Stay Housed LA Intake Supervisor – Client Intake Workgroup

Are you interested in joining an organization dedicated to increasing access to justice while addressing systemic inequities among the most vulnerable members of the Greater Los Angeles area? LAFLA is a nonprofit law firm that protects and advances the rights of the most underserved—leveling the playing field and ensuring that everyone can have access to the justice system. Celebrating 95 years of service to Los Angeles communities, LAFLA is the first and most experienced legal aid organization in Greater Los Angeles. With more than 200 employees, including over 100 attorneys, LAFLA provides free services and resources on a broad range of civil legal issues that impact health, safety, and self-sufficiency. Every year, LAFLA helps more than 100,000 people find their voice, regain control of their lives, and build a brighter future.

LAFLA’s unique combination of neighborhood offices, self-help centers at courthouses, and domestic violence clinics puts the organization on the frontlines in communities at the forefront of change. LAFLA also engages in impact litigation to help enact long-term systemic change—collaborating with public and private partners to expand access to justice, identify community needs, and change laws and policies that adversely affect the underserved.

Stay Housed LA is a multi-organizational coalition that brings much-needed tenants’ rights resources to renters in Los Angeles County and may be the first step towards a “Right to Counsel” for tenants facing evictions. LAFLA’s Client Intake Workgroup handles housing intake for the coalition.

This position may be based out of one of the following community office locations based on the successful candidate’s preference: East LA, South LA, Long Beach, or Santa Monica.

Responsibilities

• Supervise a team of seven Stay Housed LA receptionists who engage with potential clients and perform housing intake triage over the telephone and in person.
• Oversee Stay Housed LA receptionist housing intake triage to ensure efficient, client-centered, and trauma-informed assistance, including:
  • Ongoing coaching and training in eligibility screening.
  • Ensuring timely and accurate data entry.
  • Reviewing applications and appointments for substantive quality and administrative compliance.
  • Responding appropriately to supervisor requests from staff and potential clients.
  • Managing schedules to guarantee adequate coverage.
• Administer a high-volume telephone-based Contact Center (hotline) in conjunction with LAFLA’s Intake and Call Center Supervisor, including:
  • Managing and monitoring Contact Center queues to ensure timely and responsive handling.
  • Tracking and analyzing Stay Housed LA Contact Center metrics to identify areas for improvement and enhance the overall potential client experience.
• Manage and mentor staff to ensure meaningful professional development and compliance with Stay Housed LA’s priorities, policies, and procedures, including:
  • Hiring and onboarding staff.
  • Performing regular 1:1 check-ins inside each of LAFLA’s community offices.
  • Completing annual evaluations and professional development plans.
  • Reviewing staff timekeeping and leave requests.
• Collaborate with LAFLA’s Housing Justice teams to provide continuing education on tenants’ rights.
• Partner with LAFLA and Stay Housed LA management to develop and implement innovative tools to improve intake processes.
• Cultivate effective relationships with a broad team that includes management, LAFLA’s Intake and Call Center Supervisor, attorneys, paralegals, support staff, volunteers, and students.
• Other duties as assigned.

Requirements

• Minimum three (3) years of management experience with the ability to motivate and inspire teams remotely and in person.
• Experience performing intake and triage, particularly within a legal setting, is strongly preferred.
• Demonstrated passion for Housing Justice work and an understanding of tenants’ rights is preferred.
• Extremely strong interpersonal skills and the demonstrated ability to maintain an empathetic and resourceful attitude with persons in crisis and/or experiencing high-stress levels.
• Ability to meet deadlines and perform multiple tasks while maintaining extreme attention to detail in a fast-paced work environment.
• Willingness to work beyond a minimum 7.0-hour workday, including evening and weekend meetings and events, and workweeks over 35 hours when obligations so necessitate.
• Ability to travel to LAFLA’s five community offices required.
• Bilingual in English and Spanish strongly preferred.

Benefits

• Competitive compensation based on comparable public interest salaries.
• Medical, dental, and vision coverage for employees and dependents.
• Life insurance, long-term disability, and long-term care insurance.
• 403(b) retirement plan.
• Bilingual supplements, law student loan reimbursements, and a cell phone stipend (where applicable).
• Hybrid work schedule with the ability to work remotely up to half the week after the probationary period.
• 15 LAFLA-observed holidays and generous time off benefits.
• Wellness-related benefits and employee assistance programs through medical plans, including Wellness Friday video sessions and a wellness content library.
• Sustainable schedule with several Fridays off during the year.