Job Description

Position Summary

This position can be generally defined as a customer service role that serves as the primary public-facing point of contact within a court filing office.

The role is responsible for assisting the public, especially self-represented litigants, by providing accurate information about court procedures, reviewing legal documents for compliance with court rules, and processing filings in accordance with applicable laws and administrative policies. It requires managing a high volume of in-person and phone inquiries, maintaining accurate case records in court systems, and ensuring documents are properly filed, routed, or returned as needed.

In addition to administrative and technical duties, the position emphasizes strong customer service skills, including the ability to communicate clearly, maintain professionalism in stressful or challenging interactions, and de-escalate conflict while ensuring fair and impartial treatment of all litigants. The role also supports overall court operations by managing workflow, coordinating with other court departments, and maintaining accurate and organized records in both electronic and paper formats.

Essential Functions

** The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.**

• Serve as the primary point of contact for the public, including self-represented litigants, at the filing counter.
• Respond to high-volume, in-person inquiries regarding filing procedures, court forms, and general case information.
• Manage litigant concerns with professionalism, patience, and composure.
• De-escalate tense situations involving frustrated or confused litigants.
• Examine documents for procedural compliance (e.g., signatures, required attachments, filing fees).
• Accept, reject, or return filings in accordance with court rules, policies, and applicable statutes.
• Clearly explain court processes, filing requirements, and next steps to individuals without legal representation.
• Provide standardized forms, instructions, and resource referrals while maintaining neutrality.
• Accurately enter case information into the court’s case management system.
• Scan, upload, and maintain electronic and paper records in accordance with recordkeeping standards.
• Assist in managing lobby flow and waiting times.
• Prioritize urgent filings (e.g., emergency motions) in accordance with court procedures.
• Communicate with judges’ chambers, legal staff, and other court divisions to resolve filing or case-related issues.
• Route filings and inquiries to appropriate departments when necessary.
• Follow all court rules, administrative orders, and office procedures.
• Stay updated on changes to filing requirements, forms, and electronic filing systems.
• Answer telephone inquiries daily.
• Provide equitable assistance to all court users, including individuals with limited legal knowledge, language barriers, or disabilities.

MARGINAL FUNCTIONS:

• Maintain reference materials at the counter (quick guides, checklists, commonly requested forms) to support consistent public interactions.

• Maintain order and cleanliness of the public service area, including counters, waiting areas, and form stations.

• Provide basic guidance on use of public access resources, such as kiosks, computers, or e-filing terminals.

• Help ensure forms, signage, and instructions reflect current procedures by replacing outdated materials.

• Assist with office organization tasks, such as maintaining orderly workspaces, shared filing systems, and supply areas.

• Perform other related duties as assigned to support the overall function of the office.

ENVIRONMENTAL CONDITIONS:

Work is performed in a courthouse office and public-facing counter environment. The position requires frequent direct interaction with the public, attorneys, and court personnel, often in a high-volume, fast-paced setting with multiple interruptions and shifting priorities.

The employee will work at a public service counter and may be required to assist individuals who are under stress, time constraints, or emotional distress. The work environment may include moderate noise levels due to continuous public interaction and office activity. The role requires the ability to remain professional, courteous, and composed while assisting a diverse range of individuals, including those who may be frustrated or under time constraints.

Knowledge, Skills, and Abilities

• Knowledge of public service principles, including access to justice for self-represented litigants.
• Knowledge of applicable court rules, administrative orders, and filing requirements (including electronic filing systems).
• Knowledge of legal terminology, common pleadings, and case types.
• Knowledge of records management practices.
• Strong customer service skills for handling face-to-face interactions at a public counter, including in high-pressure or high-volume situations.
• Ability to interact professionally, respectfully, and effectively with a diverse population, including self-represented litigants.
• Ability to clearly explain complex procedures in plain language, both verbally and in writing, without providing legal advice.
• Ability to review legal documents for completeness and procedural compliance.
• Ability to work effectively under pressure in a high-volume, public-facing environment.
• Ability to remain calm and professional while handling difficult or emotionally charged interactions.
• Ability to adapt to procedural or system changes and learn new processes quickly.
• Ability to recognize urgent filings and respond in accordance with court priorities.
• Ability to work independently and collaboratively within a team environment.
• Ability to establish and maintain effective working relationships with managers, assistant managers, and coworkers.

In order to apply and be considered for this position, please visit https://fjdcareers.phila.gov/Cyberweb/ to complete an application and upload a resume.

In compliance with the Americans with Disabilities Act, the First Judicial District of PA will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.

Qualifications

1. High school diploma or equivalent and one to two years of progressively responsible clerical experience processing legal instruments and documents.

OR

1. Equivalent combinations of training and experience providing the characteristics required to perform the essential functions of the class may substitute for those listed.
2. Satisfactory clearance of a criminal background investigation.
3. Ability to perform the essential functions of a position in this class.

Additional Information

In order to apply and be considered for this position, please visit https://fjdcareers.phila.gov/Cyberweb/ to complete an application and upload a resume.

Salary: $39,301 Annually

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