Caller Support & Follow-Up Program Manager

Reports to: Director of Service Delivery

Supervises: Support Coordinators, Senior Support Coordinators

Status: Full-time, minimum of 32 hours per week, exempt

Date revised: January 2026

Organization Description The mission of the Chicago Abortion Fund is to advance reproductive autonomy and justice for everyone by providing financial, logistical, and emotional support to people seeking abortion services and by building collective power and fostering partnerships for political and cultural change. We envision a world where everyone has the freedom and autonomy to create lives, families, and communities that are healthy, safe, and thriving and where the full range of reproductive choices, including abortion, are accessible and affirmed.

Position Summary The Caller Support & Follow Up Manager leads post-abortion engagement and care, including follow-up systems, emotional support programs, and leadership pathways for grantees.
The Caller Support & Follow Up Program Manager reports to the Director of Service Delivery and is responsible for leading CAF’s post-abortion engagement and sustained support programming. This role is focused on deepening relationships with grantees and people who have had abortions, beyond their appointment windows. The Caller Support & Follow Up Program Manager will design, oversee, and regularly attend CAF’s Community Circle programming for people who have had abortions, create community connection, and support in executing meaningful leadership pathways for other people who have had abortions. This role includes supervision of Support Coordinators, engaged case management, facilitation of emotional support offerings, and supporting caller-led storytelling and advocacy pipelines. 

The Caller Support & Follow Up Program Manager is a position created during a time of transition for the organization, and it is intended to grow into the outlined essential job functions.

Compensation & Benefits:

Starting salary range: $78,374 to $96,758 (based on experience and qualifications).

All full-time employees are eligible for the full benefits package including:

401K with up to 5% employer match

Unlimited paid time off, including a mandatory four weeks off

Paid parental leave

100% employer-paid health insurance premiums (medical, dental, vision) with 50% dependent coverage

Observance of federal holidays

Work Schedule & Location

A full-time work week is a minimum of 32 hours over four days

Illinois residence is required. Relocation fees are not provided by CAF 

Hybrid schedule: minimum one day in the office per week (West Loop, Chicago)

Essential Job Functions: 

Program Oversight (approximately 50%)

Manage the day to day operations of caller follow-up programming, including the structure of phone, text, and email based communications

Along with the Director of Service Delivery and cross departmental collaborators, support the design, implementation, and evaluation of post-abortion care programs, such as Community Care Circles

Collaborate cross departmentally to support leadership development pipelines for CAF grantees, including storytelling and organizing opportunities

Support the development of caller-facing materials for community engagement pathways (e.g., pamphlets, web content)

Collaborate with other Program Managers where appropriate to incorporate caller feedback into program design

Serve as relief for Senior Support Coordinators as needed

Serve as primary Support Coordinator of last resort in the event that an assigned Support Coordinator or case manager is unable to work their shift or work with a specific client

Team Management (approximately 30%)

Supervise, coach, and support coordinator-level program staff

Lead onboarding, skill-building, and training related to helpline support coordination 

Facilitate regular coaching and case review sessions to ensure compassionate and consistent care

Drive the development of a healthy team culture grounded in deep collaboration, trust, curiosity, equity, feedback, and sustainability.

Collaboration & Strategy (approximately 15%)

Work with the Director of Service Delivery to align follow-up programming with the overall service delivery model

Coordinate with Development, Advocacy, and Communications staff to elevate caller stories and needs

Partner with Operations and other programs staff members to ensure smooth handoffs and care continuity across programs

Maintain and support compliance with documentation and evaluation systems in relevant databases, in coordination with the Operations team 

Other (approximately 5%)

Works pro-actively and in good faith to support and strengthen the overall stability and effectiveness of the organization

Co-create and maintain a culture that fosters deep collaboration, trust, and coordination across functional organizational areas

Maintains a collaborative, positive, professional and friendly approach to working with supervisor, other staff, grantees, and external stakeholders

Actively participate in required convenings, summits, retreats, and staff meetings, and participate in required staff communications

Update professional knowledge by participating in educational opportunities approved by CAF, maintaining networks, and participating in professional organizations as relevant to the role

May be involved in other cross-department work including but not limited to supporting development, operations, and communications as assigned by the supervisor.

Perform other duties as assigned by the supervisor

Qualifications & Experience

2+ years of work experience leading a team, organization, or group through transformation or change 

2+ years of continuous work experience in case management, customer service, social services, call center or related work 

Familiarity with and/or past attendance of CAF Community Circles programming or other post-abortion programming

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

Excellent organization, time management, and detail orientation 

Self-motivated, resourceful, creative, and able to work with a significant amount of autonomy; strong problem solving skills 

Commitment to and understanding of reproductive justice and demonstrated experience supporting low-income communities and communities of color

Experience in assisting people with receiving services with compassion, kindness, and empathy  

Strong interpersonal and communication skills 

Demonstrated ability to collaborate in leadership roles 

Ability to work within a small team effectively and make collaborative decisions 

Ability to lead and train staff, interns, students, and volunteers 

Willingness to work a flexible schedule including some evenings and weekends 

Experience with confidential information management 

Records maintenance skills and ability to gather and analyze statistical data 

Demonstrate broad experience with some combination of: Google Suite, task management software and social media

Work Environment

Standard office equipment use required (computers, scanners)

Frequent sitting and virtual communications (email, video conferencing)

Some off-site work may be required; accessibility will be prioritized

Evening and weekend work may occasionally be required

Must be able to conduct business in English; however, fluency in languages other than English is a plus. Spanish pay differential available for qualified candidates

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

How to Apply

Please send: 

A cover letter explaining why you are a good fit for this position

How you learned of the position

Your resume

Submit to: chicagoabortionfund.bamboohr.com/careers

Position expected to begin as soon as possible.

Commitment to Diversity, Inclusion, and Equality

CAF is an equal opportunity employer, committed to an equitable workplace where all staff are valued. We strongly encourage applications from women, people of color, LGBTQ+ individuals, people with disabilities, immigrants, and others underrepresented in our field. 

If you need reasonable accommodation because of a disability for any part of the employment process, please email [email protected] or call 847-774-0456 and let us know the nature of your request and your contact information.

Disclaimer This position is supported through grant and donation funding. Continuation of employment is contingent upon the renewal of that funding. The organization remains committed to pursuing ongoing resources to sustain this role and will provide timely communication regarding any changes.