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Online LSNTAP / PBN 2014 Webinar
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Online LSNTAP / PBN 2014 Webinar


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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 …

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 ( as background, but not required.

Published in: Government & Nonprofit

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  • 1. 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” We will start promptly at the hour.
  • 2. A few logistics before we start… 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.
  • 3. LSNTAP is recording this training and will post it to An email with a link to this information will be sent out to the LSTech listserv once it has been posted.
  • 4. Online intake: The “whats” and the “whys” of online intake August 20, 2014
  • 5. Our panel today Bob Aubin Paralegal and Self-Employed Developer Breckie Hayes-Snow Deputy Director, Legal Advice & Referral Center Joan Kleinberg Director of CLEAR/Private Bar Development, Northwest Justice Project Ed Marks Executive Director, New Mexico Legal Aid Claudia Johnson (Moderator) LawHelp Interactive Program Manager, Pro Bono Net
  • 6. Takeaways • Two examples in the community • Technology • Data sharing/outcomes
  • 7. 7 Why intake?
  • 8. 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
  • 9. 9 Different types of “intake” • Walk in intake • Hotlines • Online intake Not intake, but grouped as intake sometimes • Triage • Expert system • Checklists/self assessment tools
  • 10. Rules, Standards, and protocols that apply to intake depending on modality Pro Bono Net, NPADO 10
  • 11. Context/factors/incentives • Keep costs down • Internet is open 24/7. Seek help/volume up • Staff/tech resources ratio varies by modality of intake 11
  • 12. Online intake Pro Bono Net, NPADO 12
  • 13. Wired Broad Band, DSL, Fiber, Cable
  • 14. Wireless, hotspots, satellite
  • 15. 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
  • 16. 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
  • 17. LSC Program Letter Pro Bono Net, NPADO 17
  • 18. Pros of online intake Pro Bono Net, NPADO 18
  • 19. 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
  • 20. Some examples of online intake • Ohio (English Spanish—model for many others) • Utah, nice handling of Kennedy amendment and verification process • 20
  • 21. 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
  • 22. Northwest Justice Project Online Intake Washington State Joan Kleinberg
  • 23. The process of development • Articulate your goals • The logic model • The user interface
  • 24. NJP’s Goals Online Intake and Triage •Alternative mode of access • Triage potential callers • Provide resources
  • 25. 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
  • 26. You’ve got to have a system. Excel is your friend.
  • 27. 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?
  • 28. User Interface • Break it down to simple questions • Use plain language • Test questions and answers for ambiguity • Anticipate user questions
  • 29. Online Applications
  • 30. Demographics Online intake applicants are: 50% whiter Much, much younger Significantly more female About the same income distribution
  • 31. Lessons Learned
  • 32. To see NJP online tool: Please use: “name Test Test” if you want to test it
  • 33. Legal Advice and Referral Center Online Intake New Hampshire Breckie Hayes-Snow
  • 34. Necessity – the mother of Implementation
  • 35. 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
  • 36. 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)
  • 37. A Developer’s Perspective on creating online intake systems Bob Aubin
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  • 39. 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 45
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  • 44. 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 50
  • 45. 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 51
  • 46. Kemp’s Case Works A2J Interview Direct Import 52
  • 47. 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 53
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  • 53. Things You Have to Provide 59
  • 54. 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? 60
  • 55. What Do You Need and Want? • Track kick-outs? • Compile survey information? • E-mail? • Redirection? • Answer file and XML file naming 61
  • 56. Where’s the CMS? • Colocation with web server is best • If not collocated, how will XML get to CMS? 62
  • 57. 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 63
  • 59. New Mexico Data Sharing Project Ed Marks New Mexico Legal Aid
  • 60. New Mexico Data Sharing Project
  • 61. New Mexico Data Sharing Project .
  • 62. New Mexico Data Sharing Project
  • 63. New Mexico Data Sharing Project
  • 64. New Mexico Data Sharing Project
  • 65. Discussion/Questions?
  • 66. THANK YOU FOR ATTENDING TODAY! Be sure to check out for information regarding the next LSTNAP Community Training!
  • 67. Contact Information Brian Rowe ( or via chat on Don’t forget to take our feedback survey!