Maximizing program impact with tech (part I) - Keith
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This document discusses the impact of technology on legal service delivery, highlighting tools like online chat, e-learning modules, and document assembly systems to improve access to justice. It features case studies of various organizations utilizing these technologies to assist underserved populations and outlines the success and challenges of implementing these tools. Additionally, it presents data on client engagement, system usage, and upcoming developments in legal tech initiatives.
Maximizing program impact with tech (part I) - Keith
- 1. Maximzing Program Impact Through the Use of Technology 12NTCmax Liz Keith Matthew Burnett Claudia Johnson Jessica Stuart Jillian Theil
- 2. Who we are Matthew Burnett Immigration Advocates Network Director Claudia Johnson LawHelp Interactive Program Manager, Pro Bono Net Jessica Stuart Associate Product Manager, Pro Bono Net Jillian Theil Program Associate, Pro Bono Net Liz Keith LawHelp Program Manager, Pro Bono Net #NTC12max
- 3. Tell us about you Photo by James Cridland on Flickr #NTC12max
- 4. Connecting needs with technology to: Serve more clients Service we wouldn’t otherwise reach Improve the quality of services Better inform and communicate with clients Engage new partners and volunteer resources You tell us! #NTC12max
- 5. Service delivery tools we’ll explore Online chat SMS E-learning tools Interactive forms Mobile apps Multimedia #NTC12max
- 6. #NTC12max
- 7. Case study: Montana Legal Services Association 75,000 people living in poverty 11 legal aid attorneys 4 offices Huge, rural service area #NTC12max
- 8. Case study: New York LawHelp Consortium 300+ legal assistance programs Diverse language communities Complex referral landscape Many individuals facing legal problems on their own #NTC12max
- 9. LiveHelp online chat #NTC12max
- 10. Why online chat? Complements websites and existing services (phone, walk-in, etc.) Familiar Low tech, high touch Anonymous Distributed – can be used, or staffed, from anywhere #NTC12max
- 11. How LiveHelp works MontanaLawHelp.org LawHelp.org/NY Staffing: internal staff & Staffing: 30+ law AmeriCorps*VISTAs student volunteers Cross-referrals to phone Students commit to hotline minimum number of hours each semester Chats routed by language (English and Spanish) #NTC12max
- 12. How LiveHelp works • Leverages existing online content and resources • Policy and content training provided to navigators • Real-time support & supervision for navigators via IM #NTC12max
- 13. Outcomes for clients Increased understanding of their issue and what needs to be done to solve it 2011 LiveHelp usage Greater awareness of self- 4,000+ people help resources available served in NY 400+ served in MT Time-savings in accessing resources More accurate referrals Attitudinal outcomes #NTC12max
- 14. Outcomes for programs Ability to reach more – and new – clients Better informed clients More accurate referrals All staff trained and involved in client services (MT) Volunteers engaged in service delivery (NY) Access to language or substantive expertise regardless of location Rich evaluation data #NTC12max
- 15. Other applications of online chat Collaborative assistance models Specialized language assistance Assistance applying for services Document-sharing and review Focused consulting Engaging volunteer resources Other ideas? #NTC12max
- 16. Resources Live chat tools LivePerson.com, Meebo.me, Sample training materials and policies LawHelp/NY Navigator Manual MontanaLawHelp Navigator Manual Volunteer Recruitment and Supervision LawHelp/NY recruitment tips For more information: Liz Keith at lkeith@probono.net or @elizk #NTC12max
- 17. Director, Immigration Advocates Network #NTC12max
- 18. Barriers to Citizenship Economic Cost of filing application ($680) Cost of legal services Linguistic Understanding the process and completing the application English test Geographic Access to information and services #NTC12max
- 19. CitizenshipWorks #NTC12max
- 20. eLearning Modules Overview of the Naturalization Process Overview of the Naturalization Tests #NTC12max
- 21. Find Legal Help #NTC12max
- 22. SMS/Text Messaging #NTC12max
- 23. Public Eligibility Screening Tool #NTC12max
- 24. Advocate Screening Tool #NTC12max
- 25. N-400 #NTC12max
- 26. Fee Waiver #NTC12max
- 27. Multilingual #NTC12max
- 28. Workshops #NTC12max
- 29. Pilot Evaluation Data: Client Profile Age Under 40 (39%) 40 to 60 (48%) Over 60 (13%) Education None (3%) Primary school (28%) High school (38%) Some college or higher (30%) Monthly Income > $1,000 (22%) $1,001 – $2,000 (42%) $2,001 - $3,000 (19%) Over $3,000 (12%) #NTC12max
- 30. Pilot Evaluation Data: Computer Usage Computer usage: Have never used a computer (27%) Use a computer once a week or less (29%) Use a computer once a day (43%) Comfort using computers: I usually need a lot of help (26%) I usually need some help (29%) I can usually use computers without help (44%) #NTC12max
- 31. Pilot Evaluation Data: CitizenshipWorks Did someone help you? Yes (72%) No (26%) How easy was CitizenshipWorks to use: Very easy (36%) Easy (53%) Hard (4%) Very hard (4%) #NTC12max
- 32. What’s Next? Expanding CitizenshipWorks to new organizations and sites Integrating CitizenshipWorks into various service delivery models (group processing, individual appointments, etc.) Exploring the use of CitizenshipWorks in rural contexts (UFW pilot in the Central Valley) Piloting remote consultation/review using video conferencing Developing a mobile app Exploring the potential to pull anonymous user data from the screening and N-400 tools in order to better understand barriers Evaluating the of impact of CitizenshipWorks on immigrants, service providers, and communities #NTC12max
- 33. Contact Visit CitizenshipWorks at www.citizenshipworks.org Matthew Burnett, Director Immigration Advocates Network mburnett@immigrationadvocates.org #NTC12max
- 34. LawHelp Interactive Program Manager Pro Bono Net #NTC12max
- 35. What is LawHelp Interactive? For the court and legal aid community A training center—we teach people how to create these interviews A tech support center—we provide technical support A replication/best practices engine-we share best practices, a community of sharing #NTC12max
- 36. Public-Private Partnership is behind this National Initiative • HotDocs Software was donated to be the document assembly engine by the prior owner • Initially donation was restricted to only LSC groups and was limited • In 2009-2010 the donation was expanded to include all IOLTA- funded legal non-profits by HotDocs Corp. • In 2010, HotDocs Corp donated free licenses to over 159 non profits—a donation worth over $2 Million Dollars, the licenses allow for free updates • After 2010 licenses are now available at a discounted rate of 70% for legal non profit groups • In addition HotDocs Server was donated to support the online creation of forms #NTC12max
- 37. #NTC12max
- 38. What is LawHelp Interactive? For the end user: Advocates or self- A personalized represented document is created litigants from the answers. answer questions The during an answers interview. can be Supports use of HotDocs™ and/or A2J Author™ interviews saved and reused. #NTC12max
- 39. Access to Justice Communities using LawHelp Interactive as of February 2012 #NTC12max
- 40. Use of online forms in 2011 % Change LHI Transaction Total From 2010 Interviews 591,783 +44% Assemblies 318,846 +47% Emails of Assembled Docs 16,692 N/A Since 2005 1,708,578Interviews served 942,266 documents assembled #NTC12max
- 41. Top forms in use for top 5 states CA - divorce packet, DV petition, default judgment/petitioners NY - child support modification, paternity, small debt collection vacate default Idaho - small claims, divorce no kids Illinois - uncontested divorce, OP Maine - child support and FS calculators As of 6/30/2011 Source Pro Bono Net, LHI Quarterly Statistics #NTC12max
- 42. Top 5 States in 2011 Assemblies % Change State thru Q4 From 2010 New York 84,183 58% California 45,369 28% Illinois 39,239 20% Texas 31,182 735% Idaho 21,771 4% #NTC12max
- 43. What other uses for online interviews on LHI? Integrate answers and forms (rtf or pdf) with a CMS Print multilingual documents Pleadings Orders by court clerks Enable remote review with pro bono lawyer Provide multilingual interviews/court orders Provide instructions in other languages Allow the person to self screen before using the form Provide contextual help as the interview unfolds #NTC12max
- 44. Online Forms in Spanish Launched in 12/2010, there are now 15 active Spanish interviews. Vietnamese and Mandarin will be launched in 2012 . #NTC12max
- 45. Online Forms in Spanish Assembly in English and/or Spanish on request #NTC12max
- 46. Why Online Forms Add Value • Standardized content • Electronic (remote sharing) • Information Reusable • Less training required • Self navigation or less skilled worker • Basic computer needs #NTC12max
- 47. Online form use improved: Length of Time of Workshop Litigant Fatigue Quality of Education Legibility & Accuracy of Handwritten Forms Clerical Errors Causing Rejections #NTC12max
- 48. Workshop Model, Los Angeles #NTC12max
- 49. LA Superior Court #NTC12max
- 50. San Bernardino Self Help #NTC12max
- 51. Court Partnerships: Law Library #NTC12max
- 52. For Additional Information Domestic Violence Petition Clinic, NLS and Orange County Superior Court www.courtinfo.ca.gov/programs/equalaccess/dash.htm Lawhelp Interactive http://www.probono.net/dasupport Or contact Claudia Johnson cjohnson@probono.net DIY New York Courts: www.nycourthelp.gov Self Help Centers and Document Assembly (2009) http://lsntap.org/DOC113 Self Represented Immigrant Network: http://www.selfhelpsupport.org Citizenship Works: http://www.citizenshipworks.org #NTC12max