The Center for Elder Rights Advocacy, in conjunction with the Missouri Senior Legal Helpline/Missouri Department of Health and Senior Services and the Utah Senior Legal Helpline at Utah Legal Services held a webinar entitled Training Your Legal Hotline Intake Staff on January, 19, 2012. This webinar is for managers and intake workers. The webinar provide tips and strategies that you can start using immediately.
The webinar deals with intake procedures such as:
- issue spotting,
- handling senior callers,
- conflicts of interest,
- case management systems,
- phone etiquette,
- dealing with difficult clients,
- third-party callers,
- managing sensitive information, and
- avoiding the unauthorized practice of law.