UPDATES/REMINDERS

Valsartan Mass Tort - No more Valsartan (mass tort) cases being taken per our partner.

TOPDOG CASES. Starting today, all TOPDOG MVA cases that pass our qualifiers are to be signed under the status 'Signed Up/Some Criteria.' Additionally, all TOPDOG premise cases are to be sent for review under my name automatically, along with the medmals, etc.

We are no longer signing CPAP cases. The litigation is closed

LAW EXPERT OPPORTUNITIES. Moving forward @channel  we have to advise on the Review Cases chat if the case you are sending would be before signing or before sending for review to make sure the staff is prioritizing your request, thank you.

Starting now--Do NOT create any Law Expert opportunities that come through. Our Lead control will assign these. This is VERY important 

NEW FLORIDA PREMISES CASE REVIEW PROCESS (Starting NOW)  

All Premises Cases that happened in Florida will be reviewed by Marcia REGARDLESS OF PROMPTS.

• Agents will no longer send reviews to Marcia via email, they will:

• Fill out questionnaire

• Put the ‘Assigned to Intake Name’ to Marcia Sampson

• Change the status to ‘Under Review’

• Make a note stating “Marcia, please review”

DISREGARD OPPORTUNITIES: 

 The only reason we should disregard opportunities is for duplicate leads. 

 PLEASE NOTE: Goldwater | Walker adv opportunities can't be disregarded even though these are duplicates. EVERY GW/Walker Adv needs to be properly promoted to lead and rejected. 

Please remember to use the opening script approved, which is "Thank you for calling Shunnarah Trial Attorneys. This is _ speaking. Who do I have the pleasure of speaking with?"

If you do not say the script as it is, you will be penalized in your QA evaluations.

SOL CHANGE FOR LOUISIANA. The Louisiana SOL changed to 2 years on 7/1/2024.

 If you have a case that happened in Louisiana with an incident date before 7/1/2024, follow the 1 year SOL. If the incident date is 7/1/2024 or later, follow the 2-year SOL.

The SOL Google sheet has been updated to reflect this change.

AI GENERATE BUTTON, Team, we need your help on the summaries.

When you sign a case, please remember to go to you incident tab and generate the AI summary. This step is very important and we could get escalated for not doing that.

Remember that if your are caught not doing that you are going to get disciplinary actions and autozero for not following the correct procedures.

LAW EXPERTS Hoping everyone is doing great, let me share a new update that we received from TJ today regarding Law Experts Leads, this will help you understand when a lead is about to be transferred from this specific source so that we can take the call, complete the intake and sign if the qualifying prompts advise you to do so, let me give you a quick heads-up:

Basically, these clients who come directly from this source had already submitted a form to get assistance with their Police Report, The Law Experts program calls the client to ask for some information regarding the incident so that they can create a lead for us, and then they ask the PC if they already have a retained counsel and if the PC still has not hired an attorney they do ask the PC if they want to be connected with one of their network attorneys, If the PC answers yes that's exactly when we get into the game, they call us directly on a three-way call and their script would usually sound like this. (depending on how the incident happened)

LAW EXPERTS Cont... First, pay attention to what the representative is saying at the moment that you pick up the call so that you can identify if it is one of the Law Experts representatives, If you identify that they are calling, we need to let them transfer the call to you and look for the opportunities tab with the PC's name, then you pick up the opportunity and we move on as any other call that would be transferred from any of the different sources that we have, If the lead is taking too long to be created by the Law Experts Representative do not waste your time and create a new lead and start the process (This will only be allowed if the representative is taking too long to create the opportunity, other than that we just need to check the opportunities tab so that we can get started) Once we get the opportunity and once your lead has been created we will associate your lead with the opportunity that way we will avoid duplicated leads from the same source (ask your sup or TL to do it), I hope this information finds you well and that we can start doing this process correctly and that we do not get confused when getting these leads transferred from them.

DAVID WESTON. We have been having consistent call ins from David Weston.  We have Signed/Referred, Duplicated, Changed to Lost and Rejected 10 of his cases within Lead Docket.  He usually is referred to HSTA when we do take the case but Shannon Rowan has asked that we no longer sign his cases because he is a habitual caller but his claims are never legitimate.  HSTA has been dealing with him for years.  Please DO NOT SIGN anymore cases for him unless specifically sent to Shannon Rowan for vetting, before signing and she tells you yes to sign, as she knows him well.  Please do not send anything for her to Vet that is close to or matches the 10 we already have in Lead Docket.  Listed here is her email from the last time we sent a case to her: "I’ve dealt with David Weston for years throughout the personal injury intake world and he has never ended up being a legitimate claim in my experience. Most of his claims include the same injuries that typically include broken bones/ head injuries and accidents involving 18-wheelers and/or traumatic falls."  Here is the contact information on David Weston to make note of to only send for review before you sign:                                 David Weston

409 N Latour St

Ville Platte, AL 70586

Evangeline Parish                                                                 Mobile Phone: (318) 750-6022

Email: davidwestngpliclweston@gmail.com

Language Spoken: English

Birthdate: 5/8/1969 (55 years old)

Gender: Male 

MASS TORT CASES All mass torts that we handle are now able to be handled in lead docket:

• Camp Lejeune

• Hernia Mesh

• Round Up

• Hip Replacement

• Talcum Powder

• TVM

• NEC

• Elmiron

No leads should be signed in interface any longer

Follow up on Case Reviews Team--If an attorney hasn't responded to a lead docket case review, send an email with all the info in it and put in the subject "PLEASE ADVISE REVIEW" and the name of the client. Make sure to add intake management to it as well

Review on Indiana cases On INDIANA cases that are NOT Medical Malpractice, Broken bones, commercial/18-wheeler, catastrophic, or death - Send for review to Dan Petrich, Anna Schmidt, Gabby Munoz, and Mia Duran

Notes on all cases Team - While doing outbounds in Vicidial and 3CX, please open every lead either in LD or IF and put internal updates. For example: voicemail, no answer, hung up, mailbox full. ALWAYS leave notes. Thank you team!

Sending MOs (Mail Outs) to ANS States

1. Change lead status to |Pending sign-up/Mail"

2. Go to the Notes tab and add a note saying "Hello Paul, Please MO the contract to this PC because...(explain the reason)

3. Select "Paul Budge, PNC Review" on the tab "Email note to" and then send

Sending MOs (Mail Outs) to Any Other State

1. Change lead status to |Pending sign-up/Mail"

2. Change the assigned intake to "McKinley Beck"

3. Go to the "Notes" tab and add a note saying "Hello McKinley, please MO the contract to this PC because...(explain the reason)

4. Send a slack message to McKinley Beck letting her know about the process.

Questionaire "Did the client wait more than 90 days to get treatment after the accident?" I'm sharing all with you this update because some of us were on different pages, now, all of us should follow this instruction and comply with it by answering the prompts correctly 

When it comes to answering the prompt "Did the client wait more than 90 days to get treatment after the accident?"

If the client went to the hospital at least once, it will count as treatment and we should answer it as no.

This is going to help a lot of us to get our cases to be referred out by signing with all criteria instead of some. 

Source Schuerger Shunnarah Receptionist

Here is the update we share with you today. 

Remember that if you receive a call from Schuerger Shunnarah Receptionists, you will ask ONLY for PC's name.

With the PC, complete the lead and ask how they heard about Shunnarah PLEASE.

Transfers from Accident Helpers

If you answer the phone and they announce they are with Accident Helpers (it is a Trucking Campaign) the Marketing Source and Referral Source must be Mani  

Please acknowledge this update and follow the correct procedure to avoid QA penalizations. 

If case is settled with insurance for injuries. 

Please acknowledge and be careful when qualifying a case.  We will have to send the case for review if the PC has SETTLED with the insurance company for Personal injuries.

Elite Litigators Source Contract.

Good morning everyone!

We received an update about Elite Litigators.

Make sure when signing a lead that comes from Elite Litigators that you use Alexander Shunnarah BI Contract Elite Litigators contract.

Please acknowledge and make sure we follow the correct procedure!

Reminder to Collect Insurance Information

ALL of intake--It is VERY important to get the insurance information on every case. I have been seeing A LOT of unsure or unknown. I understand on some this may be accurate however we need to ask the client to do what they can to get it while on the call.

Referral Source Update/Marketing Source Update

There is no more Referral Source in Lead Docket. It will all go into Marketing Source moving forward. Please reference this document moving forward.

The Marketing Source field indicates how the client was referred to the firm

or the origin of the case, such as Goldwater, TopDog, etc.

Ask the client how they heard about us and put it in the Marketing Source.

If the Marketing Source is TopDog:

For  Personal  Injury  cases:  Always  sign  the  case  under  the  specified

criteria status.

For  all  other  types  of  cases:  Send  the  case  for  review,  regardless  of

any prompts.

If the Marketing Source is a Previous Client:

Put Previous Client as the Marketing Source

Enter the attorney's name in the Marketing Source Details.

If the Marketing Source is Other:

Put Other as the Marketing Source

Specify  the  name  of  the  source  not  listed  by  entering  it  in  the

Marketing Source Details.

Send for Review Reminder

Please ensure that you read this prompt carefully to avoid sending cases for review that don't require it. The prompt indicates that cases should be sent for review UNLESS one of the following applies (you only need to send these for review if another prompt instructs you to do so):

The source is a Concussion

Catastrophic injuries

Death cases

Broken bones

Commercial or 18-wheeler cases

PLEASE ACKNOWLEDGE - If this continues, a write-up will occur.

Do not advise to drop current attorney

Guys very important.....When we receive clients with current representation make sure we are not asking for TD letter or saying that they need to fire the attorney to take the case before knowing if our law firm could take the case.

They need to say that we are going to send for review and if the case is accepted then we are going to let the client know how to proceed.

Medical Malpractice Cases

Going forward, for medical malpractice cases (excluding ANS states) involving catastrophic injuries or death, please take the following actions:

- Send an email notification to Dylan Scilabro and Jill Stanley.

- Assign Jill Stanley as the Intake Lead.

Medical malpractice cases involving ANS states will continue to be handled by Tyler Church.

Soft tissue medical malpractice cases should be directed to TJ.

All Leads To Be Created From Now On From Scratch

@channel Team, moving forward and as per a new update received today, if you get an opportunity from any of our sources Goldwater, Topdog, Lawfty, etc, you have to create the lead as soon as they transferred the client to you, this will help to prevent duplicated leads, please acknowledge this and follow this protocol, thank you.

Ensure The Case Is Assigned To The Correct Person

Good Morning Team, to reinforce a few details about the cases we sent for review. Whenever we send a case to review we need to make sure that we change the status of the lead and make sure that it was assigned to the right person to be reviewed. Also, do not forget to follow up with the cases you sent for review because we have too many cases where Tyler or the attorney assigned already provided an answer about the case but the case hasn't been rejected or we haven't called them to retain them, otherwise, DA will be applied.

Concussion Source Referral

Moving forward let's make sure to use the correct Referral Source when it comes to Concussion Source, we have multiple options so make sure to match the Marketing Source in the intake tab and the Referral Source.

Med Malpractice Cases Involving Catastrophic Injuries and Not ANS

Team---Moving forward DO NOT send an email to Dylan nor his staff on medical malpractice cases. From this point on please just put Medmal cases that I tell you to review to him directly in Jill's name. NOT HIS but Jill's name. Seize all emails. They will review cases on Mondays and Fridays. You will not get a reply on any cases between that time unless more info is needed. Thank you

Florida Premises Cases No Longer to Marcia, Follow the Prompts

Please make sure to handle Florida premises based on the Prompts from now on @channel

Elite Litigators Contract Update

Hey everyone!There has been an update made to the contract sheet regarding Elite Litigators contracts. Use the Elite Litigators contract regardless of the litigation type or incident state UNLESS the incident state is Florida.

Assigning to the Corresponding Source.

Agent must ask how the client heard about us and put the corresponding source. Referral Source MUST match the Marketing Source.

If you answer the phone and they announce they are with Accident Helpers (is a Trucking Campaign) the Marketing Source and Referral Source must be Mani (it has not been added yet but continue to check)

Do not call if the case is assigned to these agents.

DO  NOT TOUCH any case that has the Porter Source or is in the name of a Schuerger Shunnarah agent (Nicole Rollins, Mimi Nguyen, Paul Nguyen, Genesis Perez, Christopher Coleman, Harley Lowe, Nora Laughlin, Tahnna Johnson, Tania Bermudez, Danielle Sheppard, Susan Gilbert(

If the client calls back in and wants to reach their attorney, the agent must transfer the call AND send an email to the attorney's office.

Sign these on SSTA Contract

Reviews go to TJ just like any other case.

Do Not Sign Cases where both parties don't have insurance

Regardless of prompts please do NOT sign cases that 100% do not have insurance. If the PC says no insurance UM etc and they know the adverse didn't have it either do NOT sign it

Do not Sign under "some" criteria any more

There is no more SOME Criteria. Follow the prompts to ensure you do not sign a case that is meant for UNDER REVIEW.Once a case is signed it will automatically change to the status: Signed Up - Pending Investigation. DO NOT CHANGE THIS STATUS. Please let me know if you have any questions.

"Assigned to Intake" field is now "Assigned to Client's Advocate"

In Lead Docket where we used to assigned the leads under our name it doesn't say "Assigned to Intake" anymore, Now it says "Assigned to Client's Advocate" Please make sure to read and understand this to avoid issues.

Call cannot be transferred back to reception

you are NOT allowed to transfer calls back into reception because you don’t want a lead. If I pull the data on this you will be written and or subject to termination based on how many times and how these calls are being handled. This is not how we handle clients on a proper customer service level. Take this as a warning. Thank you

We cannot tell customers in order to speak with an attorney they have to sign

We cannot tell people in order to even speak to an attorney they have to sign up with you. If a client is adamant on speaking with an attorney then you need to notify me. You can say that an attorney will advise any legal questions once they sign up, but you can't say they have to sign up to speak with an attorney. Thanks.

Florida SOL (Stature of Limitations) modification

Good morning @channel I do have an update to share with you all, when it comes to Florida cases that happened before March 2023 the SOL will be 4 years, and for Florida cases that occurred from March 2023 and above the SOL will be 2 years, please all acknowledge this update and comply with it, thank you and have a nice day!

QA Updates

We have 3 new updates in the QA form. PLEASE ACKNOWLEDGE. 

1 ) From now on will be required to offer/mention other types of litigations in every call. It will be considered if did not have time to do it due to system issue or if Pc disconnects the call, etc. (5 pts).

2 ) From now on it’s a MUST to use the proper script correctly. (Opening, Turndown, Retained, Under Review, Fees script, etc). (20 point).

3) From now on in the Autozero will be added the Unprofessional Conduct (Eating, chewing gum, smacking, etc.).

All Cases from Indiana (IN) and Illinois (IL) going to TJ

@channel Cases from Indiana and Illinois will be sent to TJ from now on.

Employment Law

ALL EMPLOYMENT LAW CASES MUST BE HANDLED AND SENT TO TJ FOR REVIEW - EVERY SITUATION THAT HAPPENED AT WORK WILL BE CONSIDERED EMPLOYMENT LAW

Verbal TD or TD follow ups.

Friendly reminder Guys, Whenever you send a case to be reviewed and the attorney answers TD, you have to call the PC to provide with a verbal turn down even if the lead is already been rejected. and if it was not rejected in LD you have to change the lead status, also if the PC was signed up but the case was never referred out to any attorney and later gets turned down we cannot send the request to the receptionist team for them to send a TD letter since the case was never referred, so, in other words, there's no attorney that could send a TD letter to the PC, if the letter wasn't sent automatically by the system when the case was rejected lets go ahead and use a template the same template that the system automatically sends when the lead status is changed to Rejected, thank you and if you have any questions or concerns do not hesitate to reach out, have a good day.

Catastrophic Medical Malpractice

Per TJ" "medical malpractice need to come to my name for review before putting in dylans or jills name"

Fees change request

Good morning team, I would like to share a new update regarding the fees. 

If we have a client who wants the fees lowered from 35% to 33.33%, we can do it. If the client wants less than 33.33% we need to inform TJ and message him about that to receive a response asap. The case must be properly noted with everything related to this type of case. This will only apply for pre-lawsuit fees, if they want us to lower the post-lawsuit fees from 45  we need to send it to TJ. With this update, Agents can not proactively offer to lower the fee. PC must request it or pc denied to sign.

New Source: Case Calculator (How to handle)

@all Good morning team, I would like to share this information with you all, when it comes to leads or opportunities that come from Case Calculator, this is the way you should be selecting the Marketing Source and Referral Source:

Marketing source: Case Calculator

Referral source: Other

Other explanation: Case Calculator

If you have any questions please let me or any TL or Supervisor know, please acknowledge, thank you.

PC's asking to Speak to An Attorney

Good morning all - Please search this channel in your slack channels and join it. Any PC that needs to speak to an attorney before signing use that channel so TJ can get them connected to one. Leave the name and reason why they want to speak to an attorney here and in 'notes' in LD.

How to Access Or Open PDF's files

Good morning team! For the ones who can't access any PDF's, you can try this quick troubleshooting:

Go to your Start Menu and find the option called "Glass Mountain Links".

Find the "IT" folder.

Click on the option called "Conectar".

Restart your computer and after restarting you should be able to open PDF files on your computer, please let a Supervisor or TL know when you're restarting your computer so we can be aware to avoid compromising the queue health.

Any questions, let a supervisor or TL know, thank you and have a great day team.

Phase 2 Transfer from VICI dial

Hello guys, just a quick update. From now on if you receive a call on VCDial that ended up being signed you need to dial this number: 2059574994 in that way you can transfer the call to the Onboarding team for the phase 2. Here are the steps for you to transfer the call using VCDial @all

Sign Social Security Disability Claims (SSD can be signed)

It has been confirmed that with the Social Security Disability claims (SSD) we can sign them right away if the prompts don't tell you to send it for review or turn it down, see the example below, if the SSD case passes the phase 1 we can sign and then transfer it to the Onboarding team.

Ask To Speak To An Attorney for ANSTA (per Tyler Church)

Tyler Church @channel If a PC needs to speak to an attorney for ANSTA cases, please send a note to me in Lead Docket. You can send here but I will just direct you to send a note to me in Lead Docket.

Cases for Company SSTA Schuerger Shunnarah

All of intake—For any SSTA Schuerger Shunnarah cases which include case calculator you are to send this text "Thank you for reaching out to Alexander Shunnarah Trial Attorneys, proudly represented by our esteemed partner Schuerger Shunnarah."

Please give us a call at 877-927-4968Do NOT send just “Alexander Shunnarah trial attorneys”

This applies when you are sending emails to the customer.

Hip Replacement Claims No Longer Being Taken

Please give us a call at 877-927-4968Do NOT send just “Alexander Shunnarah trial attorneys”

@channel @Javier Mejia Attention all agents. We are no longer taking hip replacement cases. If you get any calls in regards to hip replacements, it is now a closed Mass Tort and you will find it in the list of mass torts we are no longer handling in Intake Resources. Thanks!

MVA, Premises and Dog Bites ANS Cases Go To TJ

@channel @Javier Mejia Attention ALL Agents!!! All ANS cases will no longer go to Tyler Church for review. MVAs, Premises Liability and Dog Bites in ANS states will now go to TJ for review. All other case types in ANS states will go to Case Review. Refer to the updates in the Intake Resources. Please indicate that you have read this message.

When cases come from SSTA and Case Calculator (Use Columbus)

Team—if the lead says change office to Birmingham and it’s an SSTA case and in one of the SSTA agents name DO NOT change the office to Birmingham, regardless of the red words you see. Leave it SSTA. Just look at the notes of when the case originally came in and or the opportunity source. @channel  (Use Columbus)

How to know if Worker's Comp or Premises Liability?

MVA that for no injuries or not at fault, collect vehicle information

@channel As a refresher, remember that any MVA cases that do not qualify for "no injuries" but they are "not at fault" they have to answer all the vehicle questions " year make and model owned or financed and damage" 

We will start taking Insurance Dispute cases

Also we are going to start receiving Insurance dispute cases, so if you have questions about that please read the definition on the Non-MVA litigations tab in the Intake resources file. "Cases involving disputes between insurance companies and policy holders, particularly when a PC's vehicle is damaged when the PC is not present in the vehicle. PC's vehicle was hit and had damaged but the PC was not in the vehicle"

Firm names and call whisper instructions

1. Hair Shunnarah Trial Attorneys (HSTA):

   1. Action Required: update the firm name in scripts, texts, and emails to:

   2. “This is (Agent) with Hair Shunnarah Trial Attorneys…”

2. Altman Nussbaum Shunnarah Trial Attorneys (ANSTA):

   1. Action Required: update the firm name in scripts, texts, and emails to:

   2. This is (Agent) with Altman Nussbaum Shunnarah Trial Attorneys…”

   3. Important Reminder: be aware of calls that include whispers like TV Boston

      1. ANSTA calls typically originate from Massachusetts, Connecticut, Maine, Rhode Island, Vermont, and New Hampshire.

3. Shuerger Shunnarah Trial Attorneys (SSTA):

   1. Action Required: update the firm name in scripts, texts, and emails to:

   2. This is  (Agent) with Shuerger Shunnarah Trial Attorneys”

   3. Important Reminder: be alert for calls with whispers such as Accident Helpers.

Why does this matter?

1. Using the correct firm name builds trust with clients and reflects the professionalism of our organization.

2. Whispers provide vital context for the call and help identify the appropriate firm and region. Missing these details can lead to confusion or miscommunication.

Pro Tip: always double-check the company name listed in Lead Docket/Filevien and listen carefully to whispers at the beginning of the calls. If you’re unsure, pause and clarify before proceeding.

Partner Firms, How to handle calls with whispers and overall communication: 

When completing Phase 1 for MVA Cases that do not qualify to be signed.

@channel REMINDER, every time you handle an MVA call (regardless if it is being signed or reviewed), make sure to ask for this info - Even PHASE ONE people before they get off the phone:

• Year, Make, and Model – We must know the year of the vehicle.

• Ownership – Was the vehicle financed, leased, or owned?

• Damage – What happened to the vehicle? (e.g., scratches, dents, totaled).

This info is super important, so don’t skip it! Let me know if you have questions.

Catastrophic injuries, broken bones, Pass Away Cases

@channel Remember that if you have a PC with broken bones, catastrophic injuries, or pass away, you need to inform your TL and also send a message to TJ to let him know about that case.

This type of cases could be sign per TJ's advise if the accident just happened, even though PC and adverse do not have insurance information, but we need to let him know while you we are on the phone with the PC.

When Communicating with the Client Make Sure To Use The Correct Company

If you send a message, make sure you check the Company so you can write the greeting accordingly as in the example below:

"Hello Mr_____ this is Douglas with Altman Nussbaum Shunnarah Trial Attorneys (ANSTA), I am following up with you because the call dropped and we were not able to finish collecting the information on your case, please give me a call at 205-957-4921. Have a good day!

When Client Says "Stop" to getting more calls

@channel Good morning Shunnarah team. I wanted to share this important information regarding about our product and our type of business. 

When we are working on a lead and we checked the messages and the potential client replied "STOP" or something related to stop the process with us, we need to reject the lead unless it's already signed. 

If we fail to perform this, we are violating TCPA. And if we violate TCPA for potential clients, that can hurt our business and the law firm can face the following consequences: Important-- if we violate TCPA, that will be an immediate disciplinary action

Automatic Review Process for OK, KY, WI and NE can be ignored

For Oklahoma, Kentucky, Wisconsin and Nebraska, the automatic review process is not required. That means that prompt regarding

Sending the cases for review (unless they involve concussion sources, catastrophic, death, broken bones, or a commercial/18-wheeler case)

can be ignored for these four states only.

If you have a case in these four states where the only prompt to review is the one pictured below, you are ok to sign. If you see any other prompts to review, then please do send for review.

Property Damage Question on MVAs

When gathering the vehicle information, please also note where the vehicle was or is being repaired, include 'this detail alongside the Year/Make/Model until the question is officially added.

New Question in MVA questionnaire (Where was the vehicle repaired?)

@channel Good morning everyone, We have added a new question to the property damage section of the MVA questionnaire. *"Where was the vehicle repaired, or where is it currently being repaired?"* This question is asking for the name of the repair shop, so please be sure you are answering it correctly. Remember we are required to fill out all property damage questions on all MVAs, regardless of whether the case is signed or sent for review. @channel

Emergency Contact is now required when doing the intake.

@channel There is now a required field for emergency contact right under the venue state. Every client is required to provide an emergency contact. If for some reason they refuse, you must make a note. We need their name, relationship, and phone number. The address is optional but also preferred.

If Catastrophic or Commercial/18-wheeler/Rideshare MVA DO NOT transfer for Phase 2

@channel If you sign a case that has Catastrophic Injuries, the PC is deceased, or it is a Commercial/18-wheeler/Rideshare MVA, DO NOT transfer to Onboarding for Phase 2. After you sign the case, continue to do Phase 2 questions yourself, after the intake is complete, make sure to do the AI Summary, and use the ending scripts under "When there is NO Phase 2" (don't offer other litigations for catastrophic/death) and then change the status to Signed - Investigation Complete. If you have any questions, please slack me. Please indicate you have read this. a required field for emergency contact right under the venue state. Every client is required to provide an emergency contact. For some reason if they refuse, you must make a note. We need their name, relationship, and phone number. The address is optional but also preferred.

Do Not Use Case Review, send to TJ

@channel Moving forward, if you see a 'Send for Review' prompt that is not for a specific attorney, please send it to TJ. Do not use Case Review. PLEASE ACKNOWLEDGE

Wrecked Car Experts questions

If a client calls in and asks questions about Wrecked Car Experts, calling to see if they can speak with them.

"Wrecked car experts is an independent company that specializes in handling diminished value claims. Our firm often recommends them for property damage assistance, depending on certain criteria. Would you like me to provide their contact information?"

Do not transfer to anyone to wrecked car experts

"Since they operate separately from our firm, we don't have the ability to transfer calls directly

Here is the contact information for the client to contact them directly:

Amy 404-436-2960

Ivan 855-595-0403 Ext 802

Connecticut CT fees will now be 33.33/33.33 for bodily injuries

@channel @Javier Mejia Attention!!! All Connecticut Bodily Injury Cases (not WC, SSD, employment, property casualty or Mass Torts) will now be 33.33%/33.33%. This has been updated on the fee sheet in intake resources.

You will continue to use the ANS contracts until we get new contracts and will just have to explain to any PC's in the meantime that their fees will be 33.33/33.33.

The contracts tab in intake resources will be updated as soon as we get the contracts resolved. The fees/contracts calculators will be updated as soon as the contracts are resolved.

Indicate that you have read and understand this. Thank you.

Signed Quintessa Leads that are signed up

If you see a quintessa case in signed up DO NOT CALL IT foe any intake etc. its not needed

Mesothelioma, Lung Cancer, Asbestos Case

@channel Moving forward, you must ask every client if they or a loved one has been diagnosed with lung cancer or mesothelioma.

If they answer yes, create an asbestos case.

If they answer no, document in the notes that the question was asked and the client responded no, ensuring visibility for other agents.

This process will be verified and counted in QA.

Case Criteria:

• The individual must have been diagnosed with lung cancer or mesothelioma.

• The diagnosis must fall within the state’s Statute of Limitations (SOL)

• e.g., diagnosed in Alabama in 2024—Alabama’s SOL is 2 years, making the case signable until 2026

• For death cases, the SOL begins from the date of death, provided lung cancer or mesothelioma was the cause.

Disregard other questions/prompts and input all relevant details in the Summary instead of answering individual fields

Signed Leads From Quintessa

Team, if you receive a call with a Quintessa lead which documents are already on the lead do not forget to leave this note:

"Quintessa lead signed. Documents uploaded"

You should also email note to Thomas Borling and Terri Frederick @channel

Any ANS Cases To Be Reviewed go to Paul Budge

@channel Any ANS cases that needs to be reviewed, please put the client advocate name as Paul Budge to be reviewed. Only send an email note if it is a bad injury case/death case or commercial/18-wheeler accident case.

Signed Leads From Quintessa

DO NOT TOUCH ANY QUINTESSA CASES THAT ARE IN PENDING INVESTIGATION OR SIGNED UP COMPLETED. THEY ARE SIGNED IF THEYRE IN THAT STATUS EVEN IF YOU DONT SEE A CONTRACT.

Cases Left in Qualified should have a Note As To Why They Did Not Sign

Attention all agents! If you send a contract on a qualified case and they do NOT sign for any reason, you must add a note to the intake stating why they did not sign AND what rebuttals you used. Slack your team lead if you have any questions regarding this. Please indicate that you have read this.

Reminder: Intake Resources has a tab for Rebuttals and Selling points.

If A PC Wants to Sign in Person, Only For Alabama Residents

If you receive a case where the PC requests to sign in person and they in Alabama, please tag Zach Price in the message on the "Speak to an Attorney" group in Slack. He is the new investigator and will handle the in-person signings.

RECEPTION: Add Mitri Shatara when sending emails for cases whose attorney is Mitri

Team, make sure that when you receive a case whose attorney is Mitri add his email, the case manager showing on Filevine, and always add Michelle Pennington and kelly McMillan for every single case.

Protocol for MVA and Premises Review

@channel Starting today, please follow the new MVA & Premises Review Protocol for cases that need a review.

-Send the Slack checklist (found in the protocol) in this channel for review.

-Do NOT send cases where the case is qualified, the client is at fault, there are no injuries, or it’s an ANS case.

-Don’t wait more than 2 minutes for a response.

-After sending the checklist, use the review script if needed, especially if TJ says to TD. (You are NOT to reject a case)

-Always mark the case "Under Review" and assign it to TJ, even if you post it here until you are told to sign.

Slack Checklist:

Client Name:

Marketing Source:

Case Type & Subtype:

Incident Date:

Venue (State & County):

Summary:

Injuries:

Reason for Prompted Review:

Link to Lead Docket:

Do not add Ray Foushee when sending cases to Attorney Review

We are no longer adding Ray Foushee to reviews sent to other attorneys. Intake resources will be updated to reflect this. Let me know if you have any questions.

All Premises and Dog Bites Require Pictures

If you do not get the pictures, you need to leave a note why or you will be getting autozero for not following the procedure

Quintessa Leads Update

@channel Quintessas that come through marked as "signed up" without a contract will automatically be switched to "Chase," though this may take up to a minute. DO NOT MODIFY THE "SIGNED" STATUS.

If a Chase Quintessa claims they've signed a contract:

• Note: "PC stated they signed a contract."

• Change the status to "Signed up" and use "Thomas Borling" as the intake name.

• You will not receive credit for this.

You will only receive credit if it's a Chase Quintessa without a contract, you get the intake, and you sign them up personally.

Follow Up on Quintessa Leads Update

@channel Please remember to always check if there is a contract signed, if not, ASK THE PC IF THEY HAVE SIGNED A CONTRACT WITH THE PREVIOUS AGENT If Yes, leave notes stating that "PC stated they signed a contract." even though there is no contract on Lead Docket. 

If PC states they have not signed any contract, handle the lead as usual, following the prompts in Lead Docket.

Please acknowledge this to avoid any issues with our client.

Lower Fees Update

UPDATE: Moving forward if a client is hesitating while signing due to the fees, and they ask to lower the % we can lower from 35% to 33.33% and 45% to 40% in ORGANIC cases.

Organic cases mean all cases that are not from external lead sources like Lawfty, Goldwater, Elite, etc.

Organic are internet, google, ppc, billboard, radio, tv, etc

Correct Greeting "Shunnarah Trial Attorneys"

@all Please acknowledge. Hi team, please note that your opening script should be "Thank you for calling Shunnarah Trial Attorneys". Avoid saying Alexander Shunnarah when giving your opening script. Failure to adhere to this process will result in a deduction on your QA score. For any questions reach out to your Team Lead or Supervisor. Thanks for your hard work team!

ANS CFA 2022 (MVA) 33 & 33 contract for bodily injury cases in Connecticut (CT)

@channel Attention all agents. For all bodily injury cases in Connecticut, you will now use the ANS CFA 2022 (MVA) 33 & 33 contract along with 33.33/33.33 fees. (Only exception being Elite Litigators still use the Elite Litigators contract) Intake resources and each of the fee/contract calculators have been updated. Please acknowledge you have read this.

Employment Law Case for Wayne, Purdue, Tyson Farms

Employment Law Intake Guide – Wage Suppression (Wayne Farms, Perdue  Farms, Tyson)

When to Take Action: If a caller worked at Wayne Farms, Perdue Farms, or Tyson and mentions wage 

suppression, underpayment, or unfair pay practices, you should:

Create an Intake

Sign the Case

Case Details to Use:

Case Type: Employment Law

Sub-Type: Other - General Employment Claim

Fees: 45/45

Information to Collect (Summary Section):

Ask these key questions and get as much detail as possible:

1. Start Date: o“When did you start working at [Wayne Farms / Perdue / Tyson]?”

2. Duration of Employment: o“How long did you work there?” oIf they are currently employed, note that as well.

3. Complaint Details: o“Can you tell me what happened or what your concerns are about your  wages?” 

Possible helpful follow-up prompts:

“Do you believe your wages were kept lower than they should have 

been?”

“Were you ever told not to discuss pay with coworkers?”

“Do you know if others were paid more for the same job?”

“Did you notice a pattern of pay not increasing over time, despite 

experience or performance?”

Attorney Escalation / Speak to an Attorney

Attorney Escalation - Use the Attorney Escalation Protocol for the following attorneys and their teams:

Sara Williams

Candace Townes

Logan Doss

Tia Kennedy

Contacting Protocol – No Solicitation

We are only permitted to contact individuals who have personally inquired with us.

1. If someone inquires on behalf of another person (including passengers or drivers involved in MVAs), we can provide our contact number to the inquirer.

2. However, we cannot request the phone number of the potential client (PC) in order to contact them directly.

3. This would be considered solicitation, which is illegal.

Always ensure that the person we’re contacting has made the initial inquiry themselves.

Always Review AI-Generated Summaries Before Submitting

Please remember to carefully review and edit all AI-generated summaries before submission, regardless of the case type. It's important to ensure the summary is accurate and clearly reflects the details provided by the potential client (PC).

Special note on Employment Law cases:

We've noticed a recurring issue where the summary mistakenly states or implies that the PC was employed by Alexander Shunnarah. This is incorrect and can be very confusing for the reviewing attorney.

Before submitting, always:

1. Re-read the summary

2. Correct any inaccuracies or confusing phrasing

3. Confirm the employer information is correct and clearly stated

Leaving Notes

Leave notes on every lead you touch (text, email, VM, or outcome of call)

Lead control depends on clear updates—note outcomes of all calls to keep everyone aligned.

ANS MVA fees 35 and 40 (except CT)

ANS MVA fees are now 35% Pre-Suit and 40% Post-Suit. Intake Resources has been updated. @channel