Helpline Coordinator

Position Overview

Position Type: Full-time with benefits
Expected Start Date: April 1, 2024
Reports to: Client Engagement Manager (CEM)

  • Maryland residency with regular access to a vehicle is preferred.
  • Bilingual in Spanish and English preferred.

Application deadline: February 9, 2024

>> APPLY

>> VIEW & DOWNLOAD JOB DESCRIPTION PDF

About Baltimore Abortion Fund

The Baltimore Abortion Fund (BAF), founded in 2014, is a nonprofit organization that provides assistance to individuals who live in or travel to Maryland for abortion care. BAF is part of the National Network for Abortion Funds, which includes over 70 independently operated funds across the United States supporting the reproductive health decisions of their callers. BAF operates a confidential helpline and makes financial commitments to fill the gap between what callers can afford and the full cost of their procedures, connects callers to practical support resources, and provides information on how to access abortion care. Using an intersectional reproductive justice lens, BAF works to dismantle white supremacy by removing systemic barriers people face when accessing abortion care. BAF also actively works to reduce abortion stigma within Maryland and participates in the broader conversations shaping local and state-wide policy affecting our callers. Learn more about our impact here.

The Opportunity

BAF seeks a Helpline Coordinator to join the four-person Resource Coordination (RC) team. This entry-level position will serve as an access point to BAF services for abortion seekers, conducting intake and making financial commitments on behalf of BAF’s clients. As BAF expands its full-time staff, the ideal candidate will embrace a role that evolves and grows with the organization. Bilingual proficiency in English and Spanish is preferred, but all applicants are welcome.

Key Responsibilities

Intake (20%)

  • Primarily responsible for client-centered intake via calls, texts, and emails.
  • Ensures all client communications are answered within 72 hours or three business days of receipt in collaboration with RC staff and volunteers.
  • Supports the Practical Support Program by conducting phone-based intake.

Service Delivery (60%)

  • In collaboration with Volunteer Case Managers (VCMs), manage a caseload of clients and provide compassionate and trauma-informed support through intake, limited case management, and follow-up.
  • Work with VCMs and funding partners to resource client appointments, making financial commitments based on BAF’s internal budget.
  • Provide resource referrals for relevant services and other sources of funding.
  • Oversee the funding inbox, respond to funding requests, and send accurate and timely pledges to clinics in collaboration with the Case Management team.

Data Entry (10%)

  • Collect and document demographic information from clients.
  • Performs timely data entry related to each contact: logging calls, updating database, generating pledges, updating monthly budgets, etc.

Program Support (10%)

  • Provide administrative support to the Client Engagement Manager, including but not limited to assisting in facilitating training and onboarding volunteers, supporting VCMs during their shifts, and ensuring all case management resources are accurate.
  • Attend monthly RC and all-staff meetings; support BAF events as needed.
  • Share on-call responsibilities with the RC team; one shift every five weeks. Responding to urgent client needs after hours and on Saturdays.

Key Qualifications

The Helpline Coordinator will demonstrate success through their proficiency in these key competencies:

Required 

  • One year of paid or volunteer experience providing client-centered support, case management, or advocacy, or one year of customer service experience.
  • Comfort speaking on the phone daily; willingness to conduct intake and make follow-up calls for approximately 10-40 clients per day.
  • Highly organized and detail-oriented with excellent time management skills and the ability to multitask, prioritize work, solve problems, and follow up.
  • Willingness to work remotely, with the ability to attend in-person meetings and events; work occasional evenings and weekends as needed
  • Possess basic computer skills, including reliable access to the internet and familiarity with Google Suite, and open to learning new technologies and software as needed.

Preferred

  • Preference is given to candidates who are bilingual in English and Spanish.
  • Experience working in a remote organization and on a small team; the ability to work independently as well as collaboratively in a remote environment.

Mission & Values Alignment 

  • You bring a strong commitment to abortion access and full reproductive healthcare for all. You will have an understanding and appreciation of the barriers to reproductive health and a passion for removing those barriers.
  • You are committed to an intersectional framework that includes, but is not limited to gender, economic, and racial justice.
  • You understand the values of Reproductive Justice and are comfortable implementing them in day-to-day operations.

Emotional Intelligence 

  • You demonstrate self-awareness, understand the perspectives of others, and approach interpersonal relationships with empathy.
  • Open to giving and receiving feedback and are committed to practicing this regularly.

Benefits and Salary

The salary for this position is $55,000. Benefits include employer-paid health, vision, and dental benefits; generous paid time off; and an employer-sponsored 401K retirement plan.

How to Apply

You may submit a traditional resume and cover letter, a video application, or any other form of application that highlights your qualifications and interests. Candidates are encouraged to apply even without meeting 100% of the role requirements.

Application deadline: February 9, 2024

>> APPLY

Work Environment

The physical demands and work environment described here are representative of those an employee may encounter while performing essential functions of this job. We reasonably accommodate staff members and/or 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. We encourage people from these communities to apply.


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  • Priya Hay-Chatterjee
    published this page in Openings 2024-01-10 16:20:12 -0500