HelpLine Managing Attorney

Job Description:

The Managing Attorney will lead the HelpLine, Community Legal Aid’s centralized telephone and online intake system. The Managing Attorney will:

• Ensure that the HelpLine provides clients with the highest quality of legal work through supervision of the Paralegals assigned to the HelpLine, including regular reviews of their work product, periodic performance reviews, and by other suitable means.
• Assist in the establishment and implementation of office procedures designed to ensure adequate control of cases, appropriate and timely conflict reviews, accurate determination of eligibility for services, appropriate referral of cases that meet case acceptance criteria, quality of case handling, and coordination and development of advice letters, forms, legal information, referrals, etc.
• Provide timely counsel and advice to clients in a wide variety of substantive areas, as needed.
• Assist in the development of and regularly review reports from the case management system and telephone system to assess staff performance, changing client needs, HelpLine capacity, and effectiveness of the HelpLine and transfers to Projects.
• Work collaboratively Practice Groups and Projects to ensure that the HelpLine identifies the appropriate level of service for each case and is flexible enough to respond to changes in case acceptance criteria.
• Manage receptionist services in the Akron office and telephone based receptionist services throughout the organization.
• Demonstrate and maintain high standards of interpersonal communication, especially relating to effective telephone communication, and assist in designing and coordinating training for staff in maintaining such skills.
• Demonstrate and maintain a high degree of skill and familiarity with computer systems and software appropriate for effective case management and delivery of legal services.
• Create an effective and efficient office environment to support the provision of high-quality legal services.
• Participate in local, state, and national efforts to increase access to justice and improve intake and referrals systems.
• Pursue and maintain personal professional development and contribute to the professional development of others who serve clients and the client community.
• Perform other related duties as required.