A Look at Various Models of Handling Intake for Senior Legal Hotlines Joan Kleinberg – CLEAR

Keith Morris – Legal Hotline for Michigan Seniors

Thursday, June 3, 2010 3:00 PM - 4:30 PM EDT

From Intake to Advocate

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Today’s presentation

… is being recorded… will be archived on our website,

legalhotlines.org

CLEAR* Experience – Joan KleinbergFrom One Queue to Two:Reasons from Studying Single Queue System:

Wait times were too longPressure on Advocates Too many ineligible callers connected to

advocatesToo many non –priority callers served by

advocates

Steps to Implementation of Screener System•Developed List of Priorities•Hired Part Time Screeners (make sure they will stay long term)