Director of Client Services

EXECUTIVE SUMMARY

More people than ever before are being forced to travel for abortion care. The Brigid Alliance is working to build a country where abortion care is borderless, burden-free, and accessible to all. However, there is an epic crisis of abortion access in the United States, with many states now having total or near-total bans on abortion – and it doesn’t stop there. With the ever-changing legal landscape, many more states are still at risk of implementing these bans. Today, over two and a half years after the Supreme Court ruled to dismantle Roe v. Wade, the number of people who need to travel for abortion care has quadrupled, straining limited resources already in existence and requiring individuals to cover hundreds of miles from home to receive such critical care. The Brigid Alliance is proud to be part of an ecosystem of support organizations that is propping up abortion care access in this country in an increasingly hostile environment.

The Brigid Alliance is also at a pivotal inflection point. In the face of this hostile landscape, the organization is rapidly growing its capacity and deepening its role as a vital service provider within the reproductive health ecosystem. Internally, the team is navigating both opportunity and urgency—scaling systems, refining strategy, and strengthening culture to meet this moment and prepare for the future.

The Brigid Alliance seeks a Director of Client Services to play a key leadership role in shaping and driving the next phase of vision and strategy for client services. Reporting to the Executive Director, this leader will guide the internal pace, scale, and capacity of the program, assess opportunities to expand support, and collaborate across the organization to enhance service delivery. They may occasionally provide direct support to clients alongside the team.

The Director will oversee a dedicated, trauma-informed team of program managers and coordinators who provide non-judgmental, compassionate support to abortion seekers. They will supervise, train, and mentor staff by fostering open communication, supportive guidance, and collaborative decision-making.

The ideal candidate brings a deep commitment to reproductive justice, organizational leadership experience, and a strong lens toward racial and economic justice. This person will be a relational leader excited by systems improvement, cross-functional collaboration, and the opportunity to help Brigid grow its impact while staying grounded in care, equity, and sustainability.

Please note that Brigid Alliance is only able to hire remotely in the following states and jurisdictions: Alaska, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Hampshire, New Mexico, New Jersey, New York, Oregon, Rhode Island, Vermont, and Washington.

ABOUT THE BRIGID ALLIANCE

The Brigid Alliance is a nationwide practical support organization that supports people who must travel long distances for abortion care. Working across the United States, they arrange and fund confidential travel, lodging, childcare, and logistical assistance, closing the gap between the need for an abortion and the ability to access one. They work in partnership with independent and nationally affiliated clinics, abortion funds, local and regional practical support organizations. The Brigid Alliance envisions a world where everyone has access to abortion care, uninhibited by stigma, and free of systemic or geographic barriers.

Since launching in August of 2018, The Brigid Alliance has assisted over 6,400 individuals and families from all 50 states, the District of Columbia, and Puerto Rico, prioritizing clients beyond 15 weeks of pregnancy for whom it’s generally more expensive and harder to find a provider near home. They work with individuals and communities disproportionately affected by abortion restrictions: individuals living at or below the federal poverty line, people of color, minors, undocumented immigrants, LGBTQ+ individuals, people living in communities with limited transportation infrastructure, individuals living in states hostile to women’s healthcare, disabled people, survivors of abuse, and those who rely on Medicaid or are uninsured. They are a crucial part of the reproductive health ecosystem connecting the geographic and metaphorical dots between policy, providers, practice, and patients. By alleviating the logistical barriers and financial obstacles of access to care, they are working to ensure that everyone has access to abortion care, no matter where they live.

OPPORTUNITIES AND CHALLENGES FOR THE DIRECTOR OF CLIENT SERVICES

Leadership & Strategy

• Lead and mentor a high-performing team, with direct supervision of four (4) Client Services Program Managers, Senior Bilingual Referral Manager, and Client Services Database Manager.
• Develop and implement a comprehensive client services strategy aligned with the organizational mission, vision and strategic plan.
• Drive continuous improvement and expansion of client services and the department’s processes and tools to enhance client experience, while maintaining a sustainable client load and staff well-being.
• As a member of the Strategy & Impact Team, collaborate with the Executive Director and Directors to shape organization-wide decisions and share responsibility for the organization’s results.
• Build and foster a strong relationship with the Board of Directors, providing analysis around key performance indicators and progress of the client services program.
• Identify and create opportunities for collaboration and partnerships with external stakeholders.
• Represent the organization at conferences and workshops, occasionally serving as a spokesperson for the organization with members of the press.
• Partner with the External Relations team on donor proposals, reports, meetings, and briefings.
• Regularly report on department performance, client satisfaction, and key metrics to the Executive Director and Board of Directors, offering insights and recommendations for improvements.

Client Services Program Management and Operational Oversight

• Lead the process for creating annual goals and work plans aligned with the strategic plan.
• Provide leadership and support around the internal vision and goals for the client services program, assessing the pace and scale and reimagining opportunities for realistic growth and capacity.
• In partnership with the Directors of Operations and External Relations, prepare annual budgets and expense projections throughout the year and assess progress and goals in alignment with the organization’s mission and strategy.
• Provide budget oversight and financial leadership support for the Client Services Program and team.
• In partnership with the Client Services Program Managers, oversee development and delivery of program updates and reports to the Board and staff about the client services scope, scale, capacity, and goal setting.
• Foster partnerships with clinics in the US and internationally, expanding the number of clinics with whom The Brigid Alliance works.
• Partner with the External Relations team on the monitoring and evaluation of the Client Engagement Program.

Lead and Support Client Services Team and Culture

• Cultivate a positive team and organizational culture centered on trust, empathy, transparency, and well-being.
• Supervise and support the Client Services Program Managers, Senior Bilingual Referral Coordinator, and Client Services Database Manager.
• Act as the primary escalation point on client issues, working with Client Services Program Managers and Coordinators to resolve complex challenges quickly and effectively.
• Provide case management for 1-2 clients per month and assist and provide compassionate services to clients when client services are in high demand.
• Ensure the quality and continuity of Brigid’s care and relationships with clients, partners, and communities.
• In partnership with the Client Services Program Managers and Client Services Database Manager, manage and assess process and systems security and improvements of the database and its protocols.
• Ensure all program services, protocols, and internal and external program policies align with Brigid’s mission and complies with legal and policy requirements.
• Provide leadership support to the Client Services team, aiding in determining scale, scope, realistic goals, and capacity with managing and anticipating caseloads.
• Cultivate professional development opportunities, lead, and implement continued education training for Client Services team members.
• Cultivate and maintain strong relationships with all current and potential partners (e.g. clinics, abortion funds, local/regional/national social services, practical support organizations and volunteer networks).

The above statements are intended to describe the general nature and level of work being performed by the person holding this position. It is not an exhaustive list of all duties and responsibilities. The Brigid Alliance reserves the right to amend and change responsibilities to meet organizational needs as necessary.

DESIRED QUALIFICATIONS

While no one candidate will embody all the qualifications enumerated below, the ideal candidate will possess many of the following professional and personal abilities, attributes, and experiences:

• 7-10 years of case management and/or relevant experience working in the social services sector, including work with vulnerable communities.
• Master’s degree in social work, JD, and/or related field strongly preferred.
• 5+ years of experience managing a team of direct reports, with experience managing managers preferred.
• Bilingual in English and Spanish.
• Experience with management practices that empower staff and promote a healthy team environment of trust, transparency, and empathy.
• Experience and comfort in the use of case management, crisis management, and trauma-informed intervention to manage complex cases and support direct reports.
• Demonstrated success in change management, building collaborative, supportive, and cohesive teams.
• Experienced facilitator with practical and innovative problem-solving skills.
• Highly relational and values-driven, understanding Brigid’s role as an integral and transparent part of a larger network of people and organizations in the fight for fundamental reproductive rights.
• Strong organizational skills in a dynamic work environment, with demonstrated success in prioritizing and managing multiple projects, timelines, and deliverables.
• Effectively communicates and represents the organization across multiple levels both internally and externally, including leadership, the press, donors, funders, and representatives of partner organizations.
• Experience relevant to customer service, crisis intervention, mutual aid, or direct services.
• Strong critical thinking, problem solving, and written and oral communication skills.
• Self-motivated, resourceful, creative, and able to work independently and collaboratively with a small team.
• Strong interpersonal skills, active listening, and orientation to customer service that prioritizes empathy, understanding, and obtaining information without judgment.
• Open to giving and receiving feedback and committed to practicing this regularly, with a dedication to continued learning.
• Contributes to a positive work environment and open to supporting a remote culture in a growing organization.
• Respects and practices confidentiality and privacy, striving to provide the best service possible in a non-judgmental and client-centered approach.
• Unwavering commitment to abortion access and bodily autonomy and a deep understanding of barriers to abortion access, both logistical and cultural/societal.
• Experience relevant to reproductive health, public health, disability justice, racial justice, or social justice.
• Working knowledge of intersectionality and the impact that systemic barriers and historical lack of access to care can have on people’s ability to access abortions.
• Curiosity and familiarity with the changing landscape of abortion laws and legal complexities.
• Familiarity with legislative, political, and legal landscape and issues regarding abortion access.