Shantel Nieves has been working in the medical field for 19 years, spending most of her career at a community hospital in San Diego. She served as the infection control coordinator, a role that became critically important during the COVID-19 pandemic and left her feeling exhausted.
“I was burned out mentally,” said Nieves, who sought a change.
Four years ago, she joined the USC Call Center as a scheduler. In 2024, she joined the bargaining team that negotiated the second union contract with USC, which they recently ratified. This agreement guarantees a minimum wage increase of 7.5 percent for more than 100 workers who schedule medical appointments and handle messages and medication inquiries for physicians.
As a first-time union member, she learned the power of collective action when it was time to resist the employer’s proposed concessions. Together, NUHW members successfully protected the free family health insurance plan secured in their previous contract.
“I can see that unity is helpful,” Nieves said. “It was such a shock to see USC’s thoughts on our worth for what we do. It was frustrating and it made us angry.”
She added that without members standing firm, she would have lost one of the benefits most important to her as the mother of a young daughter.
While not perfect, the final contract benefits everyone — a point emphasized by Nieves and the other bargaining team members throughout the negotiation process.
“We fought hard to make sure no one was left behind.”
Nieves said she gained valuable insights from the experience and the support she received from fellow members, which she hopes to share with other workers.
“I want to guide and speak for them,” she said. “I want them to know
the satisfaction and contentment they have now is why we fought for them.”
Attending the meetings revealed how USC perceives them and their work; while it was sometimes disheartening, it also inspired her to take the initiative and become more involved.
“It fanned the flames to take part and do more and be more,” Nieves said. “I want to show them we are more than what they think we do.”
