innovations in technology-enabled pro bono

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Innovations in Technology-Enabled Pro Bono

October 15, 2014

Presenters Paul HaidleDirector, Volunteer Attorney Program, New Mexico Legal AidRic MorganAttorney, Ric N. Morgan, LLCBeth AndersenAttorney, Johnson & Associates, Attorneys at Law, PCTony LuCitizenship Works Project Coordinator, Pro Bono NetBrian HoughtonLitigation Projects Manager, Law Help OntarioClaudia JohnsonLawHelp Interactive Program Manager, Pro Bono Net

Moderated by:Adam FriedlProgram Manager, Pro Bono Net

Road Map

1. Technology-Enabled Pro Bono Initiatives• Virtual Legal Fairs• Virtual Pro Se Clinics• CitizenshipWorks 2.0• “Ticketing” for Pro Bono Volunteers• LawHelp Interactive

2. Questions & Discussion of Common Themes

Takeaways• Emphasis on content, not location

• Two-way communication between lawyers and clients

• Combination of automated and human-based guidance

• Efficient volunteer management

• Forms and e-filing

USING TECHNOLOGY TO BRIDGE THE RURAL JUSTICE GAP

Paul HaidleDirector, Volunteer Attorney Program, New Mexico Legal Aid

The Problem: Lack of Access to Civil Legal Aid


The Solution: A Virtual Legal Fair


Steps to a Successful Rural Clinic

- Identify communities in need and potential host sites

- Identify stakeholders in the community

- Advertising for volunteers and clients (flyer, PSA,

etc.)

- On site screening of legal issues

- Technology “dry run”


Technology Considerations for a Virtual Clinic

- Internet connectivity- Wireless availability- Privacy concerns- Choosing the appropriate technology- Client/Attorney familiarity and comfort level


VIRTUAL PRO SE CLINIC (VPC)

CONCEPT PRESENTATION

Ric MorganAttorney, Ric N. Morgan, LLC

Beth AndersenAttorney, Johnson & Associates, Attorneys at Law, PC

VIRTUAL PRO SE CLINIC

Concept:

- Free monthly clinics link parties without an attorney

to counsel over the internet.

- Held at local public libraries across Colorado


Plan:Combine:

Technology & ‘in place’ public

resources

Volunteer attorneys statewide

Partnerships with local communities

Rely on existing public infrastructure

VIRTUAL PRO SE CLINICGoals:

• Capitalize on existing public infrastructure investments

• Use technology to secure broader public engagement

• Mobilize volunteer attorneys effectively and efficiently

• Enhance coordination between public service organizations

• Develop practical strategies and tools to lessen the Court’s

pressing resource problems

VIRTUAL PRO SE CLINICSPHASE I: Proof of Concept

Interactive video interface & screen-sharing capability & guided internet touring Via ‘skype-like’ computer link no cost to clinic participants

ATTORNEY IN OFFICE

Springfield Library, Baca county

Testbed Development:

• Baca County VPC• Montrose County VPC• Montezuma County VPC

SINCE 2013

VIRTUAL PRO SE CLINICS

PHASE I: Proof of Concept

VPC Relies On Building Partnerships:

- Clinic schedule set & published locally

- Local librarians open the link connection

- Local Court & Bar Association help with court procedures

- Interactive computer link via Zoom software interface

One-on-one attorney dialogue & instant access to:

State Judicial forms & Instructions

Supplemental materials

Electronic downloading & storage

Printers

Since2013

VIRTUAL PRO SE CLINICSPhase II Preliminary Fielding: 1 Jan 14

• Six additional Counties - total of nine counties statewide

• Notionally: local VPC Coordinator, working with 4 volunteer

attorneys who staff the local VPC clinic (9 hrs/yr for each attorney)

• Requires an effective coordination/calendaring tool

• Monthly press notices by VPC Coordinator

SAMPLE FLYER :

LA PLATA COUNTY

VIRTUAL PRO SE CLINICSSAMPLE MONTHLY PRESS ANNOUNCEMENT TO LOCAL NEWS OUTLETS:

JANUARY 21, 2014 NEW FREE LEGAL CLINIC : FIRST COME, FIRST SERVED; ALL FREE FREE LEGAL CLINIC - Free legal clinic at your Salida Regional Library TUESDAY JANUARY 21, 2014 from 3:00 PM to 6:00 PM in SALIDA A free legal clinic for parties who have no attorney, will be featured from 3:00 PM - 6:00 PM on the THIRD TUESDAY of each month at the Salida Regional Library at 405 “E” St, Salida, CO 81201. By computer link, volunteer attorneys will answer questions, help fill out forms, and explain the process and procedure for all areas of civil litigation, including family law, property law, probate law, collections, appeals, landlord-tenant law, small claims, veterans issues, and civil protection orders. Walk-ins are welcome, and everyone will be helped on a first-come, first-served basis.

Upcoming 2014 dates are: January 21, February 18, March 18, April 15, May 20, June 17, July 15, August 19, September 16, October 21, November 18, December 16.

CHAFFEE COUNTY

CHAFFEE COUNTY

VIRTUAL PRO SE CLINICSSAMPLE MONTHLY PRESS DISTRIBUTION: Logan County

Newspapers:Journal-Advocate South Platte SentinelYuma Pioneer Brush News Tribune Akron News ReporterHaxtun Fleming Herald Radio:KSIR Radio 1010

Logan County CommissionersSheriff’s Office Veterans Office

Logan County Chamber of Commerce

SterlingSterling PoliceSterling City Office Family Resource Center Northeastern Junior College

Fleming Town HallPeetz Town Hall Merino Town Hal

Logan County CourtsChief Judge District & County Judges Clerk of the CourtFamily Court Facilitator SRLC

President - 13th JD Bar Association

Colorado Legal Services

St Anthony Catholic Church & School

Calvary Baptist Church

Prince of Peace Episcopal Church

Sterling Foursquare Church

VFW Post 3541

American Legion Post 134

Lions Club

High Plains Sexual Assault Center

VIRTUAL PRO SE CLINICSPhase III: Build-Out

ATTORNEY IN OFFICEINTERACTIVE VIDEO CONFERENCE

W/LINKED WEB-BASED SUPPORT

VOLUNTEER ATTORNEYSWORKING FROM THEIR OWN LAW OFFICES, ORGANIZED BY 22 JUDICIAL DISTRICTS, DELIVERING FREE PRO-SE SERVICES AT LOCAL LIBRARIES

STATE-WIDECOUNTY LIBRARIES

COUNTY LIBRARIES

Timeline TBD

VIRTUAL PRO SE CLINICS

PHASE III Build-Out:

• Fully sustainable with 250 volunteer attorneys

• Operating from anywhere in Colorado; all 64 counties

• Uses existing infrastructure in local public libraries

• Volunteer attorneys never have to leave their office

• Local Bar Associations & courts represented

• Feedback from the Courts on VPC effectiveness


Summary:

Free monthly clinics for self-represented litigants that

combine:

- Technology; Volunteer attorneys; Local partnerships

Start small, build towards state-wide capability

Phase I: proof of concept with 3 counties in May 2013

Phase II: preliminary fielding in 9 counties in Jan 2014

2015 expansion: 11 more counties in Jan 2015

Technology-enabled Pro Bono in Naturalization and

Immigration

Tony LuProduct Manager

• Group Processing• New Collaborations• Citizenship Centers

• Office Kiosks• Classroom Integration• Remote Service

Current Pro Bono in Naturalization

• Immigration Attorneys in short supply

• Non-immigration attorneys – limited ability to assist

Citizenshipworks 2

Expert System and Contextual Info

• Structured guidance for Pro Bono attorneys

• Information when it’s most needed

Pro Bono Attorney Accounts

• Advocate Interface

• Limit access to only assigned clients

Pro Bono From Your Desk

Overview of LHO’s Ticket System

• Law Help Ontario

• Remote Assistance Project (Launched 2012)

• Ticket System (Launched 2013)

• The Basics of our Ticket System

Summary

• Opening a Ticket

• Managing and Closing Tickets

• Private Comments

• Adding Files

• Reports

• Canned Responses

Considerations

• “Off the Shelf” or “Customized” Solutions• Cost

• Programming or Technical Experience

• Internal or External

• Security Issues: HTTPS, Storage

WHAT?! TECHNOLOGY IN PRO BONO LEGAL SERVICES – OF ALL

PLACES?

Boston MA 2013

Claudia JohnsonPro Bono NetLawhelp [email protected]

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.

Definition of the digital divide

“The gap or imbalance…between those who have access to Information and Communications Technology and also to the unequal access to resources. The digital divide can exist between those living in rural areas and those living in urban areas, between the educated and uneducated, between economic classes, and on a global scale between more and less industrially developed nations.”

Information and Communication Technology for Development (ICT4D)

Innovation within Legal Community

What are other states doing in reaction to these changes/ new trends on how people communicate, search for information, and prefer to work?

The “bread and butter” tools:

1. A good website that allows for anonymous searching and use

2. Web chat/hotline/sms texting—some way to “talk”

3. Online forms—to do self directed check lists/triage or to create forms (pro bono/advocate)

4. Videos and visual/graphical representations of complex processes, instructions, “what if” type information

5. Smart use of social media and other types of sites

Multiple Doors: Examples NY and WA

WA mobile!

2013 2012

Growth in PA, Florida, Michigan, CT, SC, Alaska, Hawaii,UtahDeclines in Idaho, Arkansas,KY,Tennesse, WA, WVA

LHI Heat Map--Interviews

Standardized content Electronic (remote sharing) Information Reusable Less training required

◦ Self navigation or less skilled worker Basic computer needs Can create and edit from ANYWHERE there is internet!

Why On-Line Forms Add Value

LawHelp Interactive—what it is

Advocates or self-represented litigants answer questions during an interview.

A personalized document is created from the answers.

Integrations:E fileFax and FileUse through CMS

Online Forms/LawHelp Interactive

• Support• Resources• Online Forms

Area specific Mini portals

• Pool together multiple types of resources in an area of high demand

• Includes videos, resources, forms

• SEO enabled

Grouping under one banner

FEMA Appeals

Web Chat-integrated into delivery system

• Provides virtual, live assistance for website visitors

• Helps visitors find information, forms and referrals

• Staffed by legal aid staff, Americorps volunteers, volunteer attorneys and law students

• Uses LivePerson software (ASP)

SMS Texting to find hard to reach communities

New partners: Libraries

• Ubiquitous and community-based

• Large audience within target demographic

• Increasingly an access point for government and civic services

• Complementary services and infrastructure Free computers, Internet access and training

Enhanced referenced services

Trained knowledge specialists

• ILAO started opening self-help centers in 2006

• 99 of Illinois’s 102 counties have Legal Self-Help Centers

99 are Internet based 80+ are in public

libraries 26 are at courthouses

Legal Self-Help Centers

3 ID Theft Forms being shared Nationally Using LawHelp Interactive

Identity Theft Interactive Forms

Letter to Creditor - Use this interactive interview for responding to someone collecting a bill that is in your name, but a bill you did not authorize.

Letter to Debt Collector - Use this interactive interview for responding to a company or law firm that is aDebt Collector,or collecting a bill that is in your name but you did not authorize.

Letter to Credit Bureau - Use this interactive interview to create a letter to aCredit Bureau,seeking investigation and removal from your credit report of items that are the result of identity theft.

http://www.idaholegalaid.org/SelfHelp/IDTheft/Letter_To_Creditor

http://www.idaholegalaid.org/SelfHelp/IDTheft/Letter_To_Debt-Collector

http://www.idaholegalaid.org/SelfHelp/IDTheft/Letter_To_Credit-Bureau

ID Theft LHI forms project

• 3 letters based on FTC forms—all ID theft related• Partnership with Kansas Legal Services and Maryland Victims of Crime

Resource Center

E-filing and those without lawyers

E-filing friendly forms and process

Pro Bono Net/LawHelp Interactivee-filing Projects

• NY Courts—pilot in the Bronx—advocates are pre-filing DV petitions

• In Riverside—litigants print form from LHI and then fax and file into court’s system—DV form

• In Minnesota, building an end to end first efiling went in 12/30/2013! Two forms, civil harrassment form and DV petition.

Knight Cities Challenge

Other ideas/projects

Resources

Goals for Tech-Enabled Pro Bono

Pro bono programsNew pathways for volunteers to learn about and engage in your programs

Pro bono lawyersEnhanced support, access to expertise, and new forms of volunteering

ClientsGreater resources and efficiencies; increased services to underserved clients and communities

What does the (not so distant) future hold?• More sophisticated & tailored case

marketing and matching • Auto-generated personalized referral

packets for volunteers (drawing on statewide website content & automated forms)

• Virtual law office platforms with secure client and volunteer portals (e.g. RocketLawyer) to provide unbundled or full services

• Your ideas?

Discussion/Questions?

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