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Client Care, Intake and Management

LPM

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9 views

Client Care, Intake and Management

LPM

Uploaded by

haron
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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3.

Client Care, Intake and Management

3.1 Policy on client care

MVL is committed to providing quality service to all clients. The services should be recognized
as being accurate and appropriate. These services shall also be rendered in a cost-effective
manner. The firm, thus, seeks to act with integrity and strict confidentiality when dealing with
clients.

3.2 Client Intake Process


3.2.1 Initial Contact

Information gathering is at the heart of the client intake process. To ensure that maximum
information is retrieved from the client, the interviewer can use the following tactics:

a) Ask open-ended questions. Instead of: Were you employed as a director? Ask: tell me
about your employment history.
b) Ask the same questions in different ways (and more than once)
c) Give your client some opportunity to tell their story in their own way.

Through the information gathered through this exercise, you will understand the client needs and
scope of representation that is required. This also provides an opportunity to build trust.

3.2.2 Conflict Check

Ensure no conflicts with current or past clients. This can be achieved by running the client’s
name or company in our system to ascertain if we have dealt with a similar or conflicting matter.

3.2.3 Taking Instructions and Engagement Letter

Instructions may be received through letter, telephone, email or in person at a meeting. Outline
scope, fees, and terms of engagement. Any instructions taken at a meeting or through telephone
shall be confirmed to the client through writing. It is important that the instructions received
should be clear and unequivocal to avoid acting beyond what the client needs and requires.

Thereafter, the fee-earner shall send the client an engagement letter. The engagement letter shall
outline the particulars of the client, the scope of representation, the Partner and associates in
charge of that matter, the communication system between the client and the law firm, and the
charges of the services that will be rendered.

3.2 Client Communication

 Response Time: Respond to inquiries within 24 hours.


 Regular Updates: Provide clients with regular case updates.
 Confidentiality: Maintain strict confidentiality of all client communications and
documents. Communication should at most times be limited to only those who are
handling the matter.
 Communication when employees are on leave: associates shall hand over their matters
to other associates before proceeding on leave. The associates shall also inform the client
when they proceed on leave.
 Professionalism: maintain utmost professionalism while in communication with clients

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