Client Experience Directing Attorney

Job Details Job Location

CRLA Headquarters - Modesto, CA

Position Type

Full Time

Salary Range

$100000.00 - $130000.00 Salary / year

Job Category

Management Description

Client Experience Directing Attorney

About CRLA : California Rural Legal Assistance, Inc. (CRLA) is an anti-poverty law firm dedicated to dismantling unjust systems through community lawyering in California's historically rural areas. For over five decades, we have partnered with communities priced out of private legal representation to uphold civil rights in housing, employment, health, and public education. Building on a radical legacy rooted in the farmworker movement and the War on Poverty, CRLA continues to fight for the rights and prosperity of rural Californians through bold advocacy, systemic change, and a vision of thriving, empowered communities. CRLA's community-led legal services activate community power to achieve justice, ensuring our clients and partners have the tools to dismantle poverty, discrimination, and systemic inequities.

Position : Client Experience Directing Attorney

Reports to : Director of Strategic Initiatives

Application Deadline : Open until filled

Location : Hybrid; Modesto Headquarters preferred, Stockton, Salinas, or Fresno possible

Term of Employment : Regular, Full-Time

Other : FLSA Exempt, Non-Union Position

About CRLA :

California Rural Legal Assistance, Inc. (CRLA) is an anti-poverty law firm dedicated to dismantling unjust systems through community lawyering in California's historically rural areas. For over five decades, we have partnered with communities priced out of private legal representation to uphold civil rights in housing, employment, health, and public education. Building on a radical legacy rooted in the farmworker movement and the War on Poverty, CRLA continues to fight for the rights and prosperity of rural Californians through bold advocacy, systemic change, and a vision of thriving, empowered communities. CRLA's community-led legal services activate community power to achieve justice, ensuring our clients and partners have the tools to dismantle poverty, discrimination, and systemic inequities.

Joining CRLA means becoming part of a team that honors dignity, fights for fairness, and embraces bold, community-led solutions to systemic injustices.

Position Overview

The Directing Attorney for Client Experience is a senior leadership role responsible for shaping our clients' experience of receiving legal services. Initial work will include redesigning and overseeing the client intake process to ensure efficiency, accessibility, and a trauma-informed approach. This position will collaboratively develop and implement a centralized intake system across the organization, provide training for staff on best practices, and continuously assess and improve the overall client experience—from initial contact to case resolution and follow-up.

The Directing Attorney for Client Experience will supervise the centralized intake process initially, with the goal of hiring an Intake Supervisor to oversee daily operations. They will work closely with both programmatic and operational teams to align intake, technology, language access, and client-facing materials with best practices in accessibility, trauma-informed care, and equity.

The Directing Attorney for Client Experience will play a critical role in advancing equitable access to justice for our communities.

Key Responsibilities

Client Intake & Experience Design

• Develop and implement a centralized intake system that is efficient, trauma-informed, and accessible to all clients.
• Establish organization-wide best practices for intake, ensuring consistency across all offices and service areas.
• Conduct ongoing assessments of the client journey, from initial contact to case closure and follow-up , and implement improvements as needed.
• Create training programs to ensure staff are well-equipped to provide a high-quality, equitable client experience.
• Track and analyze client feedback to inform policy and practice changes.

Supervision & Leadership

Collaboration Across Departments

Signage on office doors for clarity and accessibility.

Required Qualifications

Preferred Qualifications

COMPENSATION & BENEFITS :

We offer a diverse, family-friendly environment and compensation based on competitive public interest salaries; generous benefits package which includes 100% employer-covered medical, dental, vision, life, and short & long-term disability insurance for employees and up to 50% for dependents coverage; and 401K retirement plan with CRLA contribution effective immediately. Generous paid leave policy which includes; 15 days of sick leave, 15 holidays each year, and vacation (accrue 15 days for the first year of service and 20 days after one year of service at CRLA). This is a nonunion and the estimated starting salary range for this position is $100,000 – 130,000.

CRLA requires that all employees are Fully Vaccinated, defined as a CDC-approved COVID vaccination and one booster shot. This offer is contingent on meeting this requirement. The complete vaccination policy, including the process for reasonable allowable accommodations, is available for your review upon request.

CRLA invites all applicants to submit their resume and in their cover letter a statement about how their unique background and / or experiences might contribute to the diversity, cultural vitality, and perspective of our staff and legal services practice.

California Rural Legal Assistance thrives on our diversity and we are proud to be an equal-opportunity employer. We are committed to building a culturally diverse workplace and strongly encourage women, persons of color, LGBTQ+ individuals, veterans, persons with disabilities, and persons from other underrepresented groups to apply.

Qualifications

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