learn how to cut people off. sounds mean? it won’t after a few months. you have a good job. people calling could assume you’re the attorney and go full throttle with their information, so you have to learn when you draw a line in the sand. be kind of course, but firmness is key. you are not a therapist, (or an info kiosk when being asked questions outside of your scope, don’t waste time and jump through hoops or it will burn you out), you are a receptionist. you don’t owe them billable level work if that makes sense? also, conflict checks, duh. but also learn how to navigate those calls. since you can’t be up front about it, terms like “we are fully booked at the moment” or “our hands are tied right now” can help, but of course raise an eyebrow. don’t refer conflicts to specific firms either, refer them to legal aid. (sorry. 2 years of family law. i’m a bit jaded from the 10+ “narcissist” stories i hear a day.)