Service to the Armed Forces Regional Casework Lead

Save to Favorites

Ensure SAF Casework Region Team has the capacity to provide military members, families and veterans with casework services, family follow-up, information, resources and referrals to organizations for assistance.

Key Responsibilities
Support Casework team at the Regional Level
* Ensures regional capacity to provide follow up and regional referral to military clients
* Assure that the team maintains strict confidentiality of any case notes, names and other personal information in accordance with Red Cross policies, procedures and protocols
* Manages administrative tasks related to staff access to the SAF Case Management System
* Ensures quality and effectiveness of the follow-up staff while ensuring that all staff have completed required appropriate training
* Maintains a working knowledge of local, state and federal resources aiding military members, their families and veterans
* Ensure that all staff, to include receptionist and family follow-up representative have the most current resources available
* Supervises the day-to-day operations of a designated shift, to include scheduling of staff assigning specific job functions, and monitoring individual performance and workload, making adjustments as necessary
* Understands and applies Red Cross and SAF policies consistently and correctly
* Ensures quality, timeliness and consistency of casework by routinely monitoring calls and conducting routine evaluations using SAF quantitative methods and other tools and processes
* Generates and interprets system reports reflecting case-related statistics
* Be a subject matter expert

Qualifications
Recommended:
* Relevant work or leadership experience (military or civilian), equivalent to that of a Bachelor's Degree in Business or Public Administration, Human Resource Management, Community Organization, Social or Health Science or other related field.
* Minimum of 3 years experience or military equivalent (i.e. Senior NCO, Officer Etc.) and 1 year supervisory experience in human/social services, customer or client services, call center or other types of experience with heavy customer/client contact recommended
* Sound knowledge of telephone and in-person etiquette, pleasant and friendly manner respectful of human dignity while upholding the values and principals of the American Red Cross
* Demonstrated ability to use Standard English to communicate effectively verbally and in writing
* Strong customer service skills reflecting a sound knowledge of telephone and in-person etiquette and pleasant 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
* Must be adept at multi-tasking and have the ability to shift focus as operational, service delivery and staff needs demand
* Demonstrate strong computer skills (Microsoft Office Suite)
Preferred:
* Experience with 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
* Minimum of 1 year supervisory experience in human resources management, casework, counseling, social work or other related field
* Bi-lingual in Spanish or a second language beneficial but not required