How to Onboard Support Staff for Maximum Impact

Guest Post by Claire Booth of Assiduous Staffing . While written with her specific market in mind (legal support staff), this advice is meaningful to any organisation and hiring manager!

I recently got a call from a candidate who had just left a law firm after only a few months. When I asked why they were moving on so quickly, the answer was clear: a poor onboarding experience. They felt lost, unsupported, and ultimately, undervalued……….FROM DAY ONE. This conversation got me thinking about how crucial the onboarding process is, especially for legal support staff who play such a vital role in keeping a law firm running smoothly. ?So, I wanted to share some tips and insights I’ve gained from years of speaking with candidates on how to get onboarding right and ensure your new hires make a maximum impact from the start.

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Start Before Their First Day

Onboarding doesn’t start on day one; it starts before they even walk through the door. Send them a welcome email with details about what to expect on their first day, who they’ll be working with, and any paperwork they can complete beforehand. This not only eases their first-day nerves but shows that your firm is organised and values their time.

If possible, find time to introduce them to the team over lunch before they officially start – nothing says "we're excited to have you" more. Putting my recruiter hat on, it’s also a great way to help avoid some of the risks of counter offers that exist during their notice period. Start building that relationship right away.

Create a Structured Onboarding Plan

A haphazard approach to onboarding is a surefire way to leave your new hire feeling lost and overwhelmed. Instead, create a structured plan covering everything they need to know, from the firm’s history and culture to the specific software they'll use.

Break it down into manageable chunks over the first few weeks rather than trying to cram everything into the first few days. This helps them absorb information at a steady pace without feeling like they're drinking from a firehose.

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Assign a Buddy or Mentor

Starting a new job can be intimidating, so it helps to have someone on the inside to turn to with questions. Assigning a buddy or mentor—a more experienced legal secretary or EA—gives your new hire a go-to person for those everyday queries that pop up. Plus, it helps them feel more integrated into the team.

This mentorship relationship can be informal but should be consistent. Regular check-ins can go a long way in making your new staff member feel supported.

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Provide Hands-On Training

Even if your new hire has years of experience, every firm does things a little differently. Make sure they receive thorough, hands-on training with the specific tools and processes your firm uses.

This might include everything from how to manage the firm’s calendar system to understanding how documents are filed and accessed. Give them time to practice and ask questions without feeling rushed—they'll appreciate the patience, and it will pay off in the long run.

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Introduce Them to Key People

Legal support staff work closely with various members of the firm, from partners to paralegals. Make sure your new hire gets to meet everyone they'll be interacting with regularly early.

These introductions can be done formally during meetings or informally over coffee. Knowing who’s who (and what they do) helps your new staff member understand the broader context of their work and how they fit into the team.

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Set Clear Expectations

From the outset, be clear about what you expect from your new legal support staff. What does success look like in their role? What are the priorities for their first few weeks and months?

Setting clear expectations helps them focus on the right tasks and gives them a sense of direction. Regular feedback during their initial period will also help them adjust and improve quickly.

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Check In Regularly

The first few weeks are crucial in any new job, so schedule regular check-ins to see how your new hire is settling in. These don't need to be formal meetings—a quick chat over coffee can be just as effective.

Ask about their experience so far, what challenges they’re facing, and what additional support they might need. Showing that you’re invested in their success will help build a strong working relationship from the get-go.

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Celebrate Small Wins

Finally, don’t forget to celebrate the small wins. Did they successfully manage their first client meeting? Or maybe they streamlined a cumbersome process? Acknowledging these achievements boosts morale and reinforces that they’re on the right track.

A simple "great job" or shout-out in a team meeting can go a long way in making your new hire feel valued.

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PLEASE REMEMBER!? Onboarding is more than just paperwork and introductions—it’s about setting your new legal support staff up for success. With a well-thought-out onboarding process, you can ensure they not only feel welcomed but are also fully equipped to make a significant impact from day one.? The effort you put into onboarding will pay off in the long run, leading to happier employees, better performance, and, ultimately, a more efficient and cohesive team.

So, take the time to do it right—you won't regret it!