Intake and Assessment Screener (Hybrid)

About CLA SoCal

Community Legal Aid SoCal (CLA SoCal) is a welcoming and hopeful non-profit organization dedicated to meeting the legal needs of low-income residents and seniors throughout Orange and Los Angeles Counties.

About the role

The Intake and Assessment Screener will work as a member of the Intake and Assessment Unit to serve as the first point of contact for prospective clients seeking legal assistance through the CLA SoCal Hotline, online intake platforms, community outreach events, and partner referrals. This full-time non-exempt position reports to the Supervising Attorney.

Responsibilities

• Answer hotline calls and provide information about CLA SoCal services.
• Conduct intake, prescreening, and eligibility assessments for prospective clients.
• Gather and document demographic, financial, household, and legal information accurately in case management systems.
• Perform conflict checks and determine eligibility based on legal issues, organizational priorities, and funding requirements.
• Schedule appointments, coordinate callbacks, and connect applicants with appropriate resources and referrals.
• Support outreach intake activities, data reporting, and compliance with organizational and grant requirements.
• Maintain accurate case documentation, timekeeping records, and confidentiality of all applicant and client information.
• Communicate professionally with clients, staff, attorneys, and community partners while utilizing trauma-informed, client-centered approaches.
• Manage intake support functions, including de-escalating crisis situations and assisting with intake queue coverage as needed.
• When qualified, engage in interpretation and translation for attorneys.
• Work with a multi-cultural perspective.
• Perform other duties as required to meet the needs of the organization.

Requirements

• Education: High school diploma or equivalent required.
• Associate degree, bachelor's degree, or equivalent experience preferred.

Qualifications

• Experience working in a call center, customer service environment, legal intake setting, social services program, or similar high-volume client-facing role.
• Ability to accurately gather, enter, and manage client information through interviews and case management systems, with strong typing and data entry skills (30+ WPM).
• Bilingual proficiency – Preferred.
• Strong technical skills, including proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, Teams).
• Ability to handle difficult and stressful client situations.
• Excellent communication, active listening, and interviewing skills.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Self-motivated problem solver with the ability to work under pressure while maintaining productivity and quality standards.
• Ability to interact with a wide range of clients utilizing client-centered lawyering and trauma-informed frameworks.
• Ability to model CLA SoCal's values and mission – Required.

Benefits

• May work as little as 35-hour workweek.
• Hybrid Schedule
• 16 paid holidays + PTO (including wellness days) starting Day 1
• Medical, dental, vision, life insurance, and long-term disability
• 401(k) with employer contribution
• Student loan reimbursement program
• Bilingual bonus pay for qualified staff