Position title
Receptionist - Call Screener
Description

Legal Assistance to the Elderly seeks a compassionate and enthusiastic receptionist to provide on-site services, including, greeting visitors, answering telephones, screening prospective clients and connecting them to our intake. This position is responsible for ensuring that our reception is professional, welcoming, and accessible for all members of our community.

The receptionist is often the first person to interact with those seeking our services and our first opportunity to show them our commitment to listening and caring. The first contact is usually a phone call, where client is trying to connect with someone who will listen to their issue and care. Our clients are often experiencing a crisis, and some present in a state of heightened emotional distress, and may have dementia or a mental health disability. This requires that in addition to compassion, excellent interpersonal skills, the ability to provide focused customer service, set boundaries, and de-escalate conflict. This position also requires comfortability with using various technological systems and devices, great typing, and organizational skills.

For more than 40 years, LAE has provided free legal advice and representation to San Francisco’s seniors and adults living with disabilities. Our mission is to protect and advance the right of San Francisco’s seniors and adults with disabilities to be housed, healthy, financially stable, and safe. Our primary practice areas are Eviction Defense/Housing (tenants only), Income Support, Health Law, Elder Abuse Prevention, Debt Collection Defense and End of Life Planning. LAE is a friendly and collaborative work environment.

Qualifications

MINIMUM QUALIFICATIONS

  • Able to be patient, flexible and kind
  • Able to handle a high volume of activity, multitask and prioritize
  • Able to work independently and in a team-oriented environment
  • Excellent communication and interpersonal skills to effectively interface with staff and clients using tact, patience, professional courtesy, and exhibit confidentiality and discretion where appropriate
  • Strong written, verbal and interviewing skills
  • Proficient typist
  • Comfortable using various technological systems including the ability to use multiple computer programs simultaneously in Windows operating system. Within 90 days of hiring, must become proficient in utilizing the multi-line phone system, case management system (Salesforce), calendaring (Outlook), and other computer applications and office technology including photocopying, scanning and mail postage system.
  • Must have received or be willing to receive and maintain up-to-date COVID-19 vaccination (including boosters) by date of hire to be considered.

EXTREMELY DESIRABLE

  • Bilingual in English and Spanish, Cantonese and/or Mandarin

HIGHLY DESIRABLE

  • Experience working with elderly, disabled or homeless individuals or those experiencing a crisis
  • Experience with Salesforce & multi-line office phones
  • Experience in a fast-paced customer service role such as food service, retail or reception
Responsibilities
  • Answer calls to our general phone number from 9:30-12 and 1-4pm
    • Screen prospective clients for eligibility, enter contact information, type of legal issue and screening notes into Salesforce and transfer callers to intake staff
    • Refer ineligible callers to other resources
    • Check voicemails and return calls
  • Greet office visitors at the front desk
    • Perform temperature check, ask about any COVID symptoms or exposure
    • Notify staff members that their appointments have arrived
    • Occasional copying and/or scanning of client documents
  • Mail & Deliveries
    • Sort incoming mail and sign for deliveries. Deliver or scan to appropriate staff member taking into account the time sensitivity of the mail and the availability of the recipient.
    • Deposit the outgoing mail into the USPS Collection Box outside at 4:45pm
    • Forward incoming faxes (e-fax)
  • Order and stock office supplies
  • Tidy reception and kitchen areas
  • Filing:
    • Close case files and deposit in cabinet
    • Coordinate the retrieval and depositing of paper files into storage
  • Perform additional administrative tasks, general office duties and special projects as assigned.

SUPERVISED BY

Intake Coordinator

WORKING CONDITIONS

The position requires working with individuals during moments of extreme stress and instability. The position also requires the provision of culturally-sensitive and empathetic services.

This position is on-site at our office

PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Prolonged sitting/standing
  • Extensive typing/data entry
  • Close visual acuity to prepare and analyze data, text, and figures
  • Prolonged computer use

UNION MEMBERSHIP

After successful completion of a probationary period (90 days), membership in the National Organization of Legal Services Workers becomes a condition of employment.

Job Benefits

We offer a family friendly environment, and compensation based on competitive public interest salaries along with a generous benefits package. The Salary is based on Union Scale, range from $52,000 to $60,000. Salary stipend for fluency in a second language that is regularly used in LAE’s legal practice. LAE’s benefits package includes 100% employer covered medical, dental, and life insurance for employees and dependent children and 75% for spouses; LAE student debt reimbursement program; employer paid CA Bar license and/or social work license fees; 401k retirement plan with annual LAE contribution; and Staff Wellness Fund. LAE has a generous paid leave policy which includes: sick leave; parental leave; compensation time, 19 holidays each year; and vacation (starting at 15 days and increasing with additional years of employment).

To Apply

E-MAIL RESUME AND COVER LETTER TO: hiring@laesf.org
SUBJECT: RECEPTIONIST-CALL SCREENER

If you find that you meet many of the qualifications in the job description, we encourage you to apply and explain in your cover letter why your experience would make you a good fit for the position. We recognize that organizations may miss out on strong applicants who screen themselves out of the process because they do not meet every qualification and that disproportionately impacts people from historically marginalized backgrounds. We know that our greatest strengths come from the people who make up our team and a welcoming, inclusive and culturally diverse staff allows us to best serve our community.We look forward to your application.

LAE seeks to fill all positions with people who share our values, including our organizational commitment to diversity. We encourage all interested individuals to apply—especially people of color; women; people from low-income backgrounds; people with disabilities; people who are lesbian, gay, bisexual, transgender, gender non-conforming, non-binary; or anyone belonging to any other federal or state protected category. We believe that all persons are entitled to equal employment opportunity, and are committed to not discriminating on any basis prohibited by applicable law.

APPLICATIONS WILL BE CONSIDERED UNTIL THE POSITION IS FILLED. THOSE SELECTED FOR AN INTERVIEW WILL BE NOTIFIED.

Employment Type
Full-time
Job Location
1663 Mission Street, Suite 225, San Francisco, 94103
Date posted
June 16, 2022
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Position: Receptionist - Call Screener

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