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Maximizing What You Have: Using Your Case Management System to Support Innovation and Planning

Maximizing What You Have: Using Your Case Management System to Support Innovation and Planning. 2008 Equal Justice Conference Presenters: Cynthia Vaughn, OLAF Kelly Shuptrine, VLAS Claudia Johnson, PBN Glenn Rawdon, LSC. Three ways to get the most out of intake:

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Maximizing What You Have: Using Your Case Management System to Support Innovation and Planning

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  1. Maximizing What You Have:Using Your Case Management Systemto Support Innovation and Planning 2008 Equal Justice Conference Presenters: Cynthia Vaughn, OLAF Kelly Shuptrine, VLAS Claudia Johnson, PBN Glenn Rawdon, LSC

  2. Three ways to get the most out of intake: • Since Intake is the gateway to justice, open that gate as wide as possible • Ohio Online Intake System • Once through the gate, get what we need to help them • VLAS use of Case Management System • Use that information to its fullest effect • Bay Area Legal impact work

  3. Innovations in Intake - Ohio EJC 2008 Cynthia Vaughn Draft March 28, 2008

  4. Legal Aid of Western Ohio (LAWO) Current Intake System • Walk-in • Hotline • Web-based

  5. Legal Aid of Western Ohio (LAWO) Current Intake System (continued…) • Nearly 9,000 online applications in 2007 • Web makes up approximately 30% of all intake traffic

  6. LAWO’s A2J Intake TIG • Legal Aid of Western Ohio (LAWO) submitted a $30,000 TIG application in 2007 in order to: • Provide the opportunity for all providers to “share” in the intellectual capital and investment made by Iowa and LSC; • Provide Ohio’s legal services providers with 24/7 online intake capabilities via a link through the LAWO website, as well as the Ohio Legal Services statewide website; • Provide people in need with the ability to contact legal aid at all hours of the day and night.

  7. Ohio’s Replication of Iowa’s A2J Intake Template

  8. The “Script”… • The script from Iowa’s initiative was used as the “starting point” for the Ohio intake initiative. • Modified as needed, with input from Legal Aid Line intake staff and LAWO attorneys. • The script will be reviewed by all participating Ohio programs and will be edited based on the individual intake process for each program.

  9. LAWO’s A2J Intake TIG • User will complete the interview. • The information gathered from the interview will be passed to Legal Aid Line’s Pika case management system by utilizing a custom-written piece of code called a “transform” that converts the .anx file to a .php file.* *Transform written by John Mayer, Computer-Assisted Legal Instruction

  10. LAWO’s A2J Intake TIG(continued…) • Intake staff can then review the case before it is accepted into the program’s Pika case management system by utilizing a piece of code called “Case Q”, developed through a TIG granted to Michigan Legal Services. • Checks for conflicts and confidentiality issues. • Follows the same intake process as the Hotline.

  11. A2J Guided Interview for Intake (.a2j files) Case Management System Data Collection 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

  12. Ohio Web Intake

  13. Access through Ohio Legal Services Statewide Website • Link for LAWO (and other participating providers) will be available under the “Find Ohio Legal Help” directory section of the Ohio Legal Services website. Click here to complete the online intake application

  14. Project Management • Best practices in project management will be applied to all stages and phases of the Ohio A2J Intake project. • Actively using: • Microsoft Project • Issue Tracker (Kaivo tool) • GoToMeeting / GoToWebinar • Other: Poverty Law Survey Tool

  15. LAWO A2J Intake Project Plan

  16. Advantage of A2J IntakeTime Savings • It is estimated that once fully implemented, the A2J Intake tool will save the client information gathering step; thus, shortening the intake process by 15-20 minutes, per client. • A2J Intake will be available 24/7, which provides potential clients with a way to contact legal services outside of regular business hours; thus, potentially reducing the amount of call traffic (and waits on hold).

  17. LAWO A2J Intake Project Plan (continued…)

  18. Resources Involved in the Ohio LAWO A2J Intake Project • Ed Marks, Litigation Director, Legal Aid of Western Ohio • Debra Jennings, Managing Attorney, Legal Aid Line of Western Ohio • LAWO staff and Statewide Intake Staff • Cynthia Vaughn, Ty Acker, Jeffrey Fortkamp, Ohio Legal Assistance Foundation • Rachel Medina, Chicago-Kent College of Law • John Mayer, Center for Computer-Assisted Legal Instruction • Will Shryock, Network Administrator, Advocates for Basic Legal Equality (ABLE) • Teresa Green, Technology Support, Advocates for Basic Legal Equality (ABLE) • Eve Ricaurte, Iowa Legal Services • Steve Gray, Michigan Legal Services

  19. Questions?Contact Information:Cynthia VaughnOhio Legal Assistance FoundationPhone: (614) 728-6930Email: cvaughn@olaf.org

  20. Innovations in Intake Getting the most out of your CMS Kelly Shuptrine Virginia Legal Aid Society (VLAS)

  21. Innovations to Intake - VLAS Who are we? VLAS is one of 10 legal service programs in VA; cover 10,000 square miles with 5 offices, 13 attorneys Why did we want to change? help more people, more consistency, and more quality control; increase time spent on complex cases How did we accomplish it? LawLine (LL) – centralized intake advice hotline & our CMS

  22. Innovations to Intake – VLAS Results? Closing almost double the number of cases since before LawLine 2004: 2350 cases 2007: 4515 cases Extended Service cases: 2006 : up 12% with three fewer advocates 2007: about the same as before LL but with four fewer advocates Consistent advice, intake, and high quality service

  23. The Power of CMS(Case Management Systems) • PBI • Client intake questions and FAQ’s • Agency referrals • Document Assembly • Call backs

  24. Kemps Clients for Windows

  25. Pro Bono Referrals Katherine Ezell, winner of the 2006 Tobias Simon Pro Bono Service award in Florida

  26. Include Counties and Subjects

  27. Find a Lawyer

  28. Lawyers Found!

  29. The connection is made!

  30. Intake and Advice System

  31. Problem codes

  32. National Index Codes

  33. FREQUENTLY ASKED QUESTIONS

  34. FREQUENTLY ASKED QUESTIONS

  35. Adding the Agency Information

  36. Document Assembly

  37. Access it within the program

  38. Choose a letter or an envelope

  39. Choosing a PBI letter

  40. Sample letter

  41. Call Back Systems

  42. Call Back Systems

  43. Questions?Contact Information:Kelly Shuptrine Virginia Legal Aid Society, Inc. Phone: (434) 455-3095Email: kelly@vlas.org

  44. From Intake System to Systemic Advocacy Claudia C. Johnson

  45. An intake system that incorporates technology Will give you added ability to do systemic work: • Volume • Diversity of client population • Farther geographical reach • Ease of access

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