Monday, September 8, 2008
Timekeeping
If you work in a law office, how does your office keep track of time in order to bill the client? Is it paper or electronic? How do you know what to write down as billable time? Is any of your time billable? If you can share any forms or lists with Lynda, please email them to lynda.ernst@southcentral.edu. I can share them with the students. If you can attach items to this blog, you can do that too.
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We have six phone lines coming into our office and I would say we average 50-75 phone calls a day.Some of the staff and attorneys have direct lines, others do not. Many of the calls come through the frontdesk and then I transfer.
Remember you are the first voice and face that the client sees to make a first impression of our firm. A pleasant, friendly voice is a must at all times. If an irate call comes in I will listen to them calmly and then I ask which attorney they work with and give the call to that attorney or their assistant.
The receptionist and the assistants do have different job descriptions but sometimes the assitants answer the phone and I do transcription and other projects for the attorneys.
Customer service would be a plus for this job.
Another area to think about is that my dress code is a bit more strict than the assistants who work in the back of the office and are not seen by the clients. I try to dress appropriately and professionally. Again, this is part of the good first impression that you want to make with your clients. Also, a smile is a must! Have a great day-Nancy
We use computer software called Tabs. Basically, we all enter in our own time into this program. The attorneys enter in office conferences and phone calls and we, the assistants, enter in the drafting or any thing that was dicated on the file and the time it took to draft the documents. i.e. Draft Simple Wills, Health Care Directives, and Financial Powers of attorney 1.0 hr. For some larger projects, we bill under our own number and our own hourly rate. At the end of the month, I print out work in progress reports from each file and give it to the attorney to see if the file is ready to bill yet. So basically, it is all paperless until the end. We have paper time sheets you can fill in but I find it easier to enter in the time as I am working on the project so I don't forget to put it in later.
If you don't know an answer to the questions clients call in about do you transfer them to their attorney or who do you turn to for answers if your unsure about something? Also- how many receptionists are at where you work? Is it loud with the phone calls and clients coming and going?
Sounds like your days are always busy! The timekeeping is a little confusing for me yet, but hopefully i catch on soon!
How do you decide if a call should be billable? I would think that if you have 50-75 phone calls a day, that this would be difficult to keep track of. I think that it would be hard to try and keep track of all of the billable hours, just in general, is it hard at first?
this is Nancy--OOPS--I put the answer to the telephone questions in the timekeeping topic. please reply in the telepone blog. sorry about that!
To Emily N., Jenna K., and Kate: please take a look at the telephone site for your answers to your questions. Sorry I messed this up-Nancy
Say you go out to lunch with another attorney to discuss any questions you have about a clients case but you also know the attorney personally. You spend most of the lunch discussing the case but also talk about family and your weekend plans. How do you know where to draw the line between billable time and just a personal lunch?
Wow! so this is mostly a job that you have to always be on top of. Sounds very busy. From taking so many phone calls a day and dealing with clients are there any days that you feel you can't handle everything that is going on in the office? or feeling so stressed out?
In response to Taylor's question: If you are having lunch with your supervising attorney and asking questions about details of a file, I would consider that "general education" and not billable to the client. If the attorney is giving you instructions for a project, then it is up to the attorney if he/she wants to bill the client for that conversation with you.
In response to Ofelia's question about whether or not we feel overwhelmed some days: Absolutely! That is why it is important to prioritize tasks and be flexible enough to chage your focus if that becomes necessary during the day. The law office is unpredictable most days. That's what makes it exciting. Just remember that you get to go home at 5:00 and leave it behind you. It will all be waiting for you the next morning. At the end of each day I try to take a few minutes to make a to-do list for the next day. If you feel really uptight and stressed about something, get away from your desk for a couple minutes, step outside the building if possible, and take a few deep breaths and walk around the parking lot. A short break helps you to refocus.
About timekeeping: Our office uses the TABS program for timekeeping and billing. Some assistants bill clients for certain tasks they perform. Our receptionist (Nancy) is awesome at helping to enter timesheets into the system. Some assistants enter their own time and also the time for their supervising attorney. Some people put their entries on paper and then into the computer program and some just enter it right away.
I would have to agree with Jenna the Timekeeping is a little confusing. Could you give us any hints to make it easyer or less confusing?
Ranae, I was curious if the computer system you use adds up all of the billable hours for each client individually or if you had to manual calculate to represent the different clients. Also, when the attorney takes a phone call are you responsible for entering the phone calls in for him or does he/her keep track of their own time?
Ranae, do you ever forget to enter something into for billable time because you do not write it down? With the phones ringing and other questions and things, I just thought maybe you would not enter it in and then forget to enter in the phone call because the second call came in right after hanging up.
When completing your timekeeping do you give a detailed description of what was completed such as what was reviewed and for what purpose? Also, do you ever do block timekeeping/billing?
What would happen if you add hours that you thought were billable, but are not? Does someone proof read it before you actually bill for the hours? Would you get in trouble if it was an accident?
The law office seems like a very busy place, and you always must keep your focus. It has to get stressful at times. Is it easy for you to leave work without bringing the stress home with you? how do you relax after a tough day in the office?
If a big project is due the next day for a client, and you must take it home with you to finish. Would that be considered billable hours? how does that work?
Our office uses the program TimeSlips. I post for drafting my own letters to clients, pleadings such as affidavits/complaints/discovery requests, etc. In addition, I will also post for phone calls with clients if I am taking down important information for the attorney. In response to Callie's question about the big project due next day, yes, I have done that on a few occassions and I do bill for the time it takes me to get it completed.
Jenna: I keep a spiral notebook at my desk and put the current date on the next page each day. I keep track of whom I talk to and for approximately how long, and make notes of the conversation. I also make notes in there of things I need to do, etc. I refer to that book often when completing my billable time. I put a checkmark by the item after I have put it in the billing system.
Jessica: Yes, I always put as much description as possible of the work I did so the client knows exactly what they are being charged for and so the attorney who reviews the bill can be reminded of what has been done on the file.
The computer billing systems do calculate all the time for each client individually. Each client has a file number assigned to him in the billing system. You open that particular number in the system before you enter time for that client. Usually, if an attorney takes a phone call, he or she will bill for their own work, unless they ask you to make the entry for them.
Block billing is done by some offices. Each office has its own billing practices. There will always be someone in your office who can explain the proper way to bill for your own time spent on a file if you are required to do that. That person, or the supervising attorney, will explain to you what kinds of things you should bill the client for and how much time to charge for the service. Some services have a minimum charge; other services are billed at the actual time you spent on a task. Many times the attorney bills for all the work at his/her rate taking into consideration the amount of time it takes to get the project completed and in the mail. Not all offices require non-attorneys to bill the client extra for the work they do or to keep track of time they spend on files.
The attorneys usually review the time reports on a file before it is billed and can make adjustments to time others have billed to the file, so don't worry about billing too much or too little. I can always be changed or deleted.
Calli: It is normal when you first start a job to fret about it after you go home. You wonder if you forgot to do something or think about the coming day. (This is where it comes in handy to spend a few minutes at the end of the day to make your to-do list). After a while you learn how to not become emotionally involved in files. There is nothing you can do about anything after you have left the office, and you certainly don't get paid extra to worry about any of it at home. If something comes to your mind at home, just call your office and leave yourself a voicemail or send yourself an email as a reminder for the following day. Then let it go. Exercise is a good way to refresh your brain and let go of some stress, or read a fun book or something to refocus your mind.
I am also confused on the timekeeping also. As far as what increments are used and what is billable and what is not. I will soon catch on after looking at it for awhile.
I think that having a notebook to just jot things down quick would be the best way for me personally to keep track of everything. If the notebook is something that I always have in reach, then I feel as if I woudn't forget to enter someone's time later one. When I am doing multiple tasks everyday I tend to forget something, especially if someone else pops in to ask me for something and what not. Notebook sounds good to me!
Wow! This seems very confusing and hard to keep track somedays. Does it get easier with practice? Do you have to do billing of all your hours to the actual firm so that they know what you are doing? Our text books says that some larger law firms require a billing of a certain number of hours each year. Have you run into any of that?
Don't you get stressed with all the stuff going on? What happens if you have one of the worst days of your life and you are just not in a good mood, how do you handle an irate client? All the timekeepings seems confusing but I guess I need to work on it more.
I am finding the timekeeping concept very overwhelming. Did you find it overwhelming at first? Is it sometimes difficult to determine if something should be counted as billable to the client? Have you ever made a mistake when decided whether or not to bill time?
I am finding the timekeeping concept very overwhelming. Did you find it overwhelming at first? Is it sometimes difficult to determine if something should be counted as billable to the client? Have you ever made a mistake when decided whether or not to bill time?
Sounds like you have a good system for the timekeeping. I would have to use the internet too not writing it down incase I would forget.Its nice that sometimes the receptionist and assistants help so the attornys dont always have to because im sure tehy are busy!
I think that using a software sounds very helpful for the busy law office day. In using the Tabs software or any kind of timekeeping for that matter, does each person keep track of their own time, or are assistants in charge of their time and the time of their bosses?
wow! timekeeping seems confusing. i think i understand what we would consider billable time, but do we also keep track of the attorney's billable time to, or do they do it and just inform us? Also i was wondering if anyone has an opinion on whether paperless is easier? i think it was get more confusing. is there a certain software that can be used especially for this?
wow! timekeeping seems confusing. i think i understand what we would consider billable time, but do we also keep track of the attorney's billable time to, or do they do it and just inform us? Also i was wondering if anyone has an opinion on whether paperless is easier? i think it was get more confusing. is there a certain software that can be used especially for this?
wow! timekeeping seems confusing. i think i understand what we would consider billable time, but do we also keep track of the attorney's billable time to, or do they do it and just inform us? Also i was wondering if anyone has an opinion on whether paperless is easier? i think it was get more confusing. is there a certain software that can be used especially for this?
Students - There will be plenty of guidance and instruction for you at your office job regarding timekeeping and every other matter concerning your new job. Do not be afraid to ask questions about anything. You can ask the attorney or office manager or other staff members.
There will always be someone there who can answer your questions about timekeeping. They will teach you their billing practices. Don't fret about all the little details as they will be different from place to place.
As several people said earlier, some offices require the staff to keep track of all the time for everything they do. Some only want you to write down your time for certain tasks. Some don't require staff to keep track of any of their own time. It all depends on where you work, your experience level, and the type of clients your office has.
Entering time into the computer billing system is different among offices. In some places the staff enters their own time plus that of the attorney, if the attorney keeps time on paper. Sometimes the attorneys enter their own time.
In answer to the question about how to handle an irate client if you are having a bad day and are in a bad mood: If your day is so bad that you can't focus on your work in a positive way, then you should probably not be at work.
If you have a client who is upset, just remember that their legal problem is the only thing they are focusing on and they usually need to have someone listen to them talk. Be patient, take notes, and reassure the client that you will make a memo of the call and give it to the attorney for his/her attention.
Sometimes it is hard to get the client to hang up, but you will have to use some diplomacy and common sense about when the time is up.
You should ask your supervising attorney what kinds of client problems he/she wants you to handle,or if those should go to the attorney or someone else.
Read through the blogs again to see if your questions have been answered.
If you still have a lot of questions, I suggest you consider choosing one of the e-mentor legal assistants and make an appointment to meet with her in person to get more information.
Kyla - There are several different software programs available for timekeeping and those are tied into the main bookkeeping system for the office. Some are: Timeslips, TABS, Amicus, and there are others. Time can be kept track of on paper and then entered into the software system, or it can be entered directly in the software system as you complete a task.
Personally, I like to have a backup copy on paper of the tasks I am billing. It doesn't take much time to write it down and enter it later. That way, when the work in progress reports are printed for review at billing time I can refer to my written copy if it appears I made an entry error in time. Example: I wrote down .2 for a task but entered it as 2.0.
Some of our attorneys still write their time on paper and it gets entered later. If I am entering the attorney time I can find and correct missed time as I go along because I completed the work the attorney performed and will recall if something is missing in the attorney's time entry.
Students - There will be plenty of guidance and instruction for you at your office job regarding timekeeping and every other matter concerning your new job. Do not be afraid to ask questions about anything. You can ask the attorney or office manager or other staff members.
There will always be someone there who can answer your questions about timekeeping. They will teach you their billing practices. Don't fret about all the little details as they will be different from place to place.
As several people said earlier, some offices require the staff to keep track of all the time for everything they do. Some only want you to write down your time for certain tasks. Some don't require staff to keep track of any of their own time. It all depends on where you work, your experience level, and the type of clients your office has.
Entering time into the computer billing system is different among offices. In some places the staff enters their own time plus that of the attorney, if the attorney keeps time on paper. Sometimes the attorneys enter their own time.
In answer to the question about how to handle an irate client if you are having a bad day and are in a bad mood: If your day is so bad that you can't focus on your work in a positive way, then you should probably not be at work.
If you have a client who is upset, just remember that their legal problem is the only thing they are focusing on and they usually need to have someone listen to them talk. Be patient, take notes, and reassure the client that you will make a memo of the call and give it to the attorney for his/her attention.
Sometimes it is hard to get the client to hang up, but you will have to use some diplomacy and common sense about when the time is up.
You should ask your supervising attorney what kinds of client problems he/she wants you to handle,or if those should go to the attorney or someone else.
Read through the blogs again to see if your questions have been answered.
If you still have a lot of questions, I suggest you consider choosing one of the e-mentor legal assistants and make an appointment to meet with her in person to get more information.
Is it hard to remain calm and collected when an irate caller calls in? I would assume it would be. What do you do when you don't know an answer to a question that a client has? Just send the call to his attorney?
If you don't know the answer to a question a client has, then just admit you don't know the answer. Don't try to fake it. Tell them you will find the answer and either you or someone else will return their call.
To be honest, in my experience there really are not that many calls from irate or upset people. I suppose it depends on the area of law. When emotions are involved, there might be someone who is upset, such as in family law or criminal matters.
If someone is verbally abusive or swearing at you, that is not acceptable. I would interrupt that person and say you are not required to listen to them if they are going to talk that way. I give them the opportunity to straighten out and if they keep on, I tell them to call back and talk to their attorney after they compose themselves, and then hang up.
I had one experience where I could not get a word in because the person was ranting and raving and swearing, so I just hung up and told the attorney about it. The attorney spoke with the client and told him it is not acceptable for him to speak to anyone in his office in that manner and if it happened again, the client would have to find a different attorney. It did not happen again and the client apologized. People can get carried away when they are emotional.
Again, I can't stress enough that you should visit with your superviser when you start your new job about how these calls are to be handled.
The timekeeping is a little confusing to me, but I have learned that once you do it enough, especially on the job that it naturally comes to you and you do learn it. So I know eventually I will probably get it.
Is all timekeeping the same?
Timekeeping is kind of hard to grasp. What if a person has to take thier work home for some reason... do you keep track of the time?
Timpekeeping seems confusing to me right now. And about taking work home sometimes and keeping track of hours sounds too much. I would prefer to get most of it done at work. Can't imagine myself working at home while having a long day at work....
I think it is amazing how people keep track of the calls that come in. I couldn't imagine doing that at my job! Our phone is constantly ringing. I do have to agree that having a positive attitude on the phone, as well as in person, leave a good impression on your business.
Hi everyone,
I was wondering if any of the Legal Asssitants contributing to our blog are asked by their attorneys/employers to log a certain amount of billable hours. If so, what happens if you don't record the minimum amount?
If you should make a mistake on the billable timekeeping, what would be the consequence, and is it easy to fix?
For me i think having a notebook is alot easier because it is easier to jot things down. You dont always have a computer in front of you, and a notebook is easier to carry. I feel I would write the time down right away if i jotted it down in a notebook first then entered the time in the computer. Sometimes i get side tracked and forget to do alot of things and writing it down right away is easier because i can always come back to it
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