***As a condition of employment with American Red Cross, you are required to provide proof that you are fully vaccinated for COVID 19 or qualify for an exemption. Accordingly, employment is conditioned on providing proof of vaccination or having an approved exemption prior to starting employment.****
The American Red Cross’ Service to the Armed Forces Hero Care Center, serves military members and their families worldwide, with one phone number 24 hours a day, 365 days a year, 7 days a week. The Hero Care Center is available 7 days a week, 24 hours a day, 365 days a year, with two options for requesting assistance, online and by phone. By collecting and verifying accurate information, we are able to assist in making decisions for emergency leave, and serve as an overall resource for veterans and their families. We also provide current military member with emergency financial assistance in situations in circumstances where they qualify.
Our SAF Hero Care Center in Springfield, MA has an exciting career opportunity available for a full-time Call Center Caseworker on our first shift. This position will be scheduled 40 hours per week, and the second shift runs from 7 AM - 3:30 PM on a rotating day schedule that may include weekend days and/or holidays.
SAF Caseworkers are part of the Emergency Call Center, which provides 24-hour emergency communications and casework services, including access to financial assistance, emergency notifications and other services offered to members of the U.S. military and their families. Responsibilities in this role include collecting client intake information, verification and delivery of emergency messages, communication and follow-up with family members, military staff and other involved parties. Client needs are often sensitive in nature and require you to be compassionate, have a spirit to help and able to remain calm under stressful situations.
1. Interviews callers and coordinates requests for service to include recording all client information in the case management system; determining eligibility for American Red Cross services; assessing client needs; and providing appropriate services to clients.
2. Performs outbound activities including obtaining verifications, delivering messages, coordinating case management services with the jurisdictional chapter/station, and/or providing other follow-up actions needed for complete and timely client service.
3. Understands and applies Red Cross and SAF policies consistently and correctly.
4. Composes and delivers emergency communication messages to domestic and overseas locations. Sends messages for delivery to deployment locations and ships at sea using military networks.
5. Provides financial assistance to clients on behalf of military aid societies in accordance with the National Memorandum of Understanding.
6. Understands and applies Red Cross and SAF policies consistently and correctly.
Minimum qualifications: Minimum qualifications:
Education: Bachelor’s degree is preferred; however equivalent combination of education and relevant work experience will be considered in lieu of formal education/college degree.
Experience: At least one year of call center or customer focused experience is highly preferred.
Skills and Abilities: Applicants must have strong communication skills, both written and verbal, and typing speed of 40 wpm or higher. Both speed, accuracy and grammatical competence is factored into overall typing abilities. Applicants should be able to demonstrate strong computer skills, to include use of Internet search tools, Intranet, and Microsoft Office Suite. Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is also strongly preferred.
Other: Viable candidates should be able to demonstrate their ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management. They must also be adept at multi-tasking and have the ability to shift focus as operational, service delivery and staff needs demand. Demonstrated ability to treat people with respect under all circumstances and instill trust in others while upholding the values and principles of the American Red Cross is essential.
Visit the link below to learn more about the American Red Cross SAF Emergency Communication Center, and what you will do as a Call Center Caseworker.
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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