Telephone Intake Paralegal

Maryland Legal Aid (MLA) advocates for Marylanders experiencing poverty through free civil legal services. The Telephone Intake Paralegal position involves conducting initial client interviews, managing intake processes, and providing legal and administrative support in a remote capacity after training.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 assignedSkillsBasic written and oral communication skillsComputer proficiencyStrong reading comprehensionCapacity 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)Paralegal certification or equivalent experience desiredExperience working in a law firm or legal servicesAbility to work independently, prioritize, and multitaskAbility to learn specialized software of the firmResponsible, reliable, honest, and ethicalParticipates in required training and continuing educationMaintains client confidentiality and complies with ethical standardsSpanish language proficiency is strongly preferredBenefitsHealthDentalVisionLife insuranceA 401(k)-retirement plan3 weeks paid time offSick leave14 annual paid holidaysA standard 35-hour work weekA hybrid work arrangementCompany OverviewMaryland Legal Aid is a non-profit organization that provides civil legal services to less income people. It was founded in 1911, and is headquartered in Baltimore, Maryland, USA, with a workforce of 201-500 employees. Its website is https://www.mdlab.org.



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