Member Resource Center Specialist
Oakland (Posted 01/11/2023)
SEIU Local 1021 was founded in 2007 when ten local unions came together in Northern California to form one larger, more powerful union. Together our members are building a true 21st century union fighting to empower our members and improve our society. We are 54,000 strong – organizing and representing public service workers in cities, counties, courts, schools, private non-profits, special districts, public health care, nursing and higher education. We are looking for energetic, hard-working staff who are committed to real change, who believe in the value of work and the value of public services and who want to be part of the team that wins for workers, their families and their communities.
Location: Oakland, CA
Summary: This position will report to the Member Resource Center Program Administrator conducting integrated member needs assessments, and along with a team, providing support to the SEIU Local 1021 members in Northern California. The Member Resource Center Specialist works collaboratively with union officers, management and staff and partner organizations to communicate with union members and employers about union programs. The Member Resource Specialist coordinates and delivers a comprehensive range of resource programs to union members.
Essential Responsibilities: This position’s essential responsibility is to provide customer service to staff, chapter leaders and members. This includes acquiring and maintaining an understanding of the Local’s membership requirements, benefits, services, philosophies, structures, policies and programs. Effectively communicating these resources in person, on the phone and in writing. The MRC Specialist duties listed below are representative of the position:
MEMBER AND STAFF SUPPORT
- Interpret and answer questions about union contracts, advising members of their on-the-job rights, benefits, and union participation; including membership status/dues
- Research relevant resources and provide support to members; recognizing trends in member calls and alerting the MRC Administrator
- In a professional and courteous manner, influence members to accept the rationale of decisions and actions relating to their membership. Engage members in a tactful and diplomatic manner concerning issues that may be confidential and sensitive in nature
- Screen and direct walk-ins; provide general information, take clear, concise messages, answer contract questions and provide basic contract interpretation for members and stewards
- Participate in problem solving to identify systemic (organizational, processes, and systems) problems/issues, and define and present solutions
- Conduct intake and referral for general union and representation issues and/or grievances to Field Representatives
- Serve as a resource to Field Representatives, Stewards and Chapter leaders
- Follow documented procedures to problem solve or escalate cases from Field Representatives to Field Directors and/or Deputy Director
- Assist members in registering for training courses and with questions relating to course completion
- Outreach and engage member leaders on MRC resources to increase member access (i.e., digital learning platform, rules on access, usage and support)
- Conduct outreach with new members and prepare/create new member weekly reports
- Serve as a resource to Chapter leaders and members on membership mobile app and all MRC Resources
- Provide Chapter leaders and members with Together We Rise (TWR) resources
- Promote the union by outreaching to current members and non-members using standard communications methods (i.e., phone calls, email), and new technology tools to extend the MRC’s capabilities to increase member engagement and union density
- Work with the MRC Administrator to fine-tune current outreach efforts and explore new opportunities to create popular and successful outreach programs
- Identify members with potential to support the union’s programs
- Participate in the development and distribution of MRC materials to field offices
- Identify member representation needs and where necessary, coordinate with other union staff
- Communicate by phone and/or in writing to members, leaders, staff and others providing accurate and timely resolutions to issues
- Interface and interact with members, member leaders and Local union staff
- Process incoming mail and courier deliveries. Alert the appropriate staff when legal documents are received
- Meet call performance, call quality and accuracy standards when interacting with members
- Participate in meetings, actions, presentations and trainings
- Efficiently complete assignments involving member support issues, union actions, events and campaigns
- Responsible for proficiently using, serving as a resource, providing technical support to staff, and assisting in the adoption of the Local’s technology platforms
- Document member interactions in the Local’s UnionWare membership database
- Provide Chapter leaders and staff with support in using MRC tools such as virtual phone bank, videoconferencing, on-line polling, and broadcasting
- Update membership database with current member information (i.e., address, personal email, cell phone, text authorization, etc.)
- Send “Welcome Brochures” via mass email and mass-texting to new members
- Participate in the development of membership materials as needed
- Assist in enhancing work flow processes to increase productivity and service to members
- Manage and complete special projects as assigned, including research and planning
- Responsible for interacting and providing professional level administrative support to Local management and union members
- Respond to member inquiries including the necessary coordination and calculation of time required to complete the requested task
- Provide input and recommendations to enhance the operation and effectiveness of the department
- Participate in meetings, actions, presentations and trainings
- Assist in the coordination and participation in labor union activities such as encouraging non-members to become members by assisting with new member sign up and COPE campaigns
- Updates job knowledge by participating in educational opportunities and proactively seeks ways to stay informed on cutting edge trends that could benefit the department
- May provide cross-training to other Member Resource Center staff
Perform other duties as assigned.
Minimum Qualifications and Special Skills:
- Bachelor’s degree or high school diploma with a minimum of three years’ experience in an office-based clerical setting
- Excellent English grammar and spelling skills
- Proficient in Microsoft Excel and Microsoft Office Suite
- Computer literacy required, and working knowledge of a database
- Accurate typing skills over 45 words a minute
- Strong interpersonal and communication skills, capable of interacting professionally, both verbally and in writing
- Ability to work well in sensitive situations in person or on the telephone
- Strong analytical and judgment skills
- Solid organization skills, with an ability to stay focused and prioritize work assignments
- Excellent attention to detail
- Background as a public employee or with labor unions desirable
- Fluency in a second language preferred, but not required
- Applicants must successfully complete a clerical skills assessment test
Desired Characteristics: 1) Ability to quickly grasp collective bargaining issues and human resource management principles
Core Competencies: The following competencies have been identified as critical for success in the role and will be referred to during the selection process.
- Commitment to helping our members current and future needs. Provides prompt and courteous service
- Shares expertise and important or relevant information with team members
- Conveys information and ideas to individuals and groups through a variety of communication methods
- Continually seeks to improve work processes. Demonstrates the ability to use systems and technology to improve ways of working
- Strives for excellence and efficiency
- Ability to adjust priorities. Approaches change positively and adjusts behaviors accordingly.
Requirements: Proof of full vaccination is required for this position.
SALARY AND BENEFITS: $29.4263/hr. Excellent benefits after meeting minimum length of assignment requirement.
This position is represented by the Office and Professional Employees International Union (OPEIU), Local 29.
TO APPLY: Visit our online Career Center found HERE to apply. You must include a detailed résumé, cover letter indicating the position you are applying for, and the names, addresses, and phone numbers of three (3) references.
This position is open until filled; however, the posting/acceptance of applications may close at any time. No phone calls please.
AFFIRMATIVE ACTION EMPLOYER
SEIU Local 1021 is an affirmative action employer and encourages applications from all qualified candidates regardless of race, ethnicity, age, sex, sexual orientation, marital status, religion, or disability. Local 1021 works to ensure fair treatment of applicants and employees and actively enforces policies against discrimination and sexual harassment.