SEIU Local 2015

SEIU Local 2015

Member Action Center Organizer II
Member Action Center

Based in Los Angeles, CA


SEIU Local 2015 is California’s Long Term Care workers organization that will unleash the collective power of long term care workers, their families, and their communities, harness the power of technology, and build a broad movement to disrupt the unjust status quo in order to bring lasting transformational change towards a more just society for all.

SEIU Local 2015 represents 400,000 homecare providers, nursing home workers and assisted living center workers throughout California, making it the largest union of long term care givers in California and the second largest SEIU local in the nation. For more information please visit: http://seiu2015.org.

The Member Action Center Organizer II works in the Member Action Center (MAC) as part of the day-to-day operations of an in-bound call center providing services primarily but not limited to union members. The MAC works closely with union officers, management staff, and staff of other departments and members to communicate with union members about union programs, work-related concerns, and to provide assistance with benefits and training programs available through the Center for Caregivers Advancement.

Position Purpose:
The Member Action Center Organizer II primary responsibility is to train, develop and empower their colleagues and workers across the long term-care sector. They provide leadership and support to uphold the values of SEIU 2015 in an inbound call center setting.

Required Competencies:

  • Adaptability to changing environments and ability to work under pressure
  • Cultural competence to work with diverse communities
  • Practices active listening and self-reflection in service of supporting a culture of learning
  • Ability to work independently, organize their time, and demonstrate self-motivation
  • Lead and motivate staff team member and workers
  • Ability to hold oneself and one’s team accountable to commitments and outcomes
  • Demonstrated ability to build relationships and work collaboratively with a team
  • Effective oral, written and digital communication skills
  • Computer and digital literacy relevant to the position
  • Fluency (written and spoken) in English and at least one additional language preferred.
  • Ability to deal with supervisorial escalations to resolve caller complaints and concerns
  • Adhere to department policies, practices, and behaviors on phone etiquette, punctuality, workplace cleanliness and performs to a high work ethic including but not limited to servicing without distractions and providing a high quality customer service experience to our membership.
  • Understands and is actively engaged in meeting departmental goals.

Experience and Education:

  • 2+ years of experience in union or call center environment.
  • Demonstrated consistent execution of duties and responsibilities and related outcomes as a Member Action Center Organizer I
  • Experience in leading a team is desired.
  • Experience training peers is desired.
  • Ability to use Microsoft Office, SharePoint, and computer database systems
  • Ability to create training manuals and processes.
  • Ability to type 50+ WPM

Duties and Responsibilities:
The Member Action Center Organizer II will support in development work of the Member Action Center to assure the process and procedures of the department are met and upheld. The Member Action Center Organizer II duties and responsibilities listed below are representative of the position:

  1. Mentor and coach fellow team members with call calibrations to ensure uniformity across the department.
  2. Develop tools to onboard and provide continuous call center trainings.
  3. Lead teams to adhere department goals and objectives.
  4. Documentation of calls, issue resolutions, follow up request, etc. using MAC computer systems
  5. Problem solving and providing resources for colleagues and workers.
  6. Ability to think strategically to influence desirable outcomes in escalated situations and to ensure deadlines are met.
  7. Answer questions about union contract or on-the-job rights: Assistance filing a grievance/requests and/or referral to the staff team which handle collective bargaining and employer relations for Nursing Home phone calls.
  8. Mentor and coach union members in grievances and/or in processes that empower our membership in their workplaces and communities
  9. Answer questions about union participation, including membership status/dues/cancellations
  10. Answer questions on employment benefits, assistance enrolling for healthcare benefits
  11. Assist workers in registering for training courses and with questions relating to the Center for Caregiver Advancement.
  12. Encourage member participation in union activities, including civic engagement (of members) such as voter registration, get-out-the-vote and grassroots political advocacy, membership and COPE sign up.
  13. Other duties as assigned

Scope and Nature of Supervision:

  • Organizers will report to their assigned supervisor.

Expected Behavior:
The Member Action Center Organizer II is expected to embrace, promote and demonstrate the organizations’ core values - Excellence, Compassion, Accountability, Transparency, Empowerment--, which include but are not limited to:

  • High ethical standards
  • Train, develop, nurture and mentor staff team member and union members
  • Encourage team work and participation by staff and members
  • Ensure outstanding representation of the organization to internal and external allies and constituents.

Working Conditions:

  • Work is generally performed in an office setting.

Job descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.

SEIU Local 2015 is an equal employment opportunity employer committed to recruiting and hiring without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Women and persons of color are strongly encourage to apply
Fluency in a second language is highly desirable.

To Apply:
Send cover letter, résumé, and references to:

WHEN APPLYING: Be sure to indicate that you saw this information at UNIONJOBS.COM.