Client Access Coordinator in Atlanta, Georgia at Atlanta Volunteer Lawyers Foundation Inc
Job Description
Job Title | Client Access Coordinator | |
Reports To | Director, Standing With Our Neighbors | |
Department | Standing with Our Neighbors | |
Supervision | N/A | |
Work Location | Onsite | FSLA: Exempt |
Position Summary
The Client Access Coordinator is a full-time position within the Standing With Our Neighbors™ Program (“SWON”) that serves as an initial point of contact for clients seeking assistance with housing-related legal issues. Standing With Our Neighbors is a part of the Safe and Stable Homes project that addresses housing instability for families residing in geographic areas at the heart of the City of Atlanta’s Neighborhood Reinvestment Initiative and Atlanta Public Schools attendance zones. AVLF is devoting considerable volunteer resources to improving living conditions and housing stability in the target neighborhoods to reduce student enrollment turnover and enhance student attendance and performance.
SWON focuses on outreach and tenant education, close coordination with community partners, advocacy, and direct legal representation of tenants. Specifically, AVLF’s legal advocacy aims to halt evictions and resolve underlying issues – including heading off evictions before they are filed, forcing repair of deplorable conditions, preserving housing subsidies, and/or securing compensation for lost property and other damages. Clients access legal services through AVLF’s existing programs and clinics.
The Client Access Coordinator is responsible for answering calls and returning voicemails from our main phone line, greeting potential clients who visit our offices within Atlanta Public Schools’ (“APS”) community Hubs, and assisting them with completing our screening questionnaire. The Screening Coordinator must be detail-oriented, client-centered, comfortable using technology and database systems, and able to engage respectfully with low-income clients and families.
Essential Duties and Responsibilities:
- Serve as the entry point for clients seeking legal assistance via phone or visits to the APS Hubs.
- Conduct screenings with clients by phone, ask clear & appropriate follow-up questions, and gather information needed to complete accurate screening records.
- Enter client screening information into Salesforce (AVLF’s case management system) and ensure records are complete, organized, and accurate.
- 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 in person and via phone communication, 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.
- Comfortable 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:
- In-Person, client-facing environment with frequent phone interaction.
- 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.
AVLF is a hybrid organization. Work is performed remotely and in office environments, with travel to meetings, community sites, and client-related activities as needed. Work may involve a fast-paced environment requiring multitasking, prolonged sitting and/or standing, and occasional evening or weekend availability to support meetings, outreach activities, trainings, or client needs.
Salary: $55,000 with compensation commensurate with relevant experience and qualification.
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