Bilingual Intake Specialist

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This application will remain open until the position has been filled.

POSITION:  Bilingual Intake Specialist

DAYS/HOURS: Monday – Friday, 8:30 AM- 4:30 PM with one unpaid hour for lunch 

REPORTS TO: Christopher Neighbours, Call Center Manager

UNIT: Eastern Region Legal Intake (ERLI) of the Volunteer Lawyers Project

LOCATION: Remote and 7 Winthrop Sq, Boston MA 02110*

HOURLY RATE: $28.31 per hour

Candidate must reside in Massachusetts and must have access to a secure internet connection.

This position requires fluency in English and another language. Please be advised that selected candidates will be required to take a Language Proficiency exam.

This application will remain open until the position has been filled.

SUMMARY OF POSITION: 

Eastern Region Legal Intake (ERLI) is a unit within VLP that provides callers with information, legal advice, and referrals; screens clients for legal aid eligibility; and conducts intakes in legal aid priority cases. ERLI receives over 10,000 calls annually from low-income Massachusetts residents seeking legal assistance. Without the services of ERLI and its staff, many of these residents may go without assistance.

VLP is seeking a full-time Bilingual Intake Specialist to answer calls, screen for eligibility, conduct intakes, give information and referrals, schedule appointments, and data entry. The Intake Specialist will receive ongoing training in standard procedures, customer service, data entry, and specialized legal education in order to provide the highest level of legal information, referrals, and advice under the supervision of a manager and attorney.

QUALIFICATIONS:

REQUIRED EDUCATION/TRAINING:

• Associates Degree
• Fluency in English and another language
• Proficiency in Microsoft Office Suite

PREFERRED KNOWLEDGE/EXPERIENCE

• At least 1 year of call center experience or telephone customer service experience
• At least 1 year of data entry experience and/or intake-related experience
  • Knowledge of MA laws surrounding Housing, Family Law, Benefits and Consumer
  • Prior intake experience
  • Prior experience working in legal aid, the court system or a law office that handles civil cases in serving low-income populations.

REQUIRED MENTAL/PHYSICAL ABILITIES/SKILLS:

• Strong verbal, written, and interpersonal communication skills, including the ability to communicate effectively by phone and email
• Strong data entry and typing skills, with a high level of attention to detail and accuracy.
• Ability to quickly learn and retain new information
• Strong organizational and time-management skills, with the ability to manage multiple tasks and meet deadlines
• Ability to work effectively both independently and collaboratively as part of a team
• Ability to effectively navigate computer systems, case management software, internet-based applications, and phone systems
• Ability to remain flexible and adapt to varying client needs and changes in program procedures
• Ability to manage stress and identify self-care as needed
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced environment and manage competing priorities

ESSENTIAL FUNCTIONS INCLUDE:

• Conduct client intakes by phone through the ERLI Call Center queue and respond to online requests for legal assistance
• Apply legal training to assess client case facts and provide accurate information, referral, or legal

advice under the supervision of the manager and supervising attorney

• Accurately document client information and case facts in the case management system and prepare case files for daily supervisory review
• Schedule clients for advice calls and conduct assigned advice call back appointments
• Perform other duties and responsibilities as needed to support program operations

Volunteer Lawyers Project is committed to a diverse work environment and is proud to be an Equal Opportunity Employer. Our ideal candidates are respectful of an inclusive work environment. VLP strives to ensure that those working in our organization reflect the communities we serve. VLP encourages applicants from a broad spectrum of backgrounds to apply for positions.