Bilingual Client Services Coordinator

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 communicates and coordinates support directly with clients, clinics, abortion funds, and other practical support organizations.

This position is not 100% remote. While the majority of responsibilities are completed remotely, candidates should expect to travel to Baltimore City 3–5 times per month for in-person meetings or events. Travel throughout Maryland may also be required to support clients, visit clinics, or participate in outreach efforts.

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.
• Monitor referral forms and email inboxes, responding to requests for support or further information as needed.
• Ensure all client communications are answered within two business days of receipt, maintaining a continuous flow of communication.
• Maintain consistent and proactive communication with clients, clinics, and partner organizations to ensure smooth service delivery.
• Collaborate with staff and volunteers to manage a caseload of clients, making financial commitments, coordinating logistical support, including but not limited to accommodations, transportation, childcare, and addressing unexpected situations.
• Monitor expenses and adhere to budgetary limits while providing clients with essential support and accommodations.
• Perform timely data entry related to each contact: documenting client interactions, including case notes, expenditures, and relevant paperwork.
• Conduct follow-up after service delivery to gather feedback and ensure clients have received adequate support.
• Share after-hours coverage responsibilities with the CS team, including weekday evenings and Saturdays, to address urgent client needs.
• Support the training of new volunteers or staff members on client intake, case management systems, or protocols.
• Support the emergency contraceptive program by assembling and mailing emergency contraception kits as needed.
• Support BAF’s outreach initiatives and events as needed, including on-site assistance and community engagement.
• Identify and report trends, challenges, or system inefficiencies to help improve service delivery or internal workflows.
• Perform additional duties as assigned by supervisor or organizational leadership.

Key Qualifications

• Commitment to BAF’s mission, vision, and values
• Dedication to delivering non-judgmental, client-centered services
• Bilingual proficiency in English and Spanish, with strong written and verbal communication skills
• Minimum of one (1) year of experience providing direct support via a hotline or helpline, or two (2) years of experience in general customer service or direct client support
• Experience collaborating with or supporting volunteers in a service delivery or nonprofit setting
• Strong interpersonal and active listening skills, with the ability to engage empathetically and gather information without judgment
• Self-motivated, resourceful, and creative; able to work both independently and collaboratively on a small, remote team
• Effective time management, with the ability to multitask, prioritize, solve problems, make decisions, and follow up proactively
• Excellent attention to detail and organizational skills; capable of managing multiple cases and ensuring thorough follow-through
• Comfortable with basic budgeting tasks and making financial decisions aligned with internal policies
• Accountable and open to giving and receiving feedback; committed to ongoing learning and professional development
• Basic computer literacy, including reliable internet access and proficiency with Google Suite; familiarity with Salesforce or similar case management software, and willingness to learn new tools as needed
• Understanding of and respect for client confidentiality and privacy
• Willingness to work remotely, with the ability to attend frequent in-person meetings and events