Representative I, SAF/IS Call Center in Springfield, Massachusetts

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world’s largest humanitarian network?

Join us—Where your Career is a Force for Good!

Job Description:

WHY CHOOSE US?

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. When you join our team, you have a direct impact on a meaningful mission, and you can help save lives every day. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.

We are committed to the diversity of our workforce and to delivering our programs and services in a culturally competent manner reflecting the communities we serve. Our work environment is collaborative, respectful, and inclusive with a focus on building allyship and a culture of belonging that empowers all team members. Come to learn, grow, and succeed while sharing your passion for making a difference.

The Red Cross supports a variety of cultural and community resource groups for employees and volunteers. From the Ability Network, our Asian American & Pacific Islander Resource Group, the Latino Resource Group, and Red Cross PRIDE, to the Umoja African American Resource Group, our Veterans+ Resource Group, and the Women’s Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.

At the American Red Cross, your uniqueness can shine!

WHAT YOU NEED TO KNOW (Job Overview): The American Red Cross’ Service to the Armed Forces Hero Care Center, serves military members and their families worldwide, 24 hours a day, 365 days a year, 7 days a week.  Hero Care Center caseworkers are available 7 days a week, 24 hours a day, 365 days a year, providing emergency assistance both online and by phone.  By collecting and verifying accurate information, we are able to assist military commands in making decisions for emergency leave and serve as an overall resource for veterans and their families. We also provide current military members and military retirees access to emergency and routine financial assistance in situations and circumstances where they qualify.

At the American Red Cross, you have a direct impact on a meaningful mission. When you join our team, you can help save lives every day. You’ll be part of a like-minded team that shares a passion for making a difference and a work environment that supports growth, learning, and succeeding.

A successful candidate will reside within the state of Massachusetts

WHERE YOUR CAREER IS A FORCE GOOD (Key Responsibilities):

• 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. 

• Performs related case activities including obtaining verifications, delivering messages, coordinating case management services with other Red Cross units, and/or providing other follow-up actions needed for complete and timely client service.

• Composes and delivers emergency communication messages to domestic and overseas military locations. 

• Standard Schedule : Our SAF Hero Care Center in Springfield, MA has an exciting career opportunity available for a full-time Hero Care Center Caseworker on the second shift.  This position will be scheduled 40 hours per week, and the second shift runs from 3:30 PM – 12 AM, on a rotating day schedule that includes weekends and holidays *. *

• Pay Information:

• We offer Paid Training!

• $23.27 base pay plus shift differential.

Shift

Monday – Friday

Weekends

1st Shift: 7am – 3: 30pm

Base Pay Only

+$1.25 per hour

2nd Shift: 3:30 pm – midnight

+$1.75 per hour

+$2.00 per hour

WHAT YOU NEED TO SUCCEED (Minimum Qualifications):

• High School Diploma or equivalent

• Minimum 3 years of related experience or equivalent combination of education and related experience required. Preferentially, this should include one year of work experience in a social service agency or service contact center is required with at least one year of direct interaction with and delivery of services to clients in distress.

• Reside within the state of Massachusetts

• Familiarity with medical terminology and military community required

• At least one year of customer focused experience

• Candidates must have the ability to work in fast paced, demanding, complex and dynamic environment. The duties are representative of the essential functions of the position.

• Applicants must have strong communication skills, both written and verbal, and typing speed of 40 wpm or higher.  Both speed, accuracy and grammatical competence is factored into overall typing abilities .

• Applicants should be able to demonstrate strong computer skills, to include use of Internet search tools, Intranet, and Microsoft Office Suite.

• Positions are 100% remote work. When working remotely the employee must be able to provide a private office or workspace suitable for confidential conversations and handling of sensitive information. The employee must be able to access a dedicated high speed / broadband internet service with sufficient bandwidth and speed to support the contact center and case management applications and tools.

• Laptop and additional monitor will be provided by the Red Cross.

• Ability to work on a team

WHAT WILL GIVE YOU THE COMPETITIVE EDGE (Preferred Qualifications):

• Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is strongly preferred.

• Viable candidates should be able to demonstrate their ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.

• They must also 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 is essential.

BENEFITS FOR YOU:

We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.

• Medical, Dental Vision plans

• Health Spending Accounts & Flexible Spending Accounts

• PTO + Holidays

• 401K with 5% match

• Paid Family Leave

• Employee Assistance

• Disability and Insurance: Short + Long Term

• Service Awards and recognition

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.

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Interested in Volunteering?

Life’s emergencies don’t stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit redcross.org/volunteertoday (https://www.redcross.org/volunteer/become-a-volunteer/urgent-need-for-volunteers.html) to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)