Conflict checks before the facts: a names-first screening script.

A difficult intake mistake is collecting detailed facts before checking for a possible conflict. Once a caller has told you about the other driver, unwinding it is awkward at best and a problem at worst. The fix is order: names before facts.

The gate, in one step

Early in the call, before any details, collect the caller's name and the name of the party they are in a dispute with. Check that adverse party against your conflict list. Only then move into what happened.

What to say when it flags

If the check flags, stop. Do not take the facts. Tell the caller the firm needs to confirm it can help and will call right back. That is honest, it protects the caller, and it protects the firm.

Building it into every call

• Ask for both names first, on every call.
• Run the check before the mechanism-of-injury questions.
• Log the adverse party on the matter for the firm to verify.
• Route a flagged call to a person, not to a booking.

Using the same names-first sequence on every call gives the firm a consistent point to check for a possible conflict.

Conflict-of-interest and confidentiality rules vary by jurisdiction. This is general information, not legal advice.