SAF: Hero Care Family Follow - Up Caseworker - Athens County

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Purpose: Ensure military families' needs are met when faced with an emergency.

Responsibilities:
Support the Red Cross mission
* Maintain strict confidentiality of any case notes, names, and other personal information in accordance with
Red Cross policies
* Understand and apply Service to Armed Forces (SAF) policies, procedures, and protocols related to Red
Cross client services consistently and correctly
* Support the follow-up process to include making follow-up calls to military members and/or families to
determine if their needs are met, providing other follow-up actions needed for complete and timely client
service
* Acquire a working knowledge of local, state, and federal resources aiding military members, families and
veterans
* Maintain professionalism and conduct as stated in Red Cross policy

Qualifications: * Successful American Red Cross background check
* Complete required national training and locally developed orientation
* Able to support Red Cross SAF mission; have an awareness of and appreciation for military culture, military
families, and veterans' issues
* 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
* Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze,
and interpret information from clients, staff, and management
* Good computer skills to include use of Internet search tools; Intranet; and Microsoft Office Suite, to include
Outlook, word-processing, database and/or spreadsheet applications
* Effective interviewing skills and sound knowledge of telephone and in-person etiquette and pleasant and
friendly manners respectful of human dignity
* Ability to work with or without supervision
* Effective verbal and written communication skills
* Good customer service skills; Ability to work well with others
* Willingness to gain knowledge of community resources
* Able to work with culturally diverse populations

Relationships: Red Cross volunteer and employee Hero Care Network Leads

Development Opp: Continued training in all aspects of client services

Training: * Orientation to the American Red Cross
* Specific SAF online casework and case management system training
* Specific SAF classroom training regarding practices, policies, and procedures
* SAF Basic Training webinars (SAF Overview; Military 101; Family Follow-up; etc.)
* Familiarization with the Client Assistance Manual (CAM)