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Intake Specialist interview questions and how to answer them

A law firm interview for intake is mostly a listening test dressed up as a conversation. They'll ask about calls you've handled, then hand you a pretend injured caller and watch what you ask first. Here's what each question is really after, and how to answer like someone who's already sat in the chair.

11 questions7 minute read

Part 1

1.A caller says they were rear-ended yesterday and asks if they have a case. What do you say?

Why they ask

This is the line every intake specialist walks on every call. They want to see that you stay helpful without giving legal advice.

How to answer

  • Say you can't judge the case yourself, but an attorney will review it today
  • Move straight into gathering facts: date, location, police report, injuries, treatment so far
  • Ask about insurance on both sides and whether they've talked to an adjuster
  • Tell them the next step and when they'll hear back, then follow through

2.Walk me through how you'd run a conflict check.

Why they ask

Signing a client whose opponent the firm already represents is a real problem. They want someone who checks before anything gets signed.

How to answer

  • Collect the full names of the other driver, company or insurer early in the call
  • Search them in the firm's case management system, including spelling variations
  • Flag any hit to an attorney before sending a retainer
  • Note in the file that the check was run and what came back

3.Most of the people who call won't qualify. How do you turn someone down?

Why they ask

Declines are a big share of the job, and a bad one ends up in an online review. They want kindness and consistency.

How to answer

  • Use the firm's approved decline wording so nobody hears a legal opinion
  • Say the firm can't take the matter, not that the person has no case
  • Mention that deadlines may apply and suggest they speak with another attorney soon
  • Send the written decline letter the firm uses and log the reason in the CRM
4.Which intake or case management software have you used?

Why they ask

Firms run on tools like Lead Docket, Litify, Clio Grow or Filevine, and they'd rather not start you from zero.

How to answer

  • Name the tools you've used and what you did in them, such as creating leads or updating status
  • If you haven't used legal software, name the CRM or ticket system you did use
  • Describe how you kept records clean enough for someone else to pick up
  • Say you'll learn their system quickly and give an example of learning a past one
5.A caller is crying and describing a death in the family from a crash. How do you run the call?

Why they ask

Wrongful death and catastrophic injury calls come in regularly. They need to know you won't rush the person or freeze up.

How to answer

  • Slow down and let them finish before asking anything
  • Say you're sorry for their loss plainly, without filler
  • Ask only the essential questions and explain why you're asking each one
  • Get an attorney on the phone or scheduled quickly, since these cases go to the top of the queue

Part 2

6.How do you get a retainer signed without pressuring the client?

Why they ask

Speed matters to the firm, but a client who feels pushed cancels later or complains to the bar.

How to answer

  • Explain the agreement in plain words, including the contingency fee basics the firm allows you to cover
  • Send it through DocuSign while they're still on the phone and stay on to answer questions
  • Leave real legal questions for the attorney and say so
  • Follow up by text or call if it isn't signed by the firm's cutoff
7.What details make an injury call worth sending to an attorney right away?

Why they ask

They want to see whether you understand the firm's criteria instead of just reading questions off a screen.

How to answer

  • Clear fault on the other party, such as a rear-end crash or a commercial truck
  • Real injuries with treatment, like an ER visit, imaging or surgery
  • Insurance coverage on the other side
  • A timeline that isn't close to a filing deadline, or one that is and needs urgent review
8.Tell me about a time you handled a very busy phone queue.

Why they ask

When a TV ad runs, the phones light up at once. They need someone who stays accurate under that pressure.

How to answer

  • Set the scene briefly: what kind of queue and why it spiked
  • Say how you decided which calls or callbacks came first
  • Explain how you kept notes accurate even when you were rushing
  • End with the result, such as no missed callbacks by end of day
9.How would you handle a caller who is already represented by another lawyer?

Why they ask

Contacting someone else's client raises ethics issues, and firms have strict rules for this situation.

How to answer

  • Ask directly whether they have signed with any attorney on this matter
  • If yes, follow the firm's policy and route the call to an attorney rather than discussing the case
  • Don't criticize the other firm
  • Document what the caller said
10.What would you do if you realized you'd entered the wrong accident date in a file?

Why they ask

Dates drive deadlines, and a wrong one can hurt a case. They're checking honesty and attention to detail.

How to answer

  • Fix it right away and note the correction
  • Tell the attorney or case manager, especially if the date affects a deadline
  • Check your other open files for the same mistake
  • Say what you'd change to stop it happening again, like reading dates back to callers

Part 3

11.Why intake, and why a law firm?

Why they ask

Turnover in intake is high. They want someone who knows what the job involves and still wants it.

How to answer

  • Name what you like about phone work, such as solving a problem in one call
  • Show you know the hard parts: sad stories, declines, evening shifts
  • Connect it to a plan, such as learning how cases move from intake to settlement

Questions to ask them

Ask at least two. It shows you're picking them too.

  • What does a good sign-up rate look like here, and how is it tracked?
  • Which practice areas come through intake, and which one sends the most calls?
  • How fast are new leads expected to get a callback, and who covers nights and weekends?
  • How do attorneys give intake feedback on the cases we send up?
  • What does the training period look like before I take calls alone?

Related interview guides

Intake CoordinatorParalegal