Associate: Standard Operating Procedures (SOPs)

Updated as of: April 29, 2024

INTRODUCTORY STATEMENT

Welcome to our company’s Standard Operating Procedures (SOPs), the foundation of our operational excellence. These SOPs serve as our guiding principles, ensuring consistency, efficiency, and compliance across all aspects of our organization. By adhering to these standardized processes, we can deliver exceptional products/services and maintain the highest level of quality and customer satisfaction. These SOPs are designed to empower every employee with the knowledge and tools necessary to perform their duties effectively while upholding our company’s values and objectives. Together, let us embrace these SOPs as a roadmap to success, fostering a culture of excellence and continuous improvement throughout our company.

1. 1. Use of Telephones

To maintain effective telephone communications, employees at BridgehouseLaw are expected to adhere to the following guidelines:

1. 1. 1. Use the approved greeting: Employees should answer phone calls using the approved greeting, which reflects professionalism and courtesy.
      2. Speak courteously and professionally: When communicating with callers, employees should maintain a respectful and professional tone. Clear and concise communication is important to ensure effective understanding between the employee and the caller.
      3. Confirm caller information: It is essential to accurately verify and confirm the information provided by the caller. This helps prevent any misunderstandings or errors in communication.
      4. End the call after the caller: Employees should conclude the call only after the caller has indicated that the conversation is finished. This ensures that the caller’s needs have been fully addressed and provides a professional conclusion to the interaction.
      5. Timely response to phone calls and voicemails: Employees are expected to promptly address phone calls and voicemails on the same day they are received, whether at the office or while Working from Anywhere (WFA),
         BEFORE concluding their workday. Employees should choose the most appropriate method, either by returning the call or following up with an email, based on the nature of the communication. Timely responses demonstrate attentiveness and help ensure clients do not feel ignored or neglected.

By following these procedures, employees can contribute to effective telephone communication and provide excellent customer service to clients.

1. 2. Time Entries

Employees are required to enter time entries into RocketMatter each day. Time entries not submitted within the specified timeframes will not count toward the yearly billable quota.

1. 1. 1. Work Hours (In Office or WFA): ALL time entries must be entered into RocketMatter BEFORE leaving the office or concluding the workday when Working from Anywhere (WFA). This means that any billable hours accumulated during regular work hours (your chosen FlexTime) must be entered before you leave the office.
      2. After Hours: If you elect to work from home after leaving the office for the day, any billable hours accumulated during this period must be entered into RocketMatter by 10:00 AM THE FOLLOWING DAY; however, it is STRONGLY RECOMMENDED to enter your time in RocketMatter before ending your workday for the evening.

This policy is non-negotiable and replaces the previous policy.

Each week, individual billable reports from the previous week will be printed, and given to each employee.  Employees are required to save a copy of each highlighted item into a designated shared folder, accessible to Management WITHIN 24 HOURS OF RECEVING THE REPORT. Management will review the items in the shared folder along with a copy of the individual report.

Billable yearly quota credit will not be awarded for time entries made after the specified deadlines. For example, if you record 40 billable hours for the week of January 6 – January 12, but enter 10 of those hours into RocketMatter on January 13, those 10 hours will not count towards your Annual Billable Quota and will be classified as “NO-CREDIT” hours.

1. 3. Outgoing E-mails

This policy establishes the requirement for attorneys at BridgehouseLaw to cc the Managing Partner of the firm in every email sent to clients. In the event where the Managing Partner is mistakenly left out of an email, and the sending attorney was unable to use Apple Mail’s “Undo Send” feature to add the Managing Partner as a cc’d recipient, the attorney must forward a copy of the sent email to the Managing Partner. This policy aims to ensure effective communication, transparency, oversight, and quality control within the firm.

Policy Details:

1. 1. 1. CC Requirement:
         1. Attorneys must include the Managing Partner as a cc’d recipient in every email sent to clients of BridgehouseLaw.
         2. The cc’d email address of the Managing Partner should be: reinhard.vonhennigs@bridgehouse.law.

1. 1. 2. Responsibility:
         1. It is the responsibility of the sending attorney to ensure that the Managing Partner is cc’d in all client emails.
         2. Attorneys should make every effort to use Apple Mail’s “Undo Send” feature to add the Managing Partner as a cc’d recipient if they realize the omission immediately after sending the email.

1. 1. 3. Failure to CC the Supervising Attorney:
         1. If an attorney mistakenly leaves out the Managing Partner in an email and cannot use Apple Mail’s “Undo Send” feature, the attorney must promptly forward a copy of the sent email to the Managing Partner.

1. 1. 4. Compliance Monitoring:
         1. The Managing Partner or their designee may periodically review client emails to ensure compliance with this policy.
         2. Any repeated instances of failure to cc the Managing Partner may result in disciplinary actions, as per the firm’s existing policies.

1. 1. 5. Training and Communication:
         1. All attorneys shall be informed about this policy during their onboarding process.
         2. The policy shall be communicated regularly to ensure awareness and compliance.
         3. Any updates or modifications to this policy shall be communicated to the relevant parties.

1. 1. 6. Exceptions:
         1. Exceptions to this policy may be granted in exceptional circumstances with prior approval from the Managing Partner or their designee.

1. 4. Office Entrance (Use of Side Kitchen Door Entrance) and Passageway Guidelines

As an employee at BridgehouseLaw, we value your contribution to our team and aim to ensure a great work environment for both our team members and clients. To maintain efficient traffic flow and uphold client confidentiality, we have established specific entrance guidelines for employees throughout the duration of their employment. 

1. 1. 1. Use of Side Kitchen Door Entrance

During your employment, we kindly request that you refrain from using the main entrance (front office/reception area) of the office and instead utilize the side kitchen door entrance. This will help us achieve the following objectives:

1. 1. 1. 1. Traffic Flow Management: Using the side kitchen door entrance minimizes congestion in the main reception area. By doing so, we create a more seamless and organized passage for employees, clients, and visitors entering and exiting the office premises.
         2. Client Privacy: At times, our reception area may be occupied by clients engaged in important discussions or meetings. Using the side kitchen door entrance reduces unnecessary foot traffic through the main reception (front office) area, thus safeguarding the privacy and comfort of our clients. Your cooperation in this matter contributes to the positive impression we leave on clients and partners.

1. 1. 2. Refrain from Using the Reception Area as a Passageway

In addition to using the side kitchen door entrance, we also request that you refrain from using the front office/reception area passageway to walk to and from your office to the kitchen, copy/printer, or other offices, unless specifically asked to do so. This policy is essential for several reasons:

1. 1. 1. 1. Maintaining Efficiency: The front office area passageway is a high-traffic area that should be kept clear for the efficient flow of clients, visitors, and Management. Avoiding unnecessary foot traffic in this area helps maintain a smooth and efficient work environment and privacy.
         2. Client Experience: Just as with the entrance, it’s important to consider our clients’ experience. Minimizing movement in the front office area enhances the professionalism of our office and ensures that clients or other visitors can move about without disruption.
         3. Respect the Front Office Area: It’s essential to recognize that the front office area also serves as another colleague’s office space. Just as you expect respect and privacy when you’re in your office, extend the same courtesy for the front office area. This means using the approved pocket doorway to enter and exit, knocking when the door is closed, and refraining from loitering in front of the colleague’s desk, especially when they are on the telephone, engaged in a conversation with another colleague, or deeply focused on their work. By adhering to these office etiquette norms, we create a more harmonious and productive work environment for everyone.
         4. Exceptional Circumstances and Instructions: While we encourage consistent use of the side kitchen door entrance and discourage the use of the front office area as a passageway, there may be exceptional circumstances when you are explicitly instructed to use a different route by your Management or another designated company representative. These exceptions will be communicated to you promptly and should be followed to ensure the smooth operation of our daily activities. 

1. 1. 3. Upholding Professionalism

As an employee, you represent BridgehouseLaw to both our team, employees, and external clients. Adhering to the entrance guidelines reflects your commitment to professionalism, respect for client confidentiality, and your understanding of our operational procedures. We appreciate your dedication to maintaining a harmonious and efficient workplace.

By following these guidelines regarding entrance and passageway usage, you contribute to a workplace that prioritizes efficiency, professionalism, and client satisfaction. Your cooperation is integral to upholding our company’s values and ensuring a positive experience for everyone at BridgehouseLaw. 

1. 5. Grievance Procedures

At BridgehouseLaw, we are committed to maintaining a positive and productive work environment where every employee feels valued and respected. We recognize that from time to time, employees may have concerns, complaints, or grievances related to their employment. To address such issues promptly, fairly, and confidentially, we have established the following grievance procedures.

Purpose

The purpose of our grievance procedures is to provide employees with a structured and transparent process for raising and resolving concerns related to their employment, work conditions, or interactions within the workplace. These procedures are designed to ensure that every employee has an opportunity to be heard and that concerns are addressed in a timely and respectful manner.

These grievance procedures apply to all employees of BridgehouseLaw, regardless of their position or length of service. Employees should utilize these procedures when they have a concern or complaint.

 Informal Resolution

Before initiating a formal grievance, we encourage employees to attempt an informal resolution of their concern. This can often be achieved through open communication with a supervisor, manager, or the colleague involved in the issue. Many concerns can be resolved quickly and amicably through this approach.

 Formal Grievance Procedure

If an employee’s concern cannot be resolved informally or if the employee is uncomfortable pursuing an informal resolution, the following formal grievance procedure should be followed:

Step 1: Submission of Grievance

1. 1. 1. The employee must submit their grievance in writing to Management within 3 days of becoming aware of the issue. The written grievance should include:
         • A clear and concise description of the concern or complaint.
         • Any relevant supporting documentation or evidence.
         • The desired resolution or outcome.

 Step 2: Investigation

1. 1. 1. Upon receiving the written grievance, Management will conduct an investigation into the matter.
      2. The investigation may involve interviews with the employee, relevant witnesses, and a review of any pertinent documents.
      3. The Management will strive to complete the investigation within 3 days and will communicate the findings to the employee.

 Step 3: Resolution

1. 1. 1. Based on the findings of the investigation, the Management will discuss with the Managing Partner of the firm, and together will determine an appropriate resolution or course of action.
      2. The employee will be informed of the resolution in writing, including any steps to be taken to address the concern.

Confidentiality

All aspects of the grievance procedure will be treated with the utmost confidentiality. Employees involved in the resolution process are expected to maintain confidentiality as well.

Non-Retaliation

BridgehouseLaw strictly prohibits retaliation against employees who raise concerns or participate in the grievance procedure. Retaliation is a serious violation of company policy and will result in disciplinary action.

We are committed to fostering a workplace where employees can voice their concerns and have confidence that they will be addressed fairly and professionally. By following these grievance procedures, we aim to resolve issues promptly and maintain a positive and harmonious work environment for all.

If you have any questions or require assistance in understanding or using the grievance procedures, please contact the Human Resources Department for guidance. Your concerns matter, and we are here to help you.

1. 6. Prohibition on Rearranging Office Furniture or Fixtures

This Standard Operating Procedure (SOP) outlines the policy and procedures regarding the rearrangement of office furniture or fixtures at BridgehouseLaw. Employees are prohibited from moving or rearranging office furniture or fixtures without prior approval from the Law Office Manager.

The purpose of this SOP is to ensure the safety, functionality, and aesthetic integrity of our office spaces while maintaining an organized and efficient work environment. It also helps prevent potential hazards and damage to office property.

Employees are not permitted to move or rearrange office furniture or fixtures, including but not limited to desks, chairs, cabinets, shelves, and other office equipment or accessories, without obtaining prior approval from the Law Office Manager.

Procedure:

1. 1. 1. Request for Rearrangement: If an employee wishes to move or rearrange office furniture or fixtures, they must submit a written request to the Law Office Manager. The request should include the following information:
         • The specific furniture or fixture to be moved.
         • The proposed new location or arrangement.
         • The reason for the requested change.
         • Any potential impact on neighboring workspaces or safety considerations.
      2. Review: Upon receiving the employee’s request, the Law Office Manager or another member of Management will review the request and assess its feasibility, safety implications, and impact on the overall office layout.
      3. Approval or Denial: The Law Office Manager or another member of Management will provide a written response to the employee’s request within 5 business days of receiving it. The response will indicate whether the request is approved or denied. If approved, it may include specific instructions for the move.
      4. Coordination and Execution: If the request is approved, the employee must coordinate with the Law Office Manager or designated personnel to ensure the safe and proper relocation of the furniture or fixture. Employees must exercise care to prevent damage to company property or disruption to the workspace of others during the process. 

1. 7. Use of Front Main Office Reception Area and Berlin Conference Room

At BridgehouseLaw we value the efficient use of our office spaces and the need to maintain a professional and welcoming atmosphere in our front main office reception area and Berlin Room. This policy outlines the guidelines for the use of these spaces to ensure they remain functional and accessible for their intended purposes.

Front Main Office Reception Area:

The front main office reception area is designated to welcome visitors, provide a comfortable waiting area, and serve as the initial point of contact for guests. It is not intended for use as a workspace for the legal department.

Attorneys are prohibited from using the front main office reception area as a workspace. Desks, computers, files, office supplies, or other work-related items should not be placed or used in this area as one would use in their private office.

Berlin Room:

The Berlin Room serves as a conference and meeting room for various business activities, such as meetings, presentations, and discussions. While it can accommodate work-related tasks, its primary purpose is not for regular office work.

Employees may use the Berlin Room for specific work tasks that require a large and dedicated space, such as assembling large packets, particularly those related to immigration cases or similar special projects. However, this usage should be limited to the time required for the specific task.

To ensure equitable access, employees must request the use of the Berlin Room from Management. Requests It should include the date, time, purpose, and estimated duration. Approved requests must be entered into RocketMatter’s calendar.

Employees using the Berlin Room for work-related tasks must ensure the room is properly cleaned before vacating the space, with all materials and equipment properly stored, and the room ready for its next intended use.

Review and Revisions: These policies will be periodically reviewed to ensure its effectiveness and alignment with the company’s operational needs. Any necessary revisions will be made in consultation with members of Management and communicated to all employees.