Law office front-desk SOP templates

1. New client intake and conflicts check

Purpose

Collect the facts the attorneys need from a prospective client and make sure [Firm] has no conflict before anyone discusses the matter in detail.

When it applies

Anyone calls, emails, or walks in asking about legal help, or is referred by an existing client.

Steps

1. Open a new Prospect Contact Card. Record full name, phone, email, and the best time to reach them.
2. Ask for the names of every other party involved: the other side, their lawyer if known, related companies, and family members named in the matter.
3. Write a short, factual description of what happened, in the caller's own words. Facts only. Do not turn it into a legal issue.
4. Enter every name in the conflicts system and wait for the result before you offer a consultation time.
5. If the check is clear, offer the next open consultation slot. If it is not clear, stop and send it to [Name], the conflicts attorney.
6. Tell the caller what happens next and how long it usually takes.

What to say

"Thank you. I have your details. Before we set a time, I need to run a quick check on the names you gave me. I will call you back by [Time] today."

"A consultation is not a promise that [Firm] will take the matter. The attorney will talk that through with you."

Escalate to

A possible conflict, a name that matches a current or former client, or a caller who describes a deadline within 14 days goes to [Name] at [Phone] right away. Do not tell the caller why a conflict is being checked.

Last reviewed: [Date]. Reviewed by: [Name].

2. Scheduling and rescheduling

Purpose

Keep attorney calendars accurate and give clients one clear, consistent answer about their appointment.

When it applies

A client or prospective client asks to book, move, or cancel any meeting, call, or preparation session.

Steps

1. Confirm the full name and the matter. Look up the file before offering times.
2. Book the right length: [30] minutes for a first consultation, [60] minutes for a file review, [Number] minutes for a signing.
3. Offer two time options. Do not promise a specific attorney unless the file says so.
4. Enter the booking and send the confirmation with the address, parking notes, and what to bring.
5. For a reschedule, release the old slot and note the reason in the file.
6. If the new date falls close to a court date or filing deadline, check with the attorney before you confirm.
7. Send a reminder [2] days and [1] day before.

What to say

"I can offer you Tuesday at 10 or Wednesday at 2. Which is easier for you?"

"I will check with [Attorney] because of the date on your file, and I will call you back within [Time]."

Escalate to

Any request to move a meeting that touches a court date, filing deadline, or hearing goes to the assigned attorney before it is confirmed. Double bookings go to [Name].

Last reviewed: [Date]. Reviewed by: [Name].

3. Missed appointments

Purpose

Follow up kindly and consistently when someone does not show, and protect the attorney's time.

When it applies

A client or prospective client is more than [15] minutes late with no word, or does not arrive at all.

Steps

1. Wait [15] minutes. Check the front desk voicemail and email for a message.
2. Tell the attorney the person has not arrived and ask whether to hold the slot.
3. Call the number on file once. Leave a short, neutral message if there is no answer.
4. Send a text or email the same day offering to rebook.
5. Record the missed appointment in the file with the date and time.
6. After [2] missed appointments, send the file to [Name] for a decision on how to proceed. Do not decide this at the front desk.
7. If the person arrives late, tell the attorney and let them decide whether to go ahead.

What to say

"Hello, this is [Name] from [Firm]. We missed you today and wanted to make sure you are okay. You can call me at [Phone] to find a new time."

Escalate to

A missed appointment before a deadline, hearing, or signing goes to the assigned attorney the same day. A client who may be in distress or unsafe goes to the attorney immediately.

Last reviewed: [Date]. Reviewed by: [Name].

4. Phone and message handling

Purpose

Make sure every caller gets a courteous answer and every message reaches the right person with the details they need.

When it applies

Every incoming call, voicemail, or message left at the front desk.

Steps

1. Answer with the firm name and your own name.
2. Ask who is calling and for which attorney or matter. Do not confirm whether someone is a client until you know who they are and the file allows it.
3. Write the message in full: caller name, number, matter, best time to call back, and the exact request.
4. Mark it urgent only if it mentions a deadline, a court date, an arrest, or a safety concern.
5. Deliver the message through [system or method] within [1] business hour. Urgent ones go by phone or in person.
6. Check voicemail at [Time] and [Time] each day and clear it.
7. If a caller will not leave a name, take a number and say you cannot promise a callback.

What to say

"[Firm], this is [Name]. How can I help you?"

"I will make sure [Attorney] gets this today. What is the best number to reach you?"

Escalate to

Callers who mention a deadline, an arrest, a threat, or a media inquiry go to [Name] at [Phone] right away. Callers who ask for legal advice get the line in procedure 10.

Last reviewed: [Date]. Reviewed by: [Name].

5. Mail, couriers, and service of process

Purpose

Make sure nothing time sensitive sits on the front desk, and that delivery of legal papers is handled by the book.

When it applies

Mail, packages, couriers, or anyone delivering papers to the office.

Steps

1. Open and date-stamp general mail on arrival. Log certified mail and courier deliveries in the mail log.
2. Sort by attorney and by matter. Put anything from a court or a government agency in the urgent tray.
3. Note any deadline printed on the document. Tell the attorney the same day.
4. If someone says they are serving papers, ask for their name and the document title. Do not argue.
5. Do not accept service for a person or entity unless [Name] has told you in writing that you may. If you are unsure, ask the person to wait while you reach [Name].
6. If papers are left behind, write down the time, date, and who handed them over, and give them to the attorney at once.

What to say

"Thank you. I will get this to the right person right away. May I have your name?"

"I am not able to say whether this office will accept service. Please wait one moment while I check."

Escalate to

Anything from a court, anything labeled summons, subpoena, or notice of hearing, and any service attempt goes to [Name] at [Phone] immediately, including after hours.

Last reviewed: [Date]. Reviewed by: [Name].

6. Records requests

Purpose

Release or decline file copies in a way that protects the client and follows the firm's rules.

When it applies

A current or former client, or anyone else, asks for copies of documents, a file, or an invoice history.

Steps

1. Ask who is requesting and what they need. Take the request in writing.
2. Verify identity using [method], such as a photo ID or a call back to the number on file.
3. Check whether the requester is the client of record or has written authority from the client.
4. Do not release anything to a third party, including family, an employer, an insurer, or another lawyer, without a signed release on file.
5. Send the written request to [Attorney] for approval. Do not decide what is in or out of the file.
6. Record the request, the date, the approval, and what was sent.
7. Tell the requester the usual timing of [Number] business days.

What to say

"I can take your request now. An attorney will review it and we will get back to you within [Number] business days."

"I am not able to share anything from a file without a signed release. I can send you the form."

Escalate to

Requests from another lawyer, a government agency, or anyone claiming a court order go to [Attorney] before any reply. Subpoenas go to [Name].

Last reviewed: [Date]. Reviewed by: [Name].

7. Payments and trust account questions

Purpose

Give clients clear, simple answers on bills and payments while keeping every trust account decision with the attorney.

When it applies

A client asks about an invoice, a payment, a retainer, a refund, or what is held in trust.

Steps

1. Verify the caller is the client of record before discussing any account information.
2. For ordinary payments, accept payment through [approved methods] and give a receipt.
3. Never take payment in a way the firm has not approved. Never accept cash over [Amount].
4. For questions about retainer balance, trust deposits, withdrawals, transfers, or refunds, do not answer. Take the question in writing.
5. Send the question to [Name] or the bookkeeper within the same business day.
6. Do not promise a refund, a discount, a payment plan, or a waiver. Those are the attorney's decisions.
7. Log the call in the file.

What to say

"I can take a payment now. For questions about your trust balance, I will have [Name] contact you today."

"I am not able to promise any change to your fees. I will pass this along."

Escalate to

All trust account questions, disputed bills, and refund requests go to [Name] at [Phone]. A client who is upset about a bill goes to the attorney.

Last reviewed: [Date]. Reviewed by: [Name].

8. Interpreters and accessibility

Purpose

Make sure every client can understand and take part in their own matter.

When it applies

A client needs help with language, hearing, sight, mobility, reading, or any other access need.

Steps

1. Ask at intake: "Is there anything that would make it easier to meet with us?" Record the answer in the file.
2. If a client needs an interpreter, book one from [Interpreter service] before the appointment. Record the language and dialect.
3. Do not use a family member, child, or friend as an interpreter unless the attorney agrees.
4. For mobility needs, confirm the door, ramp, and elevator, and offer a ground-floor room or a phone or video meeting.
5. For hearing or vision needs, offer large print, written summaries, or a relay service. Ask what works for them.
6. Give extra time and do not rush. Confirm understanding by asking them to say it back in their own words.
7. Tell the attorney about the need before the meeting.

What to say

"Would you like us to arrange an interpreter? We will set that up for the appointment."

"Please tell me what would make this easier. We will do our best to set that up."

Escalate to

A request we cannot meet, a cost question, or a court related access request goes to [Name] at [Phone].

Last reviewed: [Date]. Reviewed by: [Name].

9. Handling upset callers

Purpose

Keep everyone safe and calm, and get the caller to the right person without making matters worse.

When it applies

A caller or visitor is angry, anxious, crying, or raising their voice.

Steps

1. Stay calm and let them finish. Do not interrupt or argue.
2. Say what you heard in one short sentence, so they know they were listened to.
3. Do not defend the firm or an attorney. Do not give opinions on their case.
4. Ask what they would like to happen next, and say what you can do right now.
5. Offer a callback from the right person with a time frame you can keep.
6. Write down what happened and tell the attorney the same day.
7. If someone threatens harm to themselves or others, or you feel unsafe, move to a safe place and call 911 if the danger is immediate.

What to say

"I can hear that you are very worried. I want to get this to the right person. Can I take your number?"

"I will have [Attorney] or [Name] call you by [Time]."

Escalate to

A threat of harm goes to [Name] right away and, if there is immediate danger, to 911. Complaints about the firm or an attorney go to [Name] the same day.

Last reviewed: [Date]. Reviewed by: [Name].

10. What the front desk never advises on

Purpose

Keep the front desk helpful and safe by being clear about what is the attorney's job and what is not ours.

When it applies

Any time a caller or visitor asks what they should do about their legal situation.

Steps

1. Listen to the question and write it down in the caller's words.
2. Do not say what the law is, what a document means, what a judge will do, or whether someone has a good case.
3. Do not predict outcomes, how long something will take, or what it will cost.
4. Do not recommend whether to sign, pay, answer, appear, or ignore something.
5. Do not comment on another lawyer's advice or on what the other side is doing.
6. Say what you can do: book a time, take a message, or send a form.
7. Pass the question to the attorney the same day.

What to say

"I am not able to give legal advice, but I can make sure [Attorney] hears your question. May I take the details?"

"I can set up a time for you to speak with an attorney. Which day works best?"

Escalate to

Any question about a deadline, a court order, an arrest, a threat, or a signature goes to [Attorney] or [Name] at [Phone] right away.

Last reviewed: [Date]. Reviewed by: [Name].

Next steps

If you want to know how well your own written procedures hold up, we offer a free handbook gap report. Send us your handbook and we will show you what a front-desk assistant could and could not answer from it. Start at forgeagentsio.com/gap-report.html.

If you would rather not write these yourself, we can write your office's procedures with you, in plain language, from how your team really works. Email daldridge@forgeagentsio.com to talk it over.

These templates are free to copy and adapt for your own office. They are a starting point. They are not legal, medical, or veterinary advice.

Forge Agents LLC, Saint Paul, Minnesota. Founder: Dustin Aldridge.