Community Legal Service Direct

John Sirodcar

Head of Direct Services

Accessing Community Legal Service Direct

National helpline - 0845 345 4 345

Website - www.clsdirect.org.uk

Legal information leaflets

0845 345 4 345

Local rate call from anywhere in England and

Wales

Free, independent and impartial legal advice

‒ Specialist advisers 9am - 5pm weekdays

‒ Listen to information messages 24 hours a day

‒ Order leaflets

‒ Help finding a local adviser

Specialist debt, welfare benefits, education, employment and housing advice

Figures from 05/06

Web visits (not hits) 2.0 million

Leaflets distributed 2.5 million (350k downloaded)

Total telephone calls 50k per month

Proportion of callers selecting each service

Benefits 9%

Debt 16%

Education2%

Employment15%

Housing11%

Directory Line44%

Leaflet Line3%

Total number of calls received per month July 2004 to February 2006

0

10000

20000

30000

40000

50000

60000

Jul-0

4

Aug-

04

Sep-

04

Oct

-04

Nov

-04

Dec

-04

Jan-

05

Feb-

05

Mar

-05

Apr-

05

May

-05

Jun-

05

Jul-0

5

Aug-

05

Sep-

05

Oct

-05

Nov

-05

Dec

-05

Jan-

06

Feb-

06

Month

Tota

l Cal

ls R

ecei

ved

Calls vs capacity - debt

0

20

40

60

80

100

120

140

160

Jul Aug Sep Oct Nov Dec Jan Feb

Cal

ls p

er d

ay Calls

Capacity

Developing the helpline

Key problems in existing service

Limits of IVR system – 7 options max.

Capacity

Directory line service – meeting client expectations with no effective referral process

Greater VFM

Expanded service

Key features

Operator service

Managed referral

Greater specialist level capacity

Direct transfer to other help lines

Potential to help ½ million callers by 2008/9

Client feedback March 2006

•93% were satisfied’ or very satisfied’ by the service

99% said their adviser was professional, courteous and knowledgeable

•3% said they would not recommend us (97% would – Industry average is 70%)

Client feedback

“This service was fantastic. When I called I was very upset and didn’t know what to do. They helped me in every which way they could and now I haven’t got my problem. They sorted it out.”

“Very, very helpful. I had been worried for months with the problem. I had my fears settled after talking to your adviser.”

“I think your service is a godsend without it many desperate people (like ourselves) would be completely lost and eventually exposed to threats and pressure from debt collectors, which would make our lives not worth living.”

PLEAS Links?

• Reviewing our leaflets (more “crisis” centred and a call for action)

• ASDA commissioned to look at existing “how to packs”; existing quality and gap analysis

• CLS Direct focused on LA eligible clients and categories of law

• Developing on line advice tools and links via IM or telephone to specialist advisers

• Volumes of consumer research re leaflets and marketing materials. DCA (Atul Sharda) has other details

Thank You

Any questions?