Description:
The Intake Managing Attorney is responsible for the day-to-day supervision and overall management of the Intake staff. The Intake Managing Attorney will monitor the interactions of intake screeners with clients to ensure that the expectations of the clients are met. Assists in setting standards and guidelines for client interactions. In addition, the Intake Managing Attorney will analyze operations of the Intake center and assist in overseeing any efficiency improvements.The Intake Managing Attorney is responsible for the successful interaction between clients and intake staff to ensure a positive client experience. As a member of the management team, the Intake Managing Attorney is an integral part of the executing the Mission, Vision, and Values of A Social Services Organization
The Intake Managing Attorney will report directly to the Hotline Director.
Essential Functions:
- The Intake Managing Attorney is responsible for ensuring that applicants calling are screened in a timely, efficient, and accurate manner and transferred to the appropriate office or to the Advice Line.
- Manage the day to day operations of the intake screeners and paralegals.
- Assist in devising ways to optimize procedures that employees are expected to follow during and between calls.
- Assist in preparing monthly and annual progress and status reports, and employee performance evaluations.
- Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls.
- Assist in increasing productivity of Intake Screeners and Intake Paralegal (coach, hold accountable and recognize/reward on KPIs).
- Provide effective leadership of the day-to-day operation of the Intake call center to develop and guide team members to deliver a positive outcome with every client contact.
- Assist in developing and implementing future intake center vision and strategy.
- Review trends for phone volume, staffing levels, and client satisfaction to determine where process improvements may be made.
- Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow.
- Review quality performance measurements and provide input to coaching performance/action plans as applicable.
- Ensure that all complaints are resolved in a timely manner.
- Interpret, apply, and ensure compliance with all applicable Grant codes, laws, rules, regulations, standards, policies, and procedures; initiates any actions necessary to correct deviations or violations.
- Responsible for providing reports, providing performance reviews, and other data as necessary to the appropriate administrative personnel.
- Coordinate intake schedules.
- Review work of the Intake Specialists and Paralegals
- Provide necessary support and resources for the Intake Specialists and Paralegals to perform their jobs and provide case consultations as necessary.
- Ability to make decisions independently, if needed, regarding screening of applicants, levels of service to applicants, and assignment of cases.
- Perform all other duties as assigned.
Knowledge/Skills/Abilities:
- Juris Doctorate required. Must be Barred in the State of Florida
- Demonstrated ability to work in a fast-paced environment;
- Ability to communicate clearly and professionally, both verbally and in writing;
- Extensive knowledge using online call center phone and tracking systems;
- Strong listening skills, attention to detail, and decision-making skills;
- Ability to prioritize and manage multiple responsibilities;
- Pleasant, friendly attitude, with an ability to adapt to change;
- Desire for personal/professional growth and development;
- Superior problem-solving abilities.
- Ability to work collaboratively, yet independently.
- Working knowledge of Microsoft Suite (Word, Excel and PowerPoint) and Legal Service software.
Essential Duties & Responsibilities:
- Must be competent & proficient in the use of Word and Microsoft Office
- Draft/review substantive pleadings and motions for the Disaster Recovery Unit.
- Timely initiation and response to motions & discovery associated with the Disaster Recovery Units' selected cases.
- Communicates in a highly effective manner with A Social Services Organization' Administration, Managing Attorneys, unit members and clients.
- Ability to work successfully in a fast-paced, and evolving environment.
- Must have at least five years of practicing law with A Social Services Organization priorities.
This is a largely sedentary role, however, some lifting of office supplies up to 20 pounds may be required. Some travel required.
