On Call Attorney Squad Leader

Berry Law Firm

About The Position

The On-Call Attorney Squad Leader ensures daily operational readiness and quality for the On-Call Attorney function. This role oversees staffing, training, communication, and queue performance to maintain responsive, high-quality client intake and triage in coordination with the VA Practice Team and Client Experience leadership.

Requirements

Operational leadership: workforce planning, live-ops decision-making, and prioritization.
Communication: clear, timely updates across teams; confident escalation management.
Training and QA: ability to create SOPs, coach performance, and drive consistent quality.
Data-driven: comfortable with metrics, audits, and translating insights into actions.
Client-centered judgment: balances speed, accuracy, and empathy under time pressure.

Responsibilities

Maintain sufficient staffing for the on-call calendar each day; proactively fill gaps and arrange contingency coverage.
Coordinate schedule changes, PTO, and short-notice coverage with platoon leaders and on-call attorneys.
Monitor the on-call chat and channels for volume, escalations, and quality.
Triage issues and reassign work to balance load and meet responsiveness standards.
Serve as liaison between the Director of Client Experience/Intake Managers and the VA Practice Team.
Communicate backlogs, surge events, and additional staffing needs to platoon leaders; recommend adjustments and temporary reassignments.
Audit the On-Call Attorney Queue Sheet weekly for accuracy, timeliness, and disposition integrity.
Ensure adherence to SOPs, client confidentiality, and regulatory/firm policies.
Provide onboarding, refresher training, and just-in-time coaching to on-call attorneys.
Develop and maintain playbooks, SOPs, and quick-reference guides; lead post-mortems on issues and implement improvements.
Serve as the primary point of contact for any on-call attorney issues (coverage gaps, escalations, tools/access, process blockers).
Track issues to resolution; document and report trends and corrective actions.
Produce weekly summaries of coverage, KPIs, audit findings, and improvement actions.
Partner with VA Practice leadership to refine workflows, SLAs, and escalation pathways.