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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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Maximzing Program Impact Through the Use of Technology12NTCmax12NTCmax
Liz Keith
Matthew Burnett
Claudia Johnson
Jessica Stuart
Jillian Theil
Who we are �Matthew Burnett
� Immigration Advocates Network Director
� Claudia Johnson� LawHelp Interactive Program Manager, Pro Bono Net
� Jessica StuartAssociate Product Manager, Pro Bono Net
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� Associate Product Manager, Pro Bono Net
� Jillian Theil� Program Associate, Pro Bono Net
� Liz Keith � LawHelp Program Manager, Pro Bono Net
Tell us about you
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Photo by James Cridland on Flickr
Connecting needs with technology to:
�Serve more clients
�Service we wouldn’t otherwise reach
�Improve the quality of services
�Better inform and communicate with
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�Better inform and communicate with
clients
�Engage new partners and volunteer
resources
�You tell us!
Service delivery tools we’ll explore
�Online chat
�E-learning tools
�Mobile apps
�SMS
�Interactive forms
�Multimedia
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�Mobile apps �Multimedia
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�75,000 people
living in poverty
�11 legal aid
attorneys
Case study:Montana Legal Services Association
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attorneys
�4 offices
�Huge, rural
service area
� 300+ legal assistance programs
� Diverse language communities
� Complex referral landscape
Case study:New York LawHelp Consortium
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landscape
� Many individuals facing legal problems on their own
LiveHelp online chat
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Why online chat?
�Complements websites
and existing services
(phone, walk-in, etc.)
�Familiar
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�Familiar
�Low tech, high touch
�Anonymous
�Distributed – can be used,
or staffed, from anywhere
How LiveHelp works
LawHelp.org/NY
� Staffing: 30+ law
student volunteers
� Students commit to
minimum number of
MontanaLawHelp.org
� Staffing: internal staff &
AmeriCorps*VISTAs
� Cross-referrals to phone
hotline
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minimum number of
hours each semester
� Chats routed by
language (English and
Spanish)
hotline
How LiveHelp works• Leverages existing
online content and
resources
• Policy and content
training provided to
navigators
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navigators
• Real-time support &
supervision for
navigators via IM
Outcomes for clients
� Increased understanding of
their issue and what needs
to be done to solve it
�Greater awareness of self-
2011 LiveHelp usage
�4,000+ people
served in NY
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Greater awareness of self-
help resources available
�Time-savings in accessing
resources
�More accurate referrals
�Attitudinal outcomes
served in NY
�400+ served in MT
Outcomes for programs
�Ability to reach more – and new – clients
�Better informed clients
�More accurate referrals
�All staff trained and involved in client services
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�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
Other applications of online chat
�Collaborative assistance models
� Specialized language assistance
�Assistance applying for services
Document-sharing and review
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�Document-sharing and review
� Focused consulting
�Engaging volunteer resources
�Other ideas?
Resources Live chat tools
� LivePerson.com, Meebo.me,
Sample training materials and policies
� LawHelp/NY Navigator Manual
MontanaLawHelp Navigator Manual
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� MontanaLawHelp Navigator Manual
Volunteer Recruitment and Supervision
� LawHelp/NY recruitment tips
For more information:
� Liz Keith at [email protected] or @elizk
Director, Immigration Advocates Network
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Director, Immigration Advocates Network
Barriers to Citizenship
Economic
� Cost of filing application ($680)
� Cost of legal services
Linguistic
� Understanding the process and completing the
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� Understanding the process and completing the application
� English test
Geographic
� Access to information and services
CitizenshipWorks
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eLearning Modules
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Overview of the Naturalization Process
Overview of the Naturalization Tests
Find Legal Help
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SMS/Text Messaging
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Public Eligibility Screening Tool
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Advocate Screening Tool
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N-400
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Fee Waiver
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Multilingual
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Workshops
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Pilot Evaluation Data: Client Profile
Age
� Under 40 (39%)
� 40 to 60 (48%)
� Over 60 (13%)
Education
� None (3%)
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� 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%)
Pilot Evaluation Data: Computer Usage
Computer usage:
� Have never used a computer (27%)
� Use a computer once a week or less (29%)
� Use a computer once a day (43%)
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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%)
Pilot Evaluation Data: CitizenshipWorks
Did someone help you?
� Yes (72%)
� No (26%)
How easy was CitizenshipWorks to use:
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How easy was CitizenshipWorks to use:
� Very easy (36%)
� Easy (53%)
� Hard (4%)
� Very hard (4%)
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
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� 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
Contact
Visit CitizenshipWorks at
www.citizenshipworks.org
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Matthew Burnett, Director
Immigration Advocates Network
LawHelp Interactive Program Manager
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LawHelp Interactive Program Manager
Pro Bono Net
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
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�A tech support center—we provide technical support
�A replication/best practices engine-we share best practices, a community of sharing
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.
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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
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What is LawHelp Interactive? For the end user:
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Advocates or self-represented litigants answer questions during an interview.
A personalized document is created from the answers.
The answers can be saved and reused.
Supports use of HotDocs™
and/or A2J Author™ interviews
Access to Justice Communities using LawHelp
Interactive as of February 2012
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Use of online forms in 2011
LHI Transaction Total
% Change
From 2010
Interviews 591,783 +44%
Assemblies 318,846 +47%
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Emails of Assembled Docs 16,692 N/A
Since 2005
� 1,708,578Interviews served
� 942,266 documents assembled
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
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� Idaho - small claims, divorce no kids
� Illinois - uncontested divorce, OP
�Maine - child support and FS calculators
As of 6/30/2011 Source Pro Bono Net, LHI Quarterly Statistics
State
Assemblies
thru Q4
% Change
From 2010
New York 84,183 58%
California 45,369 28%
Top 5 States in 2011
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Illinois 39,239 20%
Texas 31,182 735%
Idaho 21,771 4%
What other uses for What other uses for
online interviews on LHI?online 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
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� 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
Online Forms in Spanish
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Launched in 12/2010, there are now 15 active Spanish interviews. Vietnamese
and Mandarin will be launched in 2012 .
Online Forms in Spanish
Assembly in English and/or Spanish on
request
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Why Online Forms Add Value
• Standardized content
• Electronic (remote sharing)
• Information Reusable
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• Information Reusable
• Less training required
• Self navigation or less skilled worker
• Basic computer needs
Online form use improved:
�Length of Time of Workshop
�Litigant Fatigue
�Quality of Education
Legibility & Accuracy of Handwritten
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�Legibility & Accuracy of Handwritten
Forms
�Clerical Errors Causing Rejections
Workshop Model, Los Angeles
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LA Superior Court
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San Bernardino Self Help
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Court Partnerships: Law Library
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For Additional Information� Domestic Violence Petition Clinic, NLS and Orange County Superior
Court
www.courtinfo.ca.gov/programs/equalaccess/dash.htm
� Lawhelp Interactive
� http://www.probono.net/dasupport
� Or contact Claudia Johnson [email protected]
� DIY New York Courts:
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� DIY New York Courts:
� www.nycourthelp.gov
� Self Help Centers and Document Assembly (2009)
� http://lsntap.org/DOC113
� Self Represented Immigrant Network:
� http://www.selfhelpsupport.org
� Citizenship Works:
� http://www.citizenshipworks.org