Client Services Program Manager (Bilingual and Non-Bilingual)

More people than ever before are being forced to travel for abortion care. The Brigid Alliance is working to build a country where abortion care is borderless, burden-free, and accessible to all. However, there is an epic crisis of abortion access in the United States, with many states now having total or near-total bans on abortion – and it doesn’t stop there. With the ever-changing legal landscape, many more states are still at risk of implementing these bans. Today, over two and a half years after the Supreme Court ruled to dismantle Roe v. Wade, the number of people who need to travel for abortion care has quadrupled, straining limited resources already in existence and requiring individuals to cover hundreds of miles from home to receive such critical care. The Brigid Alliance is proud to be part of an ecosystem of support organizations that is propping up abortion care access in this country in an increasingly hostile environment.

The Brigid Alliance now seeks to add four Client Services Program Managers (CSPM) – including at least two Spanish-English bilingual managers – to help the organization sustain significant programmatic growth and respond to an increasing need for travel support among abortion seekers in the United States. Reporting to the Director of Client Services, the CSPM supervises and provides day-to-day support for a team of 3-5 coordinators who are directly coordinating logistical support for clients. The manager will ensure alignment with departmental goals and facilitate communication between teams. Strong candidates will bring five plus years of case management experience, strong critical thinking and problem-solving skills, and a commitment to abortion access and bodily autonomy.

This will be a remote role, and the Brigid Alliance is able to hire remotely in the following states: Alaska, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Hampshire, New Mexico, New Jersey, New York, Oregon, Rhode Island, Vermont, and Washington.

ORGANIZATIONAL OVERVIEW

The Brigid Alliance is a nationwide practical support organization that supports people who must travel long distances for abortion care. Working across the United States, they arrange and fund confidential travel, lodging, childcare, and logistical assistance, closing the gap between the need for an abortion and the ability to access one. They work in partnership with independent and nationally affiliated clinics, abortion funds, local and regional practical support organizations. The Brigid Alliance envisions a world where everyone has access to abortion care, uninhibited by stigma, and free of systemic or geographic barriers.

Since launching in August of 2018, The Brigid Alliance has assisted over 5,725 individuals and families from all 50 states, the District of Columbia and Puerto Rico, prioritizing clients beyond 15 weeks of pregnancy for whom it’s generally more expensive and harder to find a provider near home. They work with individuals and communities disproportionately affected by abortion restrictions: women living at or below the federal poverty line, people of color, minors, undocumented immigrants, people living in communities with limited transportation infrastructure, individuals living in states hostile to women’s healthcare, disabled people, survivors of abuse, and those who rely on Medicaid or are uninsured. They are a crucial part of the reproductive health ecosystem connecting the geographic and metaphorical dots between policy, providers, practice, and patients. By alleviating the logistical barriers and financial obstacles of access to care, they are working to ensure that everyone has access to abortion care, no matter where they live.

OPPORTUNITIES AND CHALLENGES FOR THE CLIENT SERVICES PROGRAM MANAGER

The Client Services Program Manager (CSPM) is part of a remote-based team that reports to the Director of Client Services. The CSPM supervises and offers day-to-day support to a “pod” of 3-5 coordinators and is responsible for overall strategy and performance oversight, team development, quality control and financial oversight. The manager will ensure alignment with client services goals and facilitate communication between pods. They will also collaborate, support and ensure alignment with other staff and teams across the organization. The CSPM will also provide direct services to clients with the team. Responsibilities include but are not limited to:

• Supervise 3-5 Client Services Coordinators and/or Senior Client Services Coordinators.
• Oversee and support Client Services Coordinators in managing and anticipating caseloads.
• In addition to supporting coordinators with their cases, CSPMs will directly manage a limited number of their own client cases, including coordinating logistics with clients, partner organizations, and vendors.
• Provide any immediate support or problem-solving during work hours or on-call hours, as clients’ plans change or emergencies arise.
• In supporting client work and doing client work directly, coordinate logistics with clients, partner organizations, and vendors including needed immediate support and problem solving, during work hours or on-call hours, as clients’ plans change or emergencies arise.
• For non-bilingual CSPMs: Conduct and oversee over-the-phone intake in English with potential clients to thoughtfully assess needs, ensuring clear and culturally sensitive communication.
• For bilingual CSPMs: Conduct and oversee over-the-phone intake in English and Spanish with potential clients to thoughtfully assess needs, ensuring clear and culturally sensitive communication.
• Support the Director of Client Services to ensure compliance with protocols, policies, quality control and financial oversight.
• Provide on-call support for client services on a rotating basis.
• Provide back-up support for the Senior Bilingual Referral Coordinator with the screening and assigning of referrals for potential clients as back up and as needed.
• When the CSC team is fully at capacity and no other organization can take on a 30+ weeks “last chance” case, accept and support those clients in collaboration with the Director of Client Services and other Client Services Program Managers.
• Use a trauma-informed approach to manage cases and support direct reports.
• In collaboration with the Director of Client Services, cultivate and maintain strong relationships with all current and potential partners (for example, clinics, abortion funds, local/regional/national social services, practical support organizations and volunteer networks).
• Meet regularly with the Director of Client Services and Client Services Program Managers to manage challenges and develop recommendations, to bring to the Executive Director as needed, regarding new referral capacity, partnership issues with clinics and funds, and programmatic and personnel concerns.
• In partnership with the Client Services Program Managers and Director of Client Services, lead meetings with partners to address challenges in serving clients; report learnings back to Client Services team to ensure smooth collaboration with partners and coordinators.
• Manage day-to-day communication with partners, alongside the Senior Bilingual Referral Coordinator, and report any ongoing challenges to the Director of Client Services.
• In support with the Director of Client Services and Client Services Program Managers, support and lead the training and continued education of the Client Services team.
• In collaboration with the Director of Client Services, provide leadership support to the Client Services team and aid in determining scale, scope, realistic goals, and capacity with managing and anticipating caseloads.
• In partnership with the Director of Client Services and the Client Services Program Managers, offer insight and support in a long-term strategic plan for The Brigid Alliance and Client Services program.
• Ensure the quality and continuity of Brigid’s care and relationships with clients, partners, and communities.
• Represent the organization, its mission and values internally and with external partners.

QUALIFICATIONS OF THE IDEAL CANDIDATE

While no one candidate will embody all the qualifications enumerated below, the ideal candidate will possess many of the following professional and personal abilities, attributes, and experiences:

• 5+ years of case management and/or relevant experience working in the social services sector, including working with vulnerable communities.
• 2-5 years of experience with management practices that empower staff and promote a healthy team environment of trust, transparency, and empathy.
• Committed to abortion access and bodily autonomy.
• Comfort in the use of case management and trauma informed experience to manage complex cases and support direct reports.
• Strong critical thinking and problem-solving skills.
• Self-motivated, resourceful, creative, and able to work independently and collaboratively on a small team.
• Strong written and oral communication skills.
• Strong interpersonal skills, active listening, and orientation to customer service that prioritize empathy, understanding, and obtaining information without judgment.
• Keen attention to detail and organization, managing multiple cases at once and obtaining information without judgment.
• Manage multiple tasks with care in a dynamic work environment.
• Comfort with using Salesforce, Google Suite, or other similar tools.
• Open to giving and receiving feedback and committed to practicing this regularly; dedicated to continued learning.
• Positive attitude, open to supporting a growing remote culture.
• Respectful of confidentiality and privacy, strives to provide the best service possible in a nonjudgemental and client centered approach.
• Ability to work remotely on a full-time basis from approved states and travel for in-person meetings, events, and conferences as opportunities present themselves.
• Experience relevant to reproductive health, public health, disability justice, racial justice, or social justice.
• Experience relevant to customer service, crisis intervention, mutual aid, or direct services.
• Familiarity with legislative, political, and legal landscape and issues regarding abortion access.

COMPENSATION AND BENEFITS

This is a full-time, exempt position with a starting annual salary range of $95,000 - $110,000 depending on experience. A language differential of an additional $5,000 will be provided to bilingual managers for the routine use of English and Spanish in their role. Full-time employees are expected to work 40 hours per week.

The Benefits package includes medical, dental, vision, and life insurance (eligible from first day of employment), paid family leave (12 weeks at 100% salary continuation), 403b contributions, PTO (20 days of PTO during the first two years, 25 days of PTO from years two to five, 30 days of PTO for five years or more), nine holidays plus end of year office closure from December 24-31, and monthly remote working stipend ($150 per month, or $75 per semi-monthly payroll). The organization also commits to professional development with an annual budget of $1,500 per person (pro-rated based on day of hire). Comprehensive benefits details are available upon request.

More information about The Brigid Alliance may be found at: brigidalliance.org.

All individuals legally authorized to work in the US are invited to apply. Remote employment is permitted in: Alaska, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Hampshire, New Mexico, New Jersey, New York, Oregon, Rhode Island, Vermont, and Washington. There will be very occasional travel required for in-person events (ex. conferences, meetings, one to two all-staff retreats per year) that will be paid for by the organization.

This search is being led by Emily Wexler, Rachel Burgoyne, Emily McCarthy, and Danielle Higa of NPAG. Due to the pace of this search, candidates are strongly encouraged to apply by February 14, 2025, at the latest. Interviews with Brigid Alliance will begin in March 2025, and the expected start date for this role is early April 2025. Candidates may submit their cover letter, outlining their interest and qualifications, along with their resume via NPAG’s website.

The Brigid Alliance is an Equal Opportunity Employer and believes that the diversity of ideas, experiences and cultures that our employees contribute to our organization is our greatest advantage; we are committed to an equitable workplace where everyone is treated as a respected and valued member of the team. The Brigid Alliance is proud to be an inclusive and equal-opportunity workplace, where all applicants and employees are considered for hire, promotion and job status without regard to sex, race, religion, creed, color, national origin, alienage or citizenship status, gender (including gender identity or expression), sexual orientation, marital or partnership status, age, disability, height, weight, handicap, military or protected veteran status, or any other protected characteristic protected under federal, state or local law.

As an organization working in solidarity with the reproductive justice movement, The Brigid Alliance is committed to fostering the leadership and elevating the voices of women, young people, people of color, Indigenous people, immigrants and refugees, low-income people, LGBTQ+, gender non-conforming, and non-binary people, people who have had abortions, people with disabilities, young parents, people who were formerly imprisoned, people who have received funding for abortions, and people living in the many intersections of these experiences. Candidates of all backgrounds, especially those that have been historically underrepresented and/or marginalized, are encouraged to apply.