Bilingual Support Specialist

Mission: For over 25 years Administer Justice has stood in the gap to empower vulnerable neighbors with the help of a lawyer and the hope of God’s love through the home of the church. We exist to invite others to use their gifts to advance God’s kingdom of justice and righteousness. God’s heart beats for justice for the poor which is the second most prominent theme in the Bible. Because He cares, so do we. We demonstrate this by expanding access to Justice and Jesus. 1 in 3 Americans cannot afford an attorney. In a nation that pledges “liberty and justice for all”, that should not be. As Christ followers called to Administer true justice (Zechariah 7:9), that must not be. Together we can change that story. 

Vision: Our vision is to see 1,000 Gospel Justice Centers transforming lives in the name of Christ. Transformation takes place as a trained team of volunteers establish neighborhood Gospel Justice Centers. Each Center is distinctly biblical, holistic, team-based, neighborhood centered, dignity giving, self-sustaining and leads back to the local church. The team provides legal, social, and spiritual support through a Justice Champion (team leader), Community Advocate, Hospitality Specialist, Prayer Champion, Client Intake Specialist, Interpreter, Attorney, Client Advocate and Follow-Up Advocate. Our logo demonstrates many diverse hands coming together to shine the light of the Holy Spirit into the darkness of injustice. We multiply impact through volunteers using their gifts to do justice, love kindness and walk humbly with God (Micah 6:8). 

Values: No one does justice alone.  We believe that God is building a team at Administer Justice with people using their gifts to advance His kingdom through the pursuit of justice. We value everyone doing their P.A.R.T. (1 Corinthians 12:12) We are passionate, adaptive, result-oriented, team-players. We live these values through our work knowing that we serve the Lord Jesus Christ. We embrace the truth that “Whatever you do, work heartily, as for the Lord and not for men.” Colossians 3:23. Our values drive us to measure and improve results. We perform with excellence because we know we will give an account. This drives us to work through three teams to engage, equip and ensure great outcomes.

 

Your Role: You are the voice of Administer Justice.  As people reach out, you provide direction, guidance, and support. This includes clients, volunteers, and others. Your warm welcome, positive attitude, and calming presence provide encouragement and confidence.  When executed well, fear is reduced because of a prompt response, and hope begins to form.  Joy comes from hearing anxiety reduced and knowing you efficiently and effectively moved people forward toward Gospel Justice. 

Reports to: Support Center Manager

Location: Remote eligible. Hybrid in Elgin, IL welcomed.

Schedule: Part-time, 17 hours per week, 7am-3pm Central Time every Saturday (except Thanksgiving and Christmas and 5th Saturdays) and Monday-Tuesday daytime availability for 10 hours

Who You’ll Serve: You serve two groups of people: 

1. GROUP 1: AJ’s Volunteers – The AJ Team is not complete without the many volunteers that work hard to help clients access justice in their local communities on Saturdays. You help receive and respond to messages from volunteers looking for support while they are serving and respond to questions they have during the week.

2. GROUP 2: AJ’s Clients – Clients with appointments sometimes have issues connecting with their team on Saturdays, either in person or virtually. You monitor these calls and provide support when needed. You also work with our Answering Service vendor to call back clients during the week who need additional information or support.

What you’ll do:  

• Promptly and efficiently answer phone and email requests from volunteers serving at AJ’s Gospel Justice Centers. 
• Ensure volunteers experience high-quality support, increasing their effectiveness and satisfaction in their roles.  
• Provide support, assistance, and guidance to clients that call Administer Justice on Saturdays about their scheduled appointment.
• Call clients back to provide additional information, assistance rescheduling or canceling their appointment, or to schedule them for an appointment.
• Contribute to a welcoming, organized, and supportive environment that attracts and retains committed volunteers.  
• Optional, but preferred: When able, willing to periodically cover shifts for client and volunteer support during the week.

 

The impact you’ll have: When done well you will experience joy from: 

• Hearing and seeing anxiety reduced when hope is offered by direction given to clients and volunteers. 

• Helping volunteers share the joy of loving neighbors by quickly responding & providing clear direction. 

• Promptly responding to all inquiries to remove frustration and barriers to accessing justice. 

• Knowing God is using your gifts to uphold client dignity, support client service, and enhance the ministry through your heart, ideas, and contributions.   

Success in this role is measured by:   

• Call answer rate/speed during operational hours; 

• Time to resolution of support requests; and 

• Client satisfaction scores after sessions and volunteer satisfaction scores. 

Skills and qualifications: 

• In a growing, energetic relationship with Jesus & aligned with Administer Justice’s Statement of Faith. 

• Exceptional heart for service, able to guide others in this heart for deeper ministry impact. 

• Highly computer proficient, able to quickly learn new systems and use them efficiently and train others.  Experience with Zendesk, Vonage, or Acuity, a plus. 
• Experience answering and routing high volume phone calls, emails, and chats.    

• Fluency in English and Spanish required.