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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 create is just as important as the activities they do—it’s the key to developing the sort of group that they want to be part of! Cultivate a space where confidentiality is respected, and they can express their true selves.
Recognize and Support Each Individual 
You're a role model and a mentor to your troop. Since you play an important role in their lives, they need to know that you consider each of them an important person too. They can weather a poor meeting place or an activity that flops, but they cannot endure being ignored or rejected.
- Give a shout-out when you see them trying their best, not just when they’ve had a clear success.
- Emphasize the positive qualities that make each person worthy and unique.
- Be generous with praise and stingy with rebuke.
- Help your troop find ways to show acceptance of and support for one another.
Promote Fairness
They are sensitive to fairness for all. They forgive mistakes if they are sure you are trying to be fair. They look for fairness in how responsibilities are shared, in handling of disagreements, and in your responses to performance and accomplishment.
- When possible, ask them what they think is fair before decisions are made.
- Explain your reasoning and show why you did something.
- Be willing to apologize if needed.
- Try to see that responsibilities as well as the chances for feeling important are equally divided.
- Help them explore and decide for themselves the fair ways of solving problems, carrying out activities, and responding to behavior and accomplishments.
Build Trust
They need your belief and support when they try new things and you’ll need to show that you won’t betray their confidence. Show them that you are making an effort to understand them as individuals.
- Inspire them to think for themselves and use their own judgment.
- Encourage them to make the important decisions in the group and ensure them that all troop members have an equal say.
- Give them assistance in correcting their own mistakes.
- Support them in trusting one another—let them see firsthand how trust can be built, lost, regained, and strengthened.
Inspire Open Communication
They want someone who will listen to what they think, feel, and want to do. They like having someone they can talk to about the important things happening in their lives.
- Listen to them. Respond with words and actions.
- Speak your mind openly when you are happy or concerned about something and encourage them to do the same.
- Leave the door open for them to seek advice, share ideas and feelings, and propose plans or improvements.
- Help them see how open communication can result in action, discovery, better understanding of self and others, and a more comfortable climate for fun and accomplishment.
Managing Conflict
Conflicts and disagreements are an inevitable part of life, and if handled constructively they show Girl Scouts that they can overcome their differences of opinions, 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, get those involved to sit down together and talk calmly in a nonjudgmental manner, keeping in mind that each party may need some time—a few days or a week—to calm down before being able to do this. Talking in this way might feel uncomfortable and difficult now, but it lays the groundwork for working well together in the future. Whatever you do, do not spread your complaint around to others—that won’t help the situation and causes only embarrassment and anger.
You’ll also find conflict resolution activities in some of the Journeys, such as the Amaze Journey for Cadettes or the Mission Sisterhood Journey for Seniors.
If a conflict persists, be sure you explain the matter to your volunteer support team. If the supervisor cannot resolve the issues satisfactorily (or if the problem involves the supervisor), the issue can be taken to the next level of supervision and ultimately to your council if you need extra 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.
Communicating Effectively with Girl Scouts of Any Age
Make sure your words and intentions create connection with members. Keep in mind how important the following approaches are.
Listen. Listening to them, 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. 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 like relationships, peer pressure, school, money, drugs, and other serious topics. When you don’t know, listen. Also 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 respectively to reinforce that their opinions matter and that they deserve respect.
Offer Options. Members’ needs and interests change and being flexible shows them that you respect them and their busy lives. Be ready with age-appropriate guidance and parameters no matter what they choose to do.
Stay Current. Show members that 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.
Remember LUTE: Listen, Understand, Tolerate, and Empathize. Try using the LUTE method to thoughtfully respond when a member is upset, angry, or confused.
Listen. Hear them out, ask for details, and reflect back what you hear; try “What happened next?” or “What did they say?”
Understand. Show that you understand where they are coming from with comments such as, “So what I hear you saying is…” or “I understand why you’re unhappy,” or “Your feelings are hurt; mine would be, too.”
Tolerate. You can tolerate the feelings that they just can’t handle right now on their own. Let them know that you’re there to listen and accept how they are feeling about the situation. Say something like: “Try talking to me about it. I’ll listen," or “I know you’re mad—talking it out helps,” or “I can handle it—say whatever you want to.”
Empathize. Let them know you can imagine feeling what they are feeling with comments such as, “I’m sure that really hurts” or “I can imagine how painful this is for you.”
Remember you don’t have to solve their problems for them or have all the answers. Ask them what they would like to do about the situation and how you can support them.
Addressing 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.
When Sensitive Topics Come Up
It’s an amazing feeling when your Girl Scouts put their trust in you—and when they do, they may come to you with some of the issues they are facing such as bullying, peer pressure, dating, athletic and academic performance, understanding their own identity, and more. Some of these issues may 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 they wish to participate in discussions or activities that could be considered sensitive—even for some—put the topic on hold until you have spoken with the parents 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.
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.
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 they 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 they 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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