Lawyer Referral Manager

JOB SUMMARY: The Legal Services Manager provides management, oversight, and strategic direction for the Association’s Lawyer Referral and Information Service (LRIS) with responsibility for operations, financial performance, compliance, marketing to both panelists and the public to ensure continued growth. The Manager leads efforts to expand and market the LRIS, strengthening its visibility, utilization, and revenue generation. The Manager serves as staff liaison to the LRIS Committee and other assigned committees, supporting program development and member engagement. This position is responsible for meeting annual LRIS revenue targets and key performance metrics, in partnership with the Executive Director and LRIS Committee, while driving initiatives that enhance program effectiveness, increase participation, and support long-term sustainability. DUTIES AND RESPONSIBILITES: Program Administration and Operations Recruit and retain qualified panel members across key practice areas. Develop and execute a long-term marketing strategy to expand panel participation, increase program visibility, and drive demand for lawyer referral services. Direct day-to-day LRIS operations, ensuring effective administration, strong financial performance, and compliance with applicable rules and procedures. Maintain the integrity of the LRIS database, including attorney eligibility, dues billing, malpractice coverage verification, and accurate recordkeeping. Oversee tracking of LRIS matters through dockets, court records, and related notices to ensure timely follow-up and accurate reporting. Provide ongoing training and updates to LRIS staff attorneys. Ensure alignment with ethical rules, applicable standards, and Bar Association policies; regularly evaluate and recommend updates to program guidelines and panel requirements. Serve as business owner for LRIS systems, including configuration, data integrity, user support, and coordination with IT and vendors to enhance functionality and reporting. Act as the primary liaison for LRIS inquiries, including fee dispute matters, ensuring responsive and professional communication with the public and members. Manage onboarding and compliance processes for LRIS attorneys and panel members; continuously improve workflows, materials, and procedures. Maintain confidential records and databases in accordance with data governance and privacy standards. Coordinate with regional and state bar referral programs to ensure consistent coverage and access to services. Provide backup support to LRIS intake staff attorneys as needed. Revenue, Finance, and Reporting Track and analyze program performance, including revenue, referral volume, case outcomes, and collections; identify trends and implement strategies to improve efficiency and growth. Oversee invoicing and accounts receivable processes in coordination with Finance, supporting accurate reconciliation and budgeting. Prepare regular reports on LRIS activity and performance for leadership and committees, using data to inform program improvements and expansion strategies. Identify operational bottlenecks and implement process improvements to enhance turnaround times, service quality, and overall effectiveness. Development Coordinate ongoing legal education and training in collaboration with leadership and relevant committees. Public Interface, Outreach, and Marketing Manage public inquiries, assess needs, and facilitate appropriate referrals to panel attorneys while maintaining a high standard of customer service. Communicate regularly with volunteers, committee members, and stakeholders to support operations and strengthen relationships. Promote LRIS and related programs to attorneys, legal professionals, and the public in coordination with leadership. Partner with the Communications team to develop and implement marketing strategies that increase awareness, referral volume, and panel engagement. Collaborate with Communications and Membership to recruit panel attorneys in targeted practice areas and geographic regions. Build and maintain strong relationships with panel attorneys through consistent communication, feedback, and engagement initiatives. Oversee client follow-up processes, including surveys and data tracking, to inform program improvements and panel management decisions. Position Qualifications : To perform this job successfully, an individual must be able to perform each of the below listed essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required for this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education Bachelor’s degree required in a related field (such as legal studies, public administration, business, criminal justice, social work, or a related discipline) Juris Doctor (JD) strongly preferred but not required; candidates with a JD and an interest in legal services program management are encouraged to apply. Experience 3–5 years of experience in a legal, court, bar association, or legal services environment, including direct client or member service. 2–3 years of experience in program coordination, operations, or office management; prior supervisory experience preferred. Demonstrated commitment to public interest law work and access to justice. Knowledge of the St. Louis public interest legal community, or ability to quickly develop such knowledge. Technical Skills Knowledge of or ability to learn Microsoft Office 365 (Outlook, Word, PowerPoint, Excel, Teams, SharePoint); and Internet Explorer and Google Chrome Ability to use or learn RingCentral, Microsoft Teams and Zoom videoconferencing. Comfort with case‑management or CRM‑style databases; experience with legal practice management or referral systems is a plus. Language Skills: Ability to read, analyze, and interpret common financial reports, legal documents, and other complex documents. Ability to respond effectively to inquiries or complaints from members, customers, leadership, and others. Ability to write speeches and articles that conform to prescribed style and format. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, members, public groups, and/or boards of directors. Work Environment: Work is primarily in a climate-controlled office environment with minimal safety and/or potential for health hazard. The noise level is usually low-to-moderate.