DRNC is seeking a supervising advocate
Agency Description:
Agency Description: Disability Rights North Carolina (DRNC), a 501(c)(3) nonprofit, public interest law firm. It is the only organization that provides free legal advocacy services to people with all types of disabilities, of all ages, throughout North Carolina (NC). We are NC’s designated Protection and Advocacy organization and recognized leader in advancing disability rights, with a strong staff and supportive, dynamic work environment. DRNC is well-established and positioned for growth. We are committed to building race equity into our internal and external work. Learn more about DRNC on our website.
Job Description:
DRNC is accepting applications for the supervising advocate position on our Client Assistance Services and Engagement (CASE) team. This full-time position will supervise DRNC’s statewide intake process, provide program support, and act as liaison between teams and with external constituents. The supervising advocate is responsible for working closely with CASE team members to manage workflows and ensure excellent, timely client service. and will liaise with other program staff to ensure effective communication with all teams. Job duties will include supervising two intake advocates, vetting phone calls and intake forms, and working with IT and communications on specific issues. This person will work under the general supervision of the director of constituent services. The position is classified as exempt from overtime pay under federal Department of Labor regulations.
Job Duties include:
- Review intake forms and vet calls allocating them to the appropriate team member
- Assist with intake requests on an as needed basis
- Ensure messaging on phones and websites is concise and consistent
- Relay any trends regarding constituent requests to staff and management
- Monitor constituent support tickets issued from the website to ensure compliance with acceptable standards of constituent service
- Work in collaboration with IT to define and implement standards and procedures for ensuring the optimal customer experience through technology
- Maintain a detailed understanding of phone systems and services to assist staff and customers with quick and thorough response to inquiries and questions
- Work with Communications as a liaison to help manage website content regarding the Intake process
- Continually improve the customer experience for a smooth website visit
- Liaise with the Communication team to analyze constituent feedback and develop responses effective for improved constituent experience
- Review website and make recommendations for updating, removing inconsistencies, and enhancing the constituent experience
- Manage special projects to support and enhance the overall constituent experience
- Partner with managers across business units to ensure collaboration for resolution of identified constituent-related issues
- Assist in creating training resources and educational materials for staff and constituents
- Help maintain a robust FAQ and resource database to enable customers to self-serve needed information
- Track data and determine trends in all constituent requests or issues submitted through website and provide summary to the Director of Constituent Services and the team
- Work across teams with supervisors to research resources, other organizations, opportunities for outreach
- Participate in intake and outreach activities
Requirements:
- Bachelor’s degree in social work, law, public policy, or a related field
- At least three years of experience working in the disability rights or other legal service-related field
- Experience working in a nonprofit or public interest environment
- Working knowledge of state and federal disability laws
- Strong customer service, problem-solving, and interpersonal communication skills
- Experience managing and supervising a team of intake advocates
- Proficiency in the use of Microsoft Office Suite and database software
Desirable qualifications:
- Project management experience
- Life experience with disability
- Experience in a legal service, nonprofit or public interest environment
- Ability to communicate in ASL, Spanish or another non-English language
- Strong understanding of DEI, intersectionality and the desire to reflect and imbed that understanding in all agency work
- Understanding of trauma and its prevalence among people with disabilities, valuing and using trauma-informed approaches
Disability Rights NC is an Equal Opportunity Employer. We do not discriminate in any aspect of employment with regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran’s status or any other characteristic protected by state or federal law. Individuals who increase the diversity of our team are encouraged to apply. We participate in E-verify.
Compensation Package that is competitive with other non-profits. The hiring range is $51,500 to $75,000, depending on relevent experience. DRNC offers excellent benefits which include 100% employer-paid health, dental, vision, life and disability as well as generous paid time off and retirement plan with an employer match.
Send resume to resumes.hr@disabilityrightsnc.org. Include CASE Supervising Advocate position in the subject line.
Priority will be given to resumes received by September 1, 2023. Position will remain open until filled.