Bilingual Intake Specialist – Volunteer Lawyers Project

To apply, please submit resume and cover letter here.

DAYS/HOURS: Monday – Friday, 8:30 AM- 4:30 PM with one unpaid hour for lunch 
REPORTS TO: Chris Neighbours, Call Center Manager
LOCATION: Remote
HOURLY WAGE: $19.78 per hour

SUMMARY OF POSITION:  
The Bilingual Intake Specialist will answer calls, screen callers for eligibility, conduct intakes, give information and referrals, schedule appointments, and perform data entry at the Eastern Region Legal Intake (ERLI) Call Center, a program of Volunteer Lawyers Project. The Intake Specialist will receive ongoing training in order to provide the highest level of legal information, referrals, and advice under the supervision of a manager and attorney.

REQUIRED EDUCATION/TRAINING: 
– High School/GED Diploma
– Fluency in English and Spanish
– Proficiency in Microsoft Office Suite

REQUIRED 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

PREFERRED EXPERIENCE: 
– Prior experience serving low-income populations and communities

REQUIRED MENTAL/PHYSICAL ABILITIES/SKILLS:
– Strong verbal and written communication skills
– Ability to absorb and retain new information quickly
– Strong interpersonal skills
– Strong organizational and time management skills
– Ability to excel working independently and within a team
– Ability to learn and navigate computer, case management software, and phone systems
– Ability to be flexible and adapt to various client situations and changes in program procedures
– Strong data entry and typing skills
– Ability to manage stress and identify self-care as needed
– High level of attention to detail and accuracy
– Ability to analyze and problem solve quickly
– Ability to effectively and efficiently communicate over the phone

ESSENTIAL FUNCTIONS:
– Conduct intakes by phone and respond to online intake requests for legal assistance
– Apply legal training to client case facts and provide accurate information, referral, or legal advice under the supervision of the manager and supervising attorney
– Utilize case management database to document case facts and prepare case files for daily supervisor review
– Schedule clients for advice calls and conduct advice call-back appointments
– Other program duties as assigned

VLP 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, gender identity and expression, pregnancy, national origin, veteran status, and military status or any other characteristic protected by applicable local, state, or federal law.