Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.
The Family Help Specialist position exists to respond primarily to telephone calls (inbound and outbound), social media contacts and, from time to time, as the work is needed, in e-mail and letter mail contacts. The responses given from these contacts will be done in a professional, competent, caring, and timely manner in support of the Focus mission statement. Requires minimal supervision, follows standard practices, referring questionable matters to their manager.
Essential Duties/Responsibilities:
Responds with independent discernment to inbound and /or outbound phone contacts, social media contacts, and other written contacts
Communicates FOF orthodoxy using proto responses with personalization and original writing for the pre-determined ministry KMI’s and priorities
Communicates in complex emotional situations, accountable for legal & ethical boundaries in response
Creates quality responses within production goals with excellent verbal and written skills in the “Focus Style”
Performs product evaluations assigned by OOP, using expert-level knowledge of JDD & FOF views
Creates original writings for Social Media responses, including forums, chats, blogs, Facebook, Google , Twitter, Yahoo Answers, and Pinterest
Enters data in the transactional data entry systems, including handling complex adjustment functions
Sets up accounts, maintains account information, merges, and cleans up accounts, and verifies account information
Adds appropriate codes to accounts, communication records, coupled with complex research work
Processes resource, subscription, and event requests in both primary and second party accounts
Processes donations and designates appropriately, including honorariums, memorials, matching gifts, and associated giving
Keys donations to the correct companies in appropriate batches
Processes different payment types within the Studio Enterprise system of record
Sends appropriate system responses to primary and second party accounts with appropriate personalization
Edits transactions when appropriate, coupled with discernment and extensive research as needed
Searches for and applies procedures for all response types using the current knowledge management database (InFocus)
Navigates many databases at the same time while conversing with constituent
Embodies empowerment, self-confidence, nimbleness, faithfulness, intentionality, and a positive, “can-do” attitude in all work tasks as assigned
Other Duties/Responsibilities:
May be assigned as a Subject Matter Specialist (SMS) – primarily requires phone interaction, some written
Required to work from home on snow delays, early closures, or full closure days
Performs other duties as assigned
Managerial Breadth/Scope of Job:
None
Working Environment/Physical Requirements:
Office/Production environment performed at individual workstations or workstations at home
Fast paced, high stress, frequent changes in process and procedures
Repetitive motion
Ability to perform keying functions for 70% of the time or more
Ability to type proficiently minimum 45 words per minute
Sitting for extended periods of time
Ability to work evening and weekend shifts, flexible shifts, and overtime, as needed
Ability to view dual computer monitor screens for entirety of assigned shift
Ability to speak, hear and see clearly
Ability to answer telephone and hear clearly for 50% of the time or more
Ability to maneuver multiple computer applications (Microsoft Office Suite, etc.)
Occasional holiday and weekend work is required
JOB QUALIFICATIONS/REQUIREMENTS
Character/Spiritual:
Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”
Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”
Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer
Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
Personal Characteristics:
Knowledge/Experience:
Associate’s degree or two years of college preferred
2-4 years of Customer Service or related experience preferred
Knowledgeable in Social Media venues
Skills, Abilities, and Special Talents/Gifts:
Excellent, high quality customer service / hospitality skills
Excellent verbal and written communication skills
Strong discernment skills and good common sense reasoning
Ability to learn, memorize, and create personalized phone scripts
Ability to discern when prayer is needed and to pray when asked according to guidelines
Salary Range: $22.00 to $25.25/hr.
Application Materials Required: Cover Letter, Resume/CV
Application Materials Instructions:
Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. Must include date ranges to include month and year (mm/yyyy) and whether the position was full time or part time. 2. A cover letter that specifically addresses the job requirements and outlines qualifications
Focus on the Family puts a high value on our team members and offers a unique benefit package.
Employees scheduled for 20 hours or more per week are eligible for:
Norton LifeLock ID Theft Coverage

• Legal Shield/ID Shield Coverage
• AFLAC
• 403B Retirement Plan
• Vacation Time & Vacation Payout
• Sick Time
• Holidays
• Service Awards
• Community Service Days
• Bookstore Discount
• Fitness Center

Employees scheduled for 30 hours or more per week are eligible for all the above and:
Medical Plan

• Dental Plan
• Vision Plan
• Life Insurance
• Disability Insurance
• Flexible Spending Accounts
• EAP (Employee Assistance Program)
• Tuition Reimbursement
• Warehouse Membership Reimbursement

Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

• Temporary employees are not eligible for benefits, except for:

Fitness Center

• Bookstore Discount
• Sick Time

Tentative Search Timeline:

• Priority will be given to applications submitted by May 10th, 2024. However, this posting will remain open until filled.
• The potential employee start date is May 28th, 2024.

Posting date: May 3rd, 2024
Unposting date: ongoing until filled
Posting contact email: job@fotf.org
Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.
Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.