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Call Intake Script: Internal Use

BANKRUPTCY

 – “Is this regarding a bankruptcy matter?”
            —-> If so, “are you planning on filing bankruptcy, or are you a creditor of someone who has filed bankruptcy?”If CREDITOR:  “Great. Our creditors’ rights team can help you and one of our attorneys will call you back ASAP. In preparation for the call back, so that they can be prepared to discuss the case with you, what is the name of the debtor and/or the case number?”If a DEBTOR (or someone who wants to file bankruptcy):  “We don’t typically represent debtors in bankruptcy cases. If interested, one of our team members can  provide you with a couple of names of attorneys who can assist.”


COLLECTION

Is this regarding a collection matter?
           —-> If so, “are you the creditor, or is someone suing you for a debt?
If CREDITOR“Great. Our creditor’s rights team can help you and one of our attorneys will call you back ASAP.  In preparation for the call back, so that they can be prepared to discuss the case with you, what is the name of the party that owes you money”
If a DEBTOR (or someone who is being sued on a debt): “We don’t typically represent debtors, but your county legal aid is a good place to start to find an attorney who can assist.”

CONSTRUCTION

-Receptionist/Debbie: “Is this regarding a construction matter?”
-If so,  “are you an Adjuster, Claims Representative, Owner, Contractor, Subcontractor, Material Supplier, or Design Professional
NOTE:  if an adjuster or claims representative, ask:  “What insurance carrier do you work for?”

“What type of project are you inquiring about?” (i.e., commercial, residential, condominium, HOA, retail, mixed-us“What specifically do you need assistance with?”  (i.e., contract review, non-payment claim, delay claim, construction defect claim, 558 notice, coverage dispute, bad faith claim, or other types of claim?)
NOTE: if a defect claim, and if you’re dealing with someone OTHER THAN AN INSURANCE ADJUSTER OR CLAIMS REP, ask: “Do you know which insurance carriers are involved in the project? (i.e., the potential client’s carrier, and the carrier for the party who is adverse to the client).
-Mr. Brown or his assistant will call you back to discuss your matter.

EMPLOYMENT

Priority questions are highlighted.

1. Are you inquiring for yourself or on behalf of someone else? If so, who?
2. Are you an employee suing a company or an employer?
3. If you are an employer, what is the name of their company?
4. If you are an employee or a former employee, what is the name of the employer that you want to sue?
5. Is it for general advice, a letter or a lawsuit?
6. Generally, what is the type of employment law claim you are calling about? For example, discrimination.


FAMILY LAW

– ” Our Family law team will call you back to schedule a 30 min free consultation, but before they do, I just want to make sure that there may be a required prepaid legal fee and personal guarantee required by the firm, which our attorney team can review with you.”
– If the caller asks whether this is a refundable fee, etc., you can advise that —  “This will be discussed with the attorney.”
– TEAM: Please note all responses to this script in the Comments section and confirm that you notified them to go to their county legal aid for representation.


IMMIGRATION

– Are you inquiring about yourself or another party?
– Is there an alien number?
– What is the country of Nationality of the person?
– Is the person in Removal Proceedings before an immigration judge?
– Need a brief description of what is being requested from immigration. Is there an interview or hearing scheduled?

Mr. Goldstein will call you back to speak with you and schedule an appointment to review your case.
 


REAL ESTATE

–  “Is this regarding an eviction matter?”.  If so, “are you a tenant or landlord?”
**IF LANDLORD**: “Are you inquiring about a single property that you own or multiple properties?”
          —-> If SINGLE property: Great. I just want to make sure that there may be a required prepaid legal fee and personal guarantee required by the firm, which our attorney team can review with you.”
         —–> If MULTI-property: “If you’re calling about an issue regarding multiple properties that you own, one of our attorneys will reach back out ASAP.”**IF TENANT**: “We don’t typically represent tenants unless it’s on a large commercial deal and we have no conflict, but your county legal aid is a good place to start to find an attorney who can assist.”
– TEAM: Please note all responses to this script in the Comments section and confirm that you notified them to go to their county legal aid for representation. 


REPLEVIN/REPOSSESSION

“Is this regarding collateral you want help repossessing?”
            —-> If so, “are you the creditor, or is someone trying to repossess your property?
If CREDITOR:  “Great.  Our creditors’ rights team can help you and one of our attorneys will call you back ASAP.  In preparation for the call back, so that they can be prepared to discuss the case with you, what is the name of the party that owes you money, and what is the collateral”
If a DEBTOR (or someone who is being sued on a debt):  “We do not typically represent debtors. but you may want to consult with an attorney who handles consumer collection issues. We suggest you reach out to the FL Bar for a local attorney:”


VEHICLE SALE OR REPAIR ISSUES

“Is this regarding a vehicle?”
         —-> If so, “did you purchase the vehicle from a dealer and there is a dispute, or was a vehicle purchased from you?”
If a CREDITOR (i.e. someone who sold the vehicle to a third party): “Great.  Our creditors’ rights team can help you and one of our attorneys will call you back ASAP.  In preparation for the call back, so that they can be prepared to discuss the case with you, what is the name of the party that purchased the vehicle, and what was the sale price”
If it’s someone who purchased a vehicle: “We do not typically represent vehicle buyers in claims against dealers.  We suggest you reach out to the FL Bar for a local attorney.”

CALL INTAKE FORM

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