American Red Cross Caseworker II, Program Services in Springfield, Massachusetts

Job Description:

Performs all of the duties of a Specialist while providing subject matter expertise. The Emergency Call Center is responsible for providing 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. This includes intake, verification and delivery of emergency messages and other services as needed.

Responsibilities: 1. Functions as shift lead on a rotating basis, providing direct technical and administrative guidance to an assigned group of Specialists to ensure the delivery of 24-hour emergency communications and casework services. 2. Understands and applies Red Cross and SAF policies consistently and correctly. 3. Assists Supervisors with on-the-job training, coaching, and mentoring of Specialists 4. Assists Specialists in resolving complex, unusual or difficult cases. 5. 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.

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.

Education: BS/BA 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.

Experience: Minimum of 3 years experience in human/social services, customer or client services, call center or other types of experience with heavy customer/client contact required. This is in additional to the educational requirements listed previously. Must have casework skills or experience in the delivery of social or casework services.

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 Cross

Travel: None

Preferred: Experience with American Red Cross programs and services or other similar social services; knowledge of ARC casework policies and procedures; familiarity with military culture, regulations and protocol; minimum of one-year supervisory experience in human resources management, casework, counseling, social work or other related field; bi-lingual in Spanish or another language.

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.

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.