Intake Assistant in Atlanta, Georgia at Atlanta Volunteer Lawyers Foundation Inc

Position Summary

The Safe and Stable Home (SSH) Intake Assistant serves as an initial point of contact for clients seeking assistance with landlord-tenant issues through AVLF’s Saturday Lawyer Program (SLP). This role is responsible for contacting clients to gather detailed information about their housing concerns, gathering related documents, listening empathetically to clients, and making recommendations about the appropriate track for assistance.

The Intake Assistant must be detail-oriented, client-centered, comfortable using technology and database systems, and able to engage respectfully with low-income clients and families.

• Conduct intakes with clients by phone, asks clear & appropriate follow-up questions, and gathers information needed to complete accurate intake records
• Enter client intake information into Salesforce (AVLF’s case management system) and ensures records are complete, organized and accurate
• Request documents and other supporting information and materials from clients when needed.
• Provide empathetic, respectful, and professional customer service to clients, including individuals experiencing financial hardship, housing instability, and other urgent needs.
• Perform administrative and program support tasks, including maintaining files, responding to routine inquiries and tracking follow-up items.
• Maintain the confidentiality of client information and follow AVLF policies and procedures related to client records and data.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• Strong verbal communication skills, including the ability to explain processes clearly and professionally.
• Excellent listening skills and the ability to translate a client’s story into a clear, understandable, and complete intake record.
• Empathetic, patient, and respectful approach to working with clients, especially clients and individuals experiencing stressful circumstances.
• Strong attention to detail and ability to maintain accurate, organized, and confidential client records.
• Good writing skills, including the ability to summarize information clearly and concisely.
• Comfort using technology, including Microsoft Office and Salesforce or another CRM/case management database.
• Excellent attention to detail and the ability to manage multiple client matters effectively.

Preferred Qualifications

• Previous customer service, administrative, intake, or other client-facing experience.
• Experience working with low-income clients or community-based service settings
• Experience working in a nonprofit, legal services, or mission-driven organization.
• Spanish language skills.

Working Conditions:

• Part-time, remote position with the option to work in an AVLF office as needed
• Client-facing environment with frequent phone interaction.
• Schedule may vary based on program needs and client service coverage. Preference will be given to candidates who are available approximately 15-20 hours per week, Monday through Thursday. (Schedule subject to change with advance notice)
• Must be able to communicate respectfully with clients, maintain confidentiality, and follow established intake and referral procedures.

Benefits:

• Health Insurance: AVLF covers 100% of employee-only Medical and Dental.
• Voluntary Benefits: 100% employer-paid coverage for group life, long-term disability, and short-term disability.
• Retirement: AVLF contributes 5% of your salary to a retirement plan—no employee match required.
• Paid Time Off: Includes 21 PTO days (prorated), 2 floating personal days, and twice-yearly wellness leave.
• Student Loan Assistance: Up to $500/month ($6,000/year) with a lifetime maximum of $60,000.
• Employee Assistance Program (EAP): Supportive services available for employees.