Intake Call

Intake Call

Definition and classification of the term Intake Call

Ein Intake Call refers in the law firm context to the structured initial conversation between a law firm and a potential or existing client. The aim of this conversation is to gather the basic information about the mandate, clarify expectations, answer open questions, and record the starting point for further cooperation. The term originates from English and means “admission interview”. In some firms, this process is also referred to as mandate intake or initial consultation. The Intake Call is an important step in the mandate processing workflow and often forms the basis for further action in the context of a new project or case.

Role in everyday law firm operations: Importance and typical areas of use

In the daily operations of law firms, the Intake Call is a crucial component of mandate work. It serves to systematize the first contact, collect the necessary information as completely as possible, and create a structured working basis right from the start.

Typical areas of use for Intake Calls include:

• New mandate intake: When taking on new mandates, especially during the initial contact with new clients.
• Project-based consultation: When clarifying project details, framework conditions, or special requirements of existing mandates.
• Internal coordination: Sometimes internal teams also use Intake Calls to initiate coordination processes or to clearly define tasks.

The Intake Call ensures that the firm can work efficiently and that clients feel well cared for and professionally supported from the outset.

Processes, procedures, and methods

The process of an Intake Call usually follows a set pattern, which may be tailored to the needs of the respective law firm. The following steps are typical:

Preparation

• Review of available information, e.g., from inquiries or forms
• Compilation of relevant questions and checklists
• Appointment confirmation and, if necessary, sending of discussion materials

Execution

• Greeting and brief introduction of the conversation participants
• Clarification of objectives: Why is the Intake Call taking place? What is the issue?
• Querying of key information, e.g., about contract partners, facts, objectives, deadlines, and special circumstances
• Clarifying the further procedure and the next steps
• Opportunity for questions from the client

Follow-up

• Documentation of the results in the mandate system or agreed-upon tools
• Preparation of a discussion record or file note
• Forwarding the information to responsible colleagues for further processing

Framework conditions and standards

Organizational requirements

Law firms often work with standardized checklists or digital questionnaires in order to systematically collect all relevant information during the Intake Call. It is common to clearly define roles and responsibilities in advance: Intake Calls are often conducted by staff from assistance, paralegal, or associate areas.

Technical tools

Various means of communication are used to conduct Intake Calls, primarily:

• Phone calls
• Video or online conferences (e.g., via Microsoft Teams, Zoom)
• Digital data collection forms used before, during, or after the conversation

Documentation is usually done in digital case management systems that allow for seamless and traceable information storage.

Usual procedures

• Advance information to the client about the process of the Intake Call
• Clear structure of the conversation and time management
• Careful documentation for internal follow-up processing

Practical relevance: Handling in everyday work

In everyday law firm practice, the Intake Call is one of the first tasks when handling a new mandate. For staff, this means listening actively, asking targeted questions, responding sensitively to concerns, and recording relevant details in a structured manner. The Intake Call especially offers an opportunity for newcomers to the profession to engage with clients in a practical manner and to develop a key competence in the handling of mandates.

Experience shows that a well-prepared and professionally conducted Intake Call contributes significantly to avoiding misunderstandings, correctly assessing the need for advice, and improving the working basis for the entire team.

Opportunities and challenges in everyday law firm practice

Opportunities

• Efficient information gathering: All important data is collected systematically from the outset.
• Building trust: The Intake Call fosters mutual trust between law firm and clients.
• Structuring: A clear structure of the conversation helps to make work processes more efficient.
• Early identification of risks: Potential problems or missing requirements are detected early on.

Challenges

• Time pressure: Intake Calls often need to be conducted at short notice and under time pressure.
• Information gaps: Not all questions can be finally clarified in the initial conversation.
• Communication barriers: Linguistic or technical limitations can complicate the process.
• Effort of documentation: Structured follow-up requires diligence and may entail additional time expenditure.

Frequently asked questions (FAQ)

What is the aim of an Intake Call? The aim is to collect all relevant information for a new mandate in a structured conversation, clarify open questions, and create a solid working basis.Who typically participates in the Intake Call? Depending on the firm’s organization, staff from assistance, paralegal, associate, or even partners participate in the conversation. In some cases, the client is already involved.How long does an Intake Call last on average? The duration varies depending on the complexity of the matter. Intake Calls usually last between 20 and 60 minutes.What role do digital tools play in the Intake Call? Digital tools support appointment scheduling, guiding the conversation (for example, via video conference), and documenting the collected information.Why is good preparation for an Intake Call important? Thorough preparation ensures that all relevant questions are asked, the client’s requirements are identified, and a smooth course of the conversation is possible.How can I, as a trainee or beginner, successfully conduct an Intake Call? A successful start to an Intake Call process can be achieved through structured preparation, active listening, polite and professional demeanor, and conscientious documentation.What happens after the Intake Call? The collected information is documented in the mandate system and passed on to the responsible persons so that the mandate can be processed efficiently. In some cases, follow-up questions or additional intake steps are required.

The Intake Call is an indispensable tool in modern law firm practice to ensure orderly, transparent, and efficient mandate handling from the outset. Trainees, career entrants, and applicants should therefore familiarize themselves with the process, the methods used, and the practical challenges at an early stage.

Frequently asked questions

What data protection requirements must be observed when conducting an Intake Call?

When conducting an Intake Call, particular attention must be paid to the requirements of the General Data Protection Regulation (GDPR). This includes the lawful collection, processing, and storage of personal data obtained during the conversation. It is essential to provide transparent information about the purpose of data collection, the legal basis (for example, Art. 6 para. 1 sentence 1 lit. b or lit. f GDPR), possible recipients of the data, and the duration of storage either before or at the latest at the start of the Intake Call. Affected individuals must also be informed about their rights to access, rectification, erasure, and revocation of consent. Depending on the context, additional national regulations (such as the Federal Data Protection Act) may apply. If data is transferred to third countries, the respective requirements regarding adequate protection level and additional guarantees must be met. The employer or organizer of the Intake Call is obliged to take appropriate technical and organizational measures to ensure data security.

Is consent required to record an Intake Call?

Yes, explicit consent from all participants is generally required to record an Intake Call if personal data is involved. Consent must be given voluntarily, in an informed manner, and unequivocally. According to § 201 StGB, secret recording without consent may even be a criminal offense. In addition, the GDPR requires that consent is documented, i.e., its traceability must be ensured. In addition to the recording itself, it must also be documented for what purpose the recording is made, how long it will be stored, and who will have access to it. Participants must also be informed about their right of withdrawal. If no consent is obtained, the Intake Call may not be recorded.

What retention periods apply to data collected during an Intake Call?

Retention periods depend on the purpose of data collection and the relevant legal regulations, especially the GDPR. In principle, personal data may not be stored longer than is necessary to achieve the purpose (Art. 5 para. 1 lit. e GDPR – storage limitation). If the purpose ends (for example, after completion of an application process or a mandate review), the data must be deleted unless statutory retention periods apply, such as from the German Commercial Code (HGB) or the Fiscal Code (AO). In a legal context, retention for up to 10 years may be permitted for documentation purposes (e.g., in the area of compliance). Regular review of the necessity of storage and the implementation of a deletion concept are required.

Are the contents of an Intake Call subject to attorney-client confidentiality?

If the Intake Call takes place as part of a mandate discussion between Rechtsanwalt and client, all contents, information, and personal data are subject to attorney-client confidentiality in accordance with § 43a para. 2 BRAO and § 203 StGB. Attorney-client confidentiality extends to all information obtained in connection with professional activity, regardless of whether it is explicitly designated as confidential. Disclosure to third parties is only permitted with the explicit consent of the client or due to mandatory legal provisions. Breaches of confidentiality may have professional and criminal consequences.

What special obligations exist for international Intake Calls?

In the case of international Intake Calls, in addition to national data protection regulations, any regulations of the country in which the conversation partners are located must also be observed. If personal data is transferred to countries outside the EU/EEA, the requirements of Art. 44 et seq. GDPR must be complied with, in particular the existence of an adequate level of data protection or additional safeguards (such as standard contractual clauses or binding corporate rules). In addition, there may be reporting and information obligations to data protection authorities in the respective destination country. It is also advisable to adapt information and consent texts to the specific legal systems.

What legal risks arise from an improperly conducted Intake Call?

An improperly conducted Intake Call can incur a variety of legal risks. Data protection violations – such as missing or inadequate consents, faulty information requirements, or insufficient data security – can lead to significant fines under Art. 83 GDPR. There is also the risk of civil claims for damages by data subjects under Art. 82 GDPR. If unauthorized or secret recordings take place, criminal consequences may ensue (§ 201 StGB). For attorney Intake Calls, breaches of confidentiality obligations may lead to sanctions by the bar association or criminal prosecution authorities. Internal company liability may also be relevant in the event of compliance breaches.

What documentation obligations apply in connection with Intake Calls?

According to GDPR accountability obligations (Art. 5 para. 2, Art. 30 GDPR), companies and organizations must document all processing activities associated with Intake Calls. This includes, for example, the purposes of data collection, underlying legal bases, categories of data subjects and data, possible recipients, data flows (including third country transfers), technical and organizational measures for data security, as well as consent records (where required). If Intake Calls are recorded, the duration of storage and the deletion concept must also be documented. For sensitive data or special risks, a data protection impact assessment is mandatory.