Telephone Advice Only: Recording INVB and Call-Out Work
Telephone advice is a distinct attendance type with its own billing trail and note requirements. A thin record — "advised by phone" — is insufficient for LAA claims and firm supervision. This guide covers what a complete telephone advice note looks like.
When telephone advice is appropriate
Telephone advice is used for less serious matters, early-stage enquiries, or where attendance in person is not yet required — always subject to your professional judgment and contract rules. The note must show why telephone advice was sufficient or why attendance was not instructed at that stage.
Essential fields for the note
Record call start and end time, DSCC reference where applicable, station, client details as known, offence, disclosure summary, advice given, and outcome — including whether attendance in person was recommended and to whom that was communicated.
- Date and time instruction received
- DSCC number and police station
- Client name and date of birth if provided
- Brief disclosure summary
- Advice on caution, interview, and attendance
- Outcome — attendance booked, no further action expected, etc.
INVB billing alignment
INVB claims require specific data points that must match your note. Inconsistency between the CRM submission and the attendance record is a common audit query. Structured telephone advice forms reduce that risk by prompting fields at the time of the call.
Frequently asked questions
Is telephone advice a full attendance note?
Yes. It is a record of professional work for a client matter, even if you never entered the custody suite. It belongs on the file with the same seriousness as an in-person attendance.
What if the client is arrested after my call?
Create a linked in-person attendance note when you attend. Cross-reference the earlier telephone advice — what was known then, what changed, and whether advice was updated.
How long should a telephone advice note be?
Long enough to show what you were told, what you advised, and what was decided. A single line is rarely enough; a structured summary of five to fifteen lines is typical for straightforward matters.
Structure every attendance from the first call-out.
Custody Note guides you through disclosure, consultation, interview, and billing in one structured record — offline, encrypted, with PDF export. 30-day free trial.
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