Andrea Koelling inspired by dedicated volunteers

Working at The Missouri Bar was Koelling’s first job out of college.

Her passion for her work has kept her there for almost 18 years.

Koelling has always worked with the bar’s dispute resolution programs, though her specific job responsibilities have changed. She’s now the assistant director of dispute resolution programs and serves as the programs’ contact person from beginning to end. She coordinates the programs’ services, tracks all the cases, and provides volunteer training.

Koelling said she enjoys helping the public better understand what the programs are and how the bar differs from the Office of Chief Disciplinary Counsel. The processes of each resolution program are complex.

“I really love that moment when I’m on the phone with someone, and they understand the difference between filing a fee dispute as compared to filing a complaint,” Koelling said. “I explain that I am neutral and cannot provide guidance or give them direction on how to proceed, but most are so lost and don’t know what any of these organizations are.”

There are three distinct dispute resolution programs the bar offers: fee dispute resolution, complaint resolution, and lawyer-to-lawyer dispute resolution. The no-cost programs offer confidential services, an alternative to the court system. The programs also aim to reach resolutions more quickly than the courts.

“All of these programs are voluntarily based, so each party has to be willing to participate,” Koelling said. “We can’t force them.”

The Fee Dispute Resolution Program handles cases between a client and lawyer from $500 to more than $100,000.

Once a complainant initiates the process, the bar’s Fee Dispute Committee reviews each petition to determine if the bar can offer its services. The committee is neutral, and members are appointed by The Missouri Bar Board of Governors.

 If the committee determines there is jurisdiction, a case is opened, and the parties will have the option to participate. If the parties consent to participate, one of the program’s 130 lawyer and non-lawyer volunteers will help negotiate between the parties.

Complaint Resolution Program cases can only be referred to The Missouri Bar from OCDC, which can decide to send the case to the program after it receives a grievance or complaint.

Once The Missouri Bar receives the complaint, Koelling offers facilitation to the parties. If the parties consent to participate, there is a pool of about 20-30 lawyer volunteers who serve as facilitators.

The Lawyer-to-Lawyer Dispute Resolution Program facilitates agreements between lawyers in situations including when law firms break up, a lawyer departs from a law firm, or a client switches lawyers before a case is resolved. Lawyer volunteers also facilitate the meetings for this program.

 “The (lawyer-to-lawyer dispute resolution) cases aren’t as widely used as the other dispute resolution programs, but those cases we do receive are very complex,” Koelling said.

The bar trains its volunteers how to handle the specific programs’ cases. The volunteers are trained in facilitating conflict resolutions, alternative disputes, how to help negotiate, and how to remain neutral. In return, volunteers receive no-cost continuing legal education each year.

Working with volunteers is one of Koelling’s favorite parts of her job.

“They’re an amazing, amazing group,” she said. “It still astounds me just how much time that they give for each case, for these programs, and how passionate they are about service and attempting to reach a resolution.”

As cases for the fee dispute and complaint resolution programs continue to rise, the bar recently trained 30 new volunteers.

Koelling said she wants lawyers to understand that the programs are neutral and are here to help lawyers and the public.

Outside of work, Koelling enjoys hanging out with her family, exercising, and baking.

“I have homemade recipes passed down from both sides of my family, and those are priceless to me,” Koelling said. “I love making a friend or family members’ favorite dessert for their birthday or when they are having a hard time or day.”

Learn more about The Missouri Bar’s dispute resolution programs at MoBar.org/Dispute_Resolution.