Client Onboarding Manual

CLIENT ONBOARDING GETTING TO KNOW THE FIRM

Prepared For :

You, the new client

Dominique Young Law, P.C. 260 Peachtree Street NW SUITE 2200 ATLANTA, GA 30303

About DYLPC

HOW THE FIRM OPERATES Dominique Young Law, P.C. is a virtual firm. That means that the firm conducts most (as much as possible) of its services online. Meetings are through video conference. Documents are uploaded, transferred, and signed electronically online. Invoices are sent via the client portal and payment can be made through the provided online payment link.

This process reserves paper and ink, is convenient for busy professionals like you, and is more efficient and economical for the firm. The interactions may be unusual at first, however, the firm works with you to assist you in engaging with technology.

The current practice management system used by the firm is Clio. When you receive messages from the client portal from the firm, they should have a "Powered by Clio" graphic towards the bottom of the email. If the message does not include that graphic, please call or text to confirm that the email was sent from my firm.

The current videoconference software used by the firm is phone.com.

The link to the videoconference software should include "meet.phone.com". The link is secure. Each meeting will have a meeting room access code and a unique meeting passcode for added security.

Meetings are only recorded with your permission after a specific notice made to you.

The firm's phone number will make phone calls and send/receive text messages. Please use the client portal for written conversations regarding your case. The firm receives an email when you have submitted a message through the client portal, so I know to check the client portal for your message. Please be mindful that the firm does not operate 24/7. Messages sent outside of business hours may be returned during regular office hours. If the message is an emergency, feel free to send a text to the firm's phone number. If the message is one that requires immediate response, you can call the attorney's personal line to get in touch with them. Be mindful that an added charge may apply according to the attorney's discretion.

Once you have completed the onboarding process, a Dropbox link, one created especially for your client file, will be sent to you through the client portal. You can use this link to upload all of the documents for your matter. The link is specific for your matter and should not be forwarded to any other individual. Please keep the hard-copy originals for trial evidentiary purposes in a secure location. If you would prefer that the firm maintain the originals, feel free to arrange pick-up by a firm employee, if you are local, or you can mail them to the firm's post office box and the firm will ensure secure storage.

Client Task List TEAMWORK MAKES THE DREAM WORK

Once you have been properly engaged (I.e.: signed all contracts and paid the requisite retainer), there are a few things that are needed to assist with representation.

Using the provided Dropbox link, upload any and all documents that you consider appropriate for your file. The attorney will review them and request more documents if necessary. Call the firm if you are having trouble uploading the documents. If there are tangible documents that are pertinent and you do not have access to a scanner, feel free to mail them to the firm.

The firm will keep them secure.

Schedule your first client meeting. Though we completed the initial consultation, the first client meeting is a time to delve more into the facts of the case, asking in-depth questions that assist the attorney in their litigation strategy. The attorney will provide the litigation strategy developed for your case and provide preliminary documents for you to review. Please schedule this meeting as soon as possible. The link for the first client meeting will be provided via the portal and can also be accessed here.

After these two things have been accomplished, the firm can take it from here. Your responsibility is to keep an eye out on the client portal and respond to messages and requests as soon as possible.

Invoicing No one likes to talk about the subject, yet paying for legal services is a part of the business. The firm has overhead just like any other business and our employees prefer to be paid timely for their work. So let's just lay it all out.

There are legal matters where legal services can be requested as a part of the judgment award. This request is not provided in every matter. There are situations where the full amount of legal services charged will not be awarded. Please take this into consideration regarding the legal services secured.

The firm sends out invoices on the 21st of every month. You will receive an invoice whether you have money reserved in your trust account or not. The amount that shows in the invoice email does not indicate the amount due in every situation. Please open the attached invoice and review the hours charged and the amount that you have in reserve in your client trust account. Once you have reviewed the invoice, please either submit a written approval to the hours billed via the client portal so that the firm can transfer money from the trust account to the firm's operating account and or use the payment link provided to pay for hours not covered by the reserves in your trust account.

Invoicing, cont'd You will be surprised at the relief of having money in reserve in your trust account. Not only does it allow the firm to log hours as appropriate to your case, it also allows you to submit monies as they are available for use in your case. When you receive your invoice on the 21st of every month, there should be no concern regarding timely payment because the money is already within your trust account. By maintaining a healthy trust account, the firm is better able to serve you and your needs.

In some situations, a payment plan has been implemented. Again, the amount in the invoice email does not take into consideration the amount being remitted on your payment plan. Please review the invoice and confirm that the amount submitted according to your payment plan has been properly recorded and let the firm know that you have reviewed the hours.

Payment plans are provided on an as needed basis. You must provide to the attorney or the attorney's staff the amount that will be deducted from your account, how often you want this amount to be deducted from your account, and your account information. All employees have signed confidentiality agreements so your credit card/debit card information is secure. Your debit card information is not written down. The information is entered directly into the payment processing system for automatic debit on the requested intervals.

Every invoice provides for a five (5) day period in which to submit payment. If payment has not been received by day 35, interest charges will be credited.

Payment not received by day 95 will require that we submit your invoice to collections. The firm will work with you in every way to prevent submission to collections. It is your responsibility to work with us to get your invoice paid.

Termination of the Client Relationship

Per the contract, you or the firm can terminate the client relationship. If you would like to terminate the attorney-client relationship, please provide written notice to the firm of your request. If the firm makes the choice to terminate the attorneyclient relationship, notice will be provided to you along with the necessary procedures for terminating the attorney-client relationship.

CLIENT WITHDRAWAL

If you terminate the client relationship, here are a few things that will happen: 1. The firm will log the hours necessary to prepare your file to be returned to you or transferred to your new attorney/firm.

2. A final invoice will be prepared to include the hours accumulated in preparing your file.

3. Any monies in your trust account will be used to pay for your final invoice.

4. All residual monies in your trust account will be sent to you via money order or check via delivery requiring signature with a letter confirming your termination of the attorney-client relationship and any and all tangible documents within the firm's possession.

5. Any outstanding charges will undergo the same collection process.

ATTORNEY WITHDRAWAL If the firm makes the decision to terminate the attorney-client relationship, here are a few things that will happen: 1. Depending on the status of the case, the firm may have to motion the Court to withdraw. This action will also probably require a hearing before the judge. Be prepared to be present for the hearing.

2. Your file will be prepared to be returned to you.

3. We will ask for your most current contact information in order to return your property to you.

4. All hours logged for your matter will be reconciled with your trust account. Any monies within your trust account will be used to pay for your final invoice.

5. Any residual monies via money order or check, tangible client documents, and a letter confirming the terminated attorney client relationship will be returned to you via delivery service with signature acceptance.

6. Any outstanding charges will undergo the same collection process.

Contacting the Firm

As a client, the best way to contact the firm is through the client portal. The portal is secure and helps the firm keep a record of everything you submit.

Please use the client portal for most, if not all, communication.

Here are other ways in which to get in contact with the firm: Phone: (866) 823-9572 Fax: ‭(470) 735-4323‬ Email: Attorney@dominiqueyounglaw.com Mailing Address: PO Box 870783, Morrow, GA 30287-0783 We can also be reached via social media. The firm is on a variety of platforms which are listed below: Facebook: www.facebook.com/dominiqueyounglaw/ Instagram: @dominiqueyounglaw Twitter: @attorney_young LinkedIn: www.linkedin.com/company/dominique-young-law-pc/

The firm's website has good information and a blog with resources to assist with your legal matter. You can take a look around the site to learn more about the attorney and what the firm provides at this address: www.dominiqueyounglaw.com.

Questions for the Firm At this point, you should have all your questions answered or be comfortable enough with the attorney and staff that you can come to them with any questions you may have regarding our operations or your case. Though there are some questions that may not have been addressed.

If you have a questions that were not addressed here or in your previous interactions with the firm, you are more than welcome to submit your questions via the client portal. The firm will definitely do the same. The firm is about open communication on both sides of the attorney-client relationship.

THANK YOU, AND WE LOOK FORWARD TO WORKING WITH YOU.