Website New River Abortion Access Fund
Director of Client Services
Position Type: Full-Time with benefits
Target Start Date: September 16, 2024
Reports To: Executive Director
Location: Remote
About New River Abortion Access Fund
Rooted in the New River Valley and Appalachia, the New River Abortion Access Fund (NRAAF), founded in 2019, is a nonprofit organization that promotes reproductive freedom by providing financial and practical support for abortion seekers in Virginia and throughout the South. NRAAF furthers reproductive justice by providing access to abortion care through no-questions-asked financial and logistical support via our volunteer-run helpline. NRAAF is seeking a Director of Client Services to further our mission and expand abortion access throughout our region.
Position Summary
As the Director of Client Services, you will be responsible for managing all helpline duties with the support of volunteers. You will be responsible for ensuring that callers seeking financial support for their abortions are provided with supportive, compassionate care. Your main duties will be to communicate and coordinate support directly with callers, clinics, abortion funds, practical support organizations, and volunteers. You will also share responsibility for training and managing volunteers. This is a remote position and you will work directly with the executive director to ensure the success of NRAAF’s programming and the care of our callers.
Roles and Responsibilities
Responsibilities include but are not limited to the following:
Direct Caller Support
Conduct over-the-phone intake with callers 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
Volunteer Management
Recruit, train, and support a diverse pool of caller support volunteers
Lead regular caller support volunteer meetings for skill sharing and emotional
support
Send out weekly communications to ensure volunteers are up to date on policies and procedures
Be available to troubleshoot any issues or problems a volunteer may encounter
Update training materials with relevant changes to abortion access protocols, care resources, and other information as needed.
Administrative Tasks
Manage the helpline’s weekly budget
Collect and analyze caller trends in order to evaluate effectiveness of our programs
Work with the Client Management Systems to ensure effective and efficient workflow
Participate in staff meetings
Seek out partnerships and collaborations to improve caller care
Update and maintain policies and procedures for helpline workflow
Qualifications
Commitment to NRAAF’s mission, vision and values
Basic understanding of reproductive justice, reproductive freedom and the current landscape of abortion in Virginia
Strong written and verbal communication skills
Supportive and empathetic relational skills with ability to provide compassionate support to a variety of callers experiencing a wide range of emotions regarding their abortion.
Excellent time management skills and the ability to multitask, prioritize work, solve problems, make decisions, and follow up
Possess intermediate computer skills, including reliable access to the internet and familiarity with Google Suite, Zoom, Signal, and open to learning new technologies and software as needed
Self-motivated, resourceful, creative, and able to work independently and collaboratively on a small team.
Ability to effectively prioritize and execute multiple and sometimes time-sensitive tasks.
Capacity to compile data within succinct reports
2+ years of volunteer management and training experience preferred
Basic knowledge of Southwest Virginia preferred
Virginia residency required
Compensation
The starting salary for this position is $60,000. Benefits include unlimited paid time off, remote work stipend and a healthcare stipend.
To Apply
For more about the New River Abortion Access Fund, please visit: https://www.newriverabortionaccessfund.org
Candidates may submit their cover letter and resume to [email protected]. Candidates are encouraged to apply even without meeting 100% of the role requirements.
The New River Abortion Access Fund is an equal opportunity employer and proudly values diversity.
Candidates of all backgrounds are encouraged to apply.