Description:

Position Overview:
The Directing Attorney for Client Experience is a senior leadership role responsible for shaping our clients' experience of receiving legal services. Initial work will include redesigning and overseeing the client intake process to ensure efficiency, accessibility, and a trauma-informed approach. This position will collaboratively develop and implement a centralized intake system across the organization, provide training for staff on best practices, and continuously assess and improve the overall client experience—from initial contact to case resolution and follow-up.

The Directing Attorney for Client Experience will supervise the centralized intake process initially, with the goal of hiring an Intake Supervisor to oversee daily operations. They will work closely with both programmatic and operational teams to align intake, technology, language access, and client-facing materials with best practices in accessibility, trauma-informed care, and equity.

The Directing Attorney for Client Experience will play a critical role in advancing equitable access to justice for our communities.

Key Responsibilities:
Client Intake & Experience Design

Develop and implement a centralized intake system that is efficient, trauma-informed, and accessible to all clients.
Establish organization-wide best practices for intake, ensuring consistency across all offices and service areas.
Conduct ongoing assessments of the client journey, from initial contact to case closure and follow-up, and implement improvements as needed.
Create training programs to ensure staff are well-equipped to provide a high-quality, equitable client experience.
Track and analyze client feedback to inform policy and practice changes.

Supervision & Leadership

Directly supervise the centralized intake process initially, with the goal of hiring an Intake Supervisor and transitioning oversight responsibilities.
Provide strategic leadership on intake and client experience across the organization.
Work with the trauma-informed working group and other stakeholders to ensure intake and client interactions align with trauma-informed best practices.

Collaboration Across Departments

Partner with operations, technology, learning, and communications teams to improve client-facing materials and processes, including:
Signage on office doors for clarity and accessibility.
Website improvements to streamline client access to services.
Language access planning to ensure all clients can communicate effectively in their preferred language.
Accessibility improvements for physical offices and digital platforms.
Ensure intake processes align with ethical obligations and best practices in legal services.

Required Qualifications:

Juris Doctor (JD) degree and active membership in the California Bar.
Minimum of 7 years of legal experience, including direct client service.
Experience designing and implementing client-centered intake processes or similar service models.
Strong understanding of trauma-informed approaches in legal services.
Demonstrated ability to lead cross-departmental initiatives and drive organization-wide improvements.
Commitment to language access, equity, and inclusion in client services.

Preferred Qualifications:

Experience supervising intake teams or legal service programs.
Familiarity with legal services technology and case management systems.
Experience working with low-income, BIPOC, immigrant, and other underserved communities.
Fluency in a language commonly spoken by clients.