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New Business Model Puts Girls and Volunteers First

We've joined with GSUSA and councils across the nation in a new way of engaging and communicating with our awesome volunteers, families, and girl members. We're so excited to share information about our new Customer Engagement Initiative (CEI) with you! CEI is our new way of work and is designed to put girls and volunteers at the center of all we do.

The goal of CEI is to provide better customer service and dynamic technology, to ease the processes of joining our Movement, leading a troop, serving as a volunteer, engaging in programs, receiving information, communicating with colleagues and staff, and more!

How did GSMH make this a reality?

In November 2016, we re-launched this website on a standardized national platform. It includes tools and information you count on, and you can now easily search for and find events and forms.  

In June 2017, we transitioned to Salesforce, a robust and nimble customer data management system. The system is customized for Girl Scouts, and our new ways of work will continue to improve and adapt to meet customer needs. 

The Volunteer Toolkit, now live!, is a simple tool to help volunteers like you lead K-5 troops. Based on troop leader feedback, everything a K-5 troop volunteer needs is rolled into an online organizational, planning, and curriculum tool specifically designed to help leaders communicate and stay organized.

Learn all about the Volunteer Toolkit here!

In May 2017, we redesigned our staffing structure to create an improved volunteer and membership experience. Under our old staff design your primary contact was a single person, your membership marketing specialist. With our new structure, you have teams of staff in place to get you the answers you need at initial contact. No waiting for one person to be available, we have a team ready and able to give you the information you need. 

Customer Care Team

The Customer Care Team provides general support to members, families, and the community. Their goal is to provide the information you need, when you need it! This team will be your first contact when you have questions.

Girl Experience Team

The Girl Experience Team develops and implements amazing opportunities for girls! This team will oversee council events, outdoor program, resident camp, travel opportunities, product program, and highest awards.

Recruitment Team

The Recruitment Team is responsible for recruitment of girls and adults for membership growth. The Outside Recruitment Team attends open houses, holds recruitment events, and is out in the community spreading the word about Girl Scouts. The Inside Recruitment Team guides girls and adults through the process of becoming Girl Scouts from the point of initial interest to placing girls and adults into troops.

Volunteer Engagement Team

The Volunteer Engagement Team is the direct link for troop leaders! They help you plan your Girl Scout year and provide guidance for leader training, Girl Scout Journeys and badges, troop activities, the Volunteer Toolkit (VTK), and Early Bird membership renewal.

 

New Office Hours

GSMH has adjusted the public service center hours at your Cape Girardeau, Dexter, and Joplin Service Centers. Beginning June 5, these service center and retail shops will be closed to the public on Tuesday and Thursday of each week to provide an improved customer experience. Updating these hours will allow our new customer care team the opportunity to give you their full attention. Staff will be working on these days - attentively waiting for your calls and emails so they can get you the quickest answer possible.

We also know that occasionally there will be times when a visit to the shop or a conversation with a staff person may be needed.  In these instances, if Monday, Wednesday or Friday just won’t work, you will have the opportunity to set up an appointment ahead of time for a Tuesday or Thursday.

All service center offices and shops, except Springfield, will continue to close for lunch from 1:00 p.m. to 2:00 p.m. Monday through Thursday.

Our customer care team’s goal is to answer your questions on the spot! Call us at 877-312-4764 or email us at info@girlscoutsmoheartland.org.

Check our homepage for special announcements regarding service center closings for staff trainings, meetings, and holidays.