These slides go along with a webinar we held, to watch the full presentation go over to our YouTube Channel.

1. Welcome to LSNTAP’s Designing for Inclusion
in Legal Aid Technology Webinar!
August 2, 2017

2. If you joined the training via telephone, please
select Telephone and enter your audio pin if you
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We will start promptly at the hour.

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Ask a question or tell us something in the Questions
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A few logistics before we start…

4. LSNTAP is recording this training and will post it to LSNTAP.org.

5. Welcome to LSNTAP’s Designing for Inclusion
in Legal Aid Technology Webinar!
August 2, 2017

6. Mirenda Meghelli, LawHelp Interactive Program Coordinator
at Pro Bono Net
Introduction, Terminology, and
Key Concepts

7. Panelists
• Jack Haycock, Client Focused Technology Innovator,
Pine Tree Legal Assistance, Inc.
• Mirenda Meghelli, LawHelp Interactive Program
Coordinator, Pro Bono Net (moderator)
•Roger Rand, Technology Manager, Multnomah
County Circuit Court, Portland, Oregon
•Teri Ross, Interim Executive Director, Illinois Legal Aid
Online

8. Roadmap
• Introduction, terminology, and key concepts
• Using gender neutral language in client education
materials and related technology
• Inclusive design and testing: Victims Legal
Assistance Network (VLAN) Victim of Crime Portal
• Multnomah County Circuit Court: Updates to meet
the needs of a growing, diverse population
• Q&A; Discussion

9. • Diversity is variety. It the statistical presence of a variety of people or things.
• Kinds of diversity with respect to identity - racial, ethnic, gender, ability,
educational background, opinion, geographic, class, occupational, sexual
orientation, etc.
Diversity

10. Diversity (cont’d)
Source: Legal Services Corporation Office of Data Governance and Analysis; Grant Activities Report 2008-2015; http://public.tableau.com/views/ClientCharacteristics-
StateandLocalv_2notext/ProgramDashboard-ClientCharacterstics?:embed=y&:display_count=yes

11. • Inclusion is the action or state of including or of being included within a group
or structure. More than simply diversity and numerical representation,
inclusion involves authentic and empowered participation and a true sense of
belonging.
Source: Race Equity and Inclusion Action Guide: 7 Steps to Advance and Embed Race Equity and Inclusion Within Your Organization, The Annie E. Casey Foundation (2014), http://www.aecf.org/resources/race-equity-and-inclusion-action-guide/
Inclusion

12. What do we mean by Designing for
Inclusion?
• Designing for Inclusion / Universal Design: design that considers the full range of
human diversity with respect to ability, language, culture, gender, age and other
forms of human differences

13. Cultural Competency in Legal Aid
• To be culturally competent in legal aid means having the capacity to provide
effective legal assistance that is grounded in an awareness of and sensitivity to the
diverse cultures in the provider’s service area.
Source: http://povertylaw.org/sites/default/files/files/training/blst/aba_standards_-_2.4.pdf

14. Cultural Humility v. Competence
Source: http://en.wikipedia.org/wiki/Cultural_humility, citing Hook, J.N. (2013). Cultural Humility: Measuring openness to culturally diverse
clients. Journal of Counseling Psychology.

15. Designing for Inclusion in Legal Aid
Tech: An Example
• Technology
designed with
multi-lingual
functionality

16. Designing for Inclusion in Legal Aid
Tech: An Example
• Inclusive development, testing, and staffing: inclusion of diverse groups
important at each stage of tech project development particularly where the
final product is meant to meet the needs of diverse clients

17. BYE BYE
BINARY
D I TC H I N G T H E G E N D E R B I N A R Y I N YO U R C L I E N T E D
J A C K H A Y C O C K , P I N E T R E E L E G A L A S S I S T A N C E
J H A Y C O C K @ P T L A . O R G

18. GENDER WHAT?
GENDER IDENTITY 101

19. THE GENDER BINARY DEMYSTIFIED

20. WHERE
YOU
FIT
IN

21. SEEING
THE
GENDER
BINARY

22. A FEW OTHER BASICS
There is no set, definitive list of gender
identities.
You can’t see gender identity – it is how a
person feels about themself, not how they look.
Gender identity can be fluid – it can change
over time. This doesn’t mean it isn’t invalid.

23. WHAT DOES THIS
HAVE TO DO
WITH CLIENT ED?

24. YOU KNOW WHAT THEY SAY ABOUT
MAKING ASSUMPTIONS…
ASSUMING A CLIENT EXPERIENCE
Talking about parties in a divorce or
parental rights case in terms of
mother/father, husband/wife.
Asking for gender with the options
“male” and “female” on intake or
survey forms.
Unnecessarily gendering parties –
“If your landlord does x, send him/her
this letter.”
CONSEQUENCES OF THESE
ASSUMPTIONS
 Alienates clients who don’t “fit the
mold.” Goes beyond just ignoring same
sex marriage, also enforces the gender
binary.
 Forces clients to sort themselves in a
way that may dismiss their gender
identity. Might not be necessary,
anyway.
 Doesn’t actually accomplish anything.
Can be awkward or annoying to read,
write, and maintain.

25. CLIENT ED
IS FOR
OUR
CLIENTS.
ALL OF
OUR
CLIENTS

26. KICKING THE
GENDER BINARY
OUT OF YOUR
CLIENT ED
W H E R E TO S TA R T

27. DON’ T ASSUME
GENDER WITHIN
FAMILIES OR
RELATIONSHIPS

28. ALTERNATIVES TO GENDERED LANGUAGE
GENDERED L ANGUAGE
“You will need to go to
mediation with your
husband/wife.”
“If paternity is an issue in
your divorce…”
GENDER NEUTRAL L ANGUAGE
“You will need to go to
mediation with your
spouse.”
“If parentage (a question
about who is the parent of
a child) is an issue in your
divorce…”

29. DON’ T ASK
ABOUT GENDER
IN SURVEYS OR
INTAKE IF YOU
DON’ T HAVE TO
IF YOU HAVE TO
ASK, DITCH THE
BINARY

30. ALTERNATIVES TO BINARY QUESTIONS
NOT GREAT
Select one: Male
Female
Select one: Male
Female Other
“Please select your
gender”
BETTER
“How would you like us to report
your gender”
Use fill in the blank boxes instead
of limited option bubbles only
Make questions about gender
optional, if you can.
Ask for sex instead of gender, if
that’s what you have to report
on. Be flexible here, too.

31. USE “THEY”
AS A
SINGULAR
PRONOUN

32. HOW TO USE THE SINGULAR “THEY”
GENDERED L ANGUAGE
• “You should talk to her about this
before making any decisions…”
• “You can deliver the summons to
his/her home…”
• “You can ask the Court Clerk about
this. He should be able to help you
find the right courtroom.”
NON-GENDERED L ANGUAGE
• “You should talk to them about this
before making any decisions…”
• “You can deliver the summons to their
home. “
• “You can ask the Court Clerk about
this. They should be able to help you
find the right courtroom.”

33. BUT WHAT ABOUT THE GRAMMAR?!

34. LEGAL AID AND THE CASE OF THE MYSTERIOUS
GENDER NEUTRAL UMBRELLA

35. WHERE DO WE
GO FROM HERE?

36. YOU WILL
MAKE
MISTAKES -
DON’T LET THAT
STOP YOU

37. DESIGNING FOR
YOUR USERS
Case study: VOC.IllinoisLegalAid.org

38. The
next 15
minutes
• About
• Design
–User personas
–User journeys
–User testing
• Develop
• Market

39. About
Victims Legal Assistance
Network (VLAN)

40. VICTIMS OF CRIME
FY12 Demonstration Pilot Project DOJ
Legal Aid Society of Metropolitan Family Services
Wraparound services

41. AREAS OF INTEREST
Gun violence
Elder abuse & neglect
Human trafficking
Domestic abuse & sexual assault
Other crimes

42. Design
User-focused process

43. ONLINE = PERSONAL?
Validation
Hope
Control
Warm hug

44. PERSONAS
Representation of a user
Data based
Empathy | Focus | Consensus | Decisions
https://www.smashingmagazine.com/2014/08/a-closer-look-at-personas-part-1/

45. JOURNEYS
Walk in the shoes of your client / user / customer
https://www.nngroup.com/articles/customer-journey-mapping/

46. WORKSHOPS
Plan + plan more
Facilitate
Expect to be stumped
https://medium.com/@harrybr/how-to-run-an-empathy-user-journey-mapping-workshop-813f3737067

47. TESTING
Your assumptions
Your visuals
Your words
http://uxmastery.com/learn-user-testing-in-10-minutes/

48. Develop
Code

49. THE PORTAL
VOC.IllinoisLegalAid.org

50. Market
If you build it

51. Qs?
tross@illinoislegalaid.org

52. Multnomah County Circuit Court
Portland, Oregon

53. Existing Multnomah County
Courthouse – Built 1914

54. Multnomah County Circuit Court
Growing and Changing Community
Year Multnomah County Population Percent Increase
1960 522,813
1970 556,667 6.5%
1980 562,640 1.1%
1990 583,887 3.8%
2000 660,486 13.1%
2010 735,334 11.3%
2016(est) 799,766 8.8%
US Census Bureau

55. Tri County Population 2016 est
1,790,607
https://www.census.gov/quickfacts/fact/table/multnomahcountyoregon,clackamascountyor
egon,washingtoncountyoregon/PST045216

57. PV Array
• 170 Kilowatt
(DC)

59. Court Schedules and Announcements
Available on every floor

60. Building Access to Justice

61. Non-Binary Awareness
Gender Neutral Symbols for Bathrooms

62. Audio/Visual Queuing

63. Family Law Facilitation
Family Law Self-Help Center
• Family Law Wayfinding and Queuing System
• Family Law Facilitators
• Family Law Self-Help Center

64. Courtrooms
• Digital Court Schedules
• ADA Accessible
–Infrared Assisted Listening devices
–Wheel Chair Accessible: Visitors, Witnesses, Jurors
• Audio and Video Presentation
–100 inch high definition LED display
–State of the art sound system
–Video Conferencing
–Teleconferencing
–Connections built into the Counsel Tables
• Improved Security

65. Ideas and Suggestions for
Improvement
• Processes can change
• System Development and Testing
• Feedback

66. Diversity and Equity in the Workplace

67. Listening Sessions
• Panel of Chief Judges
• Offered in Community Centers

68. Opening a Dialogue about Diversity

69. Lunch and Learns
• 60 – 90 minute informative sessions
• Not Mandatory
• Topics Include
– History of Islam
– LGBTQ
– Race and the Law
– Immigration and Foreign Born Residents
– Disabilities – panel discussion
– Native American Culture
– Russian Cultural Insights

70. Mandatory Training
• Security Awareness and Personal Safety
• Trauma Informed Training
• Implicit Bias and Race Awareness

71. Thank you
Contact:
Roger.S.Rand@ojd.state.or.us

72. For More Information:
• Jack Haycock, JHaycock@ptla.org
• Mirenda Meghelli, mmeghelli@probono.net
• Roger Rand, Roger.S.RAND@ojd.state.or.us
• Teri Ross, tross@illinoislegalaid.org

73. THANK YOU FOR ATTENDING
TODAY!
More information at www.lsntap.org

74. Contact Information
Sart Rowe (brianr@nwjustice.org) or via chat on www.lsntap.org
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