Member Service Associate

Make the Road States (MRstates) is the national home for the second-generation Make the Road family of organizations in Connecticut, New Jersey, Pennsylvania and Nevada, this in addition to New York, that serves to uplift the voices of working-class, immigrants, women, LGBTQIA people, and people of color across the Make the Roads umbrella. From an operational spectrum it serves as the Finance and Human Resources Compliance Officers for the umbrella at large. 

Make the Road Nevada (MRNV), builds power for justice in Latinx and immigrant communities and working-class communities of color. We believe in a transformational theory of change that seeks to empower community members to be the principal agents and leaders in challenging and dismantling systemic oppression through community organizing, policy innovation, transformative education, and dismantling systemic oppression through civic engagement and advocacy. Make the Road NV is a project of Make the Road States.

Make the Road Action-Nevada (MRA-NV), a 501(c)(4) organization is committed to building power for justice in immigrant and low-income working-class communities of color. MRA operates in five states - New York, New Jersey, Connecticut, Nevada, and Pennsylvania. We work to create social change, connect voters to the candidates and issues that are most important to them, and work hands-on in a fast-paced environment to create long-term impact in the communities that need it most. 

Current Opening:

The Member Service Associate will report to the Member Service Director to ensure that Make the Road NV (MRNV) Members referred for services receive the guided support they are seeking. The Member Service Associate will oversee a caseload of referred MRNV members and conduct rapport building, case management, data tracking, resource navigation and service evaluation. The goal of this role will be to ensure a professional relationship is established with MRNV Members and continued follow through of service delivery is conducted. 

Key Responsibilities but not limited to:

Member Service Coordination:

• Oversee a caseload of MRNV Members referred by MRNV Staff. 
• Conduct thorough assessments of members’ needs, strengths, supports, and challenges.
• Identify and evaluate the member's goals, needs, and available resources.
• Connect members with appropriate community resources, social services, relevant organizations, and programs.
• Advocate on behalf of members to ensure they receive the services, support, and information they need, including the information necessary to make informed decisions.
• Regularly review and monitor members’ progress toward their goals.
• Provide ongoing support, advocacy, and intervention as necessary.
• Address any barriers or challenges that members may encounter.
• Provide support and guidance to members dealing with immigration-related challenges.
• Report any suspected abuse, neglect, or exploitation of vulnerable populations (e.g., children, elderly, and individuals with disabilities) to the appropriate authorities as required by law.
• All other duties assigned

Documentation and Reporting:

• Maintain up-to-date and accurate documentation of member interactions and progress, including all attempts to contact them through digital communication or in-person meetings. 
• Prepare case summaries for internal use and supervision. 
• Ensure compliance with legal, ethical, and organizational standards. Adhere to agency protocols and refer to the NASW Code of Ethics or other related Ethical Codes.
• Document all observations and communications related to mandated reporting in detail to ensure thorough records and compliance with legal obligations.

Resource Navigation:

• Engage with community organizations to stay informed about available resources and services, and encourage partnerships with community partners.
• Participate in community events and workshops to promote social services and advocacy.
• Collaborate with immigration advocacy organizations and services to assist members with their specific needs.

Crisis Intervention:

• Recognize signs of trauma and respond with appropriate sensitivity and care.
• Implement trauma-informed practices that avoid re-traumatization and promote healing.
• Provide referrals to specialized trauma support services when necessary.
• Provide immediate support and intervention in crisis situations.
• Develop safety plans and refer members to emergency services, if needed.
• In any crisis situation, notify the director prior to making a report. 

Cultural Competency:

• Demonstrate respect and understanding of diverse cultural backgrounds and practices.
• Provide culturally sensitive support and interventions, taking into account members' cultural beliefs and practices.
• Continuously engage in cultural competency training and education to enhance effectiveness in diverse settings.
• Ensure that language services are accessible to members who speak languages other than English.
• Ensure that translation services are available when referring members for services, as needed.
• Communicate in clear and accessible language, avoiding jargon and ensuring that members fully understand the information and services being provided.

Requirements:

• Eligible to work in the US
• Required to be fully vaccinated with an FDA approved COVID-19 vaccine prior to first day of employment.
• Bilingual: English-Spanish (written and verbally) is required.
• Willingness to work with working-class individuals, immigrants, women, LGBTQIA+ people, and people of color in areas related to immigration justice, health equity, housing justice, youth justice, LGBTQIA+ justice, environmental justice and economic justice.
• Demonstrate commitment to cultural competency, accessible language services, trauma sensitivity, and immigration knowledge.
• Self-starter, highly motivated, willing to ask questions and find answers they don’t know, able to work independently and in teams with little direction needed 
• Minimum of two years of experience in case management and resource navigation. 
• Possess a working knowledge of immigration issues and policies affecting individuals.
• Ability to work occasional evenings and weekends.
• Have a general understanding of platforms such as Salesforce, Google Suite, and Zoom.

 Job Competencies:

• Self-starter with strong organizational skills and strong attention to detail
• Be highly professional and team oriented with a passion for excellence and eagerness to help the department meet our goals.
• Ability to multi-task, prioritize, and complete assignments under strict deadlines with minimal supervision in a fast paced environment.
• Ability to work under pressure required.
• Have a working knowledge of spreadsheets, Microsoft Office suite, and using a database (ideally Salesforce) to run reports.
• Flexible work schedule, some evenings or weekends required
• Strong verbal and written communication skills
• High level of accountability and initiative; needs to be a self-starter and eager to do team work to support the organization as a whole

Salary and Benefits:

MRStates offers an excellent benefit package including health insurance, 401K, and generous paid vacation, sick, personal days. The salary range for this position is from $58,175 to $69,392.

How to Apply:

Please attach cover letter/resume and submit all documents to the Make the Road New States career center.

Make the Road believes that social change is best achieved through grassroots community-based organizing that flows directly from and engages the community demanding the change. As a membership-based organization, we are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, criminal history, or Veteran status. We strongly encourage those from historically excluded groups to apply.