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    American Red Cross - Los Angeles, United States - American Red Cross of the Los Angeles Region

    American Red Cross of the Los Angeles Region
    American Red Cross of the Los Angeles Region Los Angeles, United States

    1 week ago

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    Description

    **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

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