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Focus on the Family Family Help Specialist (# 3372) in Colorado Springs, Colorado

Family Help Specialist (# 3372)

8605 Explorer Dr, Colorado Springs, CO 80920, USA Req #1619

Thursday, June 22, 2023

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:


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.)



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 (http://media.focusonthefamily.com/fotf/pdf/about-us/human-resources/moral-policy.pdf) and Statement of Faith (http://www.focusonthefamily.com/about/foundational-values#values) ; 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 (http://www.focusonthefamily.com/about/foundational-values#values)


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

Pay Range: $22.00 to $25.25/hr

Focus on the Family puts a high value on our team members and offers a unique benefit package.

Employees scheduled for 30 hours or more per week are eligible for:

  • Medical Plan

  • Dental Plan

  • Life Insurance

  • Disability Insurance

  • Flexible Spending Accounts

    Employees scheduled for 20 hours or more per week are eligible for:

  • Legal Shield/ID Shield


  • Retirement Plan

  • Vacation Time

  • Sick Time

  • Holidays

  • Service Awards

    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.

Helping Families Thrive! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Other details

  • Pay Type Hourly

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  • 8605 Explorer Dr, Colorado Springs, CO 80920, USA