SAF Senior Call Center Caseworker - Day Shift
Company: American Red Cross
Location: Fort Sill
Posted on: September 24, 2022
Job Description: The American Red Cross' Service to the Armed
Forces (SAF) Center, or Hero Care Centers serve military members
and their families worldwide, with one phone number available 24
hours a day, 365 days a year, 7 days a week. By responding to calls
and verifying the accuracy of collected information, we are able to
assist in making decisions for emergency leave, and serve as an
overall resource for veterans and their families. We also provide
current military member with emergency financial assistance in
situations in circumstances when they qualify. The SAF Hero Care
Center in Ft. Sill, OK has a career opportunity available for a
Senior Call Center Caseworker on the day shift (7AM - 3:30 PM CST).
This is a full-time position, scheduled 40 hours per week, on a
rotating schedule that includes some weekend days and holidays.
This is a hybrid position that requires employees to work and/or
attend training from the Ft. Sill call center at least 51% of the
time. Senior Call Center Caseworkers are part of the Hero Care
Network, which provides 24-hour emergency communications and
casework services, including access to financial assistance,
emergency notifications and other services offered to members of
the U.S. military and their families. Responsibilities in this role
include collecting client information, verification and delivery of
emergency messages, communication and follow-up with family
members, military staff and other involved parties, while providing
subject matter expertise for all services offered. Client needs are
often sensitive in nature and require you to be compassionate, have
a spirit to help and able to remain calm under stressful
situations. Below are examples of common responsibilities and job
duties specific to the Senior Caseworker: 1. 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. 2. Understands and applies Red Cross and SAF
policies consistently and correctly. 3. Assists Supervisors with
on-the-job training, coaching, and mentoring of Specialists 4.
Assists Specialists in resolving complex, unusual or difficult
cases. 5. Performs other duties as assigned by management.Job
Education: Bachelor's degree is preferred, however equivalent
combination of relevant experience and education will be considered
in lieu of degree.
Experience: A minimum 3 years of human/social services, customer or
client services, call center or other types of experience with
heavy customer/client contact required. Must have casework skills,
or experience in the delivery of social or casework services.
Skills and Abilities: 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. Experience in
using an electronic customer relationship (CRM) or Case Management
System (CMS) or similar customer centric relational database is
also strongly preferred.
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.
Applicants for the Senior Caseworker position should have a
familiarity with military culture, regulations and protocol, and a
minimum of one-year of supervisory experience in human resources
management, casework, counseling, social work or other related
field. Bilingual candidates are strongly encouraged to apply.
Keywords: American Red Cross, Lawton , SAF Senior Call Center Caseworker - Day Shift, Other , Fort Sill, Oklahoma
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