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Intake First-Call Script and Checklist · LawyersTrend free tools · lawyerstrend.com/tools/case-managers/intake-first-call-checklist

File label: ____________________ Date:

Before you dial

Open the intake notes the firm already has. Do not ask for what you already know.
Have the provider list or directory open in another tab.
Know who the assigned attorney is and who to ask when the client has a legal question.

Opening the call

Say your name, your role and the firm’s name. Say: “I’m calling to help get things set up for you.”
Confirm you are speaking with the right person. Ask if now is a good time to talk for ten minutes.
If the client describes an emergency, say: “Please call 911 or go to the nearest emergency room.” Then tell the attorney.

Contact details to confirm

Best phone number and best times to call.
Is it okay to leave voicemails? Is it okay to text? Email?
Preferred language. Does the client want an interpreter?
A second contact person the client allows you to call if you cannot reach them.
Current mailing address.

Care so far (process only)

Has the client seen any provider since the incident? Get the provider names only, not details.
Are any appointments already booked? Get dates and places.
Does the client have health insurance, Medi-Cal, Medicare or other coverage? Yes or no is enough. Pass details to the attorney.

Practical needs

Transportation to appointments.
Work hours and the best days and times for appointments.
Childcare or caregiving limits.
Accessibility needs at an office.

What you tell the client

What happens next, in order: you look for a provider, you call back with options, you book the first visit.
When they should expect your next call.
What to bring to a first visit: photo ID, insurance cards if any, a list of current medications written by the client.
How to reach you, and that they should call if an appointment changes.
For legal questions, say: “That’s a question for your attorney. I’ll pass it along today.” Do not answer it yourself.

Close the call

Repeat back the next step and the date.
Write the call note in the case system. Keep it factual and short.
Send the attorney any legal questions the client raised.

Checks are saved on this device only. Printing keeps your checks.

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Intake first-call script and checklist