Chicago Abortion Fund

Program Manager

• 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
• Co-create and maintain a culture that fosters deep collaboration, trust, and coordination across functional organizational areas
• 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

Caller Support Program Manager

Account Manager

• Ensure smooth and seamless daily helpline operations, including vendor and tool usage and caseload balance for support coordinators
• Oversee management of CAF’s logistical support partnership network, including lodging, transportation, childcare, and related services, ensuring coordination centers caller experience and safety.
• Partner with vendors and service providers to troubleshoot barriers and ensure callers receive timely, compassionate logistical support.
• Translate findings from research partnerships into program changes, policy recommendations, and internal learning, collaborating with relevant departments on strategic program design and vision.
• Identify gaps and opportunities in the regional care ecosystem and lead development of new initiatives, partnerships, or workflows in response.
• Shape the long-term vision for CAF’s hospital partnerships, logistical support systems, and complex care infrastructure (in collaboration with leadership team)
• Collaborate with relevant clinical and municipal stakeholders, as well as internal departments, to further the mission of the complex care program.
• Oversee care coordination for callers who require complex abortion care, working to ensure seamless navigation across internal teams and external health systems.
• Develop and refine protocols for complex case escalation and care coordination in collaboration with the Director of Helpline Services and support of Program Managers.
• Oversee external research collaborations, ensuring alignment with CAF’s mission, values, and ethical standards.
• Work collaboratively with partners to identify emerging needs, barriers, and opportunities for increased access and improved care.
• Manage relationships with external clinical and research staff, serving as the primary point of contact and ensuring timely information-sharing, program alignment, and strong referral pathways.
• Build strategic relationships with partners, funders, researchers, and community stakeholders to expand CAF’s influence, collaboration, and reach.
• Support both the Complex Care Program Manager and the Research and Community Care Program Manager in implementing research projects, managing relationships with academic partners, and contributing to data-driven program improvement.
• Represent CAF in external strategy groups, coalitions, advisory bodies, and collaborative initiatives related to complex care and logistical support for abortion access.
• Lead coordination of vendor contracts; serve as main point of contact for collaboration and logistics with travel and clinical partnerships
• Maintain partnerships with external partners to strengthen referral networks and collaborative initiatives.
• Partner with the operations department to ensure seamless coordination of patient travel and support services.
• Support with troubleshooting communication, billing, and other issues.
• Ensure implementation of CAF policies and practices across service delivery teams, including but not limited to data protection and confidentiality.
• Collaborate with internal teams to integrate research, evaluation, and program learnings into service design.
• Work closely with the Director of Helpline Services to manage relationships with grantees and relevant leadership pipeline consultants to strengthen helpline partnerships.
• Supervise, coach, and support the Complex Care Manager, Research and Community Care Program Manager and coordinator-level program staff.
• Steward internal leadership pipelines by developing and supporting opportunities for professional growth and leadership among manager and coordinator-level program staff.
• Drive the development of a healthy team culture grounded in deep collaboration, trust, curiosity, equity, feedback, and sustainability.
• Lead annual planning, goal setting, and evaluation processes for service delivery teams alongside the Director of Helpline Services.
• Engage in outreach activities to raise awareness of CAF’s mission and services.
• Act as a public spokesperson as needed in media, conferences, and convenings.
• Works pro-actively and in good faith to support and strengthen the overall stability and effectiveness of the organization.
• Actively participate in required internal and external meetings, and respond in a timely manner to CAF staff communications.
• Participates proactively to fulfill staff duties, including making every effort to meet deadlines.
• Update professional knowledge by participating in educational opportunities approved by CAF and professional organizations as relevant to your role.
• Perform other duties as assigned by supervisor.

Caller Support Program Manager

Director of Helpline Partnerships