- Description
- Curriculum
- Grade
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1
Client Intake Introduction to Essential Tools and ResourcesWatch this video for a quick introduction to the essential tools and resources you'll use in your role.
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2
Client Intake Sharepoint Walkthrough
Watch this video to familiarize yourself with the key sections of our SharePoint portal, focusing on the Intake Manual for ‘how’ to conduct intake processes, and the PAP for ‘what’ to do.
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3
Clio Grow for Client Intake: A Deeper DiveWatch the below video to take a quick Client-Intake focused orientation in Clio Grow to learn where key communication tools are located. This helps you confidently find the features you’ll use every day.
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4
Booking a Consult Master Sheet (BACMS): Overview & FamiliarizationIn this video we'll explore each tab in the Booking a Consultation Master Sheet and review how each section supports the intake process.
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5
Dialpad For Client Intake Day to Day UseWatch the below video to learn to navigate Dialpad for intake: set and update your status, receive and transfer calls, check missed calls and voicemails, and manage text messages.
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6
Understanding the Daily Task List & Consult Tally FormWatch this video to learn about the Daily Task List and Consult Tally form.
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7
Reception: A Conceptual & Mechanical OverviewWatch the video below for a conceptual overview and basic mechanical training on our reception function.
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8
Accessing 'office@' email inbox
Watch this video to learn how to access the 'office@oflaherty-law.com' email inbox, one of the critical incoming communication hubs at O'Flaherty Law.
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9
Practice: Accessing 'office@' Email InboxWatch this video to learn how to access the 'office@oflaherty-law.com' email inbox, one of the critical incoming communication hubs at O'Flaherty Law.
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10
The PC Call Experience: Understanding Client Intake & Your Role
Read the PC Call experience from 'Introduction to the PC Call Experince' through 'Transititioning to the Call Flow: Applying Principles Across Key Phases.
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11
How We Talk About Pricing – Video Training
This self-guided training teaches client intake team members how to confidently explain retainers, flat fees, and payment expectations to potential clients.
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12
How We Talk About Pricing – Knowledge CheckThis short quiz reinforces the key concepts from the video training.
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13
Simulated PC Call: Short
This video is a short simulated PC call, with little instruction. The objective of this video is to show you how to navigate through the Grow process in real time. This video has very little detailed instruction, and is intended primarily for observation.
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14
Booking a Consultation Tools Video CheatsheatWatch this video cheatsheet to understand which of our tools to use to help you inform different decision points throughout the scheduling a consultation process.
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15
Simulated PC Call With InstructionsThis video is also a simulated call with instructions between simulated sections of audio. The objective of this call is to walk you through the different mechanics of the Consult Scheduling process.
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16
Quick Intake Workflow: Video WalkthroughWatch this video to learn mechanics and phrasing for our Clio Grow 'Quick Intake' form; the starting point for nearly all new potential clients that come into O'Flaherty Law.
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17
PAP Identifying Matter Type Training Video
Watch the below video to learn how to quickly and easily identify whether or not O'Flaherty Law services a potental legal matter and how we classify it.
https://oflahertylawcom.sharepoint.com/sites/OFL/_layouts/15/stream.aspx?id=%2Fsites%2FOFL%2FShared%20Documents%2FGeneral%2FRecordings%2FPractice%20Area%20Primer%5F%20Identifying%20Matter%20Type%2Emp4&referrer=StreamWebApp%2EWeb&referrerScenario=AddressBarCopied%2Eview%2E499c56df%2D7667%2D4106%2Da943%2De2f652530bc9
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18
Quiz: Clio Matter Type IdentificationWelcome to the “Clio Matter Type Identification” quiz! In a law firm setting, a receptionist or intake specialist often needs to determine the correct legal category for a client’s issue quickly. The Practice Area Primer (PAP) is a tool we have built to assist you in doing so. For each scenario below, choose the Clio Matter Type that best fits the caller’s situation from the provided options. You may use the 'PAP' tab of the 'Booking a Consultation Master Sheet' to assist. BACMS: https://oflahertylawcom.sharepoint.com/:x:/r/sites/OFL/_layouts/15/Doc.aspx?sourcedoc=%7B88B74F17-0063-4838-A75E-524132E76821%7D&file=Booking%20a%20Consultation%20Master%20Sheet.xlsm&action=default&mobileredirect=true In this quiz, we are assuming the quoted responses are how the caller responds to, "How can I help you today?" If you have any questions about the answers, please take note and discuss with your trainer. Good luck!
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19
Conflict Check Procedures: A Complete Walkthrough
This video provides an overview of the conflict check process, explaining why it's essential, how to gather the necessary information from potential clients, and the steps to ensure no conflicts of interest exist. New hires will learn how to identify and handle potential conflicts professionally and efficiently.
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20
Quiz: Conflict Check
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21
Mechanics: Scheduling a Consultation in GrowWatch this video to learn the mechanics of Scheduling a Consultation in Clio Grow.
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22
Video for Scheduling Portion w/ Phrasing
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23
Mechanics: Taking Consult and Retainer Payments
Here you'll learn the mechanics of taking payments for Consultations and Initial Retainer Payments using Grow and Manage. Below is a video for both Consultation and Initial Retainer payments, and a sharepoint supplement for Consultation payments.
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24
Mechanics: Sending Out a Pre-Consult FormWatch this video the learn the mechanics of sending out the Pre-Consultation form in Clio Grow.
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25
Video for Sending Form w/ Transition Phrasing
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26
Video for Button-Up
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27
Learn and master Free vs. Paid Consultations
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28
Quiz: Free vs. Paid
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29
Form SubmissionsIn this task, you'll learn how to process our Clio Grow lead submissions.The link below will take you to the written content and video walkthrough.
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30
Special Circumstance: PC Calling on Behalf of 3rd Party
Watch this video to watch a simulated video, with explanations, of how to adjust the mechanics if the PC is calling on behalf of a 3rd party.
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31
Special Circumstance: Dual ConsultationsRead the link below to learn about Dual Consultations, and the modifications to the regular scheduling process.
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32
Simulated Practice With Manager
Contact your training supervisor to let them know you are ready to begin simulated practices.
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33
Lead Followup
Our potential client lead follow-up system ensures that all prospective clients are promptly contacted after initial consultations or inquiries, guiding them through the agreement and retainer process. The system is designed to increase client conversion by providing consistent follow-up communication and addressing any questions or concerns they may have.
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34
Client Intake Specialist Bonus ProgramRead the below link to understand the bonus program for your role. You will be eligible for this bonus after your first full week of employment.
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35
SET EMAIL FORWARDING TO OFFICE@
Before the Client Intake hire goes live, email forwarding for new Client Intake operators should be set so that emails go directly to office@. Do not need to keep originals in personal folder while at Intake Specialist level.
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36
Add Employee to Intake Bonus on Items For Payroll
Add employees to the the Items for Payroll sheet linked below, under 'Intake Bonuses' section.
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37
Mechanics: Sending out Hourly and Flat Rate ARAs With Intake FormWatch this video to learn the mechanics of sending out hourly and flat rate ARAs along with the intake form.
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38
Send appropriate intake forms
Contact your supervisor to let them know you are ready for intake form training.
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39
ARA Directives
Contact your supervisor to let them know you are ready for ARA Directive training.
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40
Ability to edit contents of ARA proficiently
Contact your supervisor to let them know you are ready for ARA Content Editing Training
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41
ARA Walk Throughs
This section will train the Intake staff member on how to effectively walk a potential client through a sent ARA, and ask for payment.
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42
Case Assignment: Selecting the Legal Team
In this section, you'll learn how to use the Case Assignment tool nested within our BACMS file to assign the correct legal team before opening the matter.
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43
Mechanics: How to Open an Hourly Matter
"Watch the below video to learn the mechanics to properly open a matter that is being billed hourly.
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44
Mechanics: How to Open a Flat Fee Matter
Watch the below video to learn the mechanics to properly open a flat fee matter.