Office of Public Trust Liaison

Annual Salary Range: $68,163 - $90,888

FLSA Non-Exempt / Union Represented

About the Office:

The 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 issues 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 were followed.

The Ideal Candidate

The Office of Public Trust Liaison is seeking a Public Trust Representative II (PTR II) who has high level of customer service experience. The PTR II will be responding to email, voicemail or in-person inquiries containing questions, concerns or suggestions about improving the discipline or admission systems. The position will expect the employee to provide timely resolution to each inquiry by clarifying issues, researching answers and implementing solutions while working with the various stakeholders. Written summaries will be required for each inquiry.

Definition

Under general supervision, a Public Trust Representative II receives and responds to inquiries and complaints from the general public, State Bar members, and representatives of outside agencies concerning State Bar programs, services, membership, hotlines, and processes; such as the attorney discipline process, the admissions process, through phone, in-person, email, and other forms of contact.

Distinguishing Characteristics

This is a journey-level classification, responsible for independently providing information and assistance to the general public, State Bar members, and representatives of outside agencies.

The Public Trust Representative II classification is distinguished from the Public Trust Representative I classification by the incumbent’s ability to independently receive and accurately respond to a broad range of inquiries and determine the best avenue for solution of various problems.

Examples of Essential Duties

Duties may include, but are not limited to the following:

• Receives a large volume of inquiries and complaints by telephone, email, in-person, and other forms of contact; concerning services provided by the State Bar, possible attorney misconduct, State Bar records, and/or State Bar programs, membership and hotlines.
• Listens to the inquiry or complaint and determines the best avenue for solution of the problem, including whether the customer should be directed to a different department or agency; directs him/her to the appropriate website, publication, phone number, or other sources of information.
• In a professional and courteous manner, provides accurate information to individuals regarding the functions of the State Bar and services provided which may include the complaint process, how to submit a complaint, complaint status, application status, and other information.
• Mails or emails necessary forms or assists customer with locating forms on-line.
• Assists individuals who have disabilities, are unable to read or write, or are Spanish speakers in completing necessary forms or submitting written information.
• Researches inquiries utilizing the State Bar’s case management system or other sources of information.
• Enters and updates information in the computer system concerning inquiries and complaints, including entering initial information, records of verbal and written communications concerning an inquiry or complaint, actions taken for resolution and information necessary for forwarding an inquiry or complaint for further investigation and action.
• Assists in the preparation of statistical and other reports as required.
• Follows up with individuals to request further information and documentation regarding an inquiry or complaint and/or ensure the inquiry has been addressed.
• Prepares letters or other routine correspondence to the public, attorneys, or other staff.
• May perform a number of other similar or related duties which are consistent with the general level of the job and the responsibilities described.

Employment Standards

Knowledge of:

• Principles of effective customer service and telephone interviewing.
• Basic techniques of electronic and hard copy record and file organization.
• Modern office practices and procedures, including the use of standard computer software such as Microsoft Office and case management system applications.
• Problem identification and evaluation principles.
• The basic rules of vocabulary, grammar, spelling and punctuation as specified in Webster’s New Collegiate Dictionary.
• Business math for completing non-technical calculations such as addition, subtraction, multiplication and division.
• Laws, regulations, and codes governing access to and use of confidential information.
• Principles of effective time management.
• Electronic information and database record keeping systems.
• State Bar operations and services, and applicable rules and regulations associated with area of assignment.

Ability to:

• Actively listen to inquiries or complaints, solicit necessary information, use sound judgment when evaluating a wide variety of information, identify alternatives, and determine the appropriate response and/or course of action.
• Remain calm and maintain a professional demeanor in conversations with customers who are irate and demanding or may have difficulty expressing themselves.
• Demonstrate effective writing and verbal presentation skills.
• Communicate clearly and effectively by telephone and in person with individuals from various socioeconomic backgrounds and cultures, in a non-judgmental manner.
• Obtain and present material in person, by telephone, electronically, and in writing.
• Provide excellent customer service at all times.
• Prioritize calls and assignments to meet individual and team goals in a fast-paced environment.
• Establish and maintain effective working relationships with co-workers, supervisors, other agencies, and members of the public.
• Enter and retrieve information from/into a database or case management system and maintain accurate records.
• Work independently and in a collaborative team environment.
• Learn, retain, and communicate information regarding operations, services, and programs provided by the various State Bar departments; as well as, services provided by other agencies to which customers may be referred.
• Understand what constitutes legal advice and refrain from providing legal advice.
• Maintain the confidentiality of information.

Minimum Qualifications:

Education:

• Possession of an Associate of Arts or Associate of Science degree or equivalent to two years of college level coursework from an accredited college or university in a field that provides the required knowledge and abilities.

Experience:

• Minimum one (1) year experience as a Public Service Representative I for the State Bar or two (2) years’ experience receiving and responding to a broad range of inquiries and complaints from the public, requiring knowledge and explanation of a variety of policies, programs and processes. Additional experience in a field that provides the required knowledge and abilities may be substituted for the required education.

Applicants who meet the Minimum Qualifications will be required to successfully complete the State Bar’s selection process for this classification.

License, Certificate, Registration Requirements:

• None required.

Condition of Employment:

Employment with the State Bar of California requires full vaccination and proof of full vaccination for COVID-19 before starting work. Exemptions to the mandatory vaccination policy may be available for a medical condition, disability, or sincerely held religious belief and must be approved before starting work.