Child Care Providers United Member Resource Center Director, Ccpu Local

New Position: Child Care Providers United Member Resource Center Director

Location: Hybrid; On-site in Sacramento, Los Angeles, or San Diego

Position Overview

The role of the Director is to contribute to the building of a stronger union by directing the

creation and operation of a new Member Resource Center (MRC). The Director will supervise a

team of skilled staff who are trained to provide an excellent member experience with high

quality advice, service and a consistently positive union experience for members within

prescribed time frames and funding parameters. The MRC will utilize inbound and outbound

call, text, and other technology to educate providers on benefits provided through the CBA as

well as connect providers to CCPU work.

Duties and Responsibilities: All duties listed are required but not limited to and may or may not

be continuously performed or ongoing at any specific time.

1.Set-up the Resource Center

a. Develop a strategic start-up plan in consultation with union leadership, members, and

staff

b. Build out the needed technology, systems, and processes for a successful resource

center operation

c. Establish systems to document calls and grievances using a local computer database

2.Supervisory Responsibilities Include:

a. Recruit, onboard, train, and support personnel to assist with the set-up and operation of

the center

b. Interview, hire, train employees

c. Mentor, coach, and support staff and managers' development and accountability

d. Oversee the effective training of new staff

e. Share responsibility with management team for daily huddles

f. Participate in and contribute to the union's equity and inclusion efforts

g. Plan, assign, and direct work and delegate projects and track their success

h. Appraise performance

i. Address complaints and inter-staff challenges in a constructive way

j. Ensure Resource Center maintains a positive and productive team culture

3.Ensure the effective daily operation of the center, including:

a. Forecasting, scheduling, and coordinating daily operation

b. Obtain and use available reporting and other technology to meet agreed-upon service

level goals.

c. Forecast and monitor call volume and service levels on daily, weekly, and monthly

levels, adjusting staffing and schedules as needed.

d. Manage staff shift selection procedure and processes.

e. Ensure an effective and efficient non-phone casework system to allow staff time to

complete active cases. Handle member complaints.

f. Make referrals to local unions for handling per Standards Operating Procedures (SOP).

g. Provide reports and analysis on the work of the MRC

4.Coordinate with leaders and staff of CCPU and partner organizations, including:

a. Regular coordination meetings to report performance, discuss and update procedures,

resolve challenges that arise.

b. Manage and report out on campaign projects such as outbound call campaigns

c. Track staff work time for billing purposes.

d. Manage day-to-day issues with partner organizations.

e. Analyze and apply language in union contracts

f. Support contract negotiations

g. Track grievances

Qualifications

Education and Experience: The ideal candidate will be an experienced and effective leader of

teams with experience operating in a customer/member-experience environment.

● Ability to supervise and provide a mentoring relationship for the development of staff.

Supervisory experience preferred. 3+ years supervisory experience in an inbound call center

with at least 10 staff

● Experience with labor, non-profit, or member-oriented organizations

● Demonstrate understanding of the organizing model and how it can be used to empower

members and ensure superior outcomes in the workplace

● Knowledge and understanding of collective bargaining issues and human resource

management principles.

● Sound interpersonal and communication skills appropriate to providing a quality member

experience including the ability to establish and cultivate respectful relationships with

people from diverse backgrounds.

● Sound organizational skills to manage and prioritize work subject to deadlines in a dynamic

and changing environment, as an individual and as a member of a team.

● Demonstrate ability to formulate and meet measurable performance goals.

● High level of understanding of Microsoft Office and database functions and management.

● Experience with Contact Center software, implementation and roll out.

● Experience developing Standard Operating Procedures.

● Strong customer service skills and experience

● Strong analytical skills and experience

● Strong written and verbal communications skills

● Willingness to work long hours and weekends as needed.

● Bilingual language skills preferred

Additional requirements: Must possess a valid California driver's license; must have auto

insurance that covers business driving; and must possess an automobile for business use.

Salary: $120-125k commensurate with experience, rich benefits

To apply: send resume and cover letter to jobs@ccpuca.org. This position is open until filled;

however, the posting/acceptance of applications may close at any time.

We are committed to hiring staff who reflect our membership and model the unity and equity

that we seek to build. Women, LGBTQIA+, people of color, people with disabilities and

immigrants strongly encouraged to apply. Position is based in California.

About Child Care Providers United

CCPU brings together more than 40,000 family child care providers across California to improve

the profession and ensure every child has access to quality early learning and care. CCPU is a

partnership of SEIU Local 99, SEIU Local 521 and UDW/AFSCME 3930. We are establishing a

resource center to provide services and support to our union's members and not yet union

family child care providers. The Member Resource Center Director will be responsible for the

set-up of the staff, technology, and infrastructure needed to successfully launch in the first half

of 2024. As part of the CCPU management team, the Director should be committed to our

members' vision of a just and vibrant society for all.