Intake Paralegal - Buffalo
Neighborhood Legal Services, Inc. of Western New York · Buffalo, NY
- On site
- Full-time
- $53,000 / year
- Buffalo, NY
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Subject: Interested in the Intake Paralegal - Buffalo role at Neighborhood Legal Services, Inc. of Western New York
Hi Alex — I came across the Intake Paralegal - Buffalo opening and wanted to reach out directly. I've spent the last few years doing exactly this kind of work, and Neighborhood Legal Services, Inc. of Western New York stood out because…
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Job highlights
- Serve as the first point of contact for clients.
- Conduct intake interviews and assess eligibility.
- Provide limited legal advice under supervision.
- Manage high volume of client inquiries.
- Support agency mission of justice and equality.
About the role
About Neighborhood Legal Services, Inc. of Western New York
Neighborhood Legal Services, Inc. (NLS) is the largest nonprofit civil legal services provider in Western New York. With offices in Buffalo, including its central office, Batavia, Lockport, and Niagara Falls, NLS is dedicated to advancing justice and ensuring equal access to the legal system for individuals and families who cannot afford an attorney. Each year, NLS serves thousands of low-income and vulnerable clients, including people facing eviction or homelessness, survivors of domestic violence, individuals with disabilities, veterans, members of the LGBTQIA+ community, and those struggling to access food, healthcare, and other critical public benefits. We also partner with community organizations and medical providers to address legal challenges that impact health and well-being.
Position Summary
Neighborhood Legal Services is seeking a mission-driven Intake Paralegal to join our centralized intake unit. This unit will centralize and streamline how potential clients connect with NLS. The Intake Paralegal will manage client inquiries by phone, through an online application portal, and in-person walk-ins. This role will serve as the front door to the agency and will be responsible for screening, interviewing, and, where appropriate, providing limited legal advice and counsel under attorney supervision. As a member of the intake unit, you will play a vital role in helping people access the legal help they need while supporting NLS's broader mission to challenge systemic inequality and promote justice across our region.
Essential Functions
- Serve as the first point of contact for clients seeking legal assistance via phone, online, or in-person walk-in.
- Conduct comprehensive intake interviews to assess eligibility for services based on income, legal issues, and other criteria.
- Accurately collect and enter client data into the case management system.
- Provide legal advice and counsel and extended services on eligible matters in accordance with agency protocols and under attorney supervision.
- Triage and refer matters to appropriate legal units or outside agencies when needed.
- Develop a working knowledge of all NLS practice areas and stay up to date on relevant legal changes and resources.
- Maintain a trauma-informed and culturally competent approach when interacting with clients in distress or crisis.
- Manage a high volume of calls and applications in a fast-paced, call center-style setting.
- Participate in ongoing training and supervision to ensure quality and consistency of service delivery.
Core Competencies
- Strong personal work ethic and ability to organize time, manage diverse activities, and meet critical deadlines with minimal supervision.
- Excellent writing, editing, and proof-reading skills, with ability to be detail-oriented.
- Strong interpersonal skills and an ability to work collaboratively with a dynamic and multi-sector team.
- Curious and self-directed with an ability to anticipate client needs.
- Cultural humility in working with low-income clients across the spectrum of diversity, including race, ethnicity, gender identity, sexual orientation, socio-economic status, immigrant status, religious identity, physical and mental disabilities, and limited English proficiency.
- Familiarity with diverse communities is a plus.
Qualifications
Required:
- Bachelor's degree or equivalent experience in legal services, social services, crisis intervention, or high-volume customer service.
- Experience working with vulnerable populations and knowledge of community resources.
- Self-motivated and dependable.
- Demonstrated ability to quickly learn and communicate complex legal information clearly and empathetically.
- Strong verbal and communication skills for client intake, client follow-up, and attorney interface.
- Proficient in computer systems, data entry, and ability to learn new case management and call center software.
- Ability to multitask and manage a fast-paced environment with professionalism and empathy.
- Willingness to work as a team member and contribute to the efforts on any case.
Preferred:
- Bilingual or multilingual (especially Spanish, Arabic, Karen, or Swahili).
- Knowledge of civil legal issues faced by low-income communities.
- Familiarity with trauma-informed service delivery.
Work Environment
- Centralized intake unit with call center-style operations.
- On-site positions in Buffalo and Lockport.
- Occasional travel for walk-in coverage or Justice Bus events.
- Regular interaction with clients by phone, online, and in person.
Salary
Salary is based on years of relevant paralegal experience and placement within Steps 1 through 22 of the salary scale. Step 1 of the salary scale correlates to the first year of qualifying paralegal experience. Each progressive step reflects an additional year of relevant experience. Prior credited experience will be calculated from the date the Employee began working in a qualifying paralegal or legal support role. If there was a break in relevant employment, only applicable years of qualifying experience will be credited.
Current salary steps include, but are not limited to:
- Step 1 - $ 53,000
- Step 5 - $ 58,513.27
- Step 10 - $ 64,620.14
- Step 15 - $71,545.86
- Step 22 - $82,976.80
Full-time position with a 35-hour work week and reduced summer hours. NLS offers a comprehensive benefits package to its employees. This includes health, dental, and vision insurance, a generous PTO policy that includes: 3 weeks of vacation time, 12 paid holidays, plus a week of PTO between Christmas and New Year's, reduced summer hours; additionally, employees have access to sick and personal leave, as well as eligibility for public student loan forgiveness. NLS also provides life insurance, a pension plan, HRA and Flexible Spending Accounts, paid memberships, and professional development.
How To Apply
To apply, use our Career Center for the fastest response. Or, by email to HR@nls.org, please send a cover letter, resume, and 3 references. No phone calls, please.
Key skills/competency
- Client Intake
- Legal Services
- Paralegal
- Customer Service
- Data Entry
- Triage
- Case Management
- Cultural Competency
- Communication Skills
- Eligibility Assessment
Skills & topics
- Intake Paralegal
- Legal Services
- Nonprofit
- Civil Legal Aid
- Client Services
- Paralegal
- Buffalo Jobs
- Western New York
- Customer Service
- Crisis Intervention
How to get hired
- Tailor your resume: Highlight experience with vulnerable populations and customer service.
- Craft a compelling cover letter: Express your mission-driven passion for legal aid.
- Showcase relevant skills: Emphasize communication, empathy, and data entry proficiency.
- Prepare for interviews: Be ready to discuss your cultural humility and client interaction approach.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities of an Intake Paralegal at Neighborhood Legal Services?
- As an Intake Paralegal at Neighborhood Legal Services (NLS), you will be the primary point of contact for clients seeking legal assistance. Your core responsibilities include conducting intake interviews, assessing client eligibility based on various criteria, accurately entering data into the case management system, and providing limited legal advice and counsel under attorney supervision. You will also triage cases, refer clients to appropriate resources, and maintain a trauma-informed and culturally competent approach.
- What qualifications are required for the Intake Paralegal role at NLS?
- The required qualifications for the Intake Paralegal position include a Bachelor's degree or equivalent experience in legal services, social services, crisis intervention, or high-volume customer service. You should have experience working with vulnerable populations, knowledge of community resources, and be self-motivated and dependable. Strong verbal and communication skills, proficiency in computer systems and data entry, and the ability to multitask in a fast-paced environment are also essential.
- What is the work environment like for an Intake Paralegal at Neighborhood Legal Services?
- The Intake Paralegal role operates within a centralized intake unit that functions like a call center. The positions are on-site in Buffalo and Lockport. You will interact regularly with clients via phone, online, and in person, and there may be occasional travel for walk-in coverage or special events. This environment requires managing a high volume of inquiries with professionalism and empathy.
- How is the salary determined for the Intake Paralegal position?
- The salary for the Intake Paralegal position is determined by your years of relevant paralegal experience. NLS uses a salary scale with 22 steps, where Step 1 corresponds to the first year of qualifying experience. Your prior credited experience will be calculated from the date you began working in a qualifying paralegal or legal support role. The provided scale ranges from $53,000 for Step 1 up to $82,976.80 for Step 22.
- What is the application process for the Intake Paralegal job at Neighborhood Legal Services?
- To apply for the Intake Paralegal position at Neighborhood Legal Services, it is recommended to use their Career Center for the fastest response. Alternatively, you can email your cover letter, resume, and 3 references to HR@nls.org. Please refrain from making phone calls regarding the application.
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