Intake Specialist

Description

SLP is a nonprofit legal services organization dedicated to protecting the rights, dignity, and independence of adults age 60 and older. We provide free legal assistance and advocacy to seniors facing a variety of civil legal issues. Our mission is to ensure that older adults have access to justice and the support they need to age with dignity. Benefits include medical, dental, and vision insurance, paid time off and generous holidays, a retirement plan, and professional development opportunities.

We are seeking a compassionate, detail-oriented Intake Specialist to serve as the first point of contact for seniors seeking legal assistance. This role is ideal for someone with prior call center or customer service experience who enjoys working in a high-volume phone environment and providing exceptional support to callers.

The Intake Specialist will answer incoming calls, gather information, assess eligibility for services, and ensure callers are connected with the appropriate resources. The successful candidate will be patient, empathetic, organized, and comfortable interacting with older adults from diverse backgrounds.

• Answer and manage incoming calls in a professional, courteous, and compassionate manner
• Conduct intake interviews and collect accurate client information
• Screen callers for eligibility and legal service needs
• Enter and maintain detailed records in the organization's case management database
• Schedule appointments and route cases to appropriate legal staff
• Provide information, referrals, and community resources when appropriate
• Handle sensitive and confidential information with discretion
• Meet productivity and quality standards while maintaining a high level of customer service
• Collaborate with attorneys, paralegals, and support staff to facilitate services

The qualifications for this position include but are not limited to:

• High school diploma or equivalent
• Minimum of 2 years of call center, customer service, intake, or related experience
• Excellent verbal communication and active listening skills
• Strong data entry and computer skills
• Ability to manage multiple tasks while maintaining accuracy
• Demonstrated professionalism, patience, and empathy
• Ability to work independently and as part of a team

• Experience working with seniors, older adults, or vulnerable populations
• Experience in a nonprofit, healthcare, social services, legal services, or human services environment
• Familiarity with case management or customer relationship management (CRM) software
• Bilingual skills are a plus

• Enjoys working in a phone-based environment and helping people navigate complex situations
• Comfortable handling a high volume of calls while maintaining a positive attitude
• Demonstrates empathy and respect for older adults
• Strong attention to detail and commitment to accuracy
• Passion for the mission of serving seniors and promoting access to justice