The National Abortion Federation is currently recruiting qualified, pro-choice candidates. NAF is an equal opportunity employer and all positions are located in Washington, DC, except as noted below.

 

Position Summary:

Reporting to the Chief Operating Officer, the Operations Improvement Manager leads essential business process improvement and project management initiatives.  This position requires strong communication, organizational and program/project management.  Additional aspects of the job include team building and group facilitation and compiling and tracking of data.  The Operations Improvement Manager will work both independently and on teams to lead projects from conception to completion.

Essential Duties and Responsibilities:

  • Act as a change agent/coach to instill and sustain changes
  • Identify waste in processes and drive a culture of continuous improvement
  • Prepare detailed plans to track project performance and to assure timely completion and achievement of project deliverables
  • Track organizational projects to ensure appropriate prioritization of projects with respect to deadlines and organizational developments
  • Monitor, control and manage business operations to meet organizational goals
  • Develop and create reports to document project status and performance metrics
  • Ensure compliance with organizational policies and procedures
  • Maintain clear and accurate operations documents/procedures
  • Conduct research on a variety of topics; draft materials as needed
  • Plan, coordinate, lead, and teach training sessions demonstrating knowledge of LSS training tools
  • Mentor, influence, and develop potential lean practitioner candidates through their projects driving business change
  • Coordinate and develop programs and materials
  • Perform any other relevant duties as assigned

Qualifications, Knowledge, and Skills Required

  • Continuous Improvement knowledge and/or certifications (Lean Six Sigma, Lean, PMP).
  • Bachelor’s degree.
  • 5-7 years recent experience documenting current state operations/processes; designing new future state operations/processes; defining improvements; creating/executing against strategic implementation plans
  • Experience with improvement workshops and other interactive sessions with subject matter experts, project sponsors, customers, and other key stakeholders to understand current state processes, process and customer pain points, and future state requirements in order to identify and implement improvements
  • Strong problem-solving and systems thinking abilities
  • Strong written and verbal communication and presentation skills
  • Ability to work independently as well as in a highly collaborative, team-based environment

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required.  Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.  In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Apply

Position Summary:

The Hotline Engagement Manager is responsible for overseeing  day-to-day operations and ensuring that each Hotline Intake Counselor meets and exceeds program goals including service levels, quality, and staffing levels.
The Hotline Engagement Manager manages their team members to ensure optimal productivity, quality and timeliness of work. The Hotline Engagement Manager will conduct regular coaching and feedback sessions with the individuals on their assigned team and will focus on motivating others and leading by exhibiting the behaviors expected of the team. The ideal candidate is used to leading front-line staff. Heavily preferred that you have call center experience.

The schedule for this position is Monday through Friday, 11am-7pm EDT and a rotating Saturday shift (9-5pm Eastern) once or twice a month. In 2020, Saturday and Sunday may move to a remote schedule.

Essential Duties and Responsibilities:

  • Lead an assigned team of Hotline Intake Counselors; coach, develop, and motivate them to ensure they are providing excellent service in all customer interactions
  • Audit quality assurance strategies to ensure the delivery of excellent service
  • Monitor and share call monitoring software weekly reports to ensure answer rate and service level agreements are maintained
  • Drive a culture of continuous improvements, new approaches, and personal excellence
  • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
  • Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
  • Provide direct supervision to all Hotline Intake Counselors to ensure operational guidelines are followed, and is responsible for scheduling consistent staffing coverage during Hotline hours
  • Partner with the Training Department to make changes and additions to the training modules to achieve optimal performance
  • Share trends and provide recommendations for developing processes
  • Participate in recruiting, hiring, training, and onboarding new Hotline staff
  • Work constructively with other functional areas throughout the organization to share ideas and leverage best practices
  • Serve as on-call supervisor, the point-of-contact for urgent cases, troubleshooting, and general support to the Hotline team after hours
  • Be an ambassador for the NAF Hotline culture – role model our values in everything you do
  • Available to work flexible hours as required

Qualifications, Knowledge, and Skills Required

  • 5+ years in a Customer Service / Call Center environment
  • Strong understanding of call center environment and the key levers to enhance performance and achieve operational targets
  • Familiarity with call monitoring software and reporting features and/or strong technological capacity to learn and engage with new systems
  • Ability to effectively supervise other employees both in person and remotely, and make sound judgments within the framework of existing policies and procedures
  • They must possess a sense of urgency, responsibility, independence, confidence, self-motivation, and flexibility. They must be detailed-oriented and be able to manage a team and multiple projects simultaneously.
  • Ability to work in an ever-changing and fast paced environment and maintain focus on key priorities despite conflicting demands
  • Impactful communication both written and verbal
  • Ability to build a highly engaged, committed, and empowered team
  • Must possess great people skills with an ability to relate to and to motivate people of diverse backgrounds and ages
  • Bachelor’s degree preferred, not required

ADA Specifications:

  • Normal demands associated with an office environment.
  • Ability to work on computer for prolonged periods, communicate with individuals by telephone, e-mail and face to face.
  • Travel may be required

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required.  Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.  In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Apply

Position Summary:

The Regional Case Manager serves as the primary contact for patients after they have been screened and approved for financial assistance on the NAF Hotline. Regional Case Managers work with a specific caseload, usually reflective of a geographic region. The Regional Case Manager is responsible for supporting the patients being seen by the facilities in their caseload and serves as a primary point of contact for those facilities on the Hotline Fund. Regional Case Managers provide logistical support, short-term crisis counseling and, problem solving associated with abortion procedure access. Regional Case Managers are responsible for assessing patients for additional procedure funding and/or logistical support funding. Regional Case Managers liaise with the community resources present in their caseload and can provide resource and referral management appropriate to patient need.

*This position is a member of the Washington-Baltimore News Guild CWA Local 32035 union.

Essential Duties and Responsibilities:

  • Manages calls from patients seeking case management assistance
  • Connects patients with supplementary financial assistance as needed; liaises with facility staff to ensure continuity of care
  • Provides short term counseling to callers around issues such as pregnancy options, rape, and domestic violence.
  • Provides referrals and resources to callers for other social services, such as hunger, public benefits, health insurance, homelessness, etc.
  • Serves as a resource to Hotline Intake Counselors in managing their work
  • Completes data entry bundles and manages data entry exception approval
  • Completes monthly tracking document
  • Sends pledges to clinic members
  • Assists with coverage other of case management lines, including the Urgent Patient Assistance line, and/or Hotline intake calls as needed
  • Implements NAF Hotline Fund policy consistently with patients and member facilities
  • Performs other duties as assigned

Qualifications, Knowledge, and Skills Required

  • Must have been employed as a NAF Hotline Intake Counselor for a minimum of six months
  • Ability to interpret internal and external information sources to develop training materials and programs
  • Experience working collaboratively with patients and their families, abortion providers, staff, and other organizations
  • French and/or Spanish language skills preferred
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Excellent written and verbal communication including over the phone
  • Ability to work in a fast-paced environment
  • Commitment to a person’s right to choose abortion and understanding of the complex social and financial situations of people seeking assistance

ADA Specifications:

  • Normal demands associated with an office environment
  • Ability to work on computer for prolonged periods, communicate with individuals by telephone, e-mail and face to face
  • Travel may be required
Apply

Position Summary:

The Travel Coordinator serves as the primary contact for NAF eligible patients for whom logistical planning remains prohibitive to their access to care. The Travel Coordinator collaborates with the Case Management team to identify patients in need of enhanced logistical assistance and facilitates a shared working relationship between the Case Manager and the patient’s travel needs. The Travel Coordinator is responsible for supporting patients through the travel process by reviewing transportation options, assembling itineraries, booking transportation and lodging, co-managing the NAF Tiller Patient Assistance Fund, and collaborating with logistical assistance funds.

*This position is a member of the Washington-Baltimore News Guild CWA Local 32035 union.

Essential Duties and Responsibilities:

  • Identifies and manages travel coordination for NAF funded patients who require enhanced logistical assistance
  • Connects patients with supplementary financial assistance as needed; liaises with the NAF Case Management team and facility staff to ensure continuity of care
  • Assesses travel opportunities and assembles patient travel itineraries
  • Assists patient’s navigation by researching and explaining travel and lodging policies
  • Adjusts schedule as needed (includes after hours and weekends) to provide support when a patient is traveling with NAF resources
  • Manages the dispersal of the NAF Hotline Fund Tiller Patient Assistance Fund, including identifying patients in need of direct financial support, completing Tiller Fund paperwork, and submitting documentation to Assistant Director
  • Compiles and updates comprehensive NAF logistical assistance resources, such as an internal database of partner organizations and pro-choice/non-hostile travel and lodging options
  • Creates external facing documentation for patients to assist their navigation of complex travel itineraries
  • Provides referrals and resources to callers for other social services, such as hunger, public benefits, health insurance, homelessness, etc.
  • Assists with coverage of Case Management lines, including the Urgent Patient Assistance line, and/or Hotline intake calls as needed
  • Implements NAF Hotline Fund policy consistently with patients and member facilities
  • Performs other duties as assigned

Qualifications, Knowledge, and Skills Required

  • Ability to interpret internal and external information sources to develop patient materials and programs
  • Experience working collaboratively with patients and their families, abortion providers, staff, and other organizations
  • Ability to work proactively and independently
  • Scheduling flexibility as needed to support patients
  • French and/or Spanish language skills preferred
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • Excellent written and verbal communication including over the phone
  • Ability to work in a fast-paced environment
  • Commitment to a person’s right to choose abortion and understanding of the complex social and financial situations of people seeking assistance

ADA Specifications:

  • Normal demands associated with an office environment
  • Ability to work on computer for prolonged periods, communicate with individuals by telephone, e-mail and face to face
  • Travel may be required
Apply