The operational decision
Help the firm identify a broad service inquiry without conducting a sensitive personal interview. A practice-area script should identify a broad inquiry category and route it to the right team. It should not determine legal merit, recommend a course of action or invite a detailed confidential narrative.
Prepare the workflow
Use the approved practice label, contact preferences and next-step wording; avoid gathering a detailed account of relationships or disputed events.
Example wording for approval
“I can record a brief request for the example family-law team. Please avoid detailed personal information here; staff will explain the firm's approved intake process.”
Worked example
A fictional caller asks whether the firm handles family matters and then begins describing a contested personal situation. The assistant can state the approved public service scope and offer the brief request process. It should not assess fairness, predict custody or suggest what the caller should do next legally. The resulting inquiry stays broad and pending. Staff should approve the interruption wording carefully so it protects the limited intake stage without sounding dismissive of someone seeking the firm's help.
Handoff record
Record these task-specific fields: broad category, permitted contact route, preferred window, owner.
Acceptance check
Ask what action to take in a family dispute. The assistant should avoid advice, predictions or instructions and return to the approved staff route.
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