Chapter Chair Role Description

Title: Chapter Chair/Co-Chair

Supervisor Title: District Director

Date Revised: January 2025

Summary of Position: 

The Chapter Chair (CC) plays a multifaceted role, accountable for executing the SCORE Mission and Objectives in the Chapter Geography. The CC ensures adherence to the SCORE Operating Manual and the implementation of SCORE processes.

The following encapsulates the essence of the CC’s role, emphasizing leadership, team management, oversight of volunteer and client relations, and community engagement. The CC’s position is crucial for the chapter’s operational success, community presence, and the fulfillment of SCORE’s mission.

Key Responsibilities: 

Operational Leadership

• Develop and oversee the Annual Operating Plan including monthly reviews with their District Director, in alignment with SCORE Annual Goals and Objectives, specifically, Volunteer Engagement, Client Engagement and Community Engagement.
• Conduct monthly Chapter and Team meetings.
• Ensure compliance with SCORE’s standards and the SCORE Policies and Procedures.
• Act as a communication conduit to local SBA, community partners, and higher headquarters.
• Promote and support adherence to ethical guidelines and compliance procedures.
• Submit the chapter’s budget request to the District Treasurer for review.

 Team Management

• Lead a Team focused on client, volunteer, and community engagement and inclusivity.
• Define roles within the team as needed,, including vice chair, community outreach chair, and other key positions, based on Chapter resources and capacity, to execute the Chapter role as the Face of the SCORE Brand in the assigned Chapter geography.
• Coordinate chapter activities and leverage SCORE resources to reduce administrative burdens.

Volunteer Management and Client Engagement

• Develop programs for member engagement and client satisfaction, including professional development and recognition programs.
• Work with the Region team – Regional Operations Coordinator (ROC) and Regional Volunteer Intake Coordinator (VIC)  to improve volunteer recruitment and onboarding, and to identify Interviewers, Coaches and Co-Mentors.
• Engage and ensure the satisfaction of volunteers.
• Address and resolve volunteer issues, approve new volunteers, and foster an inclusive environment.
• Resolve client issues and track/report client feedback.
• Review quarterly the Chapter Volunteer Roster in collaboration with the Membership Chair or Chapter leader with this responsibility, placing underperforming mentors on Pause (if appropriate) or move to Resigned status.
• Work with  ROC  and Regional Client Intake Coordinators (CIC) to reduce the number of Declined MREs and Time Outs (resulting in the MRE returned to the CICs). 
• Ensure Mentors update their Profiles to improve both the CIC MRE assignment process and Clients’ ability to self-select Mentors by expertise. 
• Maintain and update the chapter Succession Plan.

Community Engagement

• Serve as the face of SCORE in the community and the primary liaison with community partners.
• Focus on local community activities to enhance SCORE’s visibility.

Qualifications:

These attributes contribute to a chapter chair’s ability to lead effectively, fostering a productive and positive environment for the Chapter’s success:

1.  Integrity: A chapter chair must have the highest personal standards of honesty, reliability, and commitment to the role. They should lead by example and be trusted to always do the right thing.

2. Ability to Influence Others Without Dominating: They should ensure all members use their skills for the good of the organization and allow each member to express their views.

3.  Personal Strength: The role requires resilience and the ability to support others while also being strong in the face of challenges.

4.  Clear Vision and Passion: A chapter chair needs a clear vision for the Executive Committee and the organization, and a passion for the work to maintain commitment during tough times.

5.  Diplomacy: They must be able to maintain order and be diplomatic with individuals up the chain of command, volunteers, clients and community partners.

6.  Persuasion and Negotiation: The chair should use persuasion and negotiation skills to resolve conflicts and problems effectively.

7. Leadership Skills: Strong leadership skills are crucial to guide the chapter and its volunteers and employees towards achieving the Chapter goals.