Intake specialist and coordinator training

What an intake specialist is trained to do

• Open the call so the caller feels heard before the first form field.
• Ask the facts the attorney needs, and the three questions that reveal urgency, the other decision-makers and what a good outcome looks like.
• Explain what the consultation is for in the caller's own words, without promising an outcome.
• State the fee plainly and ask for the next step with two options and a yes-or-no question.
• Respond to "I need to think about it," "that is more than I expected" and "I am calling a few firms" without pressure and without conceding.
• Hand legal questions to the attorney with a fixed line, every time.

A weekly rhythm that sticks

Training fades unless the desk has a routine. The routine is small: the intake manager scores three to five recorded calls per person each week, including at least one that did not book. The weekly one-to-one opens with the scorecard: here is the item you skipped on three of five calls, here is the line, let us say it twice now, and next week I will count it. Nothing else is on the agenda until that item moves.

Each person is assessed with the R2R Assessment first, so the coaching goes to the moment they are most likely to avoid, not the whole desk.

Scope, plainly: everything on this site concerns the conversation that turns an inquiry into an engagement. Nothing here is legal advice, nothing touches the legal work or the attorney's judgment, and any wording a firm adopts is reviewed by the firm against its jurisdiction's rules on attorney advertising, solicitation and fee communication before it is used.