By Margaret Dennis, Director of Volunteer Resources (as of today),??? Job Title and Role (to be determined going forward), SWW Volunteer, and Girl Scout always!!
Change is everywhere – at home with your kids’ growth, at the supermarket with new products, on TV with new and cancelled shows, and at work with new job titles or roles or processes.
Change is just one of those constants in life. After all, Heraclitus said it millennia ago in the 6th century B.C.E., “There is nothing permanent except change.” And who wants things to be the same all the time? After all, “If nothing ever changed, there’d be no butterflies.” Unknown
It doesn’t mean we always have to like it! While I may accept that my vision started deteriorating around age 42, it is not something that I enjoy. BUT it is something I have to accept. “If you don’t like something, change it. If you can’t change it, change your attitude.” Maya Angelou
In those cases, such as my vision, where I don’t like the change but I have no control over it, I need to make the most of it. “The secret of change is to focus all of your energy not on fighting the old, but on building the new.” Socrates. I could deny the change – refuse to wear glasses or contacts – but that would hurt mostly me. So I embrace the change and pick out glasses that look good on me and I appreciate the fact that I can see better with them.
When it comes to organizations such as Girl Scouting, those of us who have been around a while typically have the hardest time. We know that things have changed many times, and will continue to change. Sometimes we are just tired of learning new ways of doing something, or we don’t see the need for changing it – “If it ain’t broke, don’t fix it” attitude. But that is a good recipe for stagnation. “Change is inevitable. Progress is optional.” Tony Robbins
In Girl Scouting, we are always looking to offer a better experience, a more relevant program, a more effective way to make a difference in girls’ lives. But to accomplish that, things must change. “Progress is impossible without change, and those who cannot change their minds cannot change anything.” George Bernard Shaw.
As we move into summer, GSSI is looking at changes that will mean doing things differently. As a staff member and volunteer, I feel particularly hard hit but excited. GSSI staff has been working on the Customer Engagement Initiative (CEI) for many months. Some councils were pioneers and blazed the trail, others chose to hang back- far back! GSSI’s take? “The only way to make sense out of change is to plunge into it, move with it, and join the dance.” Alan Watts. And it is a great dance! I am convinced that CEI will allow us to provide our volunteers, families and girls with a better experience all around.
“If you change the way you look at things, the things you look at change” Wayne Dyer
CEI is about looking at things differently. What does it mean for volunteers? Better service, for starters. We will have one unified software system based on the popular customer relations manager, Salesforce, to better track our on-boarding of potential and new members and volunteers, and our support of you during your entire tenure with us. The software tool will be consistently used by our teams to help members from new membership recruitment and support, membership services and support, and customer care.
How will the staff changes look to our volunteers?
- Potential members and volunteers will be served by a New Member Recruiter out in the field.
- New members will be guided through their registration and onboarding by our New Member Support specialist.
- Members will be benefiting from close attention by our Membership Services and Support staff at service unit meetings, and through program and adult learning opportunities.
- At all times, you will have ready access to our Customer Care team through which you will receive consistent and timely answers to your questions.
A word of warning: “All great changes are preceded by chaos.” Deepak Chopra
We are working VERY hard to ensure a smooth transition but there will be bumps along the road as we learn new technology. There will be hiccups as we figure out more efficient processes. And there will be headaches when things don’t work as expected.
We know that all of our work will be for nothing if we do not have YOUR support. I firmly believe that all the upcoming changes will result in a better experience for our girls and volunteers. I hope that you will continue to partner with us on this journey.
So, don’t be afraid of these changes. You may lose something good but we will be gaining something better!