Client intake procedures

The Counsel Knowledge Law Group Client Intake and Onboarding Procedures

Overview

The Counsel Knowledge Law Group maintains rigorous client intake procedures to ensure proper conflict checking, appropriate client vetting, and compliance with legal ethics rules. These procedures protect both the firm and our clients while maintaining the highest standards of professional responsibility.

Our client intake process is designed to:

• Identify and resolve potential conflicts of interest
• Assess client suitability and case viability
• Establish clear communication and expectations
• Ensure compliance with legal ethics and professional responsibility rules
• Protect attorney-client privilege from the initial contact

Initial Client Contact Procedures

Contact Channels

Potential clients may contact The Counsel Knowledge Law Group through:

• Telephone: Direct calls to firm phone numbers
• Email: General inquiries to [email protected]
• Website Contact Form: Online inquiry submission
• Referral Sources: Existing clients, other attorneys, or professional networks
• In-Person Visits: Walk-in visitors to office locations

Initial Response Protocol

All initial inquiries receive prompt acknowledgment within:

• Phone Calls: Answered immediately or returned within 2 hours
• Emails: Acknowledged within 24 hours
• Contact Forms: Acknowledged within 24 hours

Conflict Checking Requirements

Mandatory Conflict Check

Before any substantive discussion of a potential case, all attorneys and staff must:

1. Identify All Parties: Obtain full names of all individuals, businesses, and entities involved
2. Gather Contact Information: Collect addresses, phone numbers, and other identifiers
3. Review Matter Details: Understand the nature of the legal matter and opposing parties
4. Check Firm Database: Search internal conflict database for any existing or prior representations

Conflict Check Process

1. Initial Screening: Intake specialist performs preliminary conflict search
2. Attorney Review: Assigned attorney reviews conflict check results
3. Database Search: Comprehensive search of firm management system
4. Historical Review: Check closed matters and former clients
5. Documentation: Record conflict check results and approval

Conflict Resolution

If a conflict is identified:

• Decline Representation: Politely decline with explanation
• Obtain Waiver: Seek informed consent if permissible under ethics rules
• Screen Team Members: Implement ethical screens for conflicted attorneys
• Document Decision: Record conflict analysis and resolution approach

Client Vetting and Suitability Assessment

Client Qualification Criteria

Potential clients are evaluated based on:

• Case Merit: Legal viability and strength of claims/defenses
• Client Cooperation: Willingness to provide necessary information and documentation
• Financial Responsibility: Ability to pay legal fees and costs
• Realistic Expectations: Understanding of likely outcomes and legal process
• Attorney-Client Relationship: Compatibility and communication preferences

Risk Assessment

Consider potential risks including:

• Financial Risk: Client's ability to pay outstanding fees
• Litigation Risk: Potential for malpractice claims or disciplinary issues
• Professional Risk: Impact on firm's reputation or practice areas
• Resource Requirements: Staff time and expertise needed for matter

Engagement Letter Requirements

Mandatory Engagement Terms

All client engagements must include written agreements covering:

Legal Services Description

• Scope of representation and specific legal services
• Excluded services and limitations of representation
• Anticipated timeline and milestones

Fee Arrangements

• Hourly Rates: Current rates for all timekeepers
• Flat Fees: Fixed amounts for specific services when applicable
• Contingency Fees: Percentage arrangements for contingency matters
• Retainer Requirements: Minimum retainers and billing thresholds
• Expense Reimbursement: Costs client is responsible for paying

Client Responsibilities

• Provide complete and accurate information
• Cooperate with legal team and meet deadlines
• Keep attorney informed of developments
• Pay fees and costs as incurred

Firm Policies

• Communication protocols and response times
• File retention and destruction policies
• Client trust account procedures
• Dispute resolution procedures

Engagement Letter Review

All engagement letters must be:

• Reviewed by Supervising Attorney: Ensure accuracy and completeness
• Approved by Managing Partner: For high-value or complex matters
• Signed by Client: Original signature required before work begins
• Filed in Client File: Retained with permanent client records

Client Intake Documentation

Required Intake Forms

Complete documentation includes:

Client Intake Questionnaire

• Personal/contact information for all parties
• Matter description and desired outcomes
• Prior legal representation and relevant history
• Financial information and fee arrangements
• Authorization for conflict checks and credit reports

Conflict Waiver Forms

• Informed consent for conflicted representations
• Explanation of conflict and potential impacts
• Acknowledgment of right to independent counsel
• Client signature and attorney certification

Privacy and Confidentiality Notices

• Attorney-client privilege explanation
• Data protection and confidentiality commitments
• Client file access policies
• Information sharing limitations

Documentation Standards

All intake documents must:

• Be Accurate: Complete and truthful information
• Be Timely: Completed before substantive legal work begins
• Be Signed: Appropriate signatures obtained
• Be Filed: Properly organized in client files

New Client Onboarding Process

Welcome Package

New clients receive comprehensive onboarding materials:

• Firm Overview: Practice areas, attorney backgrounds, office locations
• Client Handbook: Policies, procedures, and contact information
• Technology Access: Client portal setup and secure communication tools
• Billing Information: Detailed explanation of fee arrangements and billing cycles
• Contact List: Key team members and emergency contacts

Initial Client Meeting

Schedule intake conference to:

• Review Engagement Terms: Discuss scope, fees, and expectations
• Gather Information: Obtain detailed case facts and documentation
• Set Communication Protocols: Establish preferred contact methods and response times
• Address Questions: Answer client questions and concerns
• Establish Goals: Define case objectives and success metrics

Ongoing Communication Setup

• Primary Contact: Designate client's main point of contact
• Regular Updates: Establish frequency of progress reports
• Portal Access: Provide secure client portal credentials
• Emergency Procedures: Define after-hours and emergency contact protocols

Specialized Intake Considerations

Corporate Clients

Additional requirements for business entities:

• Entity Documentation: Articles of incorporation, bylaws, operating agreements
• Authorized Signatories: Identification of decision-makers and signers
• Insurance Coverage: General liability and professional liability policies
• Financial Statements: Recent financials and tax returns

High-Conflict Matters

Enhanced procedures for contentious cases:

• Detailed Risk Assessment: Thorough evaluation of potential complications
• Enhanced Conflict Checking: Expanded search parameters and historical review
• Insurance Requirements: Malpractice insurance and cost bond considerations
• Partner Approval: Managing partner review and approval required

Pro Bono and Reduced Fee Matters

Special considerations for reduced-fee representations:

• Eligibility Verification: Confirm client's financial need
• Limited Scope Agreements: Clearly defined scope limitations
• Resource Allocation: Appropriate staffing for matter complexity
• Supervision Requirements: Attorney oversight and quality control

Quality Assurance and Training

Staff Training Requirements

All intake personnel receive training on:

• Ethics Rules: Professional responsibility and confidentiality requirements
• Conflict Procedures: Proper conflict checking and documentation
• Client Communication: Professional communication and service standards
• Risk Management: Identifying and mitigating potential issues

Process Audits

Regular quality assurance reviews:

• Random Audits: Periodic review of intake files and procedures
• Compliance Monitoring: Verification of conflict checks and documentation
• Client Feedback: Surveys and feedback on intake experience
• Process Improvements: Updates based on audit findings and best practices

Technology and Tools

Intake Management Software

The Counsel Knowledge Law Group utilizes specialized tools for intake management:

• Client Relationship Management (CRM): Contact tracking and communication history
• Conflict Database: Automated conflict checking and case management integration
• Document Assembly: Automated generation of engagement letters and forms
• Client Portal: Secure document sharing and communication platform
• Intake Workflow System: Automated routing and approval processes

Security Considerations

All intake systems must maintain:

• Data Encryption: Protection of sensitive client information
• Access Controls: Role-based permissions and audit trails
• Backup Systems: Regular data backup and disaster recovery
• Compliance Features: Adherence to legal data protection requirements

Emergency Intake Procedures

After-Hours Intake

For urgent matters requiring immediate attention:

• Emergency Contact Protocol: Designated attorneys for after-hours intake
• Preliminary Assessment: Initial evaluation of urgency and firm capacity
• Temporary Holding: Secure documentation until regular business hours
• Next-Day Processing: Complete intake procedures during normal business hours

Court-Appointed Matters

Special procedures for appointed cases:

• Court Verification: Confirmation of appointment and fee arrangements
• Eligibility Assessment: Determination of indigency and appointment qualifications
• Resource Allocation: Assignment to qualified attorneys and staff
• Record Keeping: Documentation of court appointment and fee awards

Continuous Improvement

Process Metrics

Track key performance indicators:

• Response Times: Average time to initial client acknowledgment
• Conflict Detection: Rate of conflicts identified during intake
• Client Satisfaction: Intake experience and onboarding feedback
• Conversion Rates: Percentage of inquiries becoming clients

Regular Reviews

Quarterly process reviews to:

• Identify Improvements: Areas for process enhancement
• Update Procedures: Incorporate new requirements and best practices
• Staff Training: Address identified training needs
• Technology Updates: Implement new tools and system improvements

Questions and Support

For questions about client intake procedures, please contact Client Intake Coordinator at [email protected] or the Managing Partner.