Family Help Specialist

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 is on the front lines of ministry at Focus on the Family. Every phone call, email, chat, or text is an opportunity to share the love of Christ, encourage, pray with, and equip individuals and families. This position provides biblically based support and practical resources, helping families thrive in Christ by offering hope, healing, and biblical truth. This role is more than customer service, it is ministry. The Family Help Specialist reflects Focus on the Family’s mission by handling each interaction with compassion, clarity, and professionalism, while accurately processing requests and maintaining data integrity.

Essential Duties/Responsibilities:

• Responds with care and discernment to inbound and outbound phone calls, emails, chats, and written contacts

• Shares the biblical perspective of Focus on the Family with clarity and grace, creating Christ-honoring, personalized responses that balance ministry priorities with constituent needs

• Engages compassionately in complex and emotionally sensitive situations while upholding legal, ethical, and ministry boundaries

• Produces high-quality responses through excellent verbal and written communication in the “Focus Style”

• Meets proficiency standards for handling emails, chats, and phones

• Accurately manages constituent accounts, including data entry, adjustments, and verification

• Processes donations, resources, subscriptions, and event requests, including honorariums, memorials, matching gifts, and other giving categories, with integrity and attention to detail

• Utilizes Salesforce, InFocus, and multiple databases simultaneously while interacting with constituents to provide efficient, accurate, and caring service

• Models key ministry values in every task and interaction


Other Duties/Responsibilities:

• May be assigned as a Subject Matter Specialist (SMS) in different processes

• Required to work from home on snow delays, early closures, or full closure days

• Performs other duties as assigned

Working Environment/Physical Requirements:

• Office/production setting or home-based workstation (as applicable); fast-paced environment with frequent changes in process and priorities; ability to work evening, weekend, holiday, or overtime shifts as needed

• Extended periods of sitting and computer use (70%+ keying functions); ability to type at least 45 WPM


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:

• Compassionate, ministry-minded, and approachable

• Strong discernment and emotional intelligence for navigating sensitive conversations

• Professional, adaptable, and calm under pressure

Knowledge/Experience:

• Associate’s degree or two years of college preferred

• 2-4 years of Customer Service or related experience preferred

• Familiarity with Salesforce or other CRM systems strongly preferred

Skills, Abilities, and Special Talents/Gifts:

• Proficiency in navigating multiple systems while maintaining data accuracy.

• Excellent verbal and written communication, including clear phone conversations; ability to adapt communication to diverse needs.

• organizational skills, attention to detail, and ability to solve problems effectively.

• Ability to personalize responses with warmth, clarity, and biblical alignment; ability to pray with constituents appro