Position: Full-Time Remote (40 hours/week)

Location: Must reside in the DC Metro region, with a preference for candidates who live in DC proper; option to work onsite at our office in Dupont Circle 

Schedule: Core hours 10am - 4pm EST, flexible schedule based on workload

Requirements: Travel, nights, weekends, and on-call duties expected

Salary Level: $90,000-$100,000

ABOUT DC ABORTION FUND 

The DC Abortion Fund (DCAF) has funded abortion care in our nation’s capital and surrounding areas since 1995, filling financial gaps for our callers and fighting barriers to abortion access. DCAF currently serves over 5,000 people annually in D.C., Maryland, and Virginia.


DCAF is undergoing significant growth and change, including growing our small but mighty first paid staff members, building a collaborative vision for future abortion funding, and navigating a post-Dobbs landscape. We aim to constantly enhance our reproductive justice values, centering our callers and communities most impacted by abortion care restrictions—Black, Indigenous, and Brown folks, as well as historically excluded communities.

Our ideal candidate will:

  • Be a detail-oriented, proactive problem solver with the ability to manage multiple cases simultaneously

  • Have a strong commitment to abortion access and reproductive health care, aligning personally and professionally with our values

  • Be comfortable working independently and as part of a team

  • Be confident in navigating the emotional toll of providing consistent compassionate support to callers seeking abortion services

  • Have exceptional client service and adaptability to work within the complex and ever-changing abortion access landscape

 

Candidates with personal or professional experiences aligning with the experiences of our callers, community, or movement (gender, economic, racial justice, etc.) are highly valued. This may include having had an abortion, direct exposure to the abortion funding or reproductive justice community, work in adjacent healthcare or social services sectors, or involvement in community organizing for progressive causes.

 

Position Description 

The Caller Service and Engagement Director (CS&ED) oversees DCAF’s Programs Department, ensuring the smooth operation of our core services for callers seeking abortion in the DC Metro Region. Additionally, the CS&ED directly manages the Caller Services team and collaborates with DCAF leadership to develop and implement strategic changes that support the organization's growth and mission.

Core Responsibilities 

 

1 - Caller Service Operations and management (~60% FTE)

  • Oversee all aspects of DCAF’s services to callers

  • Manage a caseload of callers (10-15 hours a week), providing compassionate and trauma-informed support through intake, case management, and follow-up

  • Lead a team providing direct services

  • Develop, implement, and monitor the full caller lifecycle

  • Cultivate reflective processes centering the communities DCAF serves

  • Pull reports and manage dashboards in Penny, our CRM system for caller intake

  • Assist the National Network of Abortion Funds (NNAF) Penny team in developing our CRM system

  • Develop and maintain accurate clinic contacts, funding information, and resource listings

  • Oversee ongoing training, coaching, and technical support for all caller services, including referrals and collaboration with outside stakeholders

  • Build relationships with clinics and serve as liaison to coordinate care for callers

  • Plan and implement changes to the case management structure and design as needed to adapt to the ever changing abortion landscape

  • Fill in gaps on case management for Caller Services staff and Volunteer Case Managers, as needed 

 

2 - Caller Service Strategy and evaluation (~25% FTE)

  • Conduct quarterly audits of our caller services and analyze findings with DCAF leadership

  • Design a caller engagement strategy, including creating avenues for collecting feedback and developing resources for implementation

  • Implement and refine systems, policies, and procedures to ensure a positive caller experience

  • Monitor helpline volume and maintain organized, intentional data collection processes

  • Assess callers’ practical support needs and develop recommendations for future engagement

  • Develop and manage a caller survey to assess caller experience and provide feedback for team improvements

3 - Organizational Leadership, Special Projects, and Initiatives  (~15% FTE)

 

  • Represent DCAF in national and regional membership groups and programs

  • Make strategic decisions regarding organizational-level issues related to caller services

  • Report obstacles and progress to the DCAF board, providing updates at monthly board meetings

  • Update professional knowledge by participating in educational opportunities, maintaining networks, and participating in relevant professional organizations

  • Perform duties to support smooth internal operations, such as submitting timely expense reports and timesheets

  • Prepare and present reports and analyses to our Development Director and to the Board of Directors and funders as needed

  • Coordinate with finance, development, legal, and other operations staff as part of day-to-day management of DCAF

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: 

 

Essential Qualifications

  • 5-7  years of experience leading a team, organization, or group through transformation or change;

  • Excellent organization, time management, and detail orientation

  • 2+ years experience in direct service work

  • Ability to thrive in a fast-paced, dynamic, detail-oriented, self-driven environment

  • Experience in long- and short-range program or project management

  • Proven collaboration experience, particularly in a dynamic and integrated team

  • Comfortable adapting to and leading through regular change

  • Flexible approach to work and ability to manage ambiguity in a dynamic work environment

  • Self-motivated, resourceful, creative, and autonomous

  • Excellent computer skills, reliable internet access, and openness to learning new technologies

  • Proficiency in Google Suite and microsoft products;

  • Commitment to an intersectional framework that includes gender, economic, and racial justice

  • Reside in the DC metro area (with preference for DC proper) with the ability to attend in-person training and programming

  • Excellent customer service skills 

 

Preferred Qualifications and Skills 

  • 2+ years previous experience at a National or Local Abortion Fund 

  • Experience working at an abortion clinic 

  • Experience using Salesforce 

  • Volunteer management experience 

  • Experience at a startup or at an organization transitioning from volunteer led to staff led

 

Physical Requirements:

The physical demands and work environment described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with different abilities to perform the essential functions.

  • Prolonged periods of sitting at a desk and working on a computer

  • Ability to lift, carry, push, pull, or move objects up to 40 lbs


COMPENSATION & ADDITIONAL INFORMATION 

The salary range for this position is $90,000-$100,000, subject to experience and unique skills applicants bring to the role. We reject hiring practices that don't recognize the value of lived experience or language skills, and we know many of the identities that make up the DCAF community are also ones whose work is systemically undervalued, including but not limited to: Black, Indigenous, and People of Color, women, queer and trans people, parents, immigrants, young people, and care workers. If that’s you, we highly suggest you apply—and don't be shy about the value you bring to this role.

 

Benefits

  • A comprehensive health, dental, and vision benefits package

  • An employer-sponsored 403(b) retirement plan

  • Unlimited paid time off and paid holidays 

  • Flexible work schedule, including the option to work remotely and/or in our downtown D.C. office and core hours of 10 AM - 4PM.

  • $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. 

For more information about The DC Abortion Fund, please visit: https://dcabortionfund.org/ 

Candidates may submit their cover letter and resume here. 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 30, 2024, 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.

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