Member Services Coordinator

Position Summary:

The Member Services Coordinator (MSC) position is a part of the core program staff and co-leads CEF’s Durham office. The MSC stewards all services provided to CEF’s Members in the Durham office and works collaboratively with the leadership of CEF’s Chapel Hill program to ensure consistent and equitable services across our two geographies. The MSC also maintains CEF Durham’s relationships with a wide variety of local service providers, and represents CEF in collaborative spaces within Durham County’s human services systems, and will manage special projects specific to the Durham geography. This position works closely with the Durham 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-19.

Responsibilities:

Partnerships & Special Projects: (30%)

• Represent CEF at Durham County service collaborations and partnerships including Family by name list, Chronic Homeless by name list, Housing Services Advisory Committee (HSAC), and Coalition for Affordable Housing and Transit (CAHT).
• Ensure adequate CEF representation at Durham-specific coalition spaces as needed (such as COVID emergency response coordination work groups).
• Establish new and 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.
• Manage Durham-specific partnerships including Wheels 4 Hope, and Kramden Institute’s computer referral program.

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 teams 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 Supervision & Support: (20%)

• Provide in-office staff support several hours per week ensuring delivery quality of member services, and support the Advocate team in responding to complex or crisis situations that arise.
• Co-coordinate office closure practices with the DU Advocate Program Coordinator.
• Co-facilitate weekly staff meetings for Durham 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 Durham’s orientation and intake process for new CEF Members.
• Supervise the following teams (these are all volunteer positions):
  • Durham Housing Team
• Manage MSW interns, including communication with schools, choosing appropriate candidates, choosing projects, and weekly supervision.

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 Durham 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 Durham team in implementation of CEF data standards and supports data quality in all programs and operations.
• Update and improve the resource database to ensure maximum access for a diverse community of users.
• Manage Durham County content in CEF’s OCConnect.info resource database.
• Managing a community-led financial coaching process including coordinating with banking partners to facilitate classes, doing outreach to Members, and planning sessions.

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”): 

• Minimum of 3-5 years direct service with people experiencing homelessness or other crisis work preferred.
• Excellent interpersonal & 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.
• Whole person and healing-centered approach to Member Services.
• Strong understanding of at least two 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.
• Strong group project management, team facilitation, training and individual and group supervision skills including an understanding of complex group dynamics, preferred.
• Proficiency 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.
• Degree in Social Work, preferred

An ideal candidate will have:

• Critical thinking skills
• Curiosity to learn more
• Ability to communicate clearly about needs and boundaries
• Exceptional listening skills
• Strong project management and organizational skills
• 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 $41,000 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; 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.

To Apply:

Please submit a cover letter outlining why you are a great fit for this position, resume, and 3 professional references to [email protected] 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, people with lived experience of homelessness, women, and LGBTQ applicants. Thank you for your interest!