Hybrid Director of Helpline Partnerships

at Chicago Abortion Fund

• Job title: Director of Helpline Partnerships
• Job type: Full Time
• Experience level: Lead
• Salary: $92,829 - $114,604 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Switching
• Location requirements: Hybrid, Chicago, United States

About the role

• Director of Helpline Partnerships shaping CAF’s programmatic partnerships and providing leadership for external facing programmatic infrastructure. Responsible for managing relationships with clinical partners, vendors, and research partners.

Responsibilities

• Ensure smooth and seamless daily helpline operations, including vendor and tool usage and caseload balance for support coordinators
• Oversee management of CAF’s logistical support partnership network, including lodging, transportation, childcare, and related services, ensuring coordination centers caller experience and safety.
• Partner with vendors and service providers to troubleshoot barriers and ensure callers receive timely, compassionate logistical support.
• Translate findings from research partnerships into program changes, policy recommendations, and internal learning, collaborating with relevant departments on strategic program design and vision.
• Identify gaps and opportunities in the regional care ecosystem and lead development of new initiatives, partnerships, or workflows in response.
• Shape the long-term vision for CAF’s hospital partnerships, logistical support systems, and complex care infrastructure (in collaboration with leadership team)
• Collaborate with relevant clinical and municipal stakeholders, as well as internal departments, to further the mission of the complex care program.
• Oversee care coordination for callers who require complex abortion care, working to ensure seamless navigation across internal teams and external health systems.
• Develop and refine protocols for complex case escalation and care coordination in collaboration with the Director of Helpline Services and support of Program Managers.
• Oversee external research collaborations, ensuring alignment with CAF’s mission, values, and ethical standards.
• Work collaboratively with partners to identify emerging needs, barriers, and opportunities for increased access and improved care.
• Manage relationships with external clinical and research staff, serving as the primary point of contact and ensuring timely information-sharing, program alignment, and strong referral pathways.
• Build strategic relationships with partners, funders, researchers, and community stakeholders to expand CAF’s influence, collaboration, and reach.
• Support both the Complex Care Program Manager and the Research and Community Care Program Manager in implementing research projects, managing relationships with academic partners, and contributing to data-driven program improvement.
• Represent CAF in external strategy groups, coalitions, advisory bodies, and collaborative initiatives related to complex care and logistical support for abortion access.
• Lead coordination of vendor contracts; serve as main point of contact for collaboration and logistics with travel and clinical partnerships
• Maintain partnerships with external partners to strengthen referral networks and collaborative initiatives.
• Partner with the operations department to ensure seamless coordination of patient travel and support services.
• Support with troubleshooting communication, billing, and other issues.
• Ensure implementation of CAF policies and practices across service delivery teams, including but not limited to data protection and confidentiality.
• Collaborate with internal teams to integrate research, evaluation, and program learnings into service design.
• Work closely with the Director of Helpline Services to manage relationships with grantees and relevant leadership pipeline consultants to strengthen helpline partnerships.
• Supervise, coach, and support the Complex Care Manager, Research and Community Care Program Manager and coordinator-level program staff.
• Steward internal leadership pipelines by developing and supporting opportunities for professional growth and leadership among manager and coordinator-level program staff.
• Drive the development of a healthy team culture grounded in deep collaboration, trust, curiosity, equity, feedback, and sustainability.
• Lead annual planning, goal setting, and evaluation processes for service delivery teams alongside the Director of Helpline Services.
• Engage in outreach activities to raise awareness of CAF’s mission and services.
• Act as a public spokesperson as needed in media, conferences, and convenings.
• Works pro-actively and in good faith to support and strengthen the overall stability and effectiveness of the organization.
• Actively participate in required internal and external meetings, and respond in a timely manner to CAF staff communications.
• Participates proactively to fulfill staff duties, including making every effort to meet deadlines.
• Update professional knowledge by participating in educational opportunities approved by CAF and professional organizations as relevant to your role.
• Perform other duties as assigned by supervisor.

Requirements

• 4+ years of experience in program leadership, direct service operations, and/or team management
• Deep commitment to reproductive justice, abortion access, and values-aligned support systems
• Demonstrated ability to supervise and grow mid-level managers and direct service staff
• Excellent organizational, communication, and problem-solving skills
• Experience working in trauma-informed environments and/or providing emotional support
• Comfortable with digital systems and platforms (Airtable, Google Suite, CRM tools, etc.)
• Exceptionally organized and detail-oriented; able to juggle multiple deadlines and priorities
• Strong critical thinking skills and solutions-focused approach; anticipates needs and follows through with sound judgment
• Self-motivated, resourceful, adaptive, responsive, and able to make strategic decisions
• Flexible and adaptable: comfortable switching between executive support, project tasks, and office coordination needs
• Comfortable working in a fast-paced, high-energy, and collaborative environment
• Ability to work equally well independently and as part of a collaborative team
• Comfortable asking for support or help when needed
• Ability to focus on overarching goals while staying on point with detail-oriented tasks and initiatives
• Ability to work effectively with a wide range of constituencies in a diverse community
• Commitment to reproductive justice and comfort working in a mission-driven, equity-focused environment
• Experience in scheduling, staffing, and remote team oversight is a plus
• Lived experience with abortion or providing abortion support is highly valued
• Bilingual or multilingual skills a plus

Benefits

• 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.