Responsibilities in this role include collecting client intake information, verification and delivery of emergency messages, communication and follow-up with family members, military staff and other involved parties. 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.
- Interviews callers and coordinates requests for service to include recording all client information in the case management system; determining eligibility services; assessing client needs; and providing appropriate services to clients.
- Performs outbound activities including obtaining verifications, delivering messages, coordinating case management services with the jurisdictional chapter/station, and/or providing other follow-up actions needed for complete and timely client service.
- Understands and applies Red Cross and SAF policies consistently and correctly.
- Composes and delivers emergency communication messages to domestic and overseas locations. Sends messages for delivery to deployment locations and ships at sea using military networks.
- Provides financial assistance to clients on behalf of military aid societies in accordance with the National Memorandum of Understanding.
- Performs other duties as assigned by management.
Job Requirements/Education:
- High school diploma with relevant work experience in social or health science, personnel administration, business or public administration, computer science, customer/client services and call center.
Education/Skills and Abilities
- Applicants must have strong communication skills, both written and verbal, and typing speeds 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.
- 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 can 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.
- Ability to work remotely.
- Must have a private space in their residence where they can work in quiet and protect the confidentiality or our clients.
