Paralegals, we all know we are the first line of defense when it comes to workload whether it be for a single attorney and/or the firm as a whole. We are playing the role of offense and defense at all times. Typically handling clients from the time of intake to time of close out. We are also the face of the firm as we spend a lot of time with potential new clients and/or clients that have already retained us. Representing the firm whether in discovery, scheduled meetings, or in the courts, is a major role as a paralegal. Without a doubt, navigating between both positions can get tricky! 

Here are 3 tips to help my fellow paras navigate between being offense and defense when it comes to helping clients and being a brand advocate. 

First things first , when clients call they have typically already  done some research on the firm and the practices, so they are really just calling to see if the firm will handle the case. When playing the offense position, a paralegal must know exactly what the firm practices are, even those areas of law your attorney does not advertise. Often times attorneys practice more than one area of law but they typically advertise the ones they prefer. 

Defense: You may not be able to help the potential client with their current situation but you never know when you can help them in another situation, so always be aware of any referral attorneys that your firm has relationships with because that is still helpful for the firm and the client. 

Second, as a paralegal we must be dependent on our own knowledge sometimes especially in client intake. Especially since we don’t always have immediate access to the attorneys we work with. So when we are asking questions the rule of thumb is to get an understanding of the type of case this potential client might have. For example, is it criminal, is it civil, is it related to domestic issues etc. Understating the type of case you are detailing with will help lead you to appropriate line of questioning.

Offense: Always know your basic rules what, where, why, when, and how. In my experience these questions have always led me to the type of case I am dealing with. From there, I am able to align those with the firm practices.

Defense: If you are unsure about the type of case you are dealing with they are resources such as conducting an open records request, looking up news articles, any quick research you can do that will help lead you to the whole picture, will help you better understand the potential client’s needs. This is also helpful because sometimes (potential) clients do not have all the information. Doing some simple research, also shows that the firm will be dedicated to assisting them with their legal issue. 

Lastly, keep yourself updated on laws and ordinance so that after you talk to the client you are better able to create a summary for the attorney. 

Offense: Always prepare to give the attorney a synopsis of any clients case because they do not always have time to review full documents. Familiarize yourself with creating short briefs with case information and research when you are unsure if the attorney can take a case.

Defense: Assume if the attorney can not take a case, they are able to give a suggestion as to who can or what the best legal remedy may be.