Using video technology to improve access to justice in RRR areas Reflections & opportunities Kate Gauld (Solicitor, Redfern Legal Centre) Dan Jacobs (Project Officer, National Pro Bono Resource Centre)

National Pro Bono Resource Centre  National centre of expertise  Grows capacity of the Australian legal profession to do pro bono legal work  Policy and research work (no front line service delivery)

Redfern Legal Centre  Providing legal services since 1977  Case work: DV, credit & debt; tenancy & housing; police & government accountability; employment; discrimination & human rights; international student advice clinic  CLE, policy & law reform action

About the pilot projects Regional Legal Assistance Program

What we will cover today 1. Assumptions on the benefits and challenges 2. What we actually found were the benefits and challenges 3. Case studies from our experience 4. Practical tips for setting up a video-conferencing service

Assumptions: Benefits Clients and lawyers can see each other Communication improved by being able to gauge body language and facial expression It is more cost-effective than providing in- person services in RRR areas by avoiding time and costs associated with travel Clients will benefit from accessing webcam from their own home The NBN!

Assumptions: Challenges Setting up the technology Clients reluctant to use the technology and uncomfortable with video

What NPBRC found: Benefits Training and mentoring to build the capacity of local service providers was more successful than one-on-one service provision Development of pro bono relationships through the pilot projects led to longer term and more general support for the RRR service provider

What RLC found: Benefits Both solicitors and clients generally prefer webcam to phone Access to interpreters beneficial to Armidale and Coffs Harbour Generally people prefer the assistance of a ‘middle man’ Unintended uses within the organisation Webinars

What NPBRC found: Challenges Lack of familiarity with the technology amongst service providers meant they were reluctant to use it Some clients were uncomfortable with the technology, but on the whole they reported positive experiences with it Double-handling inefficiencies as a result of having two sets of lawyers involved at the pro bono and client ends Lack of funding required to maintain the technology and provide technical support and training

What RLC found: Challenges What is a legal problem? Variable web connection speeds Rolling out effective procedures to enable easy bookings Volunteer / staff / student turn-over Lack of ‘on the ground’ presence

Case studies Partnership between Redfern Legal Centre and Coffs Harbour Neighbourhood Centre

Case studies Partnership between Redfern Legal Centre and University of New England International Students

Practical planning tips Technical & practical assistance with set up, maintenance and training (particularly for service providers) Confidentiality: who’s using what computer, shared screens Support for clients with both the use of technology and understanding the advice Pro bono partnership - discuss and agree on a plan For more information, see National Pro Bono Resource Centre’s recent paper The use of video conferencing technology to provide pro bono assistance to self-represented litigants in regional, rural and remote Australia, available on the Centre’s website.

Q & A