Law Firm Case Management: When to Refer Out vs When to Drop

Questions and Answers

The Drops department does a weekly evaluation

Send drop letters and make the drop call

Inform the Drops department of the potential drop

Do a run-through with your secondary and give your reasons why you believe it's a drop (correct)

To allocate resources to other clients

To increase revenue

To ensure the client receives the best service (correct)

To terminate the client relationship

Fostering trust and long-term relationships (correct)

Allocating resources to other clients

Terminating client relationships

Increasing revenue

To ensure all discussions and decisions are well-documented for future reference Signup and view all the answers

The department proceeds with sending drop letters and making the drop call Signup and view all the answers

To maintain client trust Signup and view all the answers

To allocate resources to other clients who are a good fit Signup and view all the answers

The secondary or CH Signup and view all the answers

To ensure all decisions are communicated effectively to the client Signup and view all the answers

The department proceeds with sending drop letters and making the drop call Signup and view all the answers

Study Notes

Evaluating cases is crucial for a law firm's efficiency, reputation, and client satisfaction
Effective case evaluation involves deciding whether to handle cases internally, refer them out, or drop them

Referring out a case means transferring it to another attorney or law firm with specific expertise or resources
This decision ensures the client receives the best possible representation and outcome for their situation
Criteria for referral:
- Case value and complexity
- Expertise and specialization (need for specific legal expertise)
- Client's best interest
High medical expenses and complex liability issues are examples of cases that may be referred out
Referral process:
1. Case presentation and approval
2. Referral auditor checks positive criteria
3. Referral specialist handles the process
4. Referrals department sorts and assigns cases
5. Communication with potential attorneys and client is established

Dropping a case means formally ending the firm's representation of a client
This typically happens due to client non-cooperation, insufficient evidence, or liability issues
Criteria for dropping a case:
- Unresolved issues
- Lack of cooperation from the client
- Denied liability
- No coverage
- Plaintiff being placed at fault
Drops process:
1. Review with secondary and give reasons for drop
2. Secondary or CH informs Drops department
3. Drops department evaluates and authorizes drop
4. Sending drop letters and making drop call

Ensuring effective communication to the client is crucial
Transparency and maintaining client trust are essential
Documentation of all discussions and decisions is necessary for future reference

Strategic referrals and client drops are crucial in client management
Focus is always on the client's best interests, fostering trust and long-term relationships