Online Intake—Best Practices Moderator: Claudia Johnson, Pro Bono Net
Panelists William Guyton, Legal Services Alabama Jaffe Pickett, Legal Services Alabama Dina Nikitaides  CATJ/A2J Author Cr...
Some terminology Intake  –the process a legal non profit (including a pro bono project) uses to accepting or rejecting cli...
Some Assumptions All legal non-profits do intake—because they have limited resources and their funders may require it.  In...
Standard 4.1 <ul><li>A provider should strive, therefore, to offer multiple avenues for persons to seek assistance, or sho...
Best Practices For Illinois Standard 2.2 Centralized telephone intake and the provision of legal advice and limited interv...
SCLAID Standards <ul><li>Standard 2.3 on Participation in Statewide and Regional Systems </li></ul><ul><li>Providers and o...
SCLAID Standards <ul><li>STANDARD 4.1 ON THE PROVIDER’S INTAKE SYSTEM </li></ul><ul><li>A provider should design and opera...
Standard 4.1 <ul><li>Persons seeking assistance from a provider will be offered different levels of assistance. Some appli...
Standard 4.1  <ul><li>Denials of service </li></ul><ul><li>The provider should strive to preserve good will among those wh...
Intake is a gateway to data/analysis <ul><li>Intake goes beyond picking and choosing clients and cases </li></ul><ul><li>I...
LSC Performance Criteria 1 <ul><li>What screening for other types of problems is done at intake? What systematic review of...
Utah’s lessons <ul><li>LSC funded program </li></ul><ul><li>Elegant handling of: </li></ul><ul><li>Kennedy Ammendment  eli...
Household is a term of art
Asset Valuation
Asset valuation
Grievance information
Asks all cases about DV
Kennedy Ammendment Eligibility--Utah
Interview follows through
Asks about other criteria
Verifying the information--Utah <ul><li>Offers two choices </li></ul><ul><li>Webchat option </li></ul><ul><li>Or call in o...
DV safety information--Utah
Setting expectations about email
Check preference language
At the end two options are presented
Impact on ULS since implementation <ul><li>Eligibility screening time decreased </li></ul><ul><ul><li>Queue times: 10 minu...
From Alabama—tips on the application <ul><li>Use plain language itself </li></ul><ul><li>Provider disclaimers upfront </li...
Alabama’s Lessons <ul><li>Transforms </li></ul><ul><li>Design team </li></ul>
Consideration when planning online intake system--Alabama <ul><li>Pick a design team, a diverse team </li></ul><ul><li>Loo...
Online Intake with A2J Author <ul><li>Overview of Online Intake with A2J Author </li></ul><ul><li>A2J Author Online Intake...
Online Intake with A2J Author Petition for Joint Simplified Dissolution of Marriage A2J Author interface collects data fro...
Online Intake with A2J Author <ul><li>Answer File Data </li></ul><ul><li>in holding area available for review in the Case ...
Online Intake with A2J Author <ul><li>Planning & Preparation </li></ul><ul><ul><li>Inception – meet with project stakehold...
Online Intake with A2J Author <ul><li>Time </li></ul><ul><ul><li>Varies from program to program depending on available sta...
Online Intake with A2J Author <ul><li>A2J Author Online Intake Training Series </li></ul><ul><li>Part I -  Intro to Online...
Online Intake with A2J Author <ul><li>A2J Author Resources </li></ul><ul><li>A2JAuthor.org </li></ul><ul><ul><li>Download ...
Online Intake with A2J Author <ul><li>Programs using A2J Author for Online Intake </li></ul><ul><li>10 programs with onlin...
Thank you for attending today! Next up:  More information at  www.lsntap.org
Contact Information Allison McDermott ( [email_address] ) Brian Rowe ( [email_address] ) or via chat on www.lsntap.org Don...
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Online Intake Best Practices Webinar

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The slides from the LSNTAP/PBN Webinar on October 12, 2011: "Online INtan

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  • Illinois Legal Aid Online
  • http://www.americanbar.org/content/dam/aba/administrative/legal_aid_indigent_defendants/ls_sclaid_civillegalaidstds2007.authcheckdam.pdf Illinois Legal Aid Online
  • Key words=promptly, accurately identified legal aid
  • http://www.lsc.gov/pdfs/LSCPerformanceCriteria.pdf
  • Many programs stop here
  • Online Intake Best Practices Webinar

    1. 1. Online Intake—Best Practices Moderator: Claudia Johnson, Pro Bono Net
    2. 2. Panelists William Guyton, Legal Services Alabama Jaffe Pickett, Legal Services Alabama Dina Nikitaides CATJ/A2J Author Craige Harrison, Utah Legal Services
    3. 3. Some terminology Intake –the process a legal non profit (including a pro bono project) uses to accepting or rejecting clients based on articulated criteria. It includes data collection, review, acceptance or denial, notification to the applicant, and referrals for all. Online intake= online application tool + online intake system Online intake application— an online form that collects information, it can also be an email. It refers to an application that is received using some online tool and travels through the internet. Online intake system —the online application and all the other components/resources that are required to process the application. It could include staff, a data base, a staging area not integrated into regular case management system, a call back queue, web chat to support the application, etc. Triage- once a case is deemed eligible how the case is prioritized for services and legal resources by a program. Depending on the context, sometimes triage comes before intake.
    4. 4. Some Assumptions All legal non-profits do intake—because they have limited resources and their funders may require it. Intake is generally perceived by most funders as an Administrative function covered by the overhead of a program. Online intake is another “door” to the program, it can supplement phone intake, in person intake, remote location intake.
    5. 5. Standard 4.1 <ul><li>A provider should strive, therefore, to offer multiple avenues for persons to seek assistance, or should actively participate in a delivery system that provides such opportunities. </li></ul>
    6. 6. Best Practices For Illinois Standard 2.2 Centralized telephone intake and the provision of legal advice and limited intervention by phone can increase the provider's capacity to reach otherwise isolated clients. Advances in technology can help overcome some of the limitations of serving clients remotely by telephone, particularly with regard to the transfer of documents important to a case.
    7. 7. SCLAID Standards <ul><li>Standard 2.3 on Participation in Statewide and Regional Systems </li></ul><ul><li>Providers and others should work together to establish support systems that will expand the </li></ul><ul><li>capacity of the system to respond to those who are not receiving services. Providers, in </li></ul><ul><li>cooperation with others, may establish delivery mechanisms, such as centralized telephone </li></ul><ul><li>intake to increase the capacity of people who are isolated geographically to gain access to </li></ul><ul><li>needed help. </li></ul>
    8. 8. SCLAID Standards <ul><li>STANDARD 4.1 ON THE PROVIDER’S INTAKE SYSTEM </li></ul><ul><li>A provider should design and operate an intake system that treats all persons </li></ul><ul><li>seeking assistance with respect, accurately identifies their legal needs and </li></ul><ul><li>promptly determines the assistance to be offered. </li></ul>
    9. 9. Standard 4.1 <ul><li>Persons seeking assistance from a provider will be offered different levels of assistance. Some applicants will be accepted as clients and offered assistance that may range from full representation1 to representation limited to advice or brief service. Others will not be accepted as clients, but will be given legal information about their problem. Still others will be given assistance to represent themselves through pro se clinics and other methods that teach self help. A number will be denied any form of assistance because they are ineligible or seek help in an area that the provider does not handle. Regardless of the service they ultimately receive, all persons seeking services need to be treated respectfully and professionally. </li></ul>
    10. 10. Standard 4.1 <ul><li>Denials of service </li></ul><ul><li>The provider should strive to preserve good will among those who are denied </li></ul><ul><li>service. Reasons for rejecting a case should be explained clearly and promptly, and </li></ul><ul><li>applicants who desire a review of the decision should be given immediate assistance to </li></ul><ul><li>pursue their grievance.The provider should refer rejected applicants to other </li></ul><ul><li>sources of assistance, if available. Such referrals should be made as quickly as </li></ul><ul><li>possible to allow rejected applicants to seek other assistance if necessary to protect their rights . </li></ul>
    11. 11. Intake is a gateway to data/analysis <ul><li>Intake goes beyond picking and choosing clients and cases </li></ul><ul><li>Intake is a nervous system that can let you detect new problems, new needs </li></ul><ul><li>To allocate resources effectively </li></ul><ul><li>And change your delivery system to better serve your communities </li></ul>
    12. 12. LSC Performance Criteria 1 <ul><li>What screening for other types of problems is done at intake? What systematic review of intake </li></ul><ul><li>and intake data is done to identify repetitive problems? </li></ul><ul><li>The program has systems and approaches reasonably calculated to </li></ul><ul><li>identify new pressing issues and legal needs, both of individuals and the </li></ul><ul><li>target population as a whole, including continuing engagement with and </li></ul><ul><li>input from the low-income population, regular review of intake and case information, monitoring </li></ul><ul><li>of local, state, and national legal developments, and other appropriate strategies. Such new </li></ul><ul><li>legal needs may be either short or long term. </li></ul>
    13. 13. Utah’s lessons <ul><li>LSC funded program </li></ul><ul><li>Elegant handling of: </li></ul><ul><li>Kennedy Ammendment eligibility </li></ul><ul><li>Denials </li></ul><ul><li>Grievance policies </li></ul><ul><li>Asset valuation </li></ul>
    14. 14. Household is a term of art
    15. 15. Asset Valuation
    16. 16. Asset valuation
    17. 17. Grievance information
    18. 18. Asks all cases about DV
    19. 19. Kennedy Ammendment Eligibility--Utah
    20. 20. Interview follows through
    21. 21. Asks about other criteria
    22. 22. Verifying the information--Utah <ul><li>Offers two choices </li></ul><ul><li>Webchat option </li></ul><ul><li>Or call in option—with priority into a queue </li></ul>
    23. 23. DV safety information--Utah
    24. 24. Setting expectations about email
    25. 25. Check preference language
    26. 26. At the end two options are presented
    27. 27. Impact on ULS since implementation <ul><li>Eligibility screening time decreased </li></ul><ul><ul><li>Queue times: 10 minutes from 12 minutes </li></ul></ul><ul><ul><li>Anecdotal: As much as half </li></ul></ul><ul><li>Triage for Eligibility screening (87% vs 55%) </li></ul><ul><li>Greater availability </li></ul><ul><ul><li>Urban vs Rural (55/45 vs 63/37) </li></ul></ul><ul><ul><li>Hard of hearing </li></ul></ul><ul><ul><li>DV victims </li></ul></ul><ul><ul><li>Temporarily out of the country, etc. </li></ul></ul>
    28. 28. From Alabama—tips on the application <ul><li>Use plain language itself </li></ul><ul><li>Provider disclaimers upfront </li></ul><ul><li>Set up an online intake queue/set aside resources for processing, review, analysis, call back </li></ul><ul><li>Integrate with your other intake activities </li></ul>
    29. 29. Alabama’s Lessons <ul><li>Transforms </li></ul><ul><li>Design team </li></ul>
    30. 30. Consideration when planning online intake system--Alabama <ul><li>Pick a design team, a diverse team </li></ul><ul><li>Look at the tech options from the beginning </li></ul><ul><li>Do not underestimate the difficulty of data transforms </li></ul><ul><li>Choose carefully where you store and how you move the data </li></ul>
    31. 31. Online Intake with A2J Author <ul><li>Overview of Online Intake with A2J Author </li></ul><ul><li>A2J Author Online Intake Training Series </li></ul><ul><li>States using A2J Author for Online Intake </li></ul><ul><ul><li>Dina C. Nikitaides </li></ul></ul><ul><ul><li>Program Coordinator </li></ul></ul><ul><ul><li>Center for Access to Justice & Technology </li></ul></ul><ul><ul><li>Chicago-Kent College of Law </li></ul></ul>
    32. 32. Online Intake with A2J Author Petition for Joint Simplified Dissolution of Marriage A2J Author interface collects data from end-user and stores data in an answer file. HotDocs reads the answer file and inserts data in the correct location on the form. The completed document is returned to the end-user for printing or saving. Typical document assembly project with A2J Author Interview Answers (.anx File)
    33. 33. Online Intake with A2J Author <ul><li>Answer File Data </li></ul><ul><li>in holding area available for review in the Case Management System: </li></ul><ul><li>conflicts check </li></ul><ul><li>attorney review </li></ul><ul><li>processing </li></ul>XSL Transform Interview Answers (.anx File) A2J Guided Interview ® for Intake Transformed Answer Files Case Management System
    34. 34. Online Intake with A2J Author <ul><li>Planning & Preparation </li></ul><ul><ul><li>Inception – meet with project stakeholders, identify roles, review budget, review other program’s intake interview, determine goals & restrictions </li></ul></ul><ul><ul><li>Elaboration – draft online intake script (in word processor), rounds of review with stakeholders </li></ul></ul><ul><li>Construction </li></ul><ul><ul><li>A2J Guided Interview – using script draft questions and logic in A2J Author </li></ul></ul><ul><ul><li>Interview Testing & Review – can still easily make changes at this point </li></ul></ul><ul><ul><li>XSL Transform Development & Testing </li></ul></ul><ul><li>Implementation </li></ul><ul><ul><li>Staff Training – train intake workers to process online applications </li></ul></ul><ul><ul><li>Go Live – success! </li></ul></ul>
    35. 35. Online Intake with A2J Author <ul><li>Time </li></ul><ul><ul><li>Varies from program to program depending on available staffing resources </li></ul></ul><ul><ul><li>Suggestion: If completing project in house, estimate high for times when other projects are more demanding </li></ul></ul><ul><li>Cost </li></ul><ul><ul><li>Varies from program to program depending on many factors such as current staffing and need for outsourcing </li></ul></ul><ul><ul><li>Suggestions: </li></ul></ul><ul><ul><ul><li>Do not reinvent the wheel – start with an interview from another program that is similar to what you would like </li></ul></ul></ul><ul><ul><ul><li>Partner with other programs that have same CMS and get a basic interview done for the group and then customize to individual program needs </li></ul></ul></ul>
    36. 36. Online Intake with A2J Author <ul><li>A2J Author Online Intake Training Series </li></ul><ul><li>Part I - Intro to Online Intake: How it works with A2J Author + Benefits & Concerns. </li></ul><ul><li>Part II - Project Phases & Management: – How to organize an online intake project with time and resource estimates </li></ul><ul><li>Part III - Make It Your Own: Customization, Reviewing & Editing an Online Intake Script </li></ul><ul><li>All Things Technical: Hosting (where is your interview going to live) & Transform (how to get collected data into your CMS) – October 20th </li></ul><ul><ul><li>Guest Speaker: John Mayer, CALI </li></ul></ul><ul><li>Up and Running: Where does the information go and what happens next? – December 15th </li></ul><ul><ul><li>Guest Speaker: David Bonebrake, LSC </li></ul></ul>
    37. 37. Online Intake with A2J Author <ul><li>A2J Author Resources </li></ul><ul><li>A2JAuthor.org </li></ul><ul><ul><li>Download software & user guide </li></ul></ul><ul><ul><li>Sign up for monthly trainings </li></ul></ul><ul><ul><li>Find slides and recordings from past trainings </li></ul></ul><ul><li>Online Intake Tools & Trainings </li></ul><ul><ul><li>Sample interviews from other programs </li></ul></ul><ul><ul><li>Slides and recordings from past trainings </li></ul></ul>
    38. 38. Online Intake with A2J Author <ul><li>Programs using A2J Author for Online Intake </li></ul><ul><li>10 programs with online intake projects </li></ul><ul><li>35+ programs researching for future online intake projects using A2J Author </li></ul>
    39. 39. Thank you for attending today! Next up: More information at www.lsntap.org
    40. 40. Contact Information Allison McDermott ( [email_address] ) Brian Rowe ( [email_address] ) or via chat on www.lsntap.org Don’t forget to take our survey!

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