Bilingual Support Coordinator

Role Overview

• Serve specific roles as required by service demands, including but not limited to working to manage and triage incoming external and internal communications, and delegating work to other Support Coordinators.
• Make independent strategic decisions to ensure those needing our services get the care they deserve in a sometimes difficult and faced-paced environment where immediacy is required.
• Complete grantee intake, working alongside CAF callers to determine and provide critical and immediate financial, logistical, travel, and emotional support.
• Provide individualized case management to identify financial and logistical needs to access care; collaborate with CAF staff, case managers, and/or those needing our support, often in communication and partnership with clinics, other abortion funds, and allied organizations.
• Utilize critical thinking and strategic questioning skills to assess and appropriately respond to grantees and support requests.
• Provide direct support to case managers, interns, and/or staff.
• Collaborate with and represent CAF to other abortion funds, clinics, and reproductive justice, rights, and health organizations with integrity and care.
• Create and modify helpline program resources as needed to support staff and case managers; confidently and effectively support those needing our services.
• Demonstrate accountability and responsibility in work that is completed and tasks that are assigned in a timely manner.
• Support recruitment and training of volunteer case managers.
• Enter and update data in grantee database in an organized and timely manner.
• Manage administration for case management including regular documentation, tracking case closure rate, and reporting grantee feedback.
• Monitor program budget, track expenditures/transactions, and support related financial administration for case management.
• Ensure implementation of CAF policies and practices, including but not limited to data protection and confidentiality.
• Perform duties required of all staff to support smooth internal operations.

Requirements

• 2+ years of continuous work experience in case management, customer service, social services, or call center related work.
• Bilingual proficiency in both English and Spanish, with the ability to read, write, and communicate effectively in both languages.
• Commitment to reproductive justice and abortion access for all people.
• Knowledge of intersectionality and the impact that privilege and oppression can have on people’s ability to access abortion.
• Working knowledge of the abortion access crisis we are currently navigating.
• Experience in assisting people with receiving services with compassion, kindness, and empathy.
• Strong written, verbal, and interpersonal communication skills; strong critical thinking skills.
• Previous experience with project management or task management software.
• Experience managing confidential information.
• Experience maintaining accurate records.
• Previous experience, or the ability to quickly learn, gathering and analyzing statistical data and generating reports.
• Demonstrate broad experience with Google docs and Microsoft Office software (Word, Excel, Power Point).
• Self-motivated, resourceful, adaptive, responsive, and able to make strategic decisions in a sometimes difficult and faced-paced environment where immediacy is required.
• Ability to work effectively with a wide range of constituencies in a diverse community; experience working in collaboration with multiple organizations.
• Ability to work equally well independently and as part of a collaborative team.
• Comfortable asking for support or help when needed.
• Open to giving and receiving feedback and committed to practicing this regularly.

Benefits

• 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.