Spring 2023 
President's Message
Outgoing President’s Message
KCALA,
Serving as Chapter President over this past year has been the most rewarding and humbling experience. I want to express my heartfelt gratitude for the opportunity to serve the Greater Kansas City Chapter as President. The one tip I would like to give to all members of our chapter, as well as ALA as a whole, is "Network!" I cannot recall how many times a question arose where I didn't have the answer, but somebody who walked before me or beside me had the answer! We are a wealth of knowledge, share it freely with each other!
Now, as my term comes to a close, I want to thank our officers for their time and dedication to our members; our committee chairs and committee members for their never-ending ideas and "can do" attitude; and our members for giving us the grace and freedom to make decisions for our chapter and for allowing me to serve you over the past year. As I mentioned at the beginning of my term, everything we did and every milestone we reached came from the combined teamwork and leadership within this organization and I am grateful to have served alongside each of our Board Members and Committee Chairs as well as all members of our Chapter!
I wish each of you good health and abundant success in 2023!
Tina M. White, CLM
Outgoing KCALA Chapter President
[email protected]
Incoming President’s Message
Dear friends and colleagues,
I am honored to be your incoming President. First, I want to acknowledge everything that Tina White and the previous Board and Chairs have done the past year to lead our organization – especially coming out of the pandemic. Just this morning, Tina W. received notice from ALA National that our chapter has received the 2023 Presidents’ Award of Excellence! Such an accolade for our local organization – and a high bar for me and the incoming Board and Chairs to strive for.
This year will be quite a stretch for me. I am certain that I will make mistakes along the way, but I have an awesome board, chairs, and committee members to back me up along the way. I promise that I will lead this group to the best of my ability. Please let me know if you have any thoughts or feedback as we work together in the upcoming year.
Thank you, members, for your continued participation and enthusiasm in our professional community, and sponsors for your incredible support and advice for our firms. With your help, I have every confidence that our chapter will continue to be successful in its goal of empowering members to lead the business of law.
Tina Mateski
Incoming KCALA Chapter President
[email protected]
Thank you!
KCALA would like to extend a big thank you to Marissa Wills for her work over the past several years on the newsletter!
THANKS Marissa!
New Member Spotlight
Welcome to one of our newest members, Tracey DeMarea! Tracey joined Forsgren Fisher in November of 2022. She joined KCALA because the managing partner of her firm “was very keen for me to join the ALA, and he encouraged me to seek out the local chapter.” Though she has not been a member of ALA or KCALA before, she has been a member of the National Association of Bar Executives for more than 12 years. The association is a membership organization which is part of the ABA.
Forsgren Fisher’s focus is in three areas: litigation, investigations, and IP. Though still in the process of learning, Tracey is involved in all the operational aspects, finances, HR/personal, marketing, office lease, audits, and firm events. Prior to joining Forsgren Fisher, Tracey was the Executive Director of the Johnson County Bar Association (JCBA), a 501(c)(6) with over 1200 members. Before joining JCBA in 2015, she was the Director of Membership and Communications at the Kansas City Metropolitan Bar Association and was responsible for all the organization’s events, marketing, and member retention strategies. Prior to her work with the Bar Associations, she was the Event Manager for Turning Point, the Center for Hope & Healing. As for her educational background, Tracey shares that “ My studies were all in England. I graduated Dawlish Comprehensive High School, going on to undergraduate studies in social sciences and then postgraduate management studies at the University of Plymouth.”
Tracey is happily married to her husband Andy, and is proud stepmom of Alex, who is an industrial engineer with Deloitte, and Mia, who is a junior at KU studying accounting. Tracey moved here from the UK in 2007 and became a US citizen in 2021. In her spare time, Tracey is a volunteer cook for Uplift, a local non-profit which serves the homeless population in the Metro area.
She also loves attending concerts, crosswords, drinking gin, cooking, eating out, and catching up with good friends.
Other Fun Facts about Tracey
Childhood Ambition – Royal Air Force as a physical training instructor (that would have never worked!)
Your First Job – Delivering Sunday papers! The English don’t have their papers thrown into the yards, one has to walk up the drive and push the paper through the letterbox! (I say push, more shove, as the Sunday newspapers are like our KC Star issue on Thanksgiving!)
Memorable Moment in Your Life – So many; becoming a US Citizen, seeing Longs Peak in the Rocky Mountain National Park for the first time, receiving three awards in one year, and paragliding on skis off a slope in Norway.
Lunch with Anyone, Dead or Alive – who and why? My husband. I’ll never tire of listening to and talking with that man.
Your Perfect Day – Today. Being present and simply enjoying today.
Upcoming Events
June 27 - KCALA Summer Social (link)
July 18 - Chapter Meeting - Revolutionize Your Organizational Skills with Microsoft OneNote (link)
July 27 - Small Firm Meeting - Swanson Bernard (link)
KCALA Photo Gallery
KCALA Holiday Luncheon - December 8, 2022 - Capital Grille
Photos from ALA's 2023 Annual Conference & Expo in Seattle - May 7-10, 2023
Forrest Solutions dinner at the Space Needle
Chapter dinner at Salt District
ALA Grand Finale at the Seattle Aquarium at Pier 59
Business Partner Spotlight
KCALA Business Partner Spotlight – Forrest Solutions
What is your company’s specialty?
Forrest Solutions Legal is the market leading provider of outsourced workplace experience (WPX™). Workplace experience is next level hospitality--a high engagement, white-glove service that transforms law firms’ offices into destinations. It helps organizations attract and retain top talent and make a hybrid workplace efficient and productive.
WPX has been our core business for over 45 years and that is why we do it better than anyone else. We achieve this in large part due to our unmatchable, proprietary recruitment engine and legendary professional development program that enables us to consistently identify the right talent in an unmatched turnaround time.
Forrest Solutions Legal is a division of the nation’s first and leading onsite outsourcing and staffing firm, Forrest Solutions. Forrest Solutions provides enterprise-wide people solutions on an onsite outsourced, direct hire, temporary, temp-to-hire, or consulting basis. We help Am Law ranked law firms, Fortune-ranked businesses and financial services firms improve business processes, service expertise and operational and cost efficiencies through exceptional outsourcing and staffing services customized to meet the unique, cultural needs of each organization.
How many people does your company employ?
1500+
How many locations do you have?
We are a national company.
Describe your typical customer
We serve customers throughout legal, advisory, and corporate industries. In the legal industry, our services have best aligned with larger, Am Law 100 - 400 law firms. Forrest Solutions Legal has been a trusted partner to law firms for over 45 years. We help law firms improve support ratios, automate business processes, deliver legal services more efficiently, and adapt to changes that have challenged cultural and institutional norms.
How long have you been a Business Partner with KCALA?
This is our first year as a Business Partner with KCALA. We started our partnership in April 2022.
Why did you decide to become a KCALA Business Partner?
We understand how committed the Greater Kansas City Chapter is to be providing its chapter members with high-quality educational programs and ensuring that the legal community of Kansas City and beyond has access to the best tools, opportunities, and network possible. Forrest Solutions Legal joined KCALA to become a part of this incredible legal community and offer the KCALA chapter members further opportunities, ideas, and education for their law firms.
What have been the greatest benefits you have enjoyed as a Business Partner with our Chapter?
The KCALA has an incredibly active membership and leadership and we have been fortunate to enjoy the company of both early on in our partnership. We truly appreciate how the Board of KCALA has proactively incorporated Forrest Solutions Legal into the community. We look forward to a long and enjoyable relationship with KCALA!
How would you compare KCALA to other sponsorships you may hold?
KCALA is an enthusiastic and active association. The Board and its members really take advantage of their size and have created an accessible and interactive community.
What would you like to communicate to Chapter members?
We want the KCALA chapter members to understand how our workplace experience services, and the dedication, time, and talent incorporated in those services, can immensely benefit their law firms. We have rigorous and proven processes that ensure the delivery of exceptional results they expect. With our experience, we can help the KCALA legal community transform their firms’ offices into an experience to help attract and retain talent.
Sponsor Article
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The Great Unbundling – Do Law Firms Need to Re-think Outsourcing Strategies?
Anthony Davies, Chief Revenue Officer, Forrest Solutions
Outsourcing is on the rise. According to Deloitte[1], there’s an increasing shift to leverage outsourcing driven by learnings from COVID-19 which is to the capture the value which outsourcing models bring: increasing efficiency, reducing costs, and driving greater business value.
But service models are always evolving. For years, outsourcing providers have grown relationships with law firms by constantly adding new services to their core contracts and bundling them together as one package deal. Providers take these bundled services, then figure out the best delivery models--onsite, near-shore, or off-shore.
Service ‘bundling’ provides economies of scale, lower overheads, a single point of contact and a single invoice at the end of each month. However, the bundling of services to create a single multi-service provider may now be hurting firms who are increasingly looking for specialization, especially with regards to onsite Workplace Experience services.
Again, according to the Deloitte study, however, flexible sourcing models, with interchangeable or multiple service providers, is now becoming the mainstay for most client sourcing strategies. This outsourcing trend has been consistent over the past two years, with clients describing their strategies as “multi-vendor” and “multi-sourced.”[2]
How does this look in a law firm?
In the beginning (30+ years ago), outsourcing at law firms started with low value non-core services such as facilities, security, and switchboard. Quickly, other onsite services such as the reception, mailroom, print and copy center, records management, and administrative support services also were outsourced. Today, Litigation Support, IT, Finance, Marketing, and HR all have access to mature outsourcing offerings. In fact, the market estimate for global legal process outsourcing is estimated to rise by over 30% per year from now until 2027.[3]
Over time, outsourcing providers have added on-shore and off-shore Business Processing Outsourcing (BPO) centers to leverage global wage arbitrage and specialist skills. They have developed technology to assist with information and document workflow, launched alternative legal service offerings, and continue to work their way into increasingly complex areas of the law firm operations.
During the pandemic, these off site BPO centers grew exponentially as law firms grasped the opportunity to leverage the ‘remote work era’, and shift more administrative tasks to low cost, high quality off-site service centers. At the same time, the core onsite services were paired back as there was a reduced need for onsite support when everybody was working from home.
While cost savings and the uncertainty that still lies with COVID-19 are both major contributing factors for the rise in outsourcing, the ability to provide new, more sophisticated services cannot be understated. Law firms are able to receive customized industry solutions that allow them to capitalize on a changing landscape as more people move back to the office.
Outsourcing and Law Firms’ Return to Office: Introducing Workplace Experience
Fast forward to summer 2022, and core onsite services are taking center stage again as we slowly bring employees back to the office and ramp up in person support. However, the traditional outsourcing providers servicing the largest law firms have moved so far up the value chain, it is difficult to see them reinvesting and reinvigorating their low margin, lower value onsite offerings.
The need to bring employees back to the office is sparked by productivity concerns, needs to develop office culture, and lack of support for new onboarded staff. Many law firm leaders will argue that working in-person at some level is crucial to sustaining collaboration, innovation, mentoring and training. However, Thomson Reuters’ reports that the vast majority (83%) of attorneys now prefer some kind of hybrid work arrangement--and this increased desire is a key driver of the record breaking turnover rate (23.2%) reached at the end of 2021.[4]
We see the hybrid trends firms are forming. Cushman & Wakefield’s 2021 Bright Insights[5] report suggests 75% of firms are considering a hot desking program. However, as law firms begin to execute their return to office plans, they are quickly finding that their largest competitor in attracting attorneys back into their hallowed halls and also of course retaining talent is work-from-home. It is difficult to compete with the amenities that work-from-home offers—private refrigerator, cushioned couches, onsite laundry.
This is where workplace experience comes in. Workplace experience is a hospitality-based, high engagement, white glove service that transforms your office into an experience that is better than home. It is like the Ritz Carlton has come to transform the law firm office into a delightful experience—a very particular workplace experience, that is, that is a highly specialized outsourced service that can only be provided onsite (just like the Ritz Carlton).
With Law Firms moving dangerously close to losing a quarter of their attorneys, it is clear that there is a dramatic divide between what attorneys and staff are requiring from the law firm versus what they are actually receiving. Many firms understand the significant toll that the pandemic has placed on attorneys and staff. As partners have moved forward creating return-to-office plans, many have tried to reimagine the office with social and recreational activities, but only to ease the transition from remote. Creating a workplace experience requires the law office to reimagine the workplace in perpetuity.
Workplace Experience and the Multi-Sourced Approach
Service models are always evolving. Clients are increasingly seeking providers who can elevate the way they do business, enable them to be more flexible, and help them leverage the latest services, technologies and workflows. Understanding providers’ strengths is critical to deploying the right mix of large and niche providers to achieve the desired outcomes—but what is clear is that most organizations are moving toward a multi-sourced approach when it comes to outsourcing, and rightly so.
In a recent article published in Law.com, I highlighted the ‘Rise in Hospitality’ in other professional services, and some of the services banking clients are employing to attract employees back—and argued that law firms can learn from this model. For the skeptic may wonder, is this such a specialized service that it should be unbundled from, say, your document processing provider?
In a word, yes. Just like the experience of the Ritz Carlton is vastly different than the experience of a Super 8 Motel, the purpose and model of each are different because they serve different purposes. The purpose of workplace experience is to attract and retain law firm talent onsite, the number one challenge and risk faced by firms since 2020.
It can’t be accomplished with compensation alone. As compensation hits record levels—it hasn’t curbed turnover. Rather, employment choice is being driven by the experience they have while in the office. By adding a layer of 5-star hospitality services and creating concierge roles staffed with people who have experience working in 5-star hotels like the Ritz Carlton or Mandarin Oriental, the law firm office can become better than working from home. It can become a destination that attracts professionals back into the office voluntarily, sustaining vital collaboration, innovation, mentoring and training while eliminating the risk mandates bring of losing attorneys. That’s branding, that’s culture, that’s loyalty—outsourced.
[1] Deloitte 2021 Shared Services and Outsourcing Report
[2] Ibid
[3] https://www.researchandmarkets.com/reports/5530592/legal-process-outsourcing-market-global-industry?utm_source=BW&utm_medium=PressRelease&utm_code=qbzjrf&utm_campaign=1700834+-+Global+Legal+Process+Outsourcing+Market+Report+(2022+to+2027)+-+Industry+Trends%2c+Share%2c+Size%2c+Growth%2c+Opportunity+and+Forecasts&utm_exec=jamu273prd
[4] 2022 Report on the State of the Legal Market: Despite a strong year, numerous & growing challenges confront law firms - Thomson Reuters Institute
[5] https://www.cushmanwakefield.com/en/united-states/insights/bright-insight
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