American Red Cross -Hero Care Regional Case Management Lead Volunteer

Become a volunteer for the American Red Cross! 

MISSION
The American Red Cross, a humanitarian organization led by volunteers, guided by its Congressional Charter and the Fundamental Principles of the International Red Cross Movement, will provide relief to victims of disasters and help people prevent, prepare for, and respond to emergencies.

PROGRAM OVERVIEW
This position supports the Regional Service to the Armed Forces Department. This is a 100% virtual (volunteer-from-home) opportunity. Manage Hero Care Network Region Team to provide military members, families, and veterans with casework services.

• Support the 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 by 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, including the receptionist and family follow-up representative, have the most current resources available
• Supervises the day-to-day operations of a designated shift, including scheduling of staff assigning specific job functions, 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

Reliable access to resources is needed to volunteer 100% virtually, but the volunteer MUST reside in Los Angeles County.

Recommended:

• 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 principles 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
• bi-lingual in Spanish or a second language

ADDITIONAL INFORMATION
This position supports the Regional Service to the Armed Forces Department. This is a 100% virtual (volunteer-from-home) opportunity.

QUESTIONS?
This project is created, organized, and managed by our nonprofit partner, the American Red Cross. Please contact the Opportunity Coordinator listed below for support.

All volunteers participating in this volunteer opportunity are expected to adhere to the health and safety guidelines outlined here: https://www.laworks.com/health-and-safety

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