Supervisor, Casework User Support

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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?

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.

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 term-limited position, with an end date of June 30, 2027. Position extension is based on business need.

• 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

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.

• 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…