Hotline Paralegal

HOTLINE PARALEGAL

Reports to: Director of Hotline

Classification: Bargaining Unit

Purpose of the position:

Paralegals are key members of the Advocacy Unit. They ensure that tenants receive accurate and appropriate information to empower them to exercise their rights under the law.

The primary duty of the Tenant Rights paralegal is answering calls made to the Philly Tenant Hotline Under the supervision of the supervisor, the Hotline staff, along with other legal professionals, will provide information and referral services to callers, including answering live calls and directing callers to rental assistance programs, L&I, legal services agencies, and additional TURN services. Hotline staff may also need to return calls to clients who leave voicemails. Supervision will involve experienced housing counselors, housing counseling supervisors, and an attorney to ensure accurate information is provided over the Hotline.

Duties and Responsibilities:

1. The Hotline paralegal shall be available to answer the phone lines during business hours.

2. Provide brief information, resources, and referrals to callers; assist callers with designated tasks

a. Assess the needs of callers to identify appropriate information to share b. Use designated reference materials, look up additional information as needed, attend trainings, learn and incorporate frequent updates to ensure timeliness of information

c. Make “warm” referrals (i.e., contact other orgs on the callers’ behalf) or “cold” referrals (i.e., provide caller with the other organization’s phone number) as instructed d. When required, conduct intake interview internal and external referrals to partnering agencies.

e. Assist callers with registration for workshops

3. Provide limited additional assistance to accommodate callers with disabilities, low English proficiency, and other needs

a. Use a telephonic interpretation service as needed b. Assist callers with registration for workshops

c. Provide other assistance as needed

4. Meet daily and weekly quotas set by supervisors without sacrificing the quality of information provided or the callers’ customer service experience.

5. Maintain accurate and complete records of calls in designated databases.

a. The Hotline paralegal shall utilize an appropriate case management system to capture callers’ demographics and income data.

6. Report trends in caller needs and experiences to Director of Tenant Advocacy by listening for patterns and identifying issues, client needs and troubled buildings

7. Work flexibly to support the agency’s mission to implement a coordinated strategy and campaign to advance tenants’ rights, combat systemic abuses and prevent homelessness

8. Participate in on-going trainings

9. Available for in-person training when required

Qualifications:

• A college degree; a minimum of 3 years of social service or customer service experience; or a minimum of 2 years of paralegal training or experience.
• Demonstrated ability to learn, synthesize, and apply a large amount of material quickly and accurately.
• Good customer service skills, the ability to demonstrate empathy for others, and desire to work as part of a team in a fastpaced environment.
• Computer skills, including working with multiple programs and windows at the same time.
• Ability to multitask, communicate effectively with a diverse caller base and colleagues, and communicate effectively in writing.
• Willingness to undergo our internal training program and pass our qualification exam.
• Commitment to an agenda of social and economic justice through housing advocacy and tenants’ rights.
• Bilingual candidate preferred
• CANDIDATES with familiarity with Pennsylvania and Philadelphia landlordtenant laws strongly preferred.

TURN is an Equal Opportunity Employer.

We Seek to Represent the Community We Serve

About Pennsylvania Community Real Estate Corp/TURN

PCRC dba TURN is a non-profit housing and advocacy organization with 50+ years of experience in serving Philadelphians. Our Mission is to advance and defend the rights and interests of tenants and homeless people. We advocate, organize, empower, form and join coalitions.