Housing Help Desk and Kiosk Manager

Position Title: 
Housing Help Desk and Kiosk Manager
Organization Name: 
Indiana Bar Foundation

INDIANAPOLIS, IN
$60,000 ‒ $70,000 Annually

Position Summary

The Housing Help Desk and Kiosk Manager is a supervisory, full-time, professional position responsible for the day-to-day operations of the Indiana Bar Foundation’s brand-new, fully remote Housing Help Desk and the monitoring of data related to the Indiana Legal Help kiosks. This project, housed within the Foundation’s Indiana Legal Help program, aims to increase access to housing-related legal information and resources. This includes the launch of an online customer service delivery system through live computer chat and phone text, asynchronous email exchange, and telephone hotline and placement of kiosks throughout the state. Hoosiers can connect to services via phone, tablet, computer, or kiosk. 

(Please note: This position has funding through a contract with the Indiana Housing and Community Development Authority (IHCDA) to support housing stability legal services. Efforts will be made to secure funding and continue the program, but continuation of the program is not guaranteed.)

Essential Duties and Responsibilities

Responsibilities include, but are not limited to:

  • Work with the Indiana Legal Help Manager to implement a remote help desk staffed by legal navigators, the function of which is to provide legal information related to housing stability.
  • Ensure a smooth delivery of services in multiple modes including telephone hotline, live computer chat and text, and asynchronous email exchange.
  • Develop and implement training tools and protocols for legal navigators.
  • Manage legal navigators statewide by holding regular team meetings, make and monitor schedules, connect navigators with resources, and collect community information from navigators for integration into the help desk.
  • Provide remote navigation services as needed.
  • Catalog, update, and expand content disbursed through the help desk.
  • Work closely with the Indiana Legal Help Manager to nurture and develop relationships with courts, legal assistance organizations, and other key stakeholders to assist with this endeavor.
  • Implement language interpretation services into the delivery of services.
  • Create reports and analyze data collected from the help desk software, kiosk software, and dashboard.
  • Participate in ongoing clear communication with court staff, librarians, legal, and housing professionals to create and share program-related information throughout the state, including at conferences and trainings. Collaborate with selected vendors and Indiana Bar Foundation staff to ensure the success of the project as needed.
  • Benchmark with national entities who have developed portals, hotlines, and other applicable types of legal assistance to form best practices and resource sharing for Indiana Legal Help. Perform other duties as assigned.

Qualifications, Knowledge, and Skills

Bachelor’s degree required; J.D. preferred. Experience supervising others preferred. Qualified candidates will have experience in the legal field, a strong desire to support open access to courts, be detail-oriented, and have demonstrated skills in program development, implementation, evaluation, and project management.

Candidates should have excellent writing skills and experience in customer service. Candidates must be willing to learn and implement new technology, and be proficient with Adobe and Microsoft Office products, including PowerPoint, Excel, and Access.

Salary and Benefits

This position traditionally starts at an annual salary of $60,000. Salary for this position is commensurate with education and job experience. The Foundation offers a comprehensive benefits package, including insurance premium coverage for medical, dental, vision, and long-term disability, employer HSA contributions, and 10% employer 401(k) contributions.