Member Services & Programs Manager

Applications are being screened on a rolling basis – open until filled 

Position Overview

This is a full-time position focused on supporting CEF’s program staff in Durham and Chapel Hill and guiding program strategy. The Member Services & Programs Manager will represent CEF in city-wide coalitions, provide supervision to CEF’s core program staff, manage data & reporting for Member Services and Advocate programs, and further the mission and vision of the organization as a member of the Executive Leadership Team. This position will have responsibility onsite in Durham and Chapel Hill, with flexibility for some off-site work. This position will report directly to the Executive Director.

Position Responsibilities: 

Program Strategy

• Lead the Member Services Leadership Team in implementing program strategies as outlined in CEF’s strategic plan
• Represent the needs of program staff at Executive Team Leadership meetings
• Hold the boundaries and limits of the Member Services program in accordance with CEF’s mission and vision
• Develop and evaluate Member and Advocate policies, as well as maintain CEF’s Connect platform to ensure up-to-date safety and accuracy of information for CEF’s Member Services
• Collaborate with the Director of Finance and Development to identify and support the budgeting needs of the Member Services and Advocate programs
• Work with Advocate Program Coordinators and Member Service Coordinators to set annual goals and ensure robust data collection of relevant metrics for program improvement and fundraising needs
• Lead CEF’s Resource and Financial Coaching (RFC) team– facilitating bi-weekly meetings, checking in with staff on goal development, and communicating with the Salesforce developer about priorities and needed improvements to our Connect database
• Actively incorporate trauma-informed, healing-centered, relationship-based, and racially equitable practices in all CEF programs
• Evaluate, develop, and update human resources materials as needed, including performance management tools, hiring materials, review procedures, etc.
• Work collaboratively with Member Assistance Funds Manager to ensure Member Services team understands necessary procedures and policies and can support CEF Members in accessing assistance

Supervision

• Lead the Member Services team including managing work plans, offering mentorship and guidance, and working with program staff to implement program strategy
  • Supervise the Member Services Coordinators (MSC)- 2 people
  • Supervise the Advocate Program Coordinators (APC)- 2 people
• Facilitate and lead bimonthly Member Services Leadership Team meetings
• Facilitate annual performance review process for all direct reports

Office Support

• Provide a consistent and welcoming in-office presence for Members and Advocates, and responsive support for Pod Leaders during office hours (The amount of weekly office hours will vary based on seasonal needs)
• Ensure office policies and safety procedures are followed, and implement capacity-building changes and improvements to office hour-related procedures and practices
• Work one-on-one with Members in the office as necessary, using CEF’s relationship-based support model
• Support the Office and Community Organizers with duties to ensure COVID-19 and safety protocols are followed by staff, Advocates, and Members
• Conduct pre-office hour team meetings with staff and Advocates and relay any pertinent information needed (Durham office)
• Learn the staff support procedures for each geography and perform those duties fully
• Serve as contact for office landlords and utilities and work with them as needed to ensure CEF’s needs are met in our office spaces

CEF Team Member

• Attend and participate in all regularly scheduled team meetings, caucuses, retreats, supervision, and other activities in Durham and Chapel Hill (remote and in-person)
• Work collaboratively with team members when necessary
• Engage actively in program design and project management 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”): 

• 2-3 years of supervisory experience
• 2-3 years of project management and team meeting facilitation
• Excellent interpersonal communication skills 
• Exceptional organizational abilities and attention to detail, with ability to follow through on many simultaneous projects
• Experience and comfort working with people across abilities and neurological differences, and from diverse racial, socioeconomic, educational, cultural, religious, gender, and ethnic backgrounds and identities
• Commitment to CEF’s mission 
• Clear analysis of structural racism and socioeconomic inequity, and willingness to continue to learn and grow 
• Experience with data quality, collection, and interpretation
• Strong aptitude with Microsoft Office/Google Suite including proficiency with spreadsheets
• Experience with work management software (ex. Asana, Slack, and Google products) and willingness to learn new technologies
• Experience with Salesforce, preferred
• At least 1-year work experience with volunteers, preferred

An ideal candidate will have:

• A commitment to shared leadership, embodying CEF’s values and guiding principles
• Affirming, empowering, collaborative, and listening-based leadership style, with a strong sense of self-direction and accountability to the community
• Compelling, authentic, and clear verbal and written communication
• Ability to take initiative and complete duties independently, while knowing when to ask for support 
• Experience and comfort working with people across abilities and neurological differences, and from diverse racial, socioeconomic, educational, cultural, religious, gender, and ethnic backgrounds and identities

Salary and Benefits

This is a full-time, salaried position. The Member Services and Programs Manager is expected to work an average of 40 hours per week and will be paid $52,000 annually. 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. This position is expected to start on November 15, 2022.

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 & Programs Manager.” 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. 

Position will remain open until filled

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:

• 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.

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

CEF Team Member: (10%)

• 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.

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!

Applications will be accepted on a rolling basis until the position is filled!

Position Overview:

This position is responsible for both bottom-lining office operations in the Durham office and leading CEF’s organizing and advocacy efforts with Members in our Durham office. The Office and Community Organizer creates a welcoming, healing-centered office environment that emphasizes each person as creative, resourceful, and whole.

Position Responsibilities:

Office Services (50%)

• Welcome staff, Advocates, and Members into the office and orient them to the space (i.e., where bathrooms are, waiting area, meeting spaces, water, coffee)
• Communicate effectively in oral and written forms with clients, their families, their significant others, coworkers, supervisors, other service agencies, and the community
• Enforce CEF’s COVID procedures, including ensuring that everyone is masking and surfaces are being sanitized between meetings
• Make appointments for Members by phone, text, and email
• Manage CEF’s calendar, reschedule double-bookings, and notify Members of their appointments
• Answer the Durham office phone and follow-up with all voicemails and messages left on the Durham Office phone and in the Voicemail Slack channel
• Maintain and organize office records including Orientation materials, Member folders, and Member feedback surveys
• Make sure Advocates have the materials needed for meetings 
• Maintain systems for mail collection, delivery, and office supply management (pens, paper, toner for printer, tape, staples, stamps, coffee, water)
• Support basic office operations including faxing, scanning, and printing
• Process CEF savings account transactions
• Work with Advocate Program Coordinator and Member Services Coordinator to determine office closures
• Maintain Member confidentiality at all times
• Spearhead the Food Pantry including processes around data collection, distribution, and managing the budget
• Cover the front desk during all of CEF’s office hours, this includes some evening hours
• This position is an in-office position with some remote work determined with supervisor

Advocacy (40%)

• Organize and plan activities for community building and monthly advocacy meetings of Members and Advocates (Time + Talents) to strategize around advocacy initiatives
• Lead Time + Talents in campaign building which includes defining advocacy goals and strategies; planning public events, including marches and rallies, to bring attention to necessary systems change; connecting with local politicians and other organizations to build support for advocacy initiatives; and any other work necessary to bring success to Member-led organizing initiatives
• Work alongside volunteer Advocacy coordinator to provide supervision and coordinate logistical support for Time + Talents
• Identify Members who are interested in deepening their engagement in community change work and coordinate skill-building opportunities to build Member power
• Document events and meetings through social media communications, newsletters to Members, and picture archive
• Collaborate with and attend (when possible) other housing advocacy efforts such as Durham CAN, Poor People’s Campaign, Durham for All, and other public meetings discussing Durham Housing Authority, housing issues, and eviction diversion
• Attend CEF Housing team at least once a month
• Coordinate with Durham Housing team to learn about housing resources, community information, and initiatives

CEF Team Member (10%)

• Attend and participate in all regularly scheduled team meetings and supervision meetings (remote and in-person)
• Communicate with team about any office management changes
• Work collaboratively with team members when necessary
• Engage actively in leading CEF’s advocacy efforts in Durham
• 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
• 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”): 

• Excellent communication skills
• At least 1 year of experience with community organizing or experience leading an advocacy initiative
• Engaging and collaborative leadership style, with an ability to inspire and motivate volunteers and Members alike
• Exceptional organizational abilities and attention to detail, with ability to follow-through on many simultaneous projects and tasks; experience with implementing and managing projects preferred
• Experience and comfort working with people across abilities and neurological differences, and from diverse racial, socioeconomic, educational, cultural, religious, and ethnic backgrounds
• Clear analysis of structural racism and socioeconomic inequity and willingness to learn and grow
• Bilingual or bicultural skills desirable, but not required
• Facility with technology, including a willingness to learn new technologies
• Preferred experience working with underserved communities and people at all levels of abilities
• Ability to report notes and data in timely, confidential manner
• Operate and be willing to learn more about from the following philosophies: person-centered approach, trauma-informed care, harm-reduction, patient empowerment, and motivational interviewing
• Shared commitment to CEF’s mission
• Applicants with experience of poverty/financial insecurity and/or homelessness are preferred

Compensation:
This is a full-time, salaried position. This position is expected to work an average of 40 hours per week and will have a starting pay of $37,000/year. Depending on performance, there will be an opportunity for a raise at the 90-day review. This position is also eligible for 100% employer-paid health insurance; a 401(k) plan with 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 (1) cover letter, (2) a resume, and (3) contact information for three references to hiring@communityef.org with the subject “DU – Office and Community Organizer.” Your cover letter should speak directly to why you are interested in this position, why you are a great candidate for the position, and one goal you would have for advocacy efforts in the first year in this position. The position will begin as soon as possible upon hiring.

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. Thank you for your interest! Please contact hiring@communityef.org with any questions.