Client Services Manager

The Opportunity

The Client Services Manager leads the Client Services (CS) team at the Baltimore Abortion Fund, providing crucial financial and logistical support to abortion seekers in Maryland. This role involves overseeing daily operations, ensuring the team meets clients' needs by coordinating resources and maintaining strong communication. The ideal candidate has previous people or program leadership experience, is adaptable, a problem-solver, a strong communicator, and is passionate about expanding abortion access for all.

Key Responsibilities

Responsibilities include but are not limited to:

• Team Supervision & Support: Lead and support a team of Client Services Coordinators. Ensure they follow guidelines and provide timely, high-quality help to clients. Hold regular meetings to check on workloads, address challenges, and offer guidance. Be available to answer questions and assist with complex client cases.
• Client Support Oversight: Assign caseloads to the Client Services Coordinators. Review client intake forms and case documentation for accuracy, completeness, and timeliness to ensure a positive and consistent client experience. Step in to take on cases or provide spot coverage when needed.
• Emergency Contraceptive Program Oversight: Coordinate mailing and inventory management for the Emergency Contraceptive Program.
• Budget & Financial Management: Oversee spending for the logistical and financial support budgets, ensuring the team follows financial guidelines and stays within budget. Review and approve financial commitments and spending related to client support. Monitor budget trends and make adjustments as needed to meet client needs.
• Data & Reporting: Ensure prompt and accurate data entry for all client interactions, including case notes and financial transactions. Generate regular reports on team performance, client satisfaction, and key service delivery metrics. Analyze data trends to find ways to improve operations and team development.
• Volunteer Lifecycle Management: Manage the entire volunteer lifecycle, from recruitment and selection to training, onboarding, and offboarding. Provide support to volunteers, ensuring they are prepared to contribute effectively. Keep accurate records, including volunteer documentation and paperwork renewal.
• Coordination with External Partners: Maintain communication with abortion clinics, abortion funds, and other partner organizations to ensure smooth service delivery. Evaluate partnerships with external organizations to identify ways to improve client service and coordination.
• Perform other duties as assigned.

Setting Expectations About the Role:

Remote Environment: This position is not fully remote. While you will work from home most of the time, there are in-person functions of this role and the organization overall. In this position, you can expect the following in-person activities:

• A monthly all-staff meeting
• A quarterly social/team activity
• Transporting clients to their appointments
• Mailing emergency contraceptive kits
• Occasional support for organization-wide events, as needed
• As-needed training

Client Transportation: This role coordinates (Lyft/volunteers) and provides (driving the client in your car) transportation. Driving a client is not a daily occurrence as we prioritize using volunteers and rideshare to take them to their appointments; however, if we cannot do either, and the client would not be able to access care otherwise, you would be responsible for driving them to and/or from the appointment. This could mean a 5-minute or a 2-hour trip, depending on where they live in proximity to the clinic they are scheduled at. We offer mileage reimbursement to compensate you for the journey.

Required Qualifications

• Commitment to BAF’s mission and values with a dedication to non-judgmental, client-centered service.
• Minimum of 1 year in people or program management, leading teams, coordinating volunteers, and overseeing programs.
• Capable of working independently with minimal supervision while also thriving in a collaborative remote team setting.
• Exceptional organizational skills to manage multiple priorities in a fast-paced environment.
• Proven ability to cultivate and manage relationships with external partners.
• Demonstrated experience in roles requiring direct interaction with clients, with a strong commitment to upholding client confidentiality and privacy standards at all times.
• Strong capability to design and deliver training programs for staff and volunteers, ensuring they are equipped with the necessary knowledge and skills to perform their roles effectively.
• Highly accountable for personal performance, open to giving and receiving constructive feedback, and dedicated to ongoing professional development.
• Flexibility to engage in remote work, as well as attend frequent in-person meetings and events as necessary, adapting to various working conditions.
• Proven skills in prioritizing workload, identifying potential issues early, and implementing effective solutions to overcome challenges promptly.
• Proficient in accurate data entry.

Preferred Qualifications

• Fluent in both English and Spanish, enabling effective communication with diverse populations and enhancing service delivery to a broader client base.
• 2-3 years in people or program management, leading teams, coordinating volunteers, and overseeing programs.
• Keen ability to analyze data trends and metrics to improve operational performance and decision-making processes.
• Knowledge of Maryland’s healthcare system for abortion seekers.
• Experience working in fields related to reproductive health or social services, with a specific focus on supporting underserved communities and addressing their unique needs.
• Experience managing budgets and financial resources.