Regional Client Care Manager

About the role

As a Regional Client Care Manager, you will lead efforts to build and maintain a volunteer-led team that provides comfort, care, and direct assistance to families following a disaster both locally and nationally. This position serves as the region’s point of reference to ensure the region’s Client Care workforce has working knowledge of national policies, standards, procedures, and guidance to execute the Client Care suite of programs and services, including disaster casework, disaster disability integration, disaster health services, disaster mental health, disaster spiritual care, and local response to fires and other incidents in a consistent and equitable fashion.

Regional disaster employees are required to deploy to disaster relief operations outside of their region at least once a year. Deployments contribute to skill building, career development, and exposure to different types of disasters. Allowances may be provided for personal circumstances and local response activity. Employees must meet all training and physical capacity requirements for deployment.

Responsibilities

• Empower Volunteers: Lead and support a diverse volunteer team responsible for implementing volunteer-led disaster cycle services programming throughout the assigned geographic area or functional activities within the region.
• Lead the Program: Implement either disaster cycle services activities within the assigned geographic area or specific functional activities within the region.
• Mission Capacity Building: Develop and support disaster volunteers who are the primary workforce and representative of the communities they serve, both culturally and linguistically. Cultivate and develop Disaster Leadership Volunteers, including volunteer partners, to meet responsibilities in disaster readiness, preparedness, response, and recovery.
• Engage Community: Lead and coordinate efforts in the assigned geographic area to prepare and mobilize communities and engage partners with specific functional expertise and assets to prepare for, respond to, and recover from disasters and emergencies.
• Manage in a Matrix: Build relationships and collaborate in the matrix management environment with internal partners, including employees and volunteers.
• Know Your Communities: Act as the Red Cross disaster subject matter expert within the assigned geographic area to maximize Red Cross presence and community engagement and mobilization.
• Ready to Respond: Initiate and coordinate disaster relief operations in the assigned geographic area or functional activities in the region in alignment with the Disaster Cycle Services Concept of Operations.

Requirements

• Education: Bachelor’s degree required, or equivalent combination of education and related experience.
• Experience: Minimum 5 years of related experience building, mobilizing, leading, and developing volunteer teams to execute a social services program or service.
• Travel: Travel may be required.

Required Skills and Abilities

• Demonstrated ability to coach/mentor to accomplish work through team leaders.
• Excellent interpersonal, verbal, and written communication skills.
• Demonstrated analytical and decision-making skills to interpret program trends, formulate recommendations, and develop creative processes for continuous program or service improvements.
• Intermediate level proficiency with Microsoft Office software, including Word, Excel, PowerPoint, and Outlook.
• Ability to work outside of regular duty hours including nights and weekends.
• Residency Requirements: Regional leadership and functional employees are expected to work daily within their region’s geographic area to provide leadership and functional support, engage and mobilize communities, and support volunteers.

Pay

The salary range for this position in Massachusetts is $72,240 – $76,124. The specific salary will be shared during phone screening based on your location and qualifications.

Physical Requirements

• 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.
• The work environment consists of moderate noise (e.g., business office with computers, phones, and printers, light traffic).
• The employee must have the ability to work in a small cubicle and sit at a computer terminal for an extended period of time.

Preferred Qualifications

• Strong Client Care experience.