Casework User Support Associate

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 Casework User Support Associate serves on a team 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. In this role, the Casework User Support Associate will report to the Supervisor, Casework User Support. Responsibilities include supporting casework user support, as well as working with staff and volunteers, and supporting the development of casework 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): Serve as an RC Care System Operator by identifying, solving, and/or escalating specific case and user issues. Provide direct support to Red Cross Regions and DROs for specific case issues and overall case processing trends. Support resolution of IT tickets and RC Care Technical Exceptions. Support consolidation and tracking of RC Care user support, case processing and client communications, working independently and with other Casework Transformation Operations staff to identify trends, project futures volumes, make business decisions, and report issues to leadership. Develop and refine process documentation related to basic RC Care troubleshooting. Serve on-call rotations to support overnight and weekend casework user support, approximately 1 week of every month Scope: Individual contributor that works under limited supervision and 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: N/a Skills & Abilities: Ability to work on a team. Travel: Travel may be required up to 10%. 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 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. The work environment will consist of moderate noise (i.e. business offices with computers, phones and printers, light traffic). The employee must have the ability to work in a small cubicle and have the ability to sit at a computer terminal for an extended period of time.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Pay Information The salary range for this position is $57,816.00 - $64,240.00 This job will be posted for a minimum of five business days and extended if the applicant pool needs to be expanded. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. Benefits For You Medical, Dental Vision plans Health Spending Accounts & Flexible Spending Accounts PTO: Starting at 15 days a year; based on FLSA status and tenure Holidays: 11 paid holidays comprised of six core holidays and five floating holidays 401K with 6% match Paid Family Leave Employee Assistance Disability and Insurance: Short + Long Term Service Awards and recognition Equal Opportunity The American Red Cross is an Equal Opportunity 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. Fair Chance Ordinance Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws. EONS Partner AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations. Volunteering Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions. EEOC Summary To view the EEOC Summary of Rights, click here: Summary of Rights #J-18808-Ljbffr American Red Cross