Member Engagement Specialist
25 days ago
San Antonio
Job DescriptionDescription: POSITION SUMMARY: The Member Engagement Specialist (MES) plays a vital role in fostering an exceptional experience for MAC Members enrolled in Morgan’s MAC’s Navigation program. This role is responsible for cultivating strong relationships with MAC Members (individuals with special needs and their families), ensuring they feel valued, informed, and connected to the resources, programs, and opportunities available within Morgan’s MAC’s services. Beyond direct engagement, the MES will play a key role in upholding a level of quality and standard member experience by developing and implementing quality assurance tools to ensure Members and families consistently receive exceptional service. This role requires a compassionate, proactive, and highly organized individual with excellent interpersonal and communication skills. MAC COMPETENCIES: • Embodying and living MAC Core Values – In everyday activities, in the service of MAC Members and partners, always remembering to Empower, Include, Educate, and Innovate., • Active Listening – Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times., • Attention to Detail – Requires being careful about detail and thorough in completing work tasks., • Service Orientation – Actively looking for ways to help people., • Proficiency in Microsoft Office and network conferencing software., • Strong interpersonal skills with proven ability to collaborate with individuals at all levels., • Effective communication skills, both oral and written, to effectively convey information to community members in support of member recruitment for Navigation services., • Demonstrated experience with quality assurance principles or tools in a service-oriented environment., • Analytical skills to interpret feedback and data from quality assurance tools., • Detail oriented, able to work independently and with a team and manage multiple projects at a time., • Demonstrated skill in proposal presentations and influential speaking to one-on-one, small group, and large audience settings., • Passionate about the mission of Morgan’s MAC., • Must be able to drive locally to outreach events and activities., • Cultivating Member Relationships and Retention:, • Build and maintain strong, positive relationships with members through regular communication (in-person, phone, email)., • Actively listen to member needs, concerns, and feedback, and advocate for their interests within the MAC., • Conduct outreach to new and existing members to ensure they are aware of and utilizing available resources., • Facilitate connections between members and appropriate MAC service providers., • Maintain strong member relationships to encourage continued participation in Navigation services, including developing and executing strategies to retain current members., • Implement re-targeting engagement efforts to recruit community members back into the program., • Quality Assurance and Standards:, • Develop, implement, and maintain quality assurance tools (e.g., feedback surveys, satisfaction checklists, service delivery protocols) to measure and ensure members consistently experience "Morgan's" level of quality in all interactions and services., • Regularly analyze feedback and data from quality assurance tools to identify areas for improvement in member experience and service delivery., • Collaborate with the Director of Community and Partner Engagement and other MAC departments to address quality gaps and implement enhancements based on member feedback and established standards., • Ensure all member-facing communications and interactions align with MAC's brand standards and commitment to excellence., • Program and Resource Promotion:, • Assist in planning and execution of member engagement events, workshops, and programs., • Proactively educate members about the various programs, services, workshops, and events offered by the MAC and its partner organizations., • Foster opportunities for members to connect with each other, share experiences, and build a sense of community., • Foster opportunities for members to connect with each other, share experiences, and build a sense of community., • Develop and distribute engaging communication materials (e.g., newsletters, flyers, social media updates) to keep members informed., • Identify and support member-led initiatives or interest groups., • Data Management and Reporting:, • In partnership with leadership, develop and implement tools to effectively track and measure member engagement and retention efforts., • Maintain accurate and up-to-date member records in email campaign marketing for targeted communication to member audiences to various services and programs., • Track member engagement metrics, participation rates, and feedback, including data gather through quality assurance tools., • Primarily office-based at Morgan’s Multi-Assistance Center (MAC)., • Must be able to lift 15 pounds or more. Ability to bend, stoop, reach, and balance frequently throughout the workday., • Must be able to assist in the physical set-up and preparation for special events and activities., • Valid Texas driver’s license, safe driving record, and maintenance of automobile insurance., • Ability to travel to outreach events as required., • Work is typically conducted in an indoor setting. On occasion, the position is called upon to work outside of the office at a public meeting or event., • Core business hours are Monday through Friday, 8 a.m. – 5 p.m.