Intake Assistant

Description

People with disabilities, people of color, people in all protected classes, and formerly incarcerated people are encouraged to apply. Make a difference! We fight for the rights of people who have disabilities.... JOIN US!

Equitable and Inclusive Hiring at Disability Rights California (DRC)

At Disability Rights California (DRC), we are committed to creating an equitable, accessible, and inclusive experience for all applicants. Below, we’ve outlined important details to ensure you feel fully supported throughout the hiring process.

Examples of reasonable accommodations include:

• American Sign Language (ASL) interpretation
• Alternative formats for interview materials (e.g., large print, Braille, digital files)
• Interview questions are provided prior to the interview
• Extended interview time
• A quiet or distraction-free interview setting
• Adjustments to the interview format for accessibility (e.g., pinning participants,)
• Assistance with reading or note-taking during interviews

If you require an accommodation due to a disability to complete this application OR you are experiencing issues submitting your application and accompanying materials, please e-mail: View email address on click.appcast.io . Please note: resume and cover letter are required. Incomplete applications will not be considered.

LOCATION:

Remote, see working conditions below.

EMPLOYMENT STATUS:

Non-exempt; Regular; Full-time

* This posting represents two open roles within our team *

SALARY RANGE:

$25.64 hr – $28.89 hr / $50,000 - $56,336 annually

As part of our commitment to internal equity, salary offers are determined through a structured analysis that considers each candidate’s relevant education and years of substantially similar experience for the position. We review the candidate’s resume to assess relevant experience in relation to current employees in comparable roles. This process ensures our compensation decisions are fair, consistent, and aligned with organizational equity standards.

EXCELLENT BENEFITS

• 8% Match – 401K
• Health benefits (HMO options)
• Additional Benefits: dental, vision, basic life insurance, short-term and long-term disability insurance, flexible spending accounts (medical, dependent care and commuter). Health Reimbursement Accounts for some HMO Plans. Pet Insurance, Employee Assistance Program, Teladoc
• We offer ample vacation, Sick / Self Care time and holidays (including the last week in December)
• We are a Public Service Loan Forgiveness (PSLF) - eligible employer.

INTERNAL CANDIDATE ELIGIBILITY

• Regular employees
• Meet the minimum requirements of the position for which they are applying
• Employed for more than 6 months
• In good standing

APPLICATION DEADLINE:

Open until filled. To be considered for the first round of interviews. Resume and cover letter are reviewed and required. Incomplete applications will not be considered.

WHO WE ARE

Disability Rights California (DRC) defends, advances, and strengthens the rights and opportunities of people with disabilities.

DRC works for a world where all disabled people have power and are treated with dignity and respect. In this world, people with disabilities are supported, valued, included in their communities, afforded the same opportunities as people without disabilities, and make their own decisions.

DRC values all forms of human diversity. We are committed to a culture of belonging where all people are welcome. In order to be effective advocates for all people with disabilities, we must address discrimination in all its forms, including the unique challenges faced by people who experience the intersection of multiple systems of discrimination.

Advocacy and Community Engagement Practice Group (ACE)

The Advocacy and Community Engagement (ACE) Practice Group is a statewide team consisting of committed advocates and attorneys who work together to empower, educate, and advocate for Californians with disabilities. We use a variety of advocacy tools, including individual representation, advocacy projects, and outreach. We provide training and self-advocacy workshops, advice and assistance on the intake hotline, coordinate and implement community-based legal clinics, provide short-term and direct advocacy on limited legal issues, and organize community members for future systemic litigation by Disability Rights California. Our staff is as diverse as the communities we seek to serve and is committed to reaching and empowering underrepresented and underserved communities.

PURPOSE OF THE JOB

The Intake Assistant is the first point of contact for members of the public who call Disability Rights California's statewide phone line seeking information, resources, or legal assistance. This role handles a high volume of incoming calls and voicemail messages and provides follow-up as needed. The Intake Assistant supports access to services by gathering information, identifying caller needs, providing appropriate referrals, and connecting individuals with qualified staff who can provide legal assistance.

The position follows established call screening procedures and communication guidelines. Must use sound judgment to adjust communication based on specific call situations.

Must have an ongoing knowledge of DRC’s policies and guidelines as directed by management and must be flexible and willing to adjust to other duties based on business needs. Disability Rights California will provide on-the-job training on the organization’s services, procedures and other relevant programs, as well as ongoing training opportunities.

JOB RESPONSIBILITIES

DRC provides reasonable disability accommodations to enable qualified individuals with disabilities to perform the essential functions.

Intake Assistant’s essential job functions are:

• Answer incoming calls and communicate with clients and the general public with respect, courtesy, empathy, patience, positive problem-solving, and a composed demeanor.
• Interact with callers in a trauma-informed manner respectful of callers’ diverse identities.
• As part of a team, screen a heavy volume of telephone calls from individuals asking for assistance with disability related legal issues.
• Gather and record information from callers to determine appropriate call routing or referrals.
• Act as a communication link between callers and internal teams.
• Use clear written and verbal communication to share information and ensure callers are connected to the appropriate unit or resource.
• Use multiple database systems simultaneously, including phone software, SharePoint, case file database, and other Microsoft applications, including Teams and Outlook calendars.
• Stay up to date with changes to DRC policies and procedures, services, available resources, and other relevant programs.
• Provide reasonable accommodation assistance to consumers with disabilities, as needed.

Other Duties

• Perform other duties as assigned.

Requirements

MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE:

(Applicants MUST meet EACH of the minimum qualifications to be considered for an interview.)

• High school diploma or general education degree (GED).
• 1-2 years of experience in customer service, client intake, administrative support, call center, legal services, or related work.
• Effective telephone skills, including the ability to understand and record information accurately.
• Ability to handle a high volume of incoming calls, as well as handle difficult call situations patiently and with empathy.
• Ability to follow scripts and procedures for caller communications, as needed.
• Ability to multitask and prioritize tasks effectively.
• Strong phone-based customer service and active listening skills.
• Proficient in typing, written communication, grammar, and spelling.
• Strong computer skills with experience using office productivity software, and communication and collaboration platforms.
• The ability to learn new software quickly and efficiently and navigate multiple applications while performing job duties.

DESIRABLE QUALIFICATIONS

(Applicants DO NOT have to meet any of the Desirable Qualifications to be considered for an interview.)

• Able to communicate fluently and write effectively in Spanish or an Asian language, including the ability to interpret and translate.
• Proficient knowledge of Windows-based computer applications, including Microsoft 365 products, SharePoint, and Teams.
• Prior experience working in a remote or hybrid work environment.
• A working knowledge of the laws, rights, and services pertaining to people with disabilities in California.
• Experience working for non-profit and/or social services organizations.
• Life experience as a person with a disability or direct experience as a caregiver of a person with a disability.
• Familiarity and/or extensive contacts with one or more of the following: homelessness, criminal justice, substance abuse or Gay/Lesbian/Bi-Sexual/ Transgender/Intersex (GLBTI) communities.

LICENSES / CERTIFICATES

This position has no license or certificate requirements.

TRAVEL REQUIREMENTS

Minimal travel required. Ability to travel infrequently for activities such as training or meetings up to 10% of the time.

WORKING CONDITIONS

The following describes general working conditions and requirements of the job, which can be performed with or without disability-related reasonable accommodation.

• The position is primarily remote and performed in a home office environment (Monday – Friday, 9:00 AM – 5:00 PM)
• The position may require work from an office location for trainings, meetings, or if remote work conditions prevent the employee from completing the job duties.
• The position requires reliable internet and a private workspace for handling confidential information and communication with clients and the public.
• Regular use of computers, phones, video, and other online communication tools.
• Minimal evening work may be required based on operational needs.