Georgia Senior Legal Hotline Outcomes Study d 1. Advised client to take action 2. No outcome at time case closed
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Results Results Cli Clients t Cli Clients who took action t h t k ti For clients who took F li t h t k Fi Financial Outcomes discovered by i l O t di d b Cli Clients who said t h id surveyed Hotline recommended action, did things conducting survey Hotline was got better? helpful $166,744 one time award or amount TOTAL 174 68% (118) took the Yes 73% (86) 90% (156) clients action recommend protected surveyed surveyed Mixed 14% (17) Mixed 14% (17) An additional 11 clients (53% --9 clients--who $5,462 awarded in monthly benefits (6%) plan on taking the reported “mixed” (not counting the QIT; including action and do not need improvement said QIT the monthly amount is $45,462) further help they were still waiting for the result Annually, the benefits total $65,544 of their action of their action (not counting the QIT; including the (not counting the QIT; including the QIT, the annual amount is $545,544) No 13% (15) (60%--9 clients— who reported “no improvement” said they were still they were still waiting for the result of their action
Consumer Surveys
Did Did Did Did you ou take t k e th th the ac e acti ti tion on th th t th that th the th e Hotli H tli tline r li ne recommen mmended? d d? d? (Consume (Consumer Surve Surveys) ys) (N=63) (N=63) Response sponse Response sponse Percent Percent Coun Count 71% 45 Yes 29% 18 No Rate at Rate at which which actio action was taken was taken 66% Mail FCRA letter 62% Mail FDCPA letter 100% Mail demand letter that the Hotline wrote for me 70% Write letter to adverse party 100% Call adverse party 33% 33% File a lawsuit Fil l it 92% File an answer to a lawsuit 100% Attend Court proceeding 75% Contact HUD certified housing counselor 100% Bring notice of protected income to bank g p 75% Other 100% Consult a private attorney
Did thi d things c gs change for hange for the the better better after you took the after you took the action action that that the the Hotl tline r ine recommended? mmended? Action T tion Taken aken Yes es No Mi Mixed Mailed the FCRA letter 100% 0 0 Mailed the FDCPA letter 100% 0 0 Mailed the demand letter Hotline wrote Mailed the demand letter Hotline wrote 100% 0 0 for me Wrote a letter to adverse party 71% 15% 15% Called adverse party 75% 0 25% Filed a lawsuit Filed a lawsuit 0 0 0 0 100% 100% Filed an answer to a lawsuit 83% 0 17% Appeared in court for a legal proceeding 100% 0 0 Contacted HUD certified housing 33% 67% 0 counselor counselor Took notice of protected income to bank 100% 0 0 Other 100% 0 0 Contacted or hired a private attorney 25% 25% 50%
How Were Thin How Were Things Better? Better? The harassing phone calls/letters from debt collectors 10 stopped. 8 My contract dispute was resolved to my satisfaction. 6 Other I was able to file an answer to lawsuit/make an I was able to file an answer to lawsuit/make an 5 5 appearance in court. 5 The lawsuit against me was dismissed. My income was protected from garnishment. 4 Credit report was corrected/debt removed from credit 3 report 2 I was able to file a lawsuit by myself. 2 I filed bankruptcy and I am happy with the result. I met with a housing counselor and received 1 assistance assistance Consulted with private attorney and got the services I 1 wanted
PUBLIC BENEFITS Rates at which Specific Actions were Taken T k Number of Number of times Rate at which times client was client action was taken advised to take took the action the action 3 Contact a private attorney 3 100% Apply for benefits 33 19 58% Call or visit the agency 5 63% 8 (get/drop off information) File appeal, waiver, or request for reconsideration 8 4 50%
PUBLIC BENEFITS PUBLIC BENEFITS
# of Clients who took action For clients who took Outcomes discovered by conducting survey Clients who surveys Hotline recommended action, did things got said Hotline better? was helpful Consumer 63 45 (71%) Yes 76% (34) $112,207 debt avoided/recovery for 18 clients 57 of out 63 (1 client still plans on Mixed 16 % (7) (including 5 lawsuits dismissed after clients (90%) taking action) (5 of 7 waiting for results) filed answers; 3 corrected credit reports and 1 No 9% (4) client eligible for homeownership program) (2 of 4 waiting for results) 5 clients protected from garnishment 10 clients protected from harassing phone calls p g p 1 client delayed foreclosure and submitted HAMP application 46 27 (59%) Yes 59% (16) $3,275 monthly benefits ($39,300 annual 38 out of 46 Public Benefits (2 clients still plan on Mixed 11% (3) benefits) in 11 cases (83%) taking action) No 30% (8) $10,050 one-time benefit in 4 cases When Hotline spots When Hotline spots (7 waiting for results) (7 waiting for results) $14 overpayment waived in 1 case $14 overpayment waived in 1 case benefits issue: 56% take action. When Client calls about benefits issue: 67% take action Landlord Tenant 16 13 (81%) Yes 11 (86%) Prevented illegal evictions for 7 clients (12 13 out of 16 Mixed 1 (7%) Mixed 1 (7%) individuals) individuals) (81%) (81%) No 1 (7%) Obtained $2,187 monthly housing benefits ($26,244.00 per year) for 3 clients Improved housing conditions, $4,923 in repairs and other recovery for 4 clients (6 individuals) Power of 18 8 (44%) Yes 88% (7) 14 POAs and Advance Directives executed, 18 out of 18 (4 clients still plan on (4 clients still plan on No No 12% (1) 12% (1) valued at $1 050 (calculated under ELAP valued at $1,050 (calculated under ELAP (100%) (100%) Attorney/ Attorney/ Advance Directive taking action) rules; 14 docs @ $75 doc) Probate/ 15 9 (60%) Yes 78% (7) $38,500 amount protected/obtained 14 out of 15 Wills (4 clients still plan on Mixed 11% (1) in 2 probate cases (4 clients reported success (93%) taking action) No 11% (1) but surveyor didn’t get estimate of estate) 1 codicil executed QIT QIT 16 16 16 (100%) 16 (100%) Yes 11 (69%) Y 11 (69%) 10 li ibl f 10 eligible for M-aid benefits worth M id b fit th 16 out of 16 16 t f 16 Mixed 5 (31%) (4 approximately $40,000 per month ($480,000 (100%) waiting for decision; 1 per year) spending down assets) No 0 (0%)
Recommendations for Improving Outcomes Action or type of case Barriers -- Recommendation for improving Successful Actions and most difficult for clients demographic outcomes Practices to handle Completing FDCPA form Disabled Completing FDCPA form Disabled -Place follow up calls to disabled clients Place follow up calls to disabled clients -FDCPA letters bring relief FDCPA letters bring relief Consumer Consumer letters -Answers to collections lawsuits Filing a pro se lawsuit result in dismissals (written materials very helpful) Public Benefits Understanding and Disabled -Place follow up calls to all client for -Identifying eligibility for food applying for Lives alone QMB/SLMB and partner with GaCares stamps, QMB, “other” benefits QMB/SLMB and Q -Advise on one benefit at a time; advice ; (LIHEAP, etc). ( , ) veterans benefits letters should address one issue at a time. Filing appeals and -Draft “generic” veterans benefits letter waivers to encourage referrals to VSOs; place follow up calls -Clients need help filing appeals. Discuss findings with full service legal aid offices Landlord Tenant Writing repair request to Disabled -Develop simple form letter that client -Mailing summary of law and/or send to landlord can use to request repairs. letter client can show landlord -In general, need to send written summary of advice Power of Attorney/ Most difficult form to Living alone -Place follow up calls to all clients -Instruction letter very helpful Advance Directive understand was the financial power of -Discuss findings with full service legal attorney aid offices No one action stood out Disabled No change recommended Probate/ as “too difficult” Wills QIT None None No change recommended -Trustee instruction letter very helpful p
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