Caller Support and Follow-Up Program Manager

Reports to: Director of Service Delivery

Supervises: Support Coordinators, Senior Support Coordinators

Status: Full-time, minimum of 32 hours per week, exempt

Date revised: September 2025

Organization Description The mission of the Chicago Abortion Fund is to advance reproductive autonomy and justice for everyone by providing financial, logistical, and emotional support to people seeking abortion services and by building collective power and fostering partnerships for political and cultural change. We envision a world where everyone has the freedom and autonomy to create lives, families, and communities that are healthy, safe, and thriving and where the full range of reproductive choices, including abortion, are accessible and affirmed.

Position Summary The Caller Support & Follow Up Manager leads post-abortion engagement and care, including follow-up systems, emotional support programs, and leadership pathways for grantees. The Caller Support & Follow Up Program Manager reports to the Director of Service Delivery and is responsible for leading CAF’s post-abortion engagement and sustained support programming. This role is focused on deepening relationships with grantees and people who have had abortions, beyond their appointment windows. The Caller Support & Follow Up Program Manager will design, oversee, and regularly attend CAF’s Community Circle programming for people who have had abortions, create community connection, and support in executing meaningful leadership pathways for other people who have had abortions. This role includes supervision of Support Coordinators, engaged case management, facilitation of emotional support offerings, and supporting caller-led storytelling and advocacy pipelines.

The Caller Support & Follow Up Program Manager is a position created during a time of transition for the organization, and it is intended to grow into the outlined essential job functions.

Compensation & Benefits:

• Starting salary range: $78,374 to $96,758 (based on experience and qualifications).
• All full-time employees are eligible for the full benefits package including:
  • 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

Work Schedule & Location

• A full-time work week is a minimum of 32 hours over four days
• Illinois residence is required. Relocation fees are not provided by CAF
• Hybrid schedule: minimum one day in the office per week (West Loop, Chicago)

Essential Job Functions:

Program Oversight (approximately 50%)

• 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

Team Management (approximately 30%)

• 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.

Collaboration & Strategy (approximately 15%)

• 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

Other (approximately 5%)

• Works pro-actively and in good faith to support and strengthen the overall stability and effectiveness of the organization
• Co-create and maintain a culture that fosters deep collaboration, trust, and coordination across functional organizational areas
• Maintains a collaborative, positive, professional and friendly approach to working with supervisor, other staff, grantees, and external stakeholders
• 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
• May be involved in other cross-department work including but not limited to supporting development, operations, and communications as assigned by the supervisor.
• Perform other duties as assigned by the supervisor

Qualifications & Experience

• 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

Work Environment

• Standard office equipment use required (computers, scanners)
• Frequent sitting and virtual communications (email, video conferencing)
• Some off-site work may be required; accessibility will be prioritized
• Evening and weekend work may occasionally be required
• Must be able to conduct business in English; however, fluency in languages other than English is a plus. Spanish pay differential available for qualified candidates
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

How to Apply

• Please send:
  • A cover letter explaining why you are a good fit for this position
  • How you learned of the position
  • Your resume
• Submit to: chicagoabortionfund.bamboohr.com/careers
• Position expected to begin as soon as possible.

Commitment to Diversity, Inclusion, and Equality

CAF is an equal opportunity employer, committed to an equitable workplace where all staff are valued. We strongly encourage applications from women, people of color, LGBTQ+ individuals, people with disabilities, immigrants, and others underrepresented in our field.

If you need reasonable accommodation because of a disability for any part of the employment process, please email belinda@chicagoabortionfund.org or call 847-774-0456 and let us know the nature of your request and your contact information.

Disclaimer This position is supported through grant and donation funding. Continuation of employment is contingent upon the renewal of that funding. The organization remains committed to pursuing ongoing resources to sustain this role and will provide timely communication regarding any changes.

All full-time employees are eligible for the full benefits package including:

• • 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

Must be able to conduct business in English; however, fluency in languages other than English is a plus. Spanish pay differential available for qualified candidates