Intake & Operations Manager

PURPOSE STATEMENT:

The Intake & Operations Manager ensures that Ayuda’s intake and administrative functions run smoothly, consistently, and in alignment with organizational needs. By supervising intake specialists and office managers, streamlining processes across offices, and relaying frontline insights to leadership, this role strengthens client access, supports staff, and safeguards core operations.

ORGANIZATIONAL PROFILE

Ayuda is a 501 (c)(3) nonprofit organization dedicated to providing direct legal, social and language access services, education, and outreach to low-income immigrants in the Washington, DC metropolitan area. Since 1973, Ayuda has provided critical services on a wide range of issues, in the process acquiring nationally recognized expertise in several fields including immigration law, language access, domestic violence and human trafficking. Ayuda has office locations in Washington, DC, Silver Spring, MD and Fairfax, VA.

WHY DO YOU WANT THIS JOB?

Because, just like everyone at Ayuda, you believe:

• In seeing communities where all immigrants succeed and thrive in the United States.
• In the overall success of our organization and all our programs.
• That families should be healthy and safe from harm.
• That all people should have access to professional, honest, and ethical services, regardless of ability to pay or status in this country.
• That diversity and equality make this country better.

WHAT WILL THIS JOB ENTAIL?

Team Leadership & Supervision

• Supervise intake specialists and office managers, including recruiting, hiring, onboarding, training, coaching, and performance management
• Foster a supportive, inclusive, and high-performing team culture that prioritizes client service, efficiency, and accountability
• Develop cross-training and back-up systems to ensure uninterrupted intake services during staff absences or transitions

Program Growth & Capacity-Building

• Identify and implement strategies to grow the reach and effectiveness of the intake program, with a focus on expanding capacity without adding staff
• Develop and refine workflows that streamline scheduling, case screening, and administrative processes across all offices
• Strengthen the fee-based service model to sustainably grow the program’s resources
• Provide training and technical assistance to the intake team and, as needed, to staff across Ayuda, building organizational capacity in intake-related practices

Process Improvement & Insight-Sharing

• Collaborate with program managers to establish consistent, efficient intake and reception processes across all three offices
• Surface and communicate key trends, challenges, and client insights from the intake team to program leadership, ensuring that frontline experiences inform organizational strategy, while maintaining accountability to the Director of Operations
• Regularly evaluate intake procedures and recommend improvements to reduce risk, minimize errors, and enhance the client experience

Data & Technology

• Serve as a Legal Server administrator, providing user support and training to intake specialists and where appropriate, providing additional support to other programs under the guidance of the Tech & Data Manager
• Ensure intake staff use data systems accurately and consistently to support compliance, reporting, and decision-making

Operations & Administration

• Oversee office purchasing and supplies, ensuring compliance with policies, appropriate use of the operations credit card, and proper documentation
• Guide intake staff in addressing building operations and maintenance issues across all offices
• Partner with the Director of Operations on safety and security measures for staff and clients

HOW DO YOU KNOW IF YOU CAN DO THIS JOB?

Eligibility Requirements:

• 3–5 years of professional experience in client services and operations, including supervisory experience
• Direct experience in a multifaceted client services role that blends trauma-informed care, legal intake and compliance, financial transactions (including trust account practices), and office management responsibilities — comparable to Ayuda’s Intake Specialist position
• Demonstrated ability to streamline processes, improve efficiency, and creatively expand program capacity
• Strong skills in staff supervision, coaching, and team-building
• Excellent organizational and problem-solving abilities, with a track record of identifying and implementing system improvements
• Strong communication and collaboration skills, with the ability to partner effectively across teams and elevate insights from frontline staff to leadership
• Experience handling sensitive or confidential information with discretion and integrity
• Experience with trauma-informed, client-centered service and working respectfully with diverse communities
• Ability to learn and understand numerous grant requirements and serve clients in accordance with those requirements
• Experience in a nonprofit legal services
• Familiarity with case management and financial systems (e.g., Legal Server, Intacct, or comparable platforms)
• Experience managing office operations, including purchasing, building maintenance issues, or safety/security protocols
• Bilingual English and Spanish fluency or multilingual proficiency

Key Competencies

• Strategic thinker: able to see the big picture and design systems that support long-term growth
• Innovator: skilled at finding ways to do more with existing resources
• Collaborator: able to foster trust and effective communication across program and operations teams
• Detail-oriented leader: ensures accuracy in compliance, financial, and data processes while guiding staff to do the same
• Adaptable: thrives in a dynamic environment and balances day-to-day management with forward-looking improvements

Candidates who don't feel that they meet every single qualification, but who still believe they’d be the right fit for this role, are encouraged to consider applying! We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways -- not just candidates who check all the boxes.

We are proud of the benefits we can offer that include:

• Platinum-level medical insurance plan 100% employer-paid
• Dental and vision insurance 100% employer paid
• Long-term disability insurance 100% employer paid
• Life and AD&D insurance 100% employer paid
• Pre-tax 401(k) with Employer match on first 3% of salary
• Vacation Days: 21 days per year until year 3, 27 per year in years 3-7 and 33 days per year after 7 years employment. Employees begin with 3 days of vacation leave.
• New employees begin with 5 days of Health & Wellness (sick) leave and accrue an additional 5 hours per pay period plus emergency medical leave up to 12 weeks per year
• 12 weeks paid parental leave
• 24 days paid holidays and staff wellness days, including Winter Break the last week of the year
• Job-related professional development fees (including annual state bar dues and professional memberships)
• Flexible work schedules

This position is exempt for overtime purposes.

Employees with federal student loan debt may be eligible to apply for Public Service Loan Forgiveness through the Department of Education. For more information, go to https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.

Bilingual English and Spanish fluency or multilingual proficiency