Intake Specialist

INTAKE SPECIALIST – FULL TIME Position Type:
Full Time, Non-Exempt

Location:

St. Cloud, MN (hybrid: remote + in-office)
About Mid-Minnesota Legal Aid Mid-Minnesota Legal Aid (MMLA) provides high-quality legal services to people with low income and others facing barriers to justice. We are committed to advancing racial justice, serving clients with dignity, and creating an inclusive, supportive workplace where staff can do meaningful work.

Why Work Here?

MMLA offers a hybrid schedule that balances remote work with in-office collaboration. Employees work four full days per week and enjoy Friday afternoons off through our half-day Friday benefit. We also provide on-the-job training, mentorship, and opportunities for growth within the organization.

Position Summary The Intake Specialist serves as a compassionate, trauma-informed first point of contact for individuals seeking legal assistance in a fast-paced, high-volume environment. In this role, you will conduct guided, trauma-informed conversations with potential clients to screen for eligibility, gather relevant information, and document case details in a respectful, client-centered way that prioritizes the client’s safety, dignity, and well-being.

This role is not limited to direct intake calls. The Intake Specialist collaborates closely with other programs, legal units, and external partner organizations to ensure smooth coordination of care and services. You will work across teams to support shared intake goals, share information appropriately, and help connect clients to the right resources.

The Intake Specialist reports to the Intake Manager, who oversees intake operations across multiple Mid-Minnesota Legal Aid office locations throughout Minnesota.

Schedule The regular work schedule is Monday through Thursday from 8:30 a.m. to 4:30 p.m. and Friday from 8:30 a.m. to 12:30 p.m.Primary Responsibilities
• Conduct trauma-informed, client-centered intakes, including eligibility screening and guided interviews to collect facts, write case summaries, and enter information into the Legal Server case management system
• Manage a high volume of intake interactions across multiple channels simultaneously, including:

Client and community partner callbacks

Transfers and requests from our coordinated online intake collaboration system

Email inquiries related to intakes and referrals

Requests from internal legal teams
• Answer the main intake phone line and direct callers to the appropriate staff member or resource
• Serve as a liaison to an assigned legal unit, participating in team meetings and supporting coordinated intake processes
• Collaborate with internal teams and external organizations, including community partners, social service agencies, and other legal aid providers, to share information, coordinate referrals, and support clients across systems
• Maintain and update office files and records in the electronic case management system
• Greet visitors, assist clients at the reception desk as needed, and provide occasional front desk coverage
• Identify opportunities to improve intake workflows, communication practices, and internal processes to increase efficiency and consistency in client service
• Apply MMLA’s Racial Justice Values Statement in all client and staff interactions
• Perform other duties as assigned Qualifications
• Experience working with and a strong interest in serving diverse client communities, including people from marginalized backgrounds, people with disabilities, and people experiencing homelessness
• Demonstrated commitment to trauma-informed, client-centered communication and guided conversations that prioritize client safety and dignity
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office,…