Intake Specialist

Introduction:

An Intake Specialist serves as the first point of contact for prospective clients, screening for eligibility and legal needs, providing information and referrals, and coordinating case intake in accordance with program priorities and grant requirements.

What’s in it for you?

• The opportunity to make an impact in the community by enhancing opportunities for immigrants and refugees in Minnesota and North Dakota.
• We believe in work-life harmony. This role offers the flexibility to blend remote work with in-office collaboration.

Why ILCM?

• • You will be championing social justice & creating meaningful impact.
  • You will work in a place that values diversity, equity, and belonging. We encourage new ideas, value multiple perspectives, and foster a supportive environment where each role matters.
  • We offer competitive and transparent compensation. We aim to ensure that pay, benefits, and career progression reflect your contributions, impact, and market value.
  • You will work with a committed organization dedicated to serving and empowering clients. ILCM’s values are grounded in respect for and partnership with our immigrant and refugee clients.

Primary Responsibilities

• Answer and process incoming calls on ILCM’s intake telephone line during regularly scheduled intake hours and screen callers for income eligibility and case type.
• Work with multiple case management systems including Legal Server and the Minnesota Refugee Information System (MRIS).
• Maintain relationships with intake staff at partner organizations.
• Field referrals from partner agencies through e-transfers in Legal Server or through MRIS, and other direct partner referrals through phone or Teams.
• Schedule initial consultation appointments with ILCM legal staff by managing the intake calendar and collecting/creating client records in the LegalServer database.
• Document all intake calls accurately in call logs, including follow-up questions for review by intake and legal supervisors, and track rejected calls.
• Send appointment confirmations and reminders to clients.
• Determine when calls may be transferred to legal staff and provide referrals when direct transfer is not appropriate.
• Provide services in multiple languages by using Language Line interpreting services as needed.
• Review messages and callback lists from reception staff and return calls within 48 hours.
• Provide safety planning support for survivors of violence contacting the intake line, including connecting callers with shelters, advocates, crisis lines, and other emergency resources as needed.
• Assist with the planning and staffing of intake-related outreach events and follow up.
• Maintain and update the intake manual to reflect current policies, procedures, and practices.

Secondary Responsibilities

• Complete time records for financial management, grant reporting, and compliance purposes.
• Participate in legal team meetings, case reviews, and monthly all-staff meetings.
• Engage in training and professional development opportunities as assigned or required.
• Assist with proposal development and grant reporting as needed.
• Assist with unscheduled walk-in clients, as needed.
• Perform other duties and special projects as assigned.

Qualifications | Knowledge, Skills & Abilities

• Experience working with intake systems or hotline or call center system, preferred.
• Minimum of 1 year paralegal experience or experience working in an attorney’s office with some college credits. Experience working in an attorney’s office, preferred.
• Second language fluency in language spoken by client community (i.e., Spanish, Somali, Arabic, Pashto, Dari, Kurdish, etc.)
  • Ability to travel to meet with clients, partner agencies, and to conduct outreach activities.
• Proficient in all Microsoft programs such as Word, Excel, Outlook, Teams and SharePoint.
• Experience with LegalServer and/or other case management programs preferred.
• Strong communication skills, both written and verbal.
• Able to work well cross-departmentally, handle multiple assignments and meet deadlines.
• Excellent organizational, analytical, and problem-solving abilities.
  • Familiarity with diverse refugee and immigrant communities, community agencies, and resources.
• Passion for serving the low-income immigrant and refugee community and experience working with persons of diverse economic, cultural, and ethnic backgrounds.

• We provide paid leave including the following:
  • Paid Time Off – Employee earns 12.5 hours per month during the first 2 years of employment (4 weeks), 15.625 per month in years 2-5 (5 weeks), and 18.75 per month after 5 years (6 weeks). Employees can carry up to 80 hours of unused leave from year to year.
  • Earned Sick and Safe Time (ESST): In compliance with Minnesota law, ILCM will provide employees with paid sick & safe leave under this policy. All employees will receive eighty (80) hours sick and safe time, or pro-rated upon the commencement of employment. Unused sick and safe time will not be carried over from one calendar year to the next, nor will it be paid out at the end of each year.
  • Holiday Leave: Most major federal holidays off including the days between Christmas Eve and New Years Day. In addition, ILCM offers one floating holiday and the opportunity to exchange holidays that don’t fall within an employee's religious or cultural background (i.e., alternative holidays).
  • Paid Family & Medical Leave: In compliance with Minnesota statute. See Handbook and Benefits Guide for more information.
• We provide competitive benefits including the following:
  • Medical, dental and vision insurance (with employer contributions)
  • Employer-paid life and disability coverage (voluntary life insurance is available at employee cost)
  • SIMPLE IRA retirement plan with employer match
  • FSA and HSA with employer contributions (HSA is only available for employees enrolled in our HSA medical plan)
  • Pet Benefits & Pet Discount Program with employer contributions
  • A remote connectivity stipend of $50/month
  • Payment for organizational/membership dues
  • Training/professional development budget of $500/year

Second language fluency in language spoken by client community (i.e., Spanish, Somali, Arabic, Pashto, Dari, Kurdish, etc.)