Paralegal Career Tools: Email, Phone Calls, and Filing
 
 
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  • This article may seem a bit on the mundane side, but there are particular things to know about each of these that are peculiar to the legal profession in that you, the paralegal, cannot legally treat these things as you may otherwise in a different profession or type of business.
    EMAIL

    Incoming email must be answered within 24 hours. If you pick up the phone to the client rather than respond via email, then you must document the file that you answered via a phone call. If the client asks a question that you cannot answer, do not bluff or give them a lame answer back. Forward it to your attorney, and then follow up with a face-to-face if you don't get an answer back by the end of the day.

    Remember, everything you send in an email can be submitted in a court of law. So, be careful what you write. In giving legal notice of certain things, an email with a tracking system is considered the same as a letter sent via certified mail return receipt requested (CMRRR). When you are in a law firm only a couple of days, you will know that a CMRRR letter is the most technical way to document a communication in a court of law. Now, email with a tracking system attached carries the same status. Okay, now you can say, "Wow!"

    Some firms regularly purge their paralegal's email files. After so many days in the saved folder, the system administrator may come through during the night and zap out your files. Therefore, learn to print and copy. Print so you can file a copy of the important emails in the client file, and copy for your home file if the email has to do with your office relations. Email that is about a client case cannot be legally removed from your firm's premises.

    PHONE CALLS

    Manners, manners, and more manners apply here. I know I am somewhat beating the manners and discretion drums, but they are very big killers to many a paralegal's career. Treat your client like your elderly grandmother when talking to them on the phone – practice a lot of patience and understanding. Be agreeable, even if you have to later discuss your disagreement with your attorney. When I say be agreeable, I don't mean sit in your chair and say "Uh huh" repeatedly, or "Oh, I agree." or anything along that line. What I mean is, don't set yourself in opposition to the client's stated position. What I mean is, do not tell the client that they are wrong or why; that is your attorney's job. Be agreeably polite, even if you technically disagree. And if the client is wrong, then gently suggest to them that perhaps you can have the attorney call them back to clear up any unclear matters.

    Another thing about your phone calls – many firms record them. Do not be shocked to find out [after the fact, of course] that your firm fired someone because of what was said on the phone. Well, unless the human resources person was standing in the office when the conversation occurred, then the only other way for knowing what a paralegal says to a client is to record the conversation. Expect that your firm records your conversations, even if they tell you otherwise.

    Remember, when firm HR or staff attorneys lie to you, the lie is intended to test your character. Yes, firms and their attorneys do this type of thing with their paralegals. Expect to be lied to for the sake of testing your character -- another great reason to shun the invitation to become offended at all costs. If you are easily offended, then you will likely be offended when an attorney lies to you and sits to watch your reaction to the false information. But, is it realistic to think that your boss or managing attorney should not test your character? Why not?

    FILING

    Filing is much like your email; you should do it daily without fail. Cases go through phases when they are being processed by the firm. There are spurts of preparation activity, followed by lulls of waiting on the court. Diligence in your case filing will help to keep all of the paralegals up-to-date with your work. Now, let's face it, filing is a bore and a drudge, and other paralegals may very well stack theirs up, to everyone's chagrin. But, that only makes your diligence and attention to the "little foxes" even easier for your attorney to recognize as a spirit of excellence.

    When you file your case information for the client's file, make good use of the "Post-it" notes. These are terrific for making notes in the file that should not necessarily be seen by opposing counsel or the court. During the discovery process, you will want to extract all of your Post-its so those notes do not wind up in the record.
    Client Relations and Office-to-Office Relations
    CLIENT RELATIONS

    There is nothing that is more of a touchy subject in a law firm than the firm's client relations. There are no excuses, in the eyes of every attorney, for rudeness or violations of office protocol. If you are even remotely inclined to exercise a temper, remember you will learn how to tuck your temper away, or you will quickly find yourself out of work, along with ugly notes to future employers about your lack of self-control.

    Clients represent not only income to a law firm, but also potential legal liability. Any misstep with the client or opposing counsel on your part can jeopardize the case and subject the firm to very hefty fines, legal actions, or jail time for individual attorneys. Handling the client is no small matter, and you must learn how to be the king or queen of discretion, and the ultimate keeper of both attorney and client confidences.

    Interested in learning more? Why not take an online Paralegal Studies course?

    Remember, you are not the lawyer; always remember that. In many states, paralegals or others who pass out legal commentary or advice to people and are not a licensed attorney in the state, can be -- and regularly are -- pursued for prosecution for posing or presenting themselves as an attorney. It's called "practicing law without a license" and the state laws are written so that the state attorney general's office can prosecute you for "holding yourself out as an attorney."

    When speaking with the client it is equally important to not allow yourself to fall into a social trap with the client -- one in which you become extremely comfortable with the client's personality and plight. This will trip you up since the human inclination is to warm up to the client and disclose more of what you know about the handling of their case. Resist this trap at all costs; this cannot be overemphasized.

    If you allow yourself to fall into the social trap, then you will, by definition, put yourself, your attorney and your firm in jeopardy. Such missteps are frequently the cause of lawsuits, bad publicity, fines, and jail time. In no instance can you tell your client what your attorney will do. You have no right to speak on behalf of the attorney, or in the interest of informing the client of the attorney's next steps. Do not misunderstand; on the one hand, your attorney will expect you to fill in the client. He will even give you instruction as to what should be said for the client's circumstances/case. But in no instance will he give you permission to disclose his course of action, etc. If the client insists on knowing the attorney's course of action, then your proper role is to take the client to the attorney to have the attorney discuss the client's concerns face-to-face. If you work for an attorney who is very set in his ways, then do not be surprised if he asks you to fill in the client. It's a trick and a trap; don't let your attorney get away with this behavior with you.
    OFFICE-TO-OFFICE RELATIONS

    Office-to-office relations between firms require the utmost discretion and manners on your part. In dealing with paralegals from opposing counsel, you must remember to never disclose any detail that is not required by the interrogatories [a.k.a. "rogs"] for the case.

    You will witness a "Dr. Jekyll and Mr. Hyde" phenomenon when preparing for court, or when working with your attorney and his client for deposition. The attorneys, paralegals, and court reporters must all conduct themselves in the most professional manner possible, with kindness and gentleness. You will hear attorneys offer each other drinks and offer to take each other to lunch, only to get in the deposition room and watch them tear into each other and hound the client until opposing counsel over-shouts them in objections.

    The quick answer to this is: Don't try to figure it out, and don't try to become the gal everyone likes when in the midst of a deposition crowd. Let the attorneys do the talking and don't challenge them. If you are somehow challenged in the process, defer always to your own attorney.

    When dealing with other law firms that are not opposing counsel, but actually work to help your firm's cases, be especially nice to these paralegals. Examples of these types of firms include: medical firms; professional/expert testimony firms; probate and estate firms. From these firms, your firm gains credibility for the case in the eyes of the court. In the instance of probate, your firm works hand-in hand with the firm to help a grieving family get probate papers so their deceased loved one's case can still receive a settlement agreement. It is common to send such supporting firms occasional gifts, holiday gift baskets, and other tokens of appreciation – even to the particular paralegal that helps you with the bulk of your cases.
    Attorney/Client Privilege and Your Role in It
    Any violation of the attorney-client privilege is a fireable offense and that firing will happen swiftly and without unemployment benefits for the sake of hopefully preventing legal action from the client.

    Put simply, the attorney-client privilege of our legal system protects the communications between the client and his or her attorney. The idea behind protecting that communication is to keep clients as honest as possible, since the attorney is bound legally by regulating bodies that monitor the attorneys' ethical practices and have the power to disbar them for ethical or legal violations. In protecting the communications, the idea is that the client will open up to the attorney, and that openness will facilitate more justice in the justice system.

    As a paralegal, you should keep in mind that anything and everything a client ever communicates to you, your attorney, or the firm is considered privileged by your attorney and not open for discussion with anyone other than your attorney. This is true regardless of how minor or mundane the communication may seem. For example, if the client calls to give your attorney some requested information, and in the course of him telling you the information he discloses to you that his delay in response is because he has been preparing to take his family on vacation to the Bahamas and has been overwhelmingly busy, you cannot share his vacation plans with anyone other than your attorney.

    While the technical specifics of the law do not support what I am writing here about privilege, in the sense that everything a client says to you is not legally privileged, most attorneys you will work for will expect you to treat every communication with a client as if it were all privileged. In other words, attorneys generally see their paralegals as legal extensions of themselves, though it could be argued on a technicality. The main reason your attorney may see you this way is because he is held to a legal standard by his state and local bar association for everything you say, write, or do. Your attorney's law license is on the line if you violate these and other similar laws. Until you completely understand the importance of silence and confidentiality in your workplace, you present a liability to your firm and your attorney. You do not want to put your attorney in the position of feeling as if he cannot absolutely trust you to treat his client's every word with the ultimate confidence.

    The elements of the attorney-client privilege were articulated inU.S. v. United Shoe Machinery Corp., 89 F.Supp. 357 (D.Mass. 1950), where the court enumerated the following five-part test: (1) the person asserting the privilege must be a client or someone attempting to establish a relationship as a client; (2) the person with whom the client communicated must be an attorney and acting in the capacity as an attorney at the time of the communication; (3) the communication must be between the attorney and client exclusively; (4) the communication must be for the purpose of securing a legal opinion, legal services, or assistance in some legal proceeding, and not for the purpose of committing a crime or fraud; and (5) the privilege may be claimed or waived by the client only.

    Another reason your attorney will hatch eggs if you disclose anything about his case to a third-party is that many times, in the course of case work, the client communicates with you, the paralegal, not necessarily cognizant of the fact that you are only a paralegal and not a junior attorney. In the practical application of the attorney-client privilegeprovisions of the law, the client has only to indicate that they were under the complete conviction that they were speaking to another attorney when they said what they said. This common assumption by clients can put both you and your attorney in a very awkward position. Because clients commonly think the paralegal they speak to on the phone or in the office is, in fact, an attorney, you will find it necessary to frequently begin your conversation with the client by telling them that you are so-and-so's paralegal, "the paralegal working on your case" and similar phrases to make that distinction in the client's mind. Of course, you will do this also to make sure the client does not think that whatever words fall out of your mouth are your firm's "legal advice."

    In the event you find yourself working for a defense attorney, you will need to have a criminal understanding of the attorney-client privilege as well. It is likely that you will find yourself at least partially present during certain conversations the attorney has with the client. Clients can jeopardize their attorney-client privilege if they speak to arresting officers or anyone else before speaking to their attorney. Police officers or other arresting officers may label the client as "uncooperative" if they refuse to speak to them without an attorney, but in the interest of protecting their attorney-client privilege it is one of the smartest things to do. In this way, the Miranda rights – which are read to the defendant at the time of the initial arrest – support and embrace theattorney-client privilege; both are designed to protect the defendant.

    In dealing with the criminal element in a defense attorney's office, the other fact you will need to know is that in cases that involve fraud, the client is stripped of their attorney-client privilege. This is to prevent others from being caught up in the fraudulent acts, and to prevent attorneys from being legally bound to keep such information confidential. Anyone asking an attorney for advice on how to commit any act that is legally considered fraudulent is a person who opens himself to the full force of the law.