Legal Services Operations Manager

Summary of Position: Legal Services Manager provides management, oversight and strategic support to the Association’s Lawyer Referral and Information Service (LRIS) and Fee Dispute Resolution Program, including operation, financial performance, and compliance. The Manager supervises the Legal Services Coordinator and the LRIS Staff Attorneys. The role also serves as staff liaison to LRIS Committee, the Fee Dispute Committee, the Professional Responsibility and Guidance Committee and other assigned committees. This position is responsible for meeting annual LRIS and Fee Dispute revenue targets and key performance metrics, in partnership with the Director of Policy, Governance, and Legal Services and the Executive Director. Essential Duties and Responsibilities: Program Administration and Operations Lead all aspects of the LRIS program, including administration, financial performance and compliance with applicable rules and procedures. Oversee LRIS database integrity and compliance, including panel attorney eligibility, dues billing, verification of malpractice coverage, and timely collection under LRIS fee-sharing agreements. Monitor, or oversee the systematic monitoring of dockets, court records, and estate notices for LRIS cases to ensure accurate tracking and follow-through. Provide ongoing legal updates and education to LRIS staff attorneys. Ensure LRIS and Fee Dispute operations align with applicable ethical rules, ABA lawyer referral standards (if applicable), and Bar Association policies, including regular review and recommended updated to panel eligibility criteria, insurance requirements, and program rules of operation. Serve as business owner for LRIS and Fee Dispute case management systems, including configuration, data integrity, user training and support, and collaboration with IT/vendors on enhancements that support reporting, revenue, and service quality. Serve as the “first line” liaison between the Philadelphia community and the Legal Services team, including as primary point of contact regarding fee disputes and LRISrelated inquiries Manage and coordinate all Legal Services activities, including onboarding of new LRIS attorneys and LRIS panel members, ensuring compliance with Legal Services policies and procedures, and regularly reviewing onboarding protocols, documents, and workflows to recommend and implement improvements. Assist in the maintenance of confidential LRIS databases and recordkeeping files, ensuring accurate and timely data entry and adherence to confidentiality and datagovernance standards. Coordinate LRIS coverage and referral protocols with neighboring bar and state bar referral services to ensure consistent standards and regional access to counsel. Serve as backup to LRIS intake staff attorneys as needed Revenue, Finance, and Reporting Track and report LRIS and Fee Dispute program revenue, referral volume, case outcomes, and collections; identify trends and recommend strategies to increase revenue and program efficiency. Oversee invoicing, feesharing collections, and aged receivables for LRIS cases, and coordinates with Finance on reconciliations and budgeting. Develop regular reports on LRIS and Fee Dispute activity (volume, referral outcomes, revenue, panel utilization) for internal leadership and relevant committees and use these insights to develop strategies to grow and retain the LRIS attorney panel and client base. Use revenue and operational data to identify bottlenecks processes and implement improvements that increase efficiency, turnaround times, and collection rates while maintaining service quality. Staff Supervision and Development Supervise LRIS intake staff attorneys, including workload management, performance feedback, coaching, and professional development. Provide ongoing legal updates and education to LRIS staff attorneys, in coordination with the Director of PGLS and relevant committees. Public Interface, Outreach and Marketing Manage inquiries and correspondence from the public, including case assessment and, when appropriate, referral to panel member attorneys, ensuring a high level of customer service. Correspond and communicate with LRIS volunteers, Legal Services Committee members, and other stakeholders to support program operations, problemsolve issues, and maintain strong relationships. Serve as primary staff point of contact for LRIS and Fee Dispute inquiries from the public and Association members, triaging matters appropriately and ensuring a high level of customer service. In coordination with the Director of PGLS, educate lawyers, legal professionals, and the public about LRIS and other legal services programs of the Bar Association. Collaborate with the Communications Team on marketing and communications strategies and content to grow public awareness, referral volume, and panel attorney participation in Legal Services programs. In collaboration with Communications and Membership, design and support campaigns to recruit new panel attorneys in targeted practice areas and geographic regions. Build and maintain strong relationships with LRIS panel attorneys, including regular communication, feedback loops, and recognition efforts to support panel engagement and retention. Coordinate LRIS coverage and referral protocols with neighboring bar and state bar referral services to ensure consistent standards and regional access to counsel. Oversee client followup processes and reporting; ensure timely surveys, data tracking, and adjustments to attorney panels as needed. Fee Disputes and Committee Support Manage all aspects of the Fee Disputes program, including evaluating complaints and petitions, triaging and assigning matters, reviewing opinions and arbitration awards, and monitoring and recommending operating rule changes to oversight Fee Disputes Committee when necessary. Act as staff liaison to the LRIS Committee, Fee Disputes Committee, Professional Guidance & Responsibility Committee, and other public interest committees of the Association, including preparation of meeting materials and follow-up on action items. Schedule and facilitate inperson and virtual meetings and develop, disseminate, and confirm meeting agendas and notes for the LRIS and Professional Guidance Committees, and support other Legal Servicesrelated committees as assigned. Handle client follow-up surveys, make changes to attorney panels as needed. Other duties assigned by the Director of PGLS and the Executive Director.