Front Desk Customer Service, Domestic Relations Help Center

Department: Domestic Relations Division

Location: 800 Broadway, Cincinnati, Ohio 45202

Compensation: $24.80 / hour

Description

The Hamilton County Clerk of Courts Help Center provides free information and limited legal advice
by appointment in various civil cases for individuals who do not have an attorney. Under the
supervision of the Help Center Director, this position manages the front desk and provides
exceptional customer service to visitors of the Help Center.

The ideal candidate shares our vision for the future, demonstrates our values of respect, integrity
and fairness, kindness, and serving others, and is:

• Eager to learn - Demonstrates curiosity, adaptability, and a commitment to continuous improvement in understanding procedures.
• Committed to excellence - Strives for accuracy, efficiency, and professionalism in all aspects
  of their work, ensuring the highest standards in customer service.
• Team-oriented - Thrives in a collaborative environment, supporting colleagues and contributing
  to the overall success of the Help Center.
• Big-picture thinker - Understands the impact of their role on the broader goals of the division
  and court operations.
  
  
  
  

Essential Duties

60% CUSTOMER SERVICE

• Provides exceptional customer service and legal information to visitors of the Help Center.
• Manages the flow of visitors to the Help Center and triages visitors for appropriate level of service.
• Resolves procedural issues and answers procedural questions from visitors.
• Provides legal information, educational materials, and training to self-represented litigants
  regarding court process, court procedures, and various legal topics.
• Helps self-represented litigants understand court documents.
• Provides forms and information to help prepare individuals for their court date.
• Assists with the identification and completion of legal forms.
• Participates in the training and mentoring of student volunteers and interns.
• Maintains professionalism and confidentiality.

20% ADMINISTRATIVE SERVICES

• Manages legal advice appointment calendar.
• Assists with outcome tracking and reporting.
• Monitors inventory and orders office supplies.
• Ensures paper forms are up-to-date and stocked.

20% PROCESS IMPROVEMENT

• Identifies systemic issues and solutions that affect self-representing litigants.
• Creates and implements Help Center improvement plans.

OTHER DUTIES AS ASSIGNED



Preferred Skills, Knowledge and Expertise

Knowledge of:

• Domestic Relations court operations, laws, processes, and proceedings, or the ability to acquire this knowledge quickly.

Ability to:

• Interact and build relationships with people of diverse backgrounds, personalities and characteristics, including but not limited to age, gender-identity, race/ethnicity, religious
  beliefs, disability status, sexual orientation, socioeconomic status, and physical appearance.
• Maintain professional demeanor at all times and act in accordance with the office values -
  respect, integrity and fairness, kindness, and serving others.
• Provide excellent customer service.
• Effectively manage time and tasks, re-evaluate priorities, and adjust assignments as
  necessary.
• Work as a team member as well as independently.
• Become proficient in job tasks through on the job training.
• Earn trust and respect and ask for help when needed.
• Act with compassion and understanding toward Help Center visitors who are often facing challenging life situations, which includes intimate partner violence.

Skilled in:

• Basic computer functions, including typing with speed and accuracy.
• Effective communication.
  
  
  
  

Qualifications

Must have at least one of the following:

• Bachelor’s Degree
• Paralegal Certificate
• Equivalent combination of skills and experience