USES OF TECHNOLOGY IN CENTRALIZED TELEPHONE INTAKE AND DELIVERY SYSTEMSPrepared by:
750 First Street; Washington, D.C.; 20002-4250
The Legal Services Corporation funds five programs that began operating
centralized telephone intake and delivery systems in 1996.(1) The programs are:
The Volunteer Lawyers Project serves a large urban area of the state.
The other four programs are statewide. Each of these programs, and many others around the country, have
designed and implemented intake systems that result in improved access,
better quality, more timely and more responsive services for a large
number of clients. We are including for this Conference a brief description of the
programs' uses of technology in their intake and delivery systems. This
summary is not meant to be exhaustive, but rather provides some examples
of ways that programs are applying technology. In a later report, we will
describe the operations of these five intake systems in more detail,
discussing various approaches to client access, staffing, development of
resource and educational materials, referrals, training, quality control,
assessment, and client satisfaction. We also include a list of resource persons, at the programs and at the
Corporation, and encourage you to contact these persons. USES OF TECHNOLOGY IN CENTRALIZED TELEPHONE INTAKE AND DELIVERY SYSTEMS Overview The following is an overview of centralized intake technology at five
legal services programs: All of the programs use local area networks that give their advocates
access to the client intake program. Three of the programs use Novell as their networking software, one uses
Windows NT and one uses LANtastic. The programs using Novell software
expressed satisfaction with its use. Four of the programs use only pentium computers with at least 16
megabytes of memory, one program uses mostly 486 machines. Most of the programs use Windows 95 as their operating platform. The
program with 486 machines uses Windows 3.1. Three of the programs use Novell GroupWise E-mail, one uses Microsoft
Office E-mail, and one uses Microsoft Exchange E-mail. Three programs use an E-mail system which is also used by other legal
services providers in their state or area, allowing them to send and
receive information without the use of conversion and decoding tools. Staff from each program use headsets and store statistical and case
information directly in the case management data base. All of the programs give advocates the capacity to fax from their
desks, although advocates tend to use traditional fax machines. Each program uses a different client intake system, with two of the
programs having developed their own systems, at a substantial expense.
None of the programs has found the "ideal" software. The programs tend to take a functional approach to computer training, stressing training on the client intake program since advocates use it much more than any other software application. Two of the programs have part-time computer responsible people. In one
case, the computer responsible person is full-time and also works with
other programs. In the other case, the computer responsible person is also
a case handler. The other three programs contract for computer maintenance
but have someone on staff who does some troubleshooting. Several programs give advocates access to automated legal research
materials like statutes and regulations from their workstations. However,
the programs tend to rely more on internally developed substantive law
manuals. One of the programs gives all advocates access to the Internet, and
another is moving purposefully in that direction. All of the programs use sophisticated telephone systems with an auto
attendant and voice mail. One program purchased very sophisticated
reporting software with its phone system that it uses in its day-to-day
operations. Most of the programs were either in the process of, or seriously considering, setting up a web site. Statewide Legal Services of Connecticut, Inc. (SLS) Local Area Network SLS operates a local area network ("network") using Windows NT. The
network has 30 workstations which operate Windows 95. The Windows NT
software requires that each work station be individually configured, which
can be time consuming. Maintenance and periodic upgrades are also done at
each workstation. Network applications are loaded, configured and
maintained at the file server only. The SLS workstations were purchased from Gateway 2000 and have
performed well. The workstations are Pentium 75 MHz machines with 16
megabytes of memory. They do not have CD ROM. The workstations do not
require large hard drives because the software is loaded on the network.
Each of the workstations is configured the same so that they can be
interchanged if needed. SLS recommends that workstations be stored on
portable computer carts so that they can be easily moved around. Staff
have access to CD ROM, modems, and fax capability through the network. Software SLS uses the Wamsutta Cases program for its intake, timekeeping and pro bono functions. Other applications used include Word, R&R Report Writer, Access and Excel. The SLS workstations came with Microsoft's Office Professional Suite, and they use the Office E-mail program for intra-office mail. SLS is just now beginning to explore the use of E-mail to communicate with other programs in Connecticut. SLS has the ability to provide staff with Internet access from their desk tops, but has chosen to load the software on selected machines. SLS uses a network fax software program that allows staff to fax cases and other documents from their work stations. Training While SLS did not have much time to train staff to use the network,
most already had experience on other types of networks. Staff had also
received prior training in the use of the Cases program on stand-alone
computers. SLS provided extensive training on the client intake
application and basic training on other applications, including Windows
95, Microsoft Word and Office E-mail. Basic training included starting and
exiting programs, using the mouse, creating documents and handling E-mail.
Additional training in these areas has been provided on an ongoing basis.
Legal Materials Available From Work Stations SLS provides staff with access to various legal materials in electronic form from individual work stations, including the Connecticut statutes. Computer Responsible Person For the first six months of operation, SLS had a full time computer responsible person (CRP) in the office. SLS now has two full time CRPs on staff, with much of their time contracted out to other legal services programs. Just over 1/3 of a full-time equivalent CRP is required for SLS. The CRPs dedicate much of their time to network administration and training, while SLS staff handle other computer functions. The CRPs are not responsible for the operation of the telephone system. Telephones When clients call SLS for assistance, they are routed and queued by the
phone system, first to screeners and then to advocates via automated call
distribution (ACD). SLS uses a sophisticated Executone telephone system
with an auto attendant and voice mail and a function that allows the
program to set intervals between calls to advocates. SLS purchased a
reporting module for the system that monitors telephone utilization in
real time and generates detailed reports on past use. The system gives SLS
control over how calls are routed to staff. SLS has taken the time to
learn how to use the system to its advantage and how to generate reports
that are useful in helping it make decisions about how its intake system
should be staffed. Plans for the Future Over the next year, SLS is considering using E-mail for communications
with other legal services providers and with pro bono attorneys, and will
investigate establishing a web site. Legal Services Law Line of Vermont, Inc. (Law Line) Local Area Network Law Line has a nine station LANtastic network. Eight of the work
stations are 486 systems; the other workstation is a pentium. The client
data base is maintained on a separate pentium. The LANtastic network
software requires that each workstation be individually configured.
Advocate work stations use Windows 3.1 and do not have CD ROM. The work
stations have 8 megabytes of memory. Software Law Line uses Paradox for its client data base, client case notes,
letter writing, conflict checks, activity reports and timekeeping. The
cost of creating and maintaining this custom written application is about
$25,000. All advocates have access to the Internet. Law Line uses Word
Perfect 6.1 for Windows and GroupWise for E-mail, which is also used by
the offices of Vermont Legal Aid. Advocates can send and receive E-mail
and faxes from their workstations. Training Law Line did not conduct a formal general training for staff nor were staff sent to computer training seminars. Training was task-specific to the advocate and centered largely around the intake program and E-mail, the programs that staff use the most. Legal Materials Available from Work Stations Advocates have access to legal materials through the Internet. Law Line does not have a law library on CD ROM. Computer Responsible Person Law Line contracts with an outside person for computer support. Law Line's Executive Director and its Office Manager trouble-shoot where they can. Telephones Law Line uses the Meridian system. The system has an auto attendant and
voice mail. Currently, Law Line has a receptionist who answers the main
telephone number. It uses the auto attendant for non-client telephone
calls, from courts, attorneys, advocates, social service agencies, etc.
Law Line used a consultant to help set up the system. Law Line cautions
programs to make sure that all of its telephone numbers can roll over from
one to another. Plans for the Future Law Line will add memory to all of its workstations. It will continue
to revise and polish its Paradox program. Law Line will convert Paradox
from a DOS platform to a Windows platform, and will use the occasion for
general training on using Windows. Law Line is considering constructing a
web site and is looking at modifications to its telephone system. Legal Advice and Referral Center
Local Area Network LARC-NH uses a 16 workstation Novell network. Three workstations are
150 MHz pentiums with 32 megabytes of memory . The other computers are 75
MHz pentiums with 16 megabytes of memory. All of the workstations operate
using Windows 95. They do not have CD ROM. The computer responsible person
has a 17" monitor (as contrasted with a more typical 15" monitor). LARC-NH
hired a consultant to install and set up the network. Software LARC-NH uses the Neighborhood Legal Services (NLS) intake system but is
preparing to switch to Kemp's Clients for Windows. It uses Word. Staff can
fax from their desks. LARC-NH uses Microsoft Exchange for E-mail, which is
also used by the offices of New Hampshire Legal Assistance. Not all
advocates have access to the Internet from their workstations. However,
there is also a central Internet connection in the library. Training LARC-NH staff received computer training from an outside source. Staff
may enroll in computer training on an "as needed" basis. Money is budgeted
for these trainings. Legal Materials Available from Work Stations LARC-NH has the New Hampshire statutes on a CD. Advocates access it
through the network. Computer Responsible Person A staff member serves as the network administrator and is designing the
program's web site. He spends 1/4 to 1/3 of his time on those duties. With
the rest of his time, he is a case handler. Telephones Client calls are routed and queued to advocates based on the type of legal problem, using the ACD feature. If an advocate is not available after a designated time in the queue (presently 10 minutes), the system prompts the caller to leave a message for a return call. LARC-NH pre-determines the maximum number of messages the system will accept. The system advises callers to call back if the message bank is full. LARC-NH purchased its Executone telephone system. It did not purchase
some of the reporting and monitoring options that SLS purchased.
Nevertheless, the system records useful telephone usage data such as the
number of calls received within certain time periods and the number of
calls received daily by advocate. Plans for the Future LARC-NH is switching to Kemp's Clients for Windows, and is in the process of building a web site on the Internet. Legal Advocacy & Resource Center (LARC-Boston) Local Area Network LARC-Boston has twelve stations on a Novell network. Eleven
workstations are equipped with 75 MHz pentiums with 16 megabytes of
memory. The other workstation has a pentium pro with 32 megabytes of
memory, for generating data reports in Lotus Notes. All workstations use
Windows 95 and have a CD ROM drive. Software LARC-Boston uses Word Perfect for Windows for word processing and
GroupWise E-mail to network with many other legal services providers in
the area that also use GroupWise. This E-mail system allows other agencies
to easily transmit client referrals to the LARC-Boston attorney public
group and quickly communicate changes in intake protocols. LARC-Boston's intake system was developed locally and is custom written
in Visual Basic and Lotus Notes. Staff have fax capability from their
workstations. LARC-Boston encourages clients and advocates to fax
documents and client referrals directly to it. Internet access is
currently available from one workstation. Training To the extent possible, LARC-Boston uses in-house expertise for staff
training purposes, and uses outside training resources when necessary Legal Materials Available from Work Stations LARC-Boston provides automated legal research materials such as
statutes and regulations at advocate workstations, and is interested in
expanding its library of automated research materials. Computer Responsible Person LARC-Boston has found a number of advantages in contracting for network
and computer maintenance. The Executive Director serves as the in-house
trouble-shooter. Telephones LARC-Boston contracts for the use and maintenance of its phone system
and hardware. It uses twenty telephones. Callers are queued to
workstations using ACD. Over the next year, LARC-Boston plans to purchase
its own telephone system, which will include advanced messaging options,
added voice mail capabilities, greater control of incoming calls and
queued calls, options to improve bi-lingual services, and greater ability
to provide client information recordings while clients are on hold. Plans for the future LARC-Boston is exploring use of the Internet as a means for enhancing
client services and for client access. It plans to raise funds to purchase
a telephone system. Northwest Justice Project
Local Area Network: NJP's central office, which includes the CLEAR hotline and its Kings
County office, has a Novell 4.1 network with 31 workstations. (NJP's 9
field offices have Windows NT networks and Internet access and use
Microsoft Office Suite). All computers are pentiums using the Windows 95
operating system. The workstations are Dell, the server an HP. There are
three high speed HP5 Si shared printers. All staff have access to WESTLAW,
a CD library and the Internet from their workstations. Internet access is
gained through an ISDN line. The CD tower holds 7 CDs with both state and
federal resources. There are also two computers available for staff to
network from home using PC Anywhere (branch offices use these computers to
dial in to the main office network and drop off advocates' timekeeping
files). NJP has a tape backup with rotating nightly tapes. While staff have the capacity to fax from their workstations, regular
fax machines are generally used. A toll-free fax machine is available for
clients to fax documents to CLEAR advocates at no telephone expense to the
client. NJP sent a questionnaire to other providers (including its field
offices), asking the types of legal services provided and the types of
referrals they would accept. This information was entered in a data base,
which is continually updated. In making referrals, CLEAR advocates search
the data base (for type of problem and location), determine whether the
client's problem fits within the provider's specific referral criteria,
and if so, make the referral. Software NJP uses the Microsoft Office Suite on the network including Word7.0,
Excel, Access and PowerPoint, and uses GroupWise for E-mail. Each project
in the Seattle office has its own public group and can share relevant
information easily. CLEAR advocates use GroupWise to keep up on day to day
changes in referral information. CLEAR has been using TurboCases as its intake software. It was decided
that, although this was a DOS based software, it would allow CLEAR to
start up quickly. NJP is now investigating a more advanced software
package, and considering having an off the shelf package customized for
its use. It is looking at ProLaw, and is awaiting results from the
Michigan programs which have begun implementing it. Training Staff were trained on TurboCases for three days and on Windows 95 and
Word prior to commencing intake. Staff had used WP 5.1 previously, but it
was not made available on any computers. Training requests are generally
approved if relevant. Legal Materials Available From Workstations Advocates have access to NJP's CD ROM library from their workstations.
The library includes federal and state cases and statutes, and the State
Administrative Code. Non-legal referral materials will soon be available
electronically. Computer Responsible Person The Director of Administration is responsible for NJP's technology
planning and maintenance. She trouble-shoots the network, the phone and
voice mail systems and the software for the Seattle office, and answers
technical questions from the branch offices. She has taken an introductory
Novell Administrators course. NJP has contracted with a local computer
maintenance firm that assists with major problems and extensive changes
and upgrades to the system. Telephones NJP presently uses an older Toshiba digital phone system with 12 ports
of voice mail and an ACD. It is now receiving proposals for a new phone
system. The new phone system will have a 12 or 16 port voice mail system
and an ACD which will allow CLEAR to give more information to callers,
give the caller more choices regarding holding or leaving a message, allow
bi-lingual advocates more flexibility and afford the ability to make
changes instantly. The "real time" reporting module will be helpful for
tracking statistics and for future planning. NJP presently has one
24-channel T-1 line, and will probably add a second one with the planned
expansion. Future Plans Once CLEAR selects the case management software it will use for its
intake system, NJP will use this software statewide in the branch offices
for conflict checks (presently done in Word), case management and
timekeeping. A long term goal is to transmit all referral forms, case
notes, etc. electronically, rather than by fax. The Washington State Bar is developing an extensive web site, on which
the Access to Justice community will have a page. NJP anticipates posting
CLEAR's legal information materials here for public use, as well as
posting volunteer opportunities and other information regarding legal
services delivery to the low income community. Resource List
1. LARC-Boston has operated a hotline for 14 years, but began doing so as part of an LSC-funded program in 1996. This summary was prepared with the assistance of James Morrissey, working as a consultant for LSC. |