ABOUT DC ABORTION FUND
The DC Abortion Fund (DCAF) helps pay for the abortion care of anyone living in or traveling to the DC Metro region, without restrictions or requirements. DC is a vital access point for the entire East Coast, so we help break down the legal, financial, and geographic hurdles that abortion seekers, near or far, are forced to face—all thanks to the power of mutual aid. Alongside our sibling funds, national organizations, and clinics around the DMV, we work to supersede any and all systemic barriers to abortion access.
ABOUT THE ROLE
The Programs Coordinator (PC) is a caller and volunteer-facing position, meant to provide exceptional frontline support to callers seeking financial and transportation support for their abortions as well as programmatic support in training and implementing volunteer systems. In this role, the PC will be directly supervised by the Caller Services and Engagement Director (CS&ED) and will work closely with the Caller Services Coordinator (CSC). The PC will work autonomously and is responsible for providing timely, compassionate, non-judgemental assistance to DCAF callers and volunteers. This includes warmline coverage, local transportation coordination, and both quarterly and regular engagement with both Case Management (CM) volunteers and Volunteer Drivers. Because DCAF’s transportation support (also referred to as “Practical Support”) is not yet running, this position will be key in the launch and early implementation of that program.
CORE RESPONSIBILITIES
Caller Service (approximately 60% of position, 20-25 hours per week)
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Exceptional Caller service: Provide consistently compassionate and non-judgemental assistance to all callers.
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Monitoring our warmline: Manage the Maryland & Virginia phone line as well as web form submissions and being trained up to cover the out-of-region and DC lines as often as once a month (minimum once per quarter).
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Funding intake: Complete phone intakes and accurately enter information into our caller management system, including demographic information.
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Practical Support intake: Manage intake streams for practical support clients, collecting additional details/documents including: age, whether support person is coming, pick up and drop off addresses, and liability waivers. Keeping accurate and up-to-date documentation in the caller management database.
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Financial assistance: Provide caller-centered support by determining the financial and/or other needs for each individual caller to access care (may include offering referrals or coordinating logistics) and use our caller management system to create and send pledges directly to our clinic partners on behalf of callers.
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Ride Coordination: Begin coordination of rides 2 business days prior to the appointment, first looking for a volunteer driver and then, when a volunteer is not available (& when with clinic consent) setting up a Lyft Concierge ride for the caller.
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Follow-up: Performs weekly data cleanup and follows up with callers who have been previously contacted by staff or CM volunteers to ensure each case is wrapped up within a reasonable timeframe from initial caller outreach.
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Safety and Security: Ensure security practices according to DCAF’s policy to protect our callers information, including using encrypted email, signal, and using the minimal amount of caller information to complete the task.
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Supporting diverse populations: Within our scope, provide support to a variety of caller populations (teenagers, young adults, immigrants, etc.) experiencing a wide range of emotions regarding their abortion.
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Autonomous Management/Working Remotely: Work independently, managing your day-to-day activities and navigate the emotional toll of providing consistently compassionate support to multiple callers who are seeking abortion services.
Volunteer & Ride Program Coordination: (approximately 20% of position, 8 hours per week)
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Volunteer Roster Stewardship: Keep accurate internal and external records of volunteers for both CM and Volunteer Driver programs including complete contact information (including copies of driver’s license and any background check results for Volunteer Drivers) as well as data on engagement (shifts taken, trainings attended, and when they have been on and off breaks).
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Volunteer Lifecycle Implementation: Under guidance of & with support from the CS&ED, implement most aspects of the volunteer lifecycle including recruitment, onboarding, training, evaluation, and offboarding. This will include: 1 CM recruitment cycle and 1 CM evaluation cycle per year and 1-2 Volunteer Driver recruitment cycles per year.
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Volunteer Coaching: Be available for 1:1s and coaching for volunteer CMs, and when assigned, take the lead on the Weekly CM secure group chat by creating the chat and answering questions during business hours.
Other Responsibilities: (approximately 20% of position, 8 hours per week)
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Rideshare Account Stewardship: Keep up-to-date records of Lyft charges to be reviewed monthly for accounting purposes.
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Implementing changes: Work with the CS&ED and CSC to implement any changes to improve the services that we provide to our callers.
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Other responsibilities & projects as assigned: Take on additional responsibilities and projects as assigned by leadership.
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Occasional DCAF events and tabling for DCAF at community events on nights and evenings (time spent working nights and weekends will be flexed during the work week).
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This may include projects related to the launch and scaling of Practical Support services as well as various volunteer training or engagement coordination, or other projects such as the Caller Feedback Survey.
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Characteristics:
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This person will need to be a detail-oriented proactive problem solver that has the ability to manage multiple cases simultaneously.
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Have a strong commitment to abortion access and the full spectrum of reproductive health care for all, as well as personal and professional alignment with our values.
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Be comfortable with, and excited about, working independently and managing your caller caseload.
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Feel confident about their ability to navigate the emotional toll of providing consistent compassionate support to multiple callers who are seeking abortion services.
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Exhibit exceptional client service and adaptability to work within the complex and ever-changing abortion access landscape.
Lastly, while no one candidate will embody all the qualifications listed below, the ideal candidate will also possess many of the following abilities, attributes, and experiences:
Required Skills:
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Basic computer skills, including reliable access to the internet and open to learning new technologies and software as needed.
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Ability to make calls in a private workspace.
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Lives in the D.C. metro community and has the ability to attend in-person training and programming in D.C.
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Demonstrated ability to work with a high volume of clients and multiple case records simultaneously.
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Ability to work autonomously in a remote work environment while seamlessly collaborating with a team.
Preferred Soft Skills:
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2+ years of experience in customer service, multiple phone lines, call center, or service industry.
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Proactive problem solver.
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Possess excellent organizational and time management skills, and strong attention to detail.
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The ability to manage multiple cases simultaneously.
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Flexible approach to work and ability to effectively adapt as needed due to the ever changing landscape of abortion care and the changes within our community.
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Ability to actively listen.
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Emotional intelligence.
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Self-motivated, resourceful, creative, and able to work with a significant amount of autonomy.
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Open to giving and receiving feedback and committed to practicing this regularly.
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Demonstrated investment in the advancement of the communities we serve
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Commitment to an intersectional framework that includes, but is not limited to, gender, economic, and racial justice.
Preferred Hard Skills:
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Proficiency in Google Suite.
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Proficiency in Salesforce or the ability to learn new software.
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Bilingual in Spanish and English
****A college degree is not required for this position.
COMPENSATION & ADDITIONAL INFORMATION
Benefits
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A comprehensive health, dental, and vision benefits package.
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Optional Life, Disability, Critical Illness, Auto & Home, Accident, and Hospital insurance
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Optional pet insurance, identity theft & commuter benefits
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Employee Assistance Program (EAP)
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50 total paid days off a year, including two week-long closures.
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Flexible work schedule, including the option to work remotely and/or in our downtown D.C. office and core hours of 10 AM - 4PM.
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Annual professional development stipend.
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Retirement benefits.
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$500 one-time stipend to cover work from home costs.
The majority of the work will be remote except for in person events, meetings, clinic visits, etc. As mentioned, there is also the option to work from our office in downtown D.C.
This position is non-exempt.
HOW TO APPLY
Candidates should submit their cover letter and resume. We encourage candidates to share about how they think their lived experiences and perspectives would make them an ideal fit for the role in their cover letter.
Deadline to apply: August 3, 2025, or until the position is filled. Applications will be evaluated on a rolling basis, so candidates are encouraged to apply as soon as possible. DC Abortion Fund is an equal opportunity employer and encourages individuals of all ethnic, racial, and socioeconomic backgrounds to apply. We are committed to maximizing the diversity of our organization to reflect the rich and varied identities of the communities we serve.