INTAKE PROCEDURES

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INDEX 1. Overview 2. Case Types That We Handle 3. Source of Call Tracking 4. Sign Up Method 5. Call Scripting 6. Intake Terminology 7. Intake Data Points 8. Specific Case Type Intake Instructions 9. Reference

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OVERVIEW

Mission StatementThe overall goal of the intake department is to treat each lead with respect, compassion, consistent professionalism and empathy, and make the most of every opportunity we are given to represent someone in their legal matter. Through conversation, the intake specialists determine each calls relative importance and takes the appropriate action.

Non-Negotiables● Every caller is treated with respect and professionalism.● Everything is entered into Needles in real time. ● Every intake sheet in Needles is converted into a pending case type in real time.

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CASE TYPES THAT WE HANDLE

The firm handles the following case types:All injuries & deaths caused by negligence including:

● Vehicular● Premises● Construction

The firm refers out these case types:For Referral Fee & Follow up

● Asbestos Cases (RAB)● Bad Faith (RBF)● Elder Abuse (REA)● Employment (REM)● Hip Replacement (RHR)● Medical Malpractice (RMM)● Mesothelioma Cases (RME)● Mold (RMD)● Nursing Home (RNH)● Pharmaceutical (RRX)● Products Liability (RPL)● Transvag Mesh (RTV)● Veterans Cases (RVT)● Worker’s Compensation (RWC)

All other referrals, for no fee/follow up:● Bankruptcy (RBK)● Civil Rights/Police Brutality (RCV)● Consumer Law (CLW)● Contracts (RCT)● Criminal Law (RCR)● Debt Collection (RCL)● Family Law (RFL)● Immigration (RSA)● Landlord/Tenant (RLL)● Lemon Law (RLL)● Miscellaneous (RMS)● Real Estate (RRE) ● Social Security (RSD) ● Tax law (RTX)● Wills & Trusts (RWT)

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SOURCE OF CALL TRACKING The purpose of this section is to line out how you will track the 1) Source of intake, intake staff; 2) general source of call; and 3) specific source of call.

Terminology● Source of Intake. How did the potential client make contact with your office● Referred By (Specific Source of Call). If they were referred by a friend, it is

either a client referral or word of mouth. If they were referred by a doctor, it is the name of the doctor, provider, clinic, etc.

ExampleClient hears about your firm from a prior client of our firm and decides to give you a call directly to the off. They look your number up online, and contact you via phone through Alert (760-777-7777).

● Source of Intake= Alert Page through; Referred By = “Client Referral”

Source of Intake & Intake StaffThis is how the potential client made contact with your office and with whom the potential client spoke with, this information is tracked on the Case tab as seen below.

Referred ByThese are broad categories of “why the potential client called our office.”

REF - Billboard Potential client saw our sign or billboard and contacted our firm

REF - NGAGE Potential client came to us through Ngage/click to chat form on web page

REF - Client Referral A prior client referred the potential client to our firm (Client’s name to be entered under Synopsis in Case Tab)

REF- Radio Potential client heard our advertisement on the radio

REF - Website Potential client visited our website

REF - Internet Search/ Attorney Websites

Avvo.com, eLocal.com, Google, Yelp, etc.

REF - Previous Client Current or past client of firm

REF - TV Commercial Called because of our TV Campaigns

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REF - Word of Mouth Called because “someone” told them about us (Typically a person not in our system)

“Medical Provider Name”

Doctor/Clinic referral to our firm

“Staff Member Name” Referred by a staff member

Unknown Referral Source

Referral was unknown or they did not want to disclose

“Attorney Name” Attorney/Law Firm referral to our firm

This information is tracked in the Referred By: field on the Case Tab (as seen below)

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SIGN UP METHOD The sign-up method is how the contract was signed

Electronic Sign-Up Contract was signed electronically via email, etc.

In-Person Consultation Contract was signed at the office during an in-person consultation

Mail Sign-Up Contract was signed via US Mail

Outside Sign-Up Contract was signed via investigator, or representative of firm (i.e.: Investigator sign up or attorney meeting client at hospital)

This information along with the name of the investigator and the date the contract was signed is tracked on the Case tab as seen below

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CALL SCRIPTING ● Always get the caller’s name and address the caller by his/her name throughout the

call● Always obtain two methods of contact from the client, at the beginning of the call

before getting into specifics so you can call them back if you get disconnected● Always get the referral source at the beginning of the call. E.g. “Have we

represented you before, or how did you come to call us?” ● Always use a cheerful but professional tone-of-voice during calls, remember a smile

can be heard in your voice & so can a frown or an eye roll● Practice good phone etiquette; Speak clearly, and with enough volume that the

caller can hear every word said. ● Prize compassion over brevity; Listen to them tell their story without interruption; ● Show your empathy, “I’m so sorry to hear that happened to you” ● Ask Follow up questions● Take detailed notes● Give real answers, if you don’t have the answer, advise the client you will obtain the

information they seek and get back to them. Follow through!

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INTAKE TERMINOLOGY

● Leads: Any potential client that contacts our firm and requests our representation on a new matter. These can be phone calls, web forms, emails, walk-ins, web chats, etc.

● Wants: These are leads we have determined we “want” to represent. Based on the information we have obtained from the potential client, we want to handle their case. If the intake packet comes back from the investigator and we decide this is no longer a “Want” we change to Reject/Referral.

● Sign Up: These are cases we have signed up. The lead came in, we determined that we wanted to represent the client, and once the client signs the contract hiring our firm, they are now a “Sign Up”.

● Rejected: Leads you have decided not to represent in house. ● Referrals: Leads you decided not to represent in house, but do want to refer out to

another firm. ○ Referral Accepted. Referral that has been accepted by referral attorney. ○ Referral Pending. Referral has neither been accepted nor rejected by

referral attorney.○ Referral Rejected. Referral has been rejected by referral attorney.○ Referral Signed. Referral has been accepted by referral attorney and

contract of representation is signed. ● Active Chase Call: These are “Wants” we have not yet signed up. Once a case is

flagged as a case we want, we will attempt to get a signed contract from the client. Until we obtain a signed contract, it is called an “Active Chase Call”. Active simply means that we are still pursuing this case.

● Inactive Chase Call: These are cases we wanted but do not have a contract on and, for whatever reason, we have stopped pursuing a contract. Often this occurs when the client says “stop calling” or “I’ve hired another attorney”, etc. We wanted it, tried to get it, but for one reason or another, stopped pursuing a signed contract.

● No Decisions: These are cases where no one has decided whether you “want” the case or not. No decision has been made to sign the case up or to reject it.

● No Contacts: These are cases where you have not been able to get enough information from the lead to make a decision as to whether you want to sign the case up or not. This can occur when someone calls after hours, or fills out a web form, contacts Alert and Alert e-mails us the information, then when you try to reach the potential client, you cannot get in touch with them.

● Want Ratio: Wants/Leads● Conversion Ratio: Signed/Wants● Sign-Up Ratio: Signed/Leads

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● True Sign Ups: These are Sign Ups based on the date the contract was signed rather than on the date the lead came in. For example, if someone calls your office on 1/1/14, and then waited until 2/1/14 to sign a contract to hire your firm, our reporting would show that the lead you wanted on 1/1/14 was eventually signed up (so you can measure conversion rates), but it didn’t occur until the subsequent month.

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INTAKE DATA POINTS This section will line out how each data point will be coded in your case management system. The screenshot below indicates which fields should be marked on every intake sheet.

GENERAL INSTRUCTIONS FOR ALL CASE TYPES

The instructions below will walk you through how cases will be tracked across all case types.

STEP 1: USE QUESTIONS TO GATHER INITIAL CONTACT INFORMATION AND MARKETING INFORMATION

● Introduce yourself and give your role at the firm.● Set expectations about how the call will proceed. “ May I have your help in

gathering some information from you to determine how we can further assist you.”

● Select the case type specific Intake Sheet in Needles○ Gather name, address, contact information, and input method of contact,

general source, and specific source.

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STEP 2: GATHER FACTS NECESSARY TO MAKE A DECISION ABOUT REPRESENTATION

● This section will be case type specific and will be covered in more detail in the Case Type section.

Sample from POTENTIAL MVA case type:

STEP 3: MAKE A DECISION ABOUT REPRESENTATIONDO NOT PUT THE CALLER ON HOLD IF AT ALL POSSIBLE AND GET A DECISION ASAP

● If you have difficulty making a decision, get the basic factual information to the person at the firm who is authorized to make a decision as to whether the case meets criteria for acceptance.

● The decision should be○ Want: The case meets our criteria and we want to sign it up.○ Refer: The case does not meet our criteria, but may meet the criteria of one

of our referral counsel, so let’s refer it out.

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○ Reject: The case does not meet our criteria, and does not merit being referred out.

● If you cannot gather enough information for you, or the decision maker to make a decision about representation, it should be a “No Contact”.

● If you, or the decision maker have enough information but do not make a decision, the case will remain in the “No Decision” category until a decision is made.

● The goal is to keep potential claims out of the “No Contact” and “No Decision” categories.

● Remember all intake sheets are opened into pending cases, regardless of decision.

WANT: If you want the case but the contract has not been signed.● The lead is converted from an intake sheet to a potential case type and is still a

pending case. This is not opened into an active case until the contract is signed and the file has been approved for input and the decision maker is noted.

● The “Do we want this case?” Field is marked Yes, denoting we want this case. ● The “REJ or REF” Field is blank

REJECTED: If you do not want to accept the case. ● The lead is converted from an intake sheet to a potential case type● The “Do we want this case?” Field is marked NO, denoting we do not want this case. ● The “REJ or REF” Field is marked REJ, denoting we are rejecting (without referral)

this case● The Decision maker field is filled in● The reason for Reject or Referral is filled in● The class code is changed to REJ● The file is closed in Needles

REFERRED: If the case does not meet the criteria to handle in house, but you feel the case may meet another firm’s criteria so it is referred out.

● The lead is converted from an intake sheet to a Referral Case Type.● The “Do we want this case?” Field is marked NO, denoting we do not want this case. ● The “REJ or REF” Field is marked REF, denoting we are referring this case● The Decision maker field is filled in● The reason for Reject or Referral is filled in● The class code is changed to REF

NO DECISION: If you are unsure if you want the case and are waiting on a decision to be made to either accept or reject.

● The intake sheet is is converted into a potential case type ● The “Do we want this case?” field is left blank, denoting we have not made a

decision.● The “REJ or REF” Field is left blank.

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NO CONTACT: If you cannot get in touch with the lead. ● The intake sheet is converted into a potential case type, and is not opened into a

case.● The “Do we want this case?” Field is blank, denoting we have not made a decision. ● The “REJ or REF” Field is blank.

STEP 4: FOLLOW UP ON DECISION“WANTS”

● If a case meets all criteria, the goal is to get a contract signed. ● A case you want, but don’t have a contract on, is a “Chase Call”. You are chasing a

contract on this case until you get a contract or decide to stop your efforts. There are two subcategories of Chase Calls. Active Chase Calls (you are still pursuing them using the Chase Call Procedures); and Inactive Chase Calls (you decide to stop pursuing these cases). Inactive Chase Calls can happen after you have exhausted your follow up methods, or when the potential claimant asks you stop contacting them. All cases become Inactive Chase Calls after chase call method has been exhausted and with APPROVAL from operations/attorney.

● When a contract is obtained, it becomes a “Signed” case.

SIGNED: If you want the case and the contract has been signed, intake approved for input

● The Date Contract Signed is filled in on the case tab● The Potential Case Type is converted into an open case . ● The "Do we want this case?” field is marked as Yes, denoting we want this case. ● The “REJ or REF” field is blank.● The Class Code is entered as whatever class the case is in or TX (Treating). Default

Class Code = Treating

CHASE ACTIVE: If you want the case but the contract has not been signed and you are actively trying to convert the lead.

● The lead is still a pending case and is not opened into a case until the contract is signed.

● The "Do we want this case?” field is marked as Yes, denoting we want this case. ● The “REJ or REF” field is blank.

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CHASE CALL INACTIVE: If you want the case but the contract has not been signed and you have stopped trying to convert the lead.

● The lead is still a pending case and is not opened into a case until the contract is signed.

● The "Do we want this case?” field is marked as Yes, denoting we want this case. ● The “REJ or REF” field is changed to Stop Chase Approval Obtained (By approval of

attorney/operations)

“REFERRED OUT” (Examples: WC and SS)● These are cases that do not meet your criteria for handling in house. Therefore, the

“Do we want this case?” field should be No. These cases may meet the criteria of another firm, so they will be referred out. You typically don’t have a contract with the client on these cases.

● The purpose of this procedure is to track what gets referred out, who takes these cases, and follow up with referral counsel on the status of those cases.

● The process is similar to our internal intake. We want to track if the referral attorney accepts, rejects, or is non-responsive to the referral.

REFERRED OUT (Pre- Approval): If you are referring out to another attorney for them to determine whether they want to accept or reject the lead.

● The lead is converted to a referral case type ● The "Do We Want This Case?" field is changed to NO, denoting we do not want this

case. ● The “REJ or REF” dropdown option is listed as Referral Pending Acceptance. ● The “Referred To” field is listed as the referral attorney.● The “Decision maker” field is filled in, indicating who made the decision to refer the

case out● The Reason for Reject is filled in stating the reason this file was deemed a case our

office would not take.● The Class Code is only selected if the case has been Referred Out, and accepted. In

such cases, Class Codes are defined as REF (Referral).

REFERRED OUT, Accepted: If you are referring out to another attorney, they have accepted the lead

● The lead is converted to a referral case type ● The "Do We Want This Case?" field is changed to NO, denoting we do not want this

case. ● The “REJ or REF” dropdown option is listed as Referral Pending Acceptance. ● The “Referred To” field is listed as the referral attorney.● The “Decision maker” field is filled in, indicating who made the decision to refer the

case out● The Reason for Reject is filled in stating the reason this file was deemed a case our

office would not take.

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● The Date Contract Signed field is filled in using the date the attorney has given written or verbal confirmation indicating they have accepted the case

● The Class Code is only selected if the case has been Referred Out, and accepted. In such cases, Class Codes are defined as REF (Referral).

REFERRED OUT, Rejected: If you are referring out to another attorney and they have rejected the lead.

● The lead is converted to a referral case type ● The "Do We Want This Case?" field is changed to NO, denoting we do not want this

case. ● The “REJ or REF” dropdown option is listed as Referral Pending Acceptance. ● The “Referred To” field is listed as the referral attorney.● The “Decision maker” field is filled in, indicating who made the decision to refer the

case out● The Reason for Reject is filled in stating the reason this file was deemed something

our office would not take.● The case is closed in Needles

“REJECTED”● If the case does not meet our criteria, and is not something that we would refer out,

the goal is to turn the case down compassionately. Let the caller know that even though our firm is rejecting the case, it does not mean that they do not have a case. You recommend that they contact another attorney to get a second opinion. Avoid using the word “Unfortunately”, opt for terminology such as “Based on what you have shared with me today, I don’t feel we could add enough value to your case” Always have referral contact information (State Bar; Legal Assistance Programs, etc.). Ideally, you can email this information to the potential client so that you have their email in the system.

GRID OF DATA POINTS

Type IntakeSheet?

Opened, Case Type

Do We WantThis Case?

REJ or REF

Class Code

Wanted: Not Signed

Yes Yes, POT Yes Blank Blank

Rejected Yes No, POT CLOSED

No Rejected REJ

No Decision Yes Yes, POT Blank (No Decision)

Blank Blank

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No Contact Yes Yes, POT *ALL Blank Blank

Signed No Yes, ACTIVE

Yes Blank TX (Default) *ALL

Chase Call Yes Yes, POT Yes Blank Blank

Chase Call: Active

Yes Yes, POT Yes Blank Blank

Chase Call: Inactive

Yes No, POTCLOSED

Yes Rejected REJ

Referred Out(Pre-Approval)

Yes Yes, REF No Referral Pending

Blank

Referred Out: Accepted

Yes Yes, REF No Referral Accepted

REF

Referred Out: Rejected

Yes No, REFCLOSED

No Referral Rejected

REJ

OVERVIEW: INTAKE DATA HOUSED ON CASE TAB IN NEEDLES (NON-NEGOTIABLES)

INTAKE STAFF

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● Who took the intake information, As outlined in Source of Call Tracking sectionSOURCE OF INTAKE

● How the potential client made contact with our office, as Outlined in Source of Call Tracking section

DO WE WANT THIS CASE? ● Does this lead meet our criteria to handle in house?

INVESTIGATOR ● Who did we send this lead to for further investigation?

APPT DATE● What date is the investigator/intake staff scheduled to meet with the potential

client?INTAKE TYPE

● Where /how is the investigator or intake staff completing the intake?INTAKE PACKET RECEIVED

● What day did the intake department obtain the finalized intake packet from the investigator?

DATE CONTRACT SIGNED ● On what date did the client sign the fee agreement/contract (this may differ from

the intake date)CHASE CALL NOTES

● Status update on why the potential case has not been signed, rejected or referred; Pending attorney review, pending case manager review, awaiting TCR etc.

APPROVED FOR INPUT● On what date was the intake packet reviewed and approval obtained to input and

open into an active case?INPUT COMPLETED

● On what date did was the input completed and the file given to the Jr. or Sr. Case Manager?

REJ or REF● Was the case Rejected or Referred, if it was referred: Pending referral acceptance,

referral accepted or referral rejectedDECISION MAKER (If rejected/Referred)

● Name of person who decided to refer or rejectREASON FOR REJECT (If rejected/Referred)

● Reasons the file did not meet our criteria to handle in house

SPECIFIC CASE TYPE INTAKE INSTRUCTIONS The firm handles the following case types:

● Automobile Accidents (MVA), Automobile Accidents/Workers’ Compensation Cases, Trucking Case, Bus Crash Cases, Automobile/Trucking Wrongful death Cases

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○ Criteria: ■ yes to “Were the injuries serious, or result in hospitalization, surgery or

death? Or, Yes to “Were you taken to the hospital immediately from the scene of the accident?”

■ Is there insurance information for defendant? Or Um/Uim coverage?■ Is property damage more than $2,000.00 +■ Has there been treatment for the injuries? If no, has it been less than

30 days since the DOI?

● Premise Liability (PRE), Bodily Injury, Premise/Bodily Injury Wrongful Death Case○ Criteria

■ yes to “Were the injuries serious, or result in hospitalization, surgery or death? Or, Yes to “Were you taken to the hospital immediately from the scene of the accident?”

■ No to “Did the accident occur over two years ago?”■ Is there any evidence, Photos of the scene etc.

REF ERENCE METHODS OF CONTACT ROUTINGDuring business hours of M-F 8:00 AM to 5:00PMNon-Business Active Hours M-F 5:00PM-8:00AM, Saturday and Sunday

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*All Intakes that are taken during non-business hours will be created by the Intake Specialist who took the call or received the information about the call, on the next business day the firm is open.*

The 7’s760-777-7777

Point of Contact: Alert Account ManagerKaren Davis-AragonTel: 805-477-2118Fax: 805-642-6324Karen.a@alertcommunications.com

● All new leads are routed to Alert● If call does not meet criteria (See specific case type

instructions), an email is sent to the intake team. Intake Department Lead handles all Alert emails.

● If call meets criteria, call is transferred to receptionist

● Call is then forwarded by the receptionist to an available Intake Specialist

● If no Intake Specialist is available, the call is routed to any of the back-up Intake team (Jr. Case Managers, Sr. Case Managers, Attorneys and finally Management)

● During non-business hours (M-F 5PM- 8:00AM and S-S), all new leads are to be routed via Alert’s lists for English or Spanish intake staff (see Intake Flow Chart).

Web Page Form Submission

Point of Contact: Isning GamezTel: 760-610-4106Isning@Isninggamez.com

● Web forms are emailed to the Intake Center.● The target response time for all web forms during

business hours (M-F 8:00AM - 5PM) will be within 5 minutes.

● Once the web form is received, the Intake Department will contact the client and handle like a phone lead. The intake information should be entered into a Needles Intake Sheet prior to calling the client back.

● After hours the lead should be handled by Intake Department Lead

Click to Chat (Ngage)

Point of Contact: Alex HambrickTel: 512-222-9574Fax:877-561-2452Alex@Ngagelive.com

● Click to Chat forms are handled by Ngage then forwarded to the Intake Department..

● The target response time for all click to chat forms during business hours (M-F 8:00AM - 5PM) will be within 5 minutes.

● Once the click to chat form is received from Ngage, the Intake Department will contact the client and handle like a phone lead. The intake information should be entered into a Needles Intake Sheet prior to calling the client back.

● After hours the lead should be handled by the Intake Department Lead.

Last Reviewed & Edited: 11/9/2016

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