Client Services Coordinator

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:

• Conduct over-the-phone intake 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 AFM events and outreach efforts as needed
• Perform other duties as assigned

Setting Expectations About the Role:

Remote Environment: This position is not fully remote. While you will work from home most of the time, there are in-person functions of this role and the organization overall. In this position, you can expect the following in-person activities:

• A monthly all-staff meeting
• A quarterly social/team activity
• Transporting clients to their appointments
• Mailing emergency contraceptive kits
• Occasional support for organization-wide events, as needed
• As-needed training

Client Transportation: This role coordinates (Lyft/volunteers) and provides (driving the client in your car) transportation. Driving a client is not a daily occurrence as we prioritize using volunteers and rideshare to take them to their appointments; however, if we cannot do either, and the client would not be able to access care otherwise, you would be responsible for driving them to and/or from the appointment. This could mean a 5-minute or a 2-hour trip, depending on where they live in proximity to the clinic they are scheduled at. We offer mileage reimbursement to compensate you for the journey.

On-Call Rotation: The on-call rotation is once every four weeks. It requires availability from 5 pm to 10 pm, Monday – Friday, and 8 am – 4 pm on Saturday, Sunday as needed. While on-call, you are responsible for triaging client emergencies after hours. It is possible to go an entire on-call week without incident. Additional compensation is provided to offset the on-call coverage.

Key Qualifications

• Commitment to AFM’s mission, vision, and values
• Strong written and oral communication skills
• 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

Benefits include employer-paid health, vision, and dental benefits, generous paid time off, health and wellness stipends, 32-hour work week, and an employer-sponsored 401(k) retirement plan.