CareTeam Case Manager

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.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Safety, Security & Environment has an exciting career opportunity for a full time CareTeam Case Manager reporting to the Manager, Corporate Incident Management

Position Summary:

CareTeam Case Manger’s 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 Case Managers 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 Case Mangers 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.

Perform other duties and special projects as assigned. 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management. 

Qualifications, Knowledge and Skills

• Educational Requirements: An associate degree in a related discipline is required, with a bachelor’s degree preferred, or equivalent work experience.
• 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.

Knowledge and Skills

• 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. Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations.
• Organizational Skills: Highly organized in record-keeping and maintaining internal and external communications. Capable of managing diverse projects and requests concurrently within strict time constraints.
• Teamwork and Independence: Ability to work effectively independently and as part of a team.

Power Skills

We know there is a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We will hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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