Stay Housed LA Intake Supervisor – Client Intake Workgroup

Legal Aid Foundation of Los Angeles; Los Angeles (CA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision

Life insurance

Long-term disability

Long-term care insurance

403(b) retirement plan

Bilingual supplements

Student loan reimbursements

Cell phone stipend

Job summary

Legal Aid Foundation of Los Angeles (LAFLA) is hiring an Intake Supervisor for Stay Housed LA to supervise a team of receptionists and lead housing intake triage across multiple offices. The role focuses on client-centered, trauma-informed service and collaboration with the Housing Justice teams to strengthen tenants’ rights advocacy.

The position requires at least three years in management, experience with intake in a legal setting, and a strong commitment to housing justice.

Qualifications

• Minimum three years of management experience, ability to lead teams both remotely and in person.
• Experience performing intake and triage in a legal setting preferred.
• Passion for housing justice and tenants' rights.
• Strong interpersonal skills with empathy for clients in crisis.
• Able to meet deadlines, multitask, and maintain high accuracy in a fast-paced environment.
• Willingness to work evenings/weekends and beyond 7.0-hour days when needed.
• Must be able to travel to LAFLA’s five community offices.

Responsibilities

• Supervise Stay Housed LA receptionists handling housing intake triage by phone and in person.
• Oversee intake triage to ensure client-centered, trauma-informed assistance; coach and train staff; manage schedules and data entry.
• Administer a high-volume Contact Center for Stay Housed LA to connect clients with legal help; monitor queues and improve service metrics.
• Mentor staff, conduct 1:1s, performance evaluations, and professional development plans.
• Collaborate with LAFLA management to implement tools to improve intake processes and outcomes.
• Build and maintain relationships with management, attorneys, paralegals, support staff, volunteers, and students.
• Perform other duties as assigned.

Skills

Management experience

Intake & triage

Housing justice

Interpersonal skills

Attention to detail

Flexible hours

Travel to multiple offices

Bilingual in English & Spanish

Job description

About the Position

Are you interested in joining an organization dedicated to increasing access to justice while addressing systemic inequities among the most vulnerable members of the Greater Los Angeles area? If yes, LAFLA is the place for you!

The Organization

LAFLA is a nonprofit law firm that protects and advances the rights of the most underserved—leveling the playing field and ensuring that everyone can have access to the justice system. Celebrating 95 years of service to Los Angeles communities, LAFLA is the first and most experienced legal aid organization in Greater Los Angeles. LAFLA has more than 200 employees, including more than 100 attorneys, who provide free services and resources on a broad range of civil legal issues that impact healthy, safety, and self-sufficiency. Every year, LAFLA helps more than 100,000 people find their voice, regain control of their lives, and build a brighter future. Our unique combination of neighborhood offices, self-help centers at courthouses, and domestic violence clinics puts LAFLA on the frontlines in communities at the forefront of change. LAFLA also engages in impact litigation to help enact long‑term systemic change—actively collaborating with a network of public and private partners to expand access to justice, identify needs in the communities we serve, and change laws and policies that adversely affect the underserved. For more information, please visit www.lafla.org.

The Coalition

Stay Housed LA is a multi‑organizational coalition that brings much‑needed tenants’ rights resources to renters in Los Angeles County communities and may be the first step towards a “Right to Counsel” for tenants facing evictions. LAFLA’s Client Intake Workgroup handles housing intake for the coalition.

LAFLA is currently accepting applications for the position of Intake Supervisor.

NOTE – This position may be based out of one of the following community office locations based on successful candidate’s preference: East LA, South LA, Long Beach, Santa Monica

Qualifications

• Minimum three (3) years of management experience required with the ability to motivate and inspire teams remotely and in person.
• Experience performing intake and triage, particularly within a legal setting, is strongly preferred.
• Demonstrated passion for Housing Justice work, and an understanding of tenants’ rights is preferred.
• Extremely strong interpersonal skills and the demonstrated ability to maintain an empathetic and resourceful attitude with persons in crisis and/or experiencing high‑stress levels.
• Ability to meet deadlines and perform multiple tasks while maintaining extreme attention to detail in a fast‑paced work environment.
• Willingness to work beyond a minimum 7.0‑hour workday, including evening and weekend meetings and events, and workweeks over 35 hours when obligations so necessitate.
• Ability to travel to LAFLA’s five community offices required.
• Bilingual in English and Spanish strongly preferred.

Examples of Duties

• Supervise a team of seven (7) Stay Housed LA receptionists who engage with potential clients and perform housing intake triage over the telephone and in person.
• Oversee Stay Housed LA receptionist housing intake triage to ensure efficient, client‑centered, and trauma‑informed assistance. Responsibilities include ongoing coaching and training in eligibility screening; ensuring timely and accurate data entry; reviewing applications and appointments for substantive quality and administrative compliance; responding appropriately to supervisor requests from staff and potential clients; and managing schedules to guarantee adequate coverage.
• In conjunction with LAFLA’s Intake and Call Center Supervisor, administering a high‑volume telephone‑based Contact Center—the Contact Center (hotline) is the primary way that tenants connect with Stay Housed LA to apply for legal help. Responsibilities include managing and monitoring Contact Center queues to ensure timely and responsive handling; and tracking and analyzing Stay Housed LA Contact Center metrics to identify areas for improvement and enhance the overall potential client experience.
• Manage and mentor staff to ensure meaningful professional development and compliance with Stay Housed LA’s priorities, policies, and procedures. Responsibilities include hiring and onboarding staff; performing regular 1:1 check‑ins inside each of LAFLA’s community offices; completing annual evaluations and professional development plans; reviewing staff timekeeping and leave requests. The Stay Housed LA Intake Supervisor will also collaborate with LAFLA’s Housing Justice teams to provide continuing education on tenants’ rights.
• Partner with LAFLA and Stay Housed LA management, including its Director of Client Services and Compliance, Intake and Call Center Supervisor, Data and Innovation Manager, etc. to develop and implement innovative tools to improve intake processes.
• Cultivate effective relationships with a broad team that includes management, LAFLA’s Intake and Call Center Supervisor, attorneys, paralegals, support staff, volunteers, and students.
• Other duties as assigned.

PROBATIONARY PERIOD

A one year probationary period will be required.

AN EQUAL OPPORTUNITY EMPLOYER

Selection will be based solely on merit and will be without discrimination because of race, color, national origin, ancestry, ethnicity, citizenship, creed, sex, gender, sexual orientation, gender identity, transgender status, age, religion, genetic information, physical or mental disability, medical condition, military or veteran status, pregnancy, childbirth or related medical condition, marital or registered domestic partners status, or any other legally protected status.

The organization is committed to equal employment opportunity and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information or any other characteristic protected by federal, state or local law. If you require reasonable accommodation as part of the application process or expect to require an accommodation if hired, please contact [e-mail].

BENEFITS AND COMPENSATION

LAFLA offers a diverse environment with competitive compensation based on comparable public interest salaries. We also offer a generous benefits package for full‑time employees including medical, dental, and vision for employees and dependents, life insurance, long‑term disability and long‑term care insurance, and 403(b) retirement plan. Employees may also qualify for bilingual supplements, law student loan reimbursements, and a cell phone stipend.

COMMITMENT TO EMPLOYEE WELLNESS

Due to the mission driven nature of the organization, LAFLA is committed to a healthy work‑life balance for all staff. In addition to a hybrid work schedule and robust benefits package, LAFLA staff enjoy wellness‑related benefits and employee assistance programs through our offered medical plans, as well as Wellness Friday video sessions, a wellness content library, 15 LAFLA observed holidays, and generous time off benefits.

SUSTAINABLE HYBRID WORK SCHEDULE

LAFLA has recently adopted a sustainable schedule whereby employees get several Fridays off during the year. Depending on job classifications, some LAFLA staff are working on a manager approved hybrid work schedule, with the ability to work remotely up to half the week, if preferred, after the probationary period. The successful candidate must be local and willing to work from the assigned LAFLA location.