The Call Center Lawyer will provide timely, accurate, and client-centered legal assistance to callers through the SLACC Helpline. The role will involve assessing legal queries, gathering relevant information, providing legal advice on straightforward matters, conducting legal research and consulting the Chief Legal Advisor on complex cases, and making appropriate referrals to LAS programs, MICADR, or other relevant services. The incumbent will maintain accurate and confidential case records in the CRM, ensure timely follow-ups, and communicate legal information clearly and sensitively in Urdu, Sindhi, or English. The role will also contribute to legal awareness, outreach, research, reporting, and other SLACC initiatives while ensuring compliance with applicable Pakistani laws, organizational SOPs, safeguarding standards, confidentiality requirements, and defined service delivery KPIs.

The Call Center Lawyer provides legal advice to callers through the SLACC helpline, addressing queries in line with Pakistani law and organizational SOPs. The role involves legal research, case documentation, and coordination with the Chief Legal Advisor to ensure accurate, timely, and client-centered legal assistance.

1. Legal Advisory & Case Management

• Receive and handle incoming calls professionally, assessing legal queries effectively.
• Gather relevant information using structured questioning and record details in the CRM system.
• Provide immediate legal advice for straightforward cases; conduct research and consult for complex matters within defined timelines.
• Refer cases to relevant LAS programs, MICADR, or departments as needed.
• Follow up on pending or unresolved cases and ensure timely client updates.

2. Documentation & CRM Management

• Maintain accurate and complete records of all interactions in the CRM system.
• Document legal advice clearly and concisely for internal review.
• Ensure confidentiality and compliance with legal and organizational standards.

3. Communication & Outreach

• Communicate effectively with callers in Urdu, Sindhi, or English.
• Ensure culturally sensitive engagement with all clients.
• Support awareness initiatives, research activities, and outreach campaigns.
• Assist in promoting SLACC services through communication channels.

4. Professional Development & Compliance

• Participate in trainings and continuous learning activities.
• Adhere to KPIs and performance benchmarks set by management.
• Represent SLACC/LAS in events when required.
• Support preparation of reports and research outputs.

Education:

• LL.B. degree from a recognized institution

Experience:

• Minimum 3 years of relevant legal experience

Mandatory:

• Enrolled as an Advocate of the High Court
• Domicile of Sindh

Skills:

• Strong legal research and advisory skills
• Effective communication and client handling abilities
• CRM/data entry and documentation skills
• Ability to simplify legal concepts for general audiences

Knowledge:

• Sound understanding of Pakistani laws and legal procedures
• Familiarity with legal aid systems and client service environments

Values:

• Commitment to client confidentiality, integrity, and professionalism

Personal Attributes:

• Empathetic and patient communicator
• Detail-oriented and organized
• Ability to work under pressure and manage multiple cases

• Provide accurate and timely legal advice in line with SOPs.
• Maintain complete and updated CRM records for all cases.
• Ensure effective client communication and follow-ups.
• Meet defined KPIs and service delivery standards.
• Contribute to awareness, research, and reporting initiatives.

EEO & Non-Discrimination Statement:

Integrated into our shared values is LAS’s commitment to diversity and equal employment opportunity.All qualified applicants will receive consideration for employment regardless of sex, age, race, colour, creed, religion, disability, sexual orientation, gender identity, or any other characteristics or conduct protected by law. LAS is committed to being an inclusive organization where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people.Every individual at LAS has an ongoing responsibility to respect and support a diverse environment.

Safeguarding & PSEA Commitment

Legal Aid Society (LAS) is committed to the prevention and protection from all forms of sexual exploitation and abuse (SEA). LAS explicitly prohibits its staff, associates, partners, consultants, or any other representatives associated with the delivery of its work from:

• Engaging in any form of sexual exploitation or abuse;
• Sexual activity with children (persons below the age of 18) irrespective of a mistaken belief of the age of the child which shall not amount to a defense;
• Exchange of money, employment, goods or services for sex, including sexual favors or other forms of humiliating, degrading or exploitative behavior, is prohibited. This includes any exchange of assistance that is due to beneficiaries of assistance;
• Sexual relationships between LAS staff and beneficiaries of assistance, since they are based on inherently unequal power dynamics, undermine the credibility and integrity of the work of LAS and are strongly discouraged.