[Hiring] Supervisor, Assisted Confirmation Pathways @American Red Cross

Role 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):

• This is a people manager position reporting to the Financial Assistance Senior Program Manager in the Casework Transformation Branch.
• Oversee 2 Assisted Confirmation Pathways Associates and a volunteer team.
• Responsibilities include leading a team of Assisted Confirmation Pathway specialists and directly supporting the Assisted Confirmations Pathways process.
• Perform all duties and responsibilities in compliance with standard operating procedures and applicable regulations.

Responsibilities

• Hire, train, and manage Assisted Confirmation Pathway staff, including Temporary Disaster Employees.
• Provide leadership, support, and direction to the Red Cross Assisted Confirmation Pathway workforce, including volunteers.
• Develop, manage, and supervise a volunteer and collateral duty team of Assisted Confirmation Pathway specialists (ACPs).
• Coordinate with the NHQ Case Processing team, DROs, and Regions to serve clients expeditiously.
• Develop subject matter expertise on Assistance Confirmation Pathways for American Red Cross financial assistance programs and Client Casework.
• Conduct identity and residency verification activities for disaster clients impacted by local and large scale disasters.
• Review client case records, RC Care information, and tracking systems to identify cases requiring outreach.
• Conduct a minimum of three client contact attempts using approved communication methods.
• Communicate with disaster clients to explain verification requirements.
• Assess identity and residency information presented by clients through approved virtual platforms.
• Document verification activities, observations, and findings in designated systems.
• Identify discrepancies, verification concerns, or incomplete information and refer findings through established review channels.
• Maintain compliance with privacy, documentation, and quality standards while delivering client-centered service.
• Work independently and with other Casework Transformation Operations staff to identify trends and project future volumes.
• Analyze program processes to identify strategies to improve the use of the RC Care system.
• Serve on-call rotations to support overnight and weekend ACP processing.
• May be asked to work an alternative schedule to ensure adequate weekend coverage.
• This is a term-limited position, with an end date of June 30, 2027.

Qualifications

• Education: Bachelor's degree or equivalent combination of education and related experience 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 strategies to achieve organizational goals.
  • Demonstrated analytical and decision-making skills.
  • Intermediate proficiency with MS Office software, including Word, Excel, PowerPoint, and Outlook.
  • Familiarity with federal, state, and local employment laws.
  • Ability to work on a team.
• Travel: up to 5-10%.

Requirements

• Physical requirements are those present in normal office environment conditions.
• Operational flexibility is required to meet sudden and unpredictable needs.
• Ability to use a personal computer, applicable software, and office equipment for sustained periods of time.
• May include sitting for long periods of time, driving a vehicle, and working under challenging conditions.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition