Personal injury intake process
A strong personal injury intake process makes every next step visible.
A personal injury intake process identifies the caller, gathers firm-approved information, records a clear disposition, assigns the next action, and preserves enough context for staff review. The process should define where automation stops and human judgment begins.
Make intake operational
Classify before asking a full set of questions
New inquiries, existing clients, providers, adjusters, vendors, referrals, and named-attorney requests require different paths. Early classification avoids unnecessary questions and sends non-lead calls to the right owner.
Capture information in reviewable groups
Separate caller identity, incident facts, reported impact, supporting context, and desired next step. Structured groups make omissions easier to find than a single free-form note.
End with one accountable disposition
A call should not end as merely “completed.” Use a meaningful state such as scheduled, transferred, callback requested, incomplete, non-lead message, or needs review, then assign the next action to a person or system.
Review the process with real operating evidence
Sample transcripts and records, check required-field completion, inspect handoff timing, and document recurring exceptions. Update the approved workflow rather than silently relying on ad hoc staff knowledge.
checklist
Personal injury intake process checklist
A vendor-neutral checklist for documenting and reviewing the operating process.