pro bono innovation - enhanced services
TRANSCRIPT
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Following Through by Following Up: Taking Brief Service Pro Bono to the Next Level
August 23, 2016
Allison StilesKristin Verrill
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Enhanced Services Project
• Pro Bono Innovation Fund grant, in November 2014
• Pro bono volunteers make follow up telephone calls
• Brief service & advice-only clients
• Additional or repeated advice to clients, identify cases that need more assistance & collect outcomes
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History of Enhanced Services at Atlanta Legal Aid• In 2010, the Georgia Senior
Legal Hotline completed an outcomes study
• Advice/brief service clients had low success rates
• Clients not calling back for more help
• Hotline asked volunteers to call clients, provide assistance & record an outcome.
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What percentage of Atlanta Legal Aid cases are advice or brief service only?a) 25%b)50%c) 75%d)95%
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Without a follow up call, what % of clients successfully obtaining food stamps?
a) 25%b)50%c) 80%d)95%
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With follow up assistance, what % of clients successfully obtaining food stamps?
a) 25%b)50%c) 80%d)95%
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• 2-year Pro Bono Innovation Fund grant from LSC• Formalize the follow up process• Incorporate it into existing case management
database• Expand scope • Replicable model for other programs
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Where We Are Now…
• Downtown office and two county offices.
• $350,000 in outcomes
• 350 cases received follow up
• More than 400 people helped
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Applying this Model to Your Program
Atlanta Legal Aid
Internal Staff
FundersVolunteers
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Keys to Success:
• Use existing infrastructure
• Evaluate stakeholder interests
• Keep it simple • Be transparent
about “work in progress”
• Accept feedback
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A Place of Their Own• A Custom Homepage with a Follow Up Tab
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Volunteers Sort by Project, Client Name, Follow Up Reason
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How to Do It• Custom Homepage with Report Parts
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How to Do It• Add Your Report to the Tab Block
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A Place of Their Own• A Custom Action Menu
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How to Do It• Add a Custom Link Box to the Action Menu in the Case
Profile
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How to Do It• The Custom Link Box Contains the Processes for the
Volunteers
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A Separate Call Log System
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How to Do It• Create a form and a process for each step:
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How to Do It• The call log uses the Activity Block:
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The Call Log Screen
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The Notebook 2.0
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How to Make the Notebook 2.0• Use lots of branch logic and custom fields
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Staff ParticipationMarking Cases for Follow Up
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How to Do It: Custom Fields and Branch Logic on Close Case Page
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Staff Participation: Matching the follow up reason and the problem code
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Dashboard to Track Results and Trends
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How to Make a Custom Dashboard• Buy the right Legal Server Modules (Interactive Graphs
and Charts)
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Bonus Volunteer Training VideosAtlanta Legal Aid’s YouTube Channel
Ready for Replication on ShareLawVideo.org
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Questions
?