Senior Specialist, SAF Hero Care Network
Company Overview :
As one of the nation’s premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. If you share our passion for helping people, join us in this excellent career opportunity.
SAF Emergency Communications Center Summary :
Service to the Armed Forces provides a worldwide system of services that are available to military members and their families. These services include an emergency communications network available 24 hours a day, 7 days a week, to assist in family emergencies; verification of emergency leave information to help military commands make informed decisions, access to financial assistance, confidential counseling, information and referral and other social services.
SAF call centers are responsible for the intake, verification and delivery of emergency messages between service members and their families, and other services as needed. The Senior Specialist performs all of the duties of a Specialist while providing subject matter expertise in support of SAF Call Center Specialists responsible for providing 24-hour emergency communications and casework services, including access to financial assistance, to members of the U.S. military and their families and other eligible Red Cross clients.
Responsibilities:
- Functions as shift lead on a rotating basis, providing direct technical and administrative guidance to an assigned group of Specialists to ensure the delivery of 24-hour emergency communications and casework services.
- Understands and applies Red Cross and SAF policies consistently and correctly.
- Assists Supervisors with on-the-job training, coaching, and mentoring of Specialists
- Performs other duties as assigned by management.
Scope:
- Operate under general guidelines from the SAF Center Supervisor.
- Provides financial assistance to clients on behalf of military aid societies in accordance with the National Memorandum of Understanding.
As a subject matter expert, assists Specialists in resolving complex, unusual or difficult cases.
Qualifications :
- 4-year college degree in social or health science, personnel administration, business or public administration, computer science or related field, or equivalent education and relevant work experience in human/social services, customer or client services, call center or other types of experience with customer/client contact is required.
- Minimum of 3 years experience in human/social services, customer or client services, call center or other types of experience with heavy customer/client contact required.
- Demonstrated ability to use Standard English to communicate effectively verbally and in writing.
- 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.
- Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.
- Strong customer service skills reflecting a sound knowledge of telephone and in-person etiquette and pleasant and friendly manners respectful of human dignity.
- Ability to type 40 wpm and create grammatically correct responses without spelling errors.
- Must be adept at multi-tasking and have the ability to shift focus as operational, service delivery and staff needs demand.
- Must have casework skills or experience in the delivery of social or casework services.
- Demonstrably strong computer skills to include use of Internet search tools, Intranet, and Microsoft Office Suite, to include Outlook, word-processing, database and/or spreadsheet applications.
- Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database.
Preferred: Experience with American Red Cross programs and services or other similar social services; knowledge of ARC casework policies and procedures; familiarity with military culture, regulations and protocol; minimum of one-year supervisory experience in human resources management, casework,
- counseling, social work or other related field; bi-lingual in Spanish or another language.
- Essential Functions/Physical Requirements
The duties are representative of the essential functions of the position. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs. Some local and non-local business travel may be required. Considered essential personnel. The American Red Cross is a diverse nonprofit organization offering its employee’s professional development and growth opportunities, a competitive salary, a comprehensive benefit package, and a collaborative team spirit environment.
The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Apply Online at:
https://www.americanredcross.apply2jobs.com/ProfExt/index.cfm?fuseaction=mExternal.showJob&RID=61423&CurrentPage=1
Job Type: Full-time
Local candidates only:
Required experience:
- human/social services, customer or client services, call center or other types of experience with he: 3 years
Required education:
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