Date post: | 27-Jan-2015 |
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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