Intake Specialist and Volunteer Coordinator

PRIMARY DUTIES AND RESPONSIBILITIES: 

The Intake Specialist & Volunteer Coordinator will assist in the day-to-day operations of a nonprofit immigration law organization. This is a split position reporting to the Intake & Pro Bono team on the intake piece and to the Executive Director on the volunteer piece. This position will also work across teams. Half of the position’s time is primarily dedicated to being the intake specialist. The intake specialist conducts intake and eligibility screening of potential clients by phone and is also responsible for scheduling initial consultations for callers with legal staff. The remaining half of the position’s time is primarily dedicated to serving as a volunteer coordinator.

INTAKE SPECIALIST RESPONSIBILITIES:

1.      Answering and processing incoming calls on ILCM’s intake telephone line, including:

·  Staffing the intake line

·  Screening each caller for income eligibility and, if income-eligible, then for case type

·  Scheduling initial consultation appointments with ILCM legal staff

·  Creating cases in Legal Server database

· Documenting all calls in a call log, including follow up questions for review from the intake and legal supervisors

· Tracking rejected calls

· Sending appointment confirmation reminders to clients

· Providing callers with referrals to other service providers, as needed

· Using Language Line interpreting services as necessary, and document use

· Serving as point of contact for professionals who call the intake line

·  Providing referrals or determining if calls can be transferred to legal staff

·  Checking messages and call-back lists from reception staff and return calls within 48 hours

·  Following up with potential clients referred from partner agencies via phone calls, emails, and LegalServer E-Transfers

2.      Coordinating with all legal staff on intake availability and case type, including:

·  Communicating with legal staff to determine availability for upcoming intake dates 

·  Making intake calendar templates and have them available for scheduling

·  Communicating with Pro Bono Manager regarding intake process and appointments for Pro Bono

team

·  Emailing the general intake calendar to legal staff prior to their scheduled appointments

3.      Safety planning for violence victims who call intake lines: Making sure they are connected with shelters, advocates, crisis lines, or other services as needed

4.     Participating in case review and legal meetings to learn about specific forms of legal relief and provide input about process and system improvement

5.      Providing training and supervision of intake volunteers

6.      Assisting in the preparation and staffing of intake-related outreach events

7.     Keeping intake manual up to date with all policies and procedures

VOLUNTEER COORDINATOR RESPONSIBILITIES:

1.     Working across teams to meet volunteer & intern needs of the organization including:

·   Listing of positions and maintaining relationships with volunteer & intern programs

·   Recruiting, interviewing, selecting, and placing applicants for volunteer opportunities

·   Providing orientation and other onboarding logistics for ILCM volunteers and interns

2.      Building relationships with the community as well as colleges and law schools for volunteer opportunities and internships

3.      Identifying and working with different scholarship programs for internships and work-study

programs

4.      Tracking volunteer hours and providing such data for grant proposals, grant reporting,

and annual audit

5.      Coordinating volunteer translators or paid services, as appropriate, for communication

materials and/or for caseworkers as needed

6.      Translate documents as needed

7.      Submit expense authorizations for translations

QUALIFICATIONS |KNOWLEDGE, SKILLS & ABILITIES: 

• Associate or Bachelor’s degree in any field
• Paralegal experience or experience working in an attorney’s office with some college credits
• Experience advocating on behalf of immigrants
• Fluency in a language spoken by a significant proportion of ILCM’s client population, such as Spanish, Somali, Hmong, Amharic, Oromo, Karen, or Karenni
• Proficient in all Microsoft programs including Word, Excel and Outlook
• Must easily learn database programs that organize client and/or contact information (e.g., LegalServer)
• Must be detail-oriented and able to meet deadlines while managing multiple tasks simultaneously
• Must have excellent interpersonal communication skills and relationship-building skills to effectively work with a variety of people and personalities (e.g., clients, partnering agencies, Board members, volunteers, independent contractors, and staff
• Must be able to communicate clearly in person and in writing
• Must understand and display high levels of internal and external customer service, with excellent listening skills
• Must be able to plan, prioritize, coordinate, and manage own work
• Must be able to work unsupervised and solve routine problems independently, effectively and creatively
• Must understand and maintain the confidential nature of organizational information