Regional Client Care Manager

American Red Cross • Raleigh, NC

6d • Hybrid

About The Position

As a Regional Client Care Manager, you will be leading efforts to build and maintain a volunteer-led team that provides comfort, care and direct assistance to families following a disaster both locally and nationally. This position will become the region's point of reference to ensure the region’s Client Care workforce has good working knowledge of national policies, standards, procedures, and guidance to execute the Client Care suite of programs and services (disaster casework, disaster disability integration, disaster health services, disaster mental health, and disaster spiritual care, as well as those to execute local response to fires and other incidents in a consistent and equitable fashion. Join us in meeting the needs of continuous disaster response! Regional disaster employees are required to deploy to disaster relief operations outside of their region at a minimum of once a year. Deployments contribute to skill building, career development and exposure to different types of disasters. Allowances may be provided for personal circumstances and local response activity. Employees must meet all training and physical capacity requirements for deployment. This role is not eligible for relocation assistance.

Requirements

• Bachelor's degree required, or equivalent combination of education and related experience required.
• Minimum 5 years of experience of related experience with building, mobilizing, leading, and developing volunteer teams to execute a social services program or service
• Travel may be required. A current valid driver's license and good driving record is required.
• Demonstrated ability to coach/mentor to accomplish work through team leaders.
• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated analytical and decision-making skills to interpret program trends, results, formulate recommendations, and develop creative processes for continuous program or service improvements.
• Intermediate level proficiency with Microsoft Office software, including Word, Excel, PowerPoint, and Outlook.
• Ability to work outside of regular duty hours including nights and weekends.
• Geographic Community Disaster employees are expected to work daily in their assigned geographic area to engage and mobilize communities and support volunteers.
• Regional leadership and functional employees are expected to work daily within their region's geographic area to provide leadership and functional support, engage and mobilize communities, and support volunteers.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic).
• The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time.

Nice To Haves

• Advanced proficiency in Microsoft Office Suite, volunteer management platforms, and Power BI.
• Experience designing and delivering training programs.
• Strong public speaking and presentation skills.
• Experience collaborating with diverse stakeholders and community partners.
• Background in social work, human services, emergency management, or disaster response.
• Proven organizational and leadership abilities.
• Experience with casework and client service delivery.

Responsibilities

• Empower Volunteers: Lead and support a diverse volunteer team responsible for the implementation of volunteer-led disaster cycle services programming throughout the assigned geographic area, or functional activities throughout the region.
• Lead the Program: Implement either disaster cycle services activities within assigned geographic area or specific functional activities within the region.
• Mission Capacity Building: Develop and support disaster volunteers who are the primary workforce, and representative of the communities they serve, both culturally and linguistically Cultivate and develop Disaster Leadership Volunteers, including volunteer partners, to meet specific responsibilities as part of their work in disaster readiness, preparedness, response, and recovery. Lead and empower a diverse team of volunteers.
• Engage Community: Lead and coordinate efforts in assigned geographic area to prepare and mobilize communities and engage partners with specific functional expertise and assets to prepare for, respond to, and recover from disasters and emergencies.
• Manage in a Matrix: Build relationships and collaborate in the matrix management environment with internal partners, including employees and volunteers.
• Know Your Communities: Act as the Red Cross disaster subject matter expert within assigned geographic area, to maximize Red Cross presence and community engagement and mobilization.
• Ready to Respond: Initiate and coordinate disaster relief operations in assigned geographic area, or functional activities in the region in alignment with the Disaster Cycle Services Concept of Operations.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on FLSA status and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level