Screener

About the role

Intake Screeners are the initial telephone point of contact for all new clients of Bay Area Legal Services. This is a professional position under the supervision of the Centralized Telephone Intake (CTI) Supervisor and Manager, requiring knowledge of legal and community resources, public agencies, and the ability to assess, schedule, and refer clients appropriately. These part-time roles are 60% remote (3 days per week remote) after successful completion of new hire training.

Responsibilities

• Initially assess applicants' legal problems over the telephone and check for conflicts of interest.
• Determine applicant eligibility in accordance with LSC regulations and other funding criteria.
• Timely process online applications as assigned and complete follow-up financial eligibility verification.
• Inform applicants when they are ineligible, refer them to other sources of assistance, and give appropriate information as instructed.
• Schedule appointments through the CTI Unit for all eligible applicants from various service regions, unless the applicant meets the criteria for a special grant or has a legal emergency.
• Route eligible applicants with emergency cases and applicants who qualify for services through a specific grant to the appropriate full-service team for assistance.
• Assist with training new screeners as requested.

Requirements

• Minimum Qualification: High school diploma or equivalency.
• Excellent communication skills & customer service skills.
• Good typing skills and the ability to enter data into a computer.
• Demonstrated ability to work responsibly under close supervision.
• Ability to work professionally and politely with the public under pressure, and to maintain effective working relationships with other employees.

Qualifications

• Experience at a Non-Profit (desirable).
• Previous customer service experience (desirable).
• Previous call center experience (desirable).
• Office experience (desirable).
• Receptionist or previous phone experience (desirable).
• Bi-Lingual fluency in both English and Spanish, or English and Haitian-Creole (desirable).

Schedule

Part-time roles are 60% remote (3 days per week remote) after successful completion of new hire training.