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American Red Cross Representative II, SAF Call Center in Springfield, Massachusetts

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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?

* As a condition of employment with American Red Cross, you are required to provide proof that you are fully vaccinated for COVID 19 or qualify for an exemption, except in states where it is prohibited by law. Accordingly, employment is conditioned on providing proof of vaccination or having an approved exemption prior to starting employment *

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

Job Description:

The American Red Cross' Service to the Armed Forces (SAF) Center, or Hero Care Centers serve military members and their families worldwide, with one phone number available 24 hours a day, 365 days a year, 7 days a week. By responding to calls and verifying the accuracy of collected information, we are able to assist in making decisions for emergency leave, and serve as an overall resource for veterans and their families. We also provide current military member with emergency financial assistance in situations in circumstances when they qualify.

The SAF Hero Care Center in Springfield, MA has a career opportunity available for a Senior Call Center Caseworker on the day shift (7AM - 3:30 PM CST). This is a full-time position, scheduled 40 hours per week, on a rotating schedule that includes some weekend days and holidays. This is a hybrid position that requires employees to work and/or attend training from the Springfield center at least 51% of the time. Please note, we are working towards being 100% of time in the center in the future.

Senior Call Center Caseworkers are part of the Hero Care Network, which provides 24-hour emergency communications and casework services, including access to financial assistance, emergency notifications and other services offered to members of the U.S. military and their families. Responsibilities in this role include collecting client information, verification and delivery of emergency messages, communication and follow-up with family members, military staff and other involved parties, while providing subject matter expertise for all services offered. Client needs are often sensitive in nature and require you to be compassionate, have a spirit to help and able to remain calm under stressful situations.

Below are examples of common responsibilities and job duties specific to the Senior Caseworker:

  1. Functions as shift lead on a rotating basis, providing direct technical and administrative guidance to an assigned group of Specialists to ensure the delivery of 24-hour emergency communications and casework services.

  2. Understands and applies Red Cross and SAF policies consistently and correctly.

  3. Assists Supervisors with on-the-job training, coaching, and mentoring of Specialists

  4. Assists Specialists in resolving complex, unusual or difficult cases.

  5. Performs other duties as assigned by management.

Minimum qualifications:

Education: Bachelor's degree is preferred, however equivalent combination of relevant experience and education will be considered in lieu of degree.

Experience: A minimum 3 years of human/social services, customer or client services, call center or other types of experience with heavy customer/client contact required. Must have casework skills, or experience in the delivery of social or casework services.

Skills and Abilities: 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. Experience in using an electronic customer relationship (CRM) or Case Management System (CMS) or similar customer centric relational database is also strongly preferred.

Other: Ability to apply active listening skills and employ reasoning and questioning strategies to capture, analyze, interpret and synthesize information from clients, staff, and management. Strong customer service skills reflecting a sound knowledge of telephone and in-person etiquette and pleasant and friendly manners respectful of human dignity. Must 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. Applicants for the Senior Caseworker position should have a familiarity with military culture, regulations and protocol, and a minimum of one-year of supervisory experience in human resources management, casework, counseling, social work or other related field. Bilingual candidates are strongly encouraged to apply.

Apply now! Joining our team will provide you with the opportunity to make a difference every day.

The American Red Cross is an Equal Opportunity/Affirmative Action 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.

Interested in Volunteering?

Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit to learn more, including our most-needed volunteer positions.

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