The Administrative Assistant will serve as the central point of contact for clients with the IRC Immigration Legal Services team and provide administrative support to the team. This position involves working directly with clients in a fast-paced environment while maintaining professional standards for capturing accurate information, coordinating client appointments, and facilitating high quality communication. The Administrative Assistant will also conduct outreach to the broader community regarding services available through the IRC immigration program. This position reports to the Legal Services Director but works closely with all members of the immigration team.

Major Responsibilities:

• Maintain up-to-date knowledge of IRC Phoenix case acceptance policies, which include enrollment eligibility criteria across immigration legal services programs.
• Conduct preliminary screenings for walk-in clients seeking immigration legal services to determine potential program eligibility and triage scheduling or inclusion on a waitlist.
• Schedule appointments for immigration clients with legal assistants, legal representatives, and/or attorneys; follow up with clients through reminder text messages and/or phone calls.
• Maintain a detailed, accurate and comprehensive database of walk-in clients and returning clients, including basic biographic information, current contact information, and other data as needed.
• Answer phone calls, emails and text messages from clients and resolve common client concerns, such as regarding updated contact information, position on waitlists for services, or estimated United States Citizenship and Immigration Services (USCIS) case processing times; follow protocols to appropriately relay questions requiring legal analysis or more detailed case information to team members; and log all client communications in the case management software.
• Track inquiries for services, gathering data to inform program operations and services as identified by the Legal Services Director or Program Leads. Data may include number of walk-in clients, referral sources, waitlist times, and requested services.
• Open and log all mail for immigration programs into the case management software.
• Create and maintain virtual and/or physical case files according to standardized model.
• Scan and upload clear and complete copies of case-related documents to Box; print and prepare clear and complete copies of materials to be submitted to government agencies as part of legal filings.
• In coordination with the Legal Services Director and/or Program Leads conduct monthly administrative file review.
• Understand and strictly abide by rules of confidentiality and protocols regarding unauthorized practice of law.
• Other tasks and projects as assigned by the Legal Services Director.

Job Requirements:

• Bilingual English and Spanish preferred. Fluency in spoken and written English.
• Strong organizational skills and attention to detail.
• Knowledge of and / or interest to learn about immigration legal services.
• Experience working and communicating effectively in a multi-cultural environment is required; experience with individuals who are Limited English Proficient (LEP) highly desired.
• Self-starter with strong problem-solving skills combined with a solid ability to prioritize duties, coordinate time effectively, and excel in a client-facing, fast-paced position.
• Interest and ability to contribute both independently and as a key team member.
• Proficient in Microsoft Office (i.e., Word, Excel, and Outlook) and web-based applications (i.e., Google forms, Box, ETO, databases).

Work Environment:

• Standard office setting at IRC’s office in Phoenix, AZ; regular evening or weekend activities as needed.
• Access to reliable transportation to travel and work off-site at programs (i.e., schools, apartment complexes, etc.).

Compensation: (Pay Range: $21.57 - $22.00) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.