Description

Position Summary

The Intake Manager is responsible for developing and implementing a program that processes requests for legal assistance and ensuring that the organization addresses requests promptly, efficiently, empathetically, and in a manner consistent with the ACLU SoCal’s Theory of Change, internal policies, and ethical obligations. The Intake Manager reports directly to the Chief Legal and Advocacy Officer or their designee. The Intake Manager is expected to model professional workplace behavior and standards, and clearly and enthusiastically demonstrate guiding principles of integrity, respect, accountability, compassion, and leadership.

This is a full-Time, non-exempt, bargaining unit position.

JOB RESPONSIBILITIES:

Design and implement systems to address incoming requests for legal assistance, which currently include the following tasks:

• Screen all incoming requests for legal assistance, including those received via web form, mail, or phone, as well as messages received by ACLU SoCal staff through email or other channels and identified as requests for legal assistance (“intakes”).
• Create and manage database records for intakes received outside our web-based intake system.
• Analyze database records and enter additional details such as county where the reported incident occurred, school district or policing agency implicated, subjects and issues involved, and so forth.
• Identify and route intakes presenting civil liberties and civil rights issues that fit the Advocacy Department’s priorities or other emerging civil rights and civil liberties issues, for additional screening by Project intake leads, the Advocacy Director, or other designated staff.
• Follow up with complainants for additional information as needed.
• Respond to requests where appropriate and consistent with Department expectations, typically by gathering additional information and/or sending complainants know-your-rights information, referrals, and other resources. Close intake records if the ACLU SoCal is unable to provide a response.
• Help maintain database for legal intake. Support training other Advocacy Department staff on use of the database and expectations/best practices for  handling intakes. Work with Advocacy and IT staff to refine internal protocols for handling of intakes and to troubleshoot and address database issues.
• Craft and update template intake response letters/emails and regularly update referral lists and other materials used by staff and volunteers in responding to intakes.
• Identify and address ethical and compliance issues with management of intakes, based on guidance from attorneys.
• Generate periodic reports on intake processing progress and emerging issues/patterns among intakes and present them to staff/management, board, and/or funders.
• Coordinate recruitment, hiring, training, supervision and administration of legal intake volunteers and student interns.
• Collaborate with other ACLU SoCal staff to develop and implement special rapid response intake protocols and community evidence-gathering for emergency situations, which may include field work to address requests for legal assistance in person.
• Collaborate as needed with Operations Department and other parts of the ACLU SoCal.
• Coordinate with other ACLU offices, partner advocacy organizations, government agencies, and/or service providers, and perform community outreach to raise awareness of our intake capabilities and limitations, identify potential intake process improvements, and optimize our referral and resource options.
  Process physical mail in the Los Angeles office related to intake and for the Advocacy Department generally.
• Maintain files for legal intake.
• Occasional work evenings and weekends.
• Other duties as assigned.

Requirements

Required

• Deep commitment to social justice, civil and human rights
• Excellent written and oral communication skills
• Strong analytical ability
• Data entry skills and comfort navigating technology
• Demonstrated capacity to build rapport and maintain boundaries with people experiencing discrimination or other trauma
• Demonstrated abilities to build strong relationships and to complete work both independently and collaboratively with others

Desired

• Spanish language fluency
• Experience managing an intake program, community-facing direct service program, or other similar program
• Experience planning and delivering trainings

COMPENSATION AND BENEFITS

The salary range for this position is $76,437 to $102,913 annually based on number of years of experience.

Benefits include medical, vision, and dental insurance for staff members and their eligible dependents; life and long-term, short-term disability insurance; 401(k) plan with employer match; ample vacation and sick leave and twenty-two paid holidays.

TO APPLY

Please upload a current resume and a cover letter. Applications not including a cover letter will not be considered.