Regional Client Care Manager
About The Position
The Regional Client Care Manager leads efforts to build and maintain a volunteer-led team that provides comfort, care, and direct assistance to families after disasters, both locally and nationally. The manager serves as the region’s point of reference for national policies, standards, procedures, and guidance across the Client Care programs: disaster casework, disability integration, health services, mental health, and spiritual care. The position also supports consistent and equitable local responses to fires and other incidents. The role is based in Dedham, Massachusetts, and regional employees are expected to work daily within the region’s geographic area. The position requires 15–20% travel, including deployment outside the region for disaster relief operations at least once a year. Employees must meet training and physical-capacity requirements for deployment. The position is not eligible for relocation assistance.
Requirements
- Bachelor’s degree or an equivalent combination of education and related experience.
- At least 5 years of related experience building, mobilizing, leading, and developing volunteer teams to execute a social services program or service.
- Current valid driver’s license and good driving record.
- Ability to coach and mentor others to accomplish work through team leaders.
- Excellent interpersonal, verbal, and written communication skills.
- Analytical and decision-making skills to interpret program trends and results, formulate recommendations, and develop creative processes for continuous program or service improvement.
- Intermediate proficiency with Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
- Ability to work outside regular duty hours, including nights and weekends.
- Ability to meet training and physical-capacity requirements for deployment.
- Ability to work daily within the region’s geographic area.
Nice To Haves
- Strong Client Care experience.
Responsibilities
- Lead and support a diverse volunteer team implementing volunteer-led disaster cycle services programming across an assigned geographic area or functional activities throughout the region.
- Implement disaster cycle services activities in an assigned geographic area or specific functional activities within the region.
- Develop and support disaster volunteers, including culturally and linguistically representative volunteers and Disaster Leadership Volunteers, to carry out disaster readiness, preparedness, response, and recovery responsibilities.
- Coordinate efforts to prepare and mobilize communities and engage partners with functional expertise and resources to prepare for, respond to, and recover from disasters and emergencies.
- Build relationships and collaborate with internal employee and volunteer partners in a matrix management environment.
- Serve as the Red Cross disaster subject matter expert within the assigned geographic area to maximize Red Cross presence, community engagement, and mobilization.
- Initiate and coordinate disaster relief operations in the assigned geographic area, or functional activities in the region, in alignment with the Disaster Cycle Services Concept of Operations.
- Deploy to disaster relief operations outside the region at least once a year.
Benefits
- Medical, dental, and vision plans
- Health Spending Accounts and Flexible Spending Accounts
- Paid time off starting at 19 days per year, based on FLSA status and tenure
- 11 paid holidays, comprising six core holidays and five floating holidays
- 401(k) with 6% match
- Paid family leave
- Employee Assistance Program
- Short- and long-term disability and insurance
- Service awards and recognition
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What This Job Offers
Job Type
Full-time
Career Level
Manager
