Intake Supervisor (Client Intake Workgroup - Stay Housed LA)

QUALIFICATIONS: • Minimum three (3) years of management experience required with the ability to motivate and inspire teams remotely and in person. • Experience performing intake and triage, particularly within a legal setting, is strongly preferred. • Demonstrated passion for Housing Justice work, and an understanding of tenants’ rights is preferred. • Extremely strong interpersonal skills and the demonstrated ability to maintain an empathetic and resourceful attitude with persons in crisis and/or experiencing high-stress levels. • Ability to meet deadlines and perform multiple tasks while maintaining extreme attention to detail in a fast-paced work environment. • Willingness to work beyond a minimum 7.0-hour workday, including evening and weekend meetings and events, and workweeks over 35 hours when obligations so necessitate. • Ability to travel to LAFLA’s five community offices required. • Bilingual in English and Spanish strongly preferred.   EXAMPLES OF DUTIES: • Supervise a team of seven (7) Stay Housed LA receptionists who engage with potential clients and perform housing intake triage over the telephone and in person. • Oversee Stay Housed LA receptionist housing intake triage to ensure efficient, client-centered, and trauma-informed assistance. Responsibilities include ongoing coaching and training in eligibility screening; ensuring timely and accurate data entry; reviewing applications for substantive quality and administrative compliance; responding appropriately to supervisor requests from staff and potential clients; and managing schedules to guarantee adequate coverage. • In conjunction with LAFLA’s Intake and Call Center Supervisor, administer a high-volume telephone-based Contact Center—the Contact Center (hotline) is the primary way that tenants connect with Stay Housed LA to apply for legal help. Responsibilities include managing and monitoring Contact Center queues to ensure timely and responsive handling; and tracking and analyzing Stay Housed LA Contact Center metrics to identify areas for improvement and enhance the overall potential client experience. • Manage and mentor staff to ensure meaningful professional development and compliance with Stay Housed LA’s priorities, policies, and procedures. Responsibilities include hiring and onboarding of staff; performing regular 1:1 check-ins inside each of LAFLA’s community offices; completing annual evaluations and professional development plans; reviewing staff timekeeping and leave request. The Stay Housed LA Intake Supervisor will also collaborate with the Client Intake Workgroup Managing Attorney to provide continuing education on tenants’ rights. • Cultivate effective relationships with a broad team that includes management, LAFLA’s Intake and Call Center supervisor, attorneys, paralegals, support staff, volunteers, and students. • Other duties as assigned.