Centralized Service Analyst – Legal Navigator

The Centralized Service Analyst (CSA) Legal Navigator will join the Access & Resource Center (ARC) to assist people navigating the courts without an attorney. Support is provided primarily by phone and email and includes explaining court processes assisting with court forms and sharing information on legal resources.

The ideal candidate is committed to the Judiciarys mission of ensuring equal access to justice. Strong oral and written communication skills the ability to explain complex processes clearly and a professional empathetic demeanor are essential. Experience in customer service legal settings or working with diverse populations under stress is preferred. This role is an excellent opportunity for someone entering the legal field or seeking to apply prior legal experience to support access to justice.

This is a full-time limited-service opening with the Access and Resource Center which is located in Burlington Vermont. The starting salary is $24.59 per hour. The limited-service term will end 6/30/2028. The Centralized Service Analyst is a non-exempt Judicial Branch position equivalent to pay grade 21. The State of Vermonts total compensation package features an outstanding set of employee benefits that are worth about 30% of your total compensation.

Benefits

• 80% State paid medical premium and a dental plan at no cost for employees and their families
• Work/Life balance: 12 vacation days earned per year 12 sick leave days earned per year 13 paid holidays each year
• Two ways to save for your retirement: A State defined benefit pension plan and a deferred compensation 457(b) plan
• Tuition Reimbursement
• Flexible spending healthcare and childcare reimbursement accounts
• Low-cost group life insurance
• Incentive-based Wellness Program
• Qualified Employer for Public Service Student Loan Forgiveness Program

Minimum Requirements
Associates degree AND three (3) years or more of experience in directly related customer service additional college education may be substituted on a 6-months for semester basis;
OR
High School diploma or equivalent AND five (5) years or more of experience in directly related customer service.

Summary of Duties

This position provides specialized services in supporting state-wide Judicial operations and delivering comprehensive services to litigants. Advanced clerical and procedural work with occasional role as team lead in supervisors absence. The work is complex and requires knowledge of legal practices and procedures and specialized computer skills. Although assigned duties are similar to those of less senior clerical positions this position is differentiated by the degree of independence and responsibility for various projects and programs. Work is performed under the general supervision of an administrative superior.

• Perform duties in a fast-paced sometimes pressurized environment and maintain tact and professionalism even when interacting with difficult customers.
• Act as subject matter expert in one or more fields which may include Odyssey case management system rules of electronic filing Rules of Public Access to Court Records docketing in multiple divisions (Criminal Family Civil Environmental or Probate) language access jury administration and dispensing legal information.
• In the fields outlined above efficiently process a high volume of case filings language services jury summons and legal information.
• Employ attention to detail and methodical approach to ensure all work is in compliance with Rules and Statutes to ensure standardized business practices are followed.
• Respond to customer errors with instruction or training on how their errors may be corrected.
• Maintain excellent customer interaction by providing information and assistance over email correspondence and other forms of contact.
• Support mentoring and training for less-senior staff.
• Identify the need for and assist with the development and review of job aids standardized forms procedures instructions and other materials designed to meet customer and internal needs.
• Solve standard customer problems by gathering information assessing options and delivering the most appropriate solution.
• Escalate issues and obstacles to supervisors according to established procedure.
• Participate on committees and projects as requested.

Other Duties and Responsibilities

• This position is responsible for all duties defined and other duties as assigned such as training other employees.
• The job entails the operation of various types of electronic equipment and new equipment may be introduced at any time.

The above statements provide the general nature and level of work performed by employees of this classification. It is not intended to be an exhaustive list of all the responsibilities duties and skills required of this classification. Actual assigned duties may differ due to the varying needs of the Judiciary.

Scheduled hours of work generally conform to public court hours but assignments may extend beyond those hours. Occasional travel to other courts within the State of Vermont may be required. Travel will be reimbursed according to State policies. This position will be eligible for longevity increases in accordance with the State step pay plan and annual cost of living increases as enacted by the Vermont State Legislature. Job Code #25040

The State of Vermont celebrates diversity and is committed to providing an environment of mutual respect and meaningful inclusion that represents a variety of backgrounds perspectives and skills in all state government positions. The Judicial Branch is committed to a policy of equal employment opportunity and the recruitment process is designed to treat all applicants equitably.

Required Experience:

IC