Brief Services in the 21 st Century

1. Brief Services in the 21st Century National Technology Assistance Projectwww.lsntap.org July 27, 2007

2. Presenters Gabrielle Hammond – LSNTAP Carol Garner – Law Access New Mexico Rachel Medina – A2J Authoring Tool Eve Ricaurte – Iowa Legal Aid Hugh Calkins – Pine Tree Legal Assistance

3. Our focus today • Review specific technologies that are reinventing client services. • A look at programs pushing the envelope

4. Brief Services: Then LSC Definition - The B Code Cases that require limited representation, usually defined by a retainer agreement signed between advocate and client. "Brief Services" defines the scope of service AND is typically limited to cases that meet the case acceptance protocol

5. Brief Services: Future Person may or may not access a legal aid service delivery system. Person receives limited assistance through online mechanisms: interactive forms, website chat, or other web services.

6. Brief Services: Now In the middle Brief Service Units: Extension of hotlines -- organizing method of how brief services can be afforded to more persons once a person enters the delivery system (consolidation of clinics and assisted pro se services). Pro Se Online Services that Integrate with Courts and Legal Aid Services.

7. What’s Changed? • 49% of persons with HH income < $30,000 are online. • Aging of the Internet: Who uses it more? 18 - 29 year olds are neck-and-neck with 30 - 49 year old counterparts. (83% online)

8. What’s Changed? • Use of Internet for News: The proportion of adults who used the Internet to find info on “news, weather or sports” increased from 7% in 1997 to 40% in 2003. • Health: 46% of online seniors sought answers to their health questions online in March 2000. In June 2002, 74% did.

9. What’s Changed?: TEENS Teenagers: A Look to Your Next Gen • 75% are online. • 84% own at least one: computer, cell phone, PDA; 44% have two. • 33% use cell phones for text messaging • 75% of online teens use IM, and they use IM to share links (50%), photos or documents (45%), music or audio files (31%) • 55% have profiles on one or more social networking sites

10. What’s Changed?: YouTube • 52% of HH income < $30k watch or download online videos • Of all video consumers, 39% do so on dial up. • 57% of online video viewers share it with someone else. • 20% rate them. • Top three topics watched: News (37%), Comedy (31%), and Education (22%)

11. What’s Changed?: Customization • Technology can personalize the web for you (RSS). • Amazon.Com recommends books for you to read if you buy or search for one. You can look at reader reviews. • Illinois’ Pro Bono statewide website recommends cases to pro bono attorneys based on their touring of site. • Could your site recommend information to clients trying to find legal help or fill out forms?

12. What’s Possible? • Reinvention of how we reach and how many. • Accountability to usability (it’s rated!) • Support by a larger human infrastructure you can’t control.

13. What’s Possible? • Online interactive forms that help clients complete letters and court form. • Web chat (IM) to resolve questions. • Community educational videos that are shared and rated. • Community chat rooms where people help people find answers and share experiences. • Remote intake or brief services that use online systems for support. • Advocates who actively use and create these online tools as part of their work, not separate from it. • A Brief Services Unit to provide guided assistance for assisted pro se. • Hotlines that evolve to support cell phone users with text and online services instead of long holds.

14. Examples In Action A Brief Services Unit: The Law Access New Mexico Experience

15. Law Access’s Brief Services Unit • One Goal: Increase the Number of Full Representation Cases • Strategy: Make the Helpline the primary provider of advice and some brief services to "free up" New Mexico Legal Aid (NMLA).

16. Staffing the Unit | Hotline • 4 Full Time Attorneys - 2 unit supervisors covering the major substantive law areas; • 7 part time helpline attys and 1 part time paralegal (hiring 3 additional attorneys).Hiring 3 intake screeners • 1 Full time director.

17. Service Area Stats • New Mexico is 5th largest (geographic size) state in the US. • The population is very poor - ranks next to Mississippi. We assist up to 200% of federal poverty guidelines = about 1/3 of all NM residents. • 1/3 of the NM population lives in Albuquerque. • 40% of the population in New Mexico is Hispanic. 4 staff assist Spanish speaking clients. • We get a substantial number of deaf/hard of hearing clients via Relay.

18. Targeting Services • 2/3 from rural areas. We targeted 15 very rural counties for Helpline outreach this year chosen because both Law Access and NMLA saw very few clients from these counties the previous year. Many of the counties that we visited are the poorest counties and have 15 or fewer attorneys in the whole county - some have zero - thus the Helpline is truly their only resource.

19. Routing Cases & Criteria • Route cases to every major legal services program in NM (includes New Mexico Legal Aid - about 10 offices, DNA - 3 offices, other programs = about 10 total with various specialties - elder, disabled, VAWA immigration etc.) • Priority for Brief Services: assist on cases where legal aid generally does not. Varies by geographic region throughout the state.

20. Technology for a Brief Service Unit • Case Management System • Document Assembly • Electronic Files • Statewide Website and other online resources • Telephone Technology • Scanners

21. Innovations to Aid Brief Service • Not all programs and states have a Brief Service unit (or program focused on Brief Services). • Many programs are utilizing new technologies to: • Improve volunteer assistance to clients • Provide assisted pro se • Provide service traditionally thought of as “Brief Service”

22. Examples in Action Interactive Forms: A Look at Idaho & Iowa

23. Interactive Forms • Also known as Document Assembly. Uses software, like HotDocs or I-CAN!, to generate an automated interview that helps complete court forms. Can use another interface, like A2J, to make it user friendly to clients. • Think TurboTax for legal forms.

24. Note about Terms • HotDocs is one software that creates templates. • A2J is an interface that lays on top of it to make it easier to use. • I-CAN! Is another software to create templates. Ease-of-use is built-in. • A national community of template developers can share in the developing and host these templates on a national server. NPADO. Find out More: http://lsntap.org/techlibrary (Click on Document Assembly) • Some programs use PDF or Word fillable forms instead.

25. A2J Author: Document assembly front-end and more • Document Assembly Petition for a Protection Order

28. A2J Author: Document assembly front-end and more • Website Guide What’s the next step? Where do I go? Who do I need to contact?

29. A2J Author: Document assembly front-end and more • Case Management System Data Collection A2J Guided Interview for Intake (.a2j files) Case Management System Answer File Data Now Available For Review in the Case Management System…. ….conflicts check ….attorney review ….processing Interview Answers (.anx File) Transformed Answer Files XSL Transform

30. A2J Author: Document assembly front-end and more Video: Coming Soon

31. A2J Author Chicago-Kent College of Law / Student Editorial Board Projects Ventura County, California (various interviews in process) Illinois Legal Aid Online (multiple interviews, either live or in development) Document Assembly and E-Filing System Projects U.S. District Courts, Eastern Missouri Manatee County Clerk of the Circuit Court, Florida (pilot project for the state of Florida) Intake Interview/Case Management Database Projects Iowa Legal Aid States with A2J Author Guided Interviews (according to recent NPADO server statistics) Alabama, Arkansas, California, Idaho, Illinois, Maryland, Massachusetts, Minnesota, Montana, New York, Pennsylvania, Texas, U.S. Virgin Islands, Vermont, Washington, Ontario (Canada) Other Registered Users of A2J Author Georgia, Kentucky, Louisiana, Nebraska, Ohio, Oklahoma, Utah, Wyoming

32. A2J in Use: Idaho Legal Aid • 144 HotDocs templates and authored 21 A2J guided interviews. • 3 Spanish A2J guided interviews linked to 17 of the automated court forms with Spanish instructions.

33. Courts: A Critical Partner • Partnered and built relationships with all of the 44 county Court Assistance Offices. • 4 in-person statewide trainings to further help them understand how the interviews work, how to effectively assist users, show new features of the A2J interface and hold open discussions for feedback.

34. Feedback • A large number of surveys from users handful of the Magistrate Judges, Court Assistance Officers/Clerks, ILAS staff and conducted two in-person interviews with our closest partnering advocacy organizations. • Approximately 60 comments from users via the “send feedback” feature on NPADO.

35. Response from the Judiciary Were pro se litigants were generally more prepared about what to expect in the courtroom and representing themselves? 8 out of 9 judges felt litigants were more prepared. More than half of the judges responding also felt pro se litigants generally provide forms that are more accurate and complete when using the interactive court forms.

36. Response from the Judiciary Negative: Reflected some judges continued bias against all pro se activity – and did not truly reflect a bias against the forms or A2J process.

37. Court Personnel and Legal Aid Staff How the project has helped overall with efficiency and effectiveness in assisting pro se litigants? • Vastly helps! This is far superior to the fill in the blank manual forms. First rate product, clean and foolproof! • I believe this is an essential tool to the CAO program. Usually upon an initial visit if you explain the reasons for registering, saving, and property issues if it's a divorce, the parties are readily able to complete the process with little added assistance. • I think it has greatly improved pro se litigants understanding of how to proceed and what forms should look like. • I think it has greatly increased access to the courts for pro se litigants and has freed up legal aid attorney time to work on cases that are impractical for clients to do pro se.

38. Iowa’s Remote Intake Project Eve Ricaurte Pro Se Coordinator, Iowa Legal Aid

39. Goals of the Project • To direct people to Iowa Legal Aid’s online resources for answers to questions where only information is needed • To divert those with problems not handled by Iowa Legal Aid to other sources of help • To allow potential clients to complete an application online from remote sites

40. Iowa Legal Aid’s Remote Intake Project • A pilot project funded by an LSC Technology (TIG) grant • The Remote Intake project started as part of major technology upgrade including addition of the LawHelp website and formation of a unified intake system. • The idea was to help ease the load of the intake hotline.

41. Iowa Legal AidSelf Help Centerhttp://www.iowalegalaid.org/intake/ • This is a password protected program page on Iowa’s LawHelp website • First a video shows users how to navigate the website to find information • The design encourages the user to first look at information on the LawHelp site • The second video explains the online intake process and at the end of that video the user arrives at the intake interview

45. A2J Interviewhttps://npado.org/A2JViewer/ilaintake.html • A new use for A2J, no documents involved • Questions take the user through types of cases and eligibility issues that would not result in intake if at a legal aid office on the phone • Those who cannot be served are directed to other agency websites • Help with the interview is offered through the LiveHelp chat feature

46. Income eligibility is determined before personal information is gathered • If the person does not have a the type of case Iowa Legal Aid can accept, or does not financially qualify, none of the information is saved • If the applicant completes the application it is sent to the case management system, Pika • It will reside in a separate database until conflicts are cleared

49. Issues & Lessons Learned • The biggest hurdle has been the programming of the A2J variables to work with the Pika case management system • A2J output is designed for HotDocs and is not in LS-XML format • Once all issues are resolved, the interview will be available for other programs • LiveHelp is available now

50. Examples In Action Maine’s Problem Solving with Technology