Firm Operations Training Modules

1.1 The Tech Stack

1.2 Team Roles

1. 1
   Everyone exists in Clio — No matter how busy things get, every lead, client, and matter must be findable in Clio. If it isn't in Clio, it didn't happen.
2. 2
   Grow before they sign; Manage after — A person stays in Clio Grow until they sign an engagement agreement (and, for estate planning, pay). Only then are they converted to Clio Manage and given a matter. Prospects must never be created directly as matters in Manage.
3. 3
   Say "questionnaire," never "vault" — With clients, Decision Vault is always referred to as "the questionnaire."
4. 4
   Move people every day — Check the Grow pipelines and the Manage matter stages daily and move each person to the stage that reflects reality. Stage aging is visible — nobody should sit in a stage without a reason.
5. 5
   Speed to lead — New inquiries and financial-firm referrals get a call immediately — not days later. Website form submissions are forwarded to both Katelyn and the Paralegal for this reason.
6. 6
   Book through the system, not the raw calendar — Appointments are booked from the lead card in Grow (Schedule/Send) or from the matter in Manage using the correct appointment type. Never create bare calendar events — they won't link to the lead/matter or land on the right calendar.
7. 7
   No one enters Drafting without payment — For estate planning, at least the engagement payment must be received before a matter moves into the Drafting stage.
8. 8
   Nothing goes to SecureSign before it's final — Every uploaded document costs money. Drafting, internal review, and client confirmation are all completed before upload.
9. 9
   Move matters to Ready to Close — don't close them yourself — Fully closed matters disappear from search and can't have tasks attached. Team members move the matter stage to Ready to Close; Attorney Orr does the final check and closes the matter.
10. 10
    Flag duplicates, don't delete them — If you spot a duplicate contact or matter, post the URL in Slack. PerfectWho merges information into the main contact before anything is deleted.
11. 11
    Protect attorney time — and phone lines — Scripts exist so calls stay purposeful. Long social calls block the line for new clients; politely wrap up and log the touch.

3.1 The Two Lead Types

3.2 Quick Intake — Creating the Lead

1. 1
   Open Quick Intake — In Clio Grow, click Quick Intake (top right corner).
2. 2
   Enter contact basics — Full name, best phone number, email address, and address. Email is mandatory whenever possible — the questionnaire invite and any Zoom meeting both require it.
3. 3
   Fill every custom field you can from the call — These fields exist in both Grow and Manage, so information carries over automatically on conversion.
4. 4
   Choose the correct pipeline stage and save — The lead now appears as a card on the pipeline board (stages in 3.4).

Key Intake Custom Fields

3.3 Intake Scripts — Ground Rules

1. 1
   Scripts live in the knowledge base and the shared drive — Two scripts exist: one for financial-firm referrals, one for cold/direct inquiries.
2. 2
   Bolded text = instructions, not dialogue — Settings and internal instructions inside the script are bolded so they are never read aloud.
3. 3
   Do not wing it — The script is the client's first impression of the firm. Anyone on the phone should have exactly what they're supposed to say.
4. 4
   Early yeses — Both scripts open by confirming small details (name, phone, email) to build compliance before the qualifying questions.

Referral Script (Financial Firm)

1. 1
   Open warmly, confirm identity — Get early "yes" momentum: confirm full name, best phone number, and email address.
2. 2
   Ask permission to take notes — "I want to make sure we're prepared for your time with Attorney Orr — I'm going to take some notes, is that okay?"
3. 3
   Qualify — Are you married? • Do you have any planning already in place (wills, trusts, powers of attorney), and how old is it? • When it comes to planning your estate, what's your biggest concern right now? • What's your ideal timeline for getting this done?
4. 4
   Book the planning session — Offer in-office (preferred) or Zoom: "We find in-office is typically best, but we can schedule this virtually on Zoom if you prefer." A Zoom meeting requires an email address.
5. 5
   Send the questionnaire while still on the phone — "Before the appointment, we have a brief questionnaire that must be completed before your session. Whether you decide to work with us or not, we want to make sure you have the information you need to properly protect yourself and your family. I just sent you the questionnaire link — do you see it?" Confirm receipt before hanging up.
6. 6
   Confirm everything — Confirm the calendar invite, the office address (or Zoom link), and ask: "Would there be any reason why you would miss the time we have scheduled?"

Cold / Direct-Inquiry Script

1. 1
   Confirm contact information — "Let me confirm a few things in case we get disconnected" — full name, phone, email.
2. 2
   Qualify with the six questions — Are you married? • Do you have any kids? • Do you own your home? • Roughly how much do you have in bank, investment, and retirement accounts combined? • Do you already have a will or power of attorney, and how old is it? • What's your ultimate goal in getting this done?
3. 3
   Frame the next step — "Based on everything you've shared with me, a quick 10-minute call wouldn't really do you justice — the next step is a full planning session with Attorney Orr."
4. 4
   Collect the consultation fee on the phone — "I can take payment here over the phone, or I can send you a link — which works best?" If they stall: "Attorney Orr's calendar fills up quickly; I want to make sure we get this done now so we can get you on the calendar."
5. 5
   Book, send, confirm — Book the session, send the questionnaire link while on the call, confirm receipt, and ask the "any reason you'd miss this time?" question.

Qualifying Logic — Reading the Answers

3.4 Grow Pipeline — Intake Section

3.4 Grow Pipeline — Hired Section

3.4 Grow Pipeline — Not Hired Section

3.5 Converting a Hired Lead to Clio Manage

1. 1
   Confirm the gate — Engagement agreement is signed and (for estate planning) the engagement payment is received.
2. 2
   Move the Grow card — To the appropriate Hired stage.
3. 3
   Convert into Clio Manage — The matter is created with the correct practice area and matter type. Set the Responsible Attorney and the Responsible Staff member — Responsible Staff is required for the task automations to fire (Module 7).
4. 4
   Sync the questionnaire — From Decision Vault to the new matter (Module 4).
5. 5
   The matter enters its pipeline — Estate planning matters start at "Engagement Agreement Signed / Vault Review" (Module 5); probate, trust administration, and Medicaid/VA matters start at "E-letter Signed & Vault Review" in their own pipelines (Module 6).

4.1 The Four Questionnaires

4.2 Sending an Invitation

1. 1
   Create/open the client's file in Decision Vault — Go to Matters and create or open the file. This creates a Decision Vault file only — it does not create a Clio matter or matter number.
2. 2
   Send the invite — Under Client Users, enter at least the client's email address and click Send Invite. The link is created and emailed at that moment — there is no link without an email address.
3. 3
   New invite = old link dies — If a new invite is sent later, the old link expires — the client must use the newest email.
4. 4
   No email at all? — Revert to the qualification questions in the script and use the paper form version, which the client can complete and mail in.

4.3 Notifications & Follow-Up

1. 1
   Submission notifications go to the team — Decision Vault emails when a questionnaire is submitted and on post-submission activity. The submission notification is the trigger to move the Grow card from "Questionnaire Outstanding" to "Questionnaire Ready."
2. 2
   Automated reminders are on — Decision Vault's built-in reminder emails are enabled and include language about the most-needed items: full legal names, addresses, and phone numbers for all important people.
3. 3
   Fields cannot be made mandatory — Decision Vault does not support required fields. Completeness is enforced by the Paralegal's vault review (Module 5, Stage 1) and the Trust Intake Follow-up Call (Stage 3) — not by the software.

4.4 Syncing to Clio

1. 1
   Sync is manual and one-way — Open the file in Decision Vault and tell it to sync to the Clio Manage matter. It cannot sync to Grow — a Manage matter must already exist before syncing.
2. 2
   Contacts sync; role assignments don't — Decision Vault creates or matches related contacts (kids, trustees, beneficiaries) in Clio, but it cannot assign them to the Trustee / POA / Executor custom fields. Those contact-type fields must be assigned manually — they drive the document templates, so accuracy is critical.
3. 3
   Lock or leave open — After syncing, toggle whether the client may continue making changes, or lock the submission.

How Matter Stages Work

1. 1
   Where to change it — Open the matter → Matter Stage (under Practice Area) → select the stage. Changes save automatically.
2. 2
   Aging is visible — Clio shows how long each matter has sat in its stage — use it as your follow-up radar (e.g., 14 days in Client Draft Review means someone needs a call).
3. 3
   The Stages view is the meeting agenda — Matters → Stages → pick the practice area (Estate Planning). Go stage by stage in team meetings and move people to where they actually are.
4. 4
   "No Stage Assigned" should trend to zero — Anything left there is either a corner case that doesn't need a pipeline, a training playground matter, or something that belongs in Grow.

The 14 Stages at a Glance

1. 1Engagement Agreement Signed / Vault Review
2. 2Trust Intake
3. 3Trust Intake Follow-up Call
4. 4Drafting
5. 5Internal Review
6. 6Internal Review Completed
7. 7Client Draft Review / Revision Call
8. 8Signing Scheduled
9. 9Signing Rescheduled
10. 10Pending Rescheduling
11. 11Post-CSA Admin / RE Recording
12. 12Final Docs Added to Client File
13. 13Invoicing / Payment
14. 14Ready to Close

Stage by Stage

Key Estate Planning Custom Fields

Probate Intake Questions (Katelyn, First Call)

1. 1
   Which county did the decedent live in? — Fills the County custom field — the case stays in that county's probate court for its entire life.
2. 2
   Is there a last will and testament?
3. 3
   Do you have the original will? — A copy is not the same thing — the original matters.
4. 4
   Do you have the death certificate?

The Two Probate Paths

Probate Pipeline Stages

Legend: E-letter = engagement letter · RFA/SRA = Relief from Administration / Summary Release from Administration (simplified path) · FEA = Full Estate Administration · LOA = Letters of Authority

1. 1
   E-letter Signed & Vault Review — Engagement letter signed; probate questionnaire completeness check.
2. 2
   Case Creation & Initial Drafting — Open the case and prepare the opening documents.
3. 3
   Documents Sent to Parties — Executor/administrator, beneficiaries & next of kin, funeral home, Medicaid Estate Recovery as applicable.
4. 4
   Awaiting Signed Forms – Opening — Waiting on signatures back from interested parties.
5. 5
   RFA/SRA: Filing & Awaiting Court — Simplified path — file, wait for the Final Entry, then jump to Final Invoicing & Estate Wind-down.
6. 6
   FEA: Open Estate – Awaiting Court — Full administration path — estate opening filed; awaiting the Letters of Authority.
7. 7
   FEA: Post-LOA Tasks — Letters received — the key that unlocks banks, safe-deposit boxes, and claim forms; complete post-appointment tasks.
8. 8
   FEA: Marshal Assets & Draft Inventory — Gather assets and documents; prepare the inventory.
9. 9
   FEA: Awaiting Signed Forms – Inventory — Inventory out for signatures.
10. 10
    FEA: Inventory Filing – Awaiting Court — Inventory filed; awaiting court approval.
11. 11
    FEA: Administer Assets & Draft Accounting — Pay claims, administer and distribute assets; prepare the accounting.
12. 12
    FEA: Land Sale — Land-sale window — the civil land-sale case runs as its own hourly matter alongside the probate case (linked via matter description).
13. 13
    FEA: Awaiting Signed Forms – Accounting — Accounting out for signatures from interested parties.
14. 14
    FEA: Partial Accounting Filing – Awaiting Court — Partial account filed — required when the estate runs past one year.
15. 15
    FEA: Partial Accounting – Continued Administration — Ongoing administration between partial accounts; work in this window is handled through tasks.
16. 16
    FEA: Final Account Filing – Awaiting Court — Final account filed; awaiting the final entry.
17. 17
    Final Invoicing & Estate Wind-down — Final entry received (both paths land here); send it to the client, wind down, and issue the final invoice.
18. 18
    Awaiting Final Payment — Invoice out; probate bills hourly with no up-front collection.
19. 19
    Closed

Land Sale (Separate Civil Case)

1. 1
   When it happens — If the will doesn't grant authority to sell real estate and any beneficiary refuses (or ignores) the consent, the sale requires a separate civil land-sale case ancillary to the probate case.
2. 2
   Its own matter, its own billing — Open a new matter — billable, hourly, with time tracked separately from the probate case. The probate matter sits in "FEA: Land Sale" while it runs.
3. 3
   Link it by description — Put "Land sale for [client]" in the matter description and reference the original probate matter in the client reference number — the description is how the two cases stay linked.
4. 4
   Custom fields that matter — County and Final Invoice Paid. The LOA date and other probate fields do not apply to a land sale.

Trust Administration Pipeline Stages

Post-death trust work only — pre-death changes are Revisions (below).

Legend: Ttee = trustee · Bene = beneficiary · E-letter = engagement letter

1. 1
   E-letter Signed & Vault Review — Engagement letter signed; trust administration questionnaire completeness check.
2. 2
   Initial Drafting & Tasks — Prepare the opening documents and administration task set.
3. 3
   Bene Notice — Beneficiary notices out.
4. 4
   Awaiting Signed Forms – Ttee & Beneficiaries — Waiting on trustee and beneficiary signatures.
5. 5
   Marshal Assets & Draft Inventory — Gather trust assets and documents; prepare the inventory.
6. 6
   Inventory – Ttee Review & Approval — Trustee reviews and approves the inventory.
7. 7
   Awaiting Probate — Trust administration paused while a related probate case runs.
8. 8
   Administer Assets & Draft Accounting — Administer and distribute; prepare the accounting.
9. 9
   Accounting – Ttee Review & Approval — Trustee reviews and approves the accounting.
10. 10
    Partial Accounting – Awaiting Beneficiary Forms — Partial accounting out to beneficiaries for signatures (longer administrations).
11. 11
    Partial Accounting – Continued Administration — Ongoing administration between partial accountings.
12. 12
    Final Accounting – Awaiting Beneficiary Forms — Final accounting out to beneficiaries for approval.
13. 13
    Final Invoicing & Trust Wind-down — Wind down the trust; issue the final invoice.
14. 14
    Awaiting Final Payment — Invoice out; trust administration bills hourly with no up-front collection.
15. 15
    Closed

Medicaid / VA Pipeline Stages

Legend: QIT = Qualified Income Trust · JFS = Job & Family Services (the county Medicaid office) · E-letter = engagement letter

1. 1
   E-letter Signed & Vault Review — Engagement letter signed; Medicaid questionnaire completeness check.
2. 2
   Initial Drafting – Application & QIT — Draft the Medicaid application and the Qualified Income Trust.
3. 3
   Verifications – Awaiting Docs & Statements — Collecting the client's documents and account statements.
4. 4
   QIT – Execute Trust & Open Account — Sign the QIT and open the trust bank account.
5. 5
   JFS – Application & Verifications Filed — Application and verifications filed with JFS.
6. 6
   JFS – Application & Verifications Confirmed — JFS confirms receipt and completeness.
7. 7
   JFS – Additional Verifications — Respond to caseworker requests for more documentation.
8. 8
   JFS – Application Approved — Approval received.
9. 9
   Invoicing & Payment — Final invoice out; record and reconcile payment.
10. 10
    Closed – Approved — Application approved and matter complete.
11. 11
    Closed – Deceased — Client passed before or during the process. Two closing stages keep the outcome visible from the pipeline board.

Revisions / Estate Revisions

1. 1
   What it covers — Post-signing changes for existing clients: trust amendments, POA updates, restatements, decantings, private settlement agreements.
2. 2
   Each request is a new matter — Flat fee based on documents, plus reimbursements (recording charges, FedEx, county auditor/recorder costs).
3. 3
   Stage flow — Request Received → Drafting → Sent / Executed → Awaiting Payment → Closed.

Real Estate & Guardianship

7.1 What Changed

7.2 How the Automation Works

1. 1
   A matter's stage changes — e.g., moved to "Trust Intake."
2. 2
   The stage's task list is assigned — Each task pre-routed to its named assignee, with a due date counted in business days from the trigger.
3. 3
   The assignee is notified — The Paralegal additionally receives automated notifications for Vault Review and Signing Rescheduled; Attorney Orr receives an email when a matter enters Engagement Agreement Signed.

7.3 Estate Planning Stage Task Lists & Assignees

Approved by Attorney Orr. Due dates: "+N bd" = N business days after the stage trigger; "after T#" = after the numbered task in the same stage.

The Master Task Spreadsheet

1. 1
   One source of truth — The full task-by-task spreadsheet is maintained by PerfectWho and mirrored in this knowledge base.
2. 2
   Treat it as the master list — When building or editing task lists in Clio, the spreadsheet governs. Don't improvise task wording or assignees.
3. 3
   Redundancies were already pruned — e.g., the duplicate "set signing appointment" in Drafting was removed (it's set at intake). The completeness check appears at Stage 1 and again at the Trust Intake Follow-up Call on purpose — nobody fills the questionnaire out perfectly.
4. 4
   Probate, Trust Admin, and Medicaid / VA task lists are next — The retained legacy lists are the raw material for building those pipelines' stage task lists.

8.1 Calendar Setup

1. 1
   Attorney Orr's own calendar is the booking target — Consultations, planning sessions, and signing appointments booked through Grow land on his calendar — this is what makes conflict-checking work. The firm calendar remains visible to everyone for shared events and signings.
2. 2
   Toggle on his calendar — everyone — Every team member must toggle on Attorney Orr's calendar in their own Clio calendar view (and accept any Google share invite). If the box isn't checked, his appointments are invisible to you.
3. 3
   Matter numbers auto-fill — Appointments created on a lead/matter auto-fill the matter number when you start typing the client's name or book from within the matter. Never type matter numbers manually.

8.2 Appointment Types

Matches the live Clio Grow configuration. "Firm booking page" = the type appears on the firm's public booking link (used at seminars and on the website).

8.3 How to Book (from Grow)

1. 1
   Open the lead card — → Schedule or Send → Create New Appointment.
2. 2
   Change the Firm User — To the person actually holding the meeting — usually Attorney Orr. Remove your own name.
3. 3
   Pick the correct appointment type — The invite auto-includes the Zoom link (Zoom meetings) or "we will call you" (phone).
4. 4
   Pick the time, add notes, send — Use the live availability view. The confirmation email template includes a bracketed spot to paste the client's questionnaire link for design meetings.

8.4 Confirmation Discipline

1. 1
   Automatic confirmations — Clients with an email get an automatic Clio confirmation they can add to Google/Apple calendar.
2. 2
   The magic question — Always ask: "Would there be any reason why you would miss this time?" — it measurably reduces no-shows and reschedules.
3. 3
   Signing reschedules have teeth — Reschedules require 72+ hours' notice or the reprinting fee applies (it's in the engagement agreement).
4. 4
   Zoom no-shows are real — Remote meetings get blown off more than in-office ones — the confirmation question matters even more for Zoom planning sessions.

9.1 What Can and Can't Be E-Signed

Spotting a Notary Requirement

1. 1
   Look for the notary block — At the end of the document: "State of Ohio, County of ___" plus a signature line for a Notary Public. Any document with a notary block requires notarization.
2. 2
   Notarization = video signing — In SecureSign, a notarized document cannot go out as a simple e-sign — it must be a video signing session (that's what makes it RON).
3. 3
   The seal is added at signing — Templates won't show a seal — the notary seal is applied during the session, alongside the notary's signature.
4. 4
   A notary block on a will changes nothing — Even when a will carries a notary block (minor-guardianship nominations), it still cannot be e-signed — witnesses can't be witnessed online.

9.2 Template Design (Current Approach)

1. 1
   No initials — Templates were revised so signing and notarizing happen on the final page only; everything else is populated through Clio custom fields during drafting. This eliminated the 60–80 initial boxes per binder.
2. 2
   Fixed pagination — Variable-length content moved to schedules at the back of the trust — trustees on Schedule 1, the distribution plan on Schedule 2 — so page counts no longer shift and one SecureSign field template fits every client's version of a document.
3. 3
   Template source: the Dropbox library — Only files tagged "e-sign" are current; many untagged files are legacy manual-entry templates. Field-placement templates in SecureSign are built from fully collapsed test documents (e.g., a test preservation trust and single-person doc set) — never from raw templates with expanded variables, and never from a real client file.
4. 4
   Date fields — Add a mandatory date-picker so the signer selects the date they actually sign.

9.3 The E-Sign Workflow (Client Documents)

1. 1
   Draft as normal — In Word, using the Clio variables — nothing changes in the drafting process.
2. 2
   Finish review and client confirmation — Internal review plus the client draft review confirmation. The client must confirm on record that the documents are final — every upload costs money, and a single typo means re-uploading the whole document.
3. 3
   Upload as one package — Convert the final approved versions to PDF and upload the client's documents to SecureSign as one package — never one at a time (the client should authenticate once, not five times). Enter the Clio matter number on the package.
4. 4
   Apply the field template — e.g., DFPOA — it places the signature, notary, and date fields automatically.
5. 5
   Schedule the video session — Required for any document with a notary block — RON must be done on video.
6. 6
   Upload the executed docs back to Clio — After execution, upload the signed, notarized PDFs to the Clio matter and the client portal. This is a manual admin step — the package flow does not auto-file into Clio.

9.4 Engagement Agreements (Clio Integration)

1. 1
   Send directly from the matter — Select the engagement agreement PDF in Clio → SecureSign → Send for Signature.
2. 2
   No notary involved — So it isn't face-to-face/video — the client simply signs.
3. 3
   Notification on completion — Attorney Orr gets a notification when it's signed, and the executed copy is available with the matter.
4. 4
   Grow stays in sync — While the agreement is out, the Grow card sits in "Engagement Agreement Out for Signature."

9.5 First Templates Being Built

10.1 Fee Structures

10.2 Collecting Money

1. 1
   Clio payment links — Katelyn generates and sends a Clio payment link (New Charge) for consultation fees and can take payment on the phone. Fee-based appointment types in Clio are the mechanism for paid consults.
2. 2
   Checks — Most clients still pay by physical check — every check must be entered into Clio against the matter so the ledger is real.
3. 3
   Tap-to-pay — Available through Attorney Orr's Chase business account for in-office payments.
4. 4
   Gate rule — No estate planning matter enters Drafting until the engagement payment is received, and the second payment is collected at the signing meeting.
5. 5
   Reconciliation — The Invoicing / Payment stage exists so no matter reaches Ready to Close with an unreconciled balance. Never send a payment reminder without confirming in Clio that the payment isn't simply unrecorded.

11.1 Searching the Right Way

1. 1
   Search for the contact, not the matter — The search view often shows only one contact result and hides older matters.
2. 2
   Open the contact, look at all matters — A client may have a 2022 matter and a 2026 matter — work only in the most recent open matter for the current service. (Real example: a doc-out scheduled on the '22 matter while drafting lived in the '26 matter — the calendar was the only clue.)
3. 3
   Closed matters hide — Fully closed matters do not appear in matter search and can't take tasks — which is why team members move matters to Ready to Close and leave the actual close to Attorney Orr (Module 5, Stage 14).

11.2 Duplicate Contacts & Matters — Protocol

1. 1
   Do not delete duplicates yourself — A "duplicate" may be a spouse or a related contact tied to another matter. Deleting the wrong one destroys links.
2. 2
   Flag it in Slack — Post the contact/matter URL in Slack. PerfectWho verifies against the master duplicate sheet (contacts matched on name, phone, and email), moves any communications or info to the main contact, and only then deletes.
3. 3
   Two matters, one active job? — If two matters exist for the same active work (e.g., a doc-out on the old matter while drafting lives in the new one), move the calendar entries and work product to the current matter and flag the stray one.
4. 4
   Background — The original Clio import ran twice, creating ~7,000 duplicate contacts. Open/pending matters were cleaned first (manually, merging info before deleting); the historical backlog is handled by PerfectWho — not by the team ad hoc.

11.3 Contact & Matter Conventions

1. 1
   Contact type "Client" — Marks people with an actual matter (open, pending, or closed) — it distinguishes hired clients from related contacts like kids and beneficiaries.
2. 2
   One matter per service — A trust amendment, a real-estate sale, and a probate case for the same client are three matters. Link related matters through the matter description / client reference number.
3. 3
   Related contacts drive documents — Every important person — trustees, POAs, executors, beneficiaries, children, spouse, charities, even the probate court — is added as a related contact and assigned to the correct contact-type custom field so templates autofill correctly. A spouse custom field on the contact ensures documents pull the right spouse.

12.1 Daily Rhythm

1. 1
   Daily huddle — A short (even 5–10 minute) team touchpoint, going matter by matter through the stage views for anything important. The Manage "Stages" view and the Grow pipeline board are the agenda.
2. 2
   Grow every morning — Katelyn reviews every Grow card daily and moves people to where they actually are. Attorney Orr reviews Grow with her after his consults so outcomes (signed / didn't sign / rescheduled) get reflected same-day.
3. 3
   Stage aging is the early-warning system — If a card or matter has sat in a stage too long (e.g., 14 days in Client Draft Review), that is the follow-up list. CRMs only work when they're moved every day — not glanced at twice a week.

12.2 Communication Channels

1. 1
   Slack is the internal default — Questions, duplicate flags, status updates, and PerfectWho support. But client-specific notes belong on the lead/matter in Clio — not only in Slack.
2. 2
   Shared inboxes for triggers — Questionnaire submission notifications and website-form emails are forwarded to both Katelyn and the Paralegal — whoever sees it first acts (speed to lead).
3. 3
   Grow limitation to know — Grow has no communications tab like Manage. Log voicemails and call outcomes as notes on the lead card so follow-up history isn't in anyone's head.
4. 4
   Phone discipline — The firm's open-door phone policy is a differentiator (no six-minute billing increments for a quick question) — but a 45-minute social call blocks new clients. Give polite closing cues, wrap up, and log the touch.

12.3 Seminars — Lead Capture & Booking

1. 1
   Attendees complete the interest form — Paper forms are entered into Grow afterward for follow-up calls.
2. 2
   Book on the spot — through Grow's public link — Katelyn books consultations from the iPad (cellular connection) using the public booking link for the correct Grow event type (Estate Planning Design Meeting). Booking through that link creates the lead in Grow automatically with the appointment attached. Do not book these as bare calendar events.
3. 3
   Seminar appointments are full planning sessions — Not 15-minute screens.
4. 4
   Next-day follow-through — Enter paper-form contacts into Grow (New Inquiry), call anyone who didn't book, and send questionnaires to everyone who did.

A.1 Life of an Estate Planning Client

1. 1
   Lead in — Referral or direct → Quick Intake in Grow → script → planning session booked → questionnaire sent while on the call.
2. 2
   Questionnaire submitted — Notification email arrives → Grow card moves to "Questionnaire Ready."
3. 3
   Planning session held — Engagement agreement signed (SecureSign via Clio) → engagement payment collected → Grow card to Hired.
4. 4
   Convert to Manage — Matter opens in "Engagement Agreement Signed / Vault Review" → the Paralegal completes the questionnaire review.
5. 5
   Trust Intake → Follow-up Call → Drafting — Trust Intake if the design meeting is separate; the Paralegal's 15-minute follow-up call closes the gaps; then Drafting — the signing is already on the calendar, ~30 days out.
6. 6
   Review chain — Internal Review → Internal Review Completed → Client Draft Review / Revision Call (watermarked drafts ≥ 1 week before signing; confirmation meeting with the Paralegal).
7. 7
   Signing day — Sign, collect the second payment, scan/upload to matter + portal, binder out the door, request the Google review. Moved signings go to Signing Rescheduled; no date at all goes to Pending Rescheduling.
8. 8
   Post-CSA Admin / RE Recording — Record deeds, chase trustee pages, funding letters, financial-firm copies (Preferred only).
9. 9
   Final Docs Added to Client File — Recorded deeds and executed documents filed; final copies delivered.
10. 10
    Invoicing / Payment → Ready to Close — Final invoice, record checks in Clio, reconcile; Attorney Orr does the final check and closes the matter.

A.2 Who Do I Ask?

A.3 Recent Changes Log