Telephone Intake Paralegal

Maryland Legal Aid (MLA) advocates with and for Marylanders experiencing poverty to achieve equity and social justice through free civil legal services, community collaboration, and systemic change. Since 1911, Maryland Legal Aid has provided high-quality legal aid to vulnerable, low-income people and communities – helping to remedy their civil legal issues and become empowered to overcome challenges, achieve stability and independence, and reach their goals. MLA also identifies and seeks to remedy systemic barriers. MLA’s core work includes eviction and foreclosure prevention, family law, children’s rights, consumer protection, securing public benefits, and access to healthcare.

About the role

MLA announces a Telephone Intake Paralegal position in the Centralized Intake Unit, located in Baltimore City. This position is 100% remote after a training period in the Baltimore City office.

Responsibilities

• Client Intake & Case Handling
  • Conduct initial interviews with clients and follow-up communications with clients.
  • Screen clients for eligibility for MLA services.
  • Complete intakes and transfer calls to intakes to staff attorneys using MLA’s case management system and client contact service center software.
  • Obtain and verify client information and supporting documentation.
  • Make referrals, as appropriate.
• Legal & Administrative Support
  • Conduct legal issue spotting and factual analysis.
  • Maintain familiarity with legal services programs and community resources.
  • Prepare affidavit and other email correspondence.
• Call Center & System Operations
  • Manage high-volume inbound and outbound calls while maintaining service standards.
  • Transfer calls and cases accurately based on legal issue, jurisdiction, and capacity.
  • Adhere to quality assurance and performance metrics.
• Team Support, Training & Quality
  • Assist with training or onboarding of new team members.
  • Participate in team meetings and process improvement discussions.
  • Support and collaborate with a team of 35+ staff to ensure effective operations.
• Compliance & Professional Responsibilities
  • Ensure compliance with intake protocols, eligibility guidelines, and confidentiality requirements.
  • Maintain client confidentiality and comply with ethical standards.
  • Participate in required training and continuing education.
  • Perform other duties as assigned.

Requirements

• Basic written and oral communication skills, computer proficiency, strong reading comprehension, and the capacity to perform paralegal duties with appropriate training and supervision.
• Strong client/customer service skills, including the ability to empathize and assist people who are distressed.
• Experience with Microsoft Office Suite (e.g., Word, Excel, Outlook, Teams, SharePoint).
• Paralegal certification or equivalent experience desired.
• Experience working in a law firm or legal services.
• Ability to work independently, prioritize, and multitask.
• Ability to learn specialized software of the firm.
• Responsible, reliable, honest, and ethical.
• Spanish language proficiency is strongly preferred.

Work Environment

Work duties are typically performed in a general office setting with regular interaction via telephone, videoconference, instant messaging, and email, in-person, and in a courtroom. Certain work duties may be performed in community settings.

Pay

The current salary range for the paralegal classification is $51,500 - $91,258. Paralegals will be paid in accordance with MLA’s Workers Union's current salary scale, which is subject to annual revision through collective bargaining. Relevant professional experience counts toward salary determination. Paralegals are eligible for additional compensation for conferred degrees and certificates ranging from $500 - $4,000. For example:

• One (1) year of experience: $52,494
• Three (3) years of experience: $54,482
• Five (5) years of experience: $56,470

Benefits

• Health, dental, vision, and life insurance
• 401(k)-retirement plan
• 3 weeks paid time off
• Sick leave
• 14 annual paid holidays
• Standard 35-hour work week
• Hybrid work arrangement