Public Trust Representative 2

Office of Public Trust Liaison 

Annual Salary Range: $71,614 - $95,489

FLSA Non-Exempt / Union Represented

This position requires one day in the office per quarter or as needed for administrative work. 

About the Office

The Office of Public Trust Liaison helps educate members of the public about how the State Bar can help them within the areas of our public protection mission. 

With an initial focus on attorney discipline and admissions issues, the Public Trust Liaison receives inquiries, responds to questions and concerns brought by members of the public that remain unresolved through other channels, and investigates to ensure proper procedures are followed. The Public Trust Liaison focuses on being proactive, independent, impartial, and confidential. 

The Ideal Candidate

The Office of Public Trust Liaison seeks a Public Trust Representative II (PTR II) with excellent customer service skills. The PTR II will respond to inquiries about State Bar programs and functions and, when applicable, refer the caller to the correct resource or partnering office for resolution. The PTR II will also address questions, concerns, or suggestions about improving the discipline or admission systems. The PTR II is expected to resolve each inquiry promptly by clarifying issues, researching answers, and implementing solutions. Because many of the inquiries that the Office of Public Trust Liaison receives are of legal concern, the PTR II will need to understand what constitutes legal advice and refrain from providing it. 

Definition

Under general supervision, a Public Trust Representative II receives and responds to inquiries and complaints from the general public, State Bar members, State Bar partnering offices, and representatives of outside agencies concerning State Bar programs, services, membership, hotlines, and processes, such as the attorney discipline process, the admissions process, through phone, in-person, email, and other forms of contact.

Distinguishing Characteristics

Thisisajourney-levelclassificationresponsibleforindependentlyprovidinginformationandassistancetothegeneral public, State Bar members, and representatives of outside agencies.

The Public Trust Representative II classification is distinguished from the Public Trust Representative I classification by theincumbent’sabilitytoindependentlyreceiveandaccuratelyrespondtoabroadrangeofinquiriesanddeterminethe best avenue for the solution of various problems. The Public Trust Representative II may also spend time on low-level Public Trust Liaison inquiries.

Examples of Essential Duties

Duties may include, but are not limited to the following:

• Receives a large volume of inquiries and complaints by telephone, email, in-person, and other forms of contact; concerning services provided by the State Bar, possible attorney misconduct, State Bar records, and/or State Bar programs, membership, and hotlines.
• Listens to the inquiry or complaint and determines the best avenue for solution of the problem, including whether the customer should be directed to a different department or agency; directs him/her to the appropriate website, publication, phone number, or other sources of information.
• In a professional and courteous manner, provides accurate information to individuals regarding the functions of the State Bar and services provided, including the complaint process, how to submit a complaint, complaint status, application status, and other information.
• Mails or emails necessary forms or assists customers with locating forms on-line.
• Assists individuals who have disabilities, are unable to read or write, or need assistance with translating documents.
• Assists individuals who have disabilities or are unable to read or write in completing necessary forms. or
• Assist non-English speaking individuals who seek to file complaints in different languages, with the help of a translation service.
• Utilize access to Criminal Offender Record Information to access case files.
• Researches inquiries utilizing the State Bar’s case management system or other sources of information.
• Enters and updates information in the computer system concerning inquiries and complaints, including entering initial information, records of verbal and written communications concerning an inquiry or complaint, actions taken for resolution, and information necessary for forwarding an inquiry or complaint for further investigation and action.
• Assists in the preparation of statistical and other reports as required.
• Follows up with individuals to request further information and documentation regarding an inquiry or complaint and/or ensure the inquiry has been addressed.
• Prepares letters or other routine correspondence to the public, attorneys, or other staff.
• May perform a number of other similar or related duties consistent with the general level of the job and the responsibilities described
• Participatesinmeetingsanddiscussionstoprovideinput onservice improvementstrategies.

Employment Standards

Knowledge of:

• Principlesofeffectivecustomerservice andtelephoneetiquette.
• Effectiveorganizationalandtimemanagementskills,includingprioritizationandthe abilitytomulti-task.
• Basictechniquesof electronicandhardcopyrecordandfile organization.
• Modernofficepractices andprocedures,includingstandardcomputersoftware suchasMicrosoft Officeandcase management system applications.
• Problemidentificationandevaluationprinciples.
• Thebasicrules of vocabulary,grammar,spellingandpunctuationas specifiedin Webster’s New Collegiate Dictionary.
• Businessmathforcompletingnon-technicalcalculationssuchasaddition,subtraction,multiplicationanddivision.
• Laws,regulations, and codes governingaccesstoanduseofconfidentialinformation.
• Electronicinformationanddatabase recordkeepingsystems.
• StateBaroperations andservices,andapplicablerules andregulationsassociatedwitharea ofassignment.

Ability to:

• Activelylistentoinquiries orcomplaints,solicit necessaryinformation, usesoundjudgment whenevaluatingawide variety of information, identify alternatives, and determine the appropriate response and/or course of action.
• Remaincalmandmaintainaprofessionaldemeanor inconversations withcustomerswhoareirateanddemanding or may have difficulty expressing themselves.
• Demonstrateeffectivewritingandverbalpresentationskills.
• Communicateclearly andeffectively bytelephoneandinpersonwith individuals.
• Obtainandpresentmaterial in person,by telephone,electronically,andin writing.
• Provideexcellentcustomerserviceatalltimes.
• Prioritizecallsand assignments to meetindividualandteamgoalsinafast-pacedenvironment.
• Establishandmaintaineffective workingrelationships withco-workers,supervisors,otheragencies,andmembers of the public.
• Enterandretrieve informationfrom/into a databaseor casemanagement systemandmaintainaccuraterecords.
• Workindependentlyand inacollaborativeteam environment.
• Learn,retain,and communicateinformation regardingoperations,services,and programsprovided bythevarious State Bar departments; as well as, services provided by other agencies to which customers may be referred.
• Understandwhatconstitutes legaladviceandrefrainfromprovidinglegal advice.
• Maintainconfidentialityandhandlessensitiveinformationwithdiscretion.

Minimum Qualifications:

Education:

Possession of an Associate of Arts or Associate of Science degree or equivalent to two years of college level courseworkfromanaccreditedcollege oruniversityinafieldthatprovides therequiredknowledgeandabilities.

Experience:

Minimumone(1)year experienceasaPublicTrustRepresentativeIfortheStateBarortwo(2)years’experience receiving and responding to a broad range of inquiries and complaints from the public, requiring knowledge and explanation of a variety of policies, programs and processes. Additional experience in a field that provides the required knowledge and abilities may be substituted for the required education.

License, Certificate, Registration Requirements:

Applicants who meet the Minimum Qualifications will be required to successfully complete the State Bar’s selection process for this classification.

About the State Bar

The State Bar of California’s mission is to protect the public and includes the primary functions of licensing, regulation, and discipline of attorneys; the advancement of the ethical and competent practice of law; and support of efforts for greater access to, and inclusion in, the legal system.

Our Values

Clarity | Investing in Our People | Excellence | Respect | Growth Mindset

Learn more about our values.

DEI Statement

We are a diverse, equitable, and inclusive workplace where all of our employees and prospective employees experience fairness, dignity, and respect. Learn more about our commitment to DEI.