Intake Paralegal - Buffalo
About The Position
Neighborhood Legal Services is seeking a mission-driven Intake Paralegal to join our centralized intake unit. This unit will centralize and streamline how potential clients connect with NLS. The Intake Paralegal will manage client inquiries by phone, through an online application portal, and in-person walk-ins. This role will serve as the front door to the agency and will be responsible for screening, interviewing, and, where appropriate, providing limited legal advice and counsel under attorney supervision. As a member of the intake unit, you will play a vital role in helping people access the legal help they need while supporting NLS's broader mission to challenge systemic inequality and promote justice across our region.
Requirements
- Bachelor's degree or equivalent experience in legal services, social services, crisis intervention, or high-volume customer service.
- Experience working with vulnerable populations and knowledge of community resources.
- Self-motivated and dependable.
- Demonstrated ability to quickly learn and communicate complex legal information clearly and empathetically.
- Strong verbal and communication skills for client intake, client follow-up, and attorney interface.
- Proficient in computer systems, data entry, and ability to learn new case management and call center software.
- Ability to multitask and manage a fast-paced environment with professionalism and empathy.
- Willingness to work as a team member and contribute to the efforts on any case.
Nice To Haves
- Bilingual or multilingual (especially Spanish, Arabic, Karen, or Swahili).
- Knowledge of civil legal issues faced by low-income communities.
- Familiarity with trauma-informed service delivery.
- Familiarity with diverse communities is a plus.
Responsibilities
- Serve as the first point of contact for clients seeking legal assistance via phone, online, or in-person walk-in.
- Conduct comprehensive intake interviews to assess eligibility for services based on income, legal issues, and other criteria.
- Accurately collect and enter client data into the case management system.
- Provide legal advice and counsel and extended services on eligible matters in accordance with agency protocols and under attorney supervision.
- Triage and refer matters to appropriate legal units or outside agencies when needed.
- Develop a working knowledge of all NLS practice areas and stay up to date on relevant legal changes and resources.
- Maintain a trauma-informed and culturally competent approach when interacting with clients in distress or crisis.
- Manage a high volume of calls and applications in a fast-paced, call center-style setting.
- Participate in ongoing training and supervision to ensure quality and consistency of service delivery.
Benefits
- health, dental, and vision insurance
- a generous PTO policy that includes: 3 weeks of vacation time, 12 paid holidays, plus a week of PTO between Christmas and New Year's
- reduced summer hours
- sick and personal leave
- eligibility for public student loan forgiveness
- life insurance
- a pension plan
- HRA and Flexible Spending Accounts
- paid memberships
- professional development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
