The Intake Navigator offers support, advocacy, information, and referrals to applicants for services, clients, and the general public. The full-time, in office position will serve as the initial point of contact for MLSA clients and the intake navigator will respectfully interview potential applicants for legal services who may be under stress of legal action, elicit factual information from applicants, analyze the type of legal problem presented to determine whether MLSA may assist, or whether a referral is appropriate, and evaluate legal need and financial eligibility of the applicant. The intake navigator may also provide pro se “in one’s own behalf” assistance to individuals throughout Montana.
Specific Duties
- Answer incoming HelpLine calls and conduct initial screening of all calls.
- Determine if there is a legal aspect to a caller’s problem and summarize the issue.
- Open case files and input data from on-line or paper applications.
- Processing HelpLine voicemails and emails from applicants/clients.
- Physically and electronically mail HelpLine correspondence, client education and other literature to clients.
- Scan and upload documents to MLSA’s case management system.
- Schedule advice appointments with MLSA’s advocates.
- Develop and maintain knowledge of legal and social service agencies
- Participate as a Live Help Navigator for MLSA’s website www.MontanaLawHelp.org.
- Provide back up to the front desk to greet and assist walk-in clients
- Once comfortable in role, the intake specialist will assist with training MLSA’s Justice for Montanans members and new staff as needed.
- Other duties as assigned by the Intake Manager or Deputy Director.
Required Skills & Attributes
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Commitment to providing high quality legal assistance to low-to-moderate income Montanans.
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Ability to respond to clients in a calm, empathetic and professional manner while courteously directing the conversation to the pertinent issues
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Excellent oral and written communications skills; excellent listening skills.
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Strong analytical and problem-solving skills. Capacity to follow written and oral instructions carefully.
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High degree of computer data entry proficiency and accuracy.
- Comfortable using technology and learning new programs to aid legal service provision. Proficient at the use of technology, including, but not limited to, word processing, spreadsheets, internet-based programs and computer-based legal research.
- Ability to remain calm and helpful in a fast paced, high stress environment.
- Prolonged periods sitting at a desk and working on a computer.
- Ability and willingness to work cooperatively and collegially within a decentralized statewide law firm.
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Ability to use technologies to communicate with colleagues and clients in rural and remote locations.
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Ability to work independently and as part of a team.
- Ability to maintain confidentiality, and to exercise discretion and good judgment.
- Ability to travel, occasionally overnight if needed.
Preferred Skills & Attributes
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Associate’s Degree or equivalent professional experience.
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Prior legal experience and a demonstrated commitment to social justice, diversity, equity, and inclusion through volunteer activities and internships is valued.
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An understanding of the civil equal justice legal needs of low-income people, including the unique needs of populations that experience particular barriers to access to justice systems, and of effective approaches and methods for addressing those needs.
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Experience working collaboratively and empathetically with diverse groups of colleagues, firm partners, and clients who have varying cultural backgrounds, perspectives, experience, and expertise.
MLSA is an equal opportunity employer and we consider the diversity of our staff to be vital to our organization's success. We strongly encourage and welcome people of all cultures, races, educational backgrounds, life experiences, socio-economic classes, sexual orientations, ages, genders, and physical abilities to apply.