Equity in Action Scenario: New Client Intake

Setting:

A mid-sized law firm is onboarding a new client who is a person with a physical disability and whose first language is not English. The firm’s standard intake form and process assume a “typical” client.

Details:

• The intake form asks for “preferred pronouns” but also asks, “have you ever required accommodation?” only in a yes/no box, without further description.
• The meeting is scheduled in a conference room only reachable by stairs; there is a ramp, but it is hidden and not on the firm’s website directions.
• The client’s English is conversational, but some legal terms may be challenging; the lawyer begins using legal jargon without checking in.
• The firm’s standard approach is to treat everyone “equally” by giving the same form and same meeting format

Discussion Questions:

1. Using the Equity Lens Toolkit’s guidance (e.g., examining how our processes may assume those “who seem similar to us” and the need to “reflect the needs of people with a range of experiences”), what barriers might this client encounter in the intake process?
2. What changes could the firm make in this scenario (forms, meeting logistics, communications) to apply an equity lens?
3. How would you document or embed the changes, so this becomes standard rather than ad hoc?

Answers:

1. What barriers might this client encounter in the intake process using an equity lens?

• Physical Accessibility Barrier: The meeting room requires stairs, and the ramp is available but hidden. The client may struggle physically to access the space or may feel unwelcome or burdensome needing to ask.
• Communication and Language Barrier: The client has conversational English, but legal terminology may be unfamiliar. The lawyer begins using legal jargon without checking understanding, which could lead to confusion or misunderstanding of legal rights and decisions.
• Form Design Barrier: The intake form asks for pronouns (inclusive) but only provides a yes/no question about accommodations. Without space to specify needs or examples, the client may not know what accommodations are possible or may feel pressured to answer “no.”
• Equality vs. Equity Issue: The firm’s belief in treating everyone “equally” results in a standard process that does not recognize diverse needs. This “one-size-fits-all” approach can unintentionally exclude clients who require additional support.
• Psychological Barrier: The client may feel hesitant to self-advocate or disclose needs, especially in a new legal environment. Lack of clear support signals may create discomfort or a sense that accommodations are unusual rather than expected.

2. What changes could the firm make to apply an equity lens?

• Forms:
  • Replace the yes/no accommodation question with open options: “Do you require any accommodations (e.g., mobility support, language support, accessible format documents)? Please describe.”
  • Offer the intake form in plain language and consider translated versions or interpreter availability.
• Meeting Logistics:
  • Proactively schedule meetings in accessible spaces or ask accessibility needs beforehand.
  • Clearly communicate accessibility features in appointment emails (e.g., where the ramp is located).
  • Provide virtual or alternate meeting options.
• Communication: Use plain language and avoid legal jargon unless explained.
  • Confirm understanding with check-ins (“Would it help if I explain this another way?”).
  • Ask about preferred language supports or interpretation needs.

By applying an equity lens, the firm shifts from “same treatment for all” to “right support for each client.”

3. How can the firm document or embed these changes so they become standard practice?

• Update intake procedure and templates to include detailed accommodation questions, translation needs, and accessibility preferences.
• Create an accessibility and language protocol, including a checklist for room booking and client communication.
  • Add accessibility information to website and appointment confirmations, including ramp location and alternative meeting formats.
• Provide staff training on inclusive communication, accommodation procedures, and cultural responsiveness.
• Record client preferences in their file so they don’t need to repeat their needs each time.
• Build feedback loops (post-intake survey) to assess if clients feel supported and adjust practices over time.

Embedding these steps ensures accessibility and inclusion become default practice — not an afterthought.