Lead Hero Care Caseworker (Guam)

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The Lead Hero Care Caseworker guides and oversees the Hero Care Network Caseworkers that assist with Emergency Communication Services (Red Cross Messages) between service members and their families.

Responsibilities:

• Ensures quality, timeliness, and consistency of casework by routinely monitoring calls and conducting routine evaluations using SAF quantitative methods and other tools and processes.
• Supervises the day-to-day operations of a designated shift including: scheduling of staff assigning specific job functions, monitoring individual performance and workload, adjusting as necessary.
• Maintains a working knowledge of local, state and federal resources aiding military members, their families and veterans.
• Assure that the team always maintains strict confidentiality.

• American Red Cross background check
• Knowledge of SAF casework principles and Red Cross policies
• Knowledge of military terminology and culture
• Good computer skills
• Ability to work with or without supervision
• Good verbal and written communication skills
• Good customer service skills
• Ability to work well with others