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Membership & Member Engagement Specialist

Tualatin, OR


Job Title: Membership & Member Engagement Specialist
Department: Member Services
Supervisor’s Title: Member Services Manager
Average Hours Per Week: 40
Exempt Status: Exempt

Job Summary
The Membership and Member Engagement Specialist is the primary person for outbound call center duties with ONA members and potential members for marketing and outreach opportunities. The Membership and Member Engagement Program Assistant is also responsible for many aspects of ONA’s membership management system including: policy and procedure recommendations; data analysis and interpretation; data entry; contract enforcement; and preparation of accurate lists. Disseminate needed info to ONA partners (e.g. ANA, AFT, etc.) Must function independently and will report to the Member Services Manager.

Primary Responsibilities

Marketing and Outreach
Outreach to welcome new ONA members.
Initiate calls to recent past members to discuss rejoining ONA; reasons for dropped membership; new employer info for organizing.
Call members who want to switch to fair share payer status.
Move members to take action in support of organizational priorities.
Coordination of outbound calling projects to recruit ONA member and staff participation in calls.
Work closely with groups like the NPO Membership Committee to accomplish their membership and outreach goals.

Communication and Member Engagement

  • Primary person tasked with outbound calling related to surveys, campaigns, etc.
  • Participate in new contact approaches as devised at ONA: e.g. click to chat, etc.
  • This position has a secondary role to back-up Membership & Customer Service PA on responding to all incoming phone calls and digital correspondence. Most incoming questions should not require a referral.

Campaigns and Events

  • Initiates contact with members to encourage participation in ONA/NPO events.
  • Makes outbound calls related to ONA campaigns and initiatives (e.g. candidate or ballot measure support).
  • Develops and organizes usage of outbound calling systems for outreach.

Contract Enforcement

  • When an updated roster from a mandatory facility is received and has been analyzed by the ONA Financial Program Assistant, send new hire letter and membership packet. Copy letter and file in document management system with update.
  • Track new hire status and send second reminder letter if required.
  • Send certified third letter regarding possible termination/grievance if required.
  • Fourth letter goes to nurse and HR manager at hospital for final resolution.

Maintenance of Records

  • Monitor and maintain CRM data.
  • Update CRM with information extracted by ONA Finance department from employer-submitted rosters.
  • Advanced knowledge of member data inside Dynamics CRM for usage throughout ONA organization.
  • Coordinate usage of CRM data by ONA departments to help achieve their objectives.
  • Deep knowledge of member survey data to coordinate usage throughout ONA.
  • Scan and file facility notification letters into electronic document management system.
  • Outbound member communications for member data updates associated with ONA Finance department FTE check.
  • Delete and add members as needed; Inactivate members as appropriate. Update CRM with name and address changes as received via phone, email, or website updates.
  • Send report of ONA New Members and full list of all collective and non-collective bargaining members to ANA monthly.
  • Send new and dropped NPO member data monthly to NPO membership committee.
  • Send data monthly to AFT.
  • Send data quarterly to California Casualty mailing house.
  • Monthly data update of nurse information to YourMembership websites for ONA and NPO
  • After YourMembership updates, run CRM workflow process to send out email new member welcome messages.
  • Generate strategic reports based on CRM data: member interactions, etc.
  • Prepare and distribute monthly membership report.
  • Communicate FTE (and dues rate) changes identified by ONA Financial Program Assistant with nurse to confirm changes.

Religious Objectors

  • Send letters when applicable.
  • Monitor receipts for contributions in lieu of dues to enforce contract.
  • Mail annual letters advising of rate change for contributions.

Additional Functions

  • Set up CRM database queries as needed; create exported lists as needed
  • Communicate with labor reps and other staff as needed; help them understand member data in CRM and how to work with CRM system.
  • Monitor new graduates with discounted dues rates: increase dues upon completion of first and second year, and notify employers of change

Essential Functions

  • Speaking via phone or in person - one-on-one with ONA members.
  • Ability to figure out solutions to complex problems.
  • Handle multiple priorities at once, with ability to appropriately triage and manage.
  • Raise important questions and problems, formulating them clearly and precisely.
  • Gather and assess relevant information, using abstract ideas to interpret it effectively.
  • Come to well-reasoned conclusions and solutions, testing them against relevant criteria and standards.
  • Cultivate and maintain relationships with current and prospective members.
  • Collaborate with other staff, work with a team.
  • Effectively use computer and software applications for data entry and other purposes for extended periods of time.
  • Lift 30 pounds within office environment.

Qualifications

  • Excellent communication both verbally and written
  • Ability to calculate figures and amounts such as rate, ratio, and percent
  • Ability to write routine reports and correspondence
  • Excellent writing skills and grammar usage are required
  • Required to have advanced knowledge of computer programs such as Excel, Word and database information
  • Independent decision-making skills are necessary
  • Ability to run a computer, fax machine, copier, and phone system
  • Ability to complete tasks quickly and accurately
  • Must have a minimum of 5 years outreach and organizing work experience
  • Requires detail oriented, accuracy, organization and systematic skills
  • Data entry

Travel Requirements

  • No travel is required.

Disclaimer
Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing significant safety threat to self or others. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

To Apply:
Applicants should submit resume, cover letter and salary history to Whitney Wong at wong@oregonrn.org.

WHEN APPLYING: Be sure to indicate that you saw this information at UNIONJOBS.COM.