Caseworker I, SAF Call Center - Hero Care Center - Remote - American Red Cross

Join the American Red Cross: Where Your Career is a Force for Good! By joining the American Red Cross, you will be part of the world's largest humanitarian network, touching millions of lives every year and experiencing the greatness of the human spirit at its best. We are committed to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. As a Caseworker I in our Service to the Armed Forces (SAF) Hero Care Center, you will have a direct impact on a meaningful mission, helping military members and their families worldwide. About the American Red Cross As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to providing emergency assistance, disaster relief, and blood donations to those in need. Our work environment is collaborative, respectful, and inclusive, with a focus on building allyship and a culture of belonging that empowers all team members. We support a variety of cultural and community resource groups for employees and volunteers, providing connections, mentoring, and a platform for important concerns and opinions. Job Overview The American Red Cross's 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. As a Caseworker I, you will be available 7 days a week, 24 hours a day, 365 days a year, providing emergency assistance both online and by phone. You will collect and verify accurate information to assist military commands in making decisions for emergency leave and serve as an overall resource for veterans and their families. Key Responsibilities Interview callers and coordinate requests for service, including 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. Perform related case activities, including obtaining verifications, delivering messages, coordinating case management services with other Red Cross units, and providing other follow-up actions needed for complete and timely client service. Compose and deliver emergency communication messages to domestic and overseas military locations. Work in a fast-paced, demanding, complex, and dynamic environment, with strong communication skills, both written and verbal, and typing speed of 40 wpm or higher. Demonstrate strong computer skills, including use of Internet search tools, Intranet, and Microsoft Office Suite. Provide a private office or workspace suitable for confidential conversations and handling of sensitive information while working remotely. Minimum Qualifications High School Diploma or equivalent. Minimum 3 years of related experience or equivalent combination of education and related experience required, preferably including one year of work experience in a social service agency or service contact center with at least one year of direct interaction with and delivery of services to clients in distress. Reside in Kentucky/Indiana. Familiarity with medical terminology and military community required. At least one year of customer-focused experience. Candidates must have the ability to work in a fast-paced, demanding, complex, and dynamic environment. Applicants must have strong communication skills, both written and verbal, and typing speed of 40 wpm or higher. Applicants should be able to demonstrate strong computer skills, including use of Internet search tools, Intranet, and Microsoft Office Suite. Preferred Qualifications 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. What We Offer As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance and learn. Medical, Dental, and Vision plans. Health Spending Accounts & Flexible Spending Accounts. PTO + Holidays. 401K with 5% match. Paid Family Leave. Employee Assistance. Disability and Insurance: Short + Long Term. Service Awards and recognition. Career Growth Opportunities and Learning Benefits At the American Red Cross, we are committed to the growth and development of our employees. We offer various training programs, mentorship opportunities, and career advancement possibilities. As a Caseworker I, you will have the opportunity to develop your skills and expertise in a fast-paced and dynamic environment. Work Environment and Company Culture Our work environment is collaborative, respectful, and inclusive, with a focus on building allyship and a culture of belonging that empowers all team members. We support a variety of cultural and community resource groups for employees and volunteers, providing connections, mentoring, and a platform for important concerns and opinions. Compensation and Perks We offer a competitive salary and a comprehensive benefits package, including medical, dental, and vision plans, health spending accounts, and flexible spending accounts. We also offer PTO, holidays, and a 401K with a 5% match. How to Apply Ready to join us? The first step is easy. Click and we'll be in touch soon! Equal Opportunity Employer 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. Apply for this job