V104 - Bilingual Intake Specialist

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Job Description:

Job Duck is seeking a compassionate and detail-oriented Bilingual Intake Specialist to serve as an essential connection between community members and qualified attorneys. In this role, you will conduct high volume phone and web based intake, evaluate legal service needs, coordinate referrals, and guide clients through the consultation process using clear and reassuring language. You will make a meaningful daily impact by helping individuals understand their options while ensuring accurate records, timely follow-up, and a professional client experience. The ideal candidate communicates fluently in English and Spanish, remains composed when assisting people facing stressful situations, and exercises sound judgment without providing legal advice. This opportunity is well suited for someone who values public service, enjoys collaborative work, and is motivated to improve access to justice.

• Compensation Range: $1,142 to $1,220

Responsibilities include, but are not limited to:

• Maintain patience and professional boundaries when assisting repeat callers or individuals with complex concerns.

• Perform additional administrative and office responsibilities as assigned

• Translate complex legal terminology into plain language that clients can understand.

• Review call recordings to identify opportunities for improving intake quality and the client experience.

• Track metrics including call volume, referral rates, declined referrals, reassigned matters, and follow-up completion.

• Maintain professional communication and records with referral partners and legal service organizations.

• Review Spanish translations of website content and client materials for clarity and accuracy.

• Recommend practical improvements to intake, referral, and follow-up procedures.

• Assist with the preparation of accurate recurring reports.

• Screen clients for financial eligibility for reduced fee and pro bono legal service programs.

• Record successful referrals, reassignments, and follow-up activity in the case management system.

• Send referral confirmations to clients and attorneys and verify receipt when appropriate.

• Determine whether a matter may be referred to a qualified panel attorney based on established procedures.

• Conduct complete client intake in English and Spanish, including intake for clients who communicate exclusively in Spanish

• Schedule paid consultations and process related payments accurately.

• Ask focused questions to identify the caller’s legal concern, applicable practice area, urgent dates, deadlines, and relevant court information.

• Direct callers to appropriate government agencies, social service organizations, or legal service providers when an attorney referral is unavailable.

• Explain the consultation process, applicable fees, referral information, and next steps in clear, accessible language without providing legal advice.

• Review and respond to online referral requests within established timeframes.

• Keep clients informed of referral reassignments and follow up until consultations are confirmed.

• Monitor self-referral bookings and reassign declined referrals to another qualified panel attorney within one business day.

• Answer calls from the legal referral phone queue promptly and professionally while managing more than 20 calls per day.

• Contact attorneys’ offices to place eligible cases and communicate relevant facts, dates, and court information

• Contact applicants to obtain missing information and complete the required screening process.

• Maintain accurate and detailed records for every intake, referral, reassignment, payment, and follow-up.

• Support monthly registration activities for legal access clinics.

Requirements:

• Full professional fluency in English and Spanish, including spoken and written communication and the ability to conduct complete client intake in Spanish

• Familiarity with legal terminology in both English and Spanish

• Previous experience in legal intake, client services, call center operations, or a comparable high volume service environment

• Availability to work Monday through Friday from 8:00 AM to 5:00 PM Pacific Time

• Ability to manage more than 20 calls per day while maintaining accuracy, professionalism, and appropriate follow-up

• Experience using or the ability to quickly learn Qase for case management and customer relationship management

• Experience using or the ability to quickly learn GoTo Connect or Microsoft Teams for phone communications

• Proficiency with Microsoft 365, particularly Outlook and Teams, for email, calendaring, and internal communication

• Reliable computer equipment, a stable internet connection, and a professional environment suitable for handling confidential client calls

• Understanding that the position provides referral information and procedural guidance but does not provide legal advice

Work Shift:

Languages:

Ready to dive in? Apply now and make sure to follow all the instructions! 

Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process.

Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.

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