Regional Client Care Manager
About The Position
The American Red Cross is seeking a Regional Client Care Manager for the Massachusetts Region. This role involves leading efforts to build and maintain a volunteer-led team that provides comfort, care, and direct assistance to families following disasters, both locally and nationally. The position serves as the region's point of reference to ensure the Client Care workforce has a strong understanding of national policies, standards, procedures, and guidance for executing Client Care programs and services. These services include disaster casework, disaster disability integration, disaster health services, disaster mental health, and disaster spiritual care, as well as local response to fires and other incidents. Regional disaster employees are required to deploy to disaster relief operations outside of their region at least once a year, which contributes to skill-building, career development, and exposure to different disaster types. Allowances may be provided for personal circumstances and local response activity, and employees must meet all training and physical capacity requirements for deployment.
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.
- 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.
- 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.
Nice To Haves
- Strong Client Care experience.
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 19 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 Program
- Disability and Insurance: Short + Long Term
- Service Awards and recognition
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What This Job Offers
Job Type
Full-time
Career Level
Manager
