Volunteer Success Manager (FT) - Must live in Washington State en Girl Scouts of Western Washington

Description

About Girl Scouts of Western Washington

Girl Scouts of Western Washington is consistently and unapologetically committed to providing safe spaces for all girls* to belong. We build Girl Scouts of courage, confidence, and character who make the world a better place. Founded in 1912, our organization has been committed to meeting the needs of our youth members for over a century. We uplift all Girl Scouts in a supportive environment where they can discover their strengths and rise to meet new challenges—whether they want to climb to the top of a tree or the top of their class, lace up their boots for a hike or advocate for climate justice, or make their very first best friends. Backed by trusted adult volunteers, mentors, and millions of alums, Girl Scouts lead the way as they find their voices and make changes that affect the issues most important to them. They are the future leaders paving the way toward a brighter tomorrow. To learn more, visit www.girlscoutsww.org.
 

Girl Scouts of Western Washington values diversity, equity, and inclusion and we foster a welcoming, inclusive work environment. We are an equal opportunity employer, and we do not discriminate based on race, color, religion, age, national origin, gender, veteran status, sexual orientation (heterosexuality, homosexuality, bisexuality, and gender expression of identity), marital status, or the presence of any physical, sensory, or mental disability, or any other protected classification under applicable laws.
 

*Girl Scouts of Western Washington uses the term girl inclusively to speak to everyone who identifies with the Girl Scout experience, which includes cisgender girls, gender-expansive youth, transgender youth, non-binary youth, gender nonconforming youth, genderqueer youth, and any girl-identifying human.

About the Position

The Volunteer Success Manager at Girl Scouts of Western Washington (GSWW) fosters positive relationships with volunteers by implementing the philosophy and processes of conflict and relationship management within our volunteer and membership community. As the primary point of contact for member conflict and relationship management, this role develops, maintains, and revises the conflict resolution framework to align with Council policies. The Volunteer Success Manager provides guidance on escalated member and volunteer conflicts managed at the departmental level across the Council. This role also collaborates with the Program and Learning team on the volunteer training program to enhance volunteer growth and engagement with Council principles and will own the volunteer screening processes during placement. This position requires a proactive approach to conflict resolution, a commitment to volunteer development, and a collaborative mindset to support the overall success of GSWW's volunteer initiatives.

This is a regular, full-time (40 hours per week), non-exempt role that requires residency in Washington State, preferably within our Council region of Western Washington. Work can be conducted remotely, but successful candidates must be willing and able to come into a GSWW office or alternative location as needed or when requested. While the full pay range is $31.85 to $35.83 per hour, this position will start at $31.85 per hour for purposes of internal pay equity.
 

Girl Scouts of Western Washington offers an excellent work environment, meaningful mission-driven work and a competitive benefits package that includes employer-paid options for medical, dental, life/AD&D for employees. Additionally, access is available for our 403(b) retirement plan, as well as voluntary benefits that include vision insurance and flexible spending accounts. Our generous paid leave plan includes three weeks of vacation to start, sick leave, paid holidays, paid time off for personal development and volunteerism, AND nearly two weeks of paid leave for our winter break! 

Requirements

Essential Duties and Responsibilities

• Responsible for implementation of volunteer, member and member family related conflict management and serves as the subject matter expert for related conflict issues throughout the Council to maintain equity and consistency. 
• Maintains the overarching conflict framework and workflows as they pertain to member and volunteer management
• Consults with GSWW leadership about needed volunteer and member related policy changes, keep the policies updated, and communicates changes to the staff and volunteers.
• Manages the full scope of member-facing conflict investigations and mediation. 
• Ensures compliance with Council policies and procedures in all aspects of volunteer management.
• Interprets and enforces GSUSA and GSWW policies and procedures to communities, volunteers and parents.
• Coordinates with Volunteer Support Managers on low-level conflict management strategies and protocols.
• Manages the administration of criminal background checks
• Recommends or requires training or tasks to address concerns based on conversation and proposed resolutions for conflict issues.
• Collaborates with the Volunteer Recognition Committee to implement strategies for acknowledging and appreciating volunteer contributions.
• Partners with Volunteer Learning to identify conflict trends and recommends proactive measures to mitigate further issues.  

This is a general description of the essential responsibilities of the position and is not inclusive of all job duties; other associated duties may be assigned.
 

Knowledge, Skills, and Abilities

• Knowledge of and commitment to fostering a work environment that prioritizes diversity, equity, inclusion, racial justice, and belonging.
• Strong commitment to Girl Scouts of Western Washington’s mission and vision. 
• Ability to manage time effectively, prioritize workload, and adapt to changing demands.
• Ability to communicate effectively, both verbally and in writing, with tact, diplomacy, and authority when necessary.
• Demonstrated ability to resolve conflicts and facilitate de-escalation with diverse individuals and groups.
• Strong interpersonal skills, including leadership, networking, and relationship building, to effectively engage with individuals at all levels.
• Ability to fairly and effectively serve as a third-party facilitator and provide mediation when needed. 
• Ability to maintain confidentiality and exercise discretion when handling sensitive information. 

Supervisory Responsibilities

This position does not supervise employees but may oversee volunteers on an occasional basis.
 

Education and Experience Required 

• Three or more years of experience in volunteer management and/or customer service
• Experience in a customer-centric environment utilizing conflict resolution and de-escalation techniques; OR
• An equivalent combination of education and/or experience.

Education and Experience Preferred

• Bachelor’s degree in communications, psychology, or relevant field of study.
• Additional training or certification in conflict management or mediation. 

Other Qualifications

• Must reside within Washington State, with preference being residence within our Council region of Western Washington.
• Valid Washington State driver’s license, consistent access to a reliable vehicle, proof of insurance and the ability to fulfill travel requirements across widespread regional geography as necessary. 
• Satisfactory results from criminal background search.
• Willingness to maintain Girl Scout membership.
• Must be willing and able to come into a GSWW office or alternative worksite as needed or when requested.