MAC Organizer I

SEIU Local 2015 – Member Action Center Organizer I

Location: California – Member Action Center
Department: Member Action Center
Reports To: MAC Director or Designee
Status: Full-Time

About SEIU Local 2015

SEIU Local 2015 is the largest union of long-term care workers in California, representing more than half a million home care, skilled nursing facility, and assisted living center workers across the state. Our members are united in their commitment to caring for California’s older adults and people with disabilities while building worker power and stronger communities.

Our mission is to unleash the collective power of long-term care workers, their families, and their communities to advance economic and social justice. We are committed to building an anti-racist organization grounded in equity, justice, and cross-difference solidarity.

To learn more, visit seiu2015.org.

About the Role

SEIU Local 2015 is seeking a compassionate, solutions-oriented, and member-focused Member Action Center Organizer I to support long-term care workers through the union’s Member Action Center (MAC).

The Member Action Center is a high-volume, inbound service and organizing center that serves as a primary point of contact for union members. The MAC Organizer I helps workers understand and exercise their workplace and union rights, access available benefits and training opportunities, address work-related concerns, and become more actively involved in their union.

Through telephone, electronic, and written communication, the MAC Organizer I listens carefully to members, identifies their needs, provides accurate information, documents each interaction, resolves matters within the position’s scope, and routes complex issues to the appropriate staff team for follow-up. The position works closely with union officers, managers, field staff, internal departments, members, and the California Long-Term Care Education Center.

This is more than a traditional customer-service role. The MAC Organizer I uses every member interaction as an opportunity to build trust, strengthen union participation, develop worker leadership, and connect members to collective action. The ideal candidate is calm under pressure, highly organized, comfortable working with technology, and committed to providing respectful and accurate service in a fast-paced environment.

Key Responsibilities

Member Service & Call-Center Operations

• Answer a high volume of inbound calls and place outbound follow-up calls using a computer-based telephone system
• Communicate with members through telephone, email, mail, text, and other approved channels
• Use active listening and effective questioning to understand each member’s needs, concerns, and requested support
• Follow approved call flows, scripts, standard operating procedures, and escalation protocols while providing individualized and respectful service
• Provide clear, accurate, and accessible information within the scope of the position
• Place callers on hold, transfer or conference calls, initiate help-desk support, and connect members with appropriate internal or external resources when necessary
• De-escalate concerns, respond professionally to complaints, and help members understand available options and next steps
• Complete required follow-up actions, mail requests, referrals, work orders, and escalations accurately and within established timelines
• Maintain professional phone etiquette and create a high-quality service experience during every member interaction

Member Organizing & Union Engagement

• Help form, build, and grow the union through meaningful interactions with members and represented workers
• Educate members about the union’s mission, programs, campaigns, services, priorities, and opportunities for participation
• Engage members regarding issues affecting long-term care workers, including workplace rights, public policy, political developments, contract campaigns, benefits, training, and member programs
• Encourage member participation in union meetings, trainings, actions, campaigns, leadership opportunities, and other organizational activities
• Support membership recruitment and retention by answering questions regarding membership status, dues, union participation, and the value of collective action
• Conduct membership and Committee on Political Education (COPE) sign-up conversations as assigned
• Encourage civic engagement, including voter registration, get-out-the-vote activities, grassroots advocacy, legislative action, and other approved political programs
• Identify members who may be interested in deeper union involvement or leadership and refer them to the appropriate organizing or departmental staff
• Communicate member concerns, emerging themes, and organizing opportunities to MAC leadership and relevant departments

Workplace, Contract & Grievance Support

• Respond to general questions regarding collective bargaining agreements, workplace rights, employer practices, and available union processes
• Conduct first-level intake and information gathering for workplace complaints, discipline concerns, grievances, requests, and other member issues
• Review the information provided, ask appropriate follow-up questions, and document the relevant facts accurately and objectively
• Provide members with approved information regarding processes, expectations, timelines, and next steps without exceeding the scope of the position
• Create and route grievance requests, case referrals, work orders, or escalations to the staff teams responsible for collective bargaining, employer relations, representation, or field follow-up
• Identify urgent, sensitive, or high-risk concerns and escalate them promptly in accordance with established procedures
• Track assigned follow-up activities and help ensure members receive appropriate communication regarding their concerns
• Maintain neutrality, discretion, and confidentiality when handling sensitive member, employment, disciplinary, or organizational information

Benefits, Training & Resource Navigation

• Answer general questions about employment-related benefits and direct members to appropriate resources for additional assistance
• Assist workers with training-course registration and questions regarding programs offered through the California Long-Term Care Education Center
• Follow established procedures to verify eligibility for health insurance benefits and other member programs
• Provide accurate information regarding available education, training, benefit, and support resources
• Assist members in completing required steps, locating forms, understanding instructions, and connecting with the appropriate program administrator
• Use approved translation and interpretation resources, including LanguageLine, to support members who communicate in languages other than English
• Document assistance provided, outstanding needs, and required follow-up in the appropriate system

Case Documentation & Data Integrity

• Document every member interaction accurately, objectively, and promptly in designated MAC databases and systems
• Review and update member information, call notes, case details, follow-up records, and other required data
• Create online work orders, escalations, referrals, mail requests, and case records using approved forms and workflows
• Select accurate issue categories, dispositions, outcomes, and referral pathways
• Maintain complete records that enable other staff and departments to understand the matter and continue service without requiring the member to repeat their experience unnecessarily
• Protect confidential member, employment, benefits, financial, political, and organizational information
• Correct identified documentation errors promptly and participate in quality-review or coaching processes
• Complete required activity, service, organizing, and performance reports within established deadlines

Quality, Productivity & Departmental Accountability

• Meet established expectations for call handling, service quality, schedule adherence, documentation accuracy, follow-up completion, member engagement, and other departmental goals
• Balance efficiency with careful listening, accurate problem-solving, and a respectful member experience
• Remain available and focused during scheduled service periods and follow department practices regarding attendance, punctuality, breaks, workspace readiness, and phone coverage
• Use approved standard operating procedures for activities such as training registration, benefit eligibility verification, member complaint intake, discipline-related inquiries, interpretation services, and case escalation
• Participate in coaching, calibration, quality assurance, training, team meetings, and continuous-improvement activities
• Identify recurring member questions, service gaps, process barriers, or system issues and share recommendations with MAC leadership
• Collaborate with colleagues and other departments to support timely resolution, consistent communication, and strong member service
• Maintain a clean, professional, secure, and distraction-free work environment
• Perform other duties and special assignments as required to support the Member Action Center and the mission of SEIU Local 2015

Qualifications

Required Qualifications

• Experience in customer service, call-center operations, member services, community outreach, labor or community organizing, social services, benefits navigation, case intake, or a related area
• Demonstrated commitment to helping workers, resolving concerns, and providing respectful service to people from diverse backgrounds and experiences
• Strong verbal communication and active-listening skills, including the ability to gather information, explain processes clearly, and respond calmly to challenging situations
• Strong written communication skills and the ability to produce clear, accurate, objective, and professional case notes
• Ability to type while speaking with callers and navigate multiple computer systems simultaneously
• Basic proficiency with Windows-based programs, email, online forms, databases, and other digital tools
• Ability to follow call flows, scripts, standard operating procedures, confidentiality requirements, and escalation protocols consistently
• Strong problem-solving skills and the ability to identify the member’s primary concern, determine the appropriate resource, and complete required follow-up
• Ability to provide high-quality service in a high-volume environment while meeting productivity, quality, documentation, attendance, and schedule expectations