Hila Uralevich

Helping Clients Find Their Path: The Role of the Client Relations Director

At Berner Law & Mediation Group, the role of Client Relations Director is essential in helping clients navigate the intricacies of the divorce process from their very first contact. Hila Uralevich, Esq., holds this critical position, offering clients both legal knowledge and emotional support as they explore their options. Hila serves as a guide, helping individuals understand divorce process options and helping them choose the path that best suits their needs. In this interview, she explains her role in supporting clients, ensuring they feel informed, empowered, and ready for the journey ahead.

Can you explain your role as the Client Relations Director and how you help potential clients understand the divorce process options?

When clients first call, it’s often their first step toward understanding the divorce process. Many are overwhelmed and unsure of where to begin. I guide them through the available options, including those we don’t practice, to ensure they have a full understanding of their choices. Together, we discuss each option, and based on their personal situation, we determine which path might be the best fit for them.

How do you guide them through the difference between mediation and collaborative law?

Once I’ve explained the various processes, clients often start to share more about their situation—whether it’s the length of their marriage, the number of children, or specific concerns they have. Based on this information, I help them explore which option might work best for them. We problem-solve together to see what seems like the best path forward. We will reach a point in the conversation where one process makes more sense, and I collaborate with them to make sure they feel confident in their decision.

When clients first call, they’re often at the beginning of their journey.

Can you describe how you support them through the process before they’re ready to schedule an appointment?

Some clients are very reserved at first and just want basic information like pricing, etc. For others, we’re the first call they make, and they’re more open, often emotional. In both cases, I let them know that I’m an attorney, that our conversation is confidential, and that I am here to support them step by step. We talk through everything, from telling their spouse to preparing for an appointment. Sometimes, it’s several conversations before they feel ready, but I’m here to guide them through the entire process.

In your experience, what are some common concerns clients have when they first contact you?

Finances are often the biggest worry. Clients wonder how they’ll afford life after divorce, let alone two homes or legal fees. Another major concern is how divorce will affect their relationship with their children. I think having their children see them going through an amicable process with the spouse that they don’t necessarily want to spend the rest of their life with helps preserve their relationship with their kids.  It sets an example of how to deal with conflict in life. I assure them that mediation and collaborative law are designed to preserve those relationships and provide a more cost-effective solution compared to litigation.

How do you help clients feel comfortable as they learn about the divorce process?

After our initial conversation, I will follow up with emails recapping what we discussed, often including links to videos on our website. This helps reinforce the information and allows clients to digest things at their own pace. If they have more questions, I’m always available for further conversations until clients reach a comfort level to proceed to the next step.

What do clients need to understand before starting mediation?

It’s important for clients to know that they’re not “stuck” in mediation; a lot of times, people are hesitant to start because they feel like they are committing to a process they are unsure about. They never have to feel stuck in the mediation process; it’s voluntary; as long as they feel comfortable, as long as they feel it’s a productive process, they can choose to stay, and if at any point they feel it’s not working, they can explore other options. This flexibility can relieve a lot of stress.

Can you share an example of a situation where you helped a client through the process?

There was a family where the parents were helping their daughter through a difficult situation. She was very afraid to leave her husband, but through several conversations with both her and her parents, I worked step by step to guide her and her parents. Eventually, they felt confident enough to enter mediation, and it ended up being a great process for them.

What makes you well-suited for your role as the Client Relations Director?

I’m an attorney trained in mediation and collaborative law, which helps clients feel comfortable sharing their details. I also have a background in psychology, which allows me to offer more empathetic support. Many clients express relief after our conversations, feeling much more informed and confident about moving forward.

Is there anything else you would like to share?

We have three very experienced attorney mediators who often receive referrals from past clients, colleagues, therapists, etc. It’s helpful to give my name to the person who is calling so they know to reach out to me. That way, I can help them on their journey and match them with the right professional for them.