Purpose:
SEIU Local 2015 is California’s leading long term care organization dedicated to providing and protecting quality care for some of our most vulnerable residents. SEIU Local 2015 represents 370,000 in-home care providers and nursing home workers throughout California, making it the largest union of long term caregivers in California and the second largest SEIU Local in the nation. Geographically, we live and work in fourteen different counties and we speak over nine languages.
The Organizer 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 California Long Term Care Education Center.
Duties and Responsibilities:
The Representative’s primary responsibility is to help workers form, build, and grow our union by answering calls that come into the MAC, and providing assistance to union-represented longterm care workers. The MAO duties and responsibilities listed below are representative of the position:
- Help form, build and grow our union through interaction with our membership.
- Engage callers regarding topics pertinent to them as long term care workers including updates on politics, public policy, and other member issues.
- Documentation of calls using MAC computer systems
- Problem solving and providing resources for workers via phone or mail.
- Answer questions about union contract or on-the-job rights: Filing a grievance/requests and/or referral to the staff team which handle collective bargaining and employer relations for Private Employers.
- Answer questions about union participation, including membership status/dues
- Answer questions on employment benefits.
- Assist workers in registering for training courses and with questions relating to the California Long-term Care Education Center.
- Encourage member participation in union activities, including civic engagement (of members) such as voter registration, get-out-the-vote and grassroots political advocacy, membership recruitment and retention and COPE sign up.
- Other duties as assigned
Requirements include:
- Fluency (written and spoken) in English and at least one additional needed language (Spanish, Mandarin/Cantonese, or Armenian) preferable, but not required.
- Answer inbound calls and/or place outbound calls using computer based phone system, and speaking through a head set or phone handset, may include answer, disconnect, place on hold, conference with another call, make "help desk" call
- Follow call flow script to gather information on caller and answer questions appropriately.
- Review, update and create new notes by typing in computer databases.
- Create follow up work orders (escalations, mail requests, etc.) as needed. This is done using online forms.
- Use customer service skills and techniques 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.
- Use Standard Operating Procedures for a variety of activities including but not limited to: class registration, verification of eligibility for health insurance benefits, first level investigation of member complaints and/or discipline, using Language Line translation service, etc.
Expected Behavior:
The MAO is expected to embrace, promote and demonstrate the organizations’ core values - Excellence, Leadership, Accountability, Transparency, Empowerment and Compassion-, which include but are not limited to:
- High ethical standards
- Train, develop, nurture and mentor colleagues
- Encourage team work and participation by staff and members
Ensure outstanding representation of the organization to internal and external allies and constituents.
Physical Requirements:
Work is generally performed in an office setting.
Scope and Nature of Supervision:
The MAO reports directly to the MAC Director or designee.
Job descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role.
