What Is a Legal Intake Specialist?

When a client tries to contact your law firm, chances are good that they want immediate support. They may have been in an accident, or perhaps they’re facing the prospect of divorce. Maybe they’re trying to plan their estate in the face of a serious illness. Whatever the case, leaving a message because your team is too busy to answer the phone is not an option. Neither is trying to navigate a complex, impersonal, automated system. If they’re unable to speak to a live human being, chances are good that they’ll contact another law firm. 

There’s a simple solution to this problem: a legal intake specialist. This is the first person a lead will speak with when they contact a law firm; in many ways, they set the tone for the rest of the experience. They’re also essential in many other ways.

What is a legal intake specialist, and what do they do for your law firm? Let’s take a closer look.

What is a legal intake specialist?

A legal intake specialist is precisely what it sounds like an individual who specializes in legal intake, or the process of screening leads, collecting information, and making decisions about what the appropriate next step is for the person in question. They’re one of the most critical people on your legal team. You might be more familiar with “intake coordinator,” but it’s the same.

What does a legal intake specialist do?

While a legal intake specialist will greet every lead and client, their list of potential duties is much longer. Understanding these responsibilities is key to realizing the value and importance of having this specialist on your legal team.

Greeting clients and potential clients

A legal intake specialist will greet every client and potential client. They’re responsible for providing prompt, professional, friendly service to all who want to communicate with your office. Having a live human being answering your phone can make an immense difference.

Information collection

It’s impossible to make informed decisions without accurate information. The legal intake specialist’s job is to collect information from leads and existing clients and enter it into your intake software. This information is then used to determine the best course of action for the caller in the immediate future and to inform future actions. What information does a legal intake specialist collect and record? While it varies from situation to situation, some of the information would include:

• The caller’s name
• The caller’s contact information, including phone number and email address
• The caller’s need/situation/reason for calling
• Details about the caller’s situation
• The caller’s schedule and ability to meet with an attorney

Answering questions

What is a legal intake specialist? A powerful asset for brand building and delivering an outstanding client experience. One way they do that is by answering questions callers have about the legal process, the office, attorneys in the office, and more. For instance, they can explain the steps in a personal injury case, provide information about the experience of a specific attorney, or clarify the billing process. By providing this information, the legal intake specialist helps lay the groundwork for a successful relationship while making the caller feel seen and valued.

Directing calls appropriately

A legal intake specialist can also direct callers to the appropriate department or individual within the practice. For instance, a current client with questions about billing could be easily transferred to the correct department, while another current client with questions about their case procedure could be transferred to their attorney (or someone knowledgeable about the case). The specialist also ensures that whomever the caller is transferred to has the information necessary.

Setting appointments

Too often, potential clients are sent to a virtual calendar on a web page and told to choose a date that works for them. However, that usually doesn’t work well. Many have questions about availability or what they need to bring to their appointment. Yet others have questions about whether a virtual or in-person appointment would be better for them. A legal intake specialist can help answer these questions, provide guidance, and make an appointment that works for both the lead and the attorney who will handle the consultation. 

Managing forms

Forms are a significant part of the intake process, but they can often be overwhelming for leads. A legal intake specialist manages this aspect by distributing physical forms and guiding callers to virtual forms online. They assist in completing forms and ensure all necessary fields are filled. Their role in confirming signatures and ensuring all required fields are completed brings a sense of organization to the process. 

Handling reminders

How often do you deal with late arrivals to consultations or no-shows at important meetings? Chances are good that it’s too often. A legal intake specialist can help eliminate those wastes of time by handling reminders. A quick SMS or email reminder may be all it takes to ensure a client is on time or make the difference in forgetting about a meeting.

24/7 legal intake service with the right partner

What is a legal intake specialist? They’re a critical part of your legal team but one you’ve probably overlooked. However, before you rush out to hire one, consider working with an answering service for attorneys like Smith.ai that can perform all the tasks an in-person legal intake specialist does for less money and our team is available 24/7. This means your clients can always reach a live person, even outside regular business hours, ensuring they feel valued and their needs are promptly met. 

To learn more, schedule a consultation or reach out to hello@smith.ai.