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) 

Maintainscomposure 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
• 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.