# Mass Tort Intake Readiness Checklist

Complete before the first dollar of media spend. Marketing performance is bounded by
intake capacity; a campaign launched ahead of intake readiness produces leads your firm
cannot convert.

**Last reviewed:** August 4, 2026
**Companion page:** https://www.masstortmarketingagency.com/mass-tort-marketing-buyers-guide

> Educational checklist, not legal advice. Confirm consent, recording, privacy, and
> advertising obligations with counsel for every state you intend to accept claimants from.

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## 1. Criteria and scope

- [ ] Written eligibility criteria for the tort, versioned and dated
- [ ] Injury/diagnosis requirement stated, including what documentation satisfies it
- [ ] Exposure or use window stated, with the evidence that establishes it
- [ ] Statute-of-limitations rules mapped by state, with a date-of-injury decision rule
- [ ] States your firm will accept claimants from, and the licensure/co-counsel basis
- [ ] Explicit list of automatic disqualifiers
- [ ] Named owner who approves criteria changes, and a change log

## 2. Coverage and response time

- [ ] Staffed hours defined, including evenings, weekends, and holidays
- [ ] After-hours path defined (live answer, callback queue, or scheduled callback)
- [ ] Target time-to-first-contact set, and instrumented as median and 90th percentile
- [ ] Contact-attempt cadence written down: how many attempts, over how many days,
      across which channels (call, text, email)
- [ ] Rule for when a lead is closed out as unreachable
- [ ] Volume ceiling known — the leads/day at which response time degrades
- [ ] Trigger agreed with the vendor to throttle spend when the ceiling is hit

## 3. Language and accessibility

- [ ] Spanish-language coverage: staffed hours and headcount
- [ ] Scripts professionally translated, not machine-translated
- [ ] Path for other languages your target population uses
- [ ] TTY/relay and accommodation path documented

## 4. Scripts and call quality

- [ ] Opening that identifies the firm or the intake provider accurately
- [ ] Screening sequence ordered so disqualifiers surface early
- [ ] Language that avoids implying case value, outcome, or settlement amount
- [ ] Escalation rules: when to route to an attorney or supervisor
- [ ] Instruction to stop and route on any request for legal advice
- [ ] Rule for handling callers who are represented by another firm
- [ ] Call scoring rubric and a review cadence (e.g. N calls per agent per week)

## 5. Documentation capture

- [ ] Required fields defined per tort, with which are mandatory before handoff
- [ ] Distinction recorded between claimant-reported facts and verified facts
- [ ] Medical-records authorization workflow, including who obtains signature
- [ ] Records-retrieval owner and expected turnaround
- [ ] Secure upload path for claimant-supplied documents
- [ ] Health information handled under a written access and storage policy

## 6. Consent, recording, and privacy

- [ ] Consent evidence attached to every inbound record, with disclosure text preserved
- [ ] Call recording decision made per state, with the all-party-consent states handled
- [ ] Recorded notice language reviewed by counsel
- [ ] Do-not-call and revocation capture wired into the CRM and back to the vendor
- [ ] Retention schedule set for recordings, transcripts, and consent records
- [ ] Access controls and audit logging on claimant records

## 7. Retainer and attorney review

- [ ] E-signature platform selected and tested end to end
- [ ] Retainer packet assembled per state, reviewed by counsel
- [ ] Conflict-check step placed before the retainer is sent
- [ ] Attorney review step defined: who, what they review, and their SLA
- [ ] Follow-up cadence for sent-but-unsigned retainers
- [ ] Countersignature and file-open process defined

## 8. Systems and closed-loop reporting

- [ ] CRM configured with the mass-tort stages, not generic PI stages
- [ ] Source, campaign, channel, and creative persist on the record permanently
- [ ] Lead delivery is API or direct integration — not email or spreadsheet
- [ ] Duplicate detection running on your side, independent of the vendor
- [ ] Dashboard reports qualification rate, contact rate, and signed-retainer rate by source
- [ ] Signed and filed status flows back to the source record so CPSR is computable
- [ ] Reconciliation cadence agreed with the vendor, with a dispute window

## 9. People

- [ ] Headcount matched to the projected volume at target response time
- [ ] Training completed on this specific tort's criteria
- [ ] Named escalation contact during campaign hours
- [ ] Backup coverage for absence and turnover

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## Go / no-go

Do not launch if any of the following is unresolved:

1. Eligibility criteria are not written down and version-controlled.
2. Nobody owns response time, or it is measured only as an average.
3. Consent evidence does not arrive with the lead.
4. Signed-retainer status cannot be tied back to the acquisition source.
5. Attorney review and conflict checks are not in the workflow.

Completed by: ______________________  Date: ______________