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Assistant Program Manager

1 month ago

San Diego, United States Legal Aid Society of San Diego Full time
Position Summary

Under the supervision of, and in conjunction with, the Managing Attorney, assists with overseeing, training, and supervising the work of Intake Team; assists with outreach, compliance, and reporting requirements; assists with screening in-person and telephone applicants for services; and provides other assistance and support necessary to ensure that the intake process runs smoothly and efficiently to ensure that applicants are able to access appropriate services from LASSD.

About the Organization

Legal Aid Society of San Diego (LASSD), the largest poverty law firm serving San Diego County since 1953, strengthens our communities by redressing our clients' legal problems, empowering our clients to access and effectively participate within the legal, governmental, and social systems and encouraging self-empowerment in the fight against poverty and injustice. LASSD continues to be a proud, committed, and compassionate group of people dedicated to providing equal access to justice for San Diegans through aggressive, quality legal services. #justicebeginshere

Essential Functions:

• Under the supervision of, and in conjunction with, Managing Attorney, perform the following duties:

• Assists with direct supervision of non-attorney staff on the Intake Team, including providing training, oversight and mentorship.

• Conducts review and monitoring of applications and client records to ensure accurate data is being collected and recorded by non-attorney staff on the Intake Team.

• Assists with monitoring non-attorney staffs' compliance with policies and procedures when screening applicants and handling requests for assistance by telephone, online and in person.

• Trains and monitors non-attorney staff to ensure a high level of efficient customer service.

• Assists with creating, updating, and implementing the use of team training materials and procedures.

• Communicates with walk-in clients, applicants, and members of the public in a trauma-informed, culturally and linguistically competent manner.

• Motivates and supports non-attorney staff through effective feedback and communication.

• Assists Managing Attorney with outreach and community education. • Assists in the preparation of reports, including, but not limited to, data collection and reviewing satisfaction surveys.

• Assists with periodic internal audits to ensure contract compliance standards while ensuring that policy and procedures are followed.

• Assists with developing a framework for tracking and measuring the effectiveness of LASSD's intake system, and the productivity of the Intake Team.

• Identifies service delivery gaps and emerging needs.

• Backs up Intake staff to manage volume of in-person, phone and website inquiries as needed.

• Perform additional duties as requested by Management.

Requirements

Qualifications:

• Bachelor's degree, associate's degree, or demonstrated equivalent experience which demonstrates strong writing, verbal, reading, analytical, and research skills.

• At least 5 years prior experience of customer service, to include supervising a team of call center agents.

• Experience with call center software/data systems, case management software, and other relevant computer software.

• Experience working with diverse populations including low-income populations, those with physical and mental health disabilities, those with history of substance abuse, those from culturally distinct groups, and individuals with limited English proficiency.

• Ability to build and maintain relationships with community-based organizations and governmental workers.

• Ability to gather and complete information from clients in a telephone interview or in person interview.

• Ability to respond to clients in a calm, empathetic and professional manner while courteously directing the conversation to the pertinent issues, while also implementing trauma-informed care strategies.

• Desire and proven ability to mentor and train less experienced staff.

• Demonstrated written and verbal communication skills.

• Ability to work independently and follow through on assignments with accuracy and minimal direction, as well as support team efforts.

• Ability to problem-solve, strategize and plan so as to timely and consistently meet grant deliverables and reporting requirements and improve efficiencies.

• Ability to work occasional evenings and weekends, as needed.

• Must have reliable transportation and auto insurance.

Desired Knowledge, Skills, and Abilities

• Fluency in written and spoken Spanish or other threshold language preferred.

• Demonstrated commitment to serving low-income populations.

• Experience in client customer service including intake, interviews and research related to legal issues, or experience in the field and understanding of related systems, laws and regulations.

• Experience with Justice Server, 8x8, and Microsoft Teams.

Salary and Benefits:

The Assistant Program Manager position is an exempt position with a salary range of $66,560 to $81,667, and a starting salary of $70,000. In addition, there is a bilingual pay increase of 2% for passing an oral test and 2% for passing a written test for threshold languages other than English.

LASSD offers a generous benefits package, a 35-hour work week, paid vacation leave and sick leave and 100% employer-paid medical premium, 50% employer-paid premium for dependents under LASSD health plan, as well as dental, vision, and life benefits. Staff also have the option to participate in a 403(b)-retirement plan and dependent and health flex savings accounts (FSA). LASSD has its own law school loan repayment program and is an eligible nonprofit employer for the Public Service Loan Forgiveness (PSLF) Program.

LASSD is an equal opportunity employer, we hire without regard to race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, domestic violence victim status, political affiliation, and any other status protected by state or federal law.

Hybrid Work Environment:

Legal Aid Society of San Diego ("LASSD") has adopted a hybrid work environment in which most staff are required to work in the office part of the week and permitted to work remotely for the remainder of the week, provided their job duties allow. All employees are issued LASSD computers and provided with appropriate supplies to perform their work. LASSD has implemented and continues to explore additional technologies to make our hybrid working environment as efficient and connected as possible. All employees must be available to travel to LASSD offices and service locations throughout San Diego County as needed and in compliance with public health advisories. Applicants must reside in or near San Diego County or plan to relocate in or near the County prior to their start date and must be able to commute to the physical Legal Aid Society of San Diego office locations or service delivery locations within San Diego County. LASSD's normal business hours are 9am-5pm, but we are open to providing flexible work schedules to the extent feasible for the position. LASSD reserves the right to change these policies at any time.

Diversity and Inclusion:

It is vitally important to LASSD that we represent the community that we serve. LASSD is a signatory to the San Diego County Bar Association's Diversity Pledge. We pledge to promote diversity and inclusion through hiring and retention, promotion and leadership, engagement of outside counsel, and participation in legal community diversity initiatives. We strongly encourage applicants of diverse backgrounds to apply.