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Service Unit Leader Traininggswise.org • 800-565-4475
Revised July 2017
Service Unit Leader Guide800-565-4475 • gswise.org
Revised July 2019
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DNA of a G. .R.L.She’s a go-getter, innovator, risk-taker, leader!
HELLOMy name is
Leader
Sets goals andsticks to them
Works hard tobring positive
change tothe world
Seeks new adventures and experiences
Speaks up forherself and others
Takes pride inher abilities
and successes
Builds teamspirit and bringspeople together
Takes actionon issues dearto her heart
with compassionand clearcommunication
Falls down andgets back up
Runs forleadership
positions
Sees newsolutions to
old problemsListens toopinions andfeelings differentfrom her own
Has an imagination that knows no limits
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Thank you for your dedication!You stepped up to take on the role of service unit leader for Girl Scouts of Wisconsin Southeast (GSWISE) because
you are ready to play a vital role in the success of our mission to build girls of courage, confidence, and character,
who make the world a better place. Thank you.
In your role, you help inform the council staff about membership needs and allow us to market effectively to each
unique membership area. There is a lot of flexibility regarding the specific tasks you will do, but the basics are being
a responsive contact person for Girl Scout staff and co-leaders, and believing in and promoting Girl Scouting at every
grade level.
The expertise, interests, skills, and life experiences of our volunteers are essential to shaping fun and enriching
leadership experiences where each G.I.R.L. (Go-getter, Innovator, Risk-Taker, Leader)™ can transform her ideas into
action, turn her questions into a venture, and grow her confidence through practice.
These are exciting times for Girl Scouting. Your commitment and passion to the Girl Scout Movement are
indispensable. We value and celebrate your dedication and thank you for joining us as we embark on a new
membership year.
Council Support Departments
Recruitment
Engagement
Volunteer Support
Camp & Girl Experience
Customer Care
Service Unit Team
Service Unit Leader
Troop Organizers
Treasurer
Day Camp Director
Cookie Support Team Member
See complete list on page 7
Troop
Mission Delivery StructureGSWISE, which serves most of southeastern Wisconsin, has been divided into six membership areas and is supported by
a team of council staff with expertise in membership, volunteer support, and program pathways.
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Position Summary: Provide overall support and management to the service team, volunteers and yearly plan for
success.
Term of Appointment: Service unit leaders are appointed on a yearly basis (may be appointed multiple years) by the
volunteer support specialist. Yearly reappointment is dependent upon adherence to Girl Scouts of the USA and council
policies and standards.
Reports to: Volunteer support specialist
Supported by: GSWISE council staff
Responsibilities:
1. In partnership with the volunteer support specialist and service unit team, develop and execute a service unit plan for success and budget by August 15 for the following membership year.
Hold service unit team meetings at least once a year (mid-year) to check on progress of plan.
Assist in carrying out the council’s annual goals and objectives.
2. Recruit and support the service unit team and key volunteer positions.
3. Support troop organizers year-round in recruitment of girls and co-leaders in new and existing troops.
4. Ensure all troops are registered or re-registered at the start of each membership year.
5. To ensure the health of your service unit, plan and facilitate service unit meetings to distribute Girl Scout information.
Networking
Highlight service unit happenings
Enrichments
Camp and Girl Scout program
Product sales
6. Establish a culture of recognition and appreciation.
E ducate and recognize volunteer accomplishments through the yearly award nomination process.
Host year-end service unit celebration for adult volunteers.
7. Attend service unit leader meetings as scheduled by volunteer support staff.
8. In partnership with the service unit treasurer ensure appropriate fiscal management of service unit monies.
9. Support the council-sponsored product sales-the Fall Nut Sale and Girl Scout Cookie Program.
10. Promote GSUSA and council standards, policies and procedures (see Volunteer Policies and Practices in Volunteer Essentials)
Girl Scouts embraces girls of all abilities, backgrounds, and heritage, with a specific and positive philosophy of inclusion that benefits every member.
11. Promote the Girl Scout Leadership Experience to the service unit membership and the community.
Service Unit Leader Volunteer Position Description
Revised July 2019
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❒ Attend Service Unit Leader Training if just
beginning this position.
❒ Establish contact with service unit team members
(troop organizers, consultants, day camp directors,
cookie support team members, treasurer, etc.).
Determine where leadership vacancies exist.
❒ Together with your service unit team and volunteer
support specialist, develop a plan for success for
the membership year. Set mid-year service unit
team meeting to monitor the progress of your plan
for success goals.
❒ Recruit volunteers for service unit team vacancies.
Relay roster updates to volunteer support
specialist. Touch base with volunteer support
specialist regularly.
❒ If your service unit has a checking account, make
sure signers are current, registered members
(at least one should be a service unit leader). An
additional signer on the account will be the GSWISE
chief financial officer. Submit Troop-Service Unit Account Information and ACH Form to council, and
ensure the Service Unit Checking Bi-Annual Report is submitted on time.
❒ Reserve a location for service unit meetings.
Schools, libraries, banks, assisted living centers are
all great locations. Ask around to see who in your
community allows free access to their community
rooms. Find a location that requires little set up
and take down to prepare the room for your
meetings. If the location requires a contract to be
signed for meeting space usage, it must be turned
in at a service center or to your volunteer support
specialist for an authorized signature. Allow at
least 2 to 4 weeks to acquire the needed signature.
✔ ❒ Connect with troop organizers to publicize service
unit meeting dates to all co-leaders. Request that
they personally call volunteers at their schools.
Send a postcard or email an invite. Using a variety
of methods to reach the volunteers in your area
ensures they will receive and acknowledge the
invitation.
❒ Connect with troop organizers to be sure school
registration nights are scheduled. Ask what
support or resources they need from you.
❒ Determine who will be facilitating registration
nights at schools where there is no troop organizer.
❒ Attend council-hosted service unit leader meetings
to acquire tools and resources to help facilitate
your service unit meetings.
❒ In partnership with the volunteer support
specialist, create a service unit meeting agenda.
Throughout the year include talking points about
the progress of the service unit’s plan for success
goals.
❒ Facilitate service unit meetings.
❒ Follow up with troop organizers for updates on
their registration nights and to discuss next steps.
Service Unit Leader Jump Start List
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Service Unit Leader Check-In
Service Unit Leader’s Name Membership Year
Service Unit # & Name Date
ProgressNot
CompleteIn
ProgressComplete Notes
1Plan for success, budget & ACH form submitted by August 15
2Assist & support troop organizer recruitment efforts
3Help create a membership plan based on community needs and trends
4Attend service unit leader meetings
5All active troops and girls registered with proper leadership
6Determine which troops are inactive and not re-registering by November 1
7Create and keep a complete service unit team
8Service unit membership and team reflect the diversity of the service unit
9Plan and run monthly service unit meetings
10Increase service unit meeting attendance
11Hold mid-year service unit team meeting
12Assist in meeting or exceeding Early Registration recruitment and reregistration goals
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Title Description
Adult Recognition Committee Chair
Recruits and organizes a committee to promote adult volunteer recognitions,
looks over nominations and endorsement letters to make suggestions for
improvement if needed, and reviews Volunteer of Excellence nominations.
Highest Award Advocate
Gets girls excited about working toward a Girl Scout Highest Award. Promotes
and educates all girls/troops on the benefits or earning their respective
award. Complete training with Program Department to learn the advantages
of completing these awards and the necessary information to support troops
and girls during the project as needed. Supported primarily by the Program
Department.
Communication Coordinator/Secretary
Keeps social media pages up to date, communicates with families, and creates
the newsletter (if applicable). Takes notes at meetings and posts them.
Day Camp Director Contact Girl Experience Department for more details.
Event Committee ChairChairs event committee for a single event. Supported by Program Department and
volunteer support specialist.
Individually Registered Member Coordinator
Communicates with Individually Registered Members (IRMs) to help them stay
connected with the service area. Lets IRMs know about upcoming service unit
events and invites them to participate at the service unit level.
Nut Sale Delivery Site Manager Contact Product Program Department for details.
Troop Organizer
Helps to recruit and support volunteers at a designated school/site. Supported by
recruitment manager and volunteer support specialist. (See position description.)
One year appointment, renewable by June 30 for following membership year. No
term limit.
Service Unit DelegateLiaison between the service unit and the council. See position description. Elected
by the service unit to a one year term. No term limit.
Service Unit Leader
Supports and supervises service unit and helps to achieve GSWISE and service
unit goals (see position description.) One year appointment, renewable by June 30
for the following membership year term.
SU Cookie Support Team Member Contact Product Program Department for details.
TreasurerWorks with the service unit team to manage the budget for the service unit,
ensures that payments/reimbursements and deposits are made in a timely
manner, and submits bi-annual service unit checking account reports to GSWISE.
Service Unit Positions
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School Districts Served:
Service Unit Team
Position Title Name Address Phone E-Mail
Service Unit Leader
Communication Coordinator/Secretary
Treasurer
Adult Recognition Committee Chair
Highest Award Advocate
Day Camp Director
Event Committee Chair
Individually Registered Member Coordinator
Nut Sale Delivery Site Manager
Service Unit Delegate
SU Cookie Sale Manager/Team
Service Unit Team Roster
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Troop Organizers
School Name Organizer Name Address Phone E-Mail
Service Unit MetingsDate & Time Location Directions from Service Center
Service Unit Team Roster
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How do you get to know volunteers? How do you identify those who might make great additions to your service unit team?
• Use your time wisely before, during, and after
service unit meetings. Strike up a conversation
with a volunteer you don’t know—ask her what
her troop has been doing. Find out what she does
outside of Girl Scouts. Perhaps her job as an
accountant could make her the ideal service unit
treasurer.
• At service unit events, observe the adults as they
interact with one another. Who seems to be the
center of attention, the person everyone is talking
to and laughing with? That person may be the
perfect school/site organizer. Make a point to
network with the crowd, visiting with groups of
adults from all of the schools in attendance.
• Talk to current service unit team members. Who
is the most organized cookie captain? Which
volunteer is always the first to have her troop
registered for a service unit event? Who is always
flexible and willing to help the day camp staff
wherever help is needed? The responses you
receive may enable you to fill the gaps in your
service unit team, and to have a mental list of
successors in place.
Recruiting for Your Service Unit TeamGet to know as many volunteers in your service unit as possible. This is where you are most likely to find someone
passionate about Girl Scouts who is willing to step up to a Service Unit Team Position. These are the volunteers who will
directly support service unit leaders.
How do you approach someone about taking on a service unit team position?
Gather all the information you have about the person
you would like to recruit. Make sure the skills you have
identified in the volunteer are a good match for the
position you want to fill.
• Using the information you have, try to determine
what motivates this volunteer.
• If the volunteer is an outgoing, gregarious person,
tap into those skills to convince them how perfect
they are for the troop organizer position. Because
they know so many people, and everyone knows
them, becoming a troop organizer is a natural fit.
• If the volunteer is very organized and efficient, tap
into those skills to convince them how perfect they
are for the troop organizer position. They will be
able to direct new volunteers to needed resources,
and help those volunteers be as successful a troop
co-leader as they are.
Making a few notes about volunteers you meet will help you keep track of these potential service unit team members. Use a service unit roster to jot down a few handwritten notes about the information you learn.
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1. Be Prepared. Work with the volunteer support
specialist. Review the position description; know
the gifts, knowledge, and time necessary for
this position. Understand and communicate
why this position is necessary to the work of the
service unit and Girl Scout council. Share why it is
important and meaningful to you.
2. Be sure that you are the right person to extend
the invitation. Work with the volunteer support
specialist. Is there a Girl Scout member who knows
the prospective volunteer, or a person with good
communication and people skills? Identify the best
person to share the volunteer opportunity.
3. Personalize your invitation. Why do you want the
particular individual you are asking? What makes
this person “right” for this position? Talk about
how this opportunity will meet an important need
that they may have expressed, will provide an
opportunity for involvement, or will offer a chance
to give back to the organization.
4. Think about how the invitation will sound to
the prospective volunteer. Ask positively and
enthusiastically. Don’t apologize, distort the facts
or ask negatively “You won’t want to, would
you?” or “You are the last person on my list.”
And don’t beg. Show your interest in this person
for this position and your commitment to the
organization’s mission.
5. Be enthusiastic. The best recruiter values the work
of the organization and genuinely supports this
effort. Always speak from the heart. Remember:
enthusiasm is contagious.
Ten Pointers for Effective Invitations to Volunteer6. Remember the “courtesy factor”. Whether you
phone a person or initiate a conversation face-
to-face, ask if this is a good time to talk. If not,
schedule a time when you are both free to have a
conversation.
7. Bring closure to the conversation. The person may
want to think about the request or may need to
consult with family members or a work schedule.
Agree upon a time when you will follow-up and
learn of the prospect’s decision.
8. Follow up quickly. If the person is willing, be sure
they know of any required trainings. Introduce
the volunteer to others so that newcomers feel
welcome and included.
9. Accept “no” graciously. The time and situation
may not allow someone to accept the opportunity,
even one that seems “perfect” for the individual.
Determine if a follow-up invitation is in order and
thank the person for taking time to listen to your
request.
10. Know where to get more information. Have an
official position description available, along with
the contact information of the staff member they
should speak with. If a former volunteer in that role
is willing to offer information, have their contact
information as well.
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Service Unit Name and Number
Plan for SuccessMembership Year 20
October 1, 20 to September 30, 20
The purpose of a service unit (SU) is to encourage, support and organize local Girl Scout troops by providing direct support
and service to Girl Scout members, including girls, leaders and volunteers, as well as parents and caregivers. Each service
unit has the opportunity to define itself and its goals through their Plan for Success.
Mission/Purpose statement for SU#:
List three successes of the previous membership year:
1.
2.
3.
List three challenges of the previous year:
1.
2.
3.
On the following pages, create three goals for the upcoming membership year. Remember that great goals are specific and include a detailed action plan and timeline.
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Goal #1
Supporting Action Plan:
Action Responsible Person Due Date
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Goal #2
Supporting Action Plan:
Action Responsible Person Due Date
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Goal #3
Supporting Action Plan:
Action Responsible Person Due Date
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Service Unit Finances and FormsService units must complete annual budgeting and paperwork. Service units must complete a Troop-Service Unit Checking Account and ACH Form online at the beginning of each year. The Service Unit Checking Account Report must be
completed online by January 15 and June 15. The Service Unit Budget Form must be completed and handed in by August
15. Turn in forms to your volunteer support specialist.
Troop-Service Unit Checking Account and ACH FormComplete this form each year. Find and submit it at gswise.org. Keep a copy for your records.
To find the form go to
gswise.org and click
on Resources at the
top of the page. In the
Type Keywords box,
type Troop-Service Unit
Checking Account and
ACH Form and press
Enter. Click on the
name of the form when
it appears below the
search box.
$
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To find the form go to
gswise.org and click on
Resources at the top
of the page. In the Type Keywords box, type
Service Unit Checking
Account Report and
press Enter. Click on the
name of the form when
it appears below the
search box.
Service Unit Checking Account ReportService Unit Checking Account Report needs to be submitted online two times per year by January 15 and June 15.
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Service Unit Treasury GuidelinesService Unit Estimated Budgets: Due August 15 each year
• Include starting balance—this should correspond with your troop bank statement.
• Include totals of all income streams including service unit administration funds.
Service Unit Administration Funds
At the beginning of the membership year, Girl Scouts of Wisconsin Southeast will distribute an allocation based on $1 per
girl to service units with established service unit teams and checking accounts. This is only if budget, reports, and Plan for
Success are complete and a Troop/Service Unit Account Information and ACH Form is current and completed every year.
Service Unit Checking Account Guidelines
• Every service unit is required to establish a checking account. If checks are ordered they must have the following
printed on them: Girl Scouts of Wisconsin Southeast, Name of Service Unit.
• Checking account statements should be sent to the service unit leader or designate, statements should not be
sent to the person who holds the checkbook.
• Two to four registered, background checked, and appointed members of the service unit team, plus the council
chief financial officer, need to be designated signers on the service unit’s checking account.
• Checks written to the service unit should be made payable to the service unit, and the top back of the check
should be marked “For Deposit Only”.
• Service unit cash and checks should be deposited within 24 hours of receipt.
• Service units are not to conduct any fund-raising activities.
• Service units should maintain a reasonable checking account balance. A maximum of $2,500 should be carried
over to the next membership year or the service unit may forfeit their $1 per girl council allocation at the
discretion of the volunteer support specialist working with the GSWISE finance department.
• All GSUSA, state, federal and council policies and guidelines must be followed by the service unit.
• The service unit will submit two reports each membership year, including the latest bank statement. The Service Unit Checking Account Bi-Annual Report will be turned in to council by:
• June 15 for the period January 1 to May 31
• January 15 for the period June 1 to December 31
• The appointment of the treasury position will end with the completion of the period report in June of each year.
• Monthly treasury reports will be prepared for the service unit leader.
• The current treasury report will be given at all service unit leader and team meetings.
• All school or service unit events that have three or more troops participating will have all monies run through the
service unit account.
• Each troop organizer or service unit event coordinator should submit an estimated budget to the service unit
leader or treasurer before reservations are made or promotion is distributed.
• Volunteers who wish to be reimbursed for approved costs related to the service unit must obtain approval and
submit receipts/bills within 48 hours of close of event or activity.
• Reimbursement checks should be issued within two weeks of receipt.
• To ensure sufficient funds are available, checks for deposit must be submitted five days before monies are
disbursed.
• Troop/Service Unit Account Information and ACH Form should be submitted for service unit checking account
each year before August 15.
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General Spending GuidelinesRecruitment: Reimburse troop organizers for recruitment costs
• Copying of recruitment flyers
• Any fees for school use
• Cost of snacks or girl program supplies for
registration night, Daisy recruitment event, or
parent meetings.
Retention: Offset fees for retention programs
• Using the plan for success to determine which
events support goals
• Start-up funds for service unit events, such as
flyer printing, facility rental, or deposit for disc
jockey
• School events—service unit can help offset
costs of events where three or more troops
are participating, such as bridging events or
ceremonies
• Service unit events should pay for themselves
without making excessive profit. If a service unit
event is budgeted to bring income exceeding
expenses, this should be noted and explained in
the service unit budget.
• Girl Scouts of Wisconsin Southeast is committed
to making sure Girl Scouting is open to all girls in
our jurisdiction. Service units are expected to plan
events with reasonable fees and work with event
organizers and troop co-leaders to offset event
costs.
Recognitions: Special awards given to volunteers for service
• Girl Scout co-leader pins for new co-leaders
• Service bars for returning co-leaders and members
of the service unit team
• Thank you gifts for the service unit team
• Adult recognition celebration, co-leader dinner or
co-leader/daughter dinner—may use a portion to
lower cost of this event i.e.: pay for facility, plates,
napkins, condiments, soda and coffee
• Volunteer of Excellence Award pins
• Celebration of Achievement (recognition of
Girl Scout Bronze, Silver, and Gold awards)—
may include bridging troops, ten year pins and
graduating seniors. Service unit should pay
for facility, invitations, printing of programs,
decorations, snacks, etc.
• Small tokens of appreciation given out in the
course of a year
General service unit support:
• Service unit agendas—printing, paper, computer
cartridge. With advance notice, your council can
help with these services
• Snacks for service unit meetings
• Door prizes—some service units offer these
monthly, or use the Daisy Dollar incentive program
• Meeting space fees—custodial fee
• Training supplies
• Bank fees for service unit checking account
• Plan for Success meeting—snacks, dinner
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Service Unit BudgetYou will receive the Service Unit Budget from your volunteer support specialist. Complete and submit to your volunteer
support specialist by August 15.
Income for each item should include the dollar amount that you anticipate an event will bring in via registration fees, etc.
The notes section allows you to give a brief description of how you determined that amount if necessary.
Expenses for each item should include all expenses anticipated for the activity listed as a total. See the Event Planning Checklist for a detailed event budget.
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Due Dates June 15 (June to December) | June 15 (January to May)
Service Unit: Service Unit Leader:
Report Period: From: To: Year:
Prior Balance: $ Current Balance: $
IncomeDescription Detail Amount
$
$
$
$
$
$
$
$
$
$
Total Income $
ExpenseDescription Detail Amount
$
$
$
$
$
$
$
$
$
$
$
$
$
$
Total Expense $
Service Unit Checking Account Quarterly Report - Page 1
Service Unit Checking Account ReportGo to gswise.org to complete and submit by the dates listed below. Keep a copy for your records.
SampleSampllllelplelpplelmmpplelSammpplelSammppllelSammppSamSammpmpppSamSammpmppppSaS$
$
$
$
$
$$
Total IncomeTotal Inc $$
iption Detailail
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For office use.
Date Received:
Volunteer support specialist: Recruitment manager:
Did the service unit utilize the account to handle money for a service unit event during the reporting period?
Yes No
If yes, briefly describe event, number of adults and girls participating, cost charged per participant, and detail expenses.
Briefly describe any other expenses incurred by the service unit during the reporting period and its purpose.
Please attach the following:
Copies of the last three monthly account statements from the bank.
Copy of the check register pages that apply to the above statements.
Checking Account Information
Bank: Last four digits of account number:
Authorized Signers
Authorized account signers must be non-related adult Girl Scouts not living in the same household. The account must
have two signers, but may have up to four.
(Print names below.)
1.
2.
3.
4.
Preparer’s signature:
Print name and position:
Date:
Service Unit Budget - Page 4 Service Unit Checking Account Quarterly Report - Page 2
SamplelSamcount statements from the bank.
eck register pages that apply to the above statements.bove statements.
g Account InformationAccount Information
Last four digits of account number:Last fo
SignersSigners
ccount signers must be non-related ad
ers, but may have up
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Bank InformationName of Bank or Financial Institution Account Type
❏ Checking ❏ SavingsName of Account (as it appears on check or bank statement)
Bank City Bank State Bank Zip Code Bank Phone
Routing Number Account Number
Signer InformationPrimary Name on the Account Email Address
Address
City State Zip Code Evening Phone
Day Phone Cell Phone
List all names authorized to sign on the account 1.2.3. 4.
By signing, I agree to the terms outlined in the GSWISE ACH Procedures and understand this authorization will remain in full force and effect until an authorized signer has submitted in writing the wish to revoke this authorization.
Primary Signature Date
❏ I have attached a voided check or notice form the bank to this form. I understand that processing may be delayed if a voided check or notice from the bank is not attached. (Do not attach a deposit ticket; they do not always have the same account number or routing number.)
Please submit a completed copy to: GSWISE, Attn: ACH/Finance, PO Box 14999, Milwaukee, WI 53214.
This form can also be downloaded online at gswise.org/Forms and Resources/Troop Forms.
SamplelemampmpppleSaampmpleSaampSaampmpSaaAccount TypeType❏ Checkingg ❏ Savingsvings
or bank statement)
Bank State Bank Zip Code Bank Phonenk Zip Code Bank Phon
ting Numberg Number Account NumberAccount Number
r Informationr Informationy Name on the Accountn the Accoun Email AddressEma
s
Sta
Troop/Service Unit Account Information and ACH Form
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The purpose of Service Unit meetings is to:
• Continue to build a “teamwork” atmosphere and
foster enthusiasm for Girl Scouting
• Keep current on Girl Scout activities, problem
areas, and successes
• Learn about the needs and interests of adult
Girl Scouts in the service unit
• Measure progress, develop, and coordinate
implementation of plan for success
• Provide enrichment opportunities
• Support co-leaders
Planning a Meeting
• Arrange for meeting room—keep in mind what you
will need for lighting, temperature and room size
based on the size of your group. Also think about
noise levels, geographic, and ADA accessibility.
Always book time for set up and some extra time
at the end of the meeting so co-leaders have the
opportunity to network.
• Determine the topics—what needs to be
accomplished, what decisions need to be made,
what ideas need to be generated, what information
needs to be distributed?
• Develop the agenda—write the agenda with input
from your volunteer support specialist at least 2
business days before your service unit meeting.
Communicate time limits to any speakers before
the meeting.
• Optional enrichments—work with volunteer
support specialist to see what is available. Plan
ahead so you can announce the enrichment in
advance.
• Remind volunteers about the meeting one week,
and one day, in advance.
• Call new co-leader to personally invite to the
meeting.
Chairing a Meeting
• Focus the discussion and keep it on the subject.
• Encourage all the members to express their ideas.
• Tactfully interrupt those who tend to dominate
the meeting and draw out those who are more
reserved.
• Avoid dominating the group, taking sides or judging
the opinions expressed.
• Make sure that all reasonable implications of each
question are considered.
• Plan ahead to have an easy, clear way to let people
know it’s time to move on to the next topic.
• Help reconcile differences of opinion.
• Keep enthusiasm high and add a touch of humor
when needed.
• Summarize the end of the discussion.
The Service Unit MeetingPlanning, conducting, and chairing service unit meetings are important functions of the service unit leader. Service unit
leaders plan the agenda for these meetings in partnership with their volunteer support specialist. All meetings should be
short, well timed, and have a clear purpose.
Successful Meeting Tips
• Arrive early; start on time; end on time.
• Adhere to the agenda.
• Keep the meeting moving.
• Allow for networking time after
the meeting.
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• Begin with a bang. This will set the tone for the
meeting.
• Service unit leaders get “bombarded” with
questions before the meeting. Ask someone if they
could step in and remind you to start on time, so
you will not feel like you are cutting someone off.
You could also set an alarm.
• Remind attendees to silence cell phones at the
beginning of each meeting. Make sure yours is
silenced too. Ask people who think they may need
to take a call to sit near the door, keep the phone
on the vibrate setting, and quietly leave the room
to answer.
• Be fun and fast moving. An audience likes to be
entertained.
• Use the senses. Offer visual appeal, hands-on
experiences, and a time to listen and talk.
• Involve your audience. Make sure to facilitate
dialog and conversation.
• Repeat important points!
• Think passion and purpose. Your audience wants
to be inspired.
• Close with the audience wanting more, give them
something to look forward to next time.
• Arrange to have help with room set-up and clean
up.
• Thank your volunteers often and publicly at the
meetings. Be positive. You are a service unit
cheerleader.
• Make new members feel welcome. Have a greeter
at the door.
• If you have a co-service unit leader, decide on
a specific time and day to work on the meeting
agenda with input from your volunteer support
specialist.
• Come up with ways to thank volunteers for coming
to service unit meetings–“perfect attendance”
award or a “candy of the month club.”
• Send personal thank you notes after the meeting
to new co-leaders thanking them for attendance.
• Keep confidential things confidential and don’t
sway from your standards.
• Assume everyone knows the basics, but that they
don’t always take the time to read materials.
• Allow time for mentoring at the meetings.
Volunteers from the same level need time to share
ideas, successes, and better ways of holding
events.
• Be sensitive to new volunteers at your meetings
who do not necessarily understand all that is being
discussed.
• Icebreakers may be used for volunteers to become
acquainted with each other and to make them feel
comfortable. Icebreakers should be no longer than
5–7 minutes.
• Have everyone wear a name tag. Not everyone
knows each other.
• Have a positive attitude.
• Consider providing fidget toys for use at the
meeting. Something to occupy hands to avoid
clicking pens and side conversations.
• Consider a parking lot – a place for people to put
questions so you can answer them at the end of
the meeting as time permits.
• See if committee chairs, service unit team
members, and any guest speakers are available
to answer questions after the meeting. Encourage
those with specific questions to speak to the
appropriate person once the meeting is over.
Other Helpful Hints
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• Publicize meetings well in advance, send out
postcards and/or email invites to all registered
adults. Include a promo of the meeting highlights.
• Hand out “Daisy Dollars” for attending meetings,
turning in registrations, and attending events. Hold
an auction at the end of the year where people
use their “Daisy Dollars” to bid. Ask co-leaders for
donations for the event, or purchase some small
items for the auction.
• Assign troops to be responsible for snacks each
month. School A for September, B for November,
etc.
• Use roundtables based on such topics as solving
problems, questions about Girl Scout procedures,
craft, and meeting ideas.
• Make it worth attendees’ while by planning
according to their needs! What are their biggest
challenges as co-leaders? Design your program
around that need.
• If a troop is not represented, a service unit team
member, or preferably the troop organizer, needs
to call them the next day and say something along
the lines of, “We missed you last night. You missed
______ presentation. It was really good.”
• Pair off those that come every month with those
that don’t come. Give a prize to the volunteer who
encourages the most volunteers to attend.
• Plan a “night out” for volunteers after the meeting.
Meet for coffee and dessert at a local restaurant.
Invite everyone!
• Assign someone to greet all new people. Have
them sit with the newcomer and translate the “Girl
Scout language”.
• Have door prizes at each meeting. Take turns
providing a door prize each month. Give a door
prize to one of a pool of co-leaders who attended
three months in a row.
• Split your door prizes. Give some at the starting
time and give some just before you adjourn.
• Offer one “Bag-O-Tricks” item per meeting. Prepare
to teach an activity that co-leaders can share with
their girls. Pick things that co-leaders can do if
they run out of activities, things to fill the last 10
minutes of a meeting.
• Offer child care staffed by older girls during the
meeting. Consider offering Girl Scout activities for
the kids.
• Announce the agenda early so people know what’s
coming that should not be missed.
• Bring in presenters. Connect with GSWISE
Community Event Providers and ask them to
tell co-leaders what they can offer. Find experts
on various topics such as group management,
cooperative learning.
• Ask what co-leaders want or need from a service
unit meeting. Respond accordingly.
Cancelling Service Unit Meetings/Events
1. Cancellations should be announced by noon
for an evening meeting/event and by
6:00 a.m. for a morning meeting/event. The
cancellation will be announced on 94.5 FM,
620 AM, and on WTMJ-TV. It will also be listed
on the WTMJ website at touchtmj4.com and
on the GSWISE website.
2. Service unit leaders should work with their
volunteer support specialist to determine
whether a meeting should go forward. Safety
is our first concern, err on the side of caution.
3. The volunteer support specialist will process
the cancellation request.
4. You may want to set up a phone tree within
your service unit to use if any events or
meetings are cancelled.
Successful Strategies for Improving Service Unit Meeting Attendance
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Suggestions for Handling Disruptive or Inappropriate Behavoir
Type Behavior Suggested Response
Hostile “It’ll never work.”
“I know there might be challenges. Would anyone like to take on those challenges?”
Know-It-All Has “the right answer” for everything.“I value your input. I’d like to hear what others have to say.”
LoudmouthConstantly blurts out.
Tries to dominate the meeting.
“I appreciate your comments, but we should also hear from others.”
InterrupterStarts talking before others are finished.
“Wait a minute, Martha, let’s let Peggy finish what she was saying.”
Interpreter
“What June is really trying to say is…”
“June would respond to that question
by saying…”
“Go ahead, June, finish what you were saying.”
“June, do you think Mary correctly understood what you said?”
Gossiper
“Isn’t there a regulation that you can’t….”
“I thought I heard council say….”
“Let’s not take the time of the group until we can verify the accuracy of this information.”
WhispererIrritating side conversation going on
between two people.
1. Walk up close to the guilty parties
and make eye contact.
2. Stop talking and establish dead silence with the Girl Scout sign.
3. “Can we take a moment to focus our conversation again? I’m finding it hard to follow with more than one conversation happening at once.”
Silent DisrespecterReads newspapers, rolls eyes, shakes
their heads, fidgets.
Try to build a rapport by drawing them into the discussion. If that doesn’t work, discuss your concerns with them during a break.
LatecomerComes late and interrupts the
meeting.
1. Don’t draw attention to the
latecomer.
2. If the latecomer is disruptive, say “I’m glad you could make it, we were just talking about .”
Early LeaverAnnounces, with regrets, that they
must leave for another important
activity.
1. At the beginning of the meeting, say
you understand if someone needs
to leave early. Ask them to sit near
the door and pack-up and leave
quietly.
2. Don’t interrupt the meeting to say
goodbye, just let the person leave
quietly.
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Here are some tips for when you’re in front of the group:
• Be fun and fast moving. Your audience will stay
engaged if they’re entertained.
• Involve your audience, allow for open dialog and
conversation.
• Begin with a bang—this will set the tone for the
whole meeting and immediately engage your
audience.
• Be sure your very first moments of your very
first meeting leave a good impression. People will
remember the first 30 seconds and the last 30
seconds of your presentation.
• Your body language is important. People are
perceptive. If what you’re saying doesn’t match
what your body language is saying, your audience
will quickly pick up on it. See the section on Body
Language for more tips.
• Be positive even during challenging topics. It is
ok to table the topic if you are not prepared to
address it.
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."
— Maya Angelou
Public Speaking Tips
“It usually takes me more than three weeks to prepare a good impromptu speech.”
—Mark Twain
Study and learn from those that inspire you
The next time you are at an event with a public speaker
consider taking notes. It’s a great way to learn what style
of speaking you like and how body language can have a
positive or negative affect on what the speaker is trying to
communicate.
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Facial Expression
Always come out smiling—I am happy to be here and glad
you are here, too.
Eye Contact
When you don’t pay attention to your audience they
will not pay attention to you. As you look from person
to person, take two to three seconds on each person.
Quickly sweeping the audience without eye contact is not
effective.
You can only talk to one person at a time, move your
eye contact through the audience looking and talking to
one person at a time—the friendly ones. Be aware that
some people are very uncomfortable with direct eye
contact for various reasons. If someone suddenly looks
uncomfortable when you make direct eye contact, move
your gaze elsewhere.
Posture
Stand tall with shoulders back. This will help give the
impression of confidence.
Hands
• Keep hands visible.
• Do not hide hands in pockets or behind your back.
• Do not fiddle with objects, hair, rings, or watch.
• Do not scratch or tap fingers.
• Use your hands for gesturing only when you are using
your whole arm.
If you have a hard time controlling your hands, consider
standing behind a chair and resting your hands on the
back of the chair; don’t lean on the chair.
Feet
• Maintain equal weight on each foot.
• Do not shift back and forth, pace, sway, rock, or stand
on the sides of your shoes.
• Do not tap toes, go up on your tiptoes, or dig with your
heels or toes. This could be interpreted as impatient or
hostile.
When your body language says the same thing as your
words, people can trust what you’re saying
If your body language does not match your words, you
have lost the confidence of your audience.
The words you use are an important way to convey
your message. However, if your body language sends
a different message from the one coming out of your
mouth, people will believe your body language. Be very
conscious of your tone of voice and body language. Be
sure that what you do conveys the same message as what
you say.
Words represent your intellect. Sound, gestures, and
movement represent your feelings.
Body LanguageYour words may say one thing, but your body may say another. You will never have a second opportunity to make a first
impression. Study the suggestions below and try to put them into practice any time you speak, whether at a meeting or
face to face.
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Practice Your OpeningWhen opening your first meeting, it’s important to create an immediate connection with your audience.
Share your story. Describe why you volunteered to be the service unit leader. Give an example of what Girl Scouts means
to you. Express your ideas for the year, and remind volunteers of the benefits of attending the service unit meetings.
Here is a sample:
“Hi, many of you know me, but for those who don’t my name is .
I am excited to take on the role of service unit leader.
I have been a Girl Scout troop co-leader for the past five years. I love being able to spend more time with
my daughter and her friends, and to help make a difference in the community. As a troop co-leader, I
could see the positive outcomes of the girls participating in Girls Scouts as girls are given the opportunity
to build leadership skills that may not be available elsewhere.
I’m looking forward to working with my fellow volunteers in the service unit to continue to give girls and
volunteers opportunities to build and grow skills that will benefit them in the world.
The service unit meetings will be an opportunity for volunteers in the area to network, and to give
volunteers a connection to the council. Resources from the council will be available, including new event
opportunities and contact information for the community event providers in our area that provide troop
activities. Our meetings have always ended on time or early, and I’ll work hard to continue to make that
happen.
New this year, we’ll be handing out “Daisy Dollars.” For each service unit meeting you attend, you’ll receive
one Daisy Dollar. If you arrive early to set up, or stay late to clean up, you’ll earn an additional dollar. At the
end of the year, you’ll use your dollars in an auction for some fun Girl Scout prizes.
Let’s get started. The first item on our agenda is ‘What I Did Last Summer,’ What fun things did your
Girl Scouts do?”
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My Opening StatementNow, write your own first meeting opening. What do you want the group to know about you right away? Will there be
changes? Are you planning to keep anything popular the same for now? What else?
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Do:
• Be concise and to the point. Remember that view
screen size varies greatly across devices.
• Be sure to respond to all points of the original email.
• Answer within two business days. Give receivers at
least two business days to respond.
• Fill in the subject line. Always include Girl Scouts in
your subject line. Some people will not open emails if
they do not recognize the email address.
• Put your name at the bottom of the message. In your
closing, include your name and title as service unit
leader.
• If you are emailing a group, use the BCC to avoid
sharing everyone’s email address and “reply all”
disasters.
• Use the “reply all” option sparingly.
• Leave the original message thread on your reply, so
the recipient doesn’t have to search for related emails
for necessary information.
• Email is great for getting information out. Pick up
the phone if you are worried the recipient may
misunderstand your intentions and for more personal/
emotional conversations.
• Proofread the email before you send it.
• Consider creating a service unit email address just for
service unit business.
• Let people know very clearly how you will
communicate with the service unit: email, Shutterfly,
Facebook, etc.
Email EtiquetteMaking a good impression doesn’t only happen in person. Consider the points below before pressing “send”.
Don’t:
• Write anything you wouldn’t say in public.
• Use email to discuss confidential information.
• Type in all caps or using excessive exclamation points,
it may be interpreted as shouting.
• Copy a message or attachment without the permission
of the original sender.
• Use smileys or emojis excessively. Word your
messages carefully so they are not needed to convey
your message properly.
• “Spam” your readers by sending them unnecessary
or frivolous messages. Soon they’ll quit opening any
messages from you.
• Let a confusing response remain a mystery—pick up
the phone and contact the sender.
• Use Girl Scout email list for non-Girl Scout purposes.
• Include your personal businesses/titles in Girl Scout
emails.
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Stress Management and Taking Care of Yourself
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Delegation Quiz—How are your skills?The role of service unit leader comes with many responsibilities. We strongly
encourage you to build your team and delegate responsibilities to other
volunteers.
Delegation is a critical leadership skill. How are your skills at delegating? Are
you a pro, or could they use some work?
Answer as accurately as you can—this is for your benefit, no one else.
Always Often Sometimes Rarely Never
When you lead a team, do team members come to you with
new ideas and alternate ways to approach things?
Do you insist that tasks you delegate be done your way?
Does the person you’ve delegated to have the freedom to do
things their way?
Do you explain how a task you’re delegating to someone
can benefit the individual doing the task, and the team as a
whole?
When you delegate tasks, do you set up regular meetings to
check on progress?
When you delegate a task, do you refrain from giving lots of
advice and trust the person to complete the task, and to ask
for advice or assistance if needed?
Can you, and are you willing to, admit that there are others
who can do some tasks as well as, if not better than, you
can?
Do you seriously consider delegating a task that you know
will provide a development opportunity for someone else,
even if you know you could do it faster?
When someone comes to you with a problem, do you expect
that they will come prepared with potential solutions, or at
least ready to brainstorm together?
If you move out of state tomorrow, will the teams you are a
member of continue to function?
Do you evaluate every task you receive to see if any, or all, of
it can be delegated?
How did you do? Each of these is a positive trait in delegating. If you answered “always” or “often” to all or most
of the these, congratulations, you’re a great delegator! If you have a few “rarely” or “never” answers, it’s time to
think about how you can improve your delegation skills. Work with your volunteer support specialist to figure out
how to best delegate within your particular service unit team.
It’s ok to ask for help
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Stress-Management & Self-CareWe appreciate our volunteers, and want you to be successful in this new position. We know that the service unit leader
position is not the only responsibility you have in life. We all have days when our many responsibilities collide. Do you
have a go-to way to destress after a rough day?
Take a look at the icons below and circle at least five that you can see yourself doing.
Listen to
music
Take a
napLearn something new
Watch the
stars
Sit in nature Listen to a guided
relaxationRead a
good book
Take deep belly
breaths
Write your
thoughts and
dreams in a
journal
Walk
barefootin the grass
30 Ways to Destress
Color with
crayons
Turn off all
electronics
Put on some
music and
dance
Forgive someone
Read or watch
something
funnyFind a
relaxing
scent
Buy yourself
flowers
Call an old
friend
Take a bath—with
bubbles
Drink teaRead a
picture book
Curl up in a
blanket
View
some
art
Let out a
big sigh
Play with your pet
Spend an
evening
without TV
Paint a peaceful scene—in your imagination
Change your
coffee break to an
exercise break
Do a good deed
Find someone you’re grateful to and thank them
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Thank you for stepping up and taking on the role of service unit leader. We look forward to seeing your leadership skills grow in new ways and to seeing the exciting directions you’ll take your service unit.
You are appreciated!