Voice of the Scout Implementation - Listening Phase -

Today’s Outcomes

1. See the big picture of how VOS will be applied for Scouting.

2. Understand the roles necessary

to manage VOS for success.

3. Know the tools to use and timeline

to expect for VOS this spring.

How The VOS will Impact BSA

WHERE WE ARE…

Purpose & Vision

Program Satisfaction

Scout & Volunteer Retention

Scout & Volunteer Referrals

Membership Growth

END RESULT: Youth Market Share Growth

To be Scout driven in all that we do.

GENERAL ROLES & RESPONSIBILITIES

Scout Executives

OVERALL: Stewards of the Experience

ACKNOWLEDGE THE LEARNING CURVE!

•It’s a New Program

•Institution of New Processes

•Generation of New Ideas

Email Us: jte@scouting.org

Subject Line: Making VOS Great

Body: Your suggestions!

VOS Champion: The Professional

A well-respected professional that has a direct line of communication with Scout Executives…

• Facilitates and stewards the delivery of program

materials to districts and units.

• Ensures a solid process for email collection & entry

into ScoutNET.

• Responsible for addressing experience

recovery notices.

• Identifies recurring issues and trends.

VOS Champion: The Volunteer

A committed, engaged volunteer who ideally has a background in customer loyalty and/or social science statistics… • Facilitates the VOS discussion at board meetings • Encourages participation of Voice of the Scout at the unit and district volunteer levels. • Interacts with Professional Champion to help solve experience issues.

Role of the Executive Team

• Apply solutions to trending issues for making maximum positive impact for detractors.

• Determine factors of exceptional Scouting experience based on promoter feedback and replicate across districts.

• Reach out to Area Directors regarding districts and councils having similar customer experiences of other Councils and Districts to make positive change.

• Maintain a “customer focus” in words and actions, by stressing the importance of feedback.

• Reference VOS information to make key decisions for the council, districts

Scout Executives & District Executives

Role of the Volunteer Commissioners

Encourage email addresses added through Internet rechartering process

Promote parent awareness of VOS and the importance of completing the survey

Serve as the coach and trainer for your units at the Unit Self Assessment and Action Planning meetings twice a year.

Help the Unit Key 3 understand what their VOS feedback might be telling them and encourage any changes to improve trending detractor experiences.

Encourage and monitor changes designed to improve the Scouting experience.

Role of the Volunteer District Committees

Collect and promote entry of email addresses on every district event and camp registration form

Promote awareness of VOS and the importance of completing the survey

Use the VOS information to identify ways to improve the unit leader, youth and parent experience

The Thorns and Roses Approach

Continue to do the things that are popular,

Stop the things that are irritants, or

Start new things that are requested

Role of the Key Three

Scout Executive

District Exec Commissioners

President

District Chairman

Use VOS to support board-

level decisions

Lead by example reinforcing the importance

of member feedback

Actively promote VOS to drive decisions at the district and unit levels

PHASES OF VOS

The Phases of Voice of the Scout: Listening, Learning, Acting

Listening

Learning

Acting

• Individuals receive surveys once every six months.

• Councils receive Experience Recovery Notices each time contact is requested by respondents. • View results on the VOS

Dashboard.

• Define trends and rank impact.

• Generate solutions and nominate best practices.

• Report on results. • Outline high-impact change

priorities • Integrate in Fall operations

Listening Phase Implementation

VOS Bulletin Survey Launch Date Confirmation

• Via Scout Wire • SEs, DEs

• Champions

• Key 3

• Commissioners

• District

Committees

• Via Scout Wire

Webinar Dashboard Use Training

VOS Bulletin Survey Close Date Confirmation

Webinar Understanding & Using Results

• SEs, DEs

• Champions

• Key 3

• Commissioners

• District Committees

Fall Survey Cycle

Spring Survey Cycle

Learning Phase Implementation

VOS Bulletin Learning Activities & Fall Opt-In

• Via Scout Wire • SEs, DEs

• Champions

• Key 3

• Commissioners

• District Committees

• Via Scout Wire

Webinar Final Numbers, Early Findings

VOS Bulletin

Fall Survey Cycle

Spring Survey Cycle

Acting Phase Implementation

• Via Scout Wire • SEs, DEs

• Champions

• Key 3

• Commissioners

• District Committees

• Via Scout Wire

VOS Bulletin Link to Full National Report

Webinar Acting at the Unit Level

VOS Bulletin

Fall Survey Cycle

Spring Survey Cycle

VOS PROGRAM & TOOLS: HOW WE ARE LISTENING

The VOS Survey Cycle – Spring

EARLY MARCH ALL SURVEYS EMAILED

MID MARCH REMINDERS SENT TO NON-RESPONDERS, ONE WEEK AFTER INITIAL EMAIL

MID MARCH –MID APRIL COUNCILS RESPOND TO EXPERIENCE RECOVERY REQUESTS

MAY 8TH SURVEY ENDS: DASHBOARD POPULATED, ACCESS VIA MYBSA & MYSCOUTING

Portal to Dashboard

www.MyBSA.org www.MyScouting.org

Dashboard and reports Dashboard Only

MyBSA: Activate Report Views

1. MyBSA Administrator must make changes

2. “Administration” tab on MyBSA Home Page

3. Select “Access to Home Page” link

4. Activate VOS reports for staff selected by SE

Report: Experience Recovery Tracker on MyBSA

Use after surveys launch to Track & Follow-up on response to members requesting council’s attention. Scouts will NOT be be offered experience recoveries, in compliance

to 1:1 youth protection concerns.

Monthly Council Report on MyBSA

High level results are displayed on this report which is accessed from a link on MyBSA Home Page.

Use for meetings with staff and volunteers.

Report: Bounce Back Tool on MyBSA

Use to identify registrants with inaccurate emails recorded in ScoutNET. Make regular updates & corrections.

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VOS DASHBOARD: Goes Live in April

Displays NPS score for each segment Full NPS scale is -100% to +100%

The average of these 7 numbers must be 45% or higher to receive 200 JTE points

VOS PREPARATION BEFORE SURVEYS

The Importance of “NOW”: Assess, Train & Promote

www.scouting.org/jte

Assess: Use the Registrant Verification Tool to Maximize Email Saturation Rate

Train: Attend Webinars or Go Online

References &

Resource Material Campaign Material

Presentations &

Training Videos Video Shorts

WWW.SCOUTING.ORG/JTE

Email Verification Tool

VOS System Overview

NPS Fact Sheet

FAQ’s

and other toolkit materials

Flyers

Posters

Web Banners

Newsletter Releases

The Power of NPS

Using VOS Reports

VOS Roles/Responsibilities

How to Use the Dashboard

General Info Deck

On-Boarding Deck/Video

Listening Presentation

Response Guidance

Promote: Set Your Campaign

4 WEEKS PRIOR

• Release Flyers

• Post Teaser Web Banner

• Promote in Newsletters

ONE WEEK PRIOR

• Reach out to the CORs

• Create a buzz on Social Media

• Prep Launch Web Banner to “Go Live”

DAY OF LAUNCH

• Post “It’s ON!” Web Banner

• Announce on Social Media

POST LAUNCH ACTIVITY

• Swap Web Banner for rotating version

• Thank members in all channels

NOW March & Sep March & Sep April & Oct

Promote: Campaign Material Samples

flye

r

“teaser” web banner

new

sletter insert

tem

pla

te n

ewsl

ette

r ar

ticl

e

VOS Listening Phase Actions: Professionals

Scout Executive: Clearly Lead the Charge to get the Voice of the Scout! • Prep- Choose VOS Champions to steward the program. • Prep- Maximize all processes to collect accurate emails. • Prep- Promote through all channels available. • Prep- Ensure all staff interacting with members understands what and how important VOS is for improving experiences of members. • Live- Drive prompt responses for Experience Recovery notices

VOS Champion (Pro): Ensure quality interactions and treatment of the program. • Prep- Become familiar with all training materials. • Live- Be the key responder for the Experience Recoveries and escalate trends and issues to SE when warranted. • Live- Help spot-train staff interacting with members and VOS

District Executives: Be a reliable bridge to raise awareness about VOS at Unit levels. • Prep- Ensure training materials are distributed and in use at unit level activities. • Prep- Understand the key elements of VOS to have solid conversations about the importance of the program. • Live- Capture all informal feedback about program

VOS Listening Phase Actions: Volunteers

VOS Champion (Volunteer): • Prep- Become familiar with VOS as a program as well as survey/data timelines to assist with interpretations and trend development. • Live- Check in with VOS Champion and SEs to see if assistance with Experience Recoveries or other program details might be needed.

District Committees • Prep- Become familiar with the VOS approach, as well as the three phases of Listening, Learning & Acting. • Live- Check in with your district executive or the VOS Volunteer Champion to see if assistance might be needed in your district.

Commissioners • Prep- Understand VOS and support the importance of member feedback for Scouting. • Live- Offer guidance about program details for best possible impact at unit levels.

VOS Master Calendar

Scouting.org/jte

Location Reference for Reports/Tools

Reports & Tools MyBSA / MyScouting Scouting.org/jte

Training Videos & Materials X

Promotional Materials X

Email Verification Instructions X

Email Bounce Back Report X

Service Recovery Tracker X

Monthly Alerts X

Dashboard Access X

Template Agendas X

VOS Utility Schedule X

Email any questions you may have to jte@scouting.org.