Representative I, Saf/Is Call Center

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Job Description:

Responsibilities

1.Following established Red Cross and SAF procedures and policies, utilize highly developed listening and critical thinking skills to conduct a thorough interview and assessment of client's situation or request to properly identify the critical time sensitive emergency, financial assistance need, or other community service need and determine a proper course of action. Assist client with understanding parameters of Red Cross and Military Aid Society Services. Provide appropriate Red Cross services, access to financial assistance for eligible clients and suitable community referrals

2.Identify and record emergency situations by simultaneously listening to callers, accurately entering call data via keyboarding, and toggling between Service Center applications. Obtain information regarding a client, their request, and the Emergency Communications Message (ECM) recipient, verification source, as well as any other parties involved.

Recognize critical situations where immediate actions or assistance is required. Immediately contact and work with military and law enforcement authorities when it is determined a client is at risk. Complete verification of the emergency within established service delivery standards by quickly and efficiently obtaining detailed information necessary to support a military emergency leave and travel decision, based upon DoD guidelines, by contacting and requesting necessary information from medical professionals, law enforcement officers, coroner's office, funeral home director or other official. Follow Red Cross policy/style guides to compose a succinct ECM for the military command and service member. , Relay the ECM using Red Cross and DoD resources to transfer messages for delivery to installation or deployed locations.

3.Identify needs for financial assistance for clients on behalf of military aid societies in accordance with the National Memorandum of Understanding. Determine financial assistance eligibility.

Investigate, obtain, and validate documentation supporting a client's request for military aid society financial assistance. Complete a budget work sheet with client to determine total income, total expenses, and identify client's ability to reimburse for financial assistance. In coordination with the client, complete an electronic application for financial assistance, to include supporting documentation, and present or forward to the military aid society for consideration.

Notify clients of the military aid society's decision regarding their request for financial assistance. Utilizing Red Cross financial practices and instruments advance funds to the client or pay third party bills on behalf of the client as directed by the military aid society.

4.Provide immediate after-hours assistance to military aid society clients per established agreements. Following established procedures for 'Avoid Privation', advance funds within established guidelines and assist client in arranging and paying for hotel accommodations where appropriate. When necessary and following established Red Cross and military aid society procedures, arrange emergency travel on client's behalf through Carlson Wagonlit Travel, secure military aid society approval for amounts exceeding established 'blanket authority', and ensure funds are released to pay for the ticket in a timely manner.

5.Coordinate case management services with SAF case workers at jurisdictional Red Cross regions to ensure complete and timely client service.

Scope

Perform a variety of client intake needs assessments, independent verification, and client service delivery functions. Applies knowledge of programs and policies as well verbal communication and critical thinking skills to assist the client and solve for a wide range of needs and issues.

Identifies client eligibility for a variety of services and ensures emergency communications and financial assistance requests are appropriately identified, managed, and brought to timely resolution or appropriate referrals are made to community resources. Represents the Red Cross in interactions with clients, medical professionals and law enforcement officers and a variety of other partners, and military personnel. Ensures compliance with Red Cross, Military Aid Society, and DoD directives, standards, and practices as well as Hero Care Center policies and procedures.

Qualifications

Education: High School or equivalent required

Experience: 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. Intermediate to advanced level computer skills with Microsoft Office applications in a Windows environment as well as the skills using a contact center application and case management system is required.

Management Experience:

Skills & Abilities: 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. Physical requirements are those present in normal office environment conditions. Operational flexibility is required to meet sudden and unpredictable needs.

Employees must be able to work a shift schedule that is based on rotating days off. Schedules with fixed workdays are not available. The employee must have the ability to sit at a computer terminal for an extended period of time and be able to adhere to a structured work and break schedule.

Positions can vary from 48 - 80% remote work. Some functions related to military electronic access require physical presence in the office.

When working remotely 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.

Travel: Occasional travel for training or conferences may be required.

• Combination of candidate's education and general experience satisfies requirements so long as the total years equate to description's minimum education and general experience years combined (Management experience cannot be substituted).

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear.

The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The work environment will consist of moderate noise (i.e. business office with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

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 redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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