Helpline Intake Specialist

Be a part of an organization making a difference in the Central Florida community. As an Orlando Business Journal’s 2021 Best Places to Work Honoree and Orlando Sentinel’s 2022 Best Workplaces Honoree, Community Legal Services (CLS) is a full service civil legal aid law firm that promotes equal access to justice, specifically for the most vulnerable individuals in our society.

CLS offers:

• 15 paid holidays and 24 days of paid time off
• Excellent physical/mental health, vision, and benefits (With 95% of benefits paid for by company)
• 100% Coverage with Dental Benefits, Life Insurance, Long/Short Term Disability
• 100% 403B match
• Student loan reimbursement for Attorneys
• Tuition Reimbursement
• Ability to apply for Public Service Loan Forgiveness (PSLF)
• Fantastic work-life balance
• Various opportunities for upward mobility into leadership/more advanced roles
• Pet Insurance

CLS is currently searching for a service-minded, mission driven individual to fulfill the following position:

Helpline Intake Specialist

OVERVIEW
Reporting to Managing Attorney – Advice and Brief Services Helpline or designee, the Intake Specialist will work directly with the Helpline to receive and review requests for assistance and complete intakes for customers to determine eligibility for our twelve-county coverage area. This role will include collaborating with all units at Community Legal Services (CLS) for purposes of transferring cases for assistance.

RESPONSIBILITIES

1. Receiving and reviewing requests for assistance and complete intakes for customers to determine eligibility.
2. Complete intakes received through any online intake portal, referrals by community organizations, and/or walk-in customers experiencing urgent matters.
3. Determine customer eligibility pursuant to case acceptance guidance, current grants, and firm priorities.
4. For eligible clients, transfer intakes directly to call queue for the Helpline attorneys or to the appropriate department of referral.
5. The candidate in this role will triage legal issues for customers throughout the intake process and draft and send referrals to other legal aid organizations as advised by the Helpline team for legal issues outside of the CLS service area or outside of areas of law.

REQUIREMENTS

1.  Commitment         

a.  Demonstrating commitment to promoting the mission, vision, and values of CLS.

b.  Unwavering dedication to high-quality legal programs, fiscal strength, and organizational integrity.

2.  Background and Experience

1. High School diploma or equivalent.
2. Highly prefer someone with a Psychology, Public Interest Law, Nonprofit Background
3. Bilingual (English/Spanish) preferred.
4. Typing skills of 50 WPM and the ability to enter data into the computer.
5. Emotional intelligence and interpersonal communication are necessary as our clients will be providing sensitive information. 
6. Experience working with low-income and/or vulnerable clients and communities on civil legal matters (Public Interest Law or a Non-Profit Organization preferred).
7. Working knowledge of Microsoft Suite (Word, Excel, PowerPoint, and Outlook) and case management systems.
8. The successful candidate will have a high capacity to prioritize, manage simultaneous tasks, and meet deadlines within a rapid-paced environment
9. Familiarity with the judicial system and a wide range of social services preferred.
10. Valid Florida automobile license, use of own auto, and proof of insurance necessary.
11. Must be able to travel to the offices within 12 county service area and sometimes outside of service area.

3.  Physical Requirements

1. Prolonged periods sitting at a desk and working on a computer.
2. Must be able to lift up to 25 pounds at times.

Salary: $18-$21 an hour.

GENERAL STATEMENT

CLS is an Equal Opportunity Employer: We value a diverse workforce and the promotion of inclusive culture at all levels.

CLS does not discriminate against any employee or qualified applicant for employment from all qualified individuals on the basis of age, race, color, creed, national origin, ancestry, marital or familial status, affectional or sexual orientation, gender identity or expression, sex, disability, socio-economic position, religion, political belief, protected genetic information, military or veteran status, or any other characteristic protected under applicable Federal or State law.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.