Assistant Director of Intake -Personal Injury Law Firm

Assistant Director of Intake

Help Shape the Future of Client Experience at Baker & DiSalvo

At Baker & DiSalvo, we believe every exceptional client relationship begins with an exceptional first impression. As one of Florida's premier personal injury law firms, we are committed to providing compassionate representation, outstanding client service, and innovative legal solutions.

As our firm continues to grow, we are investing in our Intake Department to ensure every prospective client receives an outstanding experience from their very first interaction with our team. We're looking for an experienced, driven, and people-focused Assistant Director of Intake to help lead that mission.

Position Summary

The Assistant Director of Intake serves as a key operational leader within the Intake Department, partnering closely with the Director of Intake to oversee daily operations, develop team members, improve workflows, and maintain consistency across all firm locations.

The ideal candidate has significant legal intake experience—preferably within plaintiff personal injury—and understands how to balance operational excellence with compassionate client service. This individual is proactive, emotionally intelligent, adaptable, and thrives in a fast-paced environment where continuous improvement is encouraged.

If you're someone who enjoys developing people, creating structure, embracing change, and making a lasting impact, we'd love to hear from you.

Key ResponsibilitiesLeadership, Coaching & Team Development

• Partner with the Director of Intake to support and guide intake teams across multiple office locations.
• Lead by example through professionalism, accountability, and exceptional client service.
• Coach, mentor, and develop team members to maximize performance and foster career growth.
• Reinforce department expectations while maintaining a positive, collaborative, and supportive work environment.
• Assist with onboarding, training, and ongoing professional development for new and existing employees.
• Help cultivate a culture centered on teamwork, accountability, continuous learning, and operational excellence.

Training, Process Development & Continuous Improvement

• Develop, maintain, and enhance Standard Operating Procedures (SOPs), training manuals, checklists, instructional videos, and other educational resources.
• Lead intake training and cross-training initiatives in collaboration with the Director of Intake.
• Identify opportunities to streamline workflows, improve efficiency, and enhance the client experience.
• Embrace new technology, evolving procedures, and operational improvements with flexibility and enthusiasm.
• Support firm-wide implementation of new systems and best practices.

Intake Operations & Quality Assurance

• Serve as a hands-on operational resource during periods of high call volume, staffing shortages, or increased demand.
• Monitor intake workflows to identify trends, bottlenecks, and areas for improvement.
• Perform quality assurance audits to ensure accuracy, compliance, and consistency across all intake files.
• Collaborate with attorneys, department leaders, and staff to proactively resolve issues before they escalate.
• Ensure intake processes align with firm standards and provide a seamless transition into case onboarding.

Reporting & Performance Management

• Track and analyze key performance indicators (KPIs) related to intake production, responsiveness, quality, and conversion.
• Prepare reports and dashboards for leadership.
• Assist with employee coaching sessions, performance follow-ups, and accountability initiatives.
• Use performance data to recommend improvements that increase efficiency and client satisfaction.

Administrative & Operational Leadership

• Provide day-to-day operational support to the Director of Intake.
• Assist with department projects, procedural updates, and strategic initiatives.
• Act as the department's primary point of contact when the Director is unavailable.
• Support firm growth initiatives through collaboration with leadership and other departments.

QualificationsRequired

• Associate's or Bachelor's degree, or equivalent professional experience.
• Strong experience working with case management software such as Litify, Salesforce, or similar CRM platforms.
• Excellent organizational and project management skills.
• Outstanding written, verbal, and interpersonal communication skills.
• Ability to prioritize multiple projects while maintaining exceptional attention to detail.
• Demonstrated leadership, problem-solving, and decision-making abilities.
• Positive attitude with a collaborative, team-first mindset.
• Ability to adapt quickly in a fast-paced, evolving environment.

Preferred

• 3–5 years of legal intake experience, preferably in plaintiff personal injury.
• 2 years of leadership, supervisory, or senior intake experience.
• Experience training, mentoring, and coaching employees.
• Strong understanding of personal injury intake, client onboarding, and case screening processes.
• Bilingual in English and Spanish.

Why Join Baker & DiSalvo?

We know our people are our greatest asset. That's why we are committed to providing an environment where employees feel supported, challenged, and empowered to grow professionally.

Benefits & Perks

• Competitive salary
• Performance-based bonus opportunities
• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan with employer matching
• Three weeks of paid time off plus paid firm holidays
• Paid parental leave
• Continuing education and professional development reimbursement
• Employee referral bonus program
• Opportunities for advancement within a growing organization
• Collaborative leadership team with an open-door culture
• Modern technology and resources designed to help you succeed
• Business casual work environment

Make an Impact

This is more than a management role—it's an opportunity to shape the client experience, develop future leaders, and help build one of Florida's premier personal injury firms.

If you're passionate about leadership, operational excellence, and creating exceptional client experiences, we invite you to apply and become part of the Baker & DiSalvo team.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Experience:

• personal injury intake: 2 years (Required)

Language:

• Spanish (Required)

Work Location: In person

Salary : $50,000 - $65,000