MAC Organizer I

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 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. This role uses every member interaction as an opportunity to build trust, strengthen union participation, develop worker leadership, and connect members to collective action.

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.
• Follow approved call flows, scripts, standard operating procedures, and escalation protocols.
• 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.
• De-escalate concerns and respond professionally to complaints.
• 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.

Member Organizing & Union Engagement

• 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, and leadership opportunities.
• Support membership recruitment and retention by answering questions regarding membership status, dues, and union participation.
• Conduct membership and Committee on Political Education (COPE) sign-up conversations.
• Encourage civic engagement, including voter registration, get-out-the-vote activities, grassroots advocacy, and legislative action.
• 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.

Workplace, Contract & Grievance Support

• Respond to general questions regarding collective bargaining agreements, workplace rights, and employer practices.
• Conduct first-level intake and information gathering for workplace complaints, discipline concerns, and grievances.
• Provide members with approved information regarding processes, expectations, timelines, and next steps.
• Create and route grievance requests, case referrals, work orders, or escalations to responsible staff teams.
• Identify urgent, sensitive, or high-risk concerns and escalate them promptly.
• Track assigned follow-up activities and help ensure members receive communication regarding their concerns.
• Maintain neutrality, discretion, and confidentiality.

Benefits, Training & Resource Navigation

• Answer general questions about employment-related benefits and direct members to appropriate resources.
• Assist workers with training-course registration and questions regarding programs offered through the California Long-Term Care Education Center.
• 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 program administrators.
• Use approved translation and interpretation resources, including LanguageLine, to support members.
• Document assistance provided and required follow-up.

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, and follow-up records.
• Create online work orders, escalations, referrals, and case records using approved forms and workflows.
• Protect confidential member, employment, benefits, financial, political, and organizational information.
• Correct identified documentation errors promptly.

Quality, Productivity & Departmental Accountability

• Meet established expectations for call handling, service quality, schedule adherence, documentation accuracy, follow-up completion, and member engagement.
• Balance efficiency with careful listening, accurate problem-solving, and a respectful member experience.
• Remain available and focused during scheduled service periods.
• Use approved standard operating procedures for various activities.
• Participate in coaching, calibration, quality assurance, training, and team meetings.
• Identify recurring member questions, service gaps, or process barriers and share recommendations with MAC leadership.
• Collaborate with colleagues and other departments to support timely resolution.

Requirements & Tech Stack

• Windows-based programs
• Email
• Online forms
• Databases
• Digital tools
• Computer-based telephone system
• Customer relationship management platform (preferred)
• Case-management system (preferred)
• Membership database (preferred)
• Help-desk ticketing system (preferred)

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 and providing respectful service to people from diverse backgrounds.
• Strong verbal communication and active-listening skills.
• Strong written communication skills for clear, accurate, and objective case notes.
• Ability to type while speaking 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, and confidentiality requirements.
• Strong problem-solving skills.
• Ability to provide high-quality service in a high-volume environment.
• Strong organization, attention to detail, time management, and follow-through.
• Ability to manage emotionally charged conversations with empathy, patience, and professionalism.
• Ability to work independently while collaborating effectively.
• Ability to exercise discretion and maintain confidentiality.
• 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 will be considered.

Preferred Qualifications

• Fluency in English and at least one additional language (e.g., Spanish, Mandarin, Cantonese, 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.