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A safe space is where all Girl Scouts feel that they can be themselves, without explanation or judgment. As a volunteer, the environment you help foster is just as important as the activities Girl Scouts do—it’s the key to developing the sort of group they want to be a part of! Cultivate a space where confidentiality is respected and Girl Scouts can express their true selves.
Recognize and Support Each Girl Scout 
You're a role model and a mentor to your Girl Scouts. Since you play an important role in their lives, they need to know that you consider each of them an important person, too. It’s likely they’ll weather an ill-equipped meeting place or an activity that flops—but being ignored or rejected by their troop leader is something they should never have to experience.
Remember to:
Give shout-outs when you see Girl Scouts trying their best, not just when they’ve had clear success.
Emphasize the positive qualities that make each Girl Scout worthy and unique.
Be generous with praise—but not with criticism.
Help Girl Scouts find ways to show acceptance of and support for one another.
Promote Fairness
In a Girl Scout troop, fairness is fostered by sharing responsibilities, addressing disagreements constructively, and responding consistently to accomplishments. When you model this commitment, it makes the inevitable mistakes easier to forgive. When possible, ask your group what they think is fair before decisions are made.
Remember to:
Try to ensure responsibilities as well as chances for feeling important are evenly divided among troop members.
Help Girl Scouts explore and decide for themselves fair ways of solving problems, carrying out activities, and responding to behaviors and accomplishments.
Explain your reasoning for making certain decisions.
Be willing to apologize as needed.
Build Trust
Girl Scouts need your support when they try new things, and you’ll need to demonstrate that you won’t betray their confidence. Show them you’re making an effort to understand them as individuals.
Inspire them to think for themselves and use their own judgment.
Encourage them to make important decisions in the group and assure them that all troop members have an equal say.
Offer them assistance in correcting/addressing their mistakes.
Support them in trusting one another—let them see firsthand how trust can be built, lost, regained, and strengthened.
Inspire Open Communication
Promote open communication by listening and responding positively to what your Girl Scouts think, feel, and want to do. They’ll appreciate having someone they can talk to about the important things happening in their lives.
Speak your mind when you’re happy or concerned about something, and encourage Girl Scouts to do the same.
Leave the door open for Girl Scouts to seek advice, share ideas, and propose plans or improvements.
Help them see how open communication can promote helpful action, discovery, a better understanding of self and others, and an atmosphere that fuels fun and accomplishment.
Manage Conflict
Conflicts and disagreements are an inevitable part of life, and if handled constructively they show Girl Scouts they can manage differences of opinion, exercise diplomacy, and improve their communication and relationships. Respecting others and being a sister to every Girl Scout means that shouting, verbal abuse, or physical confrontations are never warranted and cannot be tolerated in the Girl Scout environment.
When a conflict arises in your troop, try to get those involved to sit down together and talk calmly in a nonjudgmental manner, keeping in mind that each party may need some time—perhaps a few days or a week—to settle first. Explain to Girl Scouts that communicating in this way might feel uncomfortable and difficult in the moment, but it lays the groundwork for working well together in the future.
Whatever you do, don’t spread word of the conflict, as this won’t help the situation and may cause Girl Scouts embarrassment or anger.
If a conflict persists, be sure you explain the matter to your volunteer support team. If the supervisor can’t resolve the issue satisfactorily (or if the problem involves the supervisor), it can be taken to the next supervisory level and, ultimately, to your council if you need additional help.
Girl Scouts of New Mexico Trails Formal Grievance Process
The formal grievance process is a last resort for managing conflict. Every action to mediate a situation without formal proceedings should be taken. All members are asked to abide by the Girl Scout Promise & Law when acting in the name of Girl Scouts of New Mexico Trails. In the rare case that an issue is unable to be resolved by the parties involved, the formal grievance process is:
- A volunteer, parent, or girl may file a formal grievance and request a meeting. This request should be in writing, citing the problem, and sent to [email protected] to the attention of the Chief Membership Officer.
- Girl Scouts of New Mexico Trails will send a written statement to the person whom the grievance has been filed against via email (with a read-receipt option) and document the email in the member’s contact record in the Salesforce database. Girl Scouts of New Mexico Trails may create a paper file, as well.
- Within five (5) business days of emailing the statement, Girl Scouts of New Mexico Trials will follow up with the initiator of the grievance to determine if a mediation needs to occur between both parties. If no formal mediation is requested, a final resolution will be sent to both parties via Salesforce database email and documented.
- If a mediation occurs, a mutually agreed upon time is scheduled between the Chief Membership Officer and both parties. This meeting may be held in person or virtually via Zoom. Following the mediation, a summary written by Girl Scouts of New Mexico Trails and emailed to both parties. A written approval response is required as a form of signature by all parties involved in the conflict. Copies of the summary are given to all involved via email, and Girl Scouts of New Mexico Trails keeps the original on file in the paper file initially created in Step 2 above.
- If the agreed-upon terms of mediation do not resolve the issue and the grievance continues, a closed meeting may be requested by either party before a specifically formed Grievance Task Group consisting of leadership-level council staff members. After hearing and investigation, the Grievance Task Group will report progress and conclusions to appropriate persons and parties involved within thirty (30) days of the closed meeting. Task group decisions are final and binding.
- Girl Scout training may be recommended for one or both parties to participate in following the grievance process. Various council-level training, including Volunteer Essentials, New Leader Series training, or more informational Troop Talks on various Girl Scout topics are available at all times. These trainings may be held in-person, virtually, or via our gsLearn training platform which allows members to log into their MyGS and complete training at their leisure.
There may be instances where a volunteer or parent must be removed from their role or their association with their Troop or Girl Scouts of New Mexico Trails overall. While volunteer or parent removal rarely occurs, Girl Scouts of New Mexico Trails must be diligent in its efforts to support its Girl Scout members and troops at all levels of the organization.
Girl Scouts of New Mexico Trails will do its best to initially move the volunteer or parent to another Girl Scout troop in hopes that a new troop environment will create positive change. If another troop does not fit for the volunteer or parent, Girl Scouts of New Mexico Trails will advise that a Juliette (individual registered member) membership is required and no troop affiliation will be approved. If Juliette membership is not agreed upon by the volunteer or parent, non-reappointment of the volunteer or removal of the parent will be completed. A formal email sent via the volunteer or parent’s Salesforce membership database contact record will be emailed as documentation of the non-reappointment or removal.
A refund of the membership registration fee – if paid by the individual – (GSUSA membership fee of $25) will be processed and sent to the volunteer or parent. The refund will be sent in the manner in which it was paid – if paid by cash/check, the refund will be a council check; if paid by debit/credit card, the refund will be credited back to the card used for payment.
Communicate Effectively with Girl Scouts of Any Age
Make sure your words and actions nurture connection among members. Keep in mind how important the following approaches are.
Listen. Listening to Girl Scouts, as opposed to telling them what to think, feel, or do (no “you should”) is the first step in building a trusting relationship and helping them take ownership of their Girl Scout experience.
Be honest. If you’re not comfortable with a topic or activity, it’s okay to say so. No one expects you to be an expert on every topic. Ask for alternatives or seek out volunteers with the required expertise. Also, owning up to mistakes—and apologizing for them—goes a long way.
Be open to real issues. Outside of Girl Scouts, members may be dealing with issues involving relationships, peer pressure, school, money, drugs, and other serious topics. When you don’t know, listen. And seek help from your council if you need assistance or more information than you currently have.
Show respect. Girl Scouts often say that their best experiences were the ones where adults treated them as equal partners. Speak to them respectfully to reinforce that their opinions matter and that they deserve respect.
Offer options. Members’ needs and interests change; being flexible shows them you respect them and their busy lives. Be ready with age-appropriate guidance and parameters no matter what Girl Scouts choose to do.
Stay current. Show members you’re interested in their world by asking them about the TV shows and movies they like; the books, magazines, or blogs they read; the social media influencers they follow; and the music they listen to.
Address the Needs of Older Girl Scouts
Let these simple tips guide you when working with teenage Girl Scouts:
- Think of yourself as a “guide on the side”—a partner, a coach, or a mentor, not a “leader.”
- Ask them what rules they need for safety and what group agreements they need to be a good team. When they take the lead in establishing group rules, they’re more likely to stick to them.
- Understand that they need time to talk, unwind, and have fun together.
- Ask what they think and what they want to do.
- Encourage them to speak their minds.
- Provide structure, but don’t micromanage.
- Give everyone a voice in the group—understanding that “speaking up” may look different for each person. For some, it might mean sharing their ideas in front of the entire group; for others it could mean submitting a written response or contributing as part of a group.
- Treat them like partners.
- Don’t repeat what’s said in the group to anyone outside of it (unless necessary for their safety). See “Report Concerns” below to understand the guard rails.
Be Prepared for Sensitive Topics
It’s an amazing feeling when your Girl Scouts put their trust in you. When they do, they may come to you with some of the issues they’re facing, such as bullying, peer pressure, dating, athletic and academic performance, understanding their own identity, and more. Some of these issues might be considered sensitive by families who may have opinions or input about how, and whether, Girl Scouts should cover these topics with their troop.
Girl Scouts welcomes and serves youth and families from a wide spectrum of faiths and cultures. When members make clear that they want to participate in discussions or activities that could be considered sensitive—even just for some—put the topic on hold until you’ve spoken with a parent/caregiver of the members and received guidance from your council.
When Girl Scout activities involve sensitive issues, your role is that of a caring adult volunteer who can help them acquire skills and knowledge in a supportive atmosphere, not someone who advocates a particular position.
Know that Girl Scouts of the USA does not take a position or develop materials on issues relating to human sexuality, birth control, or abortion. We feel our role is to help Girl Scouts develop self-confidence and good decision-making skills that will help them make wise choices in all areas of their lives. We believe parents and caregivers, along with schools and faith communities, are the primary sources of information on these topics.
Parents/caregivers make all decisions regarding their child’s participation in Girl Scout programming that may be of a sensitive nature. As a volunteer leader, you must get written parental permission for any locally planned program offering that could be considered sensitive. Included on the permission form should be the topic of the activity, any specific content that might create controversy, and any action steps the Girl Scouts will take when the activity is complete. Be sure to have a form for each troop member and keep the forms on hand in case a problem arises. For activities not sponsored by Girl Scouts, find out in advance (from organizers or other volunteers who may be familiar with the content) what will be presented, and follow your council’s guidelines for obtaining written permission.
We at Girl Scouts of New Mexico Trails believe that parents/caregivers make all decisions regarding their child’s participation in the Girl Scout program that may be of a sensitive nature. As a volunteer leader, you must get written parental permission for any locally planned program offering that could be considered sensitive. Included on the permission form should be the topic of the activity, any specific content that might create controversy, and any action steps the Girl Scouts will take when the activity is complete. Be sure to have a form for each troop member and keep the forms on hand in case a problem arises. For activities not sponsored by Girl Scouts, find out in advance (from organizers or other volunteers who may be familiar with the content) what will be presented, and follow your council’s guidelines for obtaining written permission.
Here is where to find the Girl Scouts of New Mexico Trails’ Permission to Participate in Sensitive Topics Program Event Form.
Report Concerns
There may be times when you worry about the health and well-being of individuals in your group. Alcohol, drugs, sex, bullying, abuse, depression, and eating disorders are some of the issues they may encounter. You are on the frontlines of their lives which places you in a unique position to identify a situation in which Girl Scouts may need help. If you believe someone is at risk of hurting themself or others, your role is to promptly bring that information to the parent/caregiver or the council so the Girl Scout can get the expert assistance they need. Your concern about their well-being and safety is taken seriously and your council will guide you in addressing these concerns.
Here are a few signs that could indicate someone needs expert help:
- Marked changes in behavior or personality (for example, unusual moodiness, aggressiveness, or sensitivity).
- Declining academic performance and/or inability to concentrate.
- Withdrawal from school, family activities, or friendships.
- Fatigue, apathy, or loss of interest in previously enjoyed activities.
- Sleep disturbances.
- Increased secretiveness.
- Deterioration in appearance and personal hygiene.
- Eating extremes, unexplained weight loss, distorted body image/efforts to hide their body.
- Tendency toward perfectionism (i.e. mistakes are considered unacceptable, unwillingness to start or try something for fear of failure, belief there is only one way to do something).
- Giving away prized possessions; preoccupation with the subject of death.
- Unexplained injuries such as bruises, burns, or fractures.
- Avoidance of eye contact or physical contact.
- Excessive fearfulness or distrust of adults.
- Abusive behavior toward other children, especially younger ones, or animals.
Your local membership staff person Can help you find out how to refer the girl and her parent/guardian to experts at school or in the community.
Share your concern with the girl’s family, if this is feasible.
Contact Girl Scouts of New Mexico Trails at [email protected] if any issues arise that you need to report. Please direct issues to your local membership staff person who will then work closely with the Chief Membership Officer, as well as the CEO, on the issue at hand. Communication is key, and your local membership staff person will apprise you of solutions and steps for resolutions throughout the process.
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