Frontline Partner - Western Addition Office

Full-time, In-Office

About Us:

“It always seems impossible until it's done.” - Nelson Mandela

At Open Door Legal (ODL), we're pioneering the country's first system of universal access to civil legal representation to dramatically reduce poverty and prove that the law really can belong to all of us. To achieve this ambitious goal, we've created an award-winning and best-in-class legal aid organization full of passionate, motivated, gritty, thoughtful, and team-oriented people.

We believe that injustice is the heart of poverty and we're looking for someone to join us in having a systemic impact on how we, as a society, ensure justice for all.

Overview of Position

The key goal for the Frontline is to ensure all guests get appropriate service in a timely manner. The Frontline Partner position is the first point of contact for all current and prospective clients thus, they are ultimately responsible for displaying our values of support and access. Overall, this position is intended for someone with a customer support, administrative, social work, and/or non-profit background who is looking to learn more about the law and make a difference in clients' lives with an innovative, results-oriented, and fast-growing organization.

You model empathy and cultural humility and are adept at building trust and safety with people from all walks of life. At our offices, we frequently help individuals who have or are currently experiencing trauma, who present in a state of heightened emotional distress, and who may have mental health conditions. Thus, success in this position requires excellent interpersonal skills, and the ability to provide focused customer service, set boundaries, and de-escalate conflict. The frontline requires comfortability with using various technological systems and devices, great typing, and organizational skills.

This position will be based in our Western Addition office location (1113 Fillmore Street, San Francisco, CA 94115). Western Addition is a vibrant and culturally rich neighborhood in San Francisco. We see access to the justice system as essential for alleviating poverty and preventing displacement in the community. Our Frontline Partner in Western Addfition should also be passionate about working with this community and advocating for universal legal access.

Throughout all this, you will embody our values (be passionate, gritty, dynamic, team-oriented, and caring) and have them guide your work and the way you relate within our team and with all who enter the office. You will report directly to our Managing Frontline Attorney but will also work very closely with our attorneys, paralegals, volunteers, and other Frontline staff.

Responsibilities:

• Cover the front desk Monday through Friday, from 8:45 AM to 5:15 PM, at our Western Addition office location and ensure the needs of the physical office are met through collaboration with operations and facilities personnel.
• Assist guests with accessing our services, including scheduling their appointments and gathering documents in a trauma-informed, culturally humble manner.
• Answer Open Door Legal's phone line in coordination with the rest of the Frontline team, and effectively collaborate with three Frontline teammates to manage guest needs.
• Manage the information flow coming into the office (phones, email, voicemail, text messages, faxes, physical mail, etc.) to ensure everything is properly recorded, scanned, and that the right staff member receives the information in a timely manner.
• Use our Salesforce case management system to quickly add detailed notes of all your interactions with clients and potential clients.
• Screen and appropriately refer guests that need additional care and support to our Guest Support Specialist for holistic case management.
• Provide social service referrals when potential clients and current clients have holistic needs.
• Form and maintain connections with other community-based organizations and social services within the community to facilitate cross-referrals and promote ODL's services.
• Embody our values of passion, grit, dynamism, caring, and teamwork.

Requirements:

• Daily work schedule of 8:45-5:15, plus an unpaid 30-minute meal break and two paid 15-minute rest breaks in our Western Addition office. Please note, there are no remote work options for this role.
• Exhibits cultural humility and genuinely enjoys working with members of the community, including those experiencing trauma and/or who have mental health conditions.
• The ability to create a welcoming and enthusiastic atmosphere.
• Willing to learn basic legal concepts.
• Flexibility and ability to design new policies and systems for increased effectiveness and capacity in our new office space.
• Highly functional computer and typing skills, including a WPM greater than 45 WPM.
• Must have some experience working in an office environment.
• Must be self-directed, able to work independently, and able to solve difficult problems.
• Minimal to light physical effort is generally required in performing duties in an office environment. This position requires the ability to operate a computer keyboard and standard office equipment, sitting, standing, and lifting up to 10 pounds occasionally
• Authorized to work in the U.S. without sponsorship.

Bonus Points:

• Lives currently or has lived in the Western Addition neighborhood of San Francisco.
• Bilingual in English and Spanish or Cantonese - potential compensation increase.
• Completion of an associate's or bachelor's degree in social work or similar field.
• Experience working with low-income and vulnerable populations.
• Experience working with individuals with mental illness or substance use disorders.
• Experience using Salesforce.

This is a non-exempt position, starting at $28.85/hour (around $60,000 annually) with the potential for additional salary based on experience.

Priority Application date: March 22, 2024

Ideal starting date for this position: ASAP

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Perks:

• Medical/Dental/Vision Plan offerings at 100% coverage
• Commuter benefits
• FSA and HSA
• Generous paid time off per year
• Generous paid parental leave
• 401K/Retirement Account
• We care deeply about the mental and emotional fitness of our staff and financially invest in staff who pursue ways to address this through a stipend.
• Retirement
• We believe everyone is always learning. We financially invest in professional development for each staff member and provide many internal and external mentorships, coaching, and learning opportunities (conferences, workshops, etc.).
• We are a fun and hard-working office with best-in-class technology solutions (including Salesforce) for anyone who's passionate about making a meaningful and measurable difference.

Open Door Legal is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law including the San Francisco Fair Chance Ordinance.

We are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at whitney [at] opendoorlegal [dot] org.

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