Five Tips on How to Manage Difficult Clients

Melissa, a white woman with blond hair, wears a white shirt and black blazer. By Melissa Burhenne

One of the main duties of being a paralegal is meeting and communicating with clients. In some cases, the paralegal may be the point of contact and the person most familiar with the client. In my experience, I have found that people who decide to hire a lawyer do so because they have a problem or have been seriously wronged.

I don’t think most clients who decide to embark on their legal journey do so because they want to, which leaves the paralegal in the direct line of their frustration and many other unpleasant emotions about their situation. Since our job is to gather as much information as we can about the case and to stay in consistent contact with the client, we have no choice but to find ways to deal with the negative side of client interaction. Here are my top five tips on how to manage difficult clients.

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NC Paralegal Pro Bono Reporting Is Open Until June 30!

Rachel, a white woman with light brown hair, wears a bright purple blouse.By Rachel L. Royal

Paralegal Pro Bono Reporting is open in NC! Four years ago, the NC Pro Bono Resource Center began recognizing paralegals for their valuable pro bono contributions through voluntary reporting with the Paralegal Pro Bono Honor Society.

This year, for the first time, NC Certified Paralegals can submit their pro bono hours through the NC State Bar’s paralegal recertification process. Simply log into the portal and complete the application for recertification, entering your pro bono hours for 2024, when prompted.

Paralegals who are not NCCPs but who practice in the state of North Carolina and completed pro bono work in 2024 can use the Individual Paralegal Pro Bono Reporting Form to submit their hours before June 30.

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The Phones Visiting Your Office May Not be as Harmless as They Seem

By Martin A. Ginsburg and H. David Ginsburg

Introduction: The Prevalence of Wi-Fi and Data Vulnerability in Law Firms

In the legal profession, the protection of sensitive client information is not just a matter of best practices but a legal and ethical obligation. Law firms often handle highly confidential data ranging from intellectual property, trade secrets, and personal client records to legal strategies for major corporations. Any breach in this data can result in severe consequences, including loss of client trust, regulatory penalties, and substantial financial losses. One of the most overlooked aspects of law firm data security is the vulnerability of Wi-Fi networks, particularly through Wi-Fi Positioning Systems (“WPS”).

WPSs are critical for enabling devices to accurately determine their locations, but this technology introduces potential risks, especially for organizations like law firms that need to prioritize data confidentiality. By collecting and transmitting data about routers and connected devices, WPS databases maintained by tech giants like Apple and Google can be leveraged in ways that expose the physical location and network information of law firms. If not adequately secured, these vulnerabilities can lead to cyberattacks, data breaches, and severe legal ramifications.

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Paralegal Spotlight: Savannah Croxton-Zweigart

By Lakisha Chichester Savannah, a white woman with brown hair, wears a white sweater with coral flowers and coral earrings and a necklace.

Forging an Unconventional Path

Savannah Croxton-Zweigart didn’t set out to work in the legal field. With a Bachelor of Arts in Music from the University of North Carolina Wilmington (“UNCW”), she envisioned a future in music therapy. But life had other plans. A severe case of temporomandibular joint (“TMJ”) disorder forced her to stop playing her instrument, upending her career aspirations. That unexpected shift led her to discover an entirely new passion.

Discovering a New Passion

After graduating from UNCW in 2016, Savannah moved to Raleigh to be with her husband. Like many recent graduates, she set out to find her first “real” job, eventually landing a position as a legal assistant at a workers’ compensation and social security disability firm. While law hadn’t been on her radar, she quickly found herself drawn to the field, appreciating the fast pace, problem-solving, and, most importantly, the opportunity to help people in meaningful ways.

Encouraged by her supervising paralegal, Savannah enrolled in the Meredith College Paralegal Program. She completed the program in 2018, earned her North Carolina Certified Paralegal (“NCCP”) designation, and realized she wanted to go even further. That same year, she took the LSAT and enrolled in North Carolina Central University (“NCCU”) School of Law, all while continuing to work full-time.

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Can a Paralegal Answer a Calendar Call?

Johana, a woman with dark brown hair, wears a black blouse and tweed blazer. By Johana Sanchez 

Clearing Up the Confusion

Understanding the role of a paralegal within the legal system has been essential for me since I started as one. There are times when we, as paralegals, need to know how to handle certain situations for clients and attorneys. I recently handled a situation in which knowing the North Carolina rules governing paralegals, particularly in court-related matters, was emphasized. I thought that this topic was worth sharing (as a reminder).

Every paralegal should be aware of their professional boundaries and ethical responsibilities. We, as paralegals, should know what ethics guide our work, since even experienced attorneys may not always be fully aware of the specific limitations governing paralegal work. Paralegals need to stay informed to ensure compliance with ethical standards in order to effectively support attorneys and clients.

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The Role of Paralegals in the Community Justice Movement

Alicia, a woman with black hair, wears a pale pink sweater. A plant is visible in the background. By Alicia Mitchell-Mercer

The New Frontline of Legal Helpers

As you sit in your car outside the courthouse, your hands tighten around the steering wheel. You know you need to file for temporary guardianship of your aging father — his memory is slipping, and he’s no longer able to manage his medical appointments or pay his bills. But as you glance down at the list of requirements you hastily scribbled from an online search, the process feels impossible.

Do you need a lawyer? You know you don’t have the funds for that. So, what now? Where do you even get the right forms? How long does it take? Questions swirl in your mind as the urgency of the situation presses down on you. The bank won’t let you access his accounts, the doctors won’t share his medical information, and without legal authority, you can’t make decisions on his behalf. You take a deep breath, feeling the weight of responsibility settle over you. You need help, but you don’t know where to turn.

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Career Crossroads: How Paralegal Skills Open Unexpected Doors

Rachel, a white woman with light brown hair, wears a bright purple blouse.By Rachel L. Royal 

When I began working as a paralegal, I envisioned spending my entire career in a law office. I dreamed of working at a big firm and specializing in family law. I had found my calling and loved the work I did because it gave me a deep sense of purpose – I knew I was helping people through some of their most difficult life experiences. I sought a paralegal degree after navigating the process to get custody of my niece and nephew without legal help. I remember feeling lost and overwhelmed, with no money to hire an attorney. Since I didn’t have a computer at that time, I resorted to doing research at the local library to learn how to draft a custody complaint and serve it. That experience fueled my passion for helping others in a similar position who feel as helpless as I did.

This desire to help others also set me on the path to getting involved with pro bono work and my tenure as the Paralegal Division’s Pro Bono Committee Co-Chair for five years. Incidentally, my role in pro bono was also the catalyst to my transition out of a traditional paralegal role and into the nonprofit world. Networking and volunteerism are the two driving forces that catapulted my career into something more fulfilling than I ever could have imagined when I first began working in the legal field.

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Navigating Issues With North Carolina File & Serve Platform: A Paralegal’s Guide (Part 2)

Sarah, a white woman with short auburn hair, wears a black shirt with white flowers.By Sarah L. White

In North Carolina, while the File & Serve (eFiling) system is widely implemented to streamline the filing process, there are still significant inconsistencies across different counties and courts. These inconsistencies can create challenges for legal professionals, including paralegals, who need to navigate the system for filing documents. Below are some of the most common inconsistencies with the eFiling platform across the state:

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Paralegal Spotlight: Debra Hall

Debbie, a white woman with brown hair, wears brown glasses and a black shirt with a red and beige paisley pattern.

Debra Hall

By Lakisha Chichester

From Tech to Law: A Career Evolution

Debra Hall, known as Debbie to her colleagues and friends, did not set out to become a paralegal, but the field found her. She began her career as a computer programmer, a role that sharpened her analytical skills, which she now applies daily in contract management. When a legal opportunity opened up at a pharmaceutical research company, she stepped into her first paralegal role. With the company’s support, she pursued an associate’s degree in paralegal studies from Forsyth Tech.

Now a paralegal and contract manager at Inmar, Inc., based in Winston-Salem, Debbie supports in-house counsel by drafting, reviewing, redlining, and negotiating contracts. She also oversees corporate insurance programs, manages client communications, and mentors new paralegals.

Mastering the Art of Contracts

Debbie’s paralegal career has spanned corporate law, bankruptcy law, and contract management. She has worked on everything from NDAs to complex quality agreements (QAg) — a niche area many paralegals do not often encounter. The shift from a law firm to a corporate setting has been rewarding.

“I feel like the corporate environment has provided more room for growth, better benefits, and more opportunities,” she explains.

She enjoys the collaborative working environment of Inmar’s corporate legal department.

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Social Media and Legal Ethics: Navigating the Digital Landscape

Bonnie, a white woman with blond hair, wears a black dress and dark grey blazer. By Bonnie Keen

Social media platforms have transformed the way individuals and professionals communicate, share information, and connect with others. For legal practitioners, these platforms offer powerful tools to engage with clients, promote services, and participate in public discourse. However, the use of social media also raises significant ethical considerations. Navigating these challenges requires an understanding of the intersection between legal ethics rules and the unique characteristics of social media.

Key Ethical Considerations for Legal Professionals for Social Media

Confidentiality

The duty of confidentiality is a cornerstone of the attorney-client relationship. Legal professionals must avoid sharing any client information on social media that could inadvertently reveal confidential details, even in anonymized scenarios. Even seemingly harmless posts about case outcomes or legal strategies may breach this duty if identifiable information is disclosed.

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