Intake Specialist - KIOSK

TEXAS LEGAL SERVICES CENTER•Austin, TX

About The Position

The Texas Law Help Kiosk Intake Specialist provides essential administrative and operational support to the Kiosk program. This position assists kiosk users by offering technical support, legal information, intake for special programs, scheduling appointments, and assisting clients with finding access to relevant resources. In addition, the intake specialist serves as a point of contact with Kiosk Host Sites both in-person and virtually. The Intake Specialist ensures effective communication, coordination, and support between the program and its host sites and drives outreach initiatives to promote and increase kiosk usage at their assigned sites.

Requirements

This position requires travel. Candidates must be prepared to travel to host sites to support and maintain relationships approximately 25% of the time.
Establish rapport and deal tactfully and professionally with clients, visitors, and the public.
Multitask, work well under pressure, and complete required assignments accurately in accordance with required deadlines.
Work with clients in a compassionate, culturally sensitive, patient, trauma-informed, and non-judgmental manner.
Effective organizational skills.
Strong verbal and written communications and interpersonal skills.
Travel and work out of town as needed.
Spanish speaker required.
Ability to collaborate effectively with diverse individuals and teams.
Basic technical troubleshooting abilities.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and Zoom.
Proficiency with, or the ability to learn, Legal Server (TLSC’s case management system).
Data collection.
Strong organizational and attention-to-detail skills.
Exerting up to 25 pounds of force occasionally.
Occasional bending, squatting, and kneeling.
Sedentary work involving sitting for extended periods.

Nice To Haves

High school diploma or equivalent.
Experience with conducting outreach and maintaining stakeholder relationships.
Experience with providing technical support or user assistance.
Experience working in legal aid, customer service, or community programs.

Responsibilities

Intake: Conduct intake and pre-acceptance screening assessments, while ensuring appropriate information is collected and entered in the case management system, and client confidentiality requirements are maintained.
Building Relationships: Establish and maintain strong, collaborative relationships with host site staff to foster engagement and enthusiasm for the kiosk program. Must maintain travel to host sites, and online communications, program development, problem solving, required program documentation, and offer guidance with regional stakeholders across Texas.
Outreach Support: Assist host sites, including Rural Clinic host sites, in promoting kiosk services to their communities through outreach activities, informational materials, and events.
Problem-Solving: Address any challenges or barriers to usage, offering solutions and escalating issues to the Program Manager when necessary.
Technical Assistance
Assist with basic troubleshooting and maintenance of kiosks.
Communicate with third-party technical support for advanced issues.
Usage Analysis: Monitor kiosk usage data and work with host sites to identify opportunities for increasing accessibility and utilization.
Training and Guidance: Provide ongoing training and support to host site staff to enhance their ability to assist kiosk users effectively.
Identify and collaborate with the Program Managers, TexasLawHelp Managing Attorneys, and other internal and external partners to implement improvements to kiosk functionality and accessibility.
Monitor kiosk functionality and report any operational concerns to the Program Managers.
Support the deployment and/or relocation of kiosks as needed.
Participate in and support the collection of data related to kiosk usage.
Provide logistical support and travel to host sites for outreach and training.
Assist users via live chat or phone, providing technical help and legal information as appropriate.
Conduct intake and pre-acceptance screening assessments, ensuring appropriate information is collected, entered in the case management system, and client confidentiality requirements are maintained
Perform other duties as assigned.