Definition of a Legal Intake Specialist
A legal intake specialist serves as the first point of contact for a law firm or solo practice, directly engaging with every potential client. The primary role of the intake specialist encompasses a variety of responsibilities, from answering initial questions to collecting vital contact information to the collection of retainer fees (if applicable). A legal intake specialist is also responsible for obtaining information that assists with case evaluation and management.
By employing a legal intake specialist, a law firm or solo practitioner can significantly boost their ability to manage and evaluate every case that comes through the door . Working closely with case managers and paralegals, the intake specialist is the "go-between" that ensures every potential client receives the attention they deserve. They also have the familiarity with the processes that enable them to correctly document specific client records, avoiding mistakes that can create problems later on.
Gathering information is perhaps the most critical function of an intake specialist. Whether face-to-face or over the phone, legal intake specialists have the skill and expertise necessary to obtain everything needed for proper case assessment.
This information includes: The collection of this data simplifies the evaluation of potential cases for the firm.
Skill Set Required for Success
A legal intake specialist should be:
An Excellent Communicator – A good, open dialogue with prospective clients or leads is the first key skill of an intake specialist. Being thorough in information gathering will not only show the lead that you are interested in them, it will also give you the opportunity to gather case information and assess whether that prospect or lead is qualified to become a client. This will set you up for the firm’s attorneys to assess proper next steps for properly following up with the lead.
Organized – A legal intake specialist needs to be organized to effectively triage and follow up with all new prospective leads generated through an intake process. This means not only be able to log the contact information of a potential client but also having a great grasp on how to obtain and log information.
Analytical – A legal intake specialist must be able to not just take in information but also analyze that information and compile it into a format consumable by others. That goes beyond merely logging the information but requires the skills of an analyst, someone who can sift through information and assess its context.
Proficient In Written Form – It is one thing to gain information and almost certainly another to communicate that information both internally and externally. A legal intake specialist must have an effortless written skillset that enables them to succinctly communicate with clients and potential clients as well as collaborate with other members of your firm.
The key to a solid intake process is to assume nothing, in addition to being thorough you must be effective in your communication, both internal and external.
Importance to a Law Firm
The criticalness of the work that intake specialists do cannot be overstated. They are directly responsible for the client’s first experience with the firm and how attorneys, paralegals and clients approach a case. By managing client expectations, legal intake specialists help revenue goals become achievable. Law firms often operate under the misconception that they have the luxury to have a paralegal or junior staff member serve as the point person for all client calls. This results in an essential step in working cases often being done by someone who is not professionally trained in the ever-changing rules and regulations of every jurisdiction. Managing the case from the start helps everyone; the firm, the client and the attorney assigned. Legal intake specialists are often the most important part of the process in winning cases. Their availability to clients is one of the critical factors in getting the signed retainer agreement. They have a way of making the client feel comfortable and confident that their case is in the right hands. The legal intake specialist takes control of the intake, follows a system, gets information through technology and engages the client. The intake specialist will most likely join the client at every level of the case, from the first call to the last follow up. It is easy to see why having a dedicated legal intake specialist can be extremely beneficial to a firm.
Technological Applications and Resources
The evolution of legal intake has involved a multifaceted approach to technology and tools designed to streamline a process that is far more complex than it appears on the surface. Legal intake specialists rely on a variety of resources to perform their roles efficiently and effectively. The following are examples of the types of technologies legal intake specialists utilize to maximize success.
Customer Relationship Management (CRM) systems are pivotal to modern legal intake. Through a centralized database, it helps firms manage their interactions and relationships with prospects, and facilitates the nurturing of relationships by using the client interaction history to optimize the next steps. CRM systems also help support account management, run reports to measure effectiveness, and strategize marketing efforts. The expansive potential of CRM systems means that these tools are continually evolving to meet the needs of users so legal intake specialists can gain more insights for stronger interactions and improved outcomes.
Legal software is another category that enhances the productivity and performance of legal intake specialists. In many cases, intake is part of a business process management (BPM) solution that automates the intake process, fosters data capture and compliance with legal and corporate regulations, and increases the efficiency of resource utilization by handling intake functions with less reliance on human resources. Legal intake specialists also use legal software, such as practice management or case management software which can further optimize workflow and mitigate risk by enabling clients to easily interact with the firm and repair intake efforts that were mishandled prior to settling on a streamlined process. If intake generally involves a docketing module or a legal calendar, which allows firms to automatically manage appointments, court schedules, reminders and timelines, it alleviates potential missteps.
Intake management solutions are often integrated with marketing automation solutions that can be used to launch campaigns to increase the number of leads generated through advertising, the internet, webinars, blogs, event marketing, social media and other resources. It also tracks the entire buying cycle to recognize interests based on online behavior, enabling the legal intake specialist to follow up during the prospect’s most interested time frame.
Intake professionals also use tools that facilitate the collection and analysis of call and lead data, to determine where and how leads enter through the website or live calls, enabling firms to strategically manage lead flow.
Social media is a leading source of contact information and customer engagement in all business areas, and an essential resource for gaining intelligence about prospects to use in strategic engagement that will increase conversion rates.
The role of legal intake specialists as pipeline mobility agents in converting live call leads and website visitors into clients is enhanced by a host of practices, processes and tools. Legal intake specialists rely on a variety of technologies and specialized tools to organize their approach and processes, discover more about their prospective clients, suggest the benefits of a telephone consultation or meeting, and ensure resources are offered to meet their needs. Organizations must do the same to optimize conversion rates, and make sure every opportunity to engage prospects is explored.
Training and Education
The training required to become a legal intake specialist is often less rigorous than that for other legal occupations, though it does still require a solid educational foundation. Most legal intake specialists have a minimum of a high school diploma or GED. A two- or four-year degree in criminal justice may be particularly helpful for those looking to work in law enforcement as a legal intake specialist . Additional certification programs are available through the National Federation of Paralegal Associations (NFPA) to show dedication to the profession and distinguish yourself from others, including obtaining certified paralegal (CP) or professional paralegal (PP) certifications. These can show that you are familiar with the law and are capable of assisting clients with various case details. Some attorneys may offer on-the-job training for new legal intake specialists, working with them to give them firsthand experience in order to educate them on any specific knowledge or procedures relevant to their practice.
Paths for Career Advancement
Entries to the role of legal intake specialist is generally low-level. It’s difficult to specify because the role is so variable, but it’s generally a kind of entry-level, legal-specific role that often expects at least a graduate degree or equivalent (generally in law or criminal justice).
It should be noted that the position is often a non-attorney role. Legal intake specialists are not qualified to assess the merits of any case brought to them. Instead, they typically are trained to listen for potential clients’ needs, whether those apply to their firm, and take their information and afford them an appropriate courtesy.
Although there are certifications related to legal intake, such as those offered by the National Association of Legal Assistants, ASHP (the American Society for Healthcare Pathology), and the ALA (American Library Association), there are no specific certifications for legal intake specialists.
There are numerous roles that are either related to or in support of the work done by legal intake specialists.
Legal intake specialists are sometimes involved in the areas of marketing and business development. They spread the name of their firm across new channels and bring in new clients for the firms they work with. Sometimes their roles may extend to conducting market research on firms’ stands and approaches, researching new and repeat clients, and analyzing and reporting on data related to sales, prospects, conversion, and more.
Advancement for legal intake specialists may migrate to other roles within law firms that conduct client-facing work. They may develop their expertise into legal assistant or paralegal roles. Legal intake specialists may even go on to become attorneys.
Even those who do not enter the field of law may find themselves finding rewarding work in similar career paths. For example, roles related to human resources may seem somewhat disparate but legally trained specialists are well suited to tackle some of the industry’s more unique challenges.
That said, most legal intake specialists will be involved in some form of marketing, which can open doors for them. They may become involved with marketing for other fields entirely, including revenue growth for new customers and marketing strategies.
Even IT-focused roles can seem like a stretch for a legal intake specialist but customer service and problem-solving experience for the role will benefit applicants by showcasing their understanding of the immediate needs of clients. That is, the skills and experience they gain as customer service representatives are transferable to virtually any industries.
Professional Challenges
While the above example shows the bright side, the flip side of that example is the complexity of the cases that legal intake specialists take each day. Not every call is so pretty, and it is important to understand the interior of a case where there is domestic violence, active emergency action plans, child abuse, or serious injury and illnesses involved. For example, an intake specialist for a medical malpractice firm needs to be able to understand and empathize with the plight of the potential client, whether it is a mishandled baby, an incorrect diagnosis, or wrong prescription . Or, they could be talking to the widow of someone who was in a car accident and sustained a traumatic brain injury. These can be highly complex situations, requiring the utmost attention. Once the office has decided to accept the case based on the initial intake, there are dozens of hours of additional work to be done. We want the intake professional to talk with the client, to be able to obtain a medical release (if appropriate), obtain pertinent records, obtain a social security number, and get all the information needed for the medical staff to accurately review the file.