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Designing for inclusion in legal aid technology

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These slides go along with a webinar we held, to watch the full presentation go over to our YouTube Channel.

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Designing for inclusion in legal aid technology

  1. 1. Welcome to LSNTAP’s Designing for Inclusion in Legal Aid Technology Webinar! August 2, 2017
  2. 2. If you joined the training via telephone, please select Telephone and enter your audio pin if you haven’t already. If you joined with a microphone and headset or speakers (VoIP), please select Mic & Speakers. We will start promptly at the hour.
  3. 3. Maximize/minimize control panel with the orange arrow. VOIP users select Mic & Speakers. Telephone users select Telephone, and then enter the audio pin. Ask a question or tell us something in the Questions box. A few logistics before we start…
  4. 4. LSNTAP is recording this training and will post it to LSNTAP.org.
  5. 5. Welcome to LSNTAP’s Designing for Inclusion in Legal Aid Technology Webinar! August 2, 2017
  6. 6. Mirenda Meghelli, LawHelp Interactive Program Coordinator at Pro Bono Net Introduction, Terminology, and Key Concepts
  7. 7. Panelists • Jack Haycock, Client Focused Technology Innovator, Pine Tree Legal Assistance, Inc. • Mirenda Meghelli, LawHelp Interactive Program Coordinator, Pro Bono Net (moderator) •Roger Rand, Technology Manager, Multnomah County Circuit Court, Portland, Oregon •Teri Ross, Interim Executive Director, Illinois Legal Aid Online
  8. 8. Roadmap • Introduction, terminology, and key concepts • Using gender neutral language in client education materials and related technology • Inclusive design and testing: Victims Legal Assistance Network (VLAN) Victim of Crime Portal • Multnomah County Circuit Court: Updates to meet the needs of a growing, diverse population • Q&A; Discussion
  9. 9. • Diversity is variety. It the statistical presence of a variety of people or things. • Kinds of diversity with respect to identity - racial, ethnic, gender, ability, educational background, opinion, geographic, class, occupational, sexual orientation, etc. Diversity
  10. 10. Diversity (cont’d) Source: Legal Services Corporation Office of Data Governance and Analysis; Grant Activities Report 2008-2015; http://public.tableau.com/views/ClientCharacteristics- StateandLocalv_2notext/ProgramDashboard-ClientCharacterstics?:embed=y&:display_count=yes
  11. 11. • Inclusion is the action or state of including or of being included within a group or structure. More than simply diversity and numerical representation, inclusion involves authentic and empowered participation and a true sense of belonging. Source: Race Equity and Inclusion Action Guide: 7 Steps to Advance and Embed Race Equity and Inclusion Within Your Organization, The Annie E. Casey Foundation (2014), http://www.aecf.org/resources/race-equity-and-inclusion-action-guide/ Inclusion
  12. 12. What do we mean by Designing for Inclusion? • Designing for Inclusion / Universal Design: design that considers the full range of human diversity with respect to ability, language, culture, gender, age and other forms of human differences
  13. 13. Cultural Competency in Legal Aid • To be culturally competent in legal aid means having the capacity to provide effective legal assistance that is grounded in an awareness of and sensitivity to the diverse cultures in the provider’s service area. Source: http://povertylaw.org/sites/default/files/files/training/blst/aba_standards_-_2.4.pdf
  14. 14. Cultural Humility v. Competence Source: http://en.wikipedia.org/wiki/Cultural_humility, citing Hook, J.N. (2013). Cultural Humility: Measuring openness to culturally diverse clients. Journal of Counseling Psychology.
  15. 15. Designing for Inclusion in Legal Aid Tech: An Example • Technology designed with multi-lingual functionality
  16. 16. Designing for Inclusion in Legal Aid Tech: An Example • Inclusive development, testing, and staffing: inclusion of diverse groups important at each stage of tech project development particularly where the final product is meant to meet the needs of diverse clients
  17. 17. BYE BYE BINARY D I TC H I N G T H E G E N D E R B I N A R Y I N YO U R C L I E N T E D J A C K H A Y C O C K , P I N E T R E E L E G A L A S S I S T A N C E J H A Y C O C K @ P T L A . O R G
  18. 18. GENDER WHAT? GENDER IDENTITY 101
  19. 19. THE GENDER BINARY DEMYSTIFIED
  20. 20. WHERE YOU FIT IN
  21. 21. SEEING THE GENDER BINARY
  22. 22. A FEW OTHER BASICS There is no set, definitive list of gender identities. You can’t see gender identity – it is how a person feels about themself, not how they look. Gender identity can be fluid – it can change over time. This doesn’t mean it isn’t invalid.
  23. 23. WHAT DOES THIS HAVE TO DO WITH CLIENT ED?
  24. 24. YOU KNOW WHAT THEY SAY ABOUT MAKING ASSUMPTIONS… ASSUMING A CLIENT EXPERIENCE Talking about parties in a divorce or parental rights case in terms of mother/father, husband/wife. Asking for gender with the options “male” and “female” on intake or survey forms. Unnecessarily gendering parties – “If your landlord does x, send him/her this letter.” CONSEQUENCES OF THESE ASSUMPTIONS  Alienates clients who don’t “fit the mold.” Goes beyond just ignoring same sex marriage, also enforces the gender binary.  Forces clients to sort themselves in a way that may dismiss their gender identity. Might not be necessary, anyway.  Doesn’t actually accomplish anything. Can be awkward or annoying to read, write, and maintain.
  25. 25. CLIENT ED IS FOR OUR CLIENTS. ALL OF OUR CLIENTS
  26. 26. KICKING THE GENDER BINARY OUT OF YOUR CLIENT ED W H E R E TO S TA R T
  27. 27. DON’ T ASSUME GENDER WITHIN FAMILIES OR RELATIONSHIPS
  28. 28. ALTERNATIVES TO GENDERED LANGUAGE GENDERED L ANGUAGE “You will need to go to mediation with your husband/wife.” “If paternity is an issue in your divorce…” GENDER NEUTRAL L ANGUAGE “You will need to go to mediation with your spouse.” “If parentage (a question about who is the parent of a child) is an issue in your divorce…”
  29. 29. DON’ T ASK ABOUT GENDER IN SURVEYS OR INTAKE IF YOU DON’ T HAVE TO IF YOU HAVE TO ASK, DITCH THE BINARY
  30. 30. ALTERNATIVES TO BINARY QUESTIONS NOT GREAT Select one: Male Female Select one: Male Female Other “Please select your gender” BETTER “How would you like us to report your gender” Use fill in the blank boxes instead of limited option bubbles only Make questions about gender optional, if you can. Ask for sex instead of gender, if that’s what you have to report on. Be flexible here, too.
  31. 31. USE “THEY” AS A SINGULAR PRONOUN
  32. 32. HOW TO USE THE SINGULAR “THEY” GENDERED L ANGUAGE • “You should talk to her about this before making any decisions…” • “You can deliver the summons to his/her home…” • “You can ask the Court Clerk about this. He should be able to help you find the right courtroom.” NON-GENDERED L ANGUAGE • “You should talk to them about this before making any decisions…” • “You can deliver the summons to their home. “ • “You can ask the Court Clerk about this. They should be able to help you find the right courtroom.”
  33. 33. BUT WHAT ABOUT THE GRAMMAR?!
  34. 34. LEGAL AID AND THE CASE OF THE MYSTERIOUS GENDER NEUTRAL UMBRELLA
  35. 35. WHERE DO WE GO FROM HERE?
  36. 36. YOU WILL MAKE MISTAKES - DON’T LET THAT STOP YOU
  37. 37. DESIGNING FOR YOUR USERS Case study: VOC.IllinoisLegalAid.org
  38. 38. The next 15 minutes • About • Design –User personas –User journeys –User testing • Develop • Market
  39. 39. About Victims Legal Assistance Network (VLAN)
  40. 40. VICTIMS OF CRIME FY12 Demonstration Pilot Project DOJ Legal Aid Society of Metropolitan Family Services Wraparound services
  41. 41. AREAS OF INTEREST Gun violence Elder abuse & neglect Human trafficking Domestic abuse & sexual assault Other crimes
  42. 42. Design User-focused process
  43. 43. ONLINE = PERSONAL? Validation Hope Control Warm hug
  44. 44. PERSONAS Representation of a user Data based Empathy | Focus | Consensus | Decisions https://www.smashingmagazine.com/2014/08/a-closer-look-at-personas-part-1/
  45. 45. JOURNEYS Walk in the shoes of your client / user / customer https://www.nngroup.com/articles/customer-journey-mapping/
  46. 46. WORKSHOPS Plan + plan more Facilitate Expect to be stumped https://medium.com/@harrybr/how-to-run-an-empathy-user-journey-mapping-workshop-813f3737067
  47. 47. TESTING Your assumptions Your visuals Your words http://uxmastery.com/learn-user-testing-in-10-minutes/
  48. 48. Develop Code
  49. 49. THE PORTAL VOC.IllinoisLegalAid.org
  50. 50. Market If you build it
  51. 51. Qs? tross@illinoislegalaid.org
  52. 52. Multnomah County Circuit Court Portland, Oregon
  53. 53. Existing Multnomah County Courthouse – Built 1914
  54. 54. Multnomah County Circuit Court Growing and Changing Community Year Multnomah County Population Percent Increase 1960 522,813 1970 556,667 6.5% 1980 562,640 1.1% 1990 583,887 3.8% 2000 660,486 13.1% 2010 735,334 11.3% 2016(est) 799,766 8.8% US Census Bureau
  55. 55. Tri County Population 2016 est 1,790,607 https://www.census.gov/quickfacts/fact/table/multnomahcountyoregon,clackamascountyor egon,washingtoncountyoregon/PST045216
  56. 56. PV Array • 170 Kilowatt (DC)
  57. 57. Court Schedules and Announcements Available on every floor
  58. 58. Building Access to Justice
  59. 59. Non-Binary Awareness Gender Neutral Symbols for Bathrooms
  60. 60. Audio/Visual Queuing
  61. 61. Family Law Facilitation Family Law Self-Help Center • Family Law Wayfinding and Queuing System • Family Law Facilitators • Family Law Self-Help Center
  62. 62. Courtrooms • Digital Court Schedules • ADA Accessible –Infrared Assisted Listening devices –Wheel Chair Accessible: Visitors, Witnesses, Jurors • Audio and Video Presentation –100 inch high definition LED display –State of the art sound system –Video Conferencing –Teleconferencing –Connections built into the Counsel Tables • Improved Security
  63. 63. Ideas and Suggestions for Improvement • Processes can change • System Development and Testing • Feedback
  64. 64. Diversity and Equity in the Workplace
  65. 65. Listening Sessions • Panel of Chief Judges • Offered in Community Centers
  66. 66. Opening a Dialogue about Diversity
  67. 67. Lunch and Learns • 60 – 90 minute informative sessions • Not Mandatory • Topics Include – History of Islam – LGBTQ – Race and the Law – Immigration and Foreign Born Residents – Disabilities – panel discussion – Native American Culture – Russian Cultural Insights
  68. 68. Mandatory Training • Security Awareness and Personal Safety • Trauma Informed Training • Implicit Bias and Race Awareness
  69. 69. Thank you Contact: Roger.S.Rand@ojd.state.or.us
  70. 70. For More Information: • Jack Haycock, JHaycock@ptla.org • Mirenda Meghelli, mmeghelli@probono.net • Roger Rand, Roger.S.RAND@ojd.state.or.us • Teri Ross, tross@illinoislegalaid.org
  71. 71. THANK YOU FOR ATTENDING TODAY! More information at www.lsntap.org
  72. 72. Contact Information Sart Rowe (brianr@nwjustice.org) or via chat on www.lsntap.org Don’t forget to take our feedback survey!

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