V104 - Bilingual Intake Specialist

Job Duck

1d•$1,142 - $1,220•Remote

About The Position

Job Duck is seeking a compassionate, detail-oriented Bilingual Intake Specialist to connect community members with qualified attorneys. The role involves conducting high-volume phone and web-based intake, evaluating legal service needs, coordinating referrals, and guiding clients through consultations with clear, reassuring communication. The Specialist helps clients understand their options while ensuring accurate records, timely follow-up, and a professional client experience. The position requires fluency in English and Spanish, composure when assisting people in stressful situations, sound judgment, and the ability to provide referral information and procedural guidance without giving legal advice. This remote opportunity is suited to someone who values public service, collaborative work, and improving access to justice. The schedule is Monday through Friday, 8:00 AM to 5:00 PM Pacific Time. Compensation is listed as $1,142 to $1,220.

Requirements

Full professional fluency in spoken and written English and Spanish, including the ability to conduct complete client intake in Spanish.
Familiarity with legal terminology in both English and Spanish.
Previous experience in legal intake, client services, call center operations, or a comparable high-volume service environment.
Availability to work Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.
Ability to manage more than 20 calls per day while maintaining accuracy, professionalism, and appropriate follow-up.
Experience using or the ability to quickly learn Qase for case management and customer relationship management.
Experience using or the ability to quickly learn GoTo Connect or Microsoft Teams for phone communications.
Proficiency with Microsoft 365, particularly Outlook and Teams, for email, calendaring, and internal communication.
Reliable computer equipment, a stable internet connection, and a professional environment suitable for confidential client calls.
Understanding that the position provides referral information and procedural guidance but does not provide legal advice.

Responsibilities

Conduct complete client intake in English and Spanish, including with clients who communicate exclusively in Spanish.
Answer calls from the legal referral phone queue promptly and professionally while managing more than 20 calls per day.
Ask focused questions to identify the caller’s legal concern, applicable practice area, urgent dates, deadlines, and relevant court information.
Determine whether a matter may be referred to a qualified panel attorney based on established procedures.
Contact attorneys’ offices to place eligible cases and communicate relevant facts, dates, and court information.
Schedule paid consultations and process related payments accurately.
Explain the consultation process, applicable fees, referral information, and next steps in accessible language without providing legal advice.
Direct callers to appropriate government agencies, social service organizations, or legal service providers when an attorney referral is unavailable.
Screen clients for financial eligibility for reduced-fee and pro bono legal service programs.
Contact applicants to obtain missing information and complete the required screening process.
Review and respond to online referral requests within established timeframes.
Send referral confirmations to clients and attorneys and verify receipt when appropriate.
Record successful referrals, reassignments, and follow-up activity in the case management system.
Keep clients informed of referral reassignments and follow up until consultations are confirmed.
Monitor self-referral bookings and reassign declined referrals to another qualified panel attorney within one business day.
Maintain accurate and detailed records for every intake, referral, reassignment, payment, and follow-up.
Maintain professional communication and records with referral partners and legal service organizations.
Track metrics including call volume, referral rates, declined referrals, reassigned matters, and follow-up completion.
Review call recordings to identify opportunities to improve intake quality and the client experience.
Review Spanish translations of website content and client materials for clarity and accuracy.
Recommend practical improvements to intake, referral, and follow-up procedures.
Assist with the preparation of accurate recurring reports.
Support monthly registration activities for legal access clinics.
Maintain patience and professional boundaries when assisting repeat callers or individuals with complex concerns.
Perform additional administrative and office responsibilities as assigned.