Intake & Referral Coordinator

The Opportunity

ALC seeks a full-time intake coordinator with a strong commitment to public interest and social justice. The intake coordinator plays a key role as the first point of contact in providing services to our community members and clients, many of whom are low-income and Limited English Proficient (LEP). This position conducts client legal intakes. This involves securing and/or providing interpretation support, as needed; conducting legal conflict checks; obtaining demographic information; identifying legal issues; data entry; and providing referrals. The Legal intake Coordinator works under the supervision of the Legal Operations Manager. 

The Organization

Asian Law Caucus (ALC) is the nation’s first legal and civil rights organization serving low-income, immigrant, and marginalized Asian, Arab, Middle Eastern, and Pacific Islander communities. Since 1972, ALC has fought to protect access to affordable housing in San Francisco’s Chinatown, litigated high-profile civil rights cases, advocated for the passage of landmark policy changes, and provided an array of services to low-income immigrants and communities of color. Today, with a staff of 60 we bring together legal services, community empowerment, and policy advocacy to fight for immigrant justice, economic security, and a stronger, multiracial democracy. Our work is rooted in the San Francisco Bay Area and California and expands to states across the country, including places where immigrant, Asian, Arab, Middle Eastern, and Pacific Islander communities are rapidly growing. 

Responsibilities

The intake coordinator provides administrative support to ALC’s community members, clients and staff. Day-to day responsibilities in this dynamic position vary and include:

• Greets persons entering our offices, determines the nature and purpose of visit, and directs or escorts them to specific destinations
• Operates multi-line telephone to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
• Routinely checks and monitors main line’s voicemail, fax, and email and direct or send messages to the appropriate staff
• Field all inquiries through online submission, phone, and in-person walk-ins
• Conduct screening and intake interviews with new legal inquiries and obtain necessary information and documentation
• Channel inquiries to the appropriate legal program and/or provide referrals 
• Provide follow-up support under the direction of legal program staff
• Check for, forward, and send faxes through ALC’s FaxSIPIt platform
• Sort through documents, scan and send to appropriate staff member daily
• Maintain consistent, regular communication with new inquiries and clients 
• Schedule and calendar appointments with community members and clients
• Record and update client information in the database
• Maintain client files and other documentation  
• Enter and update data to support program evaluation, outcome tracking, and grant reporting
• Serve as backup for other administrative team members on telephone answering and mail processing responsibilities, with occasional work on ALC paid holidays or weekends (over-time eligible)
• Provide services through an interpreter or in-language services, as applicable, among clients, attorneys, and volunteers
• Performs administrative support tasks, such as data entry, transcribing handwritten information, sending mail, and making copies
• Files and maintains records
• Collects, sorts, distributes, and prepares mail, messages, or courier deliveries
• Mail documents or send by courier by the end of the business day
• Conducts clerical and administrative support duties as assigned

The position requires working with individuals who may be experiencing stressors, housing instability, mental health, and/or substance use issues. Strong emotional intelligence, active listening, and interviewing skills are highly desired. Occasional evening and weekend work may be required.

All ALC staff are expected to participate in regular check-in meetings with their supervisor/supervisees, staff meetings, team meetings, and other organization meetings, as required. This includes two (2) annual retreats, an anniversary celebration dinner, and meetings as needed in the San Francisco Bay area. 

The above statements are not intended to encompass all functions of the position; rather, they are intended to provide a general framework of the requirements of the position. Job incumbents may be required to perform other functions not specifically addressed in this posting.

Qualifications

• Fluency in Cantonese is required; candidates with fluency in Mandarin or Spanish may be considered
• Two or more years of experience working in a non-profit legal service or other social service environment, preferably indirect services, conducting intakes and providing referrals
• Excellent written, verbal, communication, and interpersonal skills 
• Team-oriented, proactive, and creative problem-solver
• Client / customer service orientation 
• Emotional intelligence 
• Able to work on several projects simultaneously, handling a high work volume and fast work pace
• Administrative experience, including proficient to intermediate skills with Microsoft Office/Adobe and other common computer programs
• Demonstrated commitment to social justice
• Awareness of cultural differences, especially within low-income, immigrant, and marginalized Asian, Arab, Middle Eastern and Pacific Islander communities 
• Knowledge of legal issues for low-income people is desired, but not required