Office systems / Procedures

Things to consider

- Develop office manual/operating procedures manual

- "KISS" method

Administrative policies & procedures
Job descriptions
Salaries and benefits
Workplace policies
Confidentiality policy (for staff)
Hiring policies (recruiting, interviewing, negotiating, etc.)
Orientation & Training policies
Payroll policies & System
Mail, fax and delivery handling systems
Phone message system
Complete computer backup system

Substantive legal systems

Checklists for all substantive law areas
Fee schedule for all substantive law areas

Docketing, calendaring, tickler system

Computer (dual programs are highly recommended eg Outlook & PCLaw)
Manual

File organization

Client Index/Database dystem (Alpha/numeric; Centralized/decentralized)
Opening file procedures
Conflict of Interest system
Closing file procedures / Retention / Storage / Destruction (visit LIANS’ File/Record Retention page)

Document maintenance (visit LIANS’ Technology page)

Offsite - safety deposit box
Computer backup
Cloud storage
Fireproof files

Forms used in practice (visit LIANS’ Sample Letters page)

Client interview / Intake form
Engagement / Non-engagement letters
Written fee agreements
Practice specific checklists
Billing statement form
General client correspondence, notices, etc.
Client survey form after conclusion of representation

Client billing procedures (review LOMC Standard #5: Retention and Billing)

Regular monthly statements even if no amount due
Detailed billing statement
Expense billing
Costs to be billed: Legal assistant time/paralegal time; Telephone expenses; Duplicating expenses; Computerized legal research; Mailing costs; etc.
Collection policy
Credit cards for payment

Client Relations Policy (for staff purposes)

Setting appointments, introducing staff
Returning phone calls, email messages
Client intake form/survey at conclusion of representation
Keeping clients informed (Send copies of work, documents, etc.)

Accounting Procedures

Trust accounting procedures
Bank account reconciliation
Cash flow statement
Accounts receivables / Payables (“Aging review report” list of unpaid invoices)
Expense approval System
Counter signature requirement on cheques

Resources

Law Society of Upper Canada “Practice management: Guide to Opening Your Practice for Lawyers” and "Professional Management Practice Management Guideline"

Law Society of British Columbia “Model policies”

Nova Scotia Barristers’ Society, Code of Professional Conduct [section 3.2: Quality of Service; section 5.1: The Lawyer as Advocate; section 7.2: Responsibility to Lawyers and Others; section 6.3: Equality, Harassment and Discrimination]

Law Office Management Professional Standards, Lawyers' Insurance Association of Nova Scotia

Develop client acceptance and credit policies. Consider what clients/legal scenarios you will accept – and what you won’t. Do not fall victim to the need to take anything that comes through the door, with credit, competency, ethics, and satisfaction problems as a result.

Communication

Law Society of British Columbia “Communications Toolkit”

Law Society of British Columbia "Respectful Language Guideline"

Law Society of Upper Canada “Client Service and Communication Practice Management Guideline”

Lawyers' Insurance Association of Nova Scotia "Client Service"

Lawyers' Insurance Association of Nova Scotia "Communication"

Lawyers' Insurance Association of Nova Scotia “Retainer Agreements and Engagement Letters”

Nova Scotia Barristers’ Society, Code of Professional Conduct [rule 2.1-1: Integrity; rule 3.2-2: Honesty and Candour; Chapter 5: Relationship to the Administration of
Justice; Chapter 7: Relationship to the Society and Other Lawyers; rule 7.2-11: Undertakings and Trust Conditions; rule 7.3-1: Maintaining Professional Integrity and Judgment]

LawPRO "Retainer Precedents"

Law Society of British Columbia "Communication Toolkit"

Law Society of Upper Canada "Client Service and Communication Practice Management Guidelines"

Law Society of British Columbia "Model Client Survey"

LawPRO "Post-matter client service survey precedent"

Conflict of Interest

Lawyers' Insurance Association of Nova Scotia "Conflict of Interest" and "Directors and Officers"

Nova Scotia Barristers’ Society, Code of Professional Conduct [Chapter 3: Relationship to Client; section 3.4: Conflicts; section 5.2: Lawyer as Witness]

Family Law Standard #1: Conflict of Interest

Canadian Bar Association "Task Force on Conflicts of Interest Toolkit 2008"

The Law Society [UK] (March 2015) "Practice Notes: Conflict of Interests"

PracticePRO "Managing Conflict of Interest Situations"

Law Society of British Columbia "Model conflicts of interest checklist"

Law Society of Upper Canada "Conflicts of interest"

Law Society of Saskatchewan "Conflict of Interest – Lawyers’ Personal Interests"

LawPRO "Lawyers on boards"

LawPRO "Sitting on a non-profit board: A risk management checklist"

Fees and Disbursements

LIANS Law Office Management Standard #5: Retention and Billing

"Financial Management" Lawyers’ Insurance Association of Nova Scotia