Caseworker I, SAF Call Center

American Red Cross; Kentucky; Remote; USD 23,000 - 33,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO & Holidays

401K matching

Paid Family Leave

Employee Assistance

Job summary

The American Red Cross is hiring for a Hero Care Center Caseworker. This 100% remote role supports military members and families, handling calls, recording client data in the CMS, and assessing needs to deliver emergency and routine services.

The position is based in Louisville, KY with a third-shift schedule and weekend rotations. We seek candidates with a High School Diploma or equivalent, 3+ years in social services or a contact center, and experience in CRM systems.

Qualifications

• High School Diploma or equivalent.
• Minimum 3 years related experience; social service or contact center preferred.
• Familiarity with medical terminology and military community.
• Strong computer skills including Internet, Intranet, and MS Office.

Responsibilities

• Interview callers and coordinate service requests; record client information in CMS.
• Determine eligibility for ARC services and assess client needs to provide appropriate services.
• Coordinate case management with other ARC units and perform follow-up actions.

Skills

Communication skills

Typing 40 wpm

Customer service

Teamwork

Education

High School Diploma or equivalent

Tools

CRM software

Job description

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

Shift Differential

Shift

Monday – Friday

Weekends

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 case management 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 Louisville, KY has an exciting career opportunity available for a full-time Hero Care Center Caseworker on the third shift. This position will be scheduled 40 hours per week, and the third shift runs from 11:00 PM – 7:30 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 100% remote work. Candidate will reside within 50 miles of the call center as needed to be in office as required. When working remote 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.