Intake Supervisor

2 weeks ago

Reston, Virginia, United States Legal Aid Foundation of Los Angeles Full time
Job Title: Intake Supervisor - Client Intake Workgroup

Job Summary: We are seeking an experienced Intake Supervisor to lead our Client Intake Workgroup at the Legal Aid Foundation of Los Angeles (LAFLA). The successful candidate will oversee the intake process for our Stay Housed LA program, ensuring efficient and client-centered assistance to tenants in need of housing justice.

Key Responsibilities:

  • Supervise a team of seven (7) receptionists who engage with potential clients and perform housing intake triage over the telephone and in person.
  • Oversee Stay Housed LA receptionist housing intake triage to ensure timely and accurate data entry, review applications for substantive quality and administrative compliance, and manage schedules to guarantee adequate coverage.
  • Collaborate with LAFLA's Intake and Call Center Supervisor to administer a high-volume telephone-based Contact Center, managing and monitoring Contact Center queues to ensure timely and responsive handling, and tracking and analyzing Stay Housed LA Contact Center metrics to identify areas for improvement and enhance the overall potential client experience.
  • Manage and mentor staff to ensure meaningful professional development and compliance with Stay Housed LA's priorities, policies, and procedures, including hiring and onboarding of staff, performing regular 1:1 check-ins, completing annual evaluations and professional development plans, and reviewing staff timekeeping and leave requests.
  • Cultivate effective relationships with a broad team that includes management, LAFLA's Intake and Call Center supervisor, attorneys, paralegals, support staff, volunteers, and students.

Requirements:

  • Minimum three (3) years of management experience required with the ability to motivate and inspire teams remotely and in person.
  • Experience performing intake and triage, particularly within a legal setting, is strongly preferred.
  • Demonstrated passion for Housing Justice work, and an understanding of tenants' rights is preferred.
  • Extremely strong interpersonal skills and the demonstrated ability to maintain an empathetic and resourceful attitude with persons in crisis and/or experiencing high-stress levels.
  • Ability to meet deadlines and perform multiple tasks while maintaining extreme attention to detail in a fast-paced work environment.
  • Willingness to work beyond a minimum 7.0-hour workday, including evening and weekend meetings and events, and workweeks over 35 hours when obligations so necessitate.
  • Ability to travel to LAFLA's five community offices required.
  • Bilingual in English and Spanish strongly preferred.

Benefits and Compensation: LAFLA offers a diverse environment with competitive compensation based on comparable public interest salaries. We also offer a generous benefits package for full-time employees including medical, dental, and vision for employees and dependents, life insurance, long-term disability and long-term care insurance, and 403(b) retirement plan. Eligible employees may also qualify for bilingual supplements, law student loan reimbursements, and a cell phone stipend.

Equal Opportunity Employer: LAFLA is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to equal employment opportunity and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. If you require reasonable accommodation as part of the application process or expect to require an accommodation if hired, please contact us.

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