Caseworker I, SAF/IS Call Center

American Red Cross•Fort Sill, OK

9d•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 to assist military commands in making decisions for emergency leave and serving as a resource for veterans and their families. They also provide current military members and retirees access to emergency and routine financial assistance. This role offers a direct impact on a meaningful mission, working within a like-minded team that shares a passion for making a difference in a supportive work environment.

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 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 speed, 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.
Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information.
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 while upholding the values and principles of the American Red Cross.

Responsibilities

Interviews callers and coordinates requests for service, including recording all 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.