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Public Liaison

Job Title: Public Liaison

Department: Office of Counsel

Immediate Supervisor: Director of Attorney/Client Assistance Program

Positions Supervised: None

Purpose of Job: Respond to complaints, concerns, and questions from the public and assist attorneys by providing information or referrals to appropriate State Bar staff as needed. Accurately represent the State Bar’s role, authority, and grievance procedures to the public.

Essential Job Responsibilities:

  • Public Interaction:
    • Respond to telephone calls from members of the public with concerns and complaints about lawyers
    • Meet in person with a member of the public to explain the grievance/fee dispute process or how ACAP may be able to assist, when necessary
  • Complaint Assessment:
    • Interpret information provided by members of the public and determine whether the State Bar may be able to assist
    • Determine if a complaint may be a grievance, fee dispute, or other issue, and initiate the appropriate course of action
  • Referral and Resolution:
    • Refer calls to outside sources, including other agencies, when appropriate
    • When possible, develop a proposed resolution concerning the complaint or concern directly with the attorney involved
    • Assist with effective communication between a client and a lawyer
  • Communication Management:
    • Respond to written and electronic communications containing questions, concerns, and potential grievances
    • Direct lawyers to appropriate staff for interpretations of the Rules of Professional Conduct or to explain State Bar functions
    • Respond to other inquiries as appropriate
  • Data Entry and Record-Keeping:
    • Accurately enter information into the Office of Counsel database
  • Resource Provision:
    • Provide helpful information about State Bar resources and other relevant agencies
  • Timeliness:
    • All duties should be performed in a timely manner as outlined by the supervisor

Accountability and Authority: The public liaison reports to and is directly supervised by the director of ACAP.

Desired Education, Experience, and Skills:

  • Minimum of a high school diploma
  • Prior experience in the legal field
  • Familiarity with legal terminology preferred
  • Excellent oral and written communication skills required
  • Proficient in Microsoft word applications with the ability to learn new software programs
  • Spanish speaking skills strongly preferred

Working Conditions:

  • Position is non-exempt in accordance with the Fair Labor Standards Act
  • Hours: 9:00 a.m. to 5:00 p.m., Monday - Friday, with a one-hour lunch break
  • Overtime: Occasional, paid or compensatory
  • Travel: Seldom

Hiring Range: $38,000 - $43,000

Application Process:

The North Carolina State Bar is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

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