fCoS for Small Law Firms

Recommendations

"Craig is extremely professional and knowledgeable. He assisted my firm with improving operations and efficiency. I appreciated his insight and would highly recommend him!”

Abhisha Parikh Principal Attorney Immigration Vision

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“Craig has been a great addition to my team as a fractional CoS; from week 1, he has taken the time to get to know my practice, my team, and myself and how we operate. He has assisted in setting measurable goals and KPIs and has been able to get the team more organized, efficient, and utilizing technology to the fullest. If there is a question, Craig doesn't hesitate to find the answer and offer suggestions on how to get things done. Thanks for everything so far, Craig! Excited for you to be a part of the growth of Key Esquire!”

Ruma Mazumdar Principal Attorney Key Esquire

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"Craig is smart, kind, and just super likable. He is an incredible COO! He is structured and helps challenge the team while having fun and making astonishing progress. Craig's resources are fantastic and if you get the chance to work with Craig you won't regret it! It was one of the best decisions of my career! Craig thanks for being you!"

Cheryl Peltekis Founder Immediate Home Health Care I helped Immediate Home Health prepare for a successful exit.

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"Craig provides great insight and things for me to think about. I view Craig as a "Board of Directors" for me and my organization. I would highly recommend Craig and the approach he brings to the table."

Dennis Jackson Founder Worx Solutions

Case Studies

Automating Case Management

Client Background

A dynamic single-attorney law firm in New Jersey approached me for help. This firm, comprising a dedicated team of seven employees, was well-regarded for its legal expertise but needed help with operational inefficiencies. Despite their reliance on LawMatics for CRM and case management, they needed to leverage the platform's automation capabilities, which limited their ability to streamline tasks and enhance productivity.

The Challenge

The firm faced a significant challenge: it needed to utilize automation in its LawMatics CRM, leading to inefficiencies and missed tasks. This lack of automation caused the team to spend excessive time manually tracking the next steps. The inefficiencies reduced overall productivity and occasionally resulted in forgotten tasks, impacting client service and satisfaction.

Engagement Overview

As their Fractional Chief of Staff, I was to diagnose the inefficiencies and implement a solution to streamline their operations. The primary objectives were to reduce the amount of manual labor required and increase client satisfaction by enhancing operational efficiency.

Approach and Methodology:

To tackle the problem, I adopted a systematic approach:

Staff Interviews: I conducted in-depth interviews with the staff, including the owner/attorney, the operations manager, the legal assistant, and two paralegals. This helped me comprehensively understand their current workflows and identify pain points.

Process Mapping: I meticulously mapped their work processes, identifying areas where automation could replace manual tasks. This detailed mapping was crucial for designing effective automated workflows.

Automation Creation: Leveraging the insights gained, I created tailored automation processes within LawMatics. This involved setting up workflows that could handle repetitive tasks without manual intervention, thereby reducing the burden on the staff.

Training: Finally, I provided extensive training to the staff to ensure they were comfortable and proficient with the new automated processes.

Results

The results of the engagement were transformative:

Labor Reduction: The automated workflows reduced labor by over 15 hours per week, freeing up significant time for the team to focus on client service.

Enhanced Efficiency: The firm experienced a notable increase in efficiency, allowing it to handle tasks more effectively and with fewer errors.

Client Feedback

The feedback from the client was overwhelmingly positive. The owner/attorney expressed great satisfaction with the improvements, highlighting the enhanced efficiency and reduced time spent on manual tasks. The staff appreciated the ease of the new processes and the positive impact on their daily workflows.

Lessons Learned

This engagement went smoothly, with no unexpected challenges. The key takeaway from this project is the critical importance of understanding and mapping out client workflows in detail before implementing automation. This ensures that the solutions are tailored to meet their specific needs and can be seamlessly integrated into their operations.

Hiring and Onboarding a New Paralegal

Client Background

As the Chief of Staff at a small real estate law firm in New Jersey, I spearheaded the initiative to overhaul a new paralegal's hiring and onboarding process. The firm had previously hired and let go of three paralegals within four months due to the absence of a structured plan, which resulted in inefficiencies and high turnover. By implementing a comprehensive strategy, we successfully hired and retained a qualified paralegal, enhancing operational stability and improving client satisfaction.

Despite their small size, their reputation for exceptional service in the local market drives continuous demand for their expertise. As Chief of Staff, I identified a critical need for a stable legal team, particularly in the paralegal role, to handle the increasing volume of legal work. Over four months, they faced a significant challenge: hiring and letting go of three paralegals due to the need for a structured hiring and onboarding process. Recognizing the urgency, I took the lead in transforming our approach to ensure we could secure and retain a competent paralegal.

Challenges

High Turnover Rate

The firm struggled with a high turnover rate in the paralegal position, having hired and let go three individuals within a short span. This instability was largely due to the need for a coherent hiring and onboarding strategy.

Inconsistent Hiring Criteria: Without a standardized set of criteria, hiring decisions were inconsistent, leading to mismatched expectations and skills.

Lack of Structured Onboarding: New hires were thrown into their roles with a clear onboarding plan, resulting in clarity and inefficiencies.

Inadequate Training: They needed a formal training program to help new paralegals understand specific procedures and the nuances of New Jersey real estate law.

Operational Disruption

The frequent changes in the paralegal staff caused significant operational disruptions.

Transaction Delays: Each new paralegal required time to get up to speed, causing delays in processing transactions and handling legal documentation.

Increased Workload on Existing Staff: Existing team members had to shoulder additional responsibilities, leading to burnout and reduced productivity.

Client Dissatisfaction: The inconsistency and delays negatively impacted clients' trust and satisfaction with our services.

Solution Implementation

Recruitment Strategy Redesign

I spearheaded a complete redesign of our recruitment strategy to address these challenges.

Defined Job Description: We created a detailed job description that clearly outlined the skills, experience, and qualifications needed for the paralegal role.

Structured Interview Process: I introduced a standardized interview process, including behavioral and technical questions related to real estate law.

Skills Assessment: Candidates underwent practical tests to evaluate their ability to handle legal documents and understand real estate regulations.

Onboarding and Training Plan

We established a comprehensive onboarding and training plan to ensure our new hires integrate smoothly into our team and quickly become productive.

Onboarding Schedule: A detailed schedule was developed, covering everything from orientation and introduction to firm procedures to hands-on Training.

Results

Reduced Turnover

The new approach dramatically reduced turnover. We successfully hired and retained a paralegal who met our criteria and adapted well to our firm’s needs.

Improved retention: The turnover rate decreased significantly, stabilizing the employment of the new paralegal.

Increased Job Satisfaction: The structured Onboarding and continuous support enhanced job satisfaction and retention.

Operational Efficiency

The changes we implemented led to several operational improvements.

Faster Onboarding: The new paralegal quickly became productive, reducing delays in our transaction processes.

Enhanced Productivity: Overall productivity improved, as the legal team could handle tasks more efficiently.

Improved Client Satisfaction: The consistency and quality of services improved, leading to higher client satisfaction and trust.

Cost Savings

The firm achieved notable cost savings by reducing the frequency of hiring and training new paralegals.

Reduced Recruitment Costs: The streamlined hiring process minimized the need for frequent recruitment, resulting in significant cost savings.

Lower Training Expenses: A standardized training program reduced the time and resources needed for Onboarding.

Conclusion

Through my leadership as chief of staff, the firm successfully transformed its hiring and onboarding process for the paralegal role. This initiative reduced turnover and significantly improved operational efficiency and client satisfaction. This experience highlights the importance of a strategic approach to recruitment and Onboarding in maintaining a stable and effective team.

Recommendations

Case Studies

Automating Case Management

Hiring and Onboarding a New Paralegal

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