RESPONSIBILITIES
1. Psychosocial Call Center Case Management
EAP call centre’s frequently receive complex calls where legal issues intersect with mental health crises (e.g., divorce, custody issues, domestic violence, eviction/financial distress, or threats of self-harm with legal implications).
- Direct Telephonic Consultation: Provide clear, professional, and empathetic telephonic legal advice directly to EAP clients referred by the call centre team. This service is strictly advisory, focusing heavily on Family Law (e.g., maintenance, divorce, domestic violence, care and contact) and Contract/Consumer Law (e.g., rental disputes, credit agreements, consumer rights).
- Adherence to Scope Exclusions: Ensure 100% adherence to service boundaries by explicitly excluding Labour Law (which is referred to internal HR specialists or the CCMA) and Criminal Law from the telephonic advice scope.
- Legal Frameworks & Guidance Tools: Create, maintain, and quarterly update a "Legal Playbook" for call centre agents. This tool must outline boundaries on what constitutes basic legal information versus binding legal advice, ensuring agents do not expose the company to professional negligence claims.
- Resource & Referral Network Curation: Source, vet, and update a database of trusted pro-bono legal clinics, NGOs (e.g., Legal Aid SA, POWA), and specialised statutory bodies (e.g., the CCMA, Maintenance Courts) for agents to pass on to callers.
- Call Center Legal Training: Conduct bi-monthly training sessions for call center agents on basic South African law relevant to common EAP queries (Family Law, Labour Law, Protection from Harassment Act) to improve the quality of front-line information.
- Conduct quarterly Virtual Workshops/webinars to clients.
2. Contract & Commercial
- Commercial Contracts/SLA: Review and advise on internal and external Company contracts and documents, including MOA’s/SLA’s/NDA’s.
- Client Contract Management: Formulating, preparing client contracts, including onboarding, document review and feedback, communication with clients, and ensuring the timeous renewal of commercial contracts.
- Contract Turnaround Time (SLA Adherence): Review and return client corporate agreements, vendor contracts, and NDAs within 48 to 72 hours.
- Template Optimisation: Maintain standard Client contract templates to minimise negotiation timelines.
- Provider Network Contracting: Draft and execute robust contracts for the network of external affiliate psychologists and counselors, ensuring clear clauses regarding independent contractor status and strict confidentiality.
3. Regulatory Compliance & Data Privacy
Because the call centre captures immense amounts of special personal information (health, financial, and emotional data), data protection is paramount.
- POPIA Call Center Compliance Audits: Ensure 100% compliance with the Protection of Personal Information Act (POPIA). Conduct bi-annual internal audits specifically focusing on things such as: call recording storage, data encryption, and agent access controls.
- Confidentiality Breach Prevention: Maintain a target of zero data privacy breaches or unauthorised disclosures of private/confidential information.
- Statutory Registrations: Monitor and ensure that the company and its operations remain aligned with the Consumer Protection Act, HPCSA ethical rules (regarding referrals), and EAPA-SA standards.
- Internal Policies: Implement and review internal company policies. Ensure compliance with necessary legislation and good practice guidelines.
4. Service Delivery Risk Mitigation & Ethics
- Affiliate Network Auditing: Partner with operations to audit the credentials, professional indemnity insurance, and professional board registrations of the affiliate network quarterly.
- Professional Indemnity & Liability Minimisation: Maintain a target of zero successful professional liability or negligence claims against the Company by ensuring strict disclaimer scripts are used in the call centre and embedded in digital platforms.
5. Dispute Resolution & Internal Support
- Early-Stage Dispute Resolution: Resolve 80% of client or vendor contract disputes through negotiation before they escalate to formal litigation.
QUALIFICATION
- LLB from a recognised university.
- Admitted Attorney of the High Court of South Africa.
- 3–5 years' post-admission experience.
- Strong experience in commercial, marital and family Law
- Experience in Property, Wills & Estate Planning and Deceased Estates
Pay: R1,00 - R10,00 per year
Work Location: In person
