Compassion Isn’t a Script: Five Lessons from Darrow’s Plaintiff Intake Team
“Justice seeks to solve suffering by holding the right people accountable and helping those who deserve it, while compassion offers support to anyone suffering.” - Evya Ben Artzi, Darrow CEO
I’ve spoken to hundreds of people in moments of uncertainty, anger, or grief. At first, many aren’t sure what to expect from us as Darrow’s Plaintiff Intake team, but almost all of them want one thing: to be heard.
The above quote has become a guiding principle for how we approach our work of plaintiff engagement. As Plaintiff Intake Manager, my team is responsible for connecting with individuals who have experienced harm. I strive to lead with both clarity and compassion, because how we show up in those first moments matters.
Our job is to speak directly with each person who responds to one of our ad campaigns, vet their eligibility to act as a class representative, and ensure they feel supported from the very first conversation. My goal is to build trust and make space for potential plaintiffs to share their stories; not only so we can connect attorneys with the most qualified individuals to represent their cases, but to provide them a safe space to tell their story.
Evolving the Plaintiff Intake Experience
When I first joined Darrow, the intake approach looked very different. The goal was to get through calls quickly: gather information, check the boxes, and move on.
But as time went on, we realized it was important to shift this to reflect what matters most to us as a company: leading with empathy and recognizing that the path to justice begins with human connection.
One of my first responsibilities was to help shift the focus. I often remind my team that each of us is usually the first person a potential plaintiff gets to speak with about the harm they’ve experienced, and that we can make an impact simply by holding meaningful, compassionate conversations.
Doing so has made a big impact.
When we speak to individuals now, they’re more communicative and more committed to represent cases long-term. Instead of rushing the intake process, we focus on showing empathy and respect. In turn, the entire process is more sustainable for plaintiffs, our team, and the attorneys we partner with.
Five Lessons I’ve Learned Leading Darrow’s Plaintiff Intake Team
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While reshaping the intake experience has improved outcomes, equally important is what it’s taught me about justice, people, and what it really means to support someone in a vulnerable moment.
These are just a few of the lessons I’ve learned as Plaintiff Intake Manager that continue to shape how I approach plaintiff engagement:
1. People want to feel heard
After taking many calls, I realized that most people aren’t actually trying to get off the phone. They want to talk, and they appreciate having someone on the other end who cares about what they’ve experienced – and who is actually doing something about it.
Active listening turns interviews into honest conversations. When someone shares something personal, I respond like a real person, not a script. I ask about their upcoming wedding. I congratulate them on retirement. I laugh at their jokes. This reminds them that there’s a human on the other end who genuinely cares.
2. There’s no script that fits every conversation
Every person we speak with brings a different energy to the call: some are cautious, others are rushed, and many are unsure if they can trust us. Each case type and person requires a different approach. ERISA plaintiffs may want more detailed information, while mass tort plaintiffs often need space to share emotional experiences.
We’ve learned to meet people where they are; matching their energy, mirroring their urgency, or speaking calmly to help them soften. Our goal is to create a space where they feel safe enough to stay on the line, share their story, and move forward with confidence.
3. Mutual respect is a non-negotiable
We’re kind, patient, and open with each potential plaintiff we speak with, but we also have boundaries. If someone is rude, vulgar, or inappropriate, we end the call. We protect our team’s well-being, and we only move forward with people we’d feel good introducing to an attorney.
4. Training for humanity is just as important as training for process
When we’re looking to hire new members of our team, we look for warm, grounded people. New team members shadow 15 hours of calls to learn how to de-escalate tension, offer empathy, and create a supportive experience for every plaintiff. We also normalize taking breaks after tough conversations, because emotional presence is part of the job.
5. Sometimes, connection alone is the outcome
One of the most powerful calls I’ve had ended with someone who didn’t actually qualify to be a plaintiff. She shared details of her story that were deeply personal, opening up to me about how she’d been wronged. While she didn’t qualify to be a case representative, she was truly grateful that I’d spent the time listening.
This particular conversation reminded me of what success really looks like: Showing up without a script, offering support without conditions, listening without judgment, and making sure every person we speak with walks away knowing that someone cared enough to hear their story.
Where Compassion Meets Impact
Our Plaintiff Intake team is just one part of a larger mission: to uncover hidden legal violations and support the individuals affected by them. From first contact to case resolution, Darrow combines technology, compassion, and human-delivered legal consulting to help plaintiff firms build stronger, more sustainable cases.
If you're looking for qualified, committed plaintiffs, let’s talk. Contact us.
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