online lsntap / pbn 2014 webinar
DESCRIPTION
This webinar will review online intake, what it is, how it fits in the delivery of legal services continuum, and share two models of how two different programs have implemented it. Our examples from WA and NH will cover how online intake overlaps with telephonic intake and in person intake and how these programs manage online intake to promote access to legal services. We will then discuss the nuts and bolts of what legal non-profits need to be aware of and know before they start an online intake from a technology point of view. We will wrap up with an example of how to use intake data to facilitate and support regional resource allocation and collaboration across agencies as a way to promote systemic regional advocacy and effective resource allocation. The training will be helpful for those considering online intake projects, or for groups already doing online intake who are looking for examples/ideas of how other groups are maximizing the potential of online intake and its fruits. Attendees are strongly encourages to review prior online intake presentations available at (http://lsntap.org/Internet_Intake_Webcasts) as background, but not required.TRANSCRIPT
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Welcome to the LSNTAP/PBN Online Intake webinar!
If you joined the training via telephone, please click on the telephone symbol and select “Call by phone” and follow the instructions.
If you joined with a microphone and headset or speakers (VoIP), please click on the telephone symbol and select “Call via the internet”
Ask a question or tell us something in the Comment box.
PLEASE PLACE YOURSELF ON MUTE.
A few logistics before we start…
LSNTAP is recording this training and will post it to LSNTAP.org.
An email with a link to this information will be sent out to the LSTech listserv once it has been posted.
Online intake: The “whats” and the “whys” of online intake
August 20, 2014
Our panel todayBob AubinParalegal and Self-Employed DeveloperBreckie Hayes-SnowDeputy Director, Legal Advice & Referral Center Joan KleinbergDirector of CLEAR/Private Bar Development, Northwest Justice ProjectEd MarksExecutive Director, New Mexico Legal Aid
Claudia Johnson (Moderator)LawHelp Interactive Program Manager, Pro Bono Net
Takeaways• Two examples in the
community• Technology• Data sharing/outcomes
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Why intake?
What is intake?
Do you qualify for this program with your problem and for what specific type of service?
Yes—how are we going to work together in providing you legal services? Retainer/conflicts/case plan
No—what can you do to help yourself—what type of information and referrals can we give you to help yourself
Pro Bono Net, NPADO 8
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Different types of “intake”• Walk in intake• Hotlines• Online intake
Not intake, but grouped as intake sometimes• Triage• Expert system• Checklists/self assessment
tools
Rules, Standards, and protocols that apply to intake depending on modality
Pro Bono Net, NPADO 10
Context/factors/incentives• Keep costs down• Internet is open 24/7. Seek help/volume up• Staff/tech resources ratio varies by modality of
intake
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Online intake
Pro Bono Net, NPADO 12
Wired Broad Band, DSL, Fiber, Cable
Wireless, hotspots, satellite
Online Intake
• No ABA standards (yet?)—but new model rules do have provisions under the competency standard
• LSC has requirements of human verification of eligibility
Pro Bono Net, NPADO 15
Model Rules 1.1 Competency (2012)
Maintaining Competence• [8] To maintain the requisite knowledge and skill, a lawyer should keep abreast of
changes in the law and its practice, including the benefits and risks associated with relevant technology, engage in continuing study and education and comply with all continuing legal education requirements to which the lawyer is subject.
Pro Bono Net, NPADO 16
LSC Program Letter
Pro Bono Net, NPADO 17
Pros of online intake
Pro Bono Net, NPADO 18
Factors for online intake•Are the case acceptance guidance stable?•Is there a solid understand of what cases get accepted by problem type?
•Is there a strong IT team?
Pro Bono Net, NPADO 19
Some examples of online intake
• Ohio (English Spanish—model for many others) http://www.lawolaw.org/
• Utah, nice handling of Kennedy amendment and verification process
• https://onlineintake.utahlegalservices.org/
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Other examples Online Intake
• Florida/Daytona (Kemps)• Detroit (Practice Manager)• TRLA (wufoo for family law cases)• Pennsylvania (runs off LHI)• NJP/portal concept
Pro Bono Net, NPADO 21
The process of development
• Articulate your goals• The logic model• The user interface
• Alternative mode of access • Triage potential callers• Provide resources
NJP’s Goals Online Intake and Triage
Branch Logic aka “The Starship Enterprise”-Allows for LPC and SLPC to be resolved.-Leads to determination of next steps (who calls who) and correct referrals and resources
You’ve got to have a system. Excel is your friend.
Policy Decisions
• What information are you comfortable gathering on-line?
• How will you make allowances for incorrect information?
• How will you handle LSC requirement to notify all applicants of grievance process?
User Interface
• Break it down to simple questions• Use plain language • Test questions and answers for ambiguity• Anticipate user questions
Online Applications
Demographics
Online intake applicants are:
50% whiter
Much, much younger
Significantly more female
About the same income distribution
Lessons Learned
To see NJP online tool:http://nwjustice.org/get-legal-help
Please use: “name Test Test” if you want to test it
Legal Advice and Referral CenterOnline Intake
New Hampshire
Breckie Hayes-Snow
Necessity – the mother of Implementation
General Timeline
• Legal Advice & Referral Center: 3/96 – today• September 2009 telephone system crash – total failure• Online intake implemented to provide access.• 2012 intake integration with NHLA• Small grant from New Hampshire Charitable Foundation to
fund new system• Collaboration to create LARCOI – launched in March 2013• NHBar Pro Bono Program adopts LegalServer in summer of
2013
Ongoing projects• Integration of intake among all three NH programs:
LARC, NHLA, NHBar• Direct transfer of cases from LARCOI to LARC, NHLA
and NHBar • Creation of additional applications
• Bankruptcy• Criminal annulment• Domestic violence (for special project)
A Developer’s Perspective on creating online intake systems
Bob Aubin
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Typical A2J Intake Configuration
• 3 logical components • Each managed/provided by a different vendor or
entity• Strict rules apply (schema, answer formats)• Someone must orchestrate how they work
together
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What Does XSLT Do?
• Converts and formats A2J .anx to .xml• Math and rounding• Variable to field mapping• Full name and full address creation• Date reformatting
• A2J date format = DD/MM/YYYY• CMS needs MM/DD/YYYY
• State abbreviations• Notes field compiling and formatting
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What Does PHP Do?• Maps to XSLT file (.anx .xsl)• Names XML file (can include applicant name)• Save and name a back-up of answer file• Redirect to a web page based on answer
pattern/area of law/location• Keep track of types of kick-outs• Create and save a survey file in a spreadsheet• Cause e-mail to be sent
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Kemp’s Case WorksA2J Interview Direct Import
Intake with No Transformation
• Raw answer file sent to CMS via a web page• Rounding, abbreviations, notes, and
formatting must be done in A2J• Dates are problematic
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Things You Have to Provide
Variable-to-Field Mapping
• Variables from A2J feed into CMS fields• Married = M• Government benefits = 153• English = en
• What variables/fields do you need?• What can schema accommodate?
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What Do You Need and Want?• Track kick-outs?• Compile survey information?• E-mail?• Redirection?• Answer file and XML file naming
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Where’s the CMS?• Colocation with web server is best• If not collocated, how will XML get to CMS?
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Summary• 3 distinct logical components• Needs orchestration to make it work together• Define your wants and needs• Valid and up-to-date schema• A2J version 4.0 for now
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New Mexico Data Sharing Project
Ed MarksNew Mexico Legal Aid
New Mexico Data Sharing Project
New Mexico Data Sharing Project
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New Mexico Data Sharing Project
New Mexico Data Sharing Project
New Mexico Data Sharing Project
Discussion/Questions?
THANK YOU FOR ATTENDING TODAY!
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Contact InformationBrian Rowe ([email protected]) or via chat on www.lsntap.org
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