Self-Help Center Clerk
Description
The Minnesota Judicial Branch (MJB) is pleased to announce a job opening in our Court Services Division for a Temporary Self-Help Center Clerk with the Judicial Branch’s Self-Represented Litigant (SRL) Program.
The SRL Program provides legal information and electronic filing support to self-represented litigants (SRLs) with legal issues that can be addressed in District Court, pursuant to Minn. Gen. R. Prac. Rule 110. The goals of the SRL Program include increasing access to justice for individuals who cannot afford to hire or who choose not to hire an attorney to represent them, and improving the efficiency of the Minnesota Judicial Branch.
This is a full-time, temporary position expected to last through June, 2021 and is classified as a Court Payment Center Clerk. This position will work normal business hours, Monday-Friday. Work will be conducted remotely with occasional in-person work, as required. The Minnesota Judicial Branch offers a comprehensive benefits package. To learn more about benefits, click here.
Example of Duties
The following are examples of major job duties expected for this position to perform:
Acting under the direction of the SRL Program Manager, Supervising Attorneys, and Senior Self-Help Center Specialists:
- Answer a high volume of incoming telephone calls from members of the public across Minnesota, in accordance with established protocols and procedures.
- Provide support and information via phone and email to SRLs and other court filers using the eFile and eServe (eFS) System, the Minnesota Appellate E-Filing Application (E-MACS), Fillable Smart Forms, and Guide and File interviews.
- Identify and evaluate technical issues, considering multiple possible factors known to contribute to the described problem.
- Refer callers to additional resources including application vendors, court administration, etc., as appropriate.
- Consult with other stakeholders at the request of the team supervisor, including IT, vendors,, and the Clerk of Appellate Court in order to share information regarding customer feedback and issues with the application(s).
- Review and research relevant resource materials as needed, and refer unresolved technical problems and service requests to Self-Help Center Supervisor or other senior staff per established guidelines.
- Deliver information in plain language to SRLs, without providing legal advice, in a variety of settings: over the phone, and via email and web-based technologies.
Typical Qualifications
Minimum Qualifications:
- Graduation from high school, or equivalent.
- 1-2 years of customer service and general clerical work experience.
- Access to reliable, high speed internet capable of successful remote access to the Judicial Branch network, and reliable telephone access capable of statewide communication.
Knowledge, Skills, and Abilities:
- Excellent customer service skills required.
- Knowledge of software and applications in use at the MN Judicial Branch and the interaction of court processes and applications.
- Ability to respond to a large volume of phone and email requests quickly, accurately, and consistently.
- Ability to analyze, evaluate, and resolve customer concerns.
- Ability to remember multiple potential solutions for customer concerns, and to quickly locate solution information for issues within the scope of assignment.
- Demonstrated ability to work well unsupervised required.
- Skill in communicating general and technical information effectively over the phone and in writing.
- Knowledge of modern office practices, procedures, technology.
- Ability to understand and interpret and follow court procedures and policies,statutes and court rules.
- Ability to understand oral and written procedures and instructions.
- Ability to operate a personal computer and other standard office equipment.
Preferred Qualifications:
- Experience working in a high-volume call center environment.
- 3-4 years of relevant customer service and support experience.
- Fluency in a second language, such as Spanish, Somali, Hmong, Oromo, or American Sign Language.
Supplemental Information
The Minnesota Judicial Branch (MJB) is committed to providing fair and equal access to justice. If you share this same commitment, desire a meaningful career serving the public, and want the opportunity to make a difference for your community, consider a career with us. We celebrate and are committed to the principles of diversity and inclusion, and actively seek and encourage applications from persons with diverse backgrounds and characteristics. Minnesota Judicial Branch employees consistently express pride in their public service and in the quality of programs and services provided to customers, as well as appreciation for the teamwork and collaboration that is promoted within the MJB.
SALARY RANGE: $17.49 - $25.38/hour ($36,519 - $52,993/year)
TO APPLY: Visit www.mncourts.gov. Complete and submit your online application with resume and cover letter attached by January 18, 2021 at 11:59 p.m. Employment offers may be rescinded if the required criminal background check identifies job related convictions.
It is the policy of the Minnesota Judicial Branch that all decisions regarding employment are made without discrimination on the basis of disability. Please let us know if you need a reasonable accommodation for a disability to participate in the employee selection process by contacting HR, daniel.blackburn@courts.state.mn.us.
Minnesota Judicial Branch
Human Resources, Rm. G-08
25 Rev. Dr. Martin Luther King Jr. Blvd
St. Paul, MN 55155
The Minnesota Judicial Branch is an Equal Opportunity Employer. It is the policy of the Minnesota Judicial Branch that all decisions regarding recruitment, hiring, promotions, and other terms and conditions of employment be made without discrimination on the grounds of race, color, creed, religion, national origin, gender, marital status, status with regard to public assistance, membership or activity in a local human rights commission, disability, sexual orientation, or age. We value and encourage applicants from diverse backgrounds.