Caseworker I, SAF Call Center

American Red Cross; Fort Sill (OK); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical, Dental Vision plans

PTO + Holidays

401K with 6% match

Volunteering opportunities

Job summary

American Red Cross in Fort Sill, OK is seeking a HYBRID Hero Care Center Caseworker for the second shift. You will support military members and families, interview callers, and coordinate case management services with a focus on emergency and routine assistance.

The role requires a HS diploma, 3+ years related experience, knowledge of medical terminology, and strong communication with a typing speed of 40 wpm+.

Qualifications

• HS diploma or equivalent required.
• Minimum 3 years of related experience preferred; social service or contact center experience helpful.
• Familiarity with medical terminology and military community necessary.
• At least 1 year of customer-focused experience.
• Ability to work in a fast-paced, complex environment with strong communication and typing skills (40 wpm+).
• Proficient computer skills including Internet search, Intranet, and Microsoft Office.
• Positions are HYBRID; candidate should live within ~50 miles of Fort Sill to attend in-office as needed.

Responsibilities

• Interviews callers and coordinates requests for service; records client information in case management system; determines eligibility and provides services.
• Performs related case activities: verifications, delivering messages, coordinating case management with other Red Cross units, and follow-up actions.
• Delivers emergency communication messages to domestic and overseas military locations.
• Operates in a rotating second shift schedule; hybrid work arrangement with some in-office time.

Skills

Empathy

Communication skills

Customer service

Multitasking

Typing 40 wpm

Education

High School Diploma or equivalent

Job description

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By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?

Join us-Where your Career is a Force for Good!

Job Description

Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better.

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work.

Where Your Career is a Force for Good!

What You Need To Know

The American Red Cross’ Service to the Armed Forces Hero Care Center, serves military members and their families worldwide, 24 hours a day, 365 days a year, 7 days a week. Hero Care Center caseworkers are available 7 days a week, 24 hours a day, 365 days a year, providing emergency assistance both online and by phone. By collecting and verifying accurate information, we are able to assist military commands in making decisions for emergency leave and serve as an overall resource for veterans and their families. We also provide current military members and military retirees access to emergency and routine financial assistance in situations and circumstances where they qualify.

At the American Red Cross, you have a direct impact on a meaningful mission. When you join our team, you can help save lives every day. You’ll be part of a like-minded team that shares a passion for making a difference and a work environment that supports growth, learning, and succeeding.

Pay Information

PAY INFORMATION: The salary for this position is $20.63 base pay plus shift differential.

Shift Differential

• 1st Shift: 6am – 6pm
• Base Pay Only
• +$1.50 per hour
• 2nd Shift: 6pm – midnight
• +$2.00 per hour
• +$2.25 per hour
• 3rd Shift: midnight – 6am
• +$2.50 per hour
• +$2.75 per hour

Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

This role is not eligible for relocation assistance

Interviews callers and coordinates requests for service to include recording all client information in the casemanagement system; determining eligibility for American Red Cross services; assessing client needs; and providing appropriate services to clients.

• Performs related case activities including obtaining verifications, delivering messages, coordinating case management services with other Red Cross units, and/or providing other follow-up actions needed for complete and timely client service.
• Composes and delivers emergency communication messages to domestic and overseas military locations.
• Standard Schedule: Our SAF Hero Care Center in Fort Sill, OK has an exciting career opportunity available for a full-time HYBRID Hero Care Center Caseworker on the second shift. This position will be scheduled 40 hours per week, and the Second Shift runs from 3:30 PM – 12 AM, on a rotating day schedule that includes weekends and holidays.
  

What You Need To Succeed

• High School Diploma or equivalent
• Minimum 3 years of related experience or equivalent combination of education and related experience required. Preferentially, this should include one year of work experience in a social service agency or service contact center is required with at least one year of direct interaction with and delivery of services to clients in distress.
• Familiarity with medical terminology and military community required
• At least one year of customer focused experience
• Candidates must have the ability to work in fast paced, demanding, complex and dynamic environment. The duties are representative of the essential functions of the position.
• 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.
• Positions are HYBRID. Ideal candidate will reside within 50 miles of the call center as needed to be in office as required. When working remotely the employee must be able to provide a private office or workspace suitable for confidential conversations and handling of sensitive information. The employee must be able to access a dedicated high speed / broadband internet service with sufficient bandwidth and speed to support the contact center and case management applications and tools.
• Laptop and additional monitor will be provided by the Red Cross.
• Ability to work on a team

What Will Give You The Competitive Edge

• Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is strongly preferred.
• Viable candidates should be able to demonstrate their ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management.
• They must also 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 is essential.

Benefits For You

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO + Holidays
• 401K with 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights