Client Reception and Intake Associate

Founded in 1978, SeniorLAW Center is a dynamic nonprofit public interest legal services organization whose mission is to seek justice for older people by using the power of the law, educating the community, and advocating on local, state, and national levels. We are the only non-profit agency in Pennsylvania wholly dedicated to providing legal assistance to older persons and protecting their legal rights, and one of few in the nation. SeniorLAW Center prioritizes services to older people who are low-income, cultural, and racial minorities, the disabled, victims of crime and family violence, and those facing other vulnerabilities and challenges. We fight senior poverty, fraud, and homelessness, provide protection from elder abuse and financial exploitation, enable grandparents to raise grandchildren, and improve access to justice.

POSITION SUMMARY

The Client Reception and Intake Associate is a highly flexible, client-facing position designed to move seamlessly between client services and administrative support for the organization. Depending on daily priorities, staffing coverage, client volume, and organizational needs, this position may shift throughout the day between greeting and assisting visitors, answering and routing calls, coordinating client appointments, supporting walk-in applicants, processing requests for legal assistance, entering and updating information in the Case Management System (CMS), reviewing online intake submissions and e-transfers, scanning and uploading client documents, maintaining schedules, and assisting with preparation for clinics and client services activities. The successful candidate must transition between direct client-facing concierge responsibilities and detail-oriented intake administrative work while maintaining professionalism, accuracy, sound judgment, and a welcoming client-centered approach.

Join a dynamic team serving and making a real impact in the community and in individual lives, pursuing a mission of justice. This is a full-time non-exempt position based in Philadelphia. The person in the role must be flexible, responsive, and comfortable shifting between concierge client concierge coverage and intake administrative support throughout the day. The role requires readiness to come into the office as needed, provide reliable client-facing coverage, assist with intake questions and appointments, and support administrative intake needs as priorities change.

Salary range, commensurate with experience and SLC's salary structure, beginning at $40,000. Excellent benefits, including fully paid health and dental benefits for employees, long- and short-term disability, 401k, flexible spending plan, sabbatical plan, and generous holidays and leave time, with a value of over $20,000. Mandatory COVID-19 vaccination for all staff and volunteers.

SUMMARY OF KEY SKILLS

This position requires someone who can remain calm, organized, and client-centered while moving quickly between concierge service, intake administration and other organizational administrative duties. The ideal candidate will excel at communication with clients and staff, easily managing competing priorities. The ideal candidate will demonstrate emotional intelligence, positive energy, confidence in using the CMS and other IT tools, exercising sound judgment, and enjoy addressing client needs. Requisite skills include strong initiative and self-confidence, grace under pressure, flexibility, attention to detail, organization, and the ability to balance direct client interaction with intake administration in a fast-paced environment.

ROLE-BASED DUTIES AND RESPONSIBILITIES

Primary duties center on providing responsive concierge client concierge coverage while also supporting the full range of administrative tasks connected to client intake and other organizational needs. The role includes welcoming and assisting clients and visitors, answering and routing calls, coordinating appointments, supporting walk-in and telephone applicants, processing intake requests, maintaining client information and documents in the CMS, assisting with clinic preparation and client flow, maintaining accuracy and confidentiality when handling client documents, case notes, and appointment information, and providing general administrative support. A central responsibility is to navigate shifting smoothly between direct client-facing service and intake-related and other administrative work as daily needs, staffing coverage, client volume, and organizational priorities change.

• Provide concierge coverage and serve as a welcoming first point of contact for all clients and visitors.


• Provide general information about available services, office procedures, and appropriate next steps in a clear, respectful, welcoming, professional, and client-centered manner.


• Answer incoming calls, assess the nature of the inquiry, provide appropriate assistance and routing.


• Manage all aspects of client-centric check-in and intake experience.


• Retrieve, enter, and updating prescreen and intake information in the CMS


• Scheduling, cancel, reschedule, and confirm client appointments


• Manage online intake submissions and e-transfers, routing them for appropriate follow-up


• Manage attorney clinic slots, client appointment schedules, and related intake calendars in the CMS


• Conduct client intakes


• Manage documents and intake records in the CMS


• Use translation services to support LEP clients and ensure meaningful access to intake and concierge services.


• Move fluidly and confidently between concierge coverage and intake administrative support throughout the workday, adjusting quickly as client needs, staffing coverage, appointment volume, walk-in traffic, telephone volume, and organizational priorities change.


• Balance direct client interaction with behind-the-scenes intake and other administration, ensuring that both concierge coverage and intake processing continue smoothly and responsively.


• Recognize when priorities shift and proactively pivot between concierge, intake, scheduling, documentation, and general administrative tasks without losing continuity or accuracy.


• Check and process legal service teams mail, email, faxes, and other correspondence.


• Reserve meeting rooms and send calendar invitations for meetings.


• Assist with updating intake resources, including legal directories.


• Maintain case files.


• Assist with general data entry.


• Assist with all administrative aspects of pro bono and community legal clinics as it pertains to intake, as needed.


• Assist with processing and preparing outgoing mail.


• Support Operations Manager and Development/Communications staff with mass mailings such as client surveys and fundraising events and initiatives.


• Provide agency-wide administrative support as needed.


• Help with on-boarding staff, as needed.


• Help with quality control review and data collection to assist grant reporting.

• Participate in staff and team meetings, and 1 on 1s, as required.


• Demonstrate and model commitment to SLC’s mission and values.


• Participate in SLC’s culture of philanthropy.


• Other responsibilities to further SLC’s mission.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS:

• Flexibility and adaptability: able to shift smoothly between concierge services, client intake support, scheduling, documentation, and general administrative tasks as priorities change; for example, covering the reception area during staff absences, then returning to intake data entry, appointment scheduling, or document processing without losing continuity.


• Client-centered communication: able to welcome, assist, and communicate with clients, callers, visitors, volunteers, and staff in a respectful, calm, clear, and culturally sensitive manner; for example, explaining next steps to a walk-in applicant, helping a caller understand how intake works, or coordinating with staff so a client is connected to the right resource.


• Organization and attention to detail: able to manage appointments, intake information, client records, correspondence, and follow-up tasks accurately and efficiently; for example, confirming appointment details, entering prescreen information correctly, scanning and uploading documents to the appropriate matter, and tracking follow-up tasks.


• Technology and data-entry skills: comfortable using telephone systems, case management databases, online intake tools, email, calendars, scanners, the MS Outlook Suite, Teams, Excel, and standard office technology. This includes reviewing online intake submissions, updating case management records, scheduling appointments, scanning client documents, and using email and calendars to coordinate follow-up.


• Sound judgment and prioritization: able to assess needs, route clients, and callers appropriately, protect confidentiality, and determine when to seek guidance from supervisors or designated staff; for example, recognizing urgent client needs, directing legal questions to appropriate staff, balancing competing concierge and intake tasks, and escalating sensitive issues promptly.

 EDUCATION AND EXPERIENCE

• Required: Associate degree


• Preferred: B.A. or B.S., experience with older adults, second language proficiency.

 WORK CONDITIONS

• This job operates in a professional office environment.


• This role routinely uses standard office equipment such as computers, phones, and photocopiers.

 PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with or without accommodation. While performing the duties of this job, the employee is occasionally required to stand, walk, use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch or crawl; talk or hear.

The employee must occasionally lift and/or move objects up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SLC is an equal opportunity employer and values fostering an inclusive and welcoming workplace in all aspects of our work. SLC prohibits discrimination based on age, race, national origin, color, religion, veteran status, sexual orientation, disability, sex, gender identity, familial status, or any other basis prohibited by law. We encourage people of all backgrounds to apply.

Reports to:      

Supervisor, Client Intake

Hours of Work: 

9 AM-5 PM

Work setting:

5 days per week in-office requirement, Philadelphia PA

Classification: 

Non-Exempt

Travel:

As needed