Intake Coordinator Training Portal
The intake pipeline
Every potential new client moves through 7 stages. Click any stage card to see exactly what you need to do.
What triggers automatically in Lawmatics?
▾- Website form submitted → the intake coordinator assigned, 24-hr contact task created, practice area set
- Initial Consultation event created → Confirmation email + SMS fired automatically
- 1 day before consult → Reminder email sent automatically
- 2 days before consult → Task assigned to prepare and customize the PowerPoint
- Stage = Consult Scheduled → Correct DecisionVault questionnaire sent by practice area
- Stage = Consult Scheduled → Educational drip emails sent (track depends on practice area)
- Engagement Agreement Form submitted → Retainer request + invoice created automatically
- 7 days no retainer signature → Stage moves to Follow Up on Retainer, tasks assigned to the intake coordinator
- Stage = Send Disengagement → Final email sent; matter stamped "Unresponsive" after 1 week
The PowerPoint — your responsibility
▾Lawmatics auto-assigns a task 2 days before each strategy session. Here's what you do:
- Open the correct PowerPoint template for the client's practice area (EP, Elder Law, or Estate Admin)
- Do a find-and-replace on "FULL NAME" with the client's full name
- Add the correct date and time on the cover slide
- Upload the completed file to the matter in Lawmatics before the session
Practice areas & services
Know what type of client is calling so you can route them correctly and present the right services.
What is estate planning?
Estate planning helps a living client protect their assets, avoid probate, plan for incapacity, and ensure their wishes are carried out after they pass. These clients are not in crisis — they are planning ahead. Key concerns: avoiding probate, protecting children's inheritance from divorce/creditors, minimizing estate taxes, and planning for long-term care costs.
Revocable trust plans — pricing
| Plan | Single | Married | What's included |
|---|---|---|---|
| Avoid the Courts | $5,800 | $6,100 | Revocable trust, incapacity docs, 1 deed, pour-over will |
| Next Generation Protection | $6,600 | $6,900 | Above + protective trusts for spouse & beneficiaries |
| Concierge Complete | $9,200 | $9,700 | All above + asset alignment + 2-yr Legacy Protection Plan |
Additional costs: extra deed $750 · LLC formation $2,250 · business interest assignment $1,150
Video: "How does a revocable trust avoid probate?"
What is elder law / Medicaid planning?
These clients need help paying for a home health aide or nursing home. 70% of people over 65 will need some long-term care. Costs: up to $26,040/month for a 24-hr home aide; up to $22,000/month for a nursing home. Medicaid can cover these costs, but qualifying requires legal planning. Two tracks: proactive planning (planning before a crisis, 5+ years out) and crisis/immediate need (already needing care now).
MAPT plans — proactive planning pricing
| Plan | Single | Married |
|---|---|---|
| Long Term Care Protection Plan | $8,400 | $8,800 |
| All The Above Plan | $8,900 | $9,400 |
| Legacy Shield Program | $11,600 | $12,100 |
Immediate need / crisis pricing
| Phase | Home health aide | Nursing home |
|---|---|---|
| Phase 1: Medicaid analysis | $2,000 | $2,000 |
| Phase 2: Implementation | $8,400–$12,100 | $12,000–$14,000 |
| Phase 3: Application | $8,500 | $10,000 |
| All 3 phases | $18,000 | $22,000 |
Video: "What is a Medicaid Asset Protection Trust?"
What is estate administration?
Always lead with empathy. These clients have lost someone. Open every call with: "We are so sorry for your loss."
Estate administration involves helping a client administer a deceased person's estate. This may involve probate court or distributing assets outside of court. The three asset "buckets": Trust assets Beneficiary designations and assets solely in the person's name (which may require probate).
Do not quote fees — always refer to the managing attorney after he reviews the estate.
Estate administration involves helping a client administer a deceased person's estate. This may involve probate court or distributing assets outside of court. The three asset "buckets": Trust assets Beneficiary designations and assets solely in the person's name (which may require probate).
Do not quote fees — always refer to the managing attorney after he reviews the estate.
What is trust administration?
Trust administration clients have a loved one who passed away with a trust already in place. The trustee now needs guidance on administering and distributing the trust assets. This is similar to estate administration but does not require probate court. Like EA clients, these callers may be grieving — always lead with empathy and warmth.
Email templates
Most emails fire automatically — but you need to know what clients are receiving, when, and why. Click "Preview" to see the message.
Call scripts & phone guidance
Your goal on every call: qualify the lead, build rapport, and book a paid strategy session.
Answering an inbound call
Use this as your opening every time.
You say
"Thank you for calling Miller and Miller Law Group, this is [your name]. How can I help you today?"
After they explain their situation
"I'm so glad you reached out. It sounds like [restate their situation briefly]. We work with a lot of families in exactly this situation, and our managing attorney would love to meet with you. Can I tell you a little about how our process works?"
Always listen fully before speaking. Never interrupt. Repeat back what they said — it shows you heard them.
When a caller has had a loved one pass away
Say immediately
"I'm so sorry for your loss. Please know you've called the right place — we work with families through this process every day and we will take care of you."
Then gather information
"To help me understand your situation, can you tell me — did your loved one have a trust, a will, or any estate planning documents that you're aware of?"
Presenting the strategy session ($595)
You say
"Our first step is a Strategy Session — a dedicated 60-minute meeting directly with the managing attorney, our founding attorney. The investment is $595, and it includes a customized presentation for your situation, a full risk assessment, and a written AI-generated summary after the meeting so you can review everything at your own pace."
If they ask why there's a fee
"We charge for the strategy session because the managing attorney's time is entirely focused on you — this isn't a generic consultation. You'll leave with a real plan and real numbers. Most families find the clarity alone is worth it."
State the fee confidently. Do not apologize for it. It reflects the value of the managing attorney's time.
Handling common objections
Click each objection to see the response.
"I just want to know how much it costs"
▾"That's a completely fair question, and I want to give you an honest answer. The cost depends on your specific situation — whether you're single or married, what assets you have, and what level of protection makes sense for your family. What I can tell you is that we're very transparent about pricing — you'll know the exact cost before the end of your strategy session, and there's no pressure to decide on the spot."
"I need to think about it / talk to my spouse"
▾"Absolutely — that makes total sense. You might actually want to bring your spouse to the Strategy Session. The meeting is designed so that by the end, you'll both have all the information you need to make a decision together. Would it help to schedule something so you have the date on the calendar?"
"That seems expensive"
▾"I completely understand. Can I ask — are you comparing to another firm, or is this more about timing? The reason I ask is that most clients find the cost of not having a plan — whether that's a nursing home bill, probate fees starting at $7,500, or estate taxes — is far more expensive in the long run. the managing attorney can show you exactly what's at stake for your family when you meet."
Booking the strategy session
"Great — let me get you scheduled. We have availability [check calendar]. Would [date/time] work for you? The session is available [in-person at Brooklyn / Rockville Centre / via Zoom]. Once I book it, you'll get a confirmation email right away."
After booking
"You'll be receiving a few emails from us — a confirmation, a short questionnaire to fill out before the meeting, and some helpful information about what to expect. Please fill out the questionnaire when you have a chance — it really helps the managing attorney prepare for your session."
Video: Sample intake call walkthrough
Daily checklist
Work through this every day to make sure nothing falls through the cracks. Check items off as you go.
Every morning
Before each strategy session
End of day
Always remember: Every new lead must be contacted within 24 hours. Every matter in "Follow Up on Retainer" needs active follow-up — never let it sit idle. When in doubt, ask the managing attorney.