Caseworker I, SAF Call Center

The Caseworker I at the American Red Cross SAF Hero Care Center provides emergency assistance to military members and their families worldwide, 24/7. The role involves interviewing callers, coordinating service requests, assessing client needs, and delivering emergency communication messages to military locations.

Responsibilities

• Interview callers and coordinate requests for service including recording all client information in the case management system
• Determine eligibility for American Red Cross services
• Assess client needs and provide appropriate services to clients
• Perform related case activities including obtaining verifications, delivering messages, coordinating case management services with other Red Cross units, and providing follow-up actions needed for complete and timely client service
• Compose and deliver emergency communication messages to domestic and overseas military locations

Requirements

• High School Diploma or equivalent
• Minimum 3 years of related experience or equivalent combination of education and related experience required
• Preferably 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 required
• At least one year of customer focused experience
• Ability to work in 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
• Ability to provide a private office or workspace suitable for confidential conversations when working remotely
• Access to dedicated high speed / broadband internet service with sufficient bandwidth and speed to support contact center and case management applications
• Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is strongly preferred
• 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 in others while upholding the values and principles of the American Red Cross

Skills

• Client Service Delivery
• Social Service Experience
• Medical Terminology
• Military Community Knowledge
• Customer Service
• Written Communication
• Verbal Communication
• Typing
• Microsoft Office Suite
• Internet Research
• Intranet Usage
• CRM Systems
• Case management systems
• Effective Listening
• Information Analysis
• Multi-tasking Skills
• Confidential Communication
• Emergency Assistance

Languages

English