Law Firm Social Worker
TypeFull-time job
LocationUnited States
Posted2 hours ago
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.
Originally posted on Himalayas
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.
Originally posted on Himalayas
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