REMOTE / INTERMITTENT PART-TIME
Humanitarian Emergency Liaison Program (HELP) Team Member
Fireside Partners, Inc. is an industry-leading provider of emergency services worldwide to some of the most well-known brands and families. Join a team that responds to emergencies and disasters around the world. Our HELP Team comprises the industry’s best, brightest, and most diverse professionals.
PURPOSE:
This position is responsible for providing professional, emotional, and compassionate logistical and humanitarian support to survivors, emergency contacts, and family members of those affected by an emergency. In addition, a HELP Team member is required to support and meet families traveling to be present at a hospital and/or witnessed or were very close to a traumatic event. The HELP Team receives significant internal training and follows particular procedures, yet is afforded a great degree of individual responsibility to problem solve and adapt/flex where needed or appropriate.
This is an intermittent part-time position that, at minimum, requires a monthly communication and training commitment.
ESSENTIAL DUTIES & RESPONSIBILITIES:
This position description intends to provide a representative summary of critical functions and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related duties other than those outlined in this job description.
RESPONSE DUTIES & RESPONSIBILITIES
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- Maintain 50% or greater deployment availability within a 12-month period
- Be prepared to deploy for a week or more, depending on the needs of the response
- Facilitate completion of immediate needs of emergency contact and/or associated survivors and/or family members via remote or in-person support
- Ensure all families, survivors, and relevant victims are receiving comprehensive, compassionate, and professional care in compliance with company standards and/or current legislative requirements
- Ensure strict compliance with all Federal, State, and municipal laws and regulations and adhere to company and managerial instruction
- Deliver exceptional care and customer service, serving as a conduit of information to connect families and dedicated contacts with the appropriate resources
- Navigate dynamic challenges, alleviate concerns where possible, and resolve situations professionally and efficiently
- Provide distraction-free focus, whether virtually or physically deployed
- Represent the Client in a caring, supporting, professional manner
- Collaborate with the National Transportation Safety Board (NTSB) Office of Transportation Disaster Assistance personnel as requested
- Maintain close communication/coordination with the FSP Emergency Operations Center (EOC) and obtain assistance when needed
GENERAL/TRAINING DUTIES & RESPONSIBILITIES
- Presents self professionally and communicates effectively verbally and in writing across geographically and socially diverse populations
- Providing Role Play demonstrations during client training courses that emphasize key aspects of family assistance and provide realism to the training experience
- Consistently maintaining the professionalism, ethics, and professional sophistication our clients expect, given their investment in our services.
- Provide clear information and communicate effectively throughout all work tasks.
- Complete all assigned work, projects, and administrative duties by the designated deadline.
- Attend company training, exercises, and drills
ETHICAL RESPONSIBILITIES
- Each team member will hold personal information regarding survivors and family members confidential indefinitely unless the team member believes that a potential safety risk exists.
- If a safety risk exists, immediately report your concern to the HELP Team Leader or, if unavailable, to the On-Site Team leader.
- Each team member will abide by the Fireside Partners Code of Business Conduct and Ethics at all times.
REQUIRED SKILLS & EXPERIENCE:
- Highly effective communicator, written and verbal
- Ability to handle confidential information professionally and with extreme discretion
- Capacity to work with families that may have just experienced the death of a family member (non-clinical applications)
- Willing to work non-standard and/or extended hours as dictated by the emergency event
- Maintains productivity and mental acuity in stressful and dynamic environments with shifting priorities
- Adept at self-management to balance personal and professional needs
- Extremely attentive to detail with the ability to problem-solve effectively
- Proficient in Microsoft Suite (Word, Excel & PowerPoint)
- Travel required with a valid passport (domestic and international)
PREFERRED/DESIRABLE SKILLS & EXPERIENCE:
- Experience in disaster response, volunteer coordination, or grief/loss counseling
- Experience in professional services (psychology, technical writing, corporate training, etc.)
- Experience in Aviation Industry (private pilot, aircraft dispatch, safety management, etc.)
- Experience in professional care services (nursing, dispatch, funeral management, etc.)
- Experience in customer service or customer experience
- Knowledge and understanding of general “First Responder” duties and responsibilities during disaster-related incidents.
EDUCATION:
- Minimum of a College Degree or Equivalent Experience.
PHYSICAL DEMANDS
- Able to lift 50 lbs. (equipment, luggage, supplies, etc.)