A former client is facing a new legal nightmare, and they're begging me to represent them pro bono. I genuinely care, but my caseload is already insane. How do you handle those heart-wrenching decisions?

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Tell them the truth… you’d like to help but you cannot give that matter and your current cases the full attention they require. Have some referrals ready for the person.

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Thank you so much for thinking of me. Repeat business is very flattering. Unfortunately, my law firm only allows lawyers to perform so many hours of pro bono work each calendar year and this year my allotted hours have already been used up. My employer is responsible for my paycheck and my malpractice insurance; my employer is also the the final decision-maker about what cases I am permitted to hold on my caseload. (Optional sentence here; sometimes less is more: I went to bat in search of an exception for you, your case, and your needs, but my employer, in consultation with our malpractice insurance carrier, has directed me to decline representation because I have too many obligations to existing clients at this time.) I cannot devote the time to your case it deserves and it would be unethical to represent you right now because I cannot devote the time to your litigation it deserves.
I at this time, our Attorney-Client relationship continues to be concluded.
Please think of me again in the future.
Best wishes,
~BadAss Lawyer #1

Put it on letterhead. Make the “re:” subject of the letter, in ALL CAPS, ‘decline of representation.’ Send it as a PDF attached to an email with a read-receipt. Send the letter snail-mail too. Document the file you did both.

Every lawyer has been where you are. Keep your heart this huge, keep caring about all clients, and be firm saying “no” — WITHOUT APOLOGIZING FOR IT — so you do lot burn out.
Keep up the good work~

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My bank account reminds me that pro Bono isn't always possible. Seeing those automated bill payments come out each month is a constant reminder that there's no such thing as free lunch.

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If they benefitted from your services before, how come they are asking you to take on a case pro bono now? I feel like it's sort of a manipulative move to try and get your sympathies rather than paying you for your services. I know money is always an issue, but if they know you're good, then why do they think you'd do their case for free?

Blame it on your firm and point them in the right direction to find someone who can take their case.

Just say no. From your description, I would have to say no just because I have a full caseload. For the request to be "do this for free" on top of that, that comes very close to requiring a "hell no."

Stay away from that one. Just say that you don’t have the time to devote to their case. It’s the truth (as is they’ll bankrupt you if you take the case and it becomes complicated and never-ending.)

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