The Head of Intake is responsible for leading the intake function while remaining actively involved in handling prospective client calls. This role owns intake quality, team training, escalations, scripts, follow-up standards, and performance tracking.

The primary objective is to ensure that every qualified lead receives prompt, professional, and consistent attention while improving overall conversion and client experience.

Key Responsibilities
Intake Calls
- Handle inbound and outbound prospective client calls.
- Conduct detailed intake interviews and gather all necessary case information.
- Qualify potential matters based on established criteria.
- Follow up with prospective clients who have not yet retained the firm.
- Assist with high-value, complex, sensitive, or difficult calls.
- Step in when additional call coverage is needed.
- Ensure urgent matters are promptly escalated.

Team Leadership and Training
- Train and onboard Intake Specialists.
- Provide ongoing coaching and performance feedback.
- Conduct call reviews and quality assurance.




- Facilitate role-playing and call simulations.
- Identify areas where team members need additional development.
- Maintain and improve intake training materials and procedures.
- Ensure the team follows consistent intake and follow-up standards.

Scripts and Communication Standards
Develop, maintain, and improve scripts for:
- Initial inbound calls
- Outbound follow-up
- Missed calls
- Voicemail
- Text messages
- Client sign-up conversations
- Disqualified leads
- Referral situations

Scripts should serve as frameworks rather than rigid language and should continuously improve based on presente call performance and conversion data.

Escalations
Serve as the primary intake escalation point for:
- Prospective clients hesitant to move forward
- Difficult or upset callers
- Complicated liability situations
- Insurance or coverage concerns
- Serious injuries
- Multiple-party matters
- Unusual case circumstances
- Matters where

📌 Head of Intake (México)
🏢 AnsweringCases
📍 México