Intake Screener

New Mexico Legal Aid; Albuquerque (NM); Hybrid; USD 44,110 - 62,030; Full time

Benefits offered by this job

Hybrid work schedule

Full-time 37.5-hour work week

Health benefits

Paid time off

Job summary

New Mexico Legal Aid seeks three Intake Screeners to be the first contact for individuals seeking legal help. You will conduct telephone and occasional in-person interviews, evaluate eligibility, document information, and provide appropriate referrals while preserving dignity and respect.

Working in a fast-paced environment, you will support attorneys, maintain confidential records, and use multiple software systems to ensure accurate case management and timely service delivery.

Qualifications

• High school diploma or equivalent.
• Two years of experience as a legal secretary, administrative professional, customer service representative, intake specialist, or in another position requiring extensive public interaction and documentation.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to gather information through structured interviews while maintaining empathy and professionalism.
• Strong organizational skills and attention to detail.
• Ability to accurately document information while actively listening.
• Proficiency with Microsoft Office and the ability to learn new software systems quickly and efficiently.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound judgment.

Responsibilities

• Client Intake & Eligibility: Conduct detailed intake interviews by telephone.
• Occasionally perform in-person intakes.
• Gather and document information to determine eligibility for legal services.
• Assess applicant eligibility for legal services.
• Obtain information regarding legal issues, household composition, income, assets, conflicts, and other eligibility factors.
• Enter complete and accurate information into the case management system.

Skills

Customer service

Interpersonal skills

Public interviewing

Organizational skills

Attention to detail

Confidentiality

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Intake Screener

Flexible Location, NM

New Mexico Legal Aid (NMLA) provides civil legal services to low-income New Mexicans to promote family and economic stability, helping clients access food, shelter, security, and to preserve their unique cultural heritages. NMLA has locations throughout the state, including Albuquerque, Santa Fe, Las Cruces, Santa Ana Pueblo, Gallup, Roswell, Silver City, and Taos.

This position reports to the Intake, Referral, and Advice Assistant Manager and may be housed in any of our offices throughout New Mexico.

New Mexico Legal Aid seeks three Intake Screeners to serve as the first point of contact for individuals seeking legal assistance through New Mexico Legal Aid. This position plays a critical role in ensuring applicants receive timely, compassionate, and professional service while gathering accurate information necessary to determine eligibility for legal services. The Intake Screener ensures that clients are connected to the most appropriate legal services while treating every applicant with dignity, empathy, and respect.

Working in a fast-paced, high-volume environment, the Intake Screener conducts telephone and occasional in-person interviews, evaluates applicant eligibility under program guidelines, documents information in the case management system, provides legal information and community resource referrals, and supports attorneys.

Essential Duties and Responsibilities

• Client Intake & Eligibility
• Conduct detailed intake interviews by telephone
• Occasionally expected to perform in-person intakes
• Gather and accurately document information necessary to determine eligibility for legal services.
• Assess applicant eligibility for legal services.
• Obtain information regarding legal issues, household composition, income, assets, conflicts, and other eligibility factors.
• Enter complete and accurate information into the organization's case management system.

Client Service & Referrals

• Provide exceptional customer service to applicants, including individuals experiencing crisis, trauma, or significant stress.
• Explain application processes and answer general questions regarding available services.
• Provide appropriate referrals to community agencies, courts, government entities, or other legal resources when applicants are ineligible for NMLA services or another resource may better meet their needs.
• Communicate with professionalism, empathy, and cultural sensitivity while maintaining appropriate boundaries.

Case Management Support

• Create clear, concise intake summaries and case notes for attorney review.
• Prepare intake files for attorney assignment.
• Assist attorneys with administrative support related to intake matters, including preparing correspondence and closing letters
• Maintain accurate records and documentation in accordance with organizational standards.

Technology & Documentation

• Efficiently navigate multiple software systems while conducting live interviews.
• Maintain complete, timely, and accurate electronic case records.
• Protect confidential client information in accordance with ethical obligations, organizational policy, and applicable law.
• Utilize office technology and communication systems to support efficient service delivery.

Team Collaboration

• Work collaboratively with attorneys, legal support staff, and other departments to ensure effective client service.
• Participate in meetings and training and process improvement initiatives.
• Support a positive, respectful, and inclusive work environment.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• Two years of experience as a legal secretary, administrative professional, customer service representative, intake specialist, or in another position requiring extensive public interaction and documentation.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to gather information through structured interviews while maintaining empathy and professionalism.
• Strong organizational skills and attention to detail.
• Ability to accurately document information while actively listening.
• Proficiency with Microsoft Office and the ability to learn new software systems quickly and efficiently.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound judgment.

Preferred Qualifications

• Experience working in a legal services, court, nonprofit, healthcare, or human services environment.
• Familiarity with legal terminology or civil legal processes.
• Bilingual - Spanish or a Native American language preferred
• Knowledge of New Mexico community resources.
• Experience working with individuals experiencing trauma, domestic violence, housing instability, or financial hardship.

The position is part of a collective bargaining agreement. Pay is determined by years of experience and set by a union scale. NMLA provides comprehensive benefits, holiday and leave packages. For information about NMLA's generous benefits, and what it is like to work at NMLA.

Company Benefits

• 100% employer-paid BCBS medical, plus dental and vision for employees
• Generous employer contributions toward dependent coverage.
• Paid time off includes annual leave (starting at 3 weeks/year), 6 days personal time, 15 holidays, sick leave, and more.
• Sabbatical program eligibility.
• Hybrid work schedule (3 days in office, 2 days remote each week). Note: External applicants for the Intake Screener position may be eligible for 100% remote work upon successful completion of the probationary period, pending manager approval.
• Full-time 37.5-hour work week.
• 403(b) Retirement Plan with employer contributions and matching.
• Meaningful mission-driven work serving New Mexico communities.
• Click here for more information.

Salary: $44,109.51 - $62,030.35 DOE.

Applicants will be subject to a background check. Please do not let this deter you from applying. NMLA is committed to a strong workforce and recognizes that persons with marks on their record may still be able to perform admirably.

NMLA is an EEO Employer.