Mission Delivery Coordinator

MISSION DELIVERY COORDINATOR

About Children's Flight of Hope

Children's Flight of Hope (CFOH) exists to ensure that distance and the cost of travel never prevent a child from accessing lifesaving, specialized medical care. We coordinate and fund commercial air travel for children with rare and complex diagnoses, along with a caregiver, to leading centers of excellence across the United States, regardless of distance or frequency of treatment.

Since our founding in 1991, CFOH has evolved from a small organization into a rapidly scaling national nonprofit. From 1,300 flights in 2022 to a goal of 3,000 flights in 2026, we are in a phase of intentional expansion focused on serving more children and their families during their time of financial, emotional, and medical burden. 

Position Summary

The Mission Delivery Coordinator is a full-time, exempt position based in Raleigh, North Carolina. The position works in office Tuesday through Thursday, with remote flexibility on Monday and Friday as organizational priorities allow. This role leads all aspects of mission delivery, including application review, flight coordination, family communication, and program documentation, and serves as a trusted resource for families, healthcare providers, and internal stakeholders. Reporting to the Manager of Mission Delivery, the ideal candidate is highly organized, detail-oriented, and compassionate, with a commitment to deliver an exceptional experience for families navigating complex medical journeys.

Key Responsibilities

• Manage the mission delivery process for all flights, including application verification review, flight request processing, reservation booking, flight changes and cancellations, and urgent travel requests in accordance with CFOH policies and procedures.
• Maintain confidential client, medical, and financial documentation and records while ensuring compliance with mission delivery policies and procedures and escalating exceptions as appropriate.
• Utilize mission resources within budgeted allotments and accurately document expenses.
• Communicate professionally and compassionately with client families, healthcare providers, social workers, and referral partners to ensure client safety, program eligibility, and a positive family experience.
• Maintain mission-related data and documentation and support reporting, technology operations, and process efficiencies through accurate recordkeeping and timely information sharing.
• Collaborate with internal staff and technology partners to support the effective use and ongoing enhancement of mission delivery and family-facing systems and foster relationships with client families through ongoing communication, community engagement, and outreach initiatives.
• Assist with gathering and sharing family stories, photos, and testimonials to support organizational storytelling, grants, events, donor communications, and other mission advancement activities, and coordinate additional travel assistance services, including special airline accommodations and TSA Cares.

Qualifications & Attributes

• Excellent organizational, project coordination, and problem-solving skills with exceptional attention to detail and the ability to manage multiple client cases, deadlines, and travel requests in a fast-paced environment.
• Excellent and compassionate customer service, interpersonal, and communication skills, with the ability to communicate with empathy, professionalism, and clarity while supporting families navigating stressful and emotional medical situations.
• Ability to work independently while contributing effectively within a collaborative team environment and building positive relationships with families, healthcare providers, vendors, volunteers, and colleagues.
• Proficiency with Microsoft Office Suite, online database systems, and internet-based resources, including airline websites. Experience with technology platforms and an interest in process efficiency and system optimization preferred.
• Maintain confidentiality and professionalism when handling sensitive client, medical, and financial information.
• Ability to work occasional evenings or weekends as needed.
• This position is based in Raleigh, North Carolina and follows a hybrid work schedule, requiring regular in-office collaboration and presence.

Compensation and Benefits:  Salary range:  $55,000-$60,000, plus benefits.

To apply, submit resume and cover letter to carly@cfoh.org.