Caseworker I, SAF Call Center

American Red Cross•Fort Sill, OK

7d•Hybrid

About The Position

The American Red Cross' Service to the Armed Forces Hero Care Center serves military members and their families worldwide, 24 hours a day, 365 days a year. Hero Care Center caseworkers provide emergency assistance both online and by phone. By collecting and verifying accurate information, they assist military commands in making decisions for emergency leave and serve as a resource for veterans and their families. They also provide current military members and military retirees access to emergency and routine financial assistance. Joining the American Red Cross offers the chance to have a direct impact on a meaningful mission, work with a like-minded team, and be part of a supportive work environment that encourages growth, learning, and success.

Requirements

High School Diploma or equivalent.
Minimum 3 years of related experience or equivalent combination of education and related experience.
At least one year of work experience in a social service agency or service contact center.
At least one year of direct interaction with and delivery of services to clients in distress.
Familiarity with medical terminology and the military community.
At least one year of customer-focused experience.
Ability to work in a fast-paced, demanding, complex, and dynamic environment.
Strong communication skills, both written and verbal.
Typing speed of 40 wpm or higher, with accuracy and grammatical competence.
Strong computer skills, including use of Internet search tools, Intranet, and Microsoft Office Suite.
Ability to work on a team.
Must be able to provide a private office or workspace suitable for confidential conversations and handling of sensitive information when working remotely.
Must be able to access a dedicated high-speed/broadband internet service with sufficient bandwidth and speed to support contact center and case management applications and tools.

Nice To Haves

Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer-centric relational database is strongly preferred.
Ability to apply active listening skills.
Ability to employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.
Adept at multi-tasking and 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.

Responsibilities

Interviews callers and coordinates requests for service, including recording client information in the case management system.
Determines eligibility for American Red Cross services, assesses client needs, and provides appropriate services.
Performs related case activities such as obtaining verifications, delivering messages, coordinating case management services with other Red Cross units, and providing follow-up actions.
Composes and delivers emergency communication messages to domestic and overseas military locations.