Overview of Position:
The Frontline Coordinator position is a critical part of the administration of Open Door Legal. The Frontline Coordinator is the first point of contact for all current and prospective clients. Thus, the Frontline Coordinator is ultimately responsible for our mission being met, as you must successfully triage all incoming legal issues, and ensure that all clients get appropriate services in a timely manner.
Our small and informal office is highly trafficked by individuals who have suffered trauma, who are deeply distraught, or who are sometimes hostile and difficult to manage. Success in this position requires excellent interpersonal skills, including the abilities to empathize, set boundaries, de-escalate conflict, and cope with trauma. The Frontline Coordinator must be flexible and creative in handling challenges as they arise.
In addition, the Frontline Coordinator provides administrative support for the organization and supports internal operations. You are responsible for providing basic administrative support to attorneys, staff and social workers with our partner agency The Salvation Army Bayview. You will need to help us come up with creative and efficient solutions for organizing and managing a high-volume, fast-paced workflow. You will supervise our youth interns who help with front desk tasks and will be supervised by our Director of Legal Services.
Lastly, the frontline coordinator is responsible for general office management and facilities responsibilities. This includes managing any requests or concerns regarding the office space or needed office supplies, handling all incoming mail and handling office billing/receiving.
Salary range is $30,000 to $36,000 per year depending on experience.
- Your main responsibility is to appropriately triage the legal and social work issues of potential clients come in through the door and assist potential clients in filling out our screening form. This is going to require learning the basics of housing law, family law, consumer and several other areas of law, how the San Francisco human services provider network operates, and the policies our office employs to deal with dozens of scenarios.
- Manage the reception space and serve all people who walk in with compassion and notify relevant company personnel of visitor arrival.
- Manage the information flow coming into the office (phones, email, voicemail, text messages, faxes, etc) to ensure everything is properly recorded and that the right staff member receives the information in a timely manner.
- Maintaining and managing appointment calendar; creating and tracking appointments with numerous attorneys and staff.
- Follow-up with clients; remind them of upcoming appointments; work with clients to obtain needed documentation.
- Scan and organize all incoming client documents; maintain basic familiarity with legal documents and be able to assess urgency as needed; be responsible for ensuring attorneys are notified of all incoming documents
- Handle and address all Open Door Legal facility requests, including any needed office supplies, maintenance concerns, or logistics scheduling; work closely with The Salvation Army to coordinate these needs. Manage all Open Door Legal billing and receiving
- Provide additional IT support to attorneys/volunteers/interns as needed.
- Provide input to ensure continuous improvement of existing processes and tools to best serve clients
- Must genuinely enjoy working with clients, especially those who are low-income.
- Open the office at 8:30 am and close the office at 5:00 pm.
- Must be self-directed, able to work independently, and able to solve difficult problems.
- Must have highly functional computer skills.
- Completion of an associate, vocational or bachelor degree.
- Grew up or currently live in the area we serve, District 10.
- Experience working with low-income and vulnerable populations.
- Experience working in a legal aid environment.
- Experience working in a human services agency.
- Experience working with individuals with mental illnesses or addictions.
- Willing to make at least a two-year commitment to the organization.
- Experience using Salesforce.
- Fluent or highly conversant in Spanish or Cantonese.
- We offer a fun and challenging work environment for anyone who’s passionate about making a difference.
- We offer four weeks of paid time off per year.
- We use best-in-class technology solutions, including Salesforce.
- We offer robust medical and dental benefits.