Intake Manager - Neighborhood Legal Services Of Los Angeles County : Job Details

Overview

Join to apply for the Intake Manager role at Neighborhood Legal Services of Los Angeles County.

About The RoleThe Intake Manager is a key member of NLSLA's leadership team, responsible for overseeing and enhancing the entire applicant intake process across multiple channels, including our main phone hotline, online applications, and program offices. This position ensures that our intake system is a welcoming, efficient, and effective first point of contact for individuals seeking legal assistance.

What You'll Do

• Manage the overall operations of NLSLA's main hotline and other intake channels, ensuring compliance with case priorities and grant requirements.
• Directly supervise the intake team (receptionists and intake screeners) and the Administrative Initiatives Manager (AIM).
• Manage daily scheduling, quality control, and technical assistance for the intake team to ensure consistent coverage and high-quality service.
• Train, mentor, and support the professional growth of the team, fostering a collaborative and high-performing environment.
• Provide oversight and guidance to the AIM to improve frontline operational workflows, resource allocation, and staffing responsibilities.
• Analyze intake data and pilot program outcomes to provide regular reports and strategic recommendations to leadership on staffing, resource allocation, and operational improvements.
• Lead efforts to improve and innovate intake processes, including updating online portals, troubleshooting system issues with vendors, and adopting new technologies.
• Manage and improve the internal referral process, ensuring thorough documentation and effective resource allocation.
• Develop and maintain all intake protocols and resources, including the team's SharePoint site, intake forms, and client-facing materials.
• Engage with other legal aid organizations and technology partners to identify and adopt best practices in intake operations.
• Engage in organizational committees and collaborate with leadership to implement policies, training, and other initiatives.

Qualifications

• Minimum of 2 years of supervision experience.
• Minimum of 5 years of relevant experience.
• Experience working on or managing a legal services hotline or a similar client-facing intake process.
• Demonstrated understanding of the legal issues affecting low-income communities and experience working with people in crisis.
• Excellent communication, organizational, and problem-solving skills.
• Ability to work collaboratively in a team setting while also being self-motivated and able to manage multiple tasks.
• Proficiency with office technology, including Microsoft Office.

Bonus Points If You

• A bachelor's degree or J.D. is a plus but not required.
• Experience in a legal aid or public interest law organization.
• Bilingual fluency in a language commonly spoken in the Los Angeles area is preferred.
• Experience with LegalServer or another cloud-based case management system.
• Experience with project management or change management.
• Commitment to NLSLA's mission and serving low-income communities.

Why You'll Love Working with Us

At NLSLA, we support staff growth and work-life balance. We offer:

• Competitive Salary: $85,000–$115,000, based on experience.
• Work-Life Balance: A 35-hour workweek and a hybrid work schedule.
• Generous Time Off: 15 paid holidays, 2 to 5 weeks of vacation depending on seniority, and 12 days of sick leave. Exempt employees are eligible for compensatory time in accordance with policy.
• Comprehensive Benefits: Medical, dental, and vision insurance; Life and AD&D; Long-Term Disability; 403(b) retirement plan; Monthly bilingual supplement for qualified employees.
• A Culture of Inclusion: Inclusive work environment where everyone can thrive.
• Perks: Technology reimbursement to stay connected and equipped for your best work.

Equal Employment Opportunity Policy

NLSLA is committed to providing a work environment that respects the dignity and worth of every individual and is free from all forms of employment discrimination. We provide equal employment opportunities to all qualified candidates and employees and consider qualified applicants with criminal histories in a manner consistent with applicable laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

NLSLA's Commitments

We are committed to fostering a culture of inclusion and belonging. Our commitments include:

• Continuous Learning: Cultural competency and humility training, open dialogue, and self-reflection.
• Equitable Practices: Regular reviews of policies to ensure fairness and access.
• Strategic Resource Allocation: Directing resources to empower communities.
• Meaningful Community Engagement: Partnering with communities to co-create solutions.
• A Respectful Workplace: A work environment free from discrimination where everyone is valued.

Salary Description

$85,000–$115,000, based on experience

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Health Care Provider
• Industries: Law Practice

Neighborhood Legal Services of Los Angeles County is an equal opportunity employer and is committed to diversity in its workforce.

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