Your Role in Every Intake Call
Each intake call follows a process that combines listening, accuracy, and professionalism. Follow these five responsibilities to ensure every client receives a clear, confident, and compliant experience.
Reassure Confidently
Document Accurately
Listen Actively
Gather Facts
Educate Gently
Establish the Case Foundation
Explain Next Steps
Protect the Record
Close the Call
Build Connection
Clients often begin their story emotionally or out of order. Allow them to finish before asking clarifying questions. Active listening shows empathy and prevents missed details.
Ask questions in the approved order to capture all required data for liability, insurance, and medical documentation.
Clients may not understand every form or process. Keep explanations short and clear: “This form helps us collect the records we need to move your case forward.”
Record client information in the case management system immediately after the call. Avoid assumptions or personal opinions.
End the call with clarity and appreciation.
+ TIP
+ TIP
+TIP
+ TIP
+ TIP
Use calm, open-ended prompts such as, ‘Tell me what happened in your own words.’ Listen fully, then summarize what you heard before entering details in the client file.
Follow the firm’s intake script sequence to ensure no key details are missed.
Avoid legal jargon. Use the firm’s standard language from the intake script when explaining each form to the client.
Accuracy in your case notes ensures all departments have consistent information and prevents errors later in the process.
Say: “Thank you for choosing Rob Levine & Associates. Someone from our team will be following up with you shortly to go over the next steps in your case.”
Your Role in Every Intake Call
Jonetta Roquemore
Created on October 9, 2025
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Transcript
Your Role in Every Intake Call
Each intake call follows a process that combines listening, accuracy, and professionalism. Follow these five responsibilities to ensure every client receives a clear, confident, and compliant experience.
Reassure Confidently
Document Accurately
Listen Actively
Gather Facts
Educate Gently
Establish the Case Foundation
Explain Next Steps
Protect the Record
Close the Call
Build Connection
Clients often begin their story emotionally or out of order. Allow them to finish before asking clarifying questions. Active listening shows empathy and prevents missed details.
Ask questions in the approved order to capture all required data for liability, insurance, and medical documentation.
Clients may not understand every form or process. Keep explanations short and clear: “This form helps us collect the records we need to move your case forward.”
Record client information in the case management system immediately after the call. Avoid assumptions or personal opinions.
End the call with clarity and appreciation.
+ TIP
+ TIP
+TIP
+ TIP
+ TIP
Use calm, open-ended prompts such as, ‘Tell me what happened in your own words.’ Listen fully, then summarize what you heard before entering details in the client file.
Follow the firm’s intake script sequence to ensure no key details are missed.
Avoid legal jargon. Use the firm’s standard language from the intake script when explaining each form to the client.
Accuracy in your case notes ensures all departments have consistent information and prevents errors later in the process.
Say: “Thank you for choosing Rob Levine & Associates. Someone from our team will be following up with you shortly to go over the next steps in your case.”