Intake Specialist - KIOSK

Texas Legal Services Center; Austin (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

Texas Legal Services Center seeks an Intake Specialist for the Texas Law Help/Kiosk program to provide administrative and operational support. You will assist kiosk users with technical information and legal resources, handle intake for special programs, schedule appointments, and serve as a liaison with host sites.

Role includes outreach to promote kiosk usage, collaboration with TLSC staff and partners, and monitoring usage data to improve access for communities served.

Qualifications

• High school diploma or equivalent.
• Experience with conducting outreach and maintaining stakeholder relationships.
• Experience with providing technical support or user assistance.
• Experience working in legal aid, customer service, or community programs.

Responsibilities

• Intake and pre-acceptance screening assessments, ensuring information is collected and entered in the case management system.
• Establish and maintain strong, collaborative relationships with host site staff to foster engagement for the kiosk program.
• Assist host sites in promoting kiosk services through outreach activities, materials, and events.
• Monitor kiosk usage data and work with host sites to identify opportunities for accessibility and utilization.
• Provide ongoing training and support to host site staff for effective kiosk user assistance.
• Address challenges or barriers to usage and escalate issues to the Program Manager when needed.
• Assist with basic troubleshooting and maintenance of kiosks.
• Communicate with third-party technical support for advanced issues.

Skills

Communication skills

Customer service

Tech support

Organizational skills

Stakeholder relationships

Education

High school diploma or equivalent

Job description

Job Summary

The Texas Law Help/Kiosk Intake Specialist provides essential administrative and operational support to the TexaslawHelp/Kiosk program.

This position assists kiosk users by offering technical support, legal information, intake for special programs, scheduling appointments, and assisting users with finding access to relevant resources.

In addition, the intake specialist serves as a point of contact for Kiosk Host Sites. The Intake Specialist ensures effective communication, coordination, and support between the program and its host sites and drives outreach initiatives to promote and increase kiosk usage at their assigned sites.

Responsibilities

Key responsibilities include:

• o Intake: Conduct intake and pre-acceptance screening assessments, while ensuring appropriate information is collected and entered in the case management system, and client confidentiality requirements are maintained.
• o Building Relationships: Establish and maintain strong, collaborative relationships with host site staff to foster engagement and enthusiasm for the kiosk program.
• o Outreach Support: Assist host sites, including Rural Clinic host sites, in promoting kiosk services to their communities through outreach activities, informational materials, and events.
• o Usage Analysis: Monitor kiosk usage data and work with host sites to identify opportunities for increasing accessibility and utilization.
• o Training and Guidance: Provide ongoing training and support to host site staff to enhance their ability to assist kiosk users effectively.
• o Problem-Solving: Address any challenges or barriers to usage, offering solutions and escalating issues to the Program Manager when necessary.
• o Technical Assistance
• ? Assist with basic troubleshooting and maintenance of kiosks.
• ? Communicate with third-party technical support for advanced issues.

Program Innovation

Identify and collaborate with the Program Manager, TexasLawHelp Managing and Staff Attorneys, TLSC staff and other partners to implement improvements to kiosk functionality and accessibility.

Program Operations

• Monitor kiosk functionality and report any operational concerns to the Program Manager.
• Support the deployment and/or relocation of kiosks as needed.
• Participate in and support the collection of data related to kiosk usage.
• Provide logistical support for staff traveling to host sites and providing training.
• Assist users via live chat or phone, providing technical help and legal information as appropriate.
• Conduct intake and pre-acceptance screening assessments, ensuring appropriate information is collected, entered in the case management system, and client confidentiality requirements are maintained
• Perform other duties as assigned.

Travel

The ability to travel not more than 25% of the time to support kiosk sites, partners, and outreach activities.

Education and Experience

Preferred Education

• High school diploma or equivalent.

Preferred Experience

• Experience with conducting outreach and maintaining stakeholder relationships.
• Experience with providing technical support or user assistance.
• Experience working in legal aid, customer service, or community programs.

Role Requirements

Competencies

• Ability to establish rapport and deal tactfully and professionally with colleagues, clients, visitors, and the public.
• Ability to multi-task, work well under pressure, and complete required assignments accurately in accordance with required deadlines.
• Ability to work with clients in a compassionate, patient, , and non-judgmental manner.
• Effective organizational skills.
• Strong verbal and written communication and interpersonal skills.