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Maximizing program impact with tech (part I) - Keith


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This session explored ways in which technology is being used to improve client service quality and program efficiency, including: 1.) using online chat to help people with legal problems navigate online legal self-help resources and access community services, 2) using online e-learning tools to help immigrants through the naturalization process and prepare for the naturalization tests, 3) using SMS for community outreach and referrals, 4) using technology such as automated document creation software in self-help centers, and 5) using free and low-cost multimedia tools to make community education fun.

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Maximizing program impact with tech (part I) - Keith

  1. 1. Maximzing ProgramImpact Through theUse of Technology12NTCmaxLiz KeithMatthew BurnettClaudia JohnsonJessica StuartJillian Theil
  2. 2. Who we are Matthew Burnett Immigration Advocates Network Director Claudia Johnson LawHelp Interactive Program Manager, Pro Bono Net Jessica Stuart Associate Product Manager, Pro Bono Net Jillian Theil Program Associate, Pro Bono Net Liz Keith LawHelp Program Manager, Pro Bono Net #NTC12max
  3. 3. Tell us about you Photo by James Cridland on Flickr #NTC12max
  4. 4. Connecting needs with technology to: Serve more clients Service we wouldn’t otherwise reach Improve the quality of services Better inform and communicate with clients Engage new partners and volunteer resources You tell us! #NTC12max
  5. 5. Service delivery tools we’ll explore Online chat SMS E-learning tools Interactive forms Mobile apps Multimedia #NTC12max
  6. 6. #NTC12max
  7. 7. Case study:Montana Legal Services Association 75,000 people living in poverty 11 legal aid attorneys 4 offices Huge, rural service area #NTC12max
  8. 8. Case study:New York LawHelp Consortium 300+ legal assistance programs Diverse language communities Complex referral landscape Many individuals facing legal problems on their own #NTC12max
  9. 9. LiveHelp online chat #NTC12max
  10. 10. Why online chat? Complements websites and existing services (phone, walk-in, etc.) Familiar Low tech, high touch Anonymous Distributed – can be used, or staffed, from anywhere #NTC12max
  11. 11. How LiveHelp Staffing: internal staff & Staffing: 30+ law AmeriCorps*VISTAs student volunteers Cross-referrals to phone Students commit to hotline minimum number of hours each semester Chats routed by language (English and Spanish) #NTC12max
  12. 12. How LiveHelp works• Leverages existing online content and resources• Policy and content training provided to navigators• Real-time support & supervision for navigators via IM #NTC12max
  13. 13. Outcomes for clients Increased understanding of their issue and what needs to be done to solve it 2011 LiveHelp usage Greater awareness of self- 4,000+ people help resources available served in NY 400+ served in MT Time-savings in accessing resources More accurate referrals Attitudinal outcomes #NTC12max
  14. 14. Outcomes for programs Ability to reach more – and new – clients Better informed clients More accurate referrals All staff trained and involved in client services (MT) Volunteers engaged in service delivery (NY) Access to language or substantive expertise regardless of location Rich evaluation data #NTC12max
  15. 15. Other applications of online chat Collaborative assistance models Specialized language assistance Assistance applying for services Document-sharing and review Focused consulting Engaging volunteer resources Other ideas? #NTC12max
  16. 16. ResourcesLive chat tools,,Sample training materials and policies LawHelp/NY Navigator Manual MontanaLawHelp Navigator ManualVolunteer Recruitment and Supervision LawHelp/NY recruitment tipsFor more information: Liz Keith at or @elizk #NTC12max
  17. 17. Director, Immigration Advocates Network #NTC12max
  18. 18. Barriers to CitizenshipEconomic Cost of filing application ($680) Cost of legal servicesLinguistic Understanding the process and completing the application English testGeographic Access to information and services #NTC12max
  19. 19. CitizenshipWorks #NTC12max
  20. 20. eLearning Modules Overview of the Naturalization Process Overview of the Naturalization Tests #NTC12max
  21. 21. Find Legal Help #NTC12max
  22. 22. SMS/Text Messaging #NTC12max
  23. 23. Public Eligibility Screening Tool #NTC12max
  24. 24. Advocate Screening Tool #NTC12max
  25. 25. N-400 #NTC12max
  26. 26. Fee Waiver #NTC12max
  27. 27. Multilingual #NTC12max
  28. 28. Workshops #NTC12max
  29. 29. Pilot Evaluation Data: Client ProfileAge Under 40 (39%) 40 to 60 (48%) Over 60 (13%)Education None (3%) Primary school (28%) High school (38%) Some college or higher (30%)Monthly Income > $1,000 (22%) $1,001 – $2,000 (42%) $2,001 - $3,000 (19%) Over $3,000 (12%) #NTC12max
  30. 30. Pilot Evaluation Data: Computer UsageComputer usage: Have never used a computer (27%) Use a computer once a week or less (29%) Use a computer once a day (43%)Comfort using computers: I usually need a lot of help (26%) I usually need some help (29%) I can usually use computers without help (44%) #NTC12max
  31. 31. Pilot Evaluation Data: CitizenshipWorksDid someone help you? Yes (72%) No (26%)How easy was CitizenshipWorks to use: Very easy (36%) Easy (53%) Hard (4%) Very hard (4%) #NTC12max
  32. 32. What’s Next? Expanding CitizenshipWorks to new organizations and sites Integrating CitizenshipWorks into various service delivery models (group processing, individual appointments, etc.) Exploring the use of CitizenshipWorks in rural contexts (UFW pilot in the Central Valley) Piloting remote consultation/review using video conferencing Developing a mobile app Exploring the potential to pull anonymous user data from the screening and N-400 tools in order to better understand barriers Evaluating the of impact of CitizenshipWorks on immigrants, service providers, and communities #NTC12max
  33. 33. Contact Visit CitizenshipWorks at Matthew Burnett, Director Immigration Advocates Network #NTC12max
  34. 34. LawHelp Interactive Program Manager Pro Bono Net #NTC12max
  35. 35. What is LawHelp Interactive?For the court and legal aid community A training center—we teach people how to create these interviews A tech support center—we provide technical support A replication/best practices engine-we share best practices, a community of sharing #NTC12max
  36. 36. Public-Private Partnership is behind this National Initiative • HotDocs Software was donated to be the document assembly engine by the prior owner • Initially donation was restricted to only LSC groups and was limited • In 2009-2010 the donation was expanded to include all IOLTA- funded legal non-profits by HotDocs Corp. • In 2010, HotDocs Corp donated free licenses to over 159 non profits—a donation worth over $2 Million Dollars, the licenses allow for free updates • After 2010 licenses are now available at a discounted rate of 70% for legal non profit groups • In addition HotDocs Server was donated to support the online creation of forms #NTC12max
  37. 37. #NTC12max
  38. 38. What is LawHelp Interactive? For the end user:Advocates orself- A personalizedrepresented document is createdlitigants from the answers.answerquestions Theduring an answersinterview. can be Supports use of HotDocs™ and/or A2J Author™ interviews saved and reused. #NTC12max
  39. 39. Access to Justice Communities using LawHelpInteractive as of February 2012 #NTC12max
  40. 40. Use of online forms in 2011 % Change LHI Transaction Total From 2010 Interviews 591,783 +44% Assemblies 318,846 +47% Emails of Assembled Docs 16,692 N/A Since 2005 1,708,578Interviews served 942,266 documents assembled #NTC12max
  41. 41. Top forms in use for top 5 states CA - divorce packet, DV petition, default judgment/petitioners NY - child support modification, paternity, small debt collection vacate default Idaho - small claims, divorce no kids Illinois - uncontested divorce, OP Maine - child support and FS calculatorsAs of 6/30/2011 Source Pro Bono Net, LHI Quarterly Statistics #NTC12max
  42. 42. Top 5 States in 2011 Assemblies % Change State thru Q4 From 2010 New York 84,183 58% California 45,369 28% Illinois 39,239 20% Texas 31,182 735% Idaho 21,771 4% #NTC12max
  43. 43. What other uses foronline interviews on LHI? Integrate answers and forms (rtf or pdf) with a CMS Print multilingual documents Pleadings Orders by court clerks Enable remote review with pro bono lawyer Provide multilingual interviews/court orders Provide instructions in other languages Allow the person to self screen before using the form Provide contextual help as the interview unfolds #NTC12max
  44. 44. Online Forms in SpanishLaunched in 12/2010, there are now 15 active Spanish interviews. Vietnameseand Mandarin will be launched in 2012 . #NTC12max
  45. 45. Online Forms in SpanishAssembly in English and/or Spanish onrequest #NTC12max
  46. 46. Why Online Forms Add Value• Standardized content• Electronic (remote sharing)• Information Reusable• Less training required • Self navigation or less skilled worker• Basic computer needs #NTC12max
  47. 47. Online form use improved: Length of Time of Workshop Litigant Fatigue Quality of Education Legibility & Accuracy of Handwritten Forms Clerical Errors Causing Rejections #NTC12max
  48. 48. Workshop Model, Los Angeles #NTC12max
  49. 49. LA Superior Court #NTC12max
  50. 50. San Bernardino Self Help #NTC12max
  51. 51. Court Partnerships: Law Library #NTC12max
  52. 52. For Additional Information Domestic Violence Petition Clinic, NLS and Orange County Superior Court Lawhelp Interactive Or contact Claudia Johnson DIY New York Courts: Self Help Centers and Document Assembly (2009) Self Represented Immigrant Network: Citizenship Works: #NTC12max