Intake Paralegal

Position Description

Job Title Intake Paralegal

Classification Non-Exempt Professional, eligible for Collective Bargaining Unit Membership

Reports To Director of Client Access

Supervises NA

Organization Overview

Neighborhood Legal Services, Inc. (NLS) is the largest nonprofit civil legal services provider in Western New York. With offices in Buffalo, including its central office, Batavia, Lockport, and Niagara Falls, NLS is dedicated to advancing justice and ensuring equal access to the legal system for individuals and families who cannot afford an attorney.

Each year, NLS serves thousands of clients with low income and vulnerable clients, including people facing eviction or homelessness, survivors of domestic violence, individuals with disabilities, veterans, members of the LGBTQIA+ community, and those struggling to access food, healthcare, and other critical public benefits. We also partner with community organizations and medical providers to address legal challenges that impact health and well-being.

Position Summary

Neighborhood Legal Services is seeking a mission-driven Intake Paralegal to join our centralized intake unit. This unit will centralize and streamline how potential clients connect with NLS. The Intake Paralegal will manage client inquiries by phone, through an online application portal, and in-person walk-ins. This role will serve as the front door to the agency and will be responsible

for screening, interviewing, and, where appropriate, providing limited legal advice and counsel under attorney supervision.

As a member of the intake unit, you will play a vital role in helping people access the legal help they need while supporting NLS's broader mission to challenge systemic inequality and promote justice across our region.

Essential Functions

• Serve as the first point of contact for clients seeking legal assistance via phone, online, or in-person walk-in.
• Conduct comprehensive intake interviews to assess eligibility for services based on income, legal issues, and other criteria.
• Accurately collect and enter client data into the case management system.
• Provide legal advice and counsel and extended services on eligible matters in accordance with agency protocols and under attorney supervision.

s. Triage and refer matters to appropriate legal units or outside agencies when needed.

• Develop a working knowledge of all NLS practice areas and stay up to date on relevant legal changes and resources.
• Maintain a trauma-informed and culturally competent approach when interacting with clients in distress or crisis.
• Manage a high volume of calls and applications in a fast-paced, call center-style setting.
• Participate in ongoing training and supervision to ensure quality and consistency of service delivery.

Core Competencies

• Strong personal work ethic and ability to organize time, manage diverse activities, and meet critical deadlines with minimal supervision;
• Excellent writing, editing, and proof-reading skills, with ability to be detail-oriented;
• Strong interpersonal skills and an ability to work collaboratively with a dynamic and multi-sector team;
• Curious and self-directed with an ability to anticipate client needs;
• Cultural humility in working with low-income clients across the spectrum of diversity, including race, ethnicity, gender identity, sexual orientation, socio-economic status, immigrant status, religious identity, physical and mental disabilities, and limited English proficiency; and
• Familiarity with diverse communities is a plus.

Work Environment

• Centralized intake unit with call center-style operations.
• On-site positions in Buffalo and Lockport
• Occasional travel for walk-in coverage or Justice Bus events.
• Regular interaction with clients by phone, online, and in person.

Salary

Salary is based on years of relevant paralegal experience and placement within Steps 1 through 22 of the salary scale. Step 1 of the salary scale correlates to the first year of qualifying paralegal experience. Each progressive step reflects an additional year of relevant experience.

Prior credited experience will be calculated from the date the Employee began working in a qualifying paralegal or legal support role. If there was a break in relevant employment, only applicable years of qualifying experience will be credited.

Current Salary Steps Include But Are Not Limited To

• Step 1 - $ 53,000
• Step 5 - $ 58,513.27
• Step 10 - $ 64,620.14
• Step 15 - $71,545.86
• Step 22 - $82,976.80

Full-time position with a 35-hour work week and reduced summer hours.

NLS offers a comprehensive benefits package to its employees. This includes health, dental, and vision insurance, a generous PTO policy that includes: 3 weeks of vacation time, 12 paid holidays, plus a week of PTO between Christmas and New Year's, reduced summer hours; additionally, employees have access to sick and personal leave, as well as eligibility for public student loan forgiveness. NLS also provides life insurance, a pension plan, HRA and Flexible Spending Accounts, paid memberships, and professional development.

NLS is an affirmative action/equal opportunity employer and welcomes all to apply. Employer recruits without regard to race, color, creed, religion, national or ethnic origin, citizenship, ancestry, sex, gender (including identity or expression), sexual orientation, marital status, age, disability, or protected veteran status and any such candidates are strongly encouraged to apply.