Client Intake Specialist/Call Center
The Client Intake Specialist supports 603 Legal Aid’s Intake programs and work 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 will answer and return incoming calls or online inquiries seeking advice and 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.
Duties and Responsibilities
- Answer incoming phone calls to call center;
- Conduct initial phone screening interviews of 603 Legal Aid calls;
- Determine if there is a legal aspect to the caller’s problem and summarize the issue;
- Input and update data from on-line or telephonic applications into LegalServer;
- Scan and upload applications and client documents to 603LA’s case management system;
- Open computer files for new clients and new cases;
- Maintain calendars in the case management system and scheduling advice appointments with 603’s advocates;
- Develop and maintain knowledge of legal and social service agencies that can help both eligible and ineligible callers for 603LA’s services;
- Assisting clients in completing forms and questionnaires;
- Making referral to agencies and private attorneys, and directing clients to self-help websites; and
- 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 603’s Legal Aid client community strongly preferred, but not required.
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 medical, retirement, life and disability and generous paid time off.
- High School diploma or GED; at least 2 years of experience directly related to the duties and responsibilities specified;
- Completed degree(s) from an accredited institution that are above the minimum education requirement that 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 firstname.lastname@example.org. All applications received by October 20th, 2021, will be considered. We expect to conduct interviews shortly after this date. If reasonable accommodations in the application process is required, please notify us at email@example.com.
603 Legal Aid is an Equal Opportunity Employer. We are committed to building a diverse staff that reflects the communities of low-income and older (age 60 plus) people that we work alongside, and we value equity and inclusion in our workplace. 603 Legal Aid actively seeks applications from Black people, Indigenous people, people of color, people of diverse national origin, the LGBTQ community, people with disabilities, older adults, veterans, people who have lived experience with poverty, and other people belonging to communities that have historically experienced injustice.