Hotline Intake Counselor – Full Time

Position Summary:

Hotline Intake Counselors manage calls for patients looking to receive confidential consultation and referrals to providers of quality abortion care. Hotline hours are 8am-8pm Monday through Friday and 8am-4pm both Saturday and Sunday. Regular daytime and evening shifts needed; occasional weekend shifts required.

Available Work Shifts include:  10am-6pm, 11:30am-7:30pm and 9am-5pm

 Essential Duties and Responsibilities:

• Responds to callers in compliance with NAF Hotline Fund training, rules, and protocols and NAF Hotline Fund employee policies.
• Provides short term counseling to callers around issues such as pregnancy options, rape, and domestic violence.
• Determines eligibility by obtaining patient information in answered calls, comparing to requirements and verifying that information.
• Communicates with various levels of NAF staff, patients and their families and/or abortion providers.
• Provides referrals and resources to callers for other social services, such as hunger, public benefits, health insurance, homelessness, etc.
• Answers phone calls in while maintaining patient confidentiality and meeting call metrics/standards set by the Hotline.
• Performs other duties as assigned.

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

Position Requirements

This role is remote. This requires the access to a highspeed internet connection, the ability to meet the privacy and telework guidelines of the Hotline Fund. Finally, you must have access to a private room where you can hold conversations with patients.

Qualifications, Knowledge, and Skills Required

• Experience working collaboratively with patients and their families, abortion providers, staff, and other organizations across all levels of management
• Demonstrated commitment to a women’s reproductive rights and understanding of women’s complex social and financial situations
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and databases
• 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
• Bilingual English/Spanish is a plus

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