Intake Specialist

Southern Nevada Senior Law Program; Las Vegas (NV); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Retirement Plan

Professional Development

Job summary

Southern Nevada Senior Law Program in Las Vegas is seeking an Intake Specialist to be the first point of contact for seniors seeking legal assistance. You will handle a high-volume of calls, gather information, assess eligibility, and route cases to the appropriate legal staff.

The ideal candidate has call center or customer service experience, compassion for older adults, and strong data-entry and organizational skills to maintain detailed records in our case management system.

Qualifications

• High school diploma or equivalent.
• 2+ years of call center or customer service experience.
• Excellent verbal communication and active listening skills.
• Strong data entry and computer skills.
• Ability to manage multiple tasks while maintaining accuracy.
• Professionalism, patience, and empathy.
• Ability to work independently and as part of a team.

Responsibilities

• Answer and manage incoming calls in a professional, courteous, and compassionate manner.
• Conduct intake interviews and collect accurate client information.
• Screen callers for eligibility and legal service needs.
• Enter and maintain detailed records in the organization's case management database.
• Schedule appointments and route cases to appropriate legal staff.
• Provide information, referrals, and community resources when appropriate.
• Handle sensitive and confidential information with discretion.
• Meet productivity and quality standards while maintaining a high level of customer service.
• Collaborate with attorneys, paralegals, and support staff to facilitate services.

Skills

Call center experience

Customer service

Data entry

Verbal communication

Active listening

Multitasking

Empathy

Teamwork

Education

High school diploma

Tools

CRM software

Case management system

Job description

Description

SLP is a nonprofit legal services organization dedicated to protecting the rights, dignity, and independence of adults age 60 and older. We provide free legal assistance and advocacy to seniors facing a variety of civil legal issues. Our mission is to ensure that older adults have access to justice and the support they need to age with dignity. Benefits include medical, dental, and vision insurance, paid time off and generous holidays, a retirement plan, and professional development opportunities.

Position Summary

We are seeking a compassionate, detail-oriented Intake Specialist to serve as the first point of contact for seniors seeking legal assistance. This role is ideal for someone with prior call center or customer service experience who enjoys working in a high-volume phone environment and providing exceptional support to callers.

The Intake Specialist will answer incoming calls, gather information, assess eligibility for services, and ensure callers are connected with the appropriate resources. The successful candidate will be patient, empathetic, organized, and comfortable interacting with older adults from diverse backgrounds.

Essential Responsibilities

• Answer and manage incoming calls in a professional, courteous, and compassionate manner


• Conduct intake interviews and collect accurate client information


• Screen callers for eligibility and legal service needs


• Enter and maintain detailed records in the organization's case management database


• Schedule appointments and route cases to appropriate legal staff


• Provide information, referrals, and community resources when appropriate


• Handle sensitive and confidential information with discretion


• Meet productivity and quality standards while maintaining a high level of customer service


• Collaborate with attorneys, paralegals, and support staff to facilitate services

Requirements

The qualifications for this position include but are not limited to:

Required

• High school diploma or equivalent


• Minimum of 2 years of call center, customer service, intake, or related experience


• Excellent verbal communication and active listening skills


• Strong data entry and computer skills


• Ability to manage multiple tasks while maintaining accuracy


• Demonstrated professionalism, patience, and empathy


• Ability to work independently and as part of a team

Preferred

• Experience working with seniors, older adults, or vulnerable populations


• Experience in a nonprofit, healthcare, social services, legal services, or human services environment


• Familiarity with case management or customer relationship management (CRM) software


• Bilingual skills are a plus

Desired Characteristics

• Enjoys working in a phone-based environment and helping people navigate complex situations


• Comfortable handling a high volume of calls while maintaining a positive attitude


• Demonstrates empathy and respect for older adults


• Strong attention to detail and commitment to accuracy


• Passion for the mission of serving seniors and promoting access to justice