Role Summary: The On-Call Attorney Squad Leader ensures daily operational readiness and quality for the On-Call Attorney function. This role oversees staffing, training, communication, and queue performance to maintain responsive, high-quality client intake and triage in coordination with the VA Practice Team and Client Experience leadership.
Core Responsibilities:
Staffing and Coverage
Maintain sufficient staffing for the on-call calendar each day; proactively fill gaps and arrange contingency coverage.
Coordinate schedule changes, PTO, and short-notice coverage with platoon leaders and on-call attorneys.
Real-Time Operations
Monitor the on-call chat and channels for volume, escalations, and quality.
Triage issues and reassign work to balance load and meet responsiveness standards.
Cross-Team Communication
Serve as liaison between the Director of Client Experience/Intake Managers and the VA Practice Team.
Communicate backlogs, surge events, and additional staffing needs to platoon leaders; recommend adjustments and temporary reassignments.
Quality and Compliance
Audit the On-Call Attorney Queue Sheet weekly for accuracy, timeliness, and disposition integrity.
Ensure adherence to SOPs, client confidentiality, and regulatory/firm policies
Training and Coaching
Provide onboarding, refresher training, and just-in-time coaching to on-call attorneys.
Develop and maintain playbooks, SOPs, and quick-reference guides; lead post-mortems on issues and implement improvements.
Issue Ownership
Serve as the primary point of contact for any on-call attorney issues (coverage gaps, escalations, tools/access, process blockers).
Track issues to resolution; document and report trends and corrective actions.
Reporting and Continuous Improvement
Produce weekly summaries of coverage, KPIs, audit findings, and improvement actions.
Partner with VA Practice leadership to refine workflows, SLAs, and escalation pathways.
Key Competencies:
Operational leadership: workforce planning, live-ops decision-making, and prioritization.
Communication: clear, timely updates across teams; confident escalation management.
Training and QA: ability to create SOPs, coach performance, and drive consistent quality
Data-driven: comfortable with metrics, audits, and translating insights into actions.
Client-centered judgment: balances speed, accuracy, and empathy under time pressure.
Equal Opportunity:
We are an equal opportunity employer. All qualified applicants will receive consideration without regard to protected characteristics.