Spec, CareTeam

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

 

Position Summary 

CareTeam Specialists provide emotional and logistical support and assistance to our guests and crew following difficult circumstances encountered onboard or ashore, ensuring that affected persons are adequately assisted in their care needs.  Circumstances may include, but are not limited to: crime victims, medical evacuations, missing persons, accidents onboard and ashore, as well as death. CareTeam Specialists operate on a rotating schedule, providing 24/7 coverage, executing structured case management procedures in support of those affected.  

 

Essential Duties and Responsibilities

• Crisis Support and Case Management: CareTeam Specialists provide emotional and logistical support to guests and crew during crisis events, such as medical emergencies, accidents, and criminal incidents. This includes arranging counseling services, coordinating medical disembarkations, and managing any incidents involving death or missing persons.  
• Communication and Coordination: Maintains continuous telephonic and electronic communication with impacted guests and their families until they return home. This role also involves coordinating with port agents to arrange necessary flights, hotels, transfers, and repatriations. The specialist serves as a liaison among the ship’s crew, guests, families, travel insurance, and medical facilities, ensuring all parties are kept informed and supported while also liaising with international embassies and consulates. 
• Documentation and Risk Management: Responsible for detailed record-keeping using Riskonnect (Case Management Platform) and escalating cases to Risk Management according to established guidance. The role includes transferring ongoing communications to Guest Claims and/or Guest Services as necessary. 
• Leadership and Training: Manages and mentors CareTeam Ambassadors, providing daily guidance and logistical support. Ensures that training is conducted regularly and recommended staffing levels are maintained. 
• Travel and Surge Support: In critical situations, may travel to assist directly on-site and support significant mass casualty incidents. As such, unplanned deployments and travel requirements in support of emergency operations on short notice is required. 
• Administrative Responsibilities and Continuous Coverage: Handles administrative tasks related to care provision and maintains a rotating schedule to provide 24/7 coverage. Collects data on incidents, initiates waivers for onboard charges, removes families from marketing databases post-crisis, and performs other duties as required. Confirms services supporting the guests are properly documented and approved for audit. 

 

Education, Experience, Knowledge & Skills

• Educational Requirements: An associate degree in a related discipline is required, with a bachelor’s degree preferred. 
• Professional Experience: Prior experience as a social worker, victim advocate, or case manager is highly desirable. Experience with Riskonnect/Salesforce, Smartsheet, and advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) is preferred. 
• Language and Communication Skills: Fluency in English is required. Proficiency in additional languages is preferred. 
• Knowledge in Crisis Management: A good understanding of counseling, social service agencies, and crisis intervention resources worldwide is preferred to assist guests and crew in crisis situations. 
• Travel and Availability: Must be able to travel on an ad-hoc basis, obtain a passport, and maintain a flexible schedule to support a rotating 24/7 coverage system. 
• Analytical Skills: Ability to read, analyze, and interpret scientific and technical journals, financial reports, and legal documents. Skilled in defining problems, collecting data, researching solutions, establishing facts, and drawing valid conclusions. 
• Communication Skills: Excellent interpersonal skills are necessary for effective communication across all levels of employees and management in a multicultural environment. This includes engaging with public groups, outside partners, and guests. Must possess a strong grasp of grammar and punctuation to ensure clear and concise documentation and communication. 
• Emotional Competence: Requires emotional fortitude and empathy to work with persons experiencing crises effectively. 
• Organizational Skills: Highly organized in record-keeping and maintaining internal and external communications. Capable of managing diverse projects and requests concurrently