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CEI

What is CEI?

WHAT IS CEI?

Imagine a world where girls and volunteers join Girl Scouts with ease, and the process of becoming a troop leader is completed in a few days instead of weeks. Volunteers and families can find answers and receive support easily, in ways that best fit their schedules and lives. More girls and volunteers return year after year to an organization they love.

Can you imagine it? We can, too, and we’re ready to make it a reality.

That’s why Girl Scouts of Eastern Pennsylvania is joining with Girl Scouts of the USA and councils across the nation in a new way of engaging and communicating with volunteers, families and girl members. The project is the Customer Engagement Initiative (CEI) and it’s all about improving the volunteer experience and making it easier for girls to get involved with Girl Scouts!

This new way of work focuses on aligning people, processes and systems to effectively ensure both recruitment and service/retention functions are providing a quality, customer-centric and consistent experience resulting in girl and volunteer membership growth and satisfaction.

This exciting initiative consists of three online tools:

  • Volunteer Systems: An all-new membership registration system will make it easier for members to join Girl Scouts.
  • Website: Our website will be updated to be consistent with the Girl Scout brand and aligned with other councils across the country.
  • Volunteer Toolkit (VTK): The Volunteer Toolkit is an online tool for leading your K-5 troop. It has reduced annual time commitments of volunteers by an average of 70-hours annually. Click here to view a video preview of the Volunteer Toolkit.

GSEP transitioned to CEI in May 2017.

CEI Timeline

 

Friday, May 5 – Monday, May 8

  •  No access to Personify/Online Registration System – During this time both members and staff will be unable to access member, volunteer, or troop information and cannot make, change, or check activity registrations.

Monday, May 8

FAQs

FAQs

What is CEI?

The Customer Engagement Initiative (CEI) is a new way of engaging and communicating with our amazing volunteers, caregivers and girls. This exciting initiative consists of three online tools: a refreshed website, an all-new membership registration system, and a groundbreaking Volunteer Toolkit for K-5 troops (with additional age-level programming to come!).

What are the benefits of CEI?

Girl Scouts of the USA has invested in new tools and technology for councils, designed to improve the adult and girl experience and keep members at the center of our process. Members can expect:

·       A faster and easier joining (and renewal!) experience for girls and adult volunteers. The process of becoming a volunteer – from signing up to being appointed to a troop – can take as little as one week instead of four to six weeks!

·       A simplified volunteer experience, with planning and administrative tasks taking less than half the time as before (from 200 hours per year to fewer than 100) so volunteers can focus on the fun of working with girls!

·       Better communication with Girl Scouts to ensure families and volunteers are having a great experience and have the support they need. Our customer care process will provide real-time phone support, and there will be clear expectations and increased accountability for how staff should respond to member needs.

What are potential challenges of CEI?

All organizational changes are complex. However, by taking the necessary time to prepare our staff and systems for the transition to CEI, we are hoping to make the member experience as seamless as possible. Potential technology issues have greatly improved with each cohort of councils that have made the transition.

Are staff roles changing?

In order to limit disruption of services to our members, GSEP planned a phased realignment of staff to prepare for CEI. In 2016, GSEP’s Membership, Volunteer Intake, Membership Support, Registration, Volunteer Training & Support, and Program departments were reorganized to create the Recruitment, Placement, Member Services, Volunteer Training & Development, and Girl Experience teams. This change enabled GSEP to align our work with the new CEI business model for the current membership year.

As we got closer to the official CEI launch date, we determined that GSEP staff needed to become even more specialized in their work to successfully implement CEI.

Necessary changes included:

·       Our recruitment team needs to focus on growing girl and adult membership without the added responsibility of Service Unit management;

·       Quality troop and Service Unit support requires a full team dedicated to serving our volunteers; and

·       CEI requires a team of Girl Scouts experts solely dedicated to answering phones and emails and providing the highest level of customer service.

To maximize the quality of service we provide to our members, in March 2017, we underwent an additional realignment that impacted the Business Development, Customer Engagement, and People (Volunteer Training & Support and HR) teams. All internal hires were made by early April, and new positions went into effect on May 1.

How will the log-in experience change and can members use their current online account?

When we rolled out CEI in May, all contacts received an email with instructions for creating an account. Members will need to create a new log-in to use this tool (it can be the same as their E-Biz login), but all account information will have been imported from our current database. When you are ready to log in, visit gsep.org. On the far right top of the page, you will see a link called “My GS.” When you click the link, you will go directly to your login page.

Will members have to input all of their troop information in the new database?

Our staff has already migrated all of the member data from our old database. You will only need to make changes if and when your troop membership changes. If it’s not already in the system, we’ll also ask you to update your troop meeting information (date/location/time/grade level). NOTE: If your troop meets at a private residence (not recommended), only include the zip code and the words “Private Residence” in the address field.

How will members register for camp and programs?

Volunteer Systems does not currently support activity registration, so GSEP will continue to use Personify/Ebiz for program and camp registration. We're now calling this the Program/Event Registration System.

How will Service Units and troop leaders be supported?

Beginning May 1, each Service Unit will be assigned to a Volunteer Support Specialist, who will serve as the Service Unit’s primary contact with the council. Volunteer Support Specialists will answer programmatic questions, handle conflicts, provide reports, and help connect volunteers with resources. Volunteer Support Specialist and/or other GSEP staff members (for example, Product Program team members or camp staff) will attend Service Units 3-4 times per year or as needed/requested. Click here to view contact information for our Volunteer Support Team. 

A team of localized Recruitment Specialists will work in collaboration with the Service Units to help grow girl and adult membership and recruit volunteers throughout the council. In addition, a team of Placement Specialists will follow-up on leads, process volunteer applications, and will help place waiting girls in troops. Our dedicated Member Services team will be available to answer live phone calls and will be equipped to answer most questions from parents and volunteers. New technology will increase staff accountability and responsiveness – ensuring that all inquiries and issues are addressed in a timely manner.

Will my troop be automatically added to the Opportunity Catalog?

For decades, we’ve recruited first – then formed troops. This resulted in long waiting lists of girls, very frustrated families, and stressed out new volunteers. Simply put, if we want this to change… we have to make a change!

The Opportunity Catalog is an online listing of available troops. The catalog makes it easy for new and returning members to find a troop that best fits their needs and makes Girl Scouts accessible to everyone! All troops that have vacancies (troops that have not met the appropriate girl/adult ratio) will be included, whether they are new or existing troops. 

The Opportunity Catalog will list the schedule (Meeting Day, Meeting Frequency, and Meeting Start Time) and the approximate location of your troop meetings, as well as your troop number and troop level. If you meet at a person’s house or other private location, you may choose to identify a nearby intersection or landmark. The exact address of your meeting location is never displayed.

In limited circumstances, a troop with a hardship may apply to opt-out of the Opportunity Catalog by completing the Opt-Out Form.

If all of the girls in your troop renew their membership in your troop for the upcoming membership year by September 30, their spots are guaranteed.  However, if all of your existing members do not renew by September 30th, their spots will be opened up to anyone looking for a troop in your area.  For example: if you currently have 12 girls, but only 8 girls renew for the next membership year, 4 available spots will be listed for your troop starting October 1st. If a girl renews after September 30th , she can still renew into your troop, but there is a possibility that your troop will be above the desired number of girls.

Will volunteers be trained on the new system? When and how?

Yes, we will provide initial training to volunteers via webinars, documents on our website, and in-person workshops. We will offer ongoing coaching and support through our customer care and volunteer support teams. We will also update our current training to incorporate the Volunteer Toolkit.

Why didn’t I receive login email from GSUSA?

All 2016 and 2017 members with an email address should have received an email on May 15th or 16th inviting you to join the Member Community. If you did not receive that email, contact memberservices@gsep.org and we will resend it. 

I am a Lifetime Member. Why does it say my membership is “in progress”?

If you are a Lifetime Member and you renew or change your volunteer position, your position will automatically switch to “in progress” while we verify your criminal background check documentation. (Unfortunately, the system does not allow us to skip this step – even for currently cleared volunteers.)

How do I renew my volunteer position?

If you are an adult volunteer who is renewing, we recommend that you renew any girls and adults in your troop first, then renew your own membership, then renew (or change/add) your volunteer position. Because all Girl Scout volunteers in Pennsylvania must have valid background checks, any changes to your volunteer position will make your position “in progress” while we manually check your background check status. (Unfortunately, the system does not allow us to skip this step – even for currently cleared volunteers.)

Why am I seeing inactive members in my troop? These girls/adults were not part of my troop this year.

As part of our data migration process, we transferred all members from Member Years 2016 and 2017. If a girl or adult was part of your troop in 2016 but not in 2017, they will appear as “inactive.”

Why are the criminal background check dates in my member record incorrect?

The “background check complete” date is listed as the last day of month in which the report was generated. We know of some instances where the “background check complete” date is in the future, and we are working to correct those dates. If you encounter this issue, or if you believe your background check dates are incorrect, contact us at memberservices@gsep.org and we will verify the dates.

The Years of Scouting listed in my account is incorrect. Can you fix it?

Years of Scouting is self-reported. When a girl membership or an adult membership is renewed, the number in the Girl Years field (or Adult Years field for adult members) is incremented by 1. At this time, the number of Adult Years field does not automatically advance for Lifetime Members.

Neither GSEP nor GSUSA keeps records of years of service, and this is not a field that we are able to verify. However, if your account lists the incorrect number of years and you’d like us to update it, email memberservices@gsep.org.  

When I create my password for MYGS/Member Community, does it automatically update my password in the Program-Event Registration System (Ebiz)?

No, setting up your account and/or resetting your password for MYGS will not reset your password in the Program/Event Registration System. However, you can use the same username and password in both systems.

Do I need an account in the Program/Event Registration System (Ebiz) to register for a program or training?

Yes. MYGS does not currently support event, program, or training registration. If you are a new member, or if you do not have a current log-in for the Program/Event Registration System (Ebiz), you will need to create an account in order to register for events, programs (including camp), or trainings.

Before logging into Program/Event Registration, you must create an account in MYGS and then wait 24 hours (it takes 24 hours for the systems to transfer your information). You may then create a login and complete your program registration. 

How do I request a Troop Transfer?

To request a troop transfer, email memberservices@gsep.org with the full names of girls/adults to be transferred and their new troop numbers. Service Unit Managers, Troop Leaders, and parent/guardians may initiate a transfer.

Why are girls/adults missing from my troop?

There are several reasons why members might be missing from your troop:

1.They didn’t transfer - The last day for troop transfers before our data migration was April 20th. If you requested a transfer between April 20-May 15, those members were not transferred.

2.They were “in process” - If you had an adult member whose position was “in process” (meaning they had not yet completed the criminal background check process) before the data migration, they were not transferred as volunteers into the new system.

3. They never registered - Girls/adults were not registered in your troop for 2016 or 2017 will not show up in your troop. 

4. They might be connected to another troop – adults who do not hold a volunteer position can only “live” in one troop. For example, if a member has two girls in different troops, they cannot be associated with both daughters’ troops.

If you are missing girls or adults who are registered, contact memberservices@gsep.org and we will move them into the proper troop.

Can I add new girls to my troop now?

Yes! If the girls are already registered, email memberservices@gsep.org and request a troop transfer.

If they girls are not already registered, the troop leader can add them during the renewal process. At the bottom of the renewal page, beneath “add a new member to your troop,” select girl or adult member and click go.

If you’d like to add your troop to the Opportunity Catalog now  so that new girls and families searching for troop opportunities can join, contact memberservices@gsep.org. (Note: all troops with available spaces will be added to the Opportunity Catalog on October 1.)

Why can’t I update my girl’s grade for 2016?

The Grade for Membership Year 2018 will become available and all current members will automatically “age up” one year on July 1.

Which leader (01 or 02) received the email to access troop information?

All active troop leaders (01 and 02) received an email and should be listed as Troop Leader/Co-leader in MYGS. Any adult volunteer listed as a Troop Leader/Co-leader has access to troop information.

If your volunteer status was “in process” before the data migration (meaning you had not completed the criminal background check process), you will not be able to renew your position or view troop information. To be added as Troop Leader/Co-leader for an existing troop contact  memberservices@gsep.org.

Who can I contact if I have questions/suggestions about CEI?

We will continue to update our membership via GSEP News, at volunteer meetings, and on the Customer Engagement Initiative page on our website. Have a question that hasn’t been answered here? We’re happy to help! Email us at communications@gsep.org for more information.

 

Early Bird Registration

Early Bird Registration runs from May 15-July 15. Girls who re-new by July 15 will be mailed the exclusive G.I.R.L. patch. Leaders who renew to lead will be mailed a 10% off coupon to the retail shop, where they can pick up their (adorable!) first aid kit!

Visit our renew page for more information on early bird and helpful tips to renew on the new My GS/Volunteer Systems member database.