Member Services Coordinator

Position Summary: The Member Services Coordinator (MSC) position is a part of the core program staff of the Chapel Hill office. The MSC stewards all services provided to CEF’s Members in the Chapel Hill office and works collaboratively with the MSC of CEF’s Durham program to ensure consistent and equitable services across our two geographies. The MSC also maintains CEF Chapel Hill’s relationships with a wide variety of local service providers, and represents CEF in collaborative spaces within Orange County’s human services systems, and will manage special projects specific to the Chapel Hill geography. This position works closely with the Chapel Hill staff team to support office operations, including providing in-person support in the office several days a week, facilitating and supporting teams of volunteers, supervising staff and interns, and participating in and co-facilitating regular staff team meetings. Some of the MSC’s work may be completed remotely, but most require an in-person presence. When working in the office the MSC is expected to model and hold volunteers and staff accountable to all CEF’s safety procedures associated with COVID.

Responsibilities:

Partnerships and Special Projects (30%)

Represent CEF at Orange County service collaborations and partnerships including HOME List coordination and attendance, Coordinated Entry meetings, Local Reentry quarterly meetings and HorizonsWorks advisory yearly meeting.

Steward CEF’s housing voucher referral, coordination process, case management and communication with the Housing Helpline around referrals to CEF and around housing issues.

Maintain existing partnerships with nonprofit, government, and community organizations to cultivate two-way referral pathways and service integrations and manage CEF’s referral materials, as well as communicate consistently with partners to ensure effective transmission of necessary information.

Steward Member Services Policies and Practices (25%)

Participate in collective cross-geography policy and practice-building processes for Member Services (confidentiality, grievances, conflict resolution, etc).

Participate in cross-training among team to fill in at either office.

Uphold confidentiality and safety standards.

Steward an effective case-conferencing system for staff and Advocates to check in, collaborate, and troubleshoot challenges in order to better serve CEF Members.

Provide technical assistance, along with Advocate Program Coordinator, to CEF’s volunteer leaders and Advocates in providing services to Members and achieving program outcomes.

Coordinate logistics of language access for Members requiring services in languages other than English.

Provide program-specific data and anecdotes for use in grant writing and individual donor solicitation.

Team Support and Supervision (20%)

Provide in-office staff support (minimum of 10 hours) per week ensuring delivery quality of member services, and support the Advocate team in responding to complex or crisis situations that arise.

Co-facilitate weekly staff meetings for Chapel Hill team alongside the Advocate Program Coordinator.

Co-facilitate weekly case conferencing at the MAC team meetings alongside Advocate Program Coordinator to provide resources and support when navigating complex or crisis situations.

Supervise and lead Chapel Hill’s orientation and intake process for new CEF Members.

Supervise the following teams (these are all volunteer positions):

Member Intake Specialists

Housing Team

Resource and Financial Coaching Development and Database Management (15%)

Create and update listings based on community feedback.

Train and supervise volunteers to verify the accuracy of information in existing resource database listings.

Write and design content for Financial Coaching modules to be built into CEF’s interactive Connect database with relevant, accurate, and up-to-date information, functionality, and user interface design to support CEF’s person-centered support model.

Represent the Chapel Hill office on the Resource and Financial Coaching team.

Participate in developing evaluation measures for CEF services including processes for tracking Member outcomes.

Assist with program data collection for funder reporting and dissemination of outcomes for any other requests.

Lead the Chapel Hill team in implementation of CEF data standards and support data quality in all programs and operations.

Update and improve the resource database to ensure maximum access for a diverse community of users.

Manage Orange County content in CEF’s OCConnect.info resource database.

CEF Team Member (10%)

Actively participate in CEF staff meetings, caucuses, retreats, board meetings, and organizational decision-making.

Participate in Member Services Leadership Team Meetings.

Work collaboratively with team members when necessary.

Engage actively in efforts to improve CEF’s outcomes, impact, and methodologies.

Embody CEF values and guiding principles, participate meaningfully in meetings, work collaboratively with coworkers, and engage in CEF in ways that are informed by social justice frameworks including, but not limited to relationship-based support, trauma-informed care, harm-reduction, and motivational interviewing.

Follow CEF financial procedures, including timely reporting of expenses, clear communication around debit card needs, and participation in budget creation.

Position Qualifications (Required unless indicated as “preferred”):

Preferred Master’s degree in social work or related fields of Public Policy, Sociology, Psychology, and or Public Administration with a minimum of two years direct service with people experiencing homelessness, case management, or other crisis work;

or BS/BA degree with a minimum of five years direct service with people experiencing homelessness or other case management or crisis work;

or High School diploma or GED with ten years direct service with people experiencing homelessness, case management, or crisis work.

Excellent interpersonal , critical thinking, problem solving, and communication skills – ability to work effectively in varied professional, socioeconomic, and cultural contexts with people across abilities and neurological differences, and from diverse racial, socioeconomic, educational, cultural, religious, and ethnic backgrounds.

Compassionate, whole person and healing-centered approach to Member Services.

Direct service experience and coordination working with individuals who are unhoused and unstably housed or equivalency is a priority.

Strong understanding of at least three of the following and willingness to learn the others and apply them in organizational, program, and policy design and implementation.

Racial Equity

Trauma Informed Care/Healing Focused Engagement

Transformative Justice

Housing First

Harm Reduction

Ability to design and implement systems that build towards efficient, collaborative, and effective cross-sector partnerships.

Prefer strong group project management, team facilitation, training and individual and group supervision skills including an understanding of complex group dynamics.

Proficient in Microsoft Office and Google Suite, preference for experience with client file maintenance in a social service setting.

Comfortable with and/or willing to learn new communications technology and database systems (i.e., Slack, Asana, Salesforce).

Works well independently, satisfies deadlines, prioritizes diverse workload effectively and maintains own motivation on multiple long term and short term projects.

Shared commitment to CEF’s mission.

An ideal candidate will :

Holds self accountable.

Have case management experience.

Have critical thinking skills.

Have curiosity to learn more.

Have the ability to communicate clearly about needs and boundaries.

Have exceptional listening skills.

Have strong project management and organizational skills.

Have the ability to build supportive and authentic relationships with people of diverse backgrounds and abilities.

Salary and Benefits:

This is a full-time, salaried position. The Member Services Coordinator is expected to work an average of 40 hours per week and will be paid $46,000 in annual salary. This position is also eligible for 100% employer-paid health insurance; a 401(k) plan with 4% employer match; optional employee-paid dental and vision; paid vacation, sick, and holiday leave; life insurance; and a professional development stipend. See an outline of CEF’s benefits here. All CEF staff are expected to be fully vaccinated against COVID-19 and submit weekly negative test results. This position will start as soon as possible.

To Apply:

Please submit a cover letter outlining why you are a great fit for this position, resume, and 3 professional references to hiring@communityempowermentfund.org with the subject “Member Services Coordinator.” Applications will be reviewed on a rolling basis and will remain open until filled.

CEF is an equal opportunity employer, and strongly encourages applications from people of color, persons with disabilities, women, LGBTQI-identified people, and people with lived experience with homelessness or poverty.