Law Firm Social Worker

About Us Berry Law is on a mission to protect the constitutional rights of Americans and help Veterans get the benefits they deserve. Since 1965, Berry Law has been in it to win it. We are a Veteran-owned and led company. The skilled attorneys at Berry Law have collectively practiced for over 240 years, and this longevity has allowed us to gain clients in all 50 states. Our clients trust us to deliver results. Position Mission The Law Firm Social Worker protects the reputation of the firm and ensures every potential client—especially those the firm cannot represent—receives compassionate, respectful, and clear communication. This role delivers difficult news with empathy, de-escalates emotionally charged situations, and helps individuals understand their next possible steps or resources. This position ensures that even when the firm declines representation, the caller feels heard, respected, and supported. Mission Outcomes (What Success Looks Like) An A-Player in this role will consistently achieve the following outcomes: 1. Compassionate Decline Communication Contact 100% of potential clients whose cases the firm cannot accept within 24–48 hours Clearly explain decisions while maintaining empathy, dignity, and professionalism Transform potentially negative experiences into respectful, human interactions 2. Expert De-escalation Manage upset, frustrated, or distressed callers with exceptional professionalism Prevent escalation into negative online reviews, complaints, or reputational risk Resolve 85%+ of escalated calls without requiring leadership intervention 3. Brand Protection & Reputation Management Ensure every declined client still feels respected, heard, and valued Maintain the firm's reputation for professionalism and genuine care Keep complaint rate on decline calls below 2% 4. Resource Guidance & Client Advocacy When appropriate, guide callers toward alternative resources, agencies, or legal options Provide actionable next steps that demonstrate care beyond the firm's services Act as a bridge to community resources and support systems 5. Escalation Management Take over conversations when intake specialists encounter emotionally complex situations Resolve concerns effectively while protecting both client dignity and firm interests Document interactions thoroughly for legal protection and process improvement 6. Documentation Excellence Maintain detailed, accurate notes in the CRM or intake system for 100% of interactions Identify trends in declined cases and client concerns Provide monthly insights that improve intake processes 7. Cross-Functional Collaboration Provide feedback about client concerns and recurring case issues to intake and legal teams Help improve intake processes, scripts, and client communication strategies Serve as the empathy expert for the organization Key Responsibilities Client Communication (60% of role) Initiate outbound calls to potential clients to communicate case decline decisions Provide clear, compassionate explanations that respect the client's situation Respond to emotional reactions (anger, grief, confusion, frustration) with empathy and professionalism Maintain composure and kindness even when facing hostility or distress Escalation Handling (20% of role) Manage high-emotion or complex calls escalated by intake staff De-escalate conflict and resolve concerns constructively Protect intake team members from verbal abuse while maintaining client respect Know when to involve leadership and when to resolve independently Resource Support & Advocacy (10% of role) Provide information about support services, legal aid, or community resources when appropriate Guide callers toward helpful next steps when legal representation is not available Maintain updated knowledge of local resources, agencies, and referral options Documentation & Analysis (10% of role) Record detailed call notes in the CRM system immediately following each interaction Track trends and recurring concerns from declined clients Prepare monthly reports identifying patterns, risks, and opportunities for improvement Flag potential legal or reputational risks to leadership A-Player Profile Core Competencies (Non-Negotiable) Exceptional Empathy Able to genuinely connect with people experiencing stress, trauma, disappointment, or frustration Demonstrates authentic care without becoming emotionally overwhelmed Can "meet people where they are" emotionally while maintaining professional boundaries Advanced Emotional Intelligence Reads tone, emotion, and subtext quickly and accurately Adjusts communication style in real-time based on caller's emotional state Recognizes when someone needs space vs. when they need engagement Expert De-escalation Skills Skilled in calming upset individuals and redirecting conversations productively Uses proven techniques: active listening, validation, reframing, solution-focus Remains calm and centered even when facing anger, tears, or verbal aggression Professional Communication Excellence Explains complex or disappointing information clearly, simply, and respectfully Avoids legal jargon while maintaining accuracy Adapts language and tone to diverse audiences (education levels, cultural backgrounds, emotional states) Maintains composure under pressure and handles difficult conversations confidently Does not take hostility personally Can set boundaries respectfully when necessary Knows when to escalate issues internally vs. resolve independently Recognizes legal, ethical, or safety red flags Balances empathy with firm policies and legal requirements Documentation Discipline Accurately records interactions with attention to detail Captures insights, not just facts Protects the firm legally through thorough documentation A-Player Qualifications Education Required: High school diploma or equivalent Strongly Preferred: Bachelor's degree in: Social Work (BSW/MSW) Psychology Counseling Human Services Communication Related behavioral health or human services field Experience Required: Prior experience in high-volume, counseling-based roles Crisis intervention or crisis hotline work Client advocacy or patient advocacy Legal intake or client services Customer service in high-stakes, emotionally charged environments Ideal Candidate Backgrounds: Hospital or healthcare social work Crisis hotlines (suicide prevention, domestic violence, mental health) Victim advocacy (domestic violence, sexual assault, crime victims) Legal aid or public defender intake departments Veteran services or military family support Behavioral health crisis response Be a Part of a Winning Team Awards: Inc. Magazine's 5000 fastest-growing companies (6x), Law Firm 500 (5x), Dept. of Labor Hire Vets Award, Secretary of Defense Pro-Patria Award, US World News and World Report Best Companies to Work For • Personalized Onboarding: We invest in your development from day one • Incentives: Weekly, quarterly, and annual awards, financial incentives, and generous bonus structures • Firm Culture: A mission-driven, high-performance culture with generous benefits and community involvement Compensation & Benefits Competitive compensation Generous paid time off (PTO) 401(k) retirement plan Health, dental, and vision insurance Employee Assistance Program (EAP) Professional development opportunities Berry Law swag, firm events, and more Berry Law is an equal opportunity employer.