Position Overview

Position Type: Full-time with benefits
Target Start Date: November 3, 2024
Reports to: Client Services Manager

Note: Applicants must be fluent in both English and Spanish to be considered. Maryland or DC residency with regular access to a vehicle is required. Must be authorized to work in the United States at the time of application.

Priority Application Deadline: September 16, 2025
Final Deadline: September 24, 2025

>> APPLY HERE

About Baltimore Abortion Fund

The Baltimore Abortion Fund (BAF), founded in 2014, is a nonprofit organization that assists individuals who live in or travel to Maryland for abortion care. BAF operates a confidential helpline offering financial and logistical support to help fill the gap between what clients can afford and the total cost of their abortion care. Learn more about our organization.

Please note: our organization is in the process of an exciting rebrand, which includes a new name, visual identity, and refreshed values. While our core mission and focus will remain unchanged, we will be operating under this new identity by the time you begin your role. We want to ensure that you are informed and comfortable with this transition before you continue with the application.

Position Responsibilities

The Bilingual Client Services Coordinator is a part of the Client Services (CS) team, providing financial and logistical support to abortion seekers living in or traveling to Maryland. The CS team communicates and coordinates support directly with clients, clinics, abortion funds, and other practical support organizations.

This position is not 100% remote. While the majority of responsibilities are completed remotely, candidates should expect to travel to Baltimore City 3–5 times per month for in-person meetings or events. Travel throughout Maryland may also be required to support clients, visit clinics, or participate in outreach efforts.

Responsibilities include, but are not limited to: 

• Conduct over-the-phone intake in English and Spanish with potential clients to assess their financial and logistical needs.
• Monitor referral forms and email inboxes, responding to requests for support or further information as needed.
• Ensure all client communications are answered within two business days of receipt, maintaining a continuous flow of communication.
• Maintain consistent and proactive communication with clients, clinics, and partner organizations to ensure smooth service delivery.
• Collaborate with staff and volunteers to manage a caseload of clients, making financial commitments, coordinating logistical support, including but not limited to accommodations, transportation, childcare, and addressing unexpected situations.
• Monitor expenses and adhere to budgetary limits while providing clients with essential support and accommodations.
• Perform timely data entry related to each contact: documenting client interactions, including case notes, expenditures, and relevant paperwork.
• Conduct follow-up after service delivery to gather feedback and ensure clients have received adequate support.
• Share after-hours coverage responsibilities with the CS team, including weekday evenings and Saturdays, to address urgent client needs.
• Support the training of new volunteers or staff members on client intake, case management systems, or protocols.
• Support the emergency contraceptive program by assembling and mailing emergency contraception kits as needed.
• Support BAF’s outreach initiatives and events as needed, including on-site assistance and community engagement.
• Identify and report trends, challenges, or system inefficiencies to help improve service delivery or internal workflows.
• Perform additional duties as assigned by supervisor or organizational leadership.

Key Qualifications

• Commitment to BAF’s mission, vision, and values
• Dedication to delivering non-judgmental, client-centered services
• Bilingual proficiency in English and Spanish, with strong written and verbal communication skills
• Minimum of one (1) year of experience providing direct support via a hotline or helpline, or two (2) years of experience in general customer service or direct client support
• Experience collaborating with or supporting volunteers in a service delivery or nonprofit setting
• Strong interpersonal and active listening skills, with the ability to engage empathetically and gather information without judgment
• Self-motivated, resourceful, and creative; able to work both independently and collaboratively on a small, remote team
• Effective time management, with the ability to multitask, prioritize, solve problems, make decisions, and follow up proactively
• Excellent attention to detail and organizational skills; capable of managing multiple cases and ensuring thorough follow-through
• Comfortable with basic budgeting tasks and making financial decisions aligned with internal policies
• Accountable and open to giving and receiving feedback; committed to ongoing learning and professional development
• Basic computer literacy, including reliable internet access and proficiency with Google Suite; familiarity with Salesforce or similar case management software, and willingness to learn new tools as needed
• Understanding of and respect for client confidentiality and privacy
• Willingness to work remotely, with the ability to attend frequent in-person meetings and events

Benefits and Salary

Benefits include employer-paid health, vision, and dental benefits, generous paid time off, remote work stipends, and an employer-sponsored 401(k) retirement plan.

Hiring Range $60,000 - $64,000 per year based on experience
Salary Range $60,000 - $72,000 per year

To ensure equity in compensation, particularly for marginalized groups who may be less likely to negotiate, BAF maintains a no-negotiation policy for starting salaries. All offers are based on clearly defined salary brackets that reflect market rates, the job description, and the candidate’s skills and experience.

How to Apply

You may submit a traditional resume and cover letter, a video application, or any other application highlighting your qualifications and interests. Though Spanish proficiency is required, candidates are encouraged to apply even without meeting 100% of the other role requirements.

Priority Application Deadline: September 16, 2025
Final Deadline: September 24, 2025

>> APPLY HERE

Work Environment

The physical demands and work environment described here are representative of those an employee encounters while performing essential functions of this job. We reasonably accommodate staff members and applicants with disabilities.

An Equal-Opportunity Employer with a Commitment to Justice

As an organization working in solidarity with the reproductive justice movement, BAF is committed to fostering leadership and elevating the voices of women, young people, people of color, Native people, immigrants and refugees, low-income people, LGBQ+, and transgender, gender non-conforming, and non-binary people, people who have had abortions, people with disabilities, young parents, people who were formerly imprisoned, people who have received funding for abortions, and people living in the many intersections of these experiences.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, socioeconomic background, familial status, sexual orientation, national origin, ability, age, or veteran status.