Welcome to the LSNTAP/PBN Online Intake 
webinar! 
If you joined the training via telephone, please click 
on the telephon...
A few logistics before we start… 
If you joined the training via telephone, please click 
on the telephone symbol and sele...
LSNTAP is recording this training and will post it to LSNTAP.org. 
An email with a link to this information will be sent o...
Online intake: The “whats” and the “whys” 
of online intake 
August 20, 2014
Our panel today 
Bob Aubin 
Paralegal and Self-Employed Developer 
Breckie Hayes-Snow 
Deputy Director, Legal Advice & Ref...
Takeaways 
• Two examples in the 
community 
• Technology 
• Data sharing/outcomes
7 
Why intake?
What is intake? 
Do you qualify for this program with your problem and for what 
specific type of service? 
Yes—how are we...
9 
Different types of “intake” 
• Walk in intake 
• Hotlines 
• Online intake 
Not intake, but grouped as 
intake sometime...
Rules, Standards, and protocols that 
apply to intake depending on 
modality 
Pro Bono Net, NPADO 10
Context/factors/incentives 
• Keep costs down 
• Internet is open 24/7. Seek help/volume up 
• Staff/tech resources ratio ...
Online intake 
Pro Bono Net, NPADO 12
Wired Broad Band, DSL, Fiber, Cable
Wireless, hotspots, satellite
Online Intake 
• No ABA standards (yet?)—but new model 
rules do have provisions under the 
competency standard 
• LSC has...
Model Rules 1.1 Competency (2012) 
Maintaining Competence 
• [8] To maintain the requisite knowledge and skill, a lawyer s...
LSC Program Letter 
Pro Bono Net, NPADO 17
Pros of online intake 
Pro Bono Net, NPADO 18
Factors for online intake 
•Are the case acceptance guidance stable? 
•Is there a solid understand of what cases get 
acce...
Some examples of online intake 
• Ohio (English Spanish—model for many 
others) http://www.lawolaw.org/ 
• Utah, nice hand...
Other examples Online Intake 
• Florida/Daytona (Kemps) 
• Detroit (Practice Manager) 
• TRLA (wufoo for family law cases)...
Northwest Justice Project 
Online Intake 
Washington State 
Joan Kleinberg 
joank@nwjustice.org
The process of development 
• Articulate your goals 
• The logic model 
• The user interface
NJP’s Goals Online Intake and Triage 
•Alternative mode of access 
• Triage potential callers 
• Provide resources
Branch Logic aka “The Starship Enterprise” 
-Allows for LPC and SLPC to be resolved. 
-Leads to determination of next step...
You’ve got to have a system. 
Excel is your friend.
Policy Decisions 
• What information are you 
comfortable gathering on-line? 
• How will you make 
allowances for incorrec...
User Interface 
• Break it down to simple questions 
• Use plain language 
• Test questions and answers for ambiguity 
• A...
Online Applications
Demographics 
Online intake applicants are: 
50% whiter 
Much, much younger 
Significantly more female 
About the same inc...
Lessons Learned
To see NJP online tool: 
http://nwjustice.org/get-legal-help 
Please use: “name Test Test” if 
you want to test it
Legal Advice and Referral 
Center 
Online Intake 
New Hampshire 
Breckie Hayes-Snow
Necessity – the mother of 
Implementation
General Timeline 
• Legal Advice & Referral Center: 3/96 – today 
• September 2009 telephone system crash – total failure ...
Ongoing projects 
• Integration of intake among all three NH programs: 
LARC, NHLA, NHBar 
• Direct transfer of cases from...
A Developer’s Perspective on 
creating online intake systems 
Bob Aubin
44
Typical A2J Intake Configuration 
• 3 logical components 
• Each managed/provided by a different vendor or 
entity 
• Stri...
46
47
48
49
What Does XSLT Do? 
• Converts and formats A2J .anx to .xml 
• Math and rounding 
• Variable to field mapping 
• Full name...
What Does PHP Do? 
• Maps to XSLT file (.anx  .xsl) 
• Names XML file (can include applicant name) 
• Save and name a bac...
Kemp’s Case Works 
A2J Interview Direct Import 
52
Intake with No Transformation 
• Raw answer file sent to CMS via a web page 
• Rounding, abbreviations, notes, and 
format...
54
55
56
57
58
Things You Have to Provide 
59
Variable-to-Field Mapping 
• Variables from A2J feed into CMS fields 
• Married = M 
• Government benefits = 153 
• Englis...
What Do You Need and Want? 
• Track kick-outs? 
• Compile survey information? 
• E-mail? 
• Redirection? 
• Answer file an...
Where’s the CMS? 
• Colocation with web server is best 
• If not collocated, how will XML get to CMS? 
62
Summary 
• 3 distinct logical components 
• Needs orchestration to make it work together 
• Define your wants and needs 
•...
Bob Aubin 
NORTHCOM ASSOCIATES, LLC 
bob.aubin@northcomassociates.com 
64
New Mexico Data Sharing 
Project 
Ed Marks 
New Mexico Legal Aid
New Mexico Data Sharing Project
New Mexico Data Sharing Project 
.
New Mexico Data Sharing Project
New Mexico Data Sharing Project
New Mexico Data Sharing Project
Discussion/Questions?
THANK YOU FOR ATTENDING TODAY! 
Be sure to check out www.lsntap.org for 
information regarding the next LSTNAP Community 
...
Contact Information 
Brian Rowe (brianr@nwjustice.org) or via chat on www.lsntap.org 
Don’t forget to take our feedback su...
Online LSNTAP / PBN 2014 Webinar
Online LSNTAP / PBN 2014 Webinar
Online LSNTAP / PBN 2014 Webinar
Online LSNTAP / PBN 2014 Webinar
Online LSNTAP / PBN 2014 Webinar
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 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 (http://lsntap.org/Internet_Intake_Webcasts) as background, but not required.

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Online LSNTAP / PBN 2014 Webinar

  1. 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. 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. 3. LSNTAP is recording this training and will post it to LSNTAP.org. An email with a link to this information will be sent out to the LSTech listserv once it has been posted.
  4. 4. Online intake: The “whats” and the “whys” of online intake August 20, 2014
  5. 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. 6. Takeaways • Two examples in the community • Technology • Data sharing/outcomes
  7. 7. 7 Why intake?
  8. 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. 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. 10. Rules, Standards, and protocols that apply to intake depending on modality Pro Bono Net, NPADO 10
  11. 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. 12. Online intake Pro Bono Net, NPADO 12
  13. 13. Wired Broad Band, DSL, Fiber, Cable
  14. 14. Wireless, hotspots, satellite
  15. 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. 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. 17. LSC Program Letter Pro Bono Net, NPADO 17
  18. 18. Pros of online intake Pro Bono Net, NPADO 18
  19. 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. 20. Some examples of online intake • Ohio (English Spanish—model for many others) http://www.lawolaw.org/ • Utah, nice handling of Kennedy amendment and verification process • https://onlineintake.utahlegalservices.org/ 20
  21. 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. 22. Northwest Justice Project Online Intake Washington State Joan Kleinberg joank@nwjustice.org
  23. 23. The process of development • Articulate your goals • The logic model • The user interface
  24. 24. NJP’s Goals Online Intake and Triage •Alternative mode of access • Triage potential callers • Provide resources
  25. 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. 26. You’ve got to have a system. Excel is your friend.
  27. 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. 28. User Interface • Break it down to simple questions • Use plain language • Test questions and answers for ambiguity • Anticipate user questions
  29. 29. Online Applications
  30. 30. Demographics Online intake applicants are: 50% whiter Much, much younger Significantly more female About the same income distribution
  31. 31. Lessons Learned
  32. 32. To see NJP online tool: http://nwjustice.org/get-legal-help Please use: “name Test Test” if you want to test it
  33. 33. Legal Advice and Referral Center Online Intake New Hampshire Breckie Hayes-Snow
  34. 34. Necessity – the mother of Implementation
  35. 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. 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. 37. A Developer’s Perspective on creating online intake systems Bob Aubin
  38. 38. 44
  39. 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
  40. 40. 46
  41. 41. 47
  42. 42. 48
  43. 43. 49
  44. 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. 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. 46. Kemp’s Case Works A2J Interview Direct Import 52
  47. 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
  48. 48. 54
  49. 49. 55
  50. 50. 56
  51. 51. 57
  52. 52. 58
  53. 53. Things You Have to Provide 59
  54. 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. 55. What Do You Need and Want? • Track kick-outs? • Compile survey information? • E-mail? • Redirection? • Answer file and XML file naming 61
  56. 56. Where’s the CMS? • Colocation with web server is best • If not collocated, how will XML get to CMS? 62
  57. 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
  58. 58. Bob Aubin NORTHCOM ASSOCIATES, LLC bob.aubin@northcomassociates.com 64
  59. 59. New Mexico Data Sharing Project Ed Marks New Mexico Legal Aid
  60. 60. New Mexico Data Sharing Project
  61. 61. New Mexico Data Sharing Project .
  62. 62. New Mexico Data Sharing Project
  63. 63. New Mexico Data Sharing Project
  64. 64. New Mexico Data Sharing Project
  65. 65. Discussion/Questions?
  66. 66. THANK YOU FOR ATTENDING TODAY! Be sure to check out www.lsntap.org for information regarding the next LSTNAP Community Training!
  67. 67. Contact Information Brian Rowe (brianr@nwjustice.org) or via chat on www.lsntap.org Don’t forget to take our feedback survey!

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