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Welcome to the LSNTAP/PBN Online Intake webinar!

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A few logistics before we start…

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Online intake: The “whats” and the “whys” of online intake

August 20, 2014  

Our panel todayBob AubinParalegal and Self-Employed DeveloperBreckie Hayes-SnowDeputy Director, Legal Advice & Referral Center Joan KleinbergDirector of CLEAR/Private Bar Development, Northwest Justice ProjectEd MarksExecutive Director, New Mexico Legal Aid

Claudia Johnson (Moderator)LawHelp Interactive Program Manager, Pro Bono Net

Takeaways• Two examples in the

community• Technology• Data sharing/outcomes

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Why intake?

What is intake?

Do you qualify for this program with your problem and for what specific type of service?

Yes—how are we going to work together in providing you legal services? Retainer/conflicts/case plan

No—what can you do to help yourself—what type of information and referrals can we give you to help yourself

Pro Bono Net, NPADO 8

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Different types of “intake”• Walk in intake• Hotlines• Online intake

Not intake, but grouped as intake sometimes• Triage• Expert system• Checklists/self assessment

tools

Rules, Standards, and protocols that apply to intake depending on modality

Pro Bono Net, NPADO 10

Context/factors/incentives• Keep costs down• Internet is open 24/7. Seek help/volume up• Staff/tech resources ratio varies by modality of

intake

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Online intake

Pro Bono Net, NPADO 12

Wired Broad Band, DSL, Fiber, Cable

Wireless, hotspots, satellite

Online Intake

• No ABA standards (yet?)—but new model rules do have provisions under the competency standard

• LSC has requirements of human verification of eligibility

Pro Bono Net, NPADO 15

Model Rules 1.1 Competency (2012)

Maintaining Competence• [8] To maintain the requisite knowledge and skill, a lawyer should keep abreast of

changes in the law and its practice, including the benefits and risks associated with relevant technology, engage in continuing study and education and comply with all continuing legal education requirements to which the lawyer is subject.

Pro Bono Net, NPADO 16

LSC Program Letter

Pro Bono Net, NPADO 17

Pros of online intake

Pro Bono Net, NPADO 18

Factors for online intake•Are the case acceptance guidance stable?•Is there a solid understand of what cases get accepted by problem type?

•Is there a strong IT team?

Pro Bono Net, NPADO 19

Some examples of online intake

• Ohio (English Spanish—model for many others) http://www.lawolaw.org/

• Utah, nice handling of Kennedy amendment and verification process

• https://onlineintake.utahlegalservices.org/

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Other examples Online Intake

• Florida/Daytona (Kemps)• Detroit (Practice Manager)• TRLA (wufoo for family law cases)• Pennsylvania (runs off LHI)• NJP/portal concept

Pro Bono Net, NPADO 21

Northwest Justice ProjectOnline Intake

Washington State

Joan Kleinbergjoank@nwjustice.org

The process of development

• Articulate your goals• The logic model• The user interface

• Alternative mode of access • Triage potential callers• Provide resources

NJP’s Goals Online Intake and Triage

Branch Logic aka “The Starship Enterprise”-Allows for LPC and SLPC to be resolved.-Leads to determination of next steps (who calls who) and correct referrals and resources

You’ve got to have a system. Excel is your friend.

Policy Decisions

• What information are you comfortable gathering on-line?

• How will you make allowances for incorrect information?

• How will you handle LSC requirement to notify all applicants of grievance process?

User Interface

• Break it down to simple questions• Use plain language • Test questions and answers for ambiguity• Anticipate user questions

Online Applications

Demographics

Online intake applicants are:

50% whiter

Much, much younger

Significantly more female

About the same income distribution

Lessons Learned

To see NJP online tool:http://nwjustice.org/get-legal-help

Please use: “name Test Test” if you want to test it

Legal Advice and Referral CenterOnline Intake

New Hampshire

Breckie Hayes-Snow

Necessity – the mother of Implementation

General Timeline

• Legal Advice & Referral Center: 3/96 – today• September 2009 telephone system crash – total failure• Online intake implemented to provide access.• 2012 intake integration with NHLA• Small grant from New Hampshire Charitable Foundation to

fund new system• Collaboration to create LARCOI – launched in March 2013• NHBar Pro Bono Program adopts LegalServer in summer of

2013

Ongoing projects• Integration of intake among all three NH programs:

LARC, NHLA, NHBar• Direct transfer of cases from LARCOI to LARC, NHLA

and NHBar • Creation of additional applications

• Bankruptcy• Criminal annulment• Domestic violence (for special project)

A Developer’s Perspective on creating online intake systems

Bob Aubin

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Typical A2J Intake Configuration

• 3 logical components • Each managed/provided by a different vendor or

entity• Strict rules apply (schema, answer formats)• Someone must orchestrate how they work

together

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What Does XSLT Do?

• Converts and formats A2J .anx to .xml• Math and rounding• Variable to field mapping• Full name and full address creation• Date reformatting

• A2J date format = DD/MM/YYYY• CMS needs MM/DD/YYYY

• State abbreviations• Notes field compiling and formatting

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What Does PHP Do?• Maps to XSLT file (.anx .xsl)• Names XML file (can include applicant name)• Save and name a back-up of answer file• Redirect to a web page based on answer

pattern/area of law/location• Keep track of types of kick-outs• Create and save a survey file in a spreadsheet• Cause e-mail to be sent

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Kemp’s Case WorksA2J Interview Direct Import

Intake with No Transformation

• Raw answer file sent to CMS via a web page• Rounding, abbreviations, notes, and

formatting must be done in A2J• Dates are problematic

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Things You Have to Provide

Variable-to-Field Mapping

• Variables from A2J feed into CMS fields• Married = M• Government benefits = 153• English = en

• What variables/fields do you need?• What can schema accommodate?

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What Do You Need and Want?• Track kick-outs?• Compile survey information?• E-mail?• Redirection?• Answer file and XML file naming

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Where’s the CMS?• Colocation with web server is best• If not collocated, how will XML get to CMS?

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Summary• 3 distinct logical components• Needs orchestration to make it work together• Define your wants and needs• Valid and up-to-date schema• A2J version 4.0 for now

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Bob Aubin

NORTHCOM ASSOCIATES, LLCbob.aubin@northcomassociates.com

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New Mexico Data Sharing Project

Ed MarksNew Mexico Legal Aid

New Mexico Data Sharing Project

New Mexico Data Sharing Project

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New Mexico Data Sharing Project

New Mexico Data Sharing Project

New Mexico Data Sharing Project

Discussion/Questions?

THANK YOU FOR ATTENDING TODAY!

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Training!

Contact InformationBrian Rowe (brianr@nwjustice.org) or via chat on www.lsntap.org

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