"Communicate! A Reference Manual for Communications Coordinators"
Legal Services of North Florida - 030161
Abstract Number: 030161
August 2003
Legal Services of North Florida (LSNF) updated its intake handbook to promote consistency in staff communications with clients. Although all offices have a communications coordinator whose purpose is to correspond with potential clients by phone or in person, it is important that all staff members be able to respond as effectively when needed. To present a professional image, staff must be just as knowledgeable about the office's policies and process as the communications coordinator. To achieve this end, the handbook provides the general information and policies that each worker should know, as well as scripted examples of questions clients may ask and the appropriate answers. The Q & A subjects include:
Information on Legal Services
Request for Legal Assistance
Scheduling Appointments
Case Approval
Process of Case
Request for Information on a Case by Third Party
Screening Client Calls
This manual was developed to offer a straightforward reference to common policies when interacting with the public and to supply answers to the most commonly asked questions. The manual can be accessed as a PDF document below.
Contact Information:
Kristine Knab Executive Director Legal Services of North Florida 2119 Delta Boulevard Tallahassee, FL 32303 Phone: (850) 385-9007 x16 Fax: (850)205-6540 kris@lsnf.org
LSC:
America's Partner for Equal Justice 
