Intake and Office Manager – MWLS

JOB TITLE : Intake and Office Manager. Full Time, permanent, exempt. Management position.

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SCHEDULE : Monday-Friday, from 9 : 00am-5 : 00pm. Thirty-five (35) hours per week.

REPORTS TO : Deputy Director

OFFICE LOCATION : 63 Fountain Street, Suite 304, Framingham, MA 01702

HYBRID WORK SCHEDULE : The Intake and Office Manager is required to work in the MWLS office at least four (4) days a week.

SALARY RANGE : $70,000 $80,000 per year, commensurate with experience and qualifications.

BENEFITS : Strong benefits package includes generous PTO leave, 100% employer paid medical, dental, and vision insurance, 4% employer match on retirement contributions, as well as vacation and holiday time off.

LANGUAGE(S) : In addition to English, candidates are required to be fluent in either Spanish and / or Portuguese. Candidates may be tested for language proficiency as part of the interview process.

Summary of Position :

MetroWest Legal Services seeks an Intake and Office Manager ( Manager ) to help fulfill its mission of providing free civil legal aid to eligible residents of the MWLS service area.

As a member of the management team, the Manager will work full-time and in-person at MWLS’ office managing the Intake staff and intake process, ensuring office systems and equipment run efficiently, and that MWLS’ clients and other visitors are served in a professional and respectful manner.

MWLS is committed to providing a welcoming, equitable and inclusive workplace and encourages applicants from a broad range of backgrounds to apply for positions.

Intake Management Duties Include :

• Oversee and closely monitor the intake process for individuals seeking legal services.
• Provide direct supervision to a team of three (3) Intake Specialists.
• As needed, conduct intake, answer the main MWLS telephone line, greet visitors to the MWLS office, and provide interpretation for clients and MWLS advocates.
• Provide referrals to clients, community partners and others seeking resources.
• Manage MWLS’ main telephone and general voicemail system and serve as a liaison between MWLS and the Webex telephone provider.
• Coordinate with Supervising Attorneys regularly to identify legal priorities, grant requirements and other factors impacting the intake process.
• Assist with electronic case and non-case management.

Office Management Duties Include :

• Maintain the MWLS reception and other common physical office areas and equipment.
• Administer mail to and from the MWLS office.
• Coordinate the process for in-person interpretation by Intake staff for clients.
• Coordinate the purchasing of office supplies.
• Function as point of contact with building’s management staff regarding office maintenance, facilities, safety, emergency procedures, and commonly utilized vendors.
• Maintain the filing system and storage of physical client records.
• Develop and coordinate office processes with the Management team.
• Assist with orienting new staff and interns during their onboarding process.
• Other administrative duties as needed and assigned.

REQUIRED AND PREFERRED QUALIFICATIONS :

• Required : 2-4 years of experience working in a reception area in an office, call center, or similar customer service environment.
• 2-4 years of experience providing direct supervision to staff in a customer service or similar work environment.
• Experience with data entry or conducting intakes in a work environment that serves people from low-income communities, who speak languages other than English, older adults, and / or people with disabilities.
• Ability to maintain a high level of attention to detail, accuracy, and confidentiality when managing clients’ personal information.
• Strong organizational, communication, and time-management skills.
• Proficient in Microsoft Office applications i.e. Outlook, Word, SharePoint, OneDrive, Teams, Excel etc., and experience working with electronic case management programs and web-based phone systems.
• Ability to work collaboratively and be flexible in adapting to various client situations and changes in program procedures.
• Demonstrated commitment to valuing diversity, equity, and inclusion and contributing to an inclusive working and learning environment.

Salary Description : $70,000 $80,000 / year, depending on experience.

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