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
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
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
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
firstname.lastname@example.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
email@example.com and we will verify the dates.
The Years of Scouting listed in my account is incorrect. Can you
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,
When I create my password for MYGS/Member Community, does it
automatically update my password in the Program-Event Registration
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 firstname.lastname@example.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 email@example.com 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 firstname.lastname@example.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 email@example.com.
(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
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 firstname.lastname@example.org for