Maximizing program impact with tech (part I) - Keith

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

[email protected]

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