Client Services Coordinator

Position Overview

• Position Type: Full-time with benefits
• Target Start Date: August 3, 2024
• Reports to: Co-Executive Director
• Notes: Applicants must be authorized to work in the United States at the time of application. Maryland or DC residency with regular access to a vehicle is required. Applicants who are fluent in English and a second language will be prioritized.

The Opportunity

The 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 intakes 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 
• At least one 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-judgmental 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

The salary for this position is $55,000. Benefits include employer-paid health, vision, and dental benefits, unlimited paid time off, remote work stipends, and an employer-sponsored 401(k) retirement plan.

You may submit a traditional resume and cover letter, a video application, or any other application that you believe highlights your qualifications and interests. Candidates are encouraged to apply even without meeting 100% of the role requirements.

Priority Application Deadline: May 29, 2024

Final Deadline: June 7, 2024