ClaimVela
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Printable onboarding and coaching guide
Build a repeatable training program for safe first contact, accurate PI fact capture, accountable follow-up, quality coaching, and attorney-controlled escalation—from orientation through supervised live work.
Core curriculum
Convert each competency into examples, counterexamples, fictional practice, supervisor observation, and a written escalation path. Pair this framework with the firm's own policies and approved materials.
Practice
Confirm identity, privacy, safe contact channels, communication restrictions, language or accessibility needs, and the purpose of the conversation before collecting a detailed account.
Observable evidence
The specialist uses the firm's approved opening, listens without rushing, records contact permissions, and adapts respectfully without promising representation.
Practice
Organize the prospective client's own account of the incident, parties, injuries, treatment, insurance, evidence, losses, and prior activity while separating confirmed, reported, and unknown information.
Observable evidence
The record preserves source language where it matters, labels uncertainty, and avoids converting a caller's account into conclusions about fault, causation, damages, or value.
Practice
Recognize firm-defined triggers involving safety, current counsel, duplicate or related matters, conflict inputs, possible urgency, minors, incapacity, death, government entities, or evidence at risk.
Observable evidence
The specialist pauses the ordinary path, preserves the exact information, and routes it to the authorized owner without clearing conflicts or calculating a deadline.
Practice
Record every promised action, assign a named owner and due time, use approved follow-up channels, and keep failed delivery, unavailable contacts, and incomplete work visible.
Observable evidence
A supervisor can answer who owns the next action, when it is due, what has already happened, and which exception is preventing progress.
Practice
Collect only what the current stage needs, use approved systems and access paths, protect notification content, verify recipients, and follow the firm's retention and incident procedures.
Observable evidence
The specialist does not move sensitive information into personal accounts or unapproved tools and knows how to report a mistaken recipient, suspicious request, or access concern.
Practice
Prepare a concise handoff with source-grounded facts, unknowns, inconsistencies, contact history, uploaded material, questions, promises, and a specific decision or action requested from the authorized reviewer.
Observable evidence
The reviewer can trace important statements to their source and make the professional decision without reconstructing the intake from scattered notes.
Operational work the firm may authorize
Attorney or authorized-review boundary
Customizable 30-day onboarding plan
The dates organize the work; they do not guarantee readiness. Move faster or slower by task based on the specialist's experience, observed performance, the firm's supervision model, and the risk of the work being assigned.
Days 1–3
Training focus
Evidence to review
The specialist can explain the workflow, locate approved materials, describe prohibited decisions, and identify the correct escalation owner in a teach-back exercise.
Days 4–7
Training focus
Evidence to review
Fictional records are accurate, source-aware, complete for the assigned stage, and free from invented legal or medical conclusions.
Days 8–14
Training focus
Evidence to review
The specialist follows the approved path under variation, recognizes exceptions consistently, and can explain why each escalation or communication choice was made.
Days 15–21
Training focus
Evidence to review
A supervisor documents representative work samples, corrections, escalation choices, and whether the specialist can safely repeat routine tasks with decreasing intervention.
Days 22–30
Training focus
Evidence to review
The trainer records an explicit readiness decision by task and scenario—not a blanket certification based on elapsed time or one composite score.
Fictional scenario lab
Use invented names, events, documents, and contact details. Tell trainees which policies apply, observe both the record and the conversation, then debrief the reasoning—not only the final answer.
Fictional setup
A fictional caller reports a recent collision, treatment at an urgent-care clinic, a claim number, photographs, and uncertainty about whether another driver was cited.
Trainee task
Open safely, invite the caller's account, separate known facts from assumptions, identify missing information, record available evidence, and assign the approved next review step.
Debrief question
Did the specialist avoid turning a citation, treatment visit, or caller belief into a liability, causation, or case-value conclusion?
Fictional setup
A fictional caller uploads a letter that displays a date and asks whether it is a deadline and what to do next.
Trainee task
Preserve the document and the caller's exact question, stop ordinary qualification if firm policy requires it, and route the record promptly to the authorized reviewer.
Debrief question
Did the specialist avoid interpreting or calculating a legal deadline while making the possible urgency visible?
Fictional setup
The fictional record resembles an earlier inquiry, and the caller says another lawyer may still represent them but is not returning calls.
Trainee task
Record the caller's words, pause the ordinary path, follow the firm's duplicate and conflict controls, and request authorized review without advising the caller about the other relationship.
Debrief question
Was access limited and escalation documented according to firm policy rather than resolved informally?
Fictional setup
A fictional prospective client says another person monitors their phone and asks the firm not to leave voicemail or identify itself in text messages.
Trainee task
Confirm the permitted contact path, record restrictions without unnecessary detail, adapt follow-up, and escalate any firm-defined safety concern.
Debrief question
Would every later team member understand the restriction before sending a message or leaving a voicemail?
Fictional setup
A fictional portal invitation fails, the phone number is unavailable, and the record lacks treatment and insurance details.
Trainee task
Keep the delivery failure visible, use only an approved alternative channel, preserve ownership, and identify the exact missing facts and next attempt due time.
Debrief question
Did the trainee treat an attempted message as an attempt—not as meaningful contact or a completed intake?
Fictional setup
A fictional generated summary says the other driver admitted fault, but the source note only says the caller believes the driver apologized.
Trainee task
Compare the draft with the source, remove or correct the unsupported statement, preserve the caller's actual wording, and report the failure through the firm's quality process.
Debrief question
Did the specialist treat generated text as a draft for review rather than evidence or legal analysis?
Firm-configured QA scorecard
Define examples, review frequency, severity levels, corrective actions, and readiness thresholds locally. Do not present a universal percentage, market benchmark, or single score as proof that intake is safe or effective.
| Dimension | What the supervisor checks | Coaching prompt |
|---|---|---|
| Accuracy and source fidelity | Material statements match the source; direct reports, records, and assumptions are distinguishable; corrections remain visible. | Which sentence would you change after listening to or reading the source again? |
| Stage-appropriate completeness | Required information for the current stage is present or explicitly unknown; the specialist did not over-collect unrelated sensitive data. | What is still needed for the next authorized decision, and why is each item necessary now? |
| Communication and listening | The opening is clear, tone is respectful, questions are neutral, the caller can correct the record, and promises are specific and realistic. | Where could you pause, reflect the person's concern, or ask a less leading question? |
| Boundary and escalation behavior | The specialist recognizes exceptions, avoids legal or medical conclusions, and routes the record to the correct authorized role with usable context. | What decision was being requested, and who is actually authorized to make it? |
| Ownership and follow-through | Every promised action has a named owner, due time, approved channel, delivery result, and documented outcome or exception. | If you were unexpectedly absent tomorrow, could another team member complete every promise from this record? |
| Privacy and secure handling | Contact restrictions, recipients, access, collection, uploads, exports, and notification content follow the firm's approved controls. | What is the minimum information and safest approved path needed for this step? |
Readiness gates
Gate 1
Permitted work: Observe approved work and complete guided tool exercises using fictional data.
Gate evidence: Teach-back confirms the specialist understands the process, boundaries, escalation roles, and security basics.
Gate 2
Permitted work: Complete fictional scenarios and prepare draft records, messages, and handoffs for review.
Gate evidence: A varied scenario set shows accurate capture, reliable exception recognition, and correction after coaching.
Gate 3
Permitted work: Complete a defined set of routine live tasks with the specified pre-action or post-action review.
Gate evidence: Representative samples show the routine task can be repeated safely; exceptions still move immediately to the supervisor.
Gate 4
Permitted work: Independently own only the task categories the firm has authorized, with continuing sample review and ready access to escalation.
Gate evidence: The supervisor records the scope, review cadence, coaching focus, and conditions that narrow authority or return the specialist to closer supervision.
Technology and human handoffs
Configure exact roles and actions for your environment. Technology can preserve state, surface work, and prepare drafts; people remain responsible for respectful communication, source checking, exception handling, supervision, and professional decisions.
| Workflow moment | Technology may support | Specialist owns | Escalated owner |
|---|---|---|---|
| New inquiry arrives | Create a timestamped record, preserve source details, and surface the firm's response target when configured. | Confirm safe contact, acknowledge receipt with approved language, accept ownership, and identify an immediate exception. | A designated supervisor owns unusual operational routing; an authorized attorney owns legal, conflict-clearance, and representation decisions. |
| Facts are incomplete | Display missing fields, prior attempts, delivery results, and open work without inferring legal significance. | Ask approved neutral questions, mark unknowns, and create a specific next action with an owner and due time. | A supervisor may redirect collection; an authorized attorney decides whether the record is ready for legal review and what professional judgment follows. |
| An exception appears | Route or flag according to configured rules and retain the activity trail. | Pause the ordinary path, preserve the source information, and explain only the next operational step the firm has approved. | A supervisor routes the exception; an authorized attorney clears conflicts, interprets legal urgency, evaluates qualification, and determines disposition. |
| AI assists with a draft | Organize supplied information, surface apparent gaps, or prepare a draft for review. | Compare the output with source material, correct unsupported statements, and follow the firm's approval path before use. | A supervisor enforces approved uses and review controls; an authorized attorney owns any legal judgment or client-facing professional decision. |
| Attorney review is requested | Present the record, source material, communications, assignments, gaps, and activity history together. | Prepare the factual handoff, identify the precise question or decision needed, and remain accountable for promised operational follow-up. | An authorized attorney performs conflicts and legal review, decides the professional next step, and approves the communication or action. |
| A matter is retained | Carry approved intake facts, files, messages, tasks, and activity into the retained workflow when supported and configured. | Verify that engagement requirements, ownership, open promises, and next actions are complete for handoff. | An authorized attorney approves engagement; the designated supervisor confirms that the downstream case owner accepted the operational handoff. |
Daily coaching rhythm
Weekly calibration rhythm
Where ClaimVela fits
ClaimVela can receive structured PI inquiries, place new leads in an ownership and response queue, organize supplied facts, surface apparent information gaps, coordinate tasks, consultations, and approved follow-up, collect private messages and files through a revocable portal, and preserve the intake history when an attorney-approved matter moves into retained work.
AI-assisted summaries and drafts require human review. ClaimVela does not clear conflicts, calculate legal deadlines, determine liability or case value, give legal advice, diagnose medical conditions, or accept or reject representation. Review the current assurance scope before onboarding regulated or contractually restricted data.
Authoritative references
These sources provide general professional-responsibility, supervision, AI, and data-security context. They do not establish a universal curriculum or replace advice about the laws, rules, employment requirements, and facts that apply to the firm.
General context for duties involving prospective clients and information learned during consultation. Firms should check the rules and authority that apply in their jurisdictions.
General context for lawyer responsibilities concerning nonlawyer assistance, including reasonable efforts, direction, and supervision.
ABA guidance addressing trained and supervised nonlawyer participation in prospective-client intake, including the opportunity to communicate with a lawyer about fees and scope of representation.
ABA guidance discussing professional duties implicated by lawyers' use of generative AI tools, including competence, confidentiality, supervision, and review.
Business guidance on collecting only what is needed, limiting access, protecting data through its lifecycle, and overseeing service providers.
Frequently asked questions
A practical training plan should cover safe and respectful first contact, accurate and neutral fact capture, approved communication language, record completeness, response ownership, follow-up, privacy and security, exception escalation, attorney-review handoff, and the firm's tools and procedures. The exact curriculum should reflect the firm's jurisdictions, staffing model, service standards, and authorized workflows.
There is no universal onboarding duration. A firm can use a 30-day framework to sequence orientation, observation, scenario practice, supervised live work, quality review, and readiness decisions, then adapt the pace to the specialist's experience and the firm's risk controls. Independence should follow demonstrated competence rather than the calendar alone.
An intake specialist can collect reported facts, use the firm's approved routing criteria, identify missing information, and escalate the record for authorized review. The specialist should not clear conflicts, calculate legal deadlines, decide liability or case value, give legal advice, accept or reject representation, or communicate an attorney decision without the firm's authorized process.
Use a firm-configured quality rubric that reviews factual accuracy, record completeness, approved language, safe-contact practices, ownership, timely follow-up, correct escalation, and a reviewable handoff. Supervisors should review examples and coach patterns over time rather than treating one universal score or market benchmark as proof of quality.
Scripts and checklists work best as guardrails for practice, observation, and feedback rather than as substitutes for listening or professional judgment. Trainers can use them in scenario drills, ask specialists to explain why each step matters, and evaluate whether the specialist can follow the approved path while responding respectfully to the prospective client's needs.
AI can assist with administrative work such as organizing source-grounded summaries, surfacing apparent information gaps, preparing approved follow-up drafts, and supporting quality review. Firms should protect confidential information, test the tool and its failure paths, require appropriate human review, train staff on its limitations, and keep legal and representation decisions with authorized attorneys.