What are the responsibilities and job description for the Intake Specialist - New Castle Office position at Neighborhood Legal Services?
INTAKE SPECIALIST
Job Title: Intake Specialist – New Castle #411
Reports to: Managing Attorney for Intake
JOB SUMMARY:
Intake Specialists are responsible for completion of program intakes and redirection of callers to appropriate resources. The conduct of an Intake Specialist and the way the duties are executed shall always be consistent with program policies established by the NLSA Board of Directors and the NLSA Executive Director, including the obligation to maintain client confidentiality.
This position is on-site 5 days per week.
DUTIES/RESPONSIBILITIES:
- Entry of and closing of intakes in the case management system;
- Respond to all messages (telephone or via on-line intake) are responded to on a daily basis;
- Open and close intakes and assembling office files, forms, and statistics
- Prepare and send Reduced Fee Certificates
- Maintain the intake areas in good order and ensure that the intake units are properly supplied;
- Issue and monitor pro bono case referrals;
- Create and track referrals to other resources for each individual referred.
- Perform all duties in a courteous manner and with attention to detail;
- Perform other tasks as needed and as directed by the appropriate supervisory personnel (tasks may vary from office to office);
- Performa duties of receptionist or secretary as required or assigned;
- Participate upon request, in efforts to advance the organization and in fundraising initiatives
REQUIRED SKILLS/ABILITIES:
- Computer/keyboarding skills, including proficiency in Microsoft Office, Outlook, SharePoint,
- Ability to learn and effectively navigate NLSA’s case management system;
- Excellent telephone skills, including the ability to deal with and handle difficult callers;
- Prior customer service experience is a plus;
- Proficient in spelling, punctuation, grammar and other English language skills;
- Proven experience of producing correspondence and documents;
- Proven experience in managing information and communication
EDUCATION AND EXPERIENCE
- Customer service experience
- Associate Degree or minimum of one-year certificate from college or technical school preferred.
PHYSICAL REQUIREMENTS:
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift to 15 pounds at times.
NEIGHBORHOOD LEGAL SERVICES BENEFITS INCLUDE:
- NLS 100% paid healthcare through Highmark that includes prescription and dental coverage
- NLS 100% paid Life/ADD, Long-term Disability, Short-term Disability Insurance
- NLS paid Health Reimbursement Account (HRA)
- Contributions to a 403b and/or Roth 403b after one-year of service (optional)
- Options that you may choose to purchase or contribute to include:
- Vision Insurance
- FSA – Medical Account
- FSA - Dependent Care Account
- Qualified Transportation Election
- Paid Time Off: (pro-rated first year)
- 15 vacation days
- 14 sick days
- 3 Personal Days
- 16 Holidays