Virtual Assistant – Intake Specialist (Law Firm)

We are seeking a compassionate, professional, and detail-oriented Virtual Assistant to serve as an Intake Specialist for a law firm handling sexual abuse, violence, and other sensitive legal matters. The ideal candidate has excellent communication skills, strong organizational abilities, and the emotional maturity to communicate with individuals who may be experiencing difficult or traumatic situations.

The Intake Specialist will be responsible for answering and making calls, gathering preliminary client information, creating client files in the firm’s system, documenting intake notes, and sending welcome emails to prospective clients. This role requires a high level of confidentiality, empathy, professionalism, and accuracy when handling sensitive personal information.

Key Responsibilities

1. Client Intake and Phone Calls

• Answer incoming calls and make outgoing calls to prospective clients.
• Communicate professionally and compassionately with individuals seeking legal assistance.
• Gather essential information from prospective clients using the firm’s intake procedures and scripts.
• Ask appropriate questions to understand the nature of the inquiry and collect relevant case details.
• Listen attentively and communicate with sensitivity when speaking with individuals who have experienced sexual abuse, violence, or other traumatic events.
• Schedule consultations and coordinate follow-ups with the appropriate legal team members.
• Escalate urgent, sensitive, or complex inquiries to the appropriate attorney or staff member.

2. Client File Creation and Data Entry

• Create new client and prospective client files in the firm’s case management system.
• Enter accurate contact information, case details, and other required information.
• Organize and maintain digital client records in accordance with firm procedures.
• Ensure all intake information is properly documented and stored securely.
• Check records for completeness, accuracy, and duplicate entries.

3. Intake Notes and Documentation

• Prepare clear, accurate, and well-organized intake notes based on client conversations.
• Document relevant facts, concerns, timelines, and other information provided by prospective clients.
• Record call outcomes, follow-up requirements, and next steps in the firm’s system.
• Ensure notes remain factual, professional, objective, and free from personal opinions.
• Maintain accurate records while avoiding unnecessary repetition of sensitive details.

4. Welcome Emails and Client Communication

• Send welcome emails to new clients or prospective clients according to the firm’s established procedures.
• Provide approved information regarding next steps, required documents, appointments, and communication channels.
• Follow up with clients when information or documentation is outstanding.
• Monitor email communications and ensure inquiries are directed to the appropriate team member.
• Use professional, empathetic, and reassuring language in all written communications.

5. Administrative Support

• Maintain intake trackers, calendars, and follow-up lists.
• Coordinate consultation appointments and reminders.
• Follow established intake workflows and standard operating procedures.
• Assist with other administrative tasks related to client onboarding and intake management.
• Identify opportunities to improve the intake process and help ensure a smooth experience for prospective clients.

Qualifications and Requirements

• Previous experience as a Virtual Assistant, Intake Specialist, Legal Assistant, Customer Service Representative, or Administrative Assistant.
• Experience working with a law firm, legal services provider, or similar professional environment is highly preferred.
• Excellent English communication skills, both written and verbal.
• Strong phone etiquette and the ability to conduct professional, empathetic conversations.
• Exceptional attention to detail and accuracy in data entry and documentation.
• Proficiency in email, calendars, spreadsheets, and online administrative tools.
• Ability to learn and navigate legal case management or client relationship management systems.
• Strong organizational skills and the ability to manage multiple intakes and follow-ups.
• Ability to maintain strict confidentiality and handle sensitive personal information responsibly.
• Reliable internet connection, a suitable home office, and the ability to work independently.

Essential Personal Qualities

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