The Florida Model Approaches The Florida Model Approaches ProjectProject

The Florida Model Approaches The Florida Model Approaches ProjectProject

A Partnership betweenA Partnership between

the Florida Department of Elder Affairsthe Florida Department of Elder Affairs

Bay Area Legal Services, Inc.Bay Area Legal Services, Inc.

The Florida Bar FoundationThe Florida Bar Foundation

Florida Area Agencies on Aging andFlorida Area Agencies on Aging and

Florida’s IIIB-funded Legal Aid/Legal Florida’s IIIB-funded Legal Aid/Legal Services ProvidersServices Providers

ProjectProject ObjectivesObjectivesObjective 1: Enhanced access to legal services through the Senior Legal Enhanced access to legal services through the Senior Legal

Helpline and Aging Resource CentersHelpline and Aging Resource CentersObjective 2: Improvement of quality of referrals to needed servicesImprovement of quality of referrals to needed servicesObjective 3: Coordination with the aging networkCoordination with the aging networkObjective 4: Coordination with the Coordination with the pro bonopro bono network networkObjective 5: Coordination with self-help legal resourcesCoordination with self-help legal resourcesObjective 6: Development of statewide standards to ensure consistent Development of statewide standards to ensure consistent

levels of quality among and between legal providerslevels of quality among and between legal providersObjective 7: Establish a meaningful statewide reporting systemEstablish a meaningful statewide reporting systemObjective 8: Targeting services to those most in needTargeting services to those most in need

Overview of the Centralized Telephone Overview of the Centralized Telephone Intake UnitIntake Unit at Bay Area Legal at Bay Area Legal

Services, Inc.Services, Inc.

Types of hotlines by funding source and service Types of hotlines by funding source and service area:area:

The Legal Aid Line is an LSC/Title III helpline serving a The Legal Aid Line is an LSC/Title III helpline serving a 5-county region;5-county region;

The Florida Senior Legal Helpline is a statewide helpline The Florida Senior Legal Helpline is a statewide helpline funded by the Florida Dept. of Elder Affairs through a funded by the Florida Dept. of Elder Affairs through a Model Approaches grant, and with IOTA funding.Model Approaches grant, and with IOTA funding.

Referrals for extended services for each helpline Referrals for extended services for each helpline are made after consulting the appropriate are made after consulting the appropriate Referral Matrix for that program.Referral Matrix for that program.

Matrix developed with input from relevant Matrix developed with input from relevant partners – either non-LSC or bar-funded regional partners – either non-LSC or bar-funded regional partners (Legal Aid Line), or IIIB-funded agencies partners (Legal Aid Line), or IIIB-funded agencies throughout the state (Florida Senior Legal throughout the state (Florida Senior Legal Helpline)Helpline)

Applying for ServicesApplying for Services

Eligibility and Scheduling Eligibility and Scheduling Applicants dial separate toll-free numbers to be screened Applicants dial separate toll-free numbers to be screened

for eligibility and scheduled through the CTI Screening Unitfor eligibility and scheduled through the CTI Screening Unit Screeners identify problem code, check for potential Screeners identify problem code, check for potential

conflicts, note deadlines and enter descriptive details as conflicts, note deadlines and enter descriptive details as appropriateappropriate

LSC-eligibility is reviewed and noted for applicants to both LSC-eligibility is reviewed and noted for applicants to both HelplinesHelplines

Applicants are scheduled call-back appointments within 2-7 Applicants are scheduled call-back appointments within 2-7 days of screening days of screening

Verifying/Completing the ApplicationVerifying/Completing the Application Advocates call applicants at appointed times Advocates call applicants at appointed times Advocates obtain limited confidentiality waiver required by Advocates obtain limited confidentiality waiver required by

LSC and inform applicants of their appeal rightsLSC and inform applicants of their appeal rights Advocates verify income/asset information and check for Advocates verify income/asset information and check for

additional opposing parties additional opposing parties

Intake and ReferralIntake and Referral Conducting IntakeConducting Intake

Applicants to the Senior Legal Helpline are provided legal advice Applicants to the Senior Legal Helpline are provided legal advice and brief services regardless of LSC financial eligibilityand brief services regardless of LSC financial eligibility

Advocates record facts/what client wants/advice given in Legal Advocates record facts/what client wants/advice given in Legal Server. Server.

Attorneys new to the Helpline and all paralegals timely submit for Attorneys new to the Helpline and all paralegals timely submit for supervisor review supervisor review prior toprior to closure. closure.

Advocates create new/separate applications when clients report Advocates create new/separate applications when clients report new/separate legal issues during intake.new/separate legal issues during intake.

Case DispositionCase Disposition Advocates inform client of case action after supervisor review. Advocates inform client of case action after supervisor review. CTI files with documented advice and brief services may only be CTI files with documented advice and brief services may only be

closed to “A” or “B” (“brief services” now called “limited action”) closed to “A” or “B” (“brief services” now called “limited action”) ““Limited action cases” are those where advice has been given AND Limited action cases” are those where advice has been given AND

the advocate has done something more.the advocate has done something more. Files for over-income clients <60 must be disposed of by an “x code” Files for over-income clients <60 must be disposed of by an “x code”

if the client is a no-show for the office appointment and cannot be if the client is a no-show for the office appointment and cannot be assigned to a different grant.assigned to a different grant.

Project manager and experienced attorneys determine whether Project manager and experienced attorneys determine whether regional or statewide referrals are available after consulting the regional or statewide referrals are available after consulting the appropriate Referral Matrix.appropriate Referral Matrix.

Cases transferred to a partner agency to be considered for extended Cases transferred to a partner agency to be considered for extended representation are closed to our program with advice or limited representation are closed to our program with advice or limited action.action.

Statewide Legal Partnership Statewide Legal Partnership Project:Project:

Maximizing Resources Maximizing Resources

To Increase Legal Assistance for To Increase Legal Assistance for

Underserved Seniors Underserved Seniors

State of FloridaState of Florida

67 Counties 4,157,824 residents age 60

and older 11 Planning & Service Areas,

each with its own Area Agency on

Aging16 Legal Partners

Referral Process:Referral Process:

All clients receive legal advice over the telephone from All clients receive legal advice over the telephone from an experienced elder law advocate (attorney or an experienced elder law advocate (attorney or paralegal). paralegal).

If a client needs further legal assistance - including If a client needs further legal assistance - including extended representation - the case is forwarded to the extended representation - the case is forwarded to the team’s managing attorney to be evaluated according to team’s managing attorney to be evaluated according to the Senior Legal Helpline Referral Matrix.the Senior Legal Helpline Referral Matrix.

Each Title IIIB legal services provider sets the referral Each Title IIIB legal services provider sets the referral criteria for their agency. Criteria vary depending upon criteria for their agency. Criteria vary depending upon the resources in that region. Those referral priorities the resources in that region. Those referral priorities are then added to the Matrix. are then added to the Matrix.

Approved referrals are faxed to a designated contact Approved referrals are faxed to a designated contact person in the Title IIIB-funded or other appropriate person in the Title IIIB-funded or other appropriate program in the client’s county of residence. The SLH program in the client’s county of residence. The SLH case is then closed. case is then closed.

Matrix ExamplesMatrix Examples ““Meritorious cases for ______ and _____ Co. residents should be Meritorious cases for ______ and _____ Co. residents should be

faxed to the director of _______, regardless of client income and faxed to the director of _______, regardless of client income and assets. Non-priority divorce cases may also be referred for the assets. Non-priority divorce cases may also be referred for the program’s biweekly divorce clinic. If case is an emergency, call program’s biweekly divorce clinic. If case is an emergency, call the director first, then fax. In his absence referrals should be the director first, then fax. In his absence referrals should be faxed to the managing attorney.”faxed to the managing attorney.”

““As a general rule, clients referred to any ______ office should be As a general rule, clients referred to any ______ office should be at or near LSC guidelines. Do not refer consumer cases unless at or near LSC guidelines. Do not refer consumer cases unless they involved impact litigation. Referrals should be faxed to the they involved impact litigation. Referrals should be faxed to the attention of _______. Clients should be told they can expect to attention of _______. Clients should be told they can expect to hear from a _______ representative w/in 10 days. Emergency hear from a _______ representative w/in 10 days. Emergency referrals should first be made by telephone to ______. A fax should referrals should first be made by telephone to ______. A fax should then be sent on the same day with a notation as to the deadline then be sent on the same day with a notation as to the deadline and that an immediate response is necessary.”and that an immediate response is necessary.”

““______ will be referring non-priority callers to their offices to the ______ will be referring non-priority callers to their offices to the Helpline………. However, lower-income callers with legal problems Helpline………. However, lower-income callers with legal problems in the areas of health, housing, consumer, public benefits, in the areas of health, housing, consumer, public benefits, naturalization and divorces/injunctions (DV victims only) may be naturalization and divorces/injunctions (DV victims only) may be referred back to _______. No services are available for advance referred back to _______. No services are available for advance directives.”directives.”

Building Partnerships:Building Partnerships:2006 to the present 2006 to the present

Contacted legal services/legal aid programs throughout Contacted legal services/legal aid programs throughout Florida to develop the initial Statewide Referral Matrix for Florida to develop the initial Statewide Referral Matrix for legal provider partners by January 2006. The Matrix sets out legal provider partners by January 2006. The Matrix sets out priority guidelines for referring Senior clients to IIIB-funded priority guidelines for referring Senior clients to IIIB-funded programs - as well as those with no IIIB funding - in each of programs - as well as those with no IIIB funding - in each of Florida’s 11 Planning & Service Areas.Florida’s 11 Planning & Service Areas.

Awarded a grant from the National Legal Training Project at Awarded a grant from the National Legal Training Project at AARP and partnered with them to provide a free 2-day AARP and partnered with them to provide a free 2-day substantive legal training at Stetson Law College in February substantive legal training at Stetson Law College in February 2006. Elder law advocates statewide were invited to attend. 2006. Elder law advocates statewide were invited to attend. Topics included predatory mortgage and consumer lending, Topics included predatory mortgage and consumer lending, and working effectively with elderly clients.and working effectively with elderly clients.

Engaged in targeted promotional efforts during 2006 - 2008 Engaged in targeted promotional efforts during 2006 - 2008

to reach underserved Seniors throughout the state. Activities to reach underserved Seniors throughout the state. Activities included mailing SLH brochures and posters to the directors included mailing SLH brochures and posters to the directors of each Area Agency on Aging; writing legal education pieces of each Area Agency on Aging; writing legal education pieces for DOEA’s for DOEA’s Elder UpdateElder Update publication; and providing publication; and providing presentations at provider meetings in 7 of the 11 Planning presentations at provider meetings in 7 of the 11 Planning and Service Areas.and Service Areas.

Received a DOEA minigrant in May of 2007 to hire law Received a DOEA minigrant in May of 2007 to hire law school summer interns to update the 2002 AARP school summer interns to update the 2002 AARP Frequently Asked Questions (FAQs). The interns’ research Frequently Asked Questions (FAQs). The interns’ research was compiled to create informational mailouts on a variety was compiled to create informational mailouts on a variety of consumer issues addressed in the FAQs and identified of consumer issues addressed in the FAQs and identified through the Helpline, and a “Consumer Tips” brochure through the Helpline, and a “Consumer Tips” brochure mailed in bulk to AAA and IIIB partners. mailed in bulk to AAA and IIIB partners.

Integrated the SLH informational mailouts and other Integrated the SLH informational mailouts and other substantive and procedural materials into a CTI computer substantive and procedural materials into a CTI computer desktop manual available to advocates conducting Helpline desktop manual available to advocates conducting Helpline intake. Relevant topic mailouts can then be accessed by intake. Relevant topic mailouts can then be accessed by any advocate and included with the closing letter they send any advocate and included with the closing letter they send to their clients. to their clients.

Identified several legal issues common throughout the Identified several legal issues common throughout the state, including the Medicare retroactive disenrollment state, including the Medicare retroactive disenrollment maze; the lack of response from law enforcement to the maze; the lack of response from law enforcement to the financial exploitation of Seniors from contractors as well as financial exploitation of Seniors from contractors as well as from acquaintances; and creditors suing to collect on stale from acquaintances; and creditors suing to collect on stale debts. debts.

Helpline staff participated in reviewing questions for the Helpline staff participated in reviewing questions for the Florida Legal Needs Survey; proof-read sections of the Florida Legal Needs Survey; proof-read sections of the Older Older Floridians Handbook;Floridians Handbook; and completed a 1-year cycle of and completed a 1-year cycle of gathering client satisfaction data for the Legal Helpline. The gathering client satisfaction data for the Legal Helpline. The majority of survey responses indicated a high level of majority of survey responses indicated a high level of satisfaction with Helpline services. satisfaction with Helpline services. The number one reasonThe number one reason for dissatisfaction has been the lack of additional resources for dissatisfaction has been the lack of additional resources available to the Seniors after they have received legal advice available to the Seniors after they have received legal advice and brief services.and brief services.

Helpline staff participated in DOEA’s Helpline staff participated in DOEA’s Communities for a Communities for a LifetimeLifetime forums in 2008 and a televised Town Hall Meeting forums in 2008 and a televised Town Hall Meeting last May on caregiving for the elderly. Partners included the last May on caregiving for the elderly. Partners included the Secretary for DOEA; various AAA directors; and social Secretary for DOEA; various AAA directors; and social services providers for Seniors.services providers for Seniors.

To better identify the disparity in legal resources, Helpline To better identify the disparity in legal resources, Helpline staff have developed outcome referral forms to track services staff have developed outcome referral forms to track services provided to Seniors referred to III-B partners. Helpline staff provided to Seniors referred to III-B partners. Helpline staff are also working to incorporate additional are also working to incorporate additional pro sepro se and and pro pro bonobono resources into the Statewide Matrix. resources into the Statewide Matrix.

Cases closed increased from 1119 in 2007 to 1859 in 2008, Cases closed increased from 1119 in 2007 to 1859 in 2008, with a significant increase in LSC-eligible Seniors served: with a significant increase in LSC-eligible Seniors served: 18% to 35%.18% to 35%.

Statewide Planning MeetingsStatewide Planning MeetingsApril 2008April 2008

Identified strengths and weaknesses of Identified strengths and weaknesses of current system, along with opportunities for current system, along with opportunities for improvementimprovement

Next Steps:Next Steps: Cross-trainingCross-training

Services available through aging networkServices available through aging network What should constitute a legal referral, and what are What should constitute a legal referral, and what are

emerging legal issues impacting seniorsemerging legal issues impacting seniors Develop targeting standards to ensure most Develop targeting standards to ensure most

vulnerable are servedvulnerable are served Look at funding sources and how these dollars can Look at funding sources and how these dollars can

be leveraged to support elder law specialization in be leveraged to support elder law specialization in local legal aid programslocal legal aid programs

Strengthen referral system to determine success of Strengthen referral system to determine success of referralsreferrals

Senior Legal Helpline

0 50 100 150 200 250 300 350 400

PSA 1

PSA 2

PSA 3

PSA 4

PSA 5

PSA 6

PSA 7

PSA 8

PSA 9

PSA 10

PSA 11

Out-of-State

Cases Closed per PSA

2007

2008

Senior Legal Helpline

0 100 200 300 400 500 600 700 800 900 1000

01-09 Consumer

20-29 Employment

30-39 Family

40-49 Juvenile

50-59 Health

60-69 Housing

70-79 Income Maintenance

80-89 Individual Rights

90-99 Misc

Cases Closed per Problem Category

2007

2008

Senior Legal Helpline

0 200 400 600 800 1000 1200

Percentage of Poverty > 300%

Percentage of Poverty within 300%

LSC Eligible

Cases Closed by Poverty Level

2007

2008