Client Intake 101

What Intake Is Actually For

Good intake accomplishes three things at once: it helps you understand what this specific family needs, it sets clear expectations about your role, and it gathers the practical information (health history, due date, insurance, emergency contacts) you'll need later. Skipping any one of these tends to show up as a misunderstanding down the road.

The Discovery Call

Many doulas start with a free 20-30 minute call or meet-and-greet. This isn't just a sales conversation — it's your first chance to learn how this family communicates, their values, what they're anxious about, and whether you're a good fit for each other. Ask open questions: What does support look like to you? What are you most nervous about? Have you had a birth experience before, and if so, what would you want different this time?

The Paperwork That Actually Matters

Once a family decides to hire you, your intake packet should cover:

• Contact info, due date, and care provider (OB or midwife) details
• Relevant health history and any pregnancy complications you should know about
• Birth preferences, past birth history, and any specific fears or triggers
• Emergency contacts and backup doula arrangements
• Insurance information, if you bill insurance or the client plans to seek reimbursement
• A signed contract or scope-of-care agreement outlining what's included, your on-call window, and cancellation terms

Keep the form as short as it can be while still covering these basics.

Set Expectations on Scope of Care

This is the section doulas most often skip, and the one that prevents the most conflict later. Be explicit, ideally in writing, about what you do (continuous physical, emotional, and informational support) and what you don't (clinical tasks, medical advice, delivering the baby, or replacing the medical team). Walk through your backup plan in case you're unavailable, how many visits they are eligible for under their insurance plan or what your packages include.

Handle Payment and Insurance Details Upfront

Nothing erodes trust faster than a surprise bill. If you bill insurance, verify the client's benefits (session limits, copays, whether prenatal and postpartum visits are both covered) before your first paid visit, not after. If you're billing through a platform like Orka, this verification is typically handled for you as part of onboarding a new client, which means you can walk into that first visit with a clear answer instead of an "I'll check and get back to you."

Keep It Organized and Secure

However you collect intake information — a PDF form, an online questionnaire, or a client management dashboard — keep it in one place you can find quickly, especially at 3 a.m. when a client goes into labor. A dedicated client management tool beats a folder of scattered documents, both for your sanity and for keeping sensitive health information secure.

A strong intake process takes maybe an extra hour per client to set up well. What it buys you is a client who feels genuinely taken care of before you've even attended a single appointment — and a paper trail that protects you if anything is ever in question later.