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SAF Call Center Caseworker - Second Shift

Company: American Red Cross
Location: Louisville
Posted on: October 16, 2020

Job Description:

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.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?Job Description:The SAF Call Center provides 24-hour emergency communications and casework services, including access to financial assistance, to members of the U.S. military and their families and other eligible Red Cross clients. Under general supervision, intake, verify and deliver emergency messages and other services as needed. Provide support, development and/or leadership guidance to all volunteers.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 Louisville has an amazing career opportunity available for a Call Center Caseworker on second shift. This position will be scheduled 40 hours per week, and the shift runs from 3:30 PM - 12 AM, on a rotating day schedule (to include weekends and holidays).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.7. Performs other duties as assigned by management.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 of 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. May include 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.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.Qualifications:Education: Bachelor's degree in social or health science, personnel administration, business or public administration, computer science or related field, or equivalent education and relevant work experience in human/social services, customer or client services, call center or other types of experience with customer/client contact is required. Equivalent education and experience examples include a 2 year degree plus 2 years of applicable experience, or a high school diploma with 4 years of applicable experience.Experience: Prefer minimum one year of experience in addition to educational requirements listed previously.Skills and Abilities: Demonstrated ability to use Standard English to communicate effectively verbally and in writing. Ability to type 40 wpm and create grammatically correct responses without spelling errors. Demonstrably strong computer skills to include use of Internet search tools, Intranet, and Microsoft Office Suite, to include Outlook, word-processing, database and/or spreadsheet applications. Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database.Other: Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management. Strong customer service skills reflecting a sound knowledge of telephone and in-person etiquette and pleasant and friendly manners respectful of human dignity. Must 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 CrossVisit 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.https://www.youtube.com/watch?v=Dz1paEDH_FEApply 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.The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment. To be considered for this position, please visit www.redcross.org/jobs to apply.To view the EEOC Summary of Rights, click here: Summary of Rights

Keywords: American Red Cross, Louisville , SAF Call Center Caseworker - Second Shift, Other , Louisville, Kentucky

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