Intake Office Manager

Job Overview

The Intake Office Manager is responsible for the day-to-day supervision and overall management of the Intake staff. The Intake Office Manager will monitor the interactions of intake screeners with clients to ensure that the expectations of the clients are met. Assists in setting standards and guidelines for client interactions. In addition, the Intake Office Manager will analyze operations of the Intake center and assist in overseeing any efficiency improvements.

The Intake Office Manager is responsible for the successful interaction between clients and intake staff to ensure a positive client experience. As a member of the management team, the Intake Office Manager is an integral part of the executing the Mission, Vision, and Values of Florida Rural Legal Service Inc

The Intake Office Manager will report directly to the Hotline Director.

Essential Functions

1. The Intake Office Manager is responsible for ensuring that applicants calling are screened in a timely, efficient, and accurate manner and transferred to the appropriate office or to the Advice Line.

2. Assist in devising ways to optimize procedures that employees are expected to follow during and between calls.

3. Assist in preparing monthly and annual progress and status reports, and employee performance evaluations.

4. Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls.

5. Assist in increasing productivity of Intake Screeners and Intake Paralegal.

6. Provide effective leadership of the day-to-day operation of the Intake call center to develop and guide team members to deliver a positive outcome with every client contact.

7. Assist in implementing future intake center vision and strategy.

8. Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow.

9. Ensure that all complaints are resolved in a timely manner.

10. Interpret, apply, and assist in ensuring compliance with all applicable Grant codes, laws, rules, regulations, standards, policies, and procedures; initiates any actions necessary to correct deviations or violations.

11. Responsible for assisting in providing reports, providing performance reviews, and other data as necessary to the appropriate administrative personnel.

12. Coordinate intake schedules.

13. Provide necessary support and resources for the Intake Specialists and Paralegals to perform their jobs and provide case consultations as necessary.

14. Perform all other duties as assigned.

Knowledge/Skills/Abilities

1. Certified paralegal preferred, but not required.

2. Demonstrated ability to work in a fast-paced environment;

3. Ability to communicate clearly and professionally, both verbally and in writing;

4. Extensive knowledge using online call center phone and tracking systems;

5. Strong listening skills, attention to detail, and decision-making skills;

6. Ability to prioritize and manage multiple responsibilities;

7. Pleasant, friendly attitude, with an ability to adapt to change;

8. Desire for personal/professional growth and development;

9. Superior problem-solving abilities.

10. Ability to work collaboratively, yet independently.

11. Working knowledge of Microsoft Suite (Word, Excel and PowerPoint) and Legal Service software.

Working conditions

This position operates in a professional office environment.

Physical requirements

1. This is a largely sedentary role; however, some lifting of office supplies up to 20 pounds may be required.

2. Some travel required.

Direct reports

None.

Other

The Intake Office Manager is not subject to the FRLS Collective Bargaining agreements.

EEOC Statement

Florida Rural Legal Services, Inc., does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other characteristic protected by federal, state of local law.