Chicago Abortion Fund

Caller Support Program Manager

Chicago Abortion Fund

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

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Salary

💰 $78,374 - $96,758 per year

About the role

  • 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

Requirements

  • 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
  • Familiarity with and/or past attendance of CAF Community Circles programming or other post-abortion programming
  • 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
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
case managementcustomer servicesocial servicescall center operationsrecords maintenancedata analysisprogram designprogram evaluationtraining and onboardingcoaching
Soft skills
leadershipcollaborationcommunicationorganizationtime managementproblem solvingflexibilityautonomyempathycompassion