MAC Organizer I

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    "city": "LOS ANGELES",
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    "jobTitle": "MAC Organizer I",
    "location": "Los Angeles - LOS ANGELES, CA 90057",
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    "description": "<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong>Purpose: </strong></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p style=\"margin-right:-1px;text-align:justify;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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.  </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p style=\"margin-right:-1px;text-align:justify;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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.   </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong>Duties and Responsibilities: </strong></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p style=\"margin-right:-1px;text-align:justify;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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: </span></span></span></p>\n\n<ol>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Help form, build and grow our union through interaction with our membership.  </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Engage callers regarding topics pertinent to them as long term care workers including updates on politics, public policy, and other member issues.  </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Documentation of calls using MAC computer systems </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Problem solving and providing resources for workers via phone or mail. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Answer questions about union contract or on-the-job rights: </span></span></span><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Filing a grievance/requests and/or referral to the staff team which handle collective bargaining and employer relations for Private Employers. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Answer questions about union participation, including membership status/dues </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Answer questions on employment benefits.  </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Assist workers in registering for training courses and with questions relating to the California Long-term Care Education Center. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Other duties as assigned </span></span></span></li>\n</ol>",
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    "qualifications": "<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong>Requirements include:</strong>   </span></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Fluency (written and spoken) in English and at least one additional needed language (Spanish, Mandarin/Cantonese, or Armenian) preferable, but not required.   </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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 </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Follow call flow script to gather information on caller and answer questions appropriately. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Review, update and create new notes by typing in computer databases. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Create follow up work orders (escalations, mail requests, etc.) as needed.  This is done using online forms. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Use customer service skills and techniques to resolve caller complaints and concerns. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Understands and is actively engaged in meeting departmental goals. </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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. </span></span></span></li>\n</ul>\n\n<p style=\"margin-left:48px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong><u>Expected Behavior:</u> </strong></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p style=\"margin-left:1px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">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: </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">High ethical standards </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Train, develop, nurture and mentor colleagues </span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Encourage team work and participation by staff and members </span></span></span></li>\n</ul>\n\n<p style=\"margin-left:24px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p style=\"margin-left:1px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Ensure outstanding representation of the organization to internal and external allies and constituents. </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong> </strong></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong><u>Physical Requirements:</u> </strong></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p style=\"margin-left:1px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Work is generally performed in an office setting.  </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong><u>Scope and Nature of Supervision:</u> </strong></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"> </span></span></span></p>\n\n<p style=\"margin-left:1px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">The MAO reports directly to the MAC Director or designee. </span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><strong> </strong></span></span></span></p>\n\n<p style=\"margin-left:1px;\"><span style=\"font-size:11pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\">Job descriptions are not designed to cover or contain a comprehensive listing of every activity or responsibility that is required for each role. </span></span></span></p>",
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