Intake Specialist I

Summary:

The Intake Specialist I is an entry-level role that serves as the initial point of contact for individuals seeking legal assistance. The Intake Specialist I supports phone and online applications from those requesting civil legal aid through 603LA and its legal partners. This position operates in a fast-paced, high-volume, team-oriented environment that often requires multitasking while maintaining close attention to detail.

Key Responsibilities:

• Handle incoming phone calls in a call center environment.


• Identify the legal aspect of the 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 the 603LA case management database.


• Request and upload client documents into the 603LA database.


• Create a new open client file, 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.


• Perform other tasks and duties as assigned or required.

Knowledge, Skills, and Abilities Required:

• 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 multitask 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 with online databases is helpful but not required.


• Fluency or proficiency in another language prevalent in 603LA’s client community is strongly preferred but not required.

Qualifications & Requirements:

• 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 exceed the minimum education requirements may be substituted for experience on a one-to-one basis.


• Maintain friendly, professional, and empathetic telephone manners to assist our callers effectively.


• Excellent oral and written communication skills.


• Excellent listening skills.


• Ability and willingness to collaborate cooperatively and collegially within a decentralized statewide law firm.