Intake & Referral Coordinator

The Opportunity ALC seeks a full-time intake coordinator with a strong commitment to public interest and social justice. The intake coordinator plays a key role as the first point of contact in providing services to our community members and clients, many of whom are low-income and Limited English Proficient (LEP). This position conducts client legal intakes for walk-ins and over the phone. This involves securing and/or providing interpretation support, as needed; conducting legal conflict checks; obtaining demographic information; identifying legal issues; data entry; and providing referrals. The Intake & Referral Coordinator works under the supervision of the Legal Operations Manager. The Organization ALC is the nation’s first legal organization focusing on advancing and defending the civil rights of Asian American and Pacific Islander (API) communities, including Arab and Middle Eastern communities (AMEMSA). Since 1972, ALC has ensured access to affordable housing in San Francisco’s Chinatown, litigated high-profile civil rights cases, advocated for the passage of landmark policy changes, and provided an array of services, including community education, advocacy, and direct client representation to further the rights of low-income immigrants and communities of color. Current program areas include Workers’ Rights, National Security & Civil Rights, Housing Rights, Immigrant Rights, Community Safety, and Voting Rights. Responsibilities The intake coordinator provides administrative support to ALC’s community members and clients. Day-to day responsibilities in this dynamic position vary and include: Field all inquiries through online submission, phone, and in-person walk-ins. Can take calls transferred to a personal phone on Fridays when the office is closed. Conduct screening and intake interviews with new inquiries and obtain necessary documentation Channel inquiries to the appropriate legal program and/or provide referrals Provide follow-up support under the direction of legal program staff Check for, forward, and send faxes through ALC’s FaxSIPIt platform Sort through documents, scan and send to appropriate staff member daily Maintain consistent, regular communication with new inquiries and clients Schedule and calendar appointments with community members and clients Record and update client information in the database Maintain client files and other documentation Enter and update data to support program evaluation, outcome tracking, and grant reporting Serve as backup for other administrative team members on telephone answering and mail processing responsibilities, with occasional work on ALC paid holidays (over-time eligible) or weekends Provide in-language services, as applicable, among clients, attorneys, and volunteers The position requires working with individuals who may be experiencing stressors, housing instability, mental health, and/or substance use issues. Strong emotional intelligence, active listening, and interviewing skills are highly desired. Occasional evening and weekend work may be required. All ALC staff are expected to participate in regular check-in meetings with their supervisor/supervisees, staff meetings, team meetings, and other organization meetings, as required. This includes two (2) annual retreats, an anniversary celebration dinner, and meetings as needed in the San Francisco Bay area. The above statements are not intended to encompass all functions of the position; rather, they are intended to provide a general framework of the requirements of the position. Job incumbents may be required to perform other functions not specifically addressed in this posting. Qualifications Fluency in Cantonese, Mandarin, or Spanish is required Two or more years of experience working in a non-profit legal service or other social service environment Two or more years of experience in direct services, preferably conducting intakes and providing referrals to individuals in a non-profit legal service or other social service environment Excellent written, verbal, communication, and interpersonal skills Team-oriented, proactive, and creative problem-solver Customer service orientation Emotional intelligence Able to work on several projects simultaneously, handling a high work volume and fast work pace Administrative experience, including proficient to intermediate skills with Microsoft Office/Adobe and other common computer programs Demonstrated commitment to social justice Awareness of cultural differences, especially within Asian &Pacific Islander (API) and Arab, Middle Eastern, Muslim, and South Asian (AMEMSA) communities Knowledge of legal issues for low-income people is desired, but not required Spanish fluency is desired, but not required