Telephone Intake Paralegal

Legal Aid Bureau•Baltimore, MD

13h•Hybrid

About The Position

Maryland Legal Aid (MLA) advocates with and for Marylanders experiencing poverty to achieve equity and social justice through free civil legal services, community collaboration, and systemic change. Since 1911, Maryland Legal Aid has provided high-quality legal aid to vulnerable, low-income people and communities – helping to remedy their civil legal issues and become empowered to overcome challenges, achieve stability and independence, and reach their goals. MLA also identifies and seeks to remedy systemic barriers. MLA’s core work includes eviction and foreclosure prevention, family law, children’s rights, consumer protection, securing public benefits, and access to healthcare. MLA advocates operate primarily through the courts, via individual representation of indigent clients, but also engage in impact litigation, public communication and outreach, and policy advocacy. Through this holistic approach, Maryland Legal Aid serves to amplify the voices of tens of thousands of economically disadvantaged and vulnerable Marylanders each year and seeks to be a leader in the legal services field nationwide. JOB SUMMARY: MLA announces a Telephone Intake Paralegal position in the Centralized Intake Unit, located in Baltimore City. This position is 100% remote after a training period in the Baltimore City office. Telephone intake paralegals are expected to handle all functions related to client intake.

Requirements

Individuals must have basic written and oral communication skills, computer proficiency, strong reading comprehension, and the capacity to perform paralegal duties with appropriate training and supervision.
Strong client/customer service skills, including the ability to empathize and assist people who are distressed.
Experience with Microsoft Office Suite (e.g., Word, Excel, Outlook, Teams, SharePoint).
Ability to work independently, prioritize, and multitask.
Ability to learn specialized software of the firm.
Responsible, reliable, honest, and ethical.

Nice To Haves

Paralegal certification or equivalent experience desired.
Experience working in a law firm or legal services.
Spanish language proficiency is strongly preferred.
Performs other duties as assigned within the scope of the position’s essential functions.

Responsibilities

Conduct initial interviews with clients and follow-up communications with clients.
Screen clients for eligibility for MLA services.
Complete intakes and transfer calls to intakes to staff attorneys using MLA’s case management system and client contact service center software.
Obtain and verify client information and supporting documentation.
Make referrals, as appropriate.
Conduct legal issue spotting and factual analysis.
Maintain familiarity with legal services programs and community resources.
Prepare affidavit and other email correspondence.
Manage high-volume inbound and outbound calls while maintaining service standards.
Transfer calls and cases accurately based on legal issue, jurisdiction, and capacity.
Adhere to quality assurance and performance metrics.
Assist with training or onboarding of new team members.
Participate in team meetings and process improvement discussions.
Support and collaborate with a team of 35 + staff to ensure effective operations.
Ensure compliance with intake protocols, eligibility guidelines, and confidentiality requirements.
Maintain client confidentiality and comply with ethical standards.
Participate in required training and continuing education.
Perform other duties as assigned.