senior legal hotline/helpline models · 2018-01-10 · 3815 w. st. joseph st., suite c-200,...
TRANSCRIPT
2011 SENIOR LEGAL HOTLINES STRUCTURES
CERA is a member of the National Legal Resource Center and is funded through a grant from the U.S. Administration
on Aging
Center for Elder Rights Advocacy
1-866-949-CERA (2372) · www.legalhotlines.org
1
Senior Legal Hotline/Helpline Models
Contents Executive Summary ....................................................................................................................................... 3
History ........................................................................................................................................................... 5
Table 1: Funding Paradigm: Anything listed contributes to more than 10% of a hotlines budget. ......... 5
Statewide Senior Legal Models ..................................................................................................................... 6
Table 2: Is the helpline a standalone program, not part of a full service legal office............................... 6
Table 3: Extended Services: Anything listed makes up more that 5% of hotlines services ...................... 7
Table 4: Helplines that are part of a statewide Title III program. ............................................................. 7
Flow Charts of Legal Hotline Models ............................................................................................................ 9
Appendix A: State Details Table .................................................................................................................. 10
Appendix B: Map of Hotline History ............................................................................................................ 19
Center for Elder Rights Advocacy 3815 W. St. Joseph St., Suite C-200, Lansing, MI 48917 · 1-866-949-CERA (2372) · www.legalhotlines.org
Narrative written by Shoshanna Ehrlich, Project Specialist
2
Senior Legal Hotline/Helpline Models
Executive Summary
The thirty-two statewide senior legal hotlines operating in 2010 were polled for the details
of their models and operations beginning in 2010. Since then, four of the hotlines have
ceased operation. The Alabama and New Hampshire senior legal helplines have closed for lack of funding. The California hotline operates only in its local Title IIIB service area
around Sacramento and statewide only for specific projects, such as pension and
foreclosure counseling. South Carolina Legal Services sends advice letters to LSC-eligible
seniors but offers no phone advice. The data was collated for those open at the time of the
data collection.
The hotlines are set up in a variety of environments. Title IIIB providers are the most
common operators of senior legal helplines, with 18 hotlines being housed in Title IIIBs
serving local or less than statewide areas and 8 housed in statewide Title IIIB providers. Legal Services Corporation funded programs are also frequent operators of the senior hotlines, with 15 hotlines housed at statewide LSC programs, and 3 housed at local LSC
programs. Please keep in mind that many Title IIIB providers are also LSC grantees. Fifteen
of the senior helplines are housed at programs providing both LSC and Title IIIB services
for some or all of their states.
Funding for the senior legal helplines comes mainly from OAA Title IV (14), Title IIIB (14), IOLTA (12) and LSC (12). Funding from state budgets or filing fees (6), and foundations (6),
were also reported.
Most of the helplines (21) have intake screeners to pick up incoming calls and take
demographic information. Transfer to an advocate (attorney/paralegal) is made in a
variety of ways, which differs at the various programs based on staffing size, call volume, and telephone equipment. The various systems include:
Transferring the call to an available advocate (attorney/paralegal); Making an appointment for a call back by an advocate; Leaving a message for a call back by an advocate; Waiting on queue for an available advocate; Having the queue call the client when his turn comes up.
Other helplines do not have screeners. The phones are either answered live by the
advocate or callers leave a message for a call back by an advocate. Some programs use a
combination of advocates and screeners to pick up incoming calls.
3
Eighteen helplines reported using attorneys only to provide the advice and other services
while 11 hotlines reported using a combination of paralegals, attorneys, and law students
to handle the calls.
We could not discern a pattern in the models for long-term success. Some programs
housed in statewide programs (AL, NH) closed as did others housed in local programs (CA).
Each state has to select a model that best suits its environment.
4
History
The proliferation of Senior Statewide Legal Hotlines to a majority of the states is
attributable to the vision of AARP Foundation and the Administration on Aging. In 1985, Wayne Moore was the director of AARP Foundation’s Legal Counsel for the Elderly in
Washington D.C. He is credited with being the pioneer of the senior statewide legal hotline
movement. The concept was simple: a senior could call one number from anywhere in the
state and receive legal advice on just about any civil legal topic. The system was a response
to the burdensome intake system at legal services programs, where clients were screened
and interviewed in person and often turned away because the problem did not fit into the
program’s substantive law areas or for a variety of other reasons. The legal hotline concept derived from the observation that valuable legal advice could be rendered to most callers
in hardly more time than it took to listen to a fact pattern and decline the case.
The original AARP-funded hotlines in Pennsylvania and Florida closed after the AARP start- up funding ended, but new statewide hotlines were opened in those states with OAA Title
IV funding. The other original statewide senior legal hotlines in Texas, Michigan, Ohio, and
D.C. were successful in securing AoA, State, IOLTA, Foundation, and other diverse funding
streams to keep operating.
Table 1: Funding Paradigm: Anything listed contributes to more than 10% of a hotlines budget.
After the initial successes of the model, in 1991 Congress appropriated funding to the AoA
for establishing senior legal hotlines and almost all of the other senior statewide legal
hotlines were launched in the ensuing years with startup funding from the AoA. At the
beginning, funding for the senior hotlines under Title IV of the OAA – Research and
Demonstration projects - went directly to legal aid programs to operate senior legal
hotlines. With the advent of the Model Approaches to Statewide Legal Assistance
cooperative awards in 2006, the funding goes to either the Legal Assistance Developer
(usually housed at the State Unit on Aging) or to a non-profit legal program experienced in
46.7% 46.7%40.0% 40.0%
13.3%
23.3%
3.3% 6.7%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
Funding Paradigm
5
providing senior legal services. The Model Approaches project shifted the focus from
establishing statewide senior legal hotlines to strengthening the role of the Legal
Assistance Developer and creating an integrated system of legal services for seniors, incorporating a statewide senior legal hotline and other low-cost delivery mechanisms. Several states have had to close their hotlines when AoA funding ended.
Statewide Senior Legal Models
AARP Foundation tested two legal hotline models. The first hotline was a standalone model
– that is the Legal Hotline offered advice and sometimes other brief services such as
document drafting or review, form letters, and similar limited action but was not part of a
program that had an extended representation component. Callers needing representation
were referred to Title IIIB, legal aid, low-fee or pro-bono attorneys. The standalone hotlines
launched in Texas and Michigan are still in operation. A related version of the standalone
model involves the housing of the statewide legal hotline in a local legal aid or Title IIIB
program. In this type of model, the hotline can provide legal advice and intake into its in-house local full service unit but cannot provide extended services for callers outside its
local service area and refers them to local area providers. The ProSeniors’ Legal Hotline in
Ohio, established with AARP start up funds in 1990, is an example of this model.
Table 2: Is the helpline a standalone program, not part of a full service legal office.
In 1987, AARP Foundation instituted an intake-to-full service hotline model at its Legal
Counsel for the Elderly law office. In this model, the hotline serves as the screening, intake, advice, and referral unit of a full-service program, transferring eligible clients needing
additional services to the program’s full service attorneys at local office(s). This was the
model that LSC embraced and promoted as a centralized telephone intake, advice, and
referral system. LSC issued standards for centralized telephone intake for its programs in
2002.
22.6%Yes
77.4%No
Is the helpline a standalone program?
Yes
No
6
Table 3: Extended Services: Anything listed makes up more that 5% of hotlines services
Each of the models has its unique features and benefits. The intake-to-full service office is
the most streamlined and integrated model. However, it can only be implemented in states
having a statewide legal services and/or Title IIIB program so that the hotline and full services can be provided by the same organization. There are a ten states where one
program is the statewide Title IIIB provider, including Maine Legal Services for the Elderly, Legal Services of North Dakota, Rhode Island Legal Services, and D.C. Legal Counsel for the
Elderly.
.
Table 4: Helplines that are part of a statewide Title III program.
The standalone model also has an important function. There are a number of states that have an extremely high number of Area Agencies on Aging with multiple contracts with
different providers. In states with multiple providers, the standalone legal hotline provides
a level of integration among the providers and other organizations in the legal and aging
100.0%
60.0%
10.0% 6.7%
0.0%20.0%40.0%60.0%80.0%
100.0%120.0%
Advice Limited Action (letters/phone calls
to third parties, research,
review/doc prep, pro se forms
assistance?
Extended Services (Negotiations? Settlements,
administrative or civil case filings, phone or court
hearings, appeals)
Other
How extended are the services?
32.3%Yes
67.7%No
Is the helpline part of a statewide Title IIIB program?
Yes
No
7
network. Examples include Legal Hotline for Michigan Seniors, Texas Legal Services Center, and Legal HelpLine for Older Kentuckians.
Most of the states fall in between these extremes, having multiple but manageable numbers
of AAAs, Title IIIB and legal service providers. In these states it is common for a strong local
Title IIIB provider to operate the statewide legal hotline while serving as the intake and
advice unit to its own Title IIIB and/or LSC program. Sixteen senior legal hotlines are
housed at local Title IIIB providers. Some examples include the Florida Senior Legal Hotline
at Bay Area Legal Services, ProSeniors Legal Hotline in Ohio, Pennsylvania SeniorLAW
Helpline, and Georgia Senior Legal Hotline at Atlanta Legal Aid.
While a statewide legal hotline located at a statewide program may be ideal, the presence
of a statewide legal hotline in a local program has many advantages over a local intake
hotline. Foremost, the expertise developed by the hotline advocates is unique and works
well for statewide advice and limited action. With a statewide hotline, the screening,
analysis, advice, and brief services segment of legal services delivery need not be
duplicated at the various local programs. Also, the statewide entity has an all-points view of
developing legal problems and emerging issues among seniors that a program with a local
service area may not see. It is, therefore, in the best position for spotting new trends and
organizing a systemic response to emerging problems.
8
Flow Charts of Legal Hotline Models
Standalone Hotline
Legal Helpline
Advice, Limited Action, Referrals
Legal Aid Offices
Title IIIB Legal Services
Consumer Agencies
Social Services
Pro Bono Attorneys
Low Fee Attorneys
Long Term Care
Ombudsman
Health Insurance Counseling
Hotline Intake Unit for
Full Service Program
HOTLINE
Intake, Screening, Advice, Limited
Action, Referrals
Local Office of Program for ExtendedServices
Local Office of Program for ExtendedServices
Local Office of Program for ExtendedServices
Other Program Referral
Other Program Referral
9
Sta
te
Is t
he
he
lpli
ne
a s
tan
da
lon
e
pro
gra
m (
no
t p
art
of
a f
ull
serv
ice
le
ga
l o
ffic
e)?
Is t
he
he
lpli
ne
pa
rt o
f a
sta
tew
ide
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt o
f
a l
oca
l (n
ot
sta
tew
ide
)
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a s
tate
wid
e
Tit
le I
II p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a l
oca
l T
itle
III
B
pro
gra
m?
Fu
nd
ing
Pa
rad
igm
(lis
t a
ny
thin
g t
ha
t
con
trib
ute
s m
ore
tha
n 1
0%
of
bu
dg
et)
Wh
ere
wil
l fu
nd
ing
com
e f
rom
wh
en
Tit
le I
V e
nd
s?
Wh
o a
nsw
ers
the
ph
on
e?
Do
ca
lle
rs...
Wh
o h
an
dle
s
the
ca
lls?
Ho
w m
an
y p
aid
FT
E L
aw
ye
rs?
Ho
w m
an
y p
aid
pa
rale
ga
ls?
Ho
w m
an
y
vo
lun
tee
rs?
Ho
w e
xte
nd
ed
are
th
e
serv
ice
s? L
ist
an
yth
ing
tha
t m
ak
es
up
mo
re t
ha
n
5%
of
serv
ice
s
Ap
pro
xim
ate
nu
mb
er
of
case
s o
pe
ne
d b
y
he
lpli
ne
pe
r y
ea
r?
Ap
pro
xim
ate
nu
mb
er
of
case
s cl
ose
d b
y
he
lpli
ne
pe
r y
ea
r?
Ma
in r
efe
rra
l
av
en
ue
s?
Ad
dit
ion
al
pro
ject
s
ho
use
d w
ith
he
lpli
ne
(Alabama)1. No Yes No Yes AoA Title IV
No – helpline
closed
Dec. 31, 2009
Advocates, Attorney
and
ParalegalWait on
a queLawyers, Paralegals 1 1 Advice 536 362
In-house
program, Pro bono
program
or panel, Bar Referral Service
California 2. No No Yes No Yes
AoA Title IIIB,AoA Title IV, United Way/Foundations, State budget or filing fees, HUD, Pension
Intake
Screeners,Advocates
The hotline
has an
automated
call back
system 3.Lawyers, Paralegals
Advice, Limited
Action6512
(2008)6292
(2009)Pension
rights
Connecticut4. No No No No Yes
AoA Title IV, IOLTA, United
Way/Foundations, State and
Federal Social Services block grants Unknown
Intake
Screeners
Get live
person or
leave
message
for a call
back 5.
Lawyers, Paralegals, Volunteers, Law
Students 2.2 2 2
Advice, Extended
Services 1540 1802
In-house
program, Legal Aid
District of Columbia No No No Yes Yes
AoA Title IIIB,
AoA Title IVIntake
Screeners
Leave a
message
for call back Lawyers 1.4
Advice, Limited
Action 3275 1861In-house
program
LTC
ombudsman, Senior
Medicare Patrol, Alternatives to Eviction
*Red numbers are footnotes that are on the last pages of Appendix AAppendix A
10
Sta
te
Is t
he
he
lpli
ne
a s
tan
da
lon
e
pro
gra
m (
no
t p
art
of
a f
ull
serv
ice
le
ga
l o
ffic
e)?
Is t
he
he
lpli
ne
pa
rt o
f a
sta
tew
ide
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt o
f
a l
oca
l (n
ot
sta
tew
ide
)
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a s
tate
wid
e
Tit
le I
II p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a l
oca
l T
itle
III
B
pro
gra
m?
Fu
nd
ing
Pa
rad
igm
(lis
t a
ny
thin
g t
ha
t
con
trib
ute
s m
ore
tha
n 1
0%
of
bu
dg
et)
Wh
ere
wil
l fu
nd
ing
com
e f
rom
wh
en
Tit
le I
V e
nd
s?
Wh
o a
nsw
ers
the
ph
on
e?
Do
ca
lle
rs...
Wh
o h
an
dle
s
the
ca
lls?
Ho
w m
an
y p
aid
FT
E L
aw
ye
rs?
Ho
w m
an
y p
aid
pa
rale
ga
ls?
Ho
w m
an
y
vo
lun
tee
rs?
Ho
w e
xte
nd
ed
are
th
e
serv
ice
s? L
ist
an
yth
ing
tha
t m
ak
es
up
mo
re t
ha
n
5%
of
serv
ice
s
Ap
pro
xim
ate
nu
mb
er
of
case
s o
pe
ne
d b
y
he
lpli
ne
pe
r y
ea
r?
Ap
pro
xim
ate
nu
mb
er
of
case
s cl
ose
d b
y
he
lpli
ne
pe
r y
ea
r?
Ma
in r
efe
rra
l
av
en
ue
s?
Ad
dit
ion
al
pro
ject
s
ho
use
d w
ith
he
lpli
ne
Florida No No Yes No Yes
LSC, State
budget or filing fees
Once Tile IIIB
ends, funding
will come from
the Statebudget DOEA
discretionary
funds, IOLTA
(Florida Bar Foundation, and
in kind support.)Intake
Screeners
Wait on a
que, Get a
call back
appointmentLawyers, Paralegals 2.5 0.25
Advice, Limited
Action 1860 1857
In-house
program, Other legal aid or
Title IIIB
providers, Bar Referral panel, Florida
AG and other
state agencies
Georgia No Yes No Yes
AoA Title IV, LSC, IOLTA, United Way/Foundations, State budget or filing fees,Kinship Care
FundsAnswering
Machines
Leave a
message
for call back
Lawyers, Volunteers, Law Students 3 2
Advice, Limited
Action 3500 3500
In-house
program, Other legal aid or Title
IIIB providers
Hawaii No Yes No Yes LSC Advocates
Leave a
message
for call back Lawyers 0.5 Advice 1500 1500
In-house
program, Other legal aid or Title
IIIB providers
Idaho No Yes No Yes No LSC
Our Model Approaches grant was extended
through theend of May 6.
Intake
Screeners
Intake
screener
completes
an intake 7. Lawyers 1
Advice, Limited
Action 1277 1773
In-house
program, Pro bono
program
or panel
11
Sta
te
Is t
he
he
lpli
ne
a s
tan
da
lon
e
pro
gra
m (
no
t p
art
of
a f
ull
serv
ice
le
ga
l o
ffic
e)?
Is t
he
he
lpli
ne
pa
rt o
f a
sta
tew
ide
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt o
f
a l
oca
l (n
ot
sta
tew
ide
)
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a s
tate
wid
e
Tit
le I
II p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a l
oca
l T
itle
III
B
pro
gra
m?
Fu
nd
ing
Pa
rad
igm
(lis
t a
ny
thin
g t
ha
t
con
trib
ute
s m
ore
tha
n 1
0%
of
bu
dg
et)
Wh
ere
wil
l fu
nd
ing
com
e f
rom
wh
en
Tit
le I
V e
nd
s?
Wh
o a
nsw
ers
the
ph
on
e?
Do
ca
lle
rs...
Wh
o h
an
dle
s
the
ca
lls?
Ho
w m
an
y p
aid
FT
E L
aw
ye
rs?
Ho
w m
an
y p
aid
pa
rale
ga
ls?
Ho
w m
an
y
vo
lun
tee
rs?
Ho
w e
xte
nd
ed
are
th
e
serv
ice
s? L
ist
an
yth
ing
tha
t m
ak
es
up
mo
re t
ha
n
5%
of
serv
ice
s
Ap
pro
xim
ate
nu
mb
er
of
case
s o
pe
ne
d b
y
he
lpli
ne
pe
r y
ea
r?
Ap
pro
xim
ate
nu
mb
er
of
case
s cl
ose
d b
y
he
lpli
ne
pe
r y
ea
r?
Ma
in r
efe
rra
l
av
en
ue
s?
Ad
dit
ion
al
pro
ject
s
ho
use
d w
ith
he
lpli
ne
Iowa No Yes No Yes
IOLTA, State
budgetor filing fees
Received a
no-cost extension
of Model Approaches grant through
May, also
expectingfunding
reductionsfrom IOLTA
and state. Hotline will still be here, but at a
reduced
level. 8.Intake
Screeners
If the
telephone
is not answered, they can
leave a
message 9. Lawyers 3 0.2
Advice, Limited
Action 3334 3379In-house
programPension
rights
Kansas No Yes YesAoA Title
IIIB, LSCIntake
Screeners Lawyers 0.5 Advice 679 672In-house
program
Kentucky Yes No No No No Advocates
Leave a
message
for call back Lawyers 1
Advice, Limited
Action 1156 1152
Other legal aid orTitle
IIIB providersPension
rights
Louisiana Yes No No No NoAoA Title
IV, IOLTA
The Louisiana
Bar Foundation, ATJ committe
of LSBA providedsome funding 10.
Intake
Screeners
Wait on a
que, Leave
a message
for call back
Lawyers, 3L Law
students 11. Advice 2986
legal service
corporations
which includes pro bono
projects
12
Sta
te
Is t
he
he
lpli
ne
a s
tan
da
lon
e
pro
gra
m (
no
t p
art
of
a f
ull
serv
ice
le
ga
l o
ffic
e)?
Is t
he
he
lpli
ne
pa
rt o
f a
sta
tew
ide
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt o
f
a l
oca
l (n
ot
sta
tew
ide
)
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a s
tate
wid
e
Tit
le I
II p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a l
oca
l T
itle
III
B
pro
gra
m?
Fu
nd
ing
Pa
rad
igm
(lis
t a
ny
thin
g t
ha
t
con
trib
ute
s m
ore
tha
n 1
0%
of
bu
dg
et)
Wh
ere
wil
l fu
nd
ing
com
e f
rom
wh
en
Tit
le I
V e
nd
s?
Wh
o a
nsw
ers
the
ph
on
e?
Do
ca
lle
rs...
Wh
o h
an
dle
s
the
ca
lls?
Ho
w m
an
y p
aid
FT
E L
aw
ye
rs?
Ho
w m
an
y p
aid
pa
rale
ga
ls?
Ho
w m
an
y
vo
lun
tee
rs?
Ho
w e
xte
nd
ed
are
th
e
serv
ice
s? L
ist
an
yth
ing
tha
t m
ak
es
up
mo
re t
ha
n
5%
of
serv
ice
s
Ap
pro
xim
ate
nu
mb
er
of
case
s o
pe
ne
d b
y
he
lpli
ne
pe
r y
ea
r?
Ap
pro
xim
ate
nu
mb
er
of
case
s cl
ose
d b
y
he
lpli
ne
pe
r y
ea
r?
Ma
in r
efe
rra
l
av
en
ue
s?
Ad
dit
ion
al
pro
ject
s
ho
use
d w
ith
he
lpli
ne
Maine No No No Yes No
AoA Title IIIB,
AoA Title IV, IOLTA, State
budget or
filing fees
We hope to
transition
activity back
into our regular hotline
operations. 12.Intake
Screeners
Answered in
person, some
in queue if busy; option
to leavemessage
after hours with al back
within one or
two days.
Lawyers, Paralegals, Law Students
2.4 and
1.8
from
MA 1
Advice, Limited
Action 3118 2340
In-house
program, Low fee
panel HUD
Maryland No Yes No No Yes LSC, IOLTA LSC, IOLTAIntake
Screeners Lawyers 2.2
Advice, Limited
Action 3449 3254In-house
program
Michigan Yes No No No No
AoA Title IIIB,
IOLTA, United Way/Foundations
Intake
Screeners
Get a call back
appointment Lawyers 4.5 1
Advice, Limited
Action 8417 8456
Pension
rights, Benefits programs
Nebraska No Yes No Yes AoA Title IVIntake
ScreenersWait on a
queLawyers, Paralegals 2
Advice, Limited
Action 1332 1130In-house
program
Nevada No Yes No No LSC, IOLTA
LSC is, and will be, primary
funding source Advocates
Leave a
message
for call back, call is either
answered
or caller
leaves message for call back
Lawyers, Paralegals 2 1
Advice, Limited
Action, Extended
Services 13. 547 513
In-house
program, Other legal aid or Title
IIIB providers
(New
Hampshire)14. No No No Yes AoA Title IIIB Unclear
Intake
Screeners
Get a
call back
appointment Lawyers 0.5 1
Advice, Limited
Action, Extended
Services 2150 2028In-house
program
13
Sta
te
Is t
he
he
lpli
ne
a s
tan
da
lon
e
pro
gra
m (
no
t p
art
of
a f
ull
serv
ice
le
ga
l o
ffic
e)?
Is t
he
he
lpli
ne
pa
rt o
f a
sta
tew
ide
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt o
f
a l
oca
l (n
ot
sta
tew
ide
)
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a s
tate
wid
e
Tit
le I
II p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a l
oca
l T
itle
III
B
pro
gra
m?
Fu
nd
ing
Pa
rad
igm
(lis
t a
ny
thin
g t
ha
t
con
trib
ute
s m
ore
tha
n 1
0%
of
bu
dg
et)
Wh
ere
wil
l fu
nd
ing
com
e f
rom
wh
en
Tit
le I
V e
nd
s?
Wh
o a
nsw
ers
the
ph
on
e?
Do
ca
lle
rs...
Wh
o h
an
dle
s
the
ca
lls?
Ho
w m
an
y p
aid
FT
E L
aw
ye
rs?
Ho
w m
an
y p
aid
pa
rale
ga
ls?
Ho
w m
an
y
vo
lun
tee
rs?
Ho
w e
xte
nd
ed
are
th
e
serv
ice
s? L
ist
an
yth
ing
tha
t m
ak
es
up
mo
re t
ha
n
5%
of
serv
ice
s
Ap
pro
xim
ate
nu
mb
er
of
case
s o
pe
ne
d b
y
he
lpli
ne
pe
r y
ea
r?
Ap
pro
xim
ate
nu
mb
er
of
case
s cl
ose
d b
y
he
lpli
ne
pe
r y
ea
r?
Ma
in r
efe
rra
l
av
en
ue
s?
Ad
dit
ion
al
pro
ject
s
ho
use
d w
ith
he
lpli
ne
New
Mexico Yes No No No Yes
AoA Title IIIB,
Aging, 15.Long-Term Services Dept, 16. Civil Legal Services Commission, 17. State Bar of New Mexico
Intake
Screeners
Get a
call back
appointment Lawyers 3 2.85
Advice, Limited
Action 6323 5965
Other legal aid or Title
IIIB providers, Low fee panel, Pro bono
program or
panel, Bar
Foundation
Referral Program
North
Carolina No Yes No Yes
AoA Title IIIB,
AoA Title IV, LSC
Not sure
about funding when
MA grant
ends as we
have just started our hotline.
Intake
Screeners
Wait on a
que, Get a
call back
appointment Lawyers 1.5 1.5
Advice, Limited
Action
In-house program, Other legal aid or Title
IIIB providers
NorthDakota No Yes Yes
AoA Title IIIB,
State budget or filing fees
IIIB will be
prime
source 18.
Advice, Limited
Action 1961 1737In-house
program
Ohio No No No No Yes
AoA Title IIIB,
AoA Title IV, IOLTA
Intake
Screeners
Leave a
message
for call back Lawyers 2.3
Advice, Limited
Action 6440 6219
In-house
program, Other legal aid or Title
IIIB providers, Low fee panel
LTC
ombudsman, Pension
rights, Senior
Medicare
Patrol
Pennsyl-vania No No No Yes IOLTA Lawyers 1.6 Advice 1665 1627
In-house
program, Other legalaid or Title
IIIB providers
Homeowners Assistance
Program
(“HAP”); 19.Puerto
Rico No Yes No Yes LSC AdviceIn-house
program
14
Sta
te
Is t
he
he
lpli
ne
a s
tan
da
lon
e
pro
gra
m (
no
t p
art
of
a f
ull
serv
ice
le
ga
l o
ffic
e)?
Is t
he
he
lpli
ne
pa
rt o
f a
sta
tew
ide
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt o
f
a l
oca
l (n
ot
sta
tew
ide
)
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a s
tate
wid
e
Tit
le I
II p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a l
oca
l T
itle
III
B
pro
gra
m?
Fu
nd
ing
Pa
rad
igm
(lis
t a
ny
thin
g t
ha
t
con
trib
ute
s m
ore
tha
n 1
0%
of
bu
dg
et)
Wh
ere
wil
l fu
nd
ing
com
e f
rom
wh
en
Tit
le I
V e
nd
s?
Wh
o a
nsw
ers
the
ph
on
e?
Do
ca
lle
rs...
Wh
o h
an
dle
s
the
ca
lls?
Ho
w m
an
y p
aid
FT
E L
aw
ye
rs?
Ho
w m
an
y p
aid
pa
rale
ga
ls?
Ho
w m
an
y
vo
lun
tee
rs?
Ho
w e
xte
nd
ed
are
th
e
serv
ice
s? L
ist
an
yth
ing
tha
t m
ak
es
up
mo
re t
ha
n
5%
of
serv
ice
s
Ap
pro
xim
ate
nu
mb
er
of
case
s o
pe
ne
d b
y
he
lpli
ne
pe
r y
ea
r?
Ap
pro
xim
ate
nu
mb
er
of
case
s cl
ose
d b
y
he
lpli
ne
pe
r y
ea
r?
Ma
in r
efe
rra
l
av
en
ue
s?
Ad
dit
ion
al
pro
ject
s
ho
use
d w
ith
he
lpli
ne
Rhode
Island No Yes YesAoA Title IV, IOLTA
Leave a
message
for call back Lawyers 1 1 Advice
8 calls/day
so far-opened
Spring
2010In-house
program
(South
Carolina) 20. No Yes No Yes LSCIntake
ScreenersWait on a
que
No advice
is given
on the
phone. 21. AdviceIn-house
program
South Dakota22. Yes No No No No
Texas Yes No No Yes No
AoA Title IIIB,
AoA Title IV, State budgetor filing fees, AoA Title IIIB
through a
contract with
DADS, VOCAIntake
Screeners
Get a
call back
appointment
23.
Lawyers, Law
Students duringsummer
months. 4
3+
during
summer
Advice, Limited
Action 24. 5255 4335
Other legal aid or Title
IIIB providers, Low fee panel
Pension
rights 25.
Utah No Yes No No Yes
AoA Title IV, LSC, IOLTA, Department
of JusticeIntake
Screeners
Wait on a
que, Get a
call back
appointment
26.Lawyers, Paralegals Advice
just opened
March
1, 2010
Just opened
March
1, 2010
In-house
program, Area
Agencies on Aging.
Utah Legal Services
Vermont 27. No No YesAoA Title IIIB,
AoA Title IV
Intake
screener, transferred
to live
attorney orcalled back.
In-house
program
Washington No Yes No YesAoA Title IIIB,
LSC Advice
In-house
program, Other legal aid or Title
IIIB providers 15
Sta
te
Is t
he
he
lpli
ne
a s
tan
da
lon
e
pro
gra
m (
no
t p
art
of
a f
ull
serv
ice
le
ga
l o
ffic
e)?
Is t
he
he
lpli
ne
pa
rt o
f a
sta
tew
ide
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt o
f
a l
oca
l (n
ot
sta
tew
ide
)
LS
C p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a s
tate
wid
e
Tit
le I
II p
rog
ram
?
Is t
he
he
lpli
ne
pa
rt
of
a l
oca
l T
itle
III
B
pro
gra
m?
Fu
nd
ing
Pa
rad
igm
(lis
t a
ny
thin
g t
ha
t
con
trib
ute
s m
ore
tha
n 1
0%
of
bu
dg
et)
Wh
ere
wil
l fu
nd
ing
com
e f
rom
wh
en
Tit
le I
V e
nd
s?
Wh
o a
nsw
ers
the
ph
on
e?
Do
ca
lle
rs...
Wh
o h
an
dle
s
the
ca
lls?
Ho
w m
an
y p
aid
FT
E L
aw
ye
rs?
Ho
w m
an
y p
aid
pa
rale
ga
ls?
Ho
w m
an
y
vo
lun
tee
rs?
Ho
w e
xte
nd
ed
are
th
e
serv
ice
s? L
ist
an
yth
ing
tha
t m
ak
es
up
mo
re t
ha
n
5%
of
serv
ice
s
Ap
pro
xim
ate
nu
mb
er
of
case
s o
pe
ne
d b
y
he
lpli
ne
pe
r y
ea
r?
Ap
pro
xim
ate
nu
mb
er
of
case
s cl
ose
d b
y
he
lpli
ne
pe
r y
ea
r?
Ma
in r
efe
rra
l
av
en
ue
s?
Ad
dit
ion
al
pro
ject
s
ho
use
d w
ith
he
lpli
ne
West Virginia Yes No No Yes
AoA Title IIIB,
AoA Title IVIntake
Screeners Lawyers Advice 725 624
Other legal aid or Title
IIIB providers
16
1. Closed.
2. California Senior Legal Hotline has suspended statewide service for most subjects due to loss of core state and federal funding. Exceptions are special projects for pensions, foreclosure counseling, reverse
mortgages and food stamp assistance. Sacramento County clients continue to be served under LSNC's III-B contract.
3. The hotline has an automated call back system that invites clients to register in a queue instead of waiting on hold, and then receive a call when their turn comes and an advocate is ready. Others choose to
be forwarded straight to a receptionist, who records eligibility information and sets a specific callback appointment for sometime in the following two work days.
4. Consumer issues only.
5. If the screener answers, she does an intake and assigns an advocate. The advocate is sent an email and has three business days to make a call back. If the callers gets voice mail, the intake screener makes
a call back, does an intake as above.
6. probably in the same manner as Iowa’s. We are seeking alternative funding to carry it on as is also the main point of intake for older adults in our statewide system and has greatly increased our services to
seniors. Unfortunately in these hard times alternative funding is getting hard to come by, but we will do all in our power to continue this valuable service.
7. If the hotline attorney is available, the client will talk to the attorney then. If the hotline attorney is on another call, she calls the client back but not by appointment. Starting Ev. 2010, the staff will start setting
appointments for call backs.
8. After May, our Legal Hotline for Older Iowans will still be here, but at a reduced level. We are also expecting funding reductions from IOLTA and the state. Our Hotline has become the main point of intake for
older adults to our statewide legal aid program, and it is also supported by Title III-B funds from most of our AAAs, so the Hotline will probably continue to exist indefinitely. (Scott Jan 28th 2010). We will try to
increase our Title III-B and IOLTA grants. If that is not possible, we will either downsize or limit many services to low-income seniors.
9. After the initial intake, if an attorney is not available to talk with the client, we call the client back, without a specific appointment.
10. The Louisiana Bar Foundation is a partner of LCJC and has agreed to fund as the intake increases. This year, the ATJ committee of the LSBA provided some funding. The LCJC Board President is
contacting state representatives for consideration as a line item budget item.
11. The Intake specialists are hired 3L law students who are trained to complete the intakes. The LCJC coordinator on site is an attorney with a masters in law. Call backs with legal advice are returned by a
licensed Louisiana attorney
12. The project initiatives are all structured with that in mind. They include adding a Pro Bono POA panel, setting up a structure that will enable us to use law school students to do low complexity consumer
debt work, and setting up a social work field placement at LSE. All three of these would become part of our ongoing Helpline operations at the end of the three year grant period.
17
13. Mainly advice only, and document prepartation (wills, POA, trusts). Some extended services like court representation and mediation, probably less than 10%.
14. Closed.
15. The Title IIIB funds are funneled through them instead of the AAAs [long story as to why that is]
16. created by state statute to distribute the filing fees money and money from annual legislative appropriation
17. which is a different organizational entity than the Bar Foundation
18. but will also use some State Filing Fee surcharge which was increased for legal services at the last legislative session.
19. PROJECT S.A.F.E. (“Stop Abuse and Financial Exploitation”)Kin C.A.N. (“Kinship Caregiver Assistance Network”)Reaching Underserved Older Women Victims,The Pension Rights Project,The Fostering :
Kinship Care Legal Project,The Hospice And Home Care Legal Project,Legal Services For Asian Elders,Hispanic Seniors Legal Project,Community Legal Clinics
20. Closed
21. Screeners discuss problem with client and Thomas send advice letter to all LSC eligibles. Non eligible seniors may get referral to Title IIIB program.
22. Run as law school clinic and staffed by law professor/students.
23. All calls possible are answered live. Overflow and after hours callers are able to leave a message for callback.
24. Some extended services to elderly victims of crime.
25. Crime Victims Legal Services, Victims Initiative for Counseling Advocacy and Restoration of the Southwest (services for victims of identity theft), Facility Victim Project (provides extended services to victims
of abuse and neglect in residential care settings), Self Represented Litigants Project (help and advice regarding forms and issues encountered by low income pro se litigants)
26. Callers wait on queue for a screener who takes eligibility and case info and then transfers the call to an advocate – lawyer or paralegal. May take live or do a call back. TantaLisa and new paralegal Lisa
Stone will handle senior calls.
27. Consumer issues only
18
Compiled Feb. 2011
AK
HI
HI
DC
PR
Statewide Senior Legal Hotlines Funding History
States with senior legal hotlines that have received Title IV Model Approaches funds.
Other states with senior legal hotlines; all have received Title IV legal hotline or legal assistance grants awarded directly to legal providers in the past.
States with Model Approaches awards where the senior legal hotline is in the planning stages.
States with Model Approaches awards that didn’t include creation of a senior legal hotline.
States where the legal hotline restricted calls to low income seniors after Title IV/MA funding ended.
States where the senior legal hotline closed when the Title IV funding cycle ended.
States where the senior legal hotlines closed for other reasons.
19