HOW TO PULL YOUR CASE MANAGEMENT SYSTEM OUT OF THE 80’S IN 3 EASY STEPS

LSC TIG Conference, January 2013

Think about what is possible.

STEP ONE

Systems

Communication Telephone Email Instant

Messaging Social Media

Data CMS/CRM Online Intake Court E-Filing

Systems Continued . . .

Information Websites

(External) Intranet Statewide

Website Other Sites

Government, etc

Document MGT

Knowledge System Knowledge

MGT Document

Assembly Expert Systems Intelligent

Checklists

Systems Continued . . .

Financial Systems Grant MGT Accounting Pay Roll

Other Delivery Systems Client Referral

Sys Volunteer MGT Security Sys

Imagine what integration might look like

Telephone Systems Online Intake Email Social Media Volunteer MGT

GIS Big Data Integration Grant MGT Timekeeping Payroll

Accounting Knowledge MGT (Share Point/Google) Volunteer Opportunities Event MGT

Don’t Reinvent the Wheel.

STEP TWO

Case Management and SharePoint

Northwest Justice Project

Meet IKE

Legal Server Integration

The integration with Legal Server will allow: Information that is collected routinely can be

used as additional filters when searching for resources to use in a case.

Staff will be able to upload documents into IKE from LegalServer (ease of use)

Integration combines the power of Share Point with advanced search technology, with the power of our CMS, where important, usable information is stored.  

Why integrate ?

Case Info to be Pulled from LS to IKE’s Metadata Fields

Case ID Client Name County of Jurisdiction Gender Legal Problem code/Special Legal Problem

code Court Office Advocate Zip code

Standard NJP Library View

Legal Server View

Tagging Form – If posting from IKE

Create an API

Allows Legal Server to talk to IKE All documents that are shared live on the

SharePoint server (no need to share all LS docs)

Uploading while in IKE: enter LS Case # in tagging form and IKE makes the call to LS to return the designated data

If uploading from Legal Server to IKE: The tagging form will auto complete the LS fields

Consider a Consultant!

json_array (    'md5' => [RESULT_MD5_HASH],    'result' => json_array (        'status' => [STATUS_MSG],        'num_results' => [RESULTS_COUNT],        'results' => array (            1 => array (                'id' => [CASE_DB_ID],                'label' => [CASE_IDENTIFICATION]            )        )    ))That next query will look as follows:

json_array (    'md5' => [QUERY_MD5_HASH],    'query' => json_array (        'action' => 'get_matter_xml',        'matter_id' => [CASE_DB_ID],    ))

Case Management and Telephones

Montana Legal Services Association

Legal Services Alabama

Telephone Integration

Two Audiences (Advocate and Call Center)

Extension tied to the user Identify who is calling, when and what is

it related to (Based on Caller ID) Volunteer, Opposing Counsel, Case

Real Time Notification in the browser with link to Case, etc.

Telephone Integration, Cont.

Record of the call tied to the relationship (automatic or manual) Case Time Slip Volunteer Record Contact (e.g., Opposing Counsel) record

Track Call History

Telephone Integration, Cont.

Voicemail Integration List of Voicemails displays on homepage Voicemails tied to the case and/or contact

record Voice to Text Translation – store as

a .wav file and text (note) file

Telephone Integration, Cont.

Click to Dial (out) Click on a phone number and have it dial

any of your phones from: Call History Voicemail Contact Profile

Top Ten Number Called (list)

Telephone Integration, Cont.

Other Integration Points Tie Phone Reports to CMS Reports Phone Queue Overflow

Call Center Volunteer getting request to take a hotline

call in real time Online Intake Integration WebRTC

Telephone in the browser Instant Messaging Video Chat

Case Management and OnLine Intake

Northwest Justice Project

Legal Services Alabama

The NJP Landscape

NJP runs CLEAR, a statewide hotline, which screens applicants in Washington for NJP and its partners

CLEAR is open from 9:15am to 12:30pm M-F

Applicants are “screened” for financial eligibility and case priority by non- attorney screeners - helped by NJP or referred to our partners

All civil legal aid providers in WA use Legal Server

Referrals- All intake data is e-transferred using Legal Server

“Increase applicants’ access to services, the number of clients served on high-priority issues and NJP’s operational efficiency by developing and implementing a new on-line intake system.”

high-priority issues = denial of benefits and eviction and means a callback to the client

NJP’s Goal for 2010 TIG Grant

NJP’s model – A2J

Branch Logic Allows for LPC and SLPC to be resolved.Leads to determination of next steps (who calls who) and correct referrals and resources

Triage and Callback Information

Total applicants who qualified and became clients of NJP.

Applicants that did not qualify either financially or case priority

Applicants who called CLEAR & confirmed they completed online app

Applicants, not high priority, instructed to call CLEAR

Applicants who were callbacks and became clients

Applicants with high priority problems who receive NJP callback

Applicants who "probably qualify" for services (to be confirmed by screener)

Applicants who completed full or partial app online.

861

2679

624

3974

459

996

4970

8799

NJP Stats- First 9 mos.

On-Line Intake

Case Management and Pro Bono

Track all aspects of your volunteers

Cases Time Expertise Law Firms Donations Communications Training/CLE Events

Online Registration of Volunteers

Let them manage their information External Website(s)

Pro Bono Opportunities

Publish opportunities in Real Time Integrating to Law Firm Intranets Volunteers can take or inquire about a

case Cut out the middle person Automatically generate a pro bono

packet

Pro Bono Obligations

People Agree to take cases in exchange for CLE Credit

Track Obligations/Satisfaction in CMS

Communications

Track Referral Attempts VOIP Integration Track Phone Calls, emails, Etc. Social Media

Integrate helpful tools

Document Templates KM Systems Instant Messaging

Kick the Tires.

Step Three

Barriers to Integration

Technology Systems are just Systems Need to be adopted by end-users Training

Build and Maintain Systems (ongoing) Data Standards Pick Systems where people live

Security and Integration