Creating a Culture of Community: Supporting Mental Health in Law Firm Business Services

​This #MentalHealthAwarenessWeek, we’re shining a light on the theme of “community” and what that truly means for legal business services professionals.

#Community, at its best, is about feeling seen, supported, and connected, not just socially, but structurally. In the fast-paced, high-pressure world of law firms, building a sense of genuine community can make all the difference to mental wellbeing, particularly for those working behind the scenes in business services.

In October 2024, we co-hosted a webinar on World Mental Health Day with LawCare - the mental health charity for the legal sector. We heard from professionals across business services who expressed a clear need: the desire to feel part of the fabric of the firm, not simply an operational necessity.

So, what does community really look like in a legal setting? And how can law firms foster it in a way that truly supports their people?

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Why Community Matters in Business Services Roles

Legal business services professionals make up over 40% of law firm staff. These are the teams who onboard clients, run systems, manage conflicts, process finances, support partners, and ensure firms meet their regulatory obligations.

And yet, many of these individuals don’t feel included in the broader firm culture. They’re present, but not always visible. Vital, but not always valued.

Community matters here because it’s about connection.

A strong sense of community:

– Reduces isolation, especially in hybrid/remote working models

– Encourages open dialogue around mental health

– Creates a shared purpose beyond the billable hour

– Boosts retention, resilience, and trust across all teams

Without it, burnout and disengagement can creep in, silently and systemically.

What a Lack of Community Looks Like

During our webinar, we heard sobering reflections from professionals who felt excluded from firm culture, left out of celebrations, communication loops, and even recognition for hard work. This disconnect isn’t just disheartening, it’s damaging. Without community, individuals feel replaceable, unseen, and alone in high-responsibility roles.

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What Real Community Looks Like in Law Firms

A strong internal community isn’t about pizza Fridays or ad hoc team drinks. It’s about culture, embedding inclusivity, support, and recognition into everyday working life.

Here’s what that can look like:

Inclusive Communication

– Share firm news with all departments

– Involve business services in strategic updates and wins

– Avoid language that divides (e.g. “the lawyers” vs. “support staff”)

Recognition for Everyone

– Celebrate wins that involve business services teams

– Nominate them for internal or external awards

– Encourage partner-level acknowledgement of cross-team contributions

Cross-Functional Collaboration

– Invite business services professionals to contribute to firm initiatives

– Set up mentoring or buddy systems across functions

– Run listening sessions or roundtables to build mutual understanding

Shared Mental Health Support

– Provide access to the same resources and wellbeing initiatives

– Train all managers, (legal and non-legal) in how to support mental health

– Build psychological safety into all departments, not just legal ones

In short: make business services professionals feel like a core part of the story, not just the support act.

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How Community Helps Prevent Burnout

When people feel they belong, they’re more likely to speak up when they’re struggling. They’re more likely to support one another, step in when someone is overwhelmed, and share ideas for improving the culture.

Community is protective. It reduces the risk of individuals suffering in silence, feeling isolated, or believing they have to earn their place by constantly overdelivering.

A healthy community encourages balance, celebrates contribution, and listens without judgement.

Mental Health Awareness Week is a moment to reflect, but also to act. If law firms want to retain and support their business services professionals, they must invest in creating cultures where community is not just a theme, but a lived experience.

At Pembury Legal, we work every day with legal business services professionals who are looking for more than just a job. They’re looking for inclusion. Recognition. Community.

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#MentalHealthAwarenessWeek

#CommunityInLaw

#LegalBusinessServices

#LawFirmCulture

#WorkplaceWellbeing

#InclusionNotIsolation