Disaster Client Services Manager

  • American Red Cross
  • Oakland, California
  • Apr 26, 2021

Job Description

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By joining the American Red Cross  you will touch millions of lives every year and experience the greatness of the human spirit at its best.  Are you ready to be part of  the world's largest humanitarian network?

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Job Description:

At the Red Cross, there is no such thing as a small disaster. In every single case it is the Red Cross’ mission to help people affected by disaster meet their emergency needs that include shelter, food, clothing, and health and mental health services. As a paid staff member, you will support our loyal Red Cross disaster volunteers who serve selflessly to provide a bridge of assistance until individuals and families can resume a normal life.

We are currently seeking a Disaster Client Services Manager. This is a Full-Time position working variable days and hours including some evenings and weekends based on organizational needs  

*All full time disaster employees must be willing and able to be deployed, as needed.*

Responsible for leading and managing a primarily volunteer team to support and provide Mass Care, Logistics, Disaster Action Team (DAT), and Recovery program support across a large, regional geographic area.  Serves as the lead functional expert in a Red Cross Region for the Mass Care, Logistics, and Disaster Action Team, and Recovery functions. Tailoring national program offerings for the Region and communities within the Region, providing technical expertise, training, and leading regional implementation of Mass Care, Logistics, DAT, and Recovery, this position supports regional employees and volunteer leaders in the disaster territories to build capacity in the local community for the disaster cycle.

Specific functions of this position include program development and implementation, development of regional guidance and policies, training, remote team building of employees and volunteers, and soliciting feedback from end customers.

Works to perform these functions according to the program direction provided by the Mass Care, Logistics, Response, and Recovery functions at headquarters. Team leadership, supervision, and personnel development is provided by the Regional Disaster Officer.Responsibilities:
1. Primary Responsibilities:
  • Develop and implement strategies, initiatives, processes and procedures that support the successful region wide day-to-day and major relief operation provision of mass care logistics, DAT, and recovery programs. Within scope of position, represents the entire disaster cycle of preparedness, response and recovery.
  • Ensures American Red Cross services are available to diverse communities.
  • Works to ensure all Mass Care, Logistics, DAT, and Recovery activities are in compliance with region and national procedures and policies
  • Responsible for supporting consistent service delivery strategies throughout the region as well as supporting field teams implementation of strategies and plans.
  • Evaluates and reports on the capacity and effectiveness of Mass Care, Logistics, DAT, and Recovery services.  Prepares recommendations for continuous improvement.

2.  Mass Care Responsibilities:
  • Ensure functional needs shelter requirements are identified, resourced, and met.
  • Negotiates and manages regional mass care (feeding, sheltering, and bulk distribution) contracts and supports the negotiation of local contracts
  • Serves as the subject matter expert (SME) and provide oversight for Mass Care role that Red Cross plays at both local level as well as in the co-lead role of ESF-6 within the National Response Framework
  • Manages the National Shelter System reporting for both ARC and non-ARC shelters.

3.  Logistics Responsibilities:
  • Serve as the subject matter expert (SME) and provide oversight for Logistics, in coordination with Supply Chain Real Estate Management (SCREM).
  • Manage disaster regional storage
  • Coordinate the acquisition of Emergency Services materials, equipment and resources

4.  DAT and Recovery Responsibilities:
  • Plan for individual assistance, mental health and health services provision to clients during the response recovery phases of operations.
  • Responsible for implementing the region’s case work (and care management, when needed) program.
  • Serves as a subject matter expert (SME) for the Disaster Case Management Program (Federal/State program) and responsible for disaster case management planning with multi-agency partners (government and non government).
  • Responsible for ensuring he American Red cross is present at pre-disaster recovery meetings as well as ensuring the American Red Cross is present at Long-Term Recovery Group meetings post-disaster).
  • In collaboration with Partner and EMA Relationships Support Manager, liaise with voluntary, faith-based and community based organizations (VOAD community) as well as emergency management community for pre and post disaster recovery planning.
  • Ensures region is proficient with the role Red Cross plays within the National Disaster Recovery Framework (NDRF).
  • Acts as SME to all territory Disaster Program managers and volunteers on issues relevant to meeting client needs and maintaining client focus of all response and recovery activities.
  • Oversight of SME for Mental Health and Health Services units.
  • Assures mechanisms are in place for all partners in human services to work with Red Cross and service clients (Medical Reserve Corp; professional organizations, learning institutions, etc).

5.  Other Responsibilities:
  • Ensures roles and responsibilities of Red Cross identified in tribal, local, state and FEMA agreements (NMOUs, MOAs, etc) are being met. 
  • Coordinates specialized training in Mass Care and Logistics
  • Establishes and maintains a peer-to-peer relationship with emergency management for coordination around Mass Care, Logistics, DAT, and Recovery.
  • Develops a primarily volunteer team to support the mass care, logistics, DAT, and recovery activities
  • Support field based staff and volunteer teams and systems

Essential Functions/Physical Requirements: Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential including sitting for long periods of time, driving a vehicle and working under challenging conditions.

Work Conditions:  Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster. Should this occur, salary compensation would be given in accordance with the law.

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be an exhaustive list of all responsibilities and duties required.

Education:  Bachelor’s degree or equivalent combination of education and experience.

Experience:  Minimum of 5 years experience with social services or service/program delivery.  Track record of leadership results in non-profit and/or for-profit organizations.  Proven results in achieving success in a business unit or area and leveraging relationships with diverse levels of internal and external stakeholders.

Management Experience:  Minimum 1 - 3 years of supervisory experience preferred.

Skills and Abilities:   Proven track record of collaboration, facilitation, problem solving, leadership, and partnership management.  Additionally, this position requires the ability for planning and data entry.  Individual must be customer oriented, flexible, organized, and able to operate with an orientation toward solutions with a customer focus and team orientation.  Demonstrates in depth knowledge of program or service.  Participates in developing strategies to achieve organizational goals.  Demonstrated analytical and decision making skills to develop creative processes for continuous program or service improvements.  Demonstrated ability in creating presentations and developing training modules.  Excellent oral and communication skills, including training and presentations

Other:  Intermediate level proficiency with MS Office software, including Word, Excel, PowerPoint and Outlook.  Familiarity with federal, state, and local employment laws. All full time disaster employees must be willing and able to be deployed, as needed.

Must be able to perform all assigned responsibilities under “grey sky” requirements. This position is also responsible for ensuring that all American Red Cross finance policies and procedures are followed as related to the scope of work activity

Travel:  May require travel
Other Requirements:  After employment, employee must learn and become proficient in:
ARC programs and procedures
-Volunteer Management
-Financial Management
-Cultural Competency
-Emergency Management Practices
-Supply chain and warehousing
-Disaster technical expertise
Job Type:  This position can be filled by an employee or a volunteer

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Interested in Volunteering?

Life’s emergencies don’t stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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