Intake Assistant

Role Overview

This position, offered by Disability Rights California (DRC), serves as the initial point of contact for individuals calling the statewide helpline seeking legal assistance, resources, or information regarding disabilities. The Intake Assistant manages a high volume of calls and voicemails, following established protocols to collect necessary details, discern caller requirements, provide appropriate referrals, and link callers with qualified personnel for further assistance.

Commitment to Accessibility and Inclusion

DRC values diversity and inclusivity, particularly encouraging applications from people with disabilities, people of color, members of protected classes, and those formerly incarcerated. The hiring process accommodates various needs, including ASL interpretation, alternative interview formats, extended time, and quiet settings, ensuring a supportive environment for all applicants.

Key Responsibilities

• Answer large volumes of incoming calls courteously and empathetically, maintaining patience and composure.
• Engage with callers in a trauma-informed, respectful manner that honors diverse backgrounds.
• Screen calls to evaluate caller needs and route them appropriately within the organization.
• Collect and record relevant information accurately to facilitate proper assistance.
• Serve as a communication bridge between callers and internal teams.
• Employ clear verbal and written communication to share information and ensure appropriate referrals.
• Utilize multiple software platforms such as phone systems, SharePoint, case databases, Microsoft Teams, and Outlook effectively.
• Stay current on organizational policies, services, and resources.
• Provide reasonable accommodations to consumers with disabilities as necessary.
• Perform additional tasks as assigned.

Qualifications

• Minimum education: High school diploma or GED.
• Experience: 1-2 years in customer service, client intake, administrative support, call center, legal services, or related fields.
• Strong phone communication skills including accurate information gathering.
• Capacity to handle high call volumes with empathy and patience during challenging interactions.
• Aptitude to follow scripts and communication procedures.
• Ability to multitask and prioritize workload.
• Excellent active listening and customer service proficiency over the phone.
• Competency in typing, grammar, written communication, and spelling.
• Proficiency with office productivity software and collaboration platforms.
• Quick learner with new software and multitasking with multiple applications simultaneously.

Preferred but Not Required

• Fluency and writing skills in Spanish or an Asian language, including interpretation/translation abilities.
• Advanced familiarity with Microsoft 365, SharePoint, and Teams.
• Experience working remotely or in hybrid setups.
• Knowledge of disability-related laws, rights, and services in California.
• Background in non-profits or social services.
• Personal or caregiving experience with disability.
• Connections to or knowledge of communities including homelessness, criminal justice, substance abuse, or LGBTQIA+ individuals.

Additional Information

• No licenses or certificates are required.
• Minimal travel, up to 10% for trainings or meetings.
• Primarily a remote role, working Monday through Friday from 9:00 AM to 5:00 PM, with occasional in-office presence for trainings or if remote conditions are unsuitable.
• Requires reliable internet and private workspace for confidential communications.
• Regular use of computers, phones, video and other online communication technologies is expected.
• Some occasional evening work might be needed based on organizational needs.
• Salary ranges from $25.64 to $28.89 per hour, equating to approximately $50,000 to $56,336 annually.
• Benefits include 8% 401(k) match, health insurance options (HMO), dental, vision, life insurance, short/long term disability, flexible spending accounts, pet insurance, employee assistance, and Teladoc services.
• Includes ample vacation, sick/self-care leave, holidays including the entire last week of December.
• Public Service Loan Forgiveness (PSLF) eligibility.

Application Details

Applications are accepted until filled, with priority review for those received by August 14, 2026. Resume and cover letter are mandatory; incomplete applications will not be considered. Internal applicants must be regular employees in good standing with minimum six months tenure meeting job criteria.