Supervisor, Casework User Support

About this role

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home. By joining the American Red Cross  you will touch millions of lives every year and experience the greatness of the human spirit at its best.  Are you ready to be part of  the world's largest humanitarian network?

Join us—Where your Career is a Force for Good!

Job Description: Joining the American Red Cross is like nothing else – it’s as much something you feel as something you do. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole, and individuals equipped to never stop changing lives and situations for the better. 

When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. You align your life’s work with an ongoing mission that’s bigger than all of us. As you care for others, you’re cared for with competitive compensation and benefits. You join a community that respects who you are away from work as much as what you do while at work. 

WHAT YOU NEED TO KNOW (Job Overview):    Under limited supervison, serve as a System Operator to ensure the timely resolution of Technical Exceptions within our casework system of record and workforce submitted IT Tickets related to the successful navigating and functioning of our casework system of record. The Supervisor, Casework User Support serves at the nexus of workforce support and system functionality, ensure that our Red Cross workforce can use our casework system of record as designed to successfully support disaster-affected individuals and households.   This is a people manager position reporting to the Director, Casework in the Casework Transformation Branch. Responsibilities include supporting casework user support, as well as leading a team of staff and volunteers, and developing user support procedures, tools, and training. *This is a term-limited position, with an end date of June 30, 2027. Position extension is based on business need.

WHERE YOUR CAREER IS A FORCE FOR GOOD (Key Responsibilities):   • Hire, train, and manage   user   support   staff, including Temporary Disaster Employees ; provide   leadership, support and direction to Red Cross   user support   workforce   including volunteers.  

• Develop, manage, and supervise a volunteer and collateral duty team of   System Operators ; serve as the team lead for on-call   System Operators   and   maintain   the team roster and schedule.  

• Coordinate   and communicate   with NHQ   and field stakeholders   regarding   user support and issue resolution.  

• Develop subject matter   expertise   on   user support   for American Red Cross financial   assistance   programs and Client Casework.  

• Monitor ,   consolidate , and track data related to user support channels. Work   independently and with other Casework Transformation Operations staff to   identify   trends, project   futures   volumes, make business decisions, and report issues to leadership.  

• Establish and   maintain   mechanisms to   monitor   outcomes related to consistent and effective   user support   customer service.  

• Serve as the primary liaison to Regions and Disaster Relief Operations on   user support issues.   

• Serve as an RC Care System Operator by   identifying ,   solving, and/or escalating specific case and user issues.  

• Support resolution of IT tickets and RC Care Technical Exceptions.  

• Analyze program processes to   identify   strategies to improve the use of the RC Care system and other tools to support case processing and financial   assistance   service delivery.  

• Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month

Scope:   Direct daily operations of work unit .   When needed, performs the responsibilities of a System Operator.   Performs their responsibilities during both steady-state and operational-state periods. Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge.

WHAT YOU NEED TO SUCCEED (Minimum Qualifications): • Education: Bachelor's degree required. • Experience: Minimum 3 years of related experience or equivalent combination of education and related experience required.

• Management Experience: 1 year of lead or supervisory experience.

• Skills & Abilities: Excellent interpersonal, verbal and written communication skills. Develop strategies to achieve organizational goals. Demonstrated analytical and decision-making skills to develop creative processes for continuous program or service improvements. Intermediate proficiency with MS Office software, including Word, Excel, PowerPoint and Outlook. Familiarity with federal, state and local employment laws. Ability to work on a team.

• Travel: Travel up to 10% 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: T he 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 p

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