Position Overview

• Position Type: Full-time with benefits
• Target Start Date: August 1, 2024
• Reports to: Co-Executive Director
• Note: Maryland or DC residency with regular access to a vehicle is required. Applicants who are not fluent in English and Spanish will not be considered. Must be authorized to work in the United States.

Applicants must be fluent in both English and Spanish to be considered. Candidates who are not fluent in Spanish should consider applying for the Client Services Coordinator role.

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. 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 clients. Learn more about our impact here.

The Opportunity

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 works remotely, communicating and coordinating support directly with clients, clinics, abortion funds, and other practical support organizations.

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
• Ensure all client communications are answered within two business days of receipt, maintaining a continuous flow of communication
• Collaborate with staff and volunteers to manage a caseload of clients, resourcing their appointments by making financial commitments, and coordinating logistical support, including but not limited to accommodations, transportation, childcare, and addressing unexpected situations
• Monitor referral forms and email inboxes, responding to requests for support or further information as needed
• Perform timely data entry related to each contact: documenting client interactions, including case notes, expenditures, and relevant paperwork
• Monitor expenses and adhere to budgetary limits while providing clients with essential support and accommodations
• Maintain proactive and timely communication with clients, abortion clinics, and relevant partners
• Share on-call responsibilities with the CST; one shift every four weeks. Responding to urgent client needs after hours and on Saturdays
• Assemble and mail emergency contraceptive kits weekly
• Support BAF events and outreach efforts as needed
• Perform other duties as assigned

Key Qualifications

• Commitment to BAF s mission, vision, and values
• Strong written and oral communication skills in English and Spanish
• At least one (1) year of experience providing case management to marginalized communities or two (2) years of general customer service or direct service work
• Dedication to providing the best service possible in a non-judgemental and client-centered approach
• Self-motivated, resourceful, creative, and able to work independently and collaboratively on a small remote team
• Strong interpersonal skills, active listening, and soft skills that prioritize empathy, understanding, and obtaining information without judgment
• Attention to detail and organization, managing multiple cases at once, and ensuring thoroughness in all aspects of work
• Excellent time management skills and the ability to multitask, prioritize work, solve problems, make decisions, and follow up
• Accountable, open to giving and receiving feedback, and committed to practicing this regularly; dedicated to continued learning
• 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
• Understanding and respectful of client confidentiality and privacy
• Willingness to work remotely, with the ability to attend frequent in-person meetings and events