American Red Cross Caseworker I / Call Center Specialist (3rd Shift) in Louisville, Kentucky

Job Description:

3rd Shift: midnight to 8:'30 am

Job Profile Summary The Specialist is part of the Emergency Call Center, which provides 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. This includes intake, verification and delivery of emergency messages and other services as needed.

Responsibilities:

  1. Interviews callers and coordinates requests for service to include recording all client information in the case management system; determining eligibility for American Red Cross services; assessing client needs; and providing appropriate services to clients.

  2. Performs outbound activities including obtaining verification, delivering messages, coordinating case management services with the jurisdictional chapter/station, and/or providing other follow-up actions needed for complete and timely client service.

  3. Understands and applies Red Cross and SAF policies consistently and correctly.

  4. Composes and delivers emergency communication messages to domestic and overseas locations. Sends messages for delivery to deployment locations and ships at sea using military networks.

  5. Provides financial assistance to clients on behalf of military aid societies in accordance with the National Memorandum of Understanding.

  6. Understands and applies Red Cross and SAF policies consistently and correctly.

  7. Performs other duties as assigned by management.

Essential Functions/Physical Requirements:

Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential. May include sitting for long periods of time, driving a vehicle and working under challenging conditions.

Work Conditions:

Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities and duties required.

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.

Education: Bachelor's 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. Equivalent education and experience examples include a 2 year degree plus 2 years of applicable experience, or a high school diploma with 4 years of applicable experience.

Experience: Prefer minimum one year of experience in addition to educational requirements listed previously.

Skills and Abilities: Demonstrated ability to use Standard English to communicate effectively verbally and in writing. Ability to type 40 wpm and create grammatically correct responses without spelling errors. 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.

Other: 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. Must be adept at multi-tasking and have the 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

Travel: None

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

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.

The American Red Cross is a diverse nonprofit organization offering its employee's professional development and growth opportunities, a competitive salary, comprehensive benefits, and a collaborative team spirit environment.