Call Center Representative

Position:
Public Trust Representative (Call Center Rep)

Annual Salary Range: $163,351 - $217,802

FLSA Exempt / Non-Union Represented

This position allows for up to four days of remote work per week

About the Office

The Office of Public Trust Liaison helps educate members of the public about how the State Bar can help them within the areas of our public protection mission.

With an initial focus on attorney discipline and admissions issues, the Public Trust Liaison receives inquiries, responds to questions and concerns brought by members of the public that remain unresolved through other channels, and investigates to ensure proper procedures are followed. The Public Trust Liaison focuses on being proactive, independent, impartial, and confidential.

Definition

The Public Trust Liaison (PTL) is an advocate for State Bar accountability, and ensures that members of the public, applicants for admission, legal consumers, attorneys, and other constituents are able to meaningfully voice their complaints about State Bar action or inaction and receive assistance in having their concerns addressed. The PTL is a primary point of contact for any individual or agency seeking to provide feedback or suggestions to the State Bar.

The PTL primarily focuses on the State Bar’s admissions and disciplinary functions, but also assists with other areas of the organization. The PTL reports directly to the Executive Director and has a dotted line relationship to the Board of Trustees’ Audit Committee.

The PTL is responsible for the development of tools to assist consumers in filing complaints with the State Bar; responding to consumer complaints about the State Bar; assisting consumers in identifying resources to help them address problems they are experiencing; filing an annual report with key stakeholders outlining the types of concerns raised to the PTL and corresponding organizational response; and making recommendations for policy and operational reforms to address any systemic issues identified.

The PTL designs and oversees annual public education campaigns, produces multimedia content including You Tube videos, and makes media appearances to empower legal consumers and the general public with knowledge about the State Bar's services and consumer rights. The PTL oversees the Contact Center, which is assists State Bar callers through phone and chat, and leads the Attorney-Client Bridge Program, which diverts complaints between attorneys and clients related communication issues and file retrieval without resorting to formal disciplinary processes.

The PTL does not:

• draft attorney discipline complaints;
• act as an advocate or representative for any particular member of the public in any matter;
• intervene or participate in any pending disciplinary matter or any formal process for the resolution of disciplinary complaints;
• overturn, reverse, or modify a finding or decision regarding any disciplinary complaint or by any dispute resolution or appellate bodies; or
• make binding decisions or mandate policies.

Through proactive consumer education, systematic issue identification, and policy recommendations, the PTL drives continuous improvement in furtherance of the State Bar's public protection mission.

Examples of Essential Duties

Consumer Protection and Advocacy:

• Design and implement comprehensive consumer education campaigns to increase public awareness of State Bar services.
• Develop accessible, user-friendly tools and resources to assist consumers in filing attorney discipline complaints and requests for review of complaint closures.
• Provide assistance and guidance to individuals navigating the admissions process.
• Address concerns about the actions or inaction of the State Bar, and inform complainants of relevant policies, procedures, regulations, and laws. This includes, but is not limited to, identifying options for resolution of concerns, both internal and external to the State Bar.
• Analyze complaint patterns to identify systemic issues and recommend policy solutions to leadership.
• Recommend closed cases for review by the Office of Chief Trial Counsel’s external auditors.
• Make recommendations for policy, rule, and statutory changes.

Operati…