results London, November 2015

Changes in Volunteer Management: New and effective approaches to manage volunteers By Kelly Chirumbolo and Vanessa Mansharamani

Session Objectives: Identification of customer pain points and satisfaction Leading transformation in people, process and technology Approach and Guiding Principles for changes in Volunteer Management Digital tools that address customer pain points and delivers improved services How other member organizations can apply Guiding Principles and address pain points through people, process and system changes

Recruitment Screening and Placement Orientation and Placement Supervision and Recognition Evaluation and Planning Traditional Elements of Volunteer Program Management

Traditional Elements of Customer Relationship Management

Too Much, Too Often, Not Pertinent Outdated Approach to Resources and Learning Arm Twisting Recruitment Tactics Volunteer Time Commitment of Up to 200 hours annually Customer Pain Points Losing customers in the Process

*Estimated Source: Fidelity Charitable Gift Fund Volunteerism and Charitable Giving in 2009 **As of 2014, Median volunteer hours annually in the US*: 50 Requested volunteer hours annually by GSUSA**: 200 State of Volunteerism in the USA

Lack of Data Integrity Organizational Pain Points Inefficient use of Resources Cycle of Recruiting New to Replace Lost members

GSUSA’s Solution to an Improved Volunteer & Customer Experience

Enhancing the Engagement Experience Constituents DonorsAlumnae Volunteers MembersParentsGirls Benefits more adults engaged higher quality program delivery more efficient business model with data-driven decision making

Transformational Business Change

Guiding Principles Who is it Important to? Customer trumps staff. Plan for the Rule, Not the Exception Keep It Simple What they Need, When they Need It, How they Need It

OUTCOME: Councils Now Have Secure, Branded, Easy-to-Navigate Websites WEB PLATFORM

Outcome: Sign Up in Minutes, Not Months!

Outcome: Over 40,000 Troop Volunteers Getting Free, Easy-to Deliver, Online Program & Administrative Tools Online

How the VTK saves Troop Leader’s Time Ready-to-use prepopulated meeting plans. Detailed materials/supplies list for every meeting Key Volunteer resources are categorized, and extra search capabilities available. Easy access to girl information and parent contact information (including s). Accessible anytime, anywhere, by personal computer, smart phone devices and tablet!

Case Management (customer support)

Consider Full Customer Lifecycle Customer Driven Placement Streamline and Simple Processes Easy Access to Tools and Resources Service Mindset Responsive Customer Care Marriage of CRM And VPM

The Difference We Are Seeing 50% of Converted Customers complete process in 1 Day Councils in year two of implementation are above the national average in retention and overall membership Adult Conversion rates as high as 77%. Average Business Hours to close a customer case: 22 (Top Performers are closing in 7 hours) 34.3% first contact resolution for customer cases Almost 40% of Troops using the Volunteer Toolkit

A better volunteer experience Increased Volunteer Retention A quality girl experience and membership growth!

Questions?

ACTIVITY Do you have the same pain points? How will you apply the Guiding Principles to enhance the engagement experience through people, process and system changes?