how to pull your case management system out of the 80’s in 3 easy steps lsc tig conference,...
TRANSCRIPT
HOW TO PULL YOUR CASE MANAGEMENT SYSTEM OUT OF THE 80’S IN 3 EASY STEPS
LSC TIG Conference, January 2013
Think about what is possible.
STEP ONE
Systems
Communication Telephone Email Instant
Messaging Social Media
Data CMS/CRM Online Intake Court E-Filing
Systems Continued . . .
Information Websites
(External) Intranet Statewide
Website Other Sites
Government, etc
Document MGT
Knowledge System Knowledge
MGT Document
Assembly Expert Systems Intelligent
Checklists
Systems Continued . . .
Financial Systems Grant MGT Accounting Pay Roll
Other Delivery Systems Client Referral
Sys Volunteer MGT Security Sys
Imagine what integration might look like
Telephone Systems Online Intake Email Social Media Volunteer MGT
GIS Big Data Integration Grant MGT Timekeeping Payroll
Accounting Knowledge MGT (Share Point/Google) Volunteer Opportunities Event MGT
Don’t Reinvent the Wheel.
STEP TWO
Case Management and SharePoint
Northwest Justice Project
Meet IKE
Legal Server Integration
The integration with Legal Server will allow: Information that is collected routinely can be
used as additional filters when searching for resources to use in a case.
Staff will be able to upload documents into IKE from LegalServer (ease of use)
Integration combines the power of Share Point with advanced search technology, with the power of our CMS, where important, usable information is stored.
Why integrate ?
Case Info to be Pulled from LS to IKE’s Metadata Fields
Case ID Client Name County of Jurisdiction Gender Legal Problem code/Special Legal Problem
code Court Office Advocate Zip code
Standard NJP Library View
Legal Server View
Tagging Form – If posting from IKE
Create an API
Allows Legal Server to talk to IKE All documents that are shared live on the
SharePoint server (no need to share all LS docs)
Uploading while in IKE: enter LS Case # in tagging form and IKE makes the call to LS to return the designated data
If uploading from Legal Server to IKE: The tagging form will auto complete the LS fields
Consider a Consultant!
json_array ( 'md5' => [RESULT_MD5_HASH], 'result' => json_array ( 'status' => [STATUS_MSG], 'num_results' => [RESULTS_COUNT], 'results' => array ( 1 => array ( 'id' => [CASE_DB_ID], 'label' => [CASE_IDENTIFICATION] ) ) ))That next query will look as follows:
json_array ( 'md5' => [QUERY_MD5_HASH], 'query' => json_array ( 'action' => 'get_matter_xml', 'matter_id' => [CASE_DB_ID], ))
Case Management and Telephones
Montana Legal Services Association
Legal Services Alabama
Telephone Integration
Two Audiences (Advocate and Call Center)
Extension tied to the user Identify who is calling, when and what is
it related to (Based on Caller ID) Volunteer, Opposing Counsel, Case
Real Time Notification in the browser with link to Case, etc.
Telephone Integration, Cont.
Record of the call tied to the relationship (automatic or manual) Case Time Slip Volunteer Record Contact (e.g., Opposing Counsel) record
Track Call History
Telephone Integration, Cont.
Voicemail Integration List of Voicemails displays on homepage Voicemails tied to the case and/or contact
record Voice to Text Translation – store as
a .wav file and text (note) file
Telephone Integration, Cont.
Click to Dial (out) Click on a phone number and have it dial
any of your phones from: Call History Voicemail Contact Profile
Top Ten Number Called (list)
Telephone Integration, Cont.
Other Integration Points Tie Phone Reports to CMS Reports Phone Queue Overflow
Call Center Volunteer getting request to take a hotline
call in real time Online Intake Integration WebRTC
Telephone in the browser Instant Messaging Video Chat
Case Management and OnLine Intake
Northwest Justice Project
Legal Services Alabama
The NJP Landscape
NJP runs CLEAR, a statewide hotline, which screens applicants in Washington for NJP and its partners
CLEAR is open from 9:15am to 12:30pm M-F
Applicants are “screened” for financial eligibility and case priority by non- attorney screeners - helped by NJP or referred to our partners
All civil legal aid providers in WA use Legal Server
Referrals- All intake data is e-transferred using Legal Server
“Increase applicants’ access to services, the number of clients served on high-priority issues and NJP’s operational efficiency by developing and implementing a new on-line intake system.”
high-priority issues = denial of benefits and eviction and means a callback to the client
NJP’s Goal for 2010 TIG Grant
NJP’s model – A2J
Branch Logic Allows for LPC and SLPC to be resolved.Leads to determination of next steps (who calls who) and correct referrals and resources
Triage and Callback Information
Total applicants who qualified and became clients of NJP.
Applicants that did not qualify either financially or case priority
Applicants who called CLEAR & confirmed they completed online app
Applicants, not high priority, instructed to call CLEAR
Applicants who were callbacks and became clients
Applicants with high priority problems who receive NJP callback
Applicants who "probably qualify" for services (to be confirmed by screener)
Applicants who completed full or partial app online.
861
2679
624
3974
459
996
4970
8799
NJP Stats- First 9 mos.
On-Line Intake
Case Management and Pro Bono
Track all aspects of your volunteers
Cases Time Expertise Law Firms Donations Communications Training/CLE Events
Online Registration of Volunteers
Let them manage their information External Website(s)
Pro Bono Opportunities
Publish opportunities in Real Time Integrating to Law Firm Intranets Volunteers can take or inquire about a
case Cut out the middle person Automatically generate a pro bono
packet
Pro Bono Obligations
People Agree to take cases in exchange for CLE Credit
Track Obligations/Satisfaction in CMS
Communications
Track Referral Attempts VOIP Integration Track Phone Calls, emails, Etc. Social Media
Integrate helpful tools
Document Templates KM Systems Instant Messaging
Kick the Tires.
Step Three
Barriers to Integration
Technology Systems are just Systems Need to be adopted by end-users Training
Build and Maintain Systems (ongoing) Data Standards Pick Systems where people live
Security and Integration