Emergency Communication Services

If I have an emergency and need to contact my family or service member, how do I access the Red Cross Hero Care Network?

The Red Cross Hero Care Network is free and available 24/7/365. Military families experiencing a family emergency are encouraged to talk to a Hero Care specialist at +1 877-272-7337, submit a case with our Hero Care app by texting GETHEROCARE to 90999, or visiting us online at redcross.org/ecm ».

Who is eligible to receive emergency messages?

• The following military populations are eligible:
• Active-duty Army, Marine Corps, Navy, Air Force, Space Force or Coast Guard
• Activated members of the Guard and Reserve of all branches of the U.S. Armed Forces
• A civilian employed by or under contract to the Department of Defense and stationed outside the continental United States
• A cadet or midshipman at a service academy; ROTC cadet on orders for training
• A Merchant Marine aboard a U.S. Naval Ship

Do I need all my information before calling the Hero Care Center?

Emergencies are time-sensitive, and getting your message to your service member quickly is our top priority. To ensure each case is processed swiftly and efficiently, it's crucial to have all the necessary information ready when you call. This helps us verify the event and transmit the message promptly, ensuring the service member can get home as soon as possible. Please have the following information ready when you call:
 

• Service member’s full legal name
• Service member’s rank/rating
• Branch of service (Army, Navy, Air Force, Marines, Coast Guard)
• Service member’s social security number or date of birth
• Military unit address
• Information about the deployed unit and home base unit (for deployed service members only)

Does the Red Cross grant service members leave?

No. The Red Cross does not authorize emergency leave. The Red Cross quickly and independently verifies the emergency, enabling the service member’s commander to make an informed decision regarding emergency leave. Leave decisions are made by the service member’s commander. If leave is approved, the Red Cross works with the service member’s military aid society to facilitate a trip home if eligible and appropriate.

What qualifies as an emergency or significant life event?

Emergencies may include the critical illness/injury or death of an immediate family member or other critical in nature and time-sensitive situations requiring the presence of a service member. Significant life events include occasions such as the birth of a child.

Can the Red Cross provide financial assistance to members of the military community?

Through our Hero Care Network, the Red Cross connects eligible actively serving military members, retired service members and their dependents to financial assistance provided by military aid societies. Assistance can include funds for emergency travel, emergency food, shelter and more. To learn more or send a financial assistance request, visit redcross.org/saf », download the Hero Care app by texting GETHEROCARE to 90999, or call a Hero Care specialist at 877-272-7337.

Why can't the military provide for communication between members of the armed forces and their families, instead of the Red Cross?

Even at a time when families can stay connected through e-mail and cell phones, Red Cross emergency communications messages are critical during times of emergency. Red Cross workers are able to quickly verify the circumstances of a family emergency and provide a confidential report to a service member’s commanding officer. This helps military authorities make timely, informed decisions on when, and whether, to send someone home armed with the best information available. When days, hours and minutes matter, the Red Cross is able to help make a trusted connection.