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. 

Salary/Benefits: 

This position is full-time (37.5 hours weekly) and considered exempt for the purpose of federal wage/hour law. This position will be hybrid, three days in the office and two days from home, after an initial 90-day introductory period. Salary DOE, plus benefits package including medical, retirement, life and disability and generous paid time off. The Intake Specialist I position is based in our Concord, NH office.  

How to Apply 

Interested candidates should submit a resume and cover letter. Applications will be reviewed on a rolling basis until the position is filled.