MAC Organizer I

SERVICE EMPLOYEES INTERNATIONAL UNION•West Sacramento, CA

4d•$71,230 - $75,568

About The Position

SEIU Local 2015 is seeking a compassionate, solutions-oriented, and member-focused Member Action Center Organizer I to support long-term care workers through its high-volume, inbound Member Action Center. The MAC is a primary point of contact for union members. The Organizer helps workers understand and exercise workplace and union rights, access benefits and training, address work-related concerns, and become more active in their union. Using telephone, electronic, and written communication, the Organizer listens to members, identifies needs, provides accurate information, documents interactions, resolves issues within the position’s scope, and routes complex matters to the appropriate staff for follow-up. This role works with union officers, managers, field staff, internal departments, members, and the California Long-Term Care Education Center. It uses member interactions to build trust, strengthen union participation, develop worker leadership, and connect members to collective action. The successful candidate is calm under pressure, organized, comfortable with technology, and committed to respectful, accurate service in a fast-paced environment. Work is generally performed in an office or call-center setting. It involves prolonged sitting, speaking through a headset or telephone handset, typing, viewing a computer screen, navigating multiple systems, and sustaining attention while communicating with members throughout the workday. Occasional evening, weekend, overtime, or travel assignments may be required based on departmental and organizational needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Requirements

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 gathering information, explaining processes clearly, and responding calmly to challenging situations.
Strong written communication skills and 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 consistently follow call flows, scripts, standard operating procedures, confidentiality requirements, and escalation protocols.
Strong problem-solving skills and ability to identify a 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.
Strong organization, attention to detail, time management, and follow-through.
Ability to manage emotionally charged conversations with empathy, patience, professionalism, and appropriate boundaries.
Ability to work independently and collaborate effectively with teammates, supervisors, field staff, and other departments.
Ability to exercise discretion and maintain confidentiality when handling sensitive member, workplace, benefits, and organizational information.
Ability to learn and explain union programs, collective bargaining agreement provisions, workplace processes, benefits resources, training opportunities, and civic-engagement activities.
Commitment to SEIU Local 2015’s mission, values, equity goals, and anti-racist organizational principles.
An equivalent combination of relevant work, volunteer, community, educational, and lived experience that provides the required knowledge, skills, and abilities will be considered.

Nice To Haves

Fluency in English and at least one additional language needed by SEIU Local 2015’s membership, including Spanish, Mandarin, Cantonese, or Armenian.
Experience working in an inbound or blended call-center environment.
Experience using a computer-based telephone system, customer relationship management platform, case-management system, membership database, or help-desk ticketing system.
Experience handling complaints, de-escalating difficult conversations, conducting intake, or routing cases for follow-up.
Experience supporting union members, caregivers, healthcare workers, older adults, people with disabilities, immigrant communities, or other historically underrepresented communities.
Familiarity with labor unions, collective bargaining agreements, workplace rights, grievances, employee benefits, or workforce-training programs.
Experience with membership recruitment, retention, COPE participation, voter engagement, advocacy, or community outreach.
Experience working in a labor union, nonprofit, advocacy, community-based, public-service, or other mission-driven organization.

Responsibilities

Answer a high volume of inbound calls and place outbound follow-up calls using a computer-based telephone system.
Communicate with members by telephone, email, mail, text, and other approved channels; listen, ask questions, provide accurate information, and follow approved call flows, scripts, procedures, and escalation protocols.
De-escalate concerns and complaints, explain options and next steps, arrange transfers or referrals, and complete follow-up actions, mail requests, work orders, and escalations within established timelines.
Educate members about the union’s mission, programs, campaigns, services, priorities, and opportunities for participation; encourage involvement in meetings, trainings, actions, campaigns, leadership opportunities, and other activities.
Support membership recruitment and retention, conduct membership and COPE sign-up conversations as assigned, and encourage voter registration, get-out-the-vote work, grassroots advocacy, and other approved political programs.
Identify members interested in deeper union involvement or leadership and refer them to appropriate staff; communicate member concerns, emerging themes, and organizing opportunities to MAC leadership and relevant departments.
Respond to general questions about collective bargaining agreements, workplace rights, employer practices, and union processes; conduct first-level intake for complaints, discipline concerns, grievances, requests, and other member issues.
Gather and document relevant facts, provide approved information about processes and timelines, create and route grievance requests, case referrals, work orders, and escalations, and promptly escalate urgent, sensitive, or high-risk concerns.
Track assigned follow-up and help ensure members receive appropriate communication while maintaining neutrality, discretion, and confidentiality.
Answer general questions about employment-related benefits, assist with training-course registration, follow procedures to verify eligibility for health insurance and other member programs, and connect members with appropriate resources and administrators.
Help members complete required steps, locate forms, understand instructions, and use approved translation and interpretation resources, including LanguageLine.
Document member interactions accurately, objectively, and promptly in designated databases and systems; update member information and create work orders, referrals, mail requests, escalations, and case records using approved workflows.
Maintain complete records, protect confidential information, correct documentation errors, participate in quality review or coaching, and complete required reports by established deadlines.
Meet departmental expectations for call handling, service quality, schedule adherence, documentation accuracy, follow-up, member engagement, attendance, punctuality, breaks, workspace readiness, and phone coverage.
Use approved procedures, participate in coaching, calibration, quality assurance, training, team meetings, and continuous-improvement activities, and share recommendations about recurring questions, service gaps, process barriers, or system issues.
Collaborate with colleagues and other departments to support timely resolution and consistent communication; 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 SEIU Local 2015’s mission.