Member Advocacy Specialist – WVEA Help Center
Individuals interested in the WVEA Help Center job should submit a cover letter and resume to:
David A. Haney, WVEA Executive Director
1558 Quarrier Street
Charleston, WV 25311
Applications will be accepted through August 29, 2019.
General job description
The WVEA Help Center is a multi-service call center. The employees of the Help Center are Member Advocacy Specialists (MAS) and advocate/provide information for members in need who contact the Help Center.
Member Advocacy Specialists carry out a broad variety of services and provide information to affiliates and members concerning, but not limited to, the following: member rights, policy and statute interpretations, organizing, member promotion and retention, instruction and professional development, legislative and political action activities, grievance processing, etc.
WVEA Help Center employees must exercise professional discretion in quickly responding to inquiries. Those inquiries may include information that is considered confidential. MAS work under the direction of the WVEA Executive Director or Assistant Executive Director working closely with WVEA field staff and the WVEA General Counsel.
- Responding to often complex telephone calls, email inquiries, online chats and other forms of communication, providing accurate and timely resolution of issues for members
- Research and make recommendations to respond to inquires including making referrals to appropriate staff and internal departments
- Examine issues and trends regarding members need for assistance, prepare findings and make recommendations based on findings
- Becoming knowledgeable with WV Code, WVBE policies, grievance decisions, etc. so accurate information can be provided quickly to Help Center inquires.
- The ability to solve problems in a creative manner including recommending organizing solutions for problems
- Providing support services, including data entry, in order to keep a database of contacts and inquires to the Help Center
- Assisting with grievances at the county level or before the state grievance board
- Regular work days with some additional morning and evening hours in order to be available to contact members
- Perform other job-related duties as assigned
Knowledge, Skills and Abilities required:
- Professional phone, listening and email skills and etiquette. The ability to communicate sensitive information to people with whom there is no physical rapport and the ability to resolve complicated issues without making a personal appearance
- The ability to have patience with members experiencing a high degree of stress and anxiety
- The ability to analyze information and make sound decisions
- Considerable experience with and knowledge of school employee rights
- Skill and experience to conduct research to find solutions and answers
- The ability to communicate persuasively - verbally and in writing
- The ability to identify and adhere to sensitive timelines
- Skill in negotiating and conflict resolution
- Basic organizing skills
- Knowledge of Microsoft Windows and Office Suites, common office equipment, keyboard and typing skills
- Bachelor’s degree required
- Experience in policy interpretation, problem-solving, organizing, grievance processing preferred.
- Excellent communication skills - both verbal and written
- Ability to perform duties listed above
- Possess the knowledge and skills listed above
- A valid driver’s license is required
- Ability to comply with and implement directives
- Ability to meet deadlines and work under pressure
- Ability to handle personal stress and confrontation
- Ability to devote long hours to the position. Hours may include evening and some weekend work
Salary and benefits package (health, life, dental insurance, 401 (k) etc.) in accordance with negotiated staff contract.
WVEA IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER