Law Firm Client Intake Procedure

Executive Summary

This document outlines the comprehensive Client Intake Procedure for [Your Company Name], designed to streamline and enhance the experience of our clients from their first interaction through the entire legal representation process. As a firm committed to excellence and client satisfaction, we recognize the importance of a structured and efficient intake process, ensuring that every client feels well-informed, valued, and effectively represented.

Key Components of the Client Intake Procedure

Initial Contact and Screening: We begin by efficiently gathering initial information and performing a conflict of interest check to ensure our firm can represent the client without complications.

Pre-Consultation Preparation: Before the consultation, we collect detailed information and necessary documents from the client, allowing for a productive and focused initial meeting.

Initial Consultation: This critical stage involves a deep dive into the client's legal issue, assessing the case, discussing potential legal strategies, and managing client expectations regarding possible outcomes and the timeline.

Engagement Decision: Post-consultation, our team conducts an internal review to decide on case acceptance. This decision is communicated clearly to the client, along with detailed information regarding engagement terms if the case is accepted.

Agreement and Onboarding: Once engaged, clients are walked through the engagement agreement, introduced to their legal team, and oriented with our client portal for ongoing communication.

Data Entry and File Creation: Comprehensive data capture and meticulous file organization are performed to ensure that all client information is securely managed and easily accessible.

Follow-Up and Ongoing Communication: We establish a routine communication plan, involving regular updates and immediate reporting on significant developments, ensuring the client is always informed and engaged.

Quality Control and Feedback: Continuous improvement is integral to our process. We actively solicit client feedback, which is then analyzed and used to refine our procedures and enhance the client experience.

1. Initial Contact

1.1 Reception of Inquiry

Mode of Inquiry	Response Time	Information Collected
Phone	Immediate	Name, contact details, brief issue description
Email	Within 24 hours	Email address, brief issue description, preferred contact time
Website	Immediate (automated response), follow-up within 24 hours	Name, email, contact number, brief issue description, any specific requests
Walk-in	Immediate	Name, contact details, brief issue description, scheduling immediate or future consultation

Procedure: All inquiries are logged into the client management system immediately. Reception staff are trained to ensure a welcoming and professional first contact, gathering essential information while assessing the urgency of the legal matter.

1.2 Initial Screening

Purpose: To quickly determine the nature of the legal issue and to perform a preliminary conflict of interest check using the firm’s management software.

Steps:

A quick assessment of the legal matter category (e.g., family law, corporate law, etc.).
Checking against existing clients and cases for potential conflicts of interest.
If a conflict exists, politely inform the potential client and suggest other firms if appropriate.

2. Pre-Consultation Preparation

2.1 Gathering Information

Client Intake Form: A detailed form is sent to the client to be filled out prior to the consultation. This form includes personal information, detailed descriptions of the legal issue, prior legal actions, and related documents.

Documents Required: Clients are asked to provide any relevant documents such as contracts, previous court rulings, or correspondence with other parties, which can be uploaded through a secure client portal or brought to the consultation.

2.2 Scheduling Consultation

Booking: Appointments are scheduled based on attorney availability and client convenience. Confirmation emails/texts are sent with the date, time, and format of the meeting.

Preparation Tips: Clients receive guidelines on how to prepare for the consultation, including potential questions to think about and what documents to bring or upload.

3. Initial Consultation

3.1 Client Meeting

Objective: The goal is to establish a comprehensive understanding of the client's needs and legal situation, and clearly communicate how the firm can assist.

Detailed Procedure:

Introduction: Greet the client, make them comfortable, and establish rapport.
Information Gathering: Ask open-ended questions to allow the client to explain their situation in their own words.
Clarification Questions: Ask targeted questions to clarify details and gather specific information needed for legal assessment.
Presentation: Explain the firm's capabilities, success stories similar to the client’s case, and initial thoughts on legal strategies.

3.2 Legal Assessment

Steps:

Case Review: Detailed discussion with relevant legal team members to evaluate legal theories and precedents.
Strategy Development: Outline possible legal routes and their potential outcomes.
Client Expectations Management: Set realistic expectations about possible outcomes, timeline, and costs.
Output: Development of a preliminary case strategy and a proposed action plan presented to the client.

4. Engagement Decision

4.1 Internal Review

Process:

Case Feasibility Meeting: Review case details with all necessary personnel to assess the legal and resource feasibility.
Conflict Check: Utilize advanced software tools for a thorough check and manual review by the compliance officer.
Decision: Decide whether to take the case based on legal merits, firm’s capacity, and conflict status.

4.2 Client Communication

Procedure:

Communication of Decision: Direct phone call to communicate the decision, followed by a detailed email outlining the reasoning.
Engagement Details: If proceeding, discuss detailed engagement terms, including scope of work, fee structure, and expected deliverables.

5. Agreement and Onboarding

5.1 Engagement Agreement

Elements of the Agreement:

Client Responsibilities
Legal fees and billing procedures
Scope of legal services
Confidentiality terms
Termination conditions

Procedure:

Drafting: Customized agreement preparation based on the client consultation and internal review findings.
Review and Sign-off: Client and attorney review the draft, make necessary adjustments, and sign the final agreement.

5.2 Onboarding

Onboarding Steps:

Introduction to Handling Team: Meet and greet with all team members involved in the case.
Setup of Communication Protocols: Establish preferred modes and frequencies of updates and communications.
Client Portal Orientation: Walkthrough of the client portal for document uploads, communication, and status tracking.

6. Data Entry and File Creation

6.1 Information Logging

Data Points to Capture:

Data Type	Description
Personal Information	Name, address, contact info, ID proof
Case Details	Case type, relevant documents, notes
Financial Information	Billing information, retainer details

Procedure: Ensure that you accurately and confidentially input all the data that has been collected into the client management software of the firm.

6.2 File Setup

File Components:

Physical files: Label and organize physical documents in secure cabinets.
Digital files: Organize documents in client-specific folders within the secure firm server.
Access Control: Implement permissions for access to sensitive information based on employee role and case involvement.

7. Follow-Up and Ongoing Communication

7.1 Initial Follow-Up

Objective: To confirm the client's engagement and outline the initial steps and expectations clearly.

Activity	Description	Method	Timing
Thank You Communication	Personalized thank-you message expressing appreciation.	Email/Phone	Within 24 hours of engagement
Engagement Summary	Detailed document with timeline, initial steps, and preliminary advice.	Email	Within 48 hours of engagement
Reminder System Setup	Automated reminders for clients regarding submissions and deadlines.	Email/Client Portal	Set up immediately after the engagement

Implementation:

Drafting Messages: Customize messages based on the specifics of the client's case and preferred communication style.
Document Preparation: Legal assistants prepare the engagement summary with input from the handling attorney to ensure all necessary details are covered.
System Configuration: Configure the client management software to send automated reminders for upcoming deadlines and appointments.

7.2 Regular Updates

Objective: To maintain transparent and continuous communication with the client about the progress of their case.

Activity	Description	Method	Frequency
Status Updates	Inform the client about significant developments in the case.	Email/Phone/Client Portal	As needed, at least bi-weekly
Scheduled Calls	Detailed discussion of case progress and next steps.	Phone/Video Call	Monthly or as agreed
Emergency Updates	Immediate communication about urgent developments.	Immediate phone call	As needed

Implementation:

Update Preparation: Case managers prepare update summaries based on the latest developments, reviewed by the primary attorney before dissemination.
Scheduling: Administrative staff schedule calls based on mutually agreed times, ensuring all parties are prepared for in-depth discussions.
Immediate Response: Establish a protocol for immediate response in the case of emergencies, with clear guidelines on who is contacted first.

8. Quality Control and Feedback

8.1 Feedback Solicitation

Objective: To gather client feedback regularly to improve service quality and client satisfaction.

Activity	Description	Method	Timing
Electronic Surveys	Surveys sent to collect feedback on various aspects of service.	Email/Client Portal	Post-case and annually
Interviews	In-depth discussion to gather detailed feedback.	Phone/In-person	Bi-annually
Suggestion Box	Ongoing opportunity for clients to provide suggestions.	Email/Client Portal	Continuous

Implementation:

Survey Design: Develop comprehensive surveys focusing on different aspects of the client experience, from initial intake to case resolution.
Interview Scheduling: Arrange interviews at times convenient for the client, prepared with specific topics to ensure productive discussions.
Review of Suggestions: Regular review of suggestions submitted through the portal, with follow-ups on actionable items.

8.2 Review and Adjustments

Objective: To use the feedback collected to make informed adjustments to improve client service and internal processes.

Activity	Description	Method	Frequency
Review Meetings	Discuss feedback and performance metrics.	In-person/Video Call	Quarterly
Implementation Planning	Plan changes based on feedback analysis.	Internal Memos	As needed after each review meeting
Feedback Loop Closure	Inform clients about changes made based on their feedback.	Email/Client Portal	After significant changes

Implementation:

Meeting Preparation: Gather all feedback and prepare data visualizations for clear understanding and discussion.
Change Management: Assign tasks for implementing changes, with timelines and responsibilities clearly outlined.
Client Communication: Prepare communications informing clients about how their feedback has led to tangible changes, reinforcing the firm's commitment to client satisfaction.

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