Presentation for 2012 Equal Justice Conference; Ken Smith, - - PDF document

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Presentation for 2012 Equal Justice Conference; Ken Smith, - - PDF document

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A Presentation for the 2012 Equal Justice Conference by Ken Smith Ken Smith and Kelly Thayer Kelly Thayer The Resource for Great Programs, Inc. The Resour Thursday, May 17, 2012 Thursday, May 17, 2012 Jacksonville, FL Purpose

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Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 1

A Presentation for the 2012 Equal Justice Conference by Ken Smith Ken Smith and Kelly Thayer Kelly Thayer The Resour The Resource for Great Programs, Inc. Thursday, May 17, 2012 Thursday, May 17, 2012 Jacksonville, FL

  • Purpose
  • Methodology
  • Results
  • Implications

p

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Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 2

Res

Respon

  • nd

d to to PA Le PA Legis islature’s re’s conc concer ern n about telephone-based p g p g p advice...50 percent of all cases

  • Issu

Issue w was s flagged in flagged in legislat legislative audit audit of $11 million/year Access to Justice Act funding program

  • Study

Study pur purpos

  • se: Assess “Effectiveness” of this service.

Ide

Ident ntify opport

  • pportunities for

for impr improv

  • ving tele

telephone-based lega d legal assi assist stance ce in Pennsylvania

  • Study

Study pur purpos

  • se: Assess alignment with best practices.
  • Study

Study pur purpos

  • se: I.D. “low-hanging fruit” for improving effectiveness.

The Resource for Great Programs, Inc. Page 3 10

10 progr programs in the in the Stud Study (highlighted in map) in map)

The Resource for Great Programs, Inc. Page 4

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Two M

  • Major

jor Elements: ements:

“Bes

“Best Practi t Practices” s” assess assessment based on:

ABA Standards...LSC Guidelines Research results – e.g., 2002 Hotline Study

Cli

Client Surv Survey

40 clients from each of (10) programs – 400 total

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Asse

Assess ssment Frame Framework: k: LSC Guidelines for Phone-Based Assistance (Supplemented with research results) pp

Met

Method: Self-Asses f-Assessment ment by 10 programs of Alignment in five “Performance Areas:”

  • Client Access
  • Staffing
  • Decisions on Assistance
  • Technology.
  • Quality of Services

The Resource for Great Programs, Inc. Page 7 Methods

thods f for Collecting D ecting Data:

  • Web

Web Surv urvey of the he 10 10 Progra Programs

  • Web

Web Surv Survey of

  • f the

the 10 10 Progra Programs

Checklist of best practices

  • Na

Narrative rrative self-assessment b ssessment by 10 p programs rams

Examples of how best practices are applied Opportunities for improving system performance

The Resource for Great Programs, Inc. Page 8

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The Resource for Great Programs, Inc. Page 9

Aut Automated docum d document nted assemb assembly progra programs save save staff staff time time. . LASP LASP uses Hot Docs and ATJ software d l l f h f programs to develop templates for the use of staff and callers. These templates allow the staff to generate customized letters to callers following telephone advice and brief service. Others provide self-help materials for callers with Others provide self help materials for callers with certain landlord/tenant issues.

The Resource for Great Programs, Inc. Page 10

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Computer-Assis

mputer-Assisted T ed Telephone I lephone Inte tervie rview (C w (CATI) S ATI) Survey rvey

Ra

Random samp sample 400 clients served in 2nd half of 2011

Ra

Random samp sample -

  • 400 clients served in 2nd half of 2011

Sa

Sample stratifi stratified by: by:

  • Pr

Progr

  • gram

m (40 clients apiece – 10 programs)

  • Phone

Phone vs. In In-P

  • Per

erson son service

  • Advi

Advice ce-Onl nly vs. Br Brief Ser Service

  • Legal P

Legal Problem lem (for example: custody; rental landlord-tenant; mortgage f l ) foreclosure...)

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Telephone-based in

lephone-based intake a take and l legal l assistance is stance is a core re element o ement of legal a l aid practice i tice in Pennsylvania sylvania.

The natio

e national support effort is support effort is wo workin rking.

  • g. PA’s success

demonstrates the impact of 2 decades of research, training and technical assistance by the national community.

Telephone-based le

lephone-based legal l assistance is stance is effe ffective. ctive.

  • Programs are applying best practices.
  • Clients are getting good outcomes

Clients are getting good outcomes.

  • Access is dramatically improved.
  • Clients are being served who could not otherwise get legal

help.

The Resource for Great Programs, Inc. Page 25 Co

Concre rete ex exam

  • amples. The Study has highlighted “Methods That

Work” in place in Pennsylvania programs. p y p g

Models f

dels for replica ication.

  • ion. By replicating Methods That Work,

Pennsylvania programs can improve results for clients.

Cross fertili

Cross fertilizati tion opport

  • pportun

unities: s:

  • Statewide “summit” conference
  • Exchange visits by helpline staff
  • Attendance at national conferences - EJC, NLADA

The Resource for Great Programs, Inc. Page 26