Telephone Intake Paralegal

Maryland Legal Aid (MLA) advocates for Marylanders experiencing poverty to achieve equity and social justice through free civil legal services. They are seeking a Telephone Intake Paralegal to handle all functions related to client intake in their Centralized Intake Unit, which will be 100% remote after a training period.ResponsibilitiesConduct initial interviews with clients and follow-up communications with clientsScreen clients for eligibility for MLA servicesComplete intakes and transfer calls to intakes to staff attorneys using MLA’s case management system and client contact service center softwareObtain and verify client information and supporting documentationMake referrals, as appropriateConduct legal issue spotting and factual analysisMaintain familiarity with legal services programs and community resourcesPrepare affidavit and other email correspondenceManage high-volume inbound and outbound calls while maintaining service standardsTransfer calls and cases accurately based on legal issue, jurisdiction, and capacityAdhere to quality assurance and performance metricsAssist with training or onboarding of new team membersParticipate in team meetings and process improvement discussionsSupport and collaborate with a team of 35 + staff to ensure effective operationsEnsure compliance with intake protocols, eligibility guidelines, and confidentiality requirementsMaintain client confidentiality and comply with ethical standardsParticipate in required training and continuing educationPerform other duties as assignedSkillsIndividuals must have basic written and oral communication skills, computer proficiency, strong reading comprehension, and the capacity to perform paralegal duties with appropriate training and supervisionStrong client/customer service skills, including the ability to empathize and assist people who are distressedExperience with Microsoft Office Suite (e.g., Word, Excel, Outlook, Teams, SharePoint)Ability to work independently, prioritize, and multitaskAbility to learn specialized software of the firmResponsible, reliable, honest, and ethicalPerforms other duties as assigned within the scope of the position's essential functionsParalegal certification or equivalent experience desiredExperience working in a law firm or legal servicesSpanish language proficiency is strongly preferredBenefitsHealth, dental, vision, life insuranceA 401(k)-retirement plan3 weeks paid time offSick leave14 annual paid holidaysA standard 35-hour work weekA hybrid work arrangementCompany OverviewThe Maryland Center for Legal Assistance (MCLA) operates the Maryland Court Help Centers through a contract with the Maryland Judiciary. It was founded in 2017, and is headquartered in Annapolis, Maryland , US, with a workforce of 51-200 employees. Its website is http://mdcla.org.



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