Practice Makes Perfect: Top Results at Top Speeds

A sophisticated new approach to case management allows our clients to receive their recoveries sooner

At Slack & Davis, we constantly scan for opportunities to do things better. Part of what keeps the practice of law interesting is our drive to continually raise the bar for the services we deliver.

This past year, we decided to focus specifically on how Slack & Davis might resolve cases more quickly. Because the litigation process tends to be hard on clients, we knew our clients would appreciate efforts to bring their cases to a swifter resolution. We challenged ourselves to put a systematic program in place that would reduce the length of cases — while achieving the same top-quality results.

Setting A Target

Dubbed “9 to 15,” this new program established a primary objective of resolving new cases within an average of nine to 15 months. Working toward this goal required us to examine, objectively evaluate, and systematically improve all case handling procedures. The firm used case management software and other technology to identify patterns and time frames on past cases.

We collected data, analyzed it, and identified specific areas for improvement. Then we set about making improvements.

Tighter Coordination

First was the creation of a new staff position, the Intake Coordinator. Bobbie Polozeck, a long-time legal assistant, now focuses exclusively on managing new case calls. She gathers the initial facts, and monitors the prospective matter until a disposition is made. This includes providing the case information to the attorneys for review at weekly meetings. Most prospective cases now are accepted, rejected or referred within a week or so. Complex matters requiring further investigation are scheduled for a decision at a future meeting.

If a case is not right for our firm, the individual or referring attorney can promptly seek other counsel. By taking only those cases best suited to our core competencies we ensure that our clients receive optimal service.

For certain straightforward matters that our friends and referring attorneys ask us to handle, we delegate the claim — with the clients’ consent — to an experi-enced former claims adjuster who works under our attorneys’ super-vision. He works to obtain maxi-mum compensation from the insurer.

Enhanced Teamwork

To develop firm-wide communication skills, we engaged a consultant who works with the firm’s staff and attorneys on a monthly basis. Everyone in the office has benefited from training in teamwork, communication, and improving the efficiency and quality of the office environment.

Areas for particular focus have been enhancing collaboration among the firm’s attorneys and refining attorney-paralegal teamwork. (On pharmaceutical and medical malpractice cases, a legal nurse consultant is assigned to the case team as well.) Our experienced legal assistants are now responsible for keeping cases moving on a daily basis; this frees up the attorneys to focus on high-level matters such as taking depositions, honing litigation strategies, and negotiating terms for the client.

Boosting Motivation

The Slack & Davis “9 to 15” program has provided our attorneys and staff with tangible, meaningful benchmarks to measure progress and results. Everyone has benefited from the additional motivation of having a specific goal. Of course, every case has its own complexities. While everyone in the office is very conscious of keeping cases on schedule, we never sacrifice the quality of our client’s recovery just to meet a time frame.

So far, we’re excited by the results. One aviation case in the office, for example, will be resolved within about six months from the initial call. When the program has been in place for a full year, we plan to formally analyze our results — and then look for ways to work our cases even better.