Caller Service Coordinator

Caller Service Coordinator 

Greater Washington, D.C. Metro-Area 

ABOUT DC ABORTION FUND 

The DC Abortion Fund (DCAF) has funded abortion care in our nation’s capital and surrounding areas since 1995, and endeavors to fill the financial gaps of our callers while fighting any and all barriers to abortion access. DCAF currently serves over 6,000 people annually who live or are seeking abortion care in D.C., Maryland, and Virginia. 

DCAF is in a period of significant growth and change. In the past two years, we brought on our first paid staff members; are working to build a collaborative vision for future abortion funding with other regional funds; and are navigating a post-Dobbs landscape. Simultaneously, we seek to constantly build upon our reproductive justice values, and center our callers and communities most impacted by abortion care restrictions—Black, Indigenous, and Brown folks, as well as historically excluded communities. 

ABOUT THE ROLE 

DCAF is currently seeking a dedicated Caller Service Coordinator (CSC) to provide exceptional frontline support to callers seeking financial support for their abortions. In this role, the CSC will be directly supervised by the Caller Services and Engagement Director (CS&ED) and work closely with the Caller Services and Engagement Manager (CS&EM). The CSC will work autonomously and is responsible for providing timely, compassionate, non-judgemental assistance to all DCAF callers. This includes monitoring our warmline, doing intakes, responding to and working directly with callers seeking abortion funding, collaborating with clinics, funds, and volunteer Case Managers.

CORE RESPONSIBILITIES

Caller Service  (approximately 80% of position)

• Exceptional Caller service: Provide consistent compassionate and non-judgemental assistance to all callers 
• Monitoring our warmline/help-line and on-call phone: Manage all voicemails, e-intakes, emails and calls from abortion seekers, other funds, and clinics to provide timely, compassionate, non-judgmental care to ALL callers. 
• Autonomous Management/Working Remotely: Work independently, managing your day-to-day activities and navigate the emotional toll of providing consistent compassionate support to multiple callers who are seeking abortion services. 
• Caller intake: Complete phone intakes and accurately enter information into our caller management system, including demographic information. 
• Financial assistance: Provide caller-centered support by determining the financial and/or other needs for each individual caller to access care(may include offering referrals or coordinating logistics) and use our caller management system to create and send pledges directly to our clinic partners on behalf of callers.
• Organizational systems: Utilizing reports and dashboards generated from our caller management system to monitor, follow-up on, and document our interactions with callers.This collaborative approach ensures seamless support as a team. 
• Advocacy: Act as a strong advocate for all of our callers aiming to break down financial barriers to access, reduce abortion stigma and promote positive abortion experiences. 
• Implementing changes: Work with the CS&E leadership team to implement any changes to improve the services that we provide to our callers. 
• Safety and Security: Ensure security practices according to DCAF’s policy to protect our callers information, including using encrypted email, signal, and using the minimal amount of caller information to complete the task. 
• Supporting diverse populations: Within our scope, provide support to a variety of caller populations (teenagers, young adults, immigrants, etc.) experiencing a wide range of emotions regarding their abortion

Other Duties: (approximately 20% of position)

• Budget Oversight: Monitor the program budget and keep the CS&E team informed of budget needs.
• Data collection: Accurately and consistently collect data to identify trends and improve care in collaboration with the DCAF leadership team and other departments. 
• Resource management: Maintain up-to-date fund and clinic contacts, contributing to the development of new resources and enhancements to existing ones.  
• Technical support: Address warmline, email, and other tech issues in real-time to ensure seamless access to our services. 
• Continuous learning: Engage and participate in training and ongoing learning opportunities so the care that we provide remains up-to-date, incorporating the latest research and resources available. 
• Implementing changes: Work with the CS&E leadership team to implement any changes to improve the services that we provide to our callers. 
• Safety and Security: Ensure security practices according to DCAF’s policy to protect our callers information, including using encrypted email, signal, and using the minimal amount of caller information to complete the task.
• Other responsibilities: Take on additional responsibilities as assigned by leadership. 

ABOUT YOU

Our ideal candidate will:

• This person will need to be a detail-oriented proactive problem solver that has the ability to manage multiple cases simultaneously
• Have a strong commitment to abortion access and the full spectrum of reproductive health care for all, as well as personal and professional alignment with our values
• Be comfortable with and excited about working independently and managing your caller caseload 
• Feel confident about their ability to navigate the emotional toll of providing consistent compassionate support to multiple callers who are seeking abortion services
• This person will also need exceptional client service and adaptability to work within the complex and ever-changing abortion access landscape.

Due to the nature and context of our work, we deeply value candidates that either bring lived personal or professional experiences that align with the experiences of our callers, our community, our movement, or intersectional ecosystems (gender, economic, racial justice, etc.). This type of experience may come from direct exposure to the abortion funding or reproductive justice community, experience working with adjacent healthcare or social services sectors, or involvement in community organizing for progressive causes.

We are also seeking candidates that have a commitment to building an inclusive environment that prioritizes the wellbeing of all involved with our fund, and those committed to racial justice and working with individuals from diverse backgrounds and experiences. 

Lastly, while no one candidate will embody all the qualifications listed below, the ideal candidate will also possess many of the following abilities, attributes, and experiences: 

Required Skills: 

• Basic computer skills, including reliable access to the internet and open to learning new technologies and software as needed.
• Ability to make calls in a private workspace. 
• Lives in the D.C. metro community and has the ability to attend in-person training and programming in D.C. 
• Demonstrated ability to work with a high volume of clients and multiple case records simultaneously. 
• Ability to work autonomously in a remote work environment while seamlessly collaborating with a team. 

Preferred Soft Skills: 

• 2+ years of experience in customer service, multiple phone lines, call center, or service industry. 
• Proactive problem solver. 
• Possess excellent organizational and time management skills, and strong attention to detail.
• The ability to manage multiple cases simultaneously. 
• Flexible approach to work and ability to effectively adapt as needed due to the ever changing landscape of abortion care and the changes within our community.
• Ability to actively listen. 
• Emotional intelligence. 
• Self-motivated, resourceful, creative, and able to work with a significant amount of autonomy.
• Open to giving and receiving feedback and committed to practicing this regularly.
• Demonstrated investment in the advancement of the communities we serve
• Commitment to an intersectional framework that includes, but is not limited to, gender, economic, and racial justice.

Preferred Hard Skills: 

• Proficiency in Google Suite.
• Proficiency in Salesforce or the ability to learn new software.
• Bilingual in Spanish and English

****A college degree is not required for this position.

COMPENSATION & ADDITIONAL INFORMATION 

The salary range for this position is $50,000 - $55,000, subject to experience and unique skills applicants bring to the role. We reject hiring practices that don't recognize the value of lived experience or language skills, and we know many of the identities that make up the DCAF community are also ones whose work is systemically undervalued, including but not limited to: Black, Indigenous, and People of Color, women, queer and trans people, parents, immigrants, young people, and care workers. If that’s you, we highly suggest you apply—and don't be shy about the value you bring to this role.

Benefits

• A comprehensive health, dental, and vision benefits package through DC HealthLink.
• Unlimited paid time off and paid holidays for all full-time staff members. 
• Flexible work schedule, including the option to work remotely and/or in our downtown D.C. office and core hours of 10 AM - 4PM.
• $500 one-time stipend to cover work from home costs.

The majority of the work will be remote except for in person events, meetings, clinic visits, etc. As mentioned, there is also the option to work from our office in downtown D.C. 

HOW TO APPLY 

For more information about The DC Abortion Fund, please visit: https://dcabortionfund.org/ 

Candidates may submit their cover letter and resume via email to jobs@dcabortionfund.org. We encourage candidates to share about how they think their lived experiences and perspectives would make them an ideal fit for the role in their cover letter. 

Deadline to apply is February 23, 2024 or until the position is filled. Applicants will be evaluated on a rolling basis but are encouraged to apply as soon as possible. DC Abortion Fund is an equal opportunity employer and encourages individuals of all ethnic, racial, and socioeconomic backgrounds to apply for this position. We are committed to maximizing the  diversity of our organization to reflect the rich and varied identities of the communities and people that we serve.