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member-services-manager-roleThe Role of a Member Services ManagerFebruary 4, 2026Joclyn runs member services at Living Hope Farm. Here’s the work that holds a CSA together — and why members walk back in after loading the car.
Joclyn Cacaccio is the Member Services & Social Media Manager at Living Hope Farm, a nonprofit farm in Harleysville, PA growing Certified Naturally Grown produce. This year Living Hope changed almost everything at once, including a new website and ordering system — and Joclyn is the person who answered the questions about it. We asked her what the job actually involves. Here’s Joclyn, in her own words.
The Member Services Manager answers all emails, inquiries, comments, and issues from CSA members, and supports the workshares in the CSA room during distribution.
Did I mention answering emails?!
I was learning the system while explaining it
Joclyn Cacaccio, Member Services & Social Media Manager at Living Hope Farm
We implemented a LOT of changes this year, one being the new website and ordering system. It was hard at first to handle all of the questions about using it, even with the wonderful support from Farmhand. I felt like I was still getting to know the system myself while I was navigating questions and concerns from our members.
There were a few times I started to sweat, because even I wasn’t making sense to myself while I was talking.
The thing is, most people understand big changes, and that there’s a learning curve.
Our CSA members are THE BEST. They know what we stand for, what we do, and why we do it.
So I just kept asking Farmhand questions and talking things out with my team. That’s how I learned.
The email about all those greens
Fresh CSA Greens
One member wrote in disappointed with the produce selection in our Spring CSA. There were a lot of greens at the beginning.
So I explained where we were in the season. Spring is when production is getting ready to really kick off, and there can be more greens during those first few weeks.
The small things nobody assigns you
Kids' Corner at Living Hope Farm
I’ve had a lot of compliments on a few new ideas I’ve brought in. A cool (or strange) fact of the week about one of the harvested veggies. Vegetable signs with QR codes that link to recipe ideas. And a treat featuring a produce item, EACH WEEK — currently twice a week, because we have two pickup options.
Last week’s fact: when Mr. Potato Head debuted in 1952, the kit came with plastic face parts that kids had to pin into a real potato.
The farm donates the veggies for the treat, and I supply the other ingredients. Part of what draws me to this farm is the volunteering and giving back. This is something I do for fun, for the farm, and on my own time.
What actually lands
Recipe of the Week: The "Use It Up" Meal!
People do scan the QR codes. Not every person, but enough that people tell me they tried a recipe.
Then there’s the weekly treat.
People will put their CSA share in their car and then come back in for the treat. To me, that is a huge compliment. I love it.
The fact is probably the one that lands the least, but I’ll get some comments now and then. The workshares always comment. CSA members, less so.
All the different hats
Custom graphics made by Jocyln for Social Media
I think what might not be noticed is all of the different hats I wear right now. We’re still trying to find our groove after implementing so many changes.
I used to just manage the social media as a volunteer. Now I’ve added Member Services Manager. So I’m also the social media manager, I design the graphics and flyers, and I’ve helped out with the marketing.
It can be… a lot to juggle.
If a farm could only do one thing
Jocyln sends emails & recipes using CSA harvest ingredients every week
Provide an experience with high-quality produce and a welcoming atmosphere.
— Joclyn, Living Hope Farm
What to take from this
If you’re trying to keep members through a season of change:
Give member communication an owner. Every email, inquiry, comment, and issue lands somewhere. If it isn’t anybody’s job, it becomes everybody’s interruption.
Admit the learning curve. Members who know why you farm the way you do will give you room while you learn a new system. Keep asking your software team and your crew until it makes sense to you, then explain it.
Explain the season before members ask. A greens-heavy spring box reads as a thin deal until someone says why. Tell members early what the first weeks look like, and you answer that email before it gets written.
Judge the small stuff by what people do. Scanned QR codes, recipes people say they tried, members walking back in after loading the car. That’s how you know a touch is landing.
Know who each touch is for. The vegetable fact is a hit with the workshares and quieter with CSA members. Not every gesture has to land with everyone.
Count the hats. Member services, social media, graphics, flyers, marketing — at a lot of farms that’s one person. Notice when one job has turned into several.
Start with the produce and the welcome. High-quality food and a place people want to walk back into. That’s the loyalty program.
Joclyn Cacaccio is the Member Services & Social Media Manager at Living Hope Farm, a 501(c)(3) nonprofit farm in Harleysville, PA growing Certified Naturally Grown produce, with a mission to end food insecurity in the region.
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