Chicago Abortion Fund ยท 10 hours ago
Caller Support & Follow-Up Program Manager
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$78K/yr - $97K/yr
2+ years expChicago Abortion Fund is committed to advancing reproductive autonomy and justice. The Caller Support & Follow Up Program Manager will lead post-abortion engagement and care, focusing on building relationships with grantees and individuals who have had abortions, while overseeing support programming and team management.
Civic & Social Organization
Responsibilities
Manage the day to day operations of caller follow-up programming, including the structure of phone, text, and email based communications
Along with the Director of Service Delivery and cross departmental collaborators, support the design, implementation, and evaluation of post-abortion care programs, such as Community Care Circles
Collaborate cross departmentally to support leadership development pipelines for CAF grantees, including storytelling and organizing opportunities
Support the development of caller-facing materials for community engagement pathways (e.g., pamphlets, web content)
Collaborate with other Program Managers where appropriate to incorporate caller feedback into program design
Serve as relief for Senior Support Coordinators as needed
Serve as primary Support Coordinator of last resort in the event that an assigned Support Coordinator or case manager is unable to work their shift or work with a specific client
Supervise, coach, and support coordinator-level program staff
Lead onboarding, skill-building, and training related to helpline support coordination
Facilitate regular coaching and case review sessions to ensure compassionate and consistent care
Drive the development of a healthy team culture grounded in deep collaboration, trust, curiosity, equity, feedback, and sustainability
Work with the Director of Service Delivery to align follow-up programming with the overall service delivery model
Coordinate with Development, Advocacy, and Communications staff to elevate caller stories and needs
Partner with Operations and other programs staff members to ensure smooth handoffs and care continuity across programs
Maintain and support compliance with documentation and evaluation systems in relevant databases, in coordination with the Operations team
Works pro-actively and in good faith to support and strengthen the overall stability and effectiveness of the organization
Co-create and maintain a culture that fosters deep collaboration, trust, and coordination across functional organizational areas
Maintains a collaborative, positive, professional and friendly approach to working with supervisor, other staff, grantees, and external stakeholders
Actively participate in required convenings, summits, retreats, and staff meetings, and participate in required staff communications
Update professional knowledge by participating in educational opportunities approved by CAF, maintaining networks, and participating in professional organizations as relevant to the role
May be involved in other cross-department work including but not limited to supporting development, operations, and communications as assigned by the supervisor
Perform other duties as assigned by the supervisor
Qualification
Required
2+ years of work experience leading a team, organization, or group through transformation or change
2+ years of continuous work experience in case management, customer service, social services, call center or related work
Flexible approach to work and ability to effectively manage ambiguity in a dynamic work environment
Excellent organization, time management, and detail orientation
Self-motivated, resourceful, creative, and able to work with a significant amount of autonomy; strong problem solving skills
Commitment to and understanding of reproductive justice and demonstrated experience supporting low-income communities and communities of color
Experience in assisting people with receiving services with compassion, kindness, and empathy
Strong interpersonal and communication skills
Demonstrated ability to collaborate in leadership roles
Ability to work within a small team effectively and make collaborative decisions
Ability to lead and train staff, interns, students, and volunteers
Willingness to work a flexible schedule including some evenings and weekends
Experience with confidential information management
Records maintenance skills and ability to gather and analyze statistical data
Demonstrate broad experience with some combination of: Google Suite, task management software and social media
Preferred
Familiarity with and/or past attendance of CAF Community Circles programming or other post-abortion programming
Fluency in languages other than English is a plus
Benefits
401K with up to 5% employer match
Unlimited paid time off, including a mandatory four weeks off
Paid parental leave
100% employer-paid health insurance premiums (medical, dental, vision) with 50% dependent coverage
Observance of federal holidays
Company
Chicago Abortion Fund
For 40 years, we've been tearing down barriers to abortion care in Chicago, the Midwest, and beyond.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase