SOP Template: Client Onboarding for Legal
Free client onboarding SOP template for legal operations teams. Step-by-step intake, conflict checks, and engagement letters.
Purpose
Standardize how new clients are onboarded at the firm so that conflict checks, engagement letters, and matter setup happen consistently — regardless of which attorney originates the work. This prevents missed conflict screens that could trigger bar association complaints and ensures trust account setup complies with state rules.
Scope
Covers initial client contact through matter opening in the case management system. Does not cover ongoing matter management, billing disputes, or client termination procedures.
Prerequisites
- Clio or MyCase account configured with firm's practice areas and billing rates
- Conflict check database up to date with all current and former clients
- Engagement letter templates approved by managing partner for each practice area
- Trust account (IOLTA) set up and reconciled per state bar requirements
- Intake form template available in NetDocuments or firm shared drive
Roles & Responsibilities
Intake Coordinator
- Collect prospective client information via intake form within 1 business day of initial contact
- Run conflict check in Clio and document results
- Schedule consultation with appropriate attorney based on practice area
Responsible Attorney
- Conduct initial consultation and determine whether to accept the matter
- Review conflict check results and sign off before engagement
- Approve the engagement letter and fee arrangement
Office Manager
- Create the matter in Clio with correct billing codes and responsible attorney
- Set up client folder structure in NetDocuments
- Process retainer deposit into the IOLTA trust account
Paralegal
- Gather supporting documents from the client within 5 business days
- Populate the matter with key dates, deadlines, and statute of limitations
Procedure
When a prospective client contacts the firm by phone, email, or web form, the intake coordinator logs the inquiry in Clio's contact module within 1 business day. Record the person's name, contact details, nature of the matter, opposing party names, and referral source.
- aOpen Clio and navigate to Contacts > Add New
- bEnter name, phone, email, and preferred contact method
- cNote the matter type and opposing party names in the intake notes field
- dTag with referral source for marketing tracking
Completion Checklist
Key Performance Indicators
Time from inquiry to conflict check completion
Under 1 business day
Time from consultation to signed engagement letter
Under 3 business days
Retainer deposit into trust account
Within 1 business day of receipt
Welcome packet sent
Within 2 business days of engagement
Initial document collection
Within 5 business days of matter opening
Why This Matters for Legal
In a law firm, inconsistent client onboarding creates real liability. A missed conflict check can result in disqualification from a case and a bar complaint. A retainer deposited into the wrong account is an ethics violation. When intake varies by attorney — one sends engagement letters promptly while another delays for weeks — clients start questioning whether the firm is organized enough to handle their matter. A documented onboarding SOP removes that variability and protects the firm.
Common Mistakes
- ×Running the conflict check after the consultation instead of before — wasting attorney time on matters the firm can't accept
- ×Depositing retainers into the operating account instead of the IOLTA trust account, which violates state bar rules
- ×Starting substantive work before the engagement letter is signed, creating scope disputes later
- ×Not entering statute of limitations dates immediately, relying on memory or sticky notes instead of Clio's calendar
- ×Using inconsistent folder structures in NetDocuments, making it hard to find documents when deadlines hit
Legal-Specific Notes
Every state bar has specific rules about client trust accounts (IOLTA), conflict checks, and engagement letters. In most jurisdictions, commingling client funds with operating funds — even accidentally — triggers mandatory reporting and potential suspension. The engagement letter must clearly state the scope of representation, fee arrangement, and the client's right to terminate. If your firm handles matters in multiple states, ensure the engagement letter template addresses multi-jurisdictional practice rules.
Frequently Asked Questions
Learn More About Client Onboarding
For a deeper look at building onboarding documentation, see our complete guide.