Free template
Bilingual legal intake script
A first-call script for personal injury and workers’ compensation intake, line by line in English and Spanish. Copy either language, add your firm’s screening questions and have your attorneys approve it.
The script
Greeting
Saludo
Thank you for calling [firm name]. This is [your name]. How can I help you today?
Gracias por llamar a [nombre de la firma]. Le habla [su nombre]. ¿En qué le puedo ayudar hoy?
Would you prefer to continue in English or Spanish?
¿Prefiere que sigamos en inglés o en español?
[If your firm records calls, say so here, in the words your attorney approves.]
[Si su firma graba las llamadas, dígalo aquí, con las palabras que apruebe su abogado.]
Contact details
Datos de contacto
In case the call drops, may I have your full name and the best number to reach you?
Por si se corta la llamada, ¿me da su nombre completo y el mejor número para comunicarnos con usted?
And an email address?
¿Y un correo electrónico?
How did you hear about us?
¿Cómo se enteró de nosotros?
What happened
Qué pasó
Can you tell me briefly what happened?
¿Me puede contar brevemente qué pasó?
On what date did it happen?
¿En qué fecha ocurrió?
Where did it happen? The city and state are enough.
¿Dónde ocurrió? Con la ciudad y el estado es suficiente.
Injuries and treatment
Lesiones y tratamiento
Were you hurt? What injuries do you have?
¿Sufrió alguna lesión? ¿Qué lesiones tiene?
Have you seen a doctor or gone to the hospital? Which one?
¿Ha ido al médico o al hospital? ¿A cuál?
Are you still getting treatment?
¿Sigue recibiendo tratamiento?
If it happened at work
Si ocurrió en el trabajo
Did this happen while you were working? Who is your employer?
¿Ocurrió mientras trabajaba? ¿Quién es su empleador?
Did you tell your employer about the injury? When?
¿Le avisó a su empleador sobre la lesión? ¿Cuándo?
Did your employer give you a claim form? [In California: the DWC‑1]
¿Su empleador le dio un formulario de reclamo? [En California: el DWC‑1]
Are you still working?
¿Sigue trabajando?
If someone else was involved
Si hubo otra persona involucrada
Was anyone else involved? Do you have their name or their insurance details?
¿Hubo otra persona involucrada? ¿Tiene su nombre o los datos de su seguro?
Was a police report made?
¿Se hizo un reporte de policía?
Other attorneys and conflicts
Otros abogados y conflictos
Have you spoken with or hired another attorney about this?
¿Ha hablado con otro abogado o contratado a alguno para este asunto?
What are the names of the other people or companies involved?
¿Cuáles son los nombres de las otras personas o empresas involucradas?
If they ask whether they have a case
Si le preguntan si tiene un caso
That’s a question for the attorney, and I want you to get a real answer. That’s what the consultation is for.
Esa es una pregunta para el abogado, y quiero que reciba una buena respuesta. Para eso es la consulta.
Booking the consultation
Programar la consulta
Thank you. An attorney will review what you’ve told me. I can set up a consultation with [attorney] on [day] at [time]. Does that work for you?
Gracias. Un abogado revisará lo que me ha contado. Le puedo programar una consulta con [abogado] el [día] a las [hora]. ¿Le queda bien?
You’ll get a confirmation by [text or email].
Recibirá una confirmación por [mensaje de texto o correo electrónico].
If it’s not a case you handle
Si la firma no maneja ese tipo de caso
We don’t handle that kind of case, but I can give you the name of a firm that might be able to help.
No manejamos ese tipo de caso, pero le puedo recomendar una firma que quizás pueda ayudarle.
Closing
Despedida
Is there anything else you’d like the attorney to know?
¿Hay algo más que quiera que sepa el abogado?
Thank you for calling [firm name]. We’ll be in touch.
Gracias por llamar a [nombre de la firma]. Nos comunicaremos con usted.
Text in brackets is yours to fill in or delete.
Three rules for every intake call
No legal opinions
Never say whether someone has a case, what it is worth or how long they have to act. Hand those questions to an attorney.
Log every call
Record the source, what happened, the outcome and the next step, even for callers you refer out.
Your criteria, your call
The intake specialist asks your questions. Your attorneys decide which cases the firm takes.
Questions
Can I use this script as it is?
Use it as a starting point. Your attorneys decide which questions to ask and which cases the firm takes, so have them review it, add your screening criteria and remove anything that doesn’t fit your practice.
Which Spanish does it use?
Neutral Latin American Spanish with “usted”, which suits most callers in the United States. Have a native speaker on your team read it once and adjust any words your callers use differently.
What should an intake specialist never say?
Whether the caller has a case, what it is worth, or how long they have to act. Those are legal questions for an attorney. The script gives a line for handing them off.
More templates: intake specialist job description, and the rest of our resources.
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