American Red Cross -Hero Care Regional Case Management Lead Volunteer

• *Although this is a remote volunteer role, participants

must reside in Los Angeles County**

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.

Key Responsibilities

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

Qualifications

Reliable access to resources needed to volunteer 100% virtually, but 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 principals 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

Time Commitment:

Flexible, with a scheduled commitment of 15 hours per month