Location: Remote or San Francisco Bay Area (offices in Oakland and Sacramento) Benefits: Full medical, dental, vision, 403(b) + match, starting 18 vacation days, 1 volunteer day and ~15 holiday days, including a break from Christmas Eve to New Years Day*
One Degree is a program of Alluma, a non-profit on a bold mission: to remove the barriers between people and the services and support that matter most. We believe that applying for benefits — and finding the food, shelter, or health services you need — should be quick, simple, and dignified. Our diverse team is made up of policy experts, technologists, determined leaders and compassionate innovators, united by our desire to do whatever it takes to solve complex problems in connecting people to health and social services. We create technology solutions in collaboration with the community using our tools, and are constantly striving to embody an empowerment model in our work. We are a low-ego, humble group of people that love what we do and love bringing out the best in each other.
We are fully committed to equity, diversity, and inclusion. We know through experience that people with wide-ranging ideas, perspectives, and backgrounds foster a stronger and more creative work environment. We encourage everyone to apply.
We are looking for a Member Support Coordinator to join our team of 16 One Degree team members and dozens of remote part-time employees and volunteers. We are growing our Member Success team to increase access to One Degree, further our objective *to prioritize racial and class equity, and help to reduce the burden of navigating the social services system. *
As a Member Support Coordinator at One Degree, you will directly support our community members in accessing necessary community resources in the San Francisco Bay Area, Los Angeles County, Gainesville, FL, New York City, Detroit, SW New Mexico and beyond. You will be responsible for providing comprehensive and empathetic resource information and referrals via Live Chat, email, text and social media in English and Spanish. You will be responsible for managing and updating our self-help tools; FAQs, training videos and periodic newsletter messages to our members.
You will also be responsible for tracking and evaluating metrics of success (and pivoting as appropriate) and sharing on-the-ground insights that are critically important to inform and improve our work.
Specific responsibilities include:
- Provide online support to resource-seekers and service professionals in English and Spanish
- Be available on Live Chat Monday - Friday from 10am - 2pm PT (minimum)
- Ensure members’ requests are addressed via email, text, phone, live chat and social media within 1 business day, including resource referrals and troubleshooting technical issues
- Maintain our self-help resources such as FAQ articles and training videos
- Send periodic messages to our membership base of over 35,000 resource seekers and service providers with time sensitive information e.g. COVID-19 rent relief program
- Report on member support metrics to inform our teams work
- Report bugs or issues on the One Degree platform discovered via member support
- Conduct testimonial and feedback outreach with community members
- Build trust with resource-seekers and service providers through personal interaction and relationship building
You may be a great fit if you…
- Demonstrated understanding of the intersection of racism and poverty
- Fluency and excellent written communication in English and Spanish
- Ability to translate complex information into simple language
- Strong independent worker
- Incredible attention to detail
- Strong empathy for our community members, lived expertise as a resource-seeker preferred
- Able to support members’ tech issues with little oversight
- Proficient online researcher (Great at Googling!)
- Experience and/or proficiency in Google (preferred) or Office suites
- Loves getting and giving meaningful feedback
- Don’t sacrifice the “good enough” solution for the “perfect” solution when “good enough” is the right call
- (Preferred) Fluent/proficient in another written language common in our community (Mandarin, Cantonese, Vietnamese, Tagalog)
- Education/Training Requirements:
- Experience in customer service and/or direct service roles
- Understanding of the social service landscape, either as a resource-seeker or service provider. In California preferred.
- (Preferred) Online customer service experience
- (Preferred) Experience tracking metrics and reporting out findings
Apply by going to our Current Openings page and select the Member Support Coordinator role. Click the “Apply” button at the bottom of the page and when prompted include:
- Either a resume or LinkedIn profile link
- A brief statement of interest in this role and One Degree (1-2 paragraphs), or cover letter if you prefer. Cover letters that do not reference your interest in One Degree/Alluma will not be considered.
Applications are on a rolling basis,** but we highly encourage submitting your application on or before Aug 1, 2021. **
Alluma believes that everyone has the right to express their identity in however manner they choose, including the use of whatever pronouns they would like. Job applicants may, but are not expected to, provide their pronouns at any point in the hiring process by notifying the hiring manager or any other employee with whom they are in contact, over the phone, over email, or in person. We believe in maintaining a welcoming and inclusive workplace. Every employee, volunteer, contractor, community member, and job applicant may discuss their gender identity or expression openly, or keep that information private.
Alluma is an Equal Opportunity Employer.
In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on “protected categories,” Alluma also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Alluma.