Director of Client Care Process – Disaster Cycle Services at American Red Cross

Title: Director of Client Care Process, Disaster Cycle Services – Remote

Location: United States

Job Summary

As part of the world’s largest humanitarian network, the American Red Cross works on the front lines of disaster and climate change crisis every day. We make a vital difference for families and communities in the U.S. and around the world who are coping with the impacts of this crisis. The goal of the Red Cross is to alleviate human suffering, build resilience and move our clients towards recovery. Through our Client Care Program (CCP), short term recovery is augmented by the services of Sheltering, Feeding, access to mental health, health services, and spiritual care services as well as many behind the scenes contributors. These services ultimately reduce the impact of disaster upon the client and allow them to more rapidly transition to healing and wholeness. If you share our passion for helping people and making a difference, join us in this excellent career opportunity.

The Client Care Process Director will lead a team responsible for the strategy and implementation of processing Client Care Program cases for events ranging from the individual household level to catastrophic events and supporting the systems (RC Care and RC Respond) that are used. The Director will provide operational leadership and oversight to ensure quality, consistent, timely, and cost-effective service delivery. The Director will ensure coordination and communication occurs between the Client Care Process workforce and Client Care Workforce Support Team, Disaster Relief Operations (DROs), Long-Term Recovery Operations (LTROs), and affected regions and divisions. In addition to recovery operations, the Director will lead the Client Care Process team through readiness initiatives, including training and continuous improvement activities.

This is an emergency management position and requires participation in relief operations leadership either at National Headquarters (NHQ) or at various locations as required.

This is a fully remote position.

For those candidates located in Connecticut and/or Colorado, the salary range for this position is: $106,800 – 120,000. Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the job or employee resides. The stated salary range in this posting is an average and may not be reflective of your individual circumstances. We will review specific salary information at the time of phone screening based upon your location.

Key Responsibilities and Tasks:

• As a member of the Client Care Program leadership team, contributes to the strategic direction and vision of the program alongside the Senior Director and other senior leadership.
• Provides staff management and support for the Client Care Process team, including budget management, performance management, coaching, and professional development.
• Defines technology requirements and approves technology solutions to support CCP service delivery and provides staffing and planning for user support.
• Evaluates the performance of CCP processes relative to established metrics and enhances process performance to meet requirements. Oversees the creation and maintenance of dashboards and monitoring practices to ensure operational and programmatic health and national standards.
• Provides constructive feedback on programs, systems, and dashboards to NHQ leads in support of continuous improvement process.
• Ensures appropriate business participation in system development, testing, and enhancement sessions. System engagement will include Salesforce P&I, RC Care, GIACT, RC Respond, RC View, and Amazon Web Services
• Collaborates with stakeholders to initiate actions to appropriately scale up the Client Care Center and affiliated operational activities for individual financial assistance programs. Coordinates planning with DROs, LTROs, and NHQ Client Care to ensure resources are appropriate for the scope and scale of the operation(s).
• Oversees and monitors Client Care Center staffing strategy for paid staff, Temporary Disaster Employees (TDEs), volunteers, and temporary agency hires.
• Oversees NHQ case approvals and processing functions for blue and grey skies operations.
• Ensures plans and exercises are in place for surge support staffing and training during operations.
• Ensures adherence to programmatic doctrine and all financial policies, procedures, and practices of the American Red Cross.
• Supports evaluation and improvement of Client Care systems and processes
• Performs other duties as assigned to fulfill the mission of the American Red Cross.

Qualifications

Education: Bachelor’s degree or equivalent combination of education and experience. Master’s degree in human services, emergency management, public administration, or organizational development preferred.

Preferred Experience: 5 years progressive experience directing and leading large scale social service programs or equivalent. Track record of leadership results in non-profit and/or for-profit organizations. Proven results in achieving financial success in a business unit or area and leveraging relationships with diverse levels of internal & external stakeholders.

Preferred Management Experience: 5 -8 years staff management experience. Demonstrated abilities in the following areas: developing effective work teams and building consensus; leading and coordinating work with volunteers; coaching and training. Experience in collaborative approaches to achieving organizational success.

Skills and Abilities: Ability to exercise sound judgment in complex situations with competing priorities and interests. Proven track record of collaboration, facilitation, and leadership. Strong oral and written communication skills including influencing skills. Demonstrates adaptability to constantly changing situations with flexible and creative approaches. Individual must be able to interface effectively with and make technical decisions in collaboration with technical teams and subject matter experts. The individual must be analytical, customer oriented, flexible, organized, and able to operate with an orientation toward solutions. Individual must be able to work effectively in a fast paced and high stress environment.

Other Requirements: All full-time employees in the disaster cycle services must be willing and able to be deployed, as needed. This position is also responsible for ensuring that all American Red Cross finance policies and procedures are followed as related to the scope of work activity. Upon employment, must be able to learn and become proficient in: American Red Cross programs and procedures, Volunteer Management, Financial Management, Cultural Competency, Emergency Management Practices, and Community & Government Partnerships.

This position requires familiarity with, and the following specific areas of knowledge: general knowledge of disaster relief and emergency management theory and practices.

Essential Functions/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.

Work Conditions:

Work is performed indoors with some potential for exposure to safety and health hazards related to emergency services relief work. May travel and participate in meetings and conferences throughout chapter jurisdiction, state, and Red Cross system. Because the Red Cross is a disaster response organization, staff may be asked to be on 24-hour call during period of major disaster. Should this occur, salary compensation would be given in accordance with the law.