Hero Care Regional Case Management Lead

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Key Responsibilities

• Support Hero Care Network team at the Region/Chapter or Hero Care Network Center:
• 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.
• 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
• Manage volunteer training needs

• 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

• Orientation to the American Red Cross
• Specific SAF on-line casework, case management system training and training regarding practices, policies and procedures
• SAF Basic Training Webinars - SAF Overview; Military 101; Family Follow-Up
• Willingness to gain knowledge of Military Culture, Diversity, Sensitivity and Awareness (eLearning) and how to access community resources