Intake Specialist - TLH - KIOSK

Description:

Job Summary

The Texas Law Help/Kiosk Intake Specialist provides essential administrative and operational support to the /TexaslawHelp/Kiosk program.

This position assists kiosk users by offering technical support, legal information, intake for special programs, scheduling appointments, and assisting users with finding access to relevant resources.

In addition, the intake specialist serves as a point of contact for Kiosk Host Sites. The Intake Specialist ensures effective communication, coordination, and support between the program and its host sites and drives outreach initiatives to promote and increase kiosk usage at their assigned sites.

Responsibilities

• Key responsibilities include:

o Intake: Conduct intake and pre-acceptance screening assessments, while ensuring appropriate information is collected and entered in the case management system, and client confidentiality requirements are maintained.

o Building Relationships: Establish and maintain strong, collaborative relationships with host site staff to foster engagement and enthusiasm for the kiosk program.

o Outreach Support: Assist host sites, including Rural Clinic host sites, in promoting kiosk services to their communities through outreach activities, informational materials, and events.

o Usage Analysis: Monitor kiosk usage data and work with host sites to identify opportunities for increasing accessibility and utilization.

o Training and Guidance: Provide ongoing training and support to host site staff to enhance their ability to assist kiosk users effectively.

o Problem-Solving: Address any challenges or barriers to usage, offering solutions and escalating issues to the Program Manager when necessary.

o Technical Assistance

§ Assist with basic troubleshooting and maintenance of kiosks.

§ Communicate with third-party technical support for advanced issues.

Program Innovation

• Identify and collaborate with the Program Manager, TexasLawHelp Managing and Staff Attorneys, TLSC staff and other partners to implement improvements to kiosk functionality and accessibility.

Program Operations

• Monitor kiosk functionality and report any operational concerns to the Program Manager.
• Support the deployment and/or relocation of kiosks as needed.
• Participate in and support the collection of data related to kiosk usage.
• Provide logistical support for staff traveling to host sites and providing training.
• Assist users via live chat or phone, providing technical help and legal information as appropriate.
• Conduct intake and pre-acceptance screening assessments, ensuring appropriate information is collected, entered in the case management system, and client confidentiality requirements are maintained
• Perform other duties as assigned.

Travel

• The ability to travel not more than 25% of the time to support kiosk sites, partners, and outreach activities.

Education and Experience

Preferred Education:

• High school diploma or equivalent.

Preferred Experience:

• Experience with conducting outreach and maintaining stakeholder relationships.
• Experience with providing technical support or user assistance.
• Experience working in legal aid, customer service, or community programs.

Requirements:

Role Requirements

Competencies

• Ability to establish rapport and deal tactfully and professionally with colleagues, clients, visitors, and the public.
• Ability to multi-task, work well under pressure, and complete required assignments accurately in accordance with required deadlines.
• Ability to work with clients in a compassionate, patient, , and non-judgmental manner.
• Effective organizational skills.
• Strong verbal and written communication and interpersonal skills.

Knowledge, Skills, and Abilities

• Ability to collaborate effectively with a variety of individuals and teams.
• Basic technical troubleshooting abilities.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Proficiency with, or the ability to learn, Legal Server (TLSC’s case management system).
• Strong organizational and attention-to-detail skills