Comprises research notes, articles, and correspondence pertaining to SEIU Member Resource Action Service Centers (MASC), Member Resource Centers (MRC) which were created to handle grievances, and the implementation of call center services in California and Illinois. Includes notes from interviews with Tom Balanoff, SEIU Executive Board Member, and Local 1 staff. Also includes corrrespondence from a rank-and-file member of SEIU Local 1021 in San Francisco regarding the Unite To Win approval vote.