On Call Attorney Squad Leader

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.