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.

1. Maximzing Program
Impact Through the
Use of Technology
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Liz Keith
Matthew Burnett
Claudia Johnson
Jessica Stuart
Jillian Theil

2. Who we are
Matthew Burnett
Immigration Advocates Network Director
Claudia Johnson
LawHelp Interactive Program Manager, Pro Bono Net
Jessica Stuart
Associate Product Manager, Pro Bono Net
Jillian Theil
Program Associate, Pro Bono Net
Liz Keith
LawHelp Program Manager, Pro Bono Net
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3. Tell us about you
Photo by James Cridland on Flickr
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4. Connecting needs with technology to:
Serve more clients
Service we wouldn’t otherwise reach
Improve the quality of services
Better inform and communicate with
clients
Engage new partners and volunteer
resources
You tell us!
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5. Service delivery tools we’ll explore
Online chat SMS
E-learning tools Interactive forms
Mobile apps Multimedia
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7. Case study:
Montana Legal Services Association
75,000 people
living in poverty
11 legal aid
attorneys
4 offices
Huge, rural
service area
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8. Case study:
New York LawHelp Consortium
300+ legal
assistance programs
Diverse language
communities
Complex referral
landscape
Many individuals
facing legal
problems on their
own
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9. LiveHelp online chat
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10. Why online chat?
Complements websites
and existing services
(phone, walk-in, etc.)
Familiar
Low tech, high touch
Anonymous
Distributed – can be used,
or staffed, from anywhere
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11. How LiveHelp works
MontanaLawHelp.org LawHelp.org/NY
Staffing: internal staff & Staffing: 30+ law
AmeriCorps*VISTAs student volunteers
Cross-referrals to phone Students commit to
hotline minimum number of
hours each semester
Chats routed by
language (English and
Spanish)
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12. How LiveHelp works
• Leverages existing
online content and
resources
• Policy and content
training provided to
navigators
• Real-time support &
supervision for
navigators via IM
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13. Outcomes for clients
Increased understanding of
their issue and what needs
to be done to solve it 2011 LiveHelp usage
Greater awareness of self- 4,000+ people
help resources available served in NY
400+ served in MT
Time-savings in accessing
resources
More accurate referrals
Attitudinal outcomes
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14. Outcomes for programs
Ability to reach more – and new – clients
Better informed clients
More accurate referrals
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
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15. Other applications of online chat
Collaborative assistance models
Specialized language assistance
Assistance applying for services
Document-sharing and review
Focused consulting
Engaging volunteer resources
Other ideas?
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16. Resources
Live chat tools
LivePerson.com, Meebo.me,
Sample training materials and policies
LawHelp/NY Navigator Manual
MontanaLawHelp Navigator Manual
Volunteer Recruitment and Supervision
LawHelp/NY recruitment tips
For more information:
Liz Keith at lkeith@probono.net or @elizk
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17. Director, Immigration Advocates Network
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18. Barriers to Citizenship
Economic
Cost of filing application ($680)
Cost of legal services
Linguistic
Understanding the process and completing the
application
English test
Geographic
Access to information and services
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19. CitizenshipWorks
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20. eLearning Modules
Overview of the Naturalization Process
Overview of the Naturalization Tests
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21. Find Legal Help
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22. SMS/Text Messaging
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23. Public Eligibility Screening Tool
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24. Advocate Screening Tool
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25. N-400
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26. Fee Waiver
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27. Multilingual
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28. Workshops
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29. Pilot Evaluation Data: Client Profile
Age
Under 40 (39%)
40 to 60 (48%)
Over 60 (13%)
Education
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%)
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30. 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%)
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%)
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31. Pilot Evaluation Data: CitizenshipWorks
Did someone help you?
Yes (72%)
No (26%)
How easy was CitizenshipWorks to use:
Very easy (36%)
Easy (53%)
Hard (4%)
Very hard (4%)
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32. 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
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
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33. Contact
Visit CitizenshipWorks at
www.citizenshipworks.org
Matthew Burnett, Director
Immigration Advocates Network
mburnett@immigrationadvocates.org
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34. LawHelp Interactive Program Manager
Pro Bono Net
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35. 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
A replication/best practices engine-we share
best practices, a community of sharing
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36. 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.
• 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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38. What is LawHelp Interactive? For the end user:
Advocates or
self- A personalized
represented document is created
litigants from the answers.
answer
questions The
during an answers
interview. can be
Supports use of HotDocs™
and/or A2J Author™ interviews saved and
reused.
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39. Access to Justice Communities using LawHelp
Interactive as of February 2012
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40. Use of online forms in 2011
% Change
LHI Transaction Total From 2010
Interviews 591,783 +44%
Assemblies 318,846 +47%
Emails of Assembled Docs 16,692 N/A
Since 2005
1,708,578Interviews served
942,266 documents assembled
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41. 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
Illinois - uncontested divorce, OP
Maine - child support and FS calculators
As of 6/30/2011 Source Pro Bono Net, LHI Quarterly Statistics
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42. Top 5 States in 2011
Assemblies % Change
State thru Q4 From 2010
New York 84,183 58%
California 45,369 28%
Illinois 39,239 20%
Texas 31,182 735%
Idaho 21,771 4%
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43. What other uses for
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
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
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44. Online Forms in Spanish
Launched in 12/2010, there are now 15 active Spanish interviews. Vietnamese
and Mandarin will be launched in 2012 .
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45. Online Forms in Spanish
Assembly in English and/or Spanish on
request
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46. Why Online Forms Add Value
• Standardized content
• Electronic (remote sharing)
• Information Reusable
• Less training required
• Self navigation or less skilled worker
• Basic computer needs
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47. Online form use improved:
Length of Time of Workshop
Litigant Fatigue
Quality of Education
Legibility & Accuracy of Handwritten
Forms
Clerical Errors Causing Rejections
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48. Workshop Model, Los Angeles
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49. LA Superior Court
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50. San Bernardino Self Help
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51. Court Partnerships: Law Library
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52. 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 cjohnson@probono.net
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
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