Neighborhood Legal Services of Los Angeles County (NLSLA) provides free assistance to over 175,000 individuals and families each year through innovative projects that expand access to justice. The Intake Screener connects residents throughout Los Angeles County to legal services and community resources, serving as the first point of contact for individuals seeking support through NLSLA’s live hotline, online application system, and in-person office visits.
Responsibilities
- Screen individuals seeking legal assistance via hotline, online applications, and in-person visits by:
- Identifying legal issues
- Gathering demographic information
- Requesting necessary documentation
- Develop and maintain working knowledge of NLSLA’s core legal practice areas in order to:
- Provide brief legal information
- Route applicants to appropriate internal teams
- Provide accurate external referrals when needed
- Provide walk-in support at office locations by conducting prescreens and distributing resource materials and referrals
- Assist with general administrative duties while working in the office
- Provide occasional coverage at the Glendale, Pacoima, or El Monte offices
- Participate in outreach events and community presentations as needed
- Participate in team meetings, internal trainings, and ongoing professional development to remain aligned with organizational protocols and evolving case acceptance guidelines
- Support pilot projects and service improvement initiatives by identifying service gaps, testing new approaches, and helping implement solutions
- This position is designated as hybrid. Employees are required to work on-site a minimum of two (2) days per week, with the remaining time eligible for remote work as business needs allow. Specific in-office days may be set by the department or manager to support team collaboration and organizational priorities
- Travel to NLSLA program offices, courthouses, and other locations throughout Los Angeles County may be required
Skills
- Minimum of one (1) year of experience in a customer service or direct client-facing role
- Excellent interpersonal, oral, and written communication skills with a client-centered mindset
- Strong time management and organizational skills, with the ability to multitask in a fast-paced environment
- Ability to work independently with moderate supervision and collaboratively as part of a team
- Sensitivity, patience, and professionalism when working with individuals in crisis
- Ability to compassionately manage a high volume of applicants while maintaining accuracy and efficiency
- Working knowledge of Microsoft Outlook, Word and Excel, business communication platforms, and web-based case management platforms
- Passion for NLSLA mission and demonstrated commitment to advocating for the legal rights of low-income individuals
- Prior experience in a legal aid organization, nonprofit, or government setting
- Bachelor's degree completed or in progress
- Are bilingual in Spanish, due to the high number of Spanish-speaking residents in the community, or in any of the other Los Angeles threshold languages, which is highly valued in our community outreach efforts
Benefits
- Generous Time Off: 15 paid holidays, 2 to 5 weeks of vacation depending on seniority, and 12 days of sick leave.
- Comprehensive Benefits: Medical, dental, and vision insurance with a variety of plan options.
- Basic Life and AD&D Insurance, Long-Term Disability Insurance.
- 403(b) retirement plan with employer contributions and options for voluntary contributions.
- Monthly bilingual supplement for qualified employees.
- Technology reimbursement to help you stay connected and equipped to do your best work.
Company Overview
- Each year Neighborhood Legal Services of Los Angeles County (NLSLA) provides free assistance to more than 100,000 individuals and families through innovative projects that expand access to justice and address the most critical needs of Los Angeles’ poverty communities. It was founded in 1965, and is headquartered in Glendale, California, USA, with a workforce of 51-200 employees. Its website is https://www.nlsla.org.