Ohio Metro Bars Intake Call Guide

Also see the "Staff Training" section for manuals from the ABA and the Bar Association of San Francisco.

An essential element of the majority of public service lawyer referral programs is the initial client interview conducted by the LRIS intake specialists. Following are several tools for assisting the intake specialist in examining how to make every call successful, and the general guiding principles for subject matter screening.

Additionally, a two-hour audio of the 2002 LRIS Workshop programs conducted by Mary Ann Falzone, a nationally-recognized call center expert -

"Key Success Factors for More Effective Referrals" and "Using Focused Feedback to Coach and Counsel"

is available for $25 by sending an . Topics such as streamlining intake procedures, maintaining quality customer service, and making more effective referrals are discussed in "Key Success Factors for More Effective Referrals." In "Using Focused Feedback to Coach and Counsel" she discusses how to effectively coach LRIS intake staff, and how to create a positive, morale-building environment.