Client Communication, Interviewing, and Office Administration
Client Communication, Interviewing, and Office Administration
This domain tests the front office: intake, conflict checks, engagement terms, calendaring, file management, and the communication that keeps a client reasonably informed under Rule 1.4.
Intake and conflicts
Intake captures the names of all parties and adverse parties, the nature of the matter, deadlines, and how the client found the firm. Run a conflict check against current and former clients before substantive discussion; Rule 1.18 protects prospective clients. The engagement letter should define scope, fee structure, costs, and the client's responsibilities, and fee agreements must be in writing where the jurisdiction requires it.
Communication and interviewing
Use open questions to get the narrative, then closed questions to pin down dates, documents, and names. Take contemporaneous notes and confirm key facts in writing. Explain the process in plain language without predicting outcomes, and arrange a qualified interpreter rather than relying on a family member.
Administration
Calendar every deadline at intake, including the limitations period, and use a tickler system with a second reviewer. Keep time records contemporaneously and avoid block billing. Maintain confidentiality across shared drives, email, and paper files, and follow retention and destruction policies. Technology competence is part of Rule 1.1.
Worked example
A new caller describes a slip-and-fall and asks, "Do I have a case?" The paralegal should gather facts and the incident date, run a conflict check, and schedule an attorney consultation. Saying "you definitely have a case" is legal advice, creates a UPL risk, and may create a client expectancy the firm has not accepted.
Traps
- Giving a legal opinion during intake.
- Failing to calendar a limitations period because the attorney "already knows."
- Missing a conflict that later disqualifies the firm.
- Leaving a message with a third party that discloses the matter.
- Relying on a family member to interpret at a client meeting.