Service Beyond Geography: Using Technology to Serve People Remotely-Idealware

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There’s a movement across many different human services field toward providing services via web conferencing, texting, video, interactive websites and even Skype. How can organizations make the most of these technologies to provide services to geographically distributed constituents? We'll host a discussion of best practices and case studies, including an overview of Montana Legal Services' extensive online legal aid resources, Idealware's recent research in this area, and a number of other innovative but practical examples from health services, family support nonprofits, and more.

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  • overview
  • 2012-Hotline handled 3,4842 texts with 1,985 young people Average text sessions last 50 min but with delays=20-30minsOf 469 texts last year, identified as suicidal, 50 required emergency intervention
  • 2012-Hotline handled 3,4842 texts with 1,985 young people Average text sessions last 50 min but with delays=20-30minsOf 469 texts last year, identified as suicidal, 50 required emergency intervention
  • Car Icon- sends a “come get me” messageTelephone Icon-issues request that someone call to give her an excuse to leave a situation that doesn’t feel rightEmergency Icon-connects user to emergency services
  • Barriers: lots of competition among video games for kids’ attention. Why will students want to play your game?Keys: far more success marketing the educational game to educators, to incorporate into lesson plans. Teachers and homework assignments encourage kids to play.
  • Money management – need to earn “money”, “fame”, “reputation” to advance through your career, afford clothes, houses, etc.
  • Service Beyond Geography: Using Technology to Serve People Remotely-Idealware

    1. 1. Service BeyondGeography: UsingTechnology to ServePeople Remotely#13NTCserveLaura Quinn, Idealware
    2. 2. Evaluate This Session!Each entry is a chance to win an NTEN engraved iPad!or Online using #13NTCserve at www.nten.org/ntc/eval
    3. 3. Service Beyond Geography: UsingTechnology to Serve People Remotely April 2014
    4. 4. Introductions…
    5. 5. We Often Cover Large Geographic AreasMany organizations have largeservice areas, and only a fewactual offices.
    6. 6. What Works to Provide Long-Distance Services?
    7. 7. We Did Some Substantial Research to Find Out In partnership with the Legal Services National Technology Assistance Project, we worked with both legal aid orgs and others to find answers.
    8. 8. Research Methodology We spoke to twelve organizations: • Four consultants or experts • Three legal aid organizations • Five organizations in the human services sector We gathered case studies, advice, and lessons learned.
    9. 9. We Found Three Core Possibilities Taking Services On the Road Helping People From Afar Providing Compelling On-Demand Resources
    10. 10. Taking Services On the Road
    11. 11. Technology Offers Interesting Options
    12. 12. MLSA Kiosks for Free Legal HelpMontana LegalServices Associationprovides kiosks incourtrooms withaccess to free onlinelegal help and formsfor those who chooseto self-represent
    13. 13. Kiosks for Free Legal Help• Kiosks located in three points in Montana• In addition to online resources, litigants can also use the computer to link to a “live chat” with a staff member of Montana Legal Services Association
    14. 14. Kiosks for Free Legal Help Entry page
    15. 15. Barriers and Key Success Factors Barriers: • Courthouses are not open all the time • Building relationships with partners like libraries and town offices Keys to Success: • Inexpensive to roll-out more • They don’t require a lot of upkeep
    16. 16. Maine Sea Coast MissionFounded in 1905 toprovide religiousservices to remoteMaine islands.In 2002, startedproviding IslandHealth Services viaa boat-based clinic.
    17. 17. Maine Sea Coast Mission Telemed Unit
    18. 18. Maine Sea Coast Mission Telemed UnitGoogle Calendarshows boat schedule
    19. 19. Barriers and Key Success Factors Barriers: • Availability of health providers • Reluctance of population to seek health care • Intrusiveness of technology Keys to Success: • Choosing providers with ties to the area • Publicizing schedule • Repeat exposure to technological assistance • Integration into the community
    20. 20. NYLAG’s Mobile Legal Help Center• 41-foot custom vehicle donated by the David Berg Foundation• Video link with NYC court system for emergency hearings• 4 separate private consultation areas for clients to meet with attorneys and law student volunteers• Travels to the 5 boroughs and Long Island
    21. 21. NYLAG’s Mobile Legal Help Center• A designated attorney and driver travels on the bus• Other staff and volunteers rotate
    22. 22. Barriers and Key Success Factors Barriers: • Physically navigating vehicle around the city • Finding areas of need and setting up appointments • Unreliable data signals Keys to Success: • Traveling familiar routes • Connecting with representatives and community centers to schedule visits • Internet technologies are improving
    23. 23. Providing Live Help At a Distance
    24. 24. Many of the Core Technologies Aren’t New
    25. 25. Video Conferencing Is Becoming Easier But is it available to your community?
    26. 26. Our Kids: Video ConferencingPrivate foster care andadoption agency partneredwith ATT&T to providebroadband internet to fostercare families – and uses it forinformal check-ins withchildren.Video conferencing does notfill official visitationrequirements, but they use itto check-in in between visits.
    27. 27. TXT4LIFE: A Text for Help • Teens can text or call to talk to someone for help if considering suicide • They get 20x as many text sessions (3,842 in 2012) as phone calls. • Emergency workers can locate teens by GPS in crises.*Attribution: Nicole Wallace http://philanthropy.com/article/Depressed-Teens-Can-Get-Text/137783/
    28. 28. TXT4LIFE: A Call or Text for Help “We think the reason they • Counselors ask direct questions don’t call the crisis line is early in the that it’s a little too intimate conversation to determine the for them to hear severity somebody’s voice on the • They generally sit in a group and other end.” consult as they -Mark Kuppe, CEO Canvas Health text.*Attribution: Nicole Wallace http://philanthropy.com/article/Depressed-Teens-Can-Get-Text/137783/
    29. 29. Live Chat Can Also Be an Interesting Option
    30. 30. Providing Compelling On-Demand Online Resources
    31. 31. Can You Let People Serve Themselves? If you can’t be there with them, can you let your clients get the information they need themselves?
    32. 32. Illinois Legal Aid Videos
    33. 33. Idealware eLearning • On-demand trainings that bring together powerpoint, screencasts, audio, video, and interactive elements, likes polls and quizzes. • Requires, at a minimum, multimedia software (like Camtasia or Adobe Premier). Interactive elements require eLearning software, like Articulate or Adobe Captivate.
    34. 34. We Own the Dream / Únete al SueñoJoint Venture of ImmigrationAdvocates Network (IAN) and ProBono Net to provide a screeningtool and information for theDeferred Action for ChildhoodArrivals (DACA)
    35. 35. We Own the Dream / Únete al Sueño Eligibility Screening Tool• Walks through a DACA screening interview• Provides a printable pdf• Soon will link to e-file• More than 13,000 individuals have already accessed the tool.• Tool is currently in English only
    36. 36. We Own the Dream / Únete al Sueño Mobile Text Alerts
    37. 37. Barriers and Key Success Factors Barriers: • Tenuous situation of the DACA law • The A2J technology they use is limited on Apple phones; better on Android Keys to Success: • Strong publicity campaign and pre-existing lists • Leveraging mobile platform to outreach to younger generation
    38. 38. Circle of Six: An App That Protects Women • App allows women to select six of their most trusted, reliable friends from their contact list • Sends a preprogrammed text to those friends that includes a map of their location • Designed for college-age women with smartphones *Attribution: Nicole Wallace http://philanthropy.com/article/App-Seeks-to-Protect-Women/13778
    39. 39. CitizenshipWorks.org Mobile App• The app provides information, calculators, and checklists about the naturalization process.• Q&A to test user’s familiarity with civics questions• Not just flashcards; incorporating audio for the reading and writing sections• Closer approximation to actual test• English and Spanish versions
    40. 40. iCivics (http://www.icivics.org/)• Founded in 2009 by Supreme Court Justice Sandra Day O’Connor “to educate young people about civic rights and responsibilities and understand how the government works.”• 7 million game plays and over an estimated 1 million kids reached.
    41. 41. iCivics • Originally planned to reach young people directly by releasing the game for free online. • But kids were not finding and playing the game. • Now, iCivics targets its games to teachers, in order to reach kids through school. • Each cost an estimated low six-figures
    42. 42. Barriers and Key Success Factors Barriers: • Creating a game that kids will want to play. • Does the gameplay make sense for your message? Keys to Success: • Striking the balance between mission and fun. • Delivery – seeing far greater success distributing the game through schools than targeting the kids directly.
    43. 43. Mindblown Life• Combating financial illiteracy by creating an iPhone game that teaches personal finance.• Geared around a “Sims” like experience that kids will really want to play, with content that matches the game play• Budget in the low six figures.
    44. 44. What Have We Learned?
    45. 45. Some Key Themes Emerged Through all of our interviews, some recurring themes became apparent
    46. 46. Remote Options Aren’t CheapIt generally costs more tosupport people outside theoffice… at least in terms ofstart-up costs.But remote options cansometimes scale betterthan office visits.
    47. 47. Outreach is a Key Step It’s not enough to just show up in a new community with services. You need to figure out how you’ll spread the word and build trust. Consider partnering with those who already have the relationship
    48. 48. Scheduling Is Still An IssueAny live interaction willrequire scheduling, andbring with it schedulingwoes. These can beworse when it’s hard tojust reschedule (i.e. theJustice Bus is moving on).
    49. 49. Weigh Quality vs. Reach It’s harder to ensure remote services are always top quality and exactly what’s needed. When is quality paramount? When is some help better than no help?
    50. 50. Define Your Technology Plan BIf you’re going to rely on technology, you always need a Plan B, in case things don’t work as you thought they were going to.
    51. 51. What’s Most Compelling To You?
    52. 52. Evaluate This Session!Each entry is a chance to win an NTEN engraved iPad!or Online using #13NTCserve at www.nten.org/ntc/eval

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