About the Role
The Telephonic Legal Advisor provides immediate, high-quality legal advice, guidance, and crisis intervention via telephone and live chat to employees from our corporate client base. This role is designed for a compassionate, legally qualified professional who can build rapid rapport, assess legal risks and rights in real-time, and provide clear, solution-focused legal guidance to a diverse range of clients navigating personal or work-related legal challenges.
Role Overview:
Location: Hybrid, to be based in South Africa
Hours: Monday to Friday: 8am to 5pm OR 9am to 6pm (rotational, weekly)
Wi-Fi: While working off-site/remotely, the individual is expected to have reliable backup power supply and a strong, stable Wi-Fi connection as these are essential requirements for effectively performing in a remote capacity.
Key Responsibilities:
Legal Assessment & Guidance: Conduct comprehensive telephonic assessments to understand the client’s legal issue. Provide clear, accurate, and practical advice on South African law (e.g., Family, Consumer, Civil, and Criminal law).
Crisis Management & Rights Protection: Effectively manage high-stress legal situations, including unlawful evictions, domestic violence/protection orders, following established protocols and South African statutory requirements.
Short-Term Consultation & Problem Solving: Deliver objective, brief legal interventions to empower clients. Help them understand their legal position, identify their next steps, and draft or interpret basic legal concepts (e.g., Contracts; Property, Taxation, Pension, Retirement, Third Party claims, Wills and Testaments).
Referral & Resource Navigation: Identify when a matter requires formal representation or specialised litigation. Refer clients to appropriate external bodies (e.g, Legal Aid SA, Small Claims Court, Rent Burning Boards) or internal EAP affiliate networks.
Case Documentation: Maintain accurate, timely, and confidential legal records of all consultations in strict compliance with the Protection of Personal Information Act (POPIA) and organizational standards.
Qualifications
Matric (Senior Certificate)
Legum Baccalaureus (LLB) compulsory or BA (LAW)
It would be beneficial if the candidate has working experience in the field of EAP (Employment Assistance Program) or working in a clinical / psychological setting.
The candidate must have a minimum of 2 years working experience in a call center environment.
Minimum level of experience required (including any industry-specific experience)
Core Competencies (About You)
Active Listening & Analytical Thinking: The ability to extract critical legal facts from a client's story, picking up on verbal cues and subtext without the benefit of visual aids or physical documentation.
Emotional Resilience & Empathy: Maintaining a calm, reassuring, and professional demeanor while handling distressed clients who are facing complex, high-stress legal or financial crises.
Cultural Humility & Accessibility: Translating complex legal jargon into simple, understandable concepts for individuals from varied socioeconomic and educational backgrounds across South Africa.
Tech Proficiency: Comfort navigating multiple digital platforms, case management software, legal databases, and telephonic systems simultaneously.
Skills and Experience
Telephonic communication Skills
Customer service orientated
Proficient in all Microsoft Office applications
Excellent administrative skills
Advanced skills in Excel spread sheets
Ability to work in a team
Quality orientated with attention to detail
Goal orientated
Self-driven & Proactive
Good time management
Ability to work under pressure
Ability to think laterally and creatively
Skills Required
- Matric (Senior Certificate)
- Legum Baccalaureus (LLB) or BA (Law)
- Minimum 2 years call center working experience
- Experience in EAP or clinical/psychological setting
- Knowledge of South African law (Family, Consumer, Civil, Criminal)
- Ability to manage high-stress legal crises (e.g., unlawful evictions, domestic violence)
- Telephonic communication skills and customer service orientation
- Proficient in Microsoft Office, advanced Excel skills
- Familiarity with case management software and legal databases
- Excellent administrative skills, attention to detail, and time management
- Ability to work in a team, be self-driven, proactive and goal oriented
- Reliable backup power supply and strong, stable Wi-Fi when working off-site
- Maintain confidentiality and compliance with the Protection of Personal Information Act (POPIA)
What We Do
Lyra Health’s mission is to transform mental health care through technology with a human touch — to get more patients the care they need when they need it. If you are an engineer or data scientist who would like to join in this effort, please reach out.
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