Voice of the Scout Implementation - Listening Phase -

1. Voice of the Scout Implementation- Listening Phase -

2. Today’s Outcomes • See the big picture of how VOS will be applied for Scouting. • 2. Understand the roles necessary • to manage VOS for success. • Know the tools to use and timeline • to expect for VOS this spring.

3. How The VOS will Impact BSA

4. Where we are…

5. Purpose & Vision To be Scout driven in all that we do. END RESULT: Youth Market Share Growth Membership Growth Scout & Volunteer Referrals Scout & Volunteer Retention Program Satisfaction

6. From VOS to JTE – Council Level Council VOS= JTE Bonus points in 2012.

7. From VOS to JTE – District Level District VOS= JTE Bonus points in 2012. Bronze – 25 pts Silver – 50 pts Gold – 200 pts Email Address Saturation Response Rate Net Promoter Score Achieve bronze requirements and have 15% of those surveyed actually respond. Have 60% of all registrants (youth over 13 and adults) with email addresses in ScoutNET. Achieve silver requirements and achieve an overall average Net Promoter Score of 45%.

8. GENERAL Roles & responsibilities

9. 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! Scout Executives

10. 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.

11. 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.

12. Role of the Executive Team Scout Executives & District Executives • 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

13. 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.

14. 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

15. Role of the Key Three 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 Scout Executive District Exec Commissioners

16. Phases of VOS

17. The Phases of Voice of the Scout: Listening, Learning, Acting March – April OR Sep - Oct • Individuals receive surveys • once every six months. • Councils receive • Experience Recovery • Notices each time contact • is requested by • respondents. May Or November • View results on the VOS Dashboard. • Define trends and rank impact. • Generate solutions and nominate best practices. June - July – August OR Nov-Jan • Report on results. • Outline high-impact change priorities • Integrate in Fall operations

18. Listening Phase Implementation Fall Survey Cycle Sept Oct Spring Survey Cycle March May Webinar Understanding & Using Results VOS Bulletin Survey Launch Date Confirmation Webinar Dashboard Use Training VOS Bulletin Survey Close Date Confirmation • Via Scout Wire • SEs, DEs • Champions • Key 3 • Commissioners • District Committees • Via Scout Wire • SEs, DEs • Champions • Key 3 • Commissioners • District Committees

19. Learning Phase Implementation Fall Survey Cycle Oct Nov Spring Survey Cycle April May VOS Bulletin Learning Activities & Fall Opt-In Webinar Final Numbers, Early Findings VOS Bulletin • Via Scout Wire • SEs, DEs • Champions • Key 3 • Commissioners • District Committees • Via Scout Wire

20. Acting Phase Implementation Fall Survey Cycle Nov Jan Spring Survey Cycle MARCH APRIL VOS Bulletin Link to Full National Report Webinar Acting at the Unit Level VOS Bulletin • Via Scout Wire • SEs, DEs • Champions • Key 3 • Commissioners • District Committees • Via Scout Wire

21. VOS PROGRAM & TOOLS: How we are Listening

22. The VOS Survey Cycle – Spring

23. Portal to Dashboard www.MyBSA.org www.MyScouting.org Dashboard and reports Dashboard Only

24. MyBSA: Activate Report Views MyBSA Administrator must make changes “Administration” tab on MyBSA Home Page Select “Access to Home Page” link Activate VOS reports for staff selected by SE

25. 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.

26. 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.

27. Report: Bounce Back Tool on MyBSA Use to identify registrants with inaccurate emails recorded in ScoutNET. Make regular updates & corrections.

28. 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 28

29. VOS Preparation before surveys

30. The Importance of “NOW”: Assess, Train & Promote www.scouting.org/jte

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

32. Train: Attend Webinars or Go Online WWW.SCOUTING.ORG/JTE References & Resource Material Presentations & Training Videos Video Shorts Campaign Material Email Verification Tool VOS System Overview NPS Fact Sheet FAQ’s and other toolkit materials Flyers Posters Web Banners Newsletter Releases General Info Deck On-Boarding Deck/Video Listening Presentation Response Guidance The Power of NPS Using VOS Reports VOS Roles/Responsibilities How to Use the Dashboard

33. Promote: Set Your Campaign NOW March & Sep March & Sep April & Oct

34. Promote: Campaign Material Samples “teaser” web banner flyer newsletter insert template newsletter article

35. 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

36. 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.

37. VOS Master Calendar Scouting.org/jte

38. Location Reference for Reports/Tools Email any questions you may have to jte@scouting.org.

39. Q&A