This document summarizes an online webinar about online intake for legal services. It provides instructions for joining the webinar via phone or internet. It then introduces the panelists who will discuss examples of online intake systems used in New Hampshire and New Mexico. Other topics covered include the benefits and challenges of online intake, how to design online intake forms and processes, and a developer's perspective on creating online intake systems and ensuring the different components work together.

1. Welcome to the LSNTAP/PBN Online Intake
webinar!
If you joined the training via telephone, please click
on the telephone symbol and select “Call by
phone” and follow the instructions.
If you joined with a microphone and headset or
speakers (VoIP), please click on the telephone
symbol and select “Call via the internet”
We will start promptly at the hour.

2. A few logistics before we start…
If you joined the training via telephone, please click
on the telephone symbol and select “Call by phone”
and follow the instructions.
If you joined with a microphone and headset or
speakers (VoIP), please click on the telephone
symbol and select “Call via the internet”
Ask a question or tell us something in the Comment
box.
PLEASE PLACE YOURSELF ON MUTE.

3. LSNTAP is recording this training and will post it to LSNTAP.org.
An email with a link to this information will be sent out to the
LSTech listserv once it has been posted.

4. Online intake: The “whats” and the “whys”
of online intake
August 20, 2014

5. Our panel today
Bob Aubin
Paralegal and Self-Employed Developer
Breckie Hayes-Snow
Deputy Director, Legal Advice & Referral Center
Joan Kleinberg
Director of CLEAR/Private Bar Development, Northwest
Justice Project
Ed Marks
Executive Director, New Mexico Legal Aid
Claudia Johnson (Moderator)
LawHelp Interactive Program Manager, Pro Bono Net

6. Takeaways
• Two examples in the
community
• Technology
• Data sharing/outcomes

7. 7
Why intake?

8. What is intake?
Do you qualify for this program with your problem and for what
specific type of service?
Yes—how are we going to work together in providing you legal
services? Retainer/conflicts/case plan
No—what can you do to help yourself—what type of
information and referrals can we give you to help yourself
Pro Bono Net, NPADO 8

9. 9
Different types of “intake”
• Walk in intake
• Hotlines
• Online intake
Not intake, but grouped as
intake sometimes
• Triage
• Expert system
• Checklists/self assessment
tools

10. Rules, Standards, and protocols that
apply to intake depending on
modality
Pro Bono Net, NPADO 10

11. Context/factors/incentives
• Keep costs down
• Internet is open 24/7. Seek help/volume up
• Staff/tech resources ratio varies by modality
of intake
11

12. Online intake
Pro Bono Net, NPADO 12

13. Wired Broad Band, DSL, Fiber, Cable

14. Wireless, hotspots, satellite

15. Online Intake
• No ABA standards (yet?)—but new model
rules do have provisions under the
competency standard
• LSC has requirements of human verification of
eligibility
Pro Bono Net, NPADO 15

16. Model Rules 1.1 Competency (2012)
Maintaining Competence
• [8] To maintain the requisite knowledge and skill, a lawyer should keep abreast of
changes in the law and its practice, including the benefits
and risks associated with relevant
technology, engage in continuing study and education and comply
with all continuing legal education requirements to which the lawyer is subject.
Pro Bono Net, NPADO 16

17. LSC Program Letter
Pro Bono Net, NPADO 17

18. Pros of online intake
Pro Bono Net, NPADO 18

19. Factors for online intake
•Are the case acceptance guidance stable?
•Is there a solid understand of what cases get
accepted by problem type?
•Is there a strong IT team?
Pro Bono Net, NPADO 19

20. Some examples of online intake
• Ohio (English Spanish—model for many
others) http://www.lawolaw.org/
• Utah, nice handling of Kennedy amendment
and verification process
• https://onlineintake.utahlegalservices.org/
20

21. Other examples Online Intake
• Florida/Daytona (Kemps)
• Detroit (Practice Manager)
• TRLA (wufoo for family law cases)
• Pennsylvania (runs off LHI)
• NJP/portal concept
Pro Bono Net, NPADO 21

22. Northwest Justice Project
Online Intake
Washington State
Joan Kleinberg
joank@nwjustice.org

23. The process of development
• Articulate your goals
• The logic model
• The user interface

24. NJP’s Goals Online Intake and Triage
•Alternative mode of access
• Triage potential callers
• Provide resources

25. Branch Logic aka “The Starship Enterprise”
-Allows for LPC and SLPC to be resolved.
-Leads to determination of next steps (who calls who) and correct referrals and
resources

26. You’ve got to have a system.
Excel is your friend.

27. Policy Decisions
• What information are you
comfortable gathering on-line?
• How will you make
allowances for incorrect
information?
• How will you handle LSC
requirement to notify all
applicants of grievance
process?

28. User Interface
• Break it down to simple questions
• Use plain language
• Test questions and answers for ambiguity
• Anticipate user questions

29. Online Applications

30. Demographics
Online intake applicants are:
50% whiter
Much, much younger
Significantly more female
About the same income distribution

31. Lessons Learned

32. To see NJP online tool:
http://nwjustice.org/get-legal-help
Please use: “name Test Test” if
you want to test it

33. Legal Advice and Referral
Center
Online Intake
New Hampshire
Breckie Hayes-Snow

34. Necessity – the mother of
Implementation

35. General Timeline
• Legal Advice & Referral Center: 3/96 – today
• September 2009 telephone system crash – total failure
• Online intake implemented to provide access.
• 2012 intake integration with NHLA
• Small grant from New Hampshire Charitable Foundation to
fund new system
• Collaboration to create LARCOI – launched in March 2013
• NHBar Pro Bono Program adopts LegalServer in summer of
2013

36. Ongoing projects
• Integration of intake among all three NH programs:
LARC, NHLA, NHBar
• Direct transfer of cases from LARCOI to LARC, NHLA
and NHBar
• Creation of additional applications
• Bankruptcy
• Criminal annulment
• Domestic violence (for special project)

43. A Developer’s Perspective on
creating online intake systems
Bob Aubin

44. 44

45. Typical A2J Intake Configuration
• 3 logical components
• Each managed/provided by a different vendor or
entity
• Strict rules apply (schema, answer formats)
• Someone must orchestrate how they work
together
45

46. 46

47. 47

48. 48

49. 49

50. What Does XSLT Do?
• Converts and formats A2J .anx to .xml
• Math and rounding
• Variable to field mapping
• Full name and full address creation
• Date reformatting
• A2J date format = DD/MM/YYYY
• CMS needs MM/DD/YYYY
• State abbreviations
• Notes field compiling and formatting
50

51. What Does PHP Do?
• Maps to XSLT file (.anx  .xsl)
• Names XML file (can include applicant name)
• Save and name a back-up of answer file
• Redirect to a web page based on answer
pattern/area of law/location
• Keep track of types of kick-outs
• Create and save a survey file in a spreadsheet
• Cause e-mail to be sent
51

52. Kemp’s Case Works
A2J Interview Direct Import
52

53. Intake with No Transformation
• Raw answer file sent to CMS via a web page
• Rounding, abbreviations, notes, and
formatting must be done in A2J
• Dates are problematic
53

54. 54

55. 55

56. 56

57. 57

58. 58

59. Things You Have to Provide
59

60. Variable-to-Field Mapping
• Variables from A2J feed into CMS fields
• Married = M
• Government benefits = 153
• English = en
• What variables/fields do you need?
• What can schema accommodate?
60

61. What Do You Need and Want?
• Track kick-outs?
• Compile survey information?
• E-mail?
• Redirection?
• Answer file and XML file naming
61

62. Where’s the CMS?
• Colocation with web server is best
• If not collocated, how will XML get to CMS?
62

63. Summary
• 3 distinct logical components
• Needs orchestration to make it work together
• Define your wants and needs
• Valid and up-to-date schema
• A2J version 4.0 for now
63

64. Bob Aubin
NORTHCOM ASSOCIATES, LLC
bob.aubin@northcomassociates.com
64

65. New Mexico Data Sharing
Project
Ed Marks
New Mexico Legal Aid

66. New Mexico Data Sharing Project

67. New Mexico Data Sharing Project
.

68. New Mexico Data Sharing Project

69. New Mexico Data Sharing Project

70. New Mexico Data Sharing Project

71. Discussion/Questions?

72. THANK YOU FOR ATTENDING TODAY!
Be sure to check out www.lsntap.org for
information regarding the next LSTNAP Community
Training!

73. Contact Information
Brian Rowe (brianr@nwjustice.org) or via chat on www.lsntap.org
Don’t forget to take our feedback survey!