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 • Methodology • Results • Implications p Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 1
� Res Respon p p ond d to to PA Le PA Legis g g islature’s re’s conc concer ern n about telephone-based 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 ose: Assess “Effectiveness” of this service. � Ide Ident ntify opport opportunities for for impr improv oving tele telephone-based lega d legal assi assist stance ce in Pennsylvania ◦ Study Study pur purpos ose: Assess alignment with best practices. ◦ Study Study pur purpos ose: 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 Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 2
Two M o 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 The Resource for Great Programs, Inc. Page 5 The Resource for Great Programs, Inc. Page 6 Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 3
� 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 Web Surv Web Surv Survey of urvey of the of the the 10 he 10 10 Progra 10 Progra Programs 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 Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 4
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 programs to develop templates for the use of d l l f h f 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 Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 5
� Computer-Assis mputer-Assisted T ed Telephone I lephone Inte tervie rview (C w (CATI) S ATI) Survey rvey � Ra � Ra Random samp Random samp sample sample - - 400 clients served in 2nd half of 2011 400 clients served in 2nd half of 2011 � Sa Sample stratifi stratified by: by: ◦ Pr Progr ogram 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 foreclosure...) f l ) The Resource for Great Programs, Inc. Page 11 The Resource for Great Programs, Inc. Page 12 Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 6
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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 opportun unities: s: ◦ Statewide “summit” conference ◦ Exchange visits by helpline staff ◦ Attendance at national conferences - EJC, NLADA The Resource for Great Programs, Inc. Page 26 Presentation for 2012 Equal Justice Conference; Ken Smith, Ken@GreatPrograms.org Page 13
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