Help Center Clerk 3, Main Courthouse

Hamilton County Clerk of Courts•Cincinnati, OH

7h•Onsite

About The Position

The Help Center Clerk plays an important role in supporting the mission of the Hamilton County Help Center by delivering exceptional, in-person service to individuals navigating Municipal Civil matters without legal representation. This position primarily supports the Limited Representation Team in Eviction Court, ensuring that litigants receive timely assistance and procedural guidance during one of the court’s highest-volume dockets. The Help Center Clerk also serves as a backup resource for the Municipal Court Help Center, stepping in as needed to ensure consistent service coverage. Under the direction of the Chief Compliance Officer, this role manages front desk operations in court-based and office-based settings and acts as the first point of contact for community members seeking legal information, limited legal advice, or access to self-help resources. This position requires a professional who thrives in a fast-paced, public-facing environment and can communicate complex information clearly and compassionately. The Help Center Clerk ensures that every visitor receives respectful, accurate, and equitable service while maintaining strict adherence to internal protocols and legal information boundaries. The role supports the Clerk of Court’s commitment to access to justice, fairness, and public trust. Team members are expected to demonstrate the core values of respect, integrity, kindness, fairness, and service in all interactions. The role requires the following key competencies: Customer Experience Leadership – Creates a welcoming environment and ensures all visitors are treated with dignity, empathy, and professionalism. Information Delivery & Support – Communicates legal processes and Help Center resources effectively to individuals with varying degrees of legal knowledge. Front Desk Coordination – Manages the daily flow of visitors and phone inquiries, ensuring efficiency, confidentiality, and accuracy. Team Collaboration & Initiative – Works constructively with colleagues and demonstrates a proactive approach to learning, process improvement, and problem-solving

Requirements

Knowledge of court operations, legal terminology, and Municipal Civil Court procedures.
Knowledge of resources and services available to self-represented litigants within the court system and broader community.
Knowledge of principles of trauma-informed and equity-centered customer service in public or legal service settings.
Knowledge of data privacy practices and procedures for handling sensitive or confidential information.
Ability to communicate clearly and respectfully with individuals from diverse backgrounds, including those in crisis or unfamiliar with legal processes.
Ability to interpret and relay procedural information accurately and neutrally without offering legal advice.
Ability to manage competing priorities and remain composed in a dynamic, high-volume service environment.
Ability to follow established procedures, escalate concerns appropriately, and exercise sound judgment within the scope of assigned duties.
Ability to collaborate effectively in a team-oriented workplace and contribute to a positive, mission-driven culture.
Skilled in delivering empathetic, solution-focused customer service in a legal, court, or social service setting.
Skilled in explaining complex or unfamiliar concepts in a way that is understandable and empowering to the general public.
Skilled in maintaining accurate records, tracking data, and supporting compliance with program requirements.
Skilled in using standard office software and tools, including word processing, spreadsheets, email, and online scheduling or case management systems.
Skilled in demonstrating cultural humility, emotional intelligence, and adaptability in interactions with coworkers and the public.
High school diploma or equivalent is required.
Minimum of two (2) years of experience in customer service, legal support, public service, or a court-related environment.

Nice To Haves

An associate’s or bachelor’s degree in a related field (e.g., legal studies, social work, public administration) is preferred.
Experience working with the public in a high-volume or emotionally sensitive setting is strongly preferred.
Familiarity with court systems, legal processes, or community-based legal aid is beneficial.
Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered.

Responsibilities

Serve as the first point of contact for visitors to the Help Center, welcoming individuals, answering questions, and directing them to appropriate resources or personnel.
Manage daily front desk operations, including maintaining visitor logs, triaging walk-in traffic, and coordinating appointment flow to ensure timely service.
Provide clear and accurate information about Municipal Civil Court processes, forms, and available resources while maintaining a neutral, supportive approach.
Assist self-represented litigants with locating forms and understanding procedural steps without providing legal advice.
Respond to phone, email, and in-person inquiries with professionalism and empathy, ensuring individuals feel heard and supported.
Uphold a calm, courteous demeanor in a high-volume environment, including during interactions with distressed or frustrated visitors.
Support the Help Center’s Limited Representation team by coordinating on-site logistics during Eviction Court sessions, including managing intake, assisting clients with check-in.
Work closely with attorneys and program staff to ensure efficient case flow and provide procedural support to litigants receiving limited legal services.
Track and document relevant data related to eviction cases, client participation, and attorney scheduling.
Ensure smooth transitions between cases and assist with communication between litigants and legal staff as needed.
Serve as a consistent, professional presence in court-based settings, maintaining neutrality while facilitating access to legal help.
Ensure proper intake, distribution, and routing of completed forms, correspondence, and referrals in accordance with Help Center protocols.
Maintain organized records, logs, and documentation to support Help Center reporting and compliance.
Assist with preparing informational materials, signage, and form packets for public use.
Monitor office supplies and resource materials, notifying the Director when restocking is needed.
Support data collection efforts related to Help Center usage, client demographics, and service metrics.
Serve as a backup to the Municipal Court Help Center team, supporting service continuity in the office as needed.
Participate in team meetings, trainings, and projects to support overall Help Center effectiveness and cross-functional alignment.
Maintain awareness of updates to court rules, local procedures, and community resources. Contribute to continuous improvement by providing feedback, identifying areas for enhancement, and supporting new initiatives.
OTHER DUTIES AS ASSIGNED