Client Care Program Analyst (Work From Home)

Job Description:

As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs.

At the Red Cross, there is no such thing as a small disaster. In every single case it is the Red Cross' mission to help people affected by disaster meet their emergency needs that include shelter, food, clothing, and health and mental health services. As a paid staff member, you will support our loyal Red Cross disaster volunteers who serve selflessly to provide a bridge of assistance until individuals and families can resume a normal life.

Our disaster volunteers are the heart and soul of our mission to respond to emergencies and provide relief to victims of disasters. They serve in a number of capacities, including Disaster Action Team Member, Disaster Assessment, Caseworker, Mass Care Feeding, Emergency Response Vehicle (ERV) Driver, Shelter Manager/Staff, Disaster Health Services and Disaster Mental Health.

We are currently seeking aClient Care Program Analyst (Work From Home) Can be located anywhere in the USA. This position will work 8:00am to 5:00pm Monday through Friday, and some weekends and evenings will be required during times of business need. Travel will also be involved up to 10% of the time.

For those candidates located in Colorado, the salary range for this position is: 75,300-85,000

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.

With limited supervision, this position oversees the configuration, deployment, and troubleshooting of the Red Cross' event management system (RC View).

This position reports and analyzes data from call center systems; trains new users on these systems and associated processes; and works with field teams to troubleshoot the systems. This position works with vendors to standup new call centers when needed to support large disaster operations, gather and analyze call center data, and successfully transition to recovery operations.

Key Responsibilities and Tasks

Client Outreach

• Collaborate with Client Care Program and Long-Term Recovery leadership to determine sequencing and volume for client outreach
• Initiate email and text communication via Salesforce platform based on appropriate method and/or response to previous attempts to contact
• Provide timely reports for client outreach and other case processing actions
• Oversee mass client outreach data processing and monitor for outreach quality

• Data Management
  
  
  
  • Engage as part of the information management team to support data-driven decision-making.Collect, collate, and analyze data related to operational information requests and assessments and assure quality of data.
  • Perform data imports and exports between Red Cross systems
  • Responsible for data clean-up and validity
  • Liaise with Situational Awareness and Decision Support (SADS) team regarding Damage Assessment aggregator issues and Damage Assessment Data Management
  
  

• Reporting and Analysis
  
  
  
  • Determine information needs by various audiences and incorporate design principles to effectively communicate and disseminate information
  • Develop, maintain, and disseminate operational status reports
  • Manage Regional Report Templates and regional reporting needs
  • Analyze and validate operational data and reporting
  • Support Client Care Process Leadership in identifying key performance indicators and metrics needed for program evaluation
  • Capture, manage, organize and synthesize data using Salesforce dashboards and reports as well as Power BI, Microsoft Excel, and/or Power Query
  • Assist with the oversight of recovery systems in the areas of reporting and data management
  • Collaborate with Situational Awareness and Decision Support (SADS) team to provide validated measures for operational decision making
  
  

Perform other duties as assigned to fulfill the mission of the American Red Cross.

Qualifications

Required:

• Bachelor's degree or equivalent work experience, including military service
• At least 2 years of experience is required.
• Track record of success in a dynamic, resource constrained, and fast-paced environment
• Self-starter, team player, effective communicator, and critical thinker
• Must be comfortable questioning conventional thinking
• Call center experience
• Experience managing vendor contracts and leading vendor engagement meetings
• Education or experience in data analytics and visualizations
• Comfortable with call center technology

Preferred:

• Experience with emergency call centers
• Experience working with a volunteer organization
• Experience with statistical analysis software, SQL databases and API, web-design, Python and/or SharePoint
• Advanced degree in related specialty
• Experience with emergency management
• Strong skills with the entire suite of Microsoft 365 (including, Word, Excel, Outlook, PowerPoint, Planner, etc.)

The American Red Cross is a diverse nonprofit organization that creates a culture of collaboration and team spirit. We offer our employee's a competitive salary, wide range of generous benefits including health, dental, vision, life and disability insurance; flexible spending accounts; 401K retirement plan with match; paid time off, holidays and floating holidays. Also, we encourage professional development and provide growth opportunities. To be considered for this position, please visitwww.redcross.org/jobsto apply.

The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Interested in Volunteering?

Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.

Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

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