Caseworker/Customer Service Specialist - 2nd Shift

at American Red Cross

Springfield, MA

Posted on Aug. 10, 2017


Full Time


$12.60


Health Insurance

Service to the Armed Forces is hiring Caseworker/Customer Service Specialists!

Full-time position with rotating days off.
Pay Rate is $12.60/hr.

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 Specialist provides 24-hour Emergency Communication, casework services and access to financial assistance in English to Red Cross clients (members of the US Military, their families and other eligible clients) at the SAF Call Center.

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 24/7 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

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.
• Compose and deliver emergency communication messages to domestic and overseas locations. Sends messages for delivery to deployment locations and ships at sea using military networks.
• Understands and applies Red Cross and SAF policies consistently and correctly.

To learn more about this role please watch the short video near the bottom of this page.

Education requirementsBachelor’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.

Experience requirements• Minimum of 1 year experience in human/social services, customer or client services, call center or other types of experience with heavy customer/client contact required

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 outbound activities including obtaining verifications, 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.
• Understands and applies Red Cross and SAF policies consistently and correctly.
• Compose and deliver emergency communication messages to domestic and overseas locations. Sends messages for delivery to deployment locations and ships at sea using military networks
• Performs other duties as assigned by management.

Skills• Ability to type 40 words per minute and to create grammatically correct responses without spelling errors
• 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 apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.
• 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
• Demonstrably solid computer skills to include use of Internet search tools, Intranet, and Microsoft Office Suite, to include Outlook, word-processing, database and/or spreadsheet applications.

Preferred Skills:
• Casework skills or experience in the delivery of social or casework services.
• Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database.
• Experience with American Red Cross programs and services or other similar social services; Knowledge of casework, counseling, social work or other related field.
• Familiarity with military culture, regulations and protocol.

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.

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