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.