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Integrating Technology Into Self Help Center Operations

Integrating Technology Into Self Help Center Operations. Michelle Hopkins, LASC KC Thomas, LASC Harry Jacobs, AOC - CFCC. Old Service Delivery Model. Litigants provided with instructional packets and blank court forms. Litigants complete blank court forms by hand.

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Integrating Technology Into Self Help Center Operations

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  1. Integrating Technology Into Self Help Center Operations Michelle Hopkins, LASC KC Thomas, LASC Harry Jacobs, AOC - CFCC

  2. Old Service Delivery Model • Litigants provided with instructional packets and blank court forms. • Litigants complete blank court forms by hand. • No public computers used in center operations. • Divorce workshop series offered twice per month.

  3. New Service Delivery Model • Public computers and Resource Center website key to center operations. • Staff, volunteers and litigants use website to access online document assembly programs, local & state fillable forms, and to gather legal information. • LawHelp Interactive programs used in all workshops, clinics & individually by litigants to prepare forms.

  4. Turning to Technology • Specific problems presented in existing divorce workshop series. • Length of time for workshop & review of forms, litigant fatigue, quality of education, legibility & accuracy of handwritten forms. • New resources became available. (computers, JusticeCorps, template developer & on site developer)

  5. Role of IT Department • Provide computers & internet access. • Provide hardware and layers of software. • Provide ongoing IT support. • No legal knowledge. • No SRL knowledge. • No role in template development. • No role in service delivery.

  6. Role of Self Help Center Developer • Functioning as “on the ground” service provider. • Collaborate with Template Developer in creating, reviewing, testing, and revising programs. • Implement & manage the use of the technology. • Address problems, offer solutions, make & implement changes. • Mentor and train staff, paralegals & volunteers.

  7. Role of Template Developer • Study current process. • Talk to everyone involved. • Try to figure out how technology can help. • Discuss conclusions. • First draft, attorney review, revisions. • User testing, revisions. • Ongoing support and updates.

  8. Initial Considerations • Who will use computer? • Workshop setting? Individual use? • Where will computers be placed? • How much of the forms should be completed by the program? • How much education will the program provide? • Roles of workshop presenter, volunteers & litigants?

  9. Expansion of LHI Programs • More programs (derivative & substantive). • Changing use of programs. • Different types of programs. • Expand physical locations for use of programs. • Changing of roles of staff, paralegals, JusticeCorps volunteers & litigants.

  10. Getting Staff to Use Technology • On site developer launches use of programs. • Demonstrate the benefits of the technology. • Create a open, collaborative environment. • Involve staff in implementation & modification process. • Address staff concerns. • Provide sufficient and ongoing training.

  11. Paternity Workshops • Development process for creation and modification of LHI Paternity programs. • Role of staff and volunteers in workshop setting. • Petition for Paternity. • Judgment Workshops: Stipulated, Default & Contested.

  12. Expansion of Guardianship Services • Obtaining paralegal buy in. • Substantive & technical training issues. • Development of paralegal service delivery model. • Implementing remote attorney review.

  13. Getting Volunteers to Use Technology • Assessing knowledge & comfort level. • Providing sufficient and ongoing technical training. • Defining the role of the volunteer. • Providing & accepting feedback. • Creating a collaborative, “work in progress” environment.

  14. Trial Preparation Clinic • Packet based format – Clinic Style • JusticeCorps participation • Impact of LHI program • Expanded to Petitioner and Respondent format

  15. Getting Litigants to Use Technology • Assessing literacy level & comfort level. • Technical navigation concerns. • Presence of computer monitors. • Use of plain language in interview questions. • Addressing substantive questions during computer interview.

  16. Probate Notes Clinic • Development process of LHI program. • Establishing clinic style service delivery model. • Role of volunteers in assisting litigants. • Impact of LHI program on quality of services.

  17. Probate Self-Help Online Forms • Service Model • Spousal/Domestic Partner Petitions • Release of Remains • Completion of Orders • Issuance of Letters

  18. Thanks for Listening • Michelle Hopkins, LASC MHopkins@LASuperiorCourt.org • KC Thomas, LASC KCThomas@LASuperiorCourt.org • Harry Jacobs, AOC harry.jacobs@jud.ca.gov

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