Volunteer Training: Phone Intake

Question Title

* 1. Name:

Question Title

* 2. You are on the phone with a prospective client and after explaining their situation they ask you if they are eligible for naturalization. Because you are familiar with immigration law, you are confident that they are eligible. How should you respond?

"I am not 100% sure, but I believe you are eligible. The attorney can confirm this at your consultation."

"I am not an attorney, so I am unable to answer this question or give any legal advice. During your consultation with our immigration attorney, she will be able to answer that question for you."

Question Title

* 3. Which of the following are examples of providing legal information?

Giving out the phone number of a legal service provider and explaining the type of services they provide.

Suggesting that somebody tries to file for immigration status pro se (by themselves, without representation from an attorney.)

Listing the types of case processes that LIA offers.

Providing the USCIS fee associated with a specific type of case.

Telling somebody that they are eligible for a specific type of immigration relief.

Suggesting a few different options of legal steps to take.

Explaining the types of questions LIA's attorney might ask during a consultation.

Question Title

* 4. You are a Phone Intake Volunteer at LIA and you have a question about how to use eImmigration. Who should you go to first?

Administrative Assistant

Legal Assistant

Managing Attorney

Executive Director

Question Title

* 5. You are on the phone with a prospective client. She gives you her mailing address when you ask for it, but she mentions that she doesn't want her spouse to find out that she wants to apply for a green card. What should you do? (choose the BEST answer)

Enter her mailing address anyway and assure her that we will change it later if we need to.

Enter LIA's mailing address without telling her.

Ask if she would prefer that we have mail sent to the LIA office. If she says yes, enter LIA's address into the Mailing Address section.

Ask if she would prefer that we have mail sent to the LIA office. If she says yes, enter LIA's address into the Mailing Address section and add "NOT SAFE" to the US Residence section.

Question Title

* 6. You ask a prospective client to share with you the reason they are seeking services from LIA or the main immigration question they would like to have answered. The client hesitates and says that they would prefer to share this only with the attorney. How should you respond?

Leave the field blank and end the phone call.

Explain that even though you are a volunteer, you are held to the same level of confidentiality as our attorney. Remind the client that the attorney needs to know at least some information in order to review your case and schedule a consultation. Respectfully encourage the client to share at least some overall concerns or questions.

Put the client on hold and call Sarah (the Managing Attorney) to see if she can help you.