The Client Intake Specialist supports 603 Legal Aid’s Intake programs and works as part of a dynamic team based in Concord, NH with the attorneys, paralegals and other 603 Legal Aid (603LA) staff to ensure effective and efficient delivery of services. The Client Intake Specialist assists with telephone and online application processes for those seeking civil legal assistance from 603 Legal Aid and its legal partners. The specialist will work in a fast-paced, high volume, collaborative environment that often requires multi-tasking while at the same time maintaining a high level of attention to detail.
The Client Intake Specialist position will be based in our Concord, NH offices. 603 LA is operating primarily through a mix of onsite and remote work from home. Staff members are provided with the necessary equipment (such as laptop computers) to work remotely.
Duties and Responsibilities
• Answer incoming phone calls in a call center setting;
• Identify legal aspect of caller’s inquiry;
• Conduct phone screening interviews and process online applications to determine eligibility for services;
• Input information from telephone interviews and online applications into 603LA case management database;
• Request and upload client documents 603LA’s database;
• Create and open new client files, update and manage existing client files;
• Schedule clients with 603LA advocates and attorneys;
• Take direction from and work closely with 603LA attorneys, paralegals, internal departments, and support staff;
• Examine and respond to email, fax, and voicemail inquiries;
• Develop and maintain knowledge of other legal resources and social service agencies to provide valuable information and referrals to 603LA callers and online inquirers;
• Collaborate and work closely with other legal services and other agencies within the community;
• Perform other tasks and duties as assigned or required.
Knowledge, Skills, and Abilities:
• A demonstrated commitment to social, economic, and racial justice;
• A commitment to providing high quality legal assistance to low-income people of New Hampshire;
• Excellent organizational skills, with attention to detail;
• Ability to multi-task and prioritize assignments;
• Effective oral communication skills, particularly telephonic communication;
• Ability to identify legal issues;
• Ability to work both independently and in collaboration with others;
• Strong typing and computer skills including MS Word, Outlook, and Google applications; (familiarity working with online databases helpful but not required); and
• Fluency or proficiency in another language prevalent in 603LA’s client community strongly preferred, but not required.
Salary/Benefits:
This position is full-time (37.5 hours weekly) and considered hourly non-exempt for the purpose of federal wage/hour law. Salary DOE, expected to range from $22.00 to $25.00 per hour, plus benefits package including health insurance, 403(b) retirement program, life and disability and generous paid time off.
• High School diploma or GED; at least 2 years of experience related to the duties and responsibilities specified;
• Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis;
• Maintain a friendly, professional, and empathic telephone manner in order to effectively assist our callers;
• Excellent oral and written communication skills;
• Excellent listening skills; and
• Ability and willingness to work cooperatively and collegially within a decentralized statewide law firm.
To apply send a cover letter and resume to [email protected]. Applications will be accepted until the position is filled. If reasonable accommodations in the application process is required, please notify us at [email protected].