Lawyer Referral Service Intake Coordinator – Alameda County Bar Association – Oakland, CA

General Description

The Lawyer Referral Service Intake Coordinator is a full time non-exempt position reporting to the Lawyer Referral Service Administrator. This position interfaces between clients seeking attorney services and the attorneys offering legal services. The Intake Coordinator fields a high volume of telephone calls from the public, conducting intakes and providing information about other legal services agencies. This position also assists Volunteer Legal Services Corporation by scheduling clients in legal clinics and conducting client intakes.

Key Responsibilities

Answer incoming client calls and respond to online referral requests. Analyze caller requests for referral to an LRS panel member or provide information for appropriate governmental, social service, or legal services agency where referral through LRS is unsuccessful.
Process client requests for attorney services by eliciting information from callers about their referral situation and enter this information into a tracking database for subsequent referral and follow up.
Conduct intake screening for financial eligibility for LRS based reduced-fee or VLSC pro bono services when appropriate.
Assist with monthly VLSC clinic registration.
Contact attorney’s offices to place the referable cases, providing all relevant facts, dates and court information to the lawyer’s designated referral agent.
Send confirmation documentation to callers and referred attorneys, confirming receipt where appropriate.
Input successful referral information for tracking and follow up purposes.
Update LRS database with panel members’ malpractice insurance renewals and send monthly reminders to those attorneys whose insurance is due to expire.
Assist with the audit of panel members for compliance in fee reporting, including researching cases filed with the court, following up with placed referrals, and processing customer satisfaction surveys.
Other general office and administrative tasks as assigned.

Minimum Qualifications

Two years of customer service experience required.
One year of administrative experience including data entry and/or word processing; high attention to detail and strong record keeping skills.
Ability to type 40+ wpm.
Ability to handle high call volume and to communicate effectively with a diverse client population in a productive manner
Knowledge of legal terminology and call center experience is a plus.
Bi/Multilingual is preferred.
Proficiency in Microsoft Outlook, Word, Excel and use of the internet.
Ability to work both independently and as a member of a highly diverse team on complex tasks under high pressure.
Ability to learn and adapt in a fast paced environment.

How to apply

Please email a cover letter, resume and completed ACBA Employment Application to Director of Access Programs Elizabeth Hom at