1. Albuquerque, NM January 12, 2011

2. Language Access to Court Forms Online forms for LEP court users created by courts and in partnerships with legal aid non profits Claudia Johnson Program Manager LawHelp Interactive Pro Bono Net cjohnson@probono.netcjohnson@probono.net 509-396-7934

3. Plain Language Court Orders Compliance: Idea from the SRLN Compliance Working Group TIG submitted by TRLA 2010 CA and TX courts Written court orders enhance compliance Would plain English orders enhance compliance? Would translated orders enhance compliance?

4. Texas and California Court Orders Texas DV and Sexual Assault orders eviction orders, child support, child custody orders Drafted by the County Attorney and signed by the court CA: Order issued for cases with custody and visitation issues FL-107: order to show case, order to do orientation and order to meet with Family Services Order is issued by the clerks at the filing

5. CA Order

6. Team Law Librarian in Travis County Court Clerk Office and Self help Center in Sonoma County Plain Language and Spanish Interpreter-Trascend Cognitive Linguist Expert Template Developer team-Capstone Independent Evaluator-NPC Research Program Manager

7. English, Plain English and Spanish Will print court orders and instructions in English, plain English and Spanish The court order will stay in the court approved language but versions in plain English and Spanish will be available at the request of the parties The interview will be in Plain English and in Spanish

8. Steps 1.Create English interviews 2.Review with local experts 3.Create list of questions 4.Translate to Plain English 5.Translate to Plain Spanish 6.Review by Cognitive Linguist 7.Incorporate into interview

9. LawHelp Interactive in Spanish

11. Litigant selects language of docs

12. County Attorney selects documents

13. States with bilingual pro se forms Idaho Georgia New York Minnesota Colorado Illinois

14. New York Courts Spanish Child Support Instructions New York Courts have automated 13 forms The child support order form is very popular Used 26,609 times in 2010—assembled about 5200 per Quarter Instructions added in Spanish

17. Words users of LawHelp Interactive Forms Use to describe their experience

18. Resources: Self Help Centers, Forms, self represented litigants, and email groups: http://www.selfhelpsupport.org Document Assembly Support Webpage http://www.probono.net/dasupport DIY New York Courts: www.nycourthelp.gov National Language Advocacy Network http://www.probono.net/nlaan Document Assembly Support Webpage http://www.probono.net/dasupport Contact: Claudia Johnson Program Manager, LawHelp Interactive, Pro Bono Net cjohnson@probono.netcjohnson@probono.net 509-396-7934

19. LawHelp.org/NY www.LawHelp.org/NY www.LawHelp.org/NY We have a Spanish url so we can be found by Spanish speakers on Spanish search engines: www.ayudalegalny.org Access to Justice = Language Access

21. This is the opening page of the how-to-use LawHelp/NY video in Spanish

22. There are Know Your Rights resources in 34 languages in addition to English and Spanish. This is the list:

23. For example, with the help of law student interns, we translated the navigation and resource titles into Chinese

24. For some legal listings, we were able to add info in Spanish and Russian

25. and Chinese

26. Throughout the site, we added Language Access Rights resources

27. Using pro bono lawyers, we rewrote the new NYC language access rights rules into plain language and had them translated into the five official NYC languages other than English

28. Multilingual LiveHelp Thanks to a grant from TIG, we brought on line LiveHelp in English and Spanish.. It is staffed by pro bono law students, pro bono lawyers and other volunteers—52 volunteers in 2010. 3,520 chats Future collaboration: LIFT

29. Search Engine Optimization and Marketing With a TIG grant that began January 2010, we developed search engine optimization and marketing strategies for English & Spanish sites. We combined natural search strategies (eg key word, tagging, linking, etc.) with paid marketing We used the paid marketing for Spanish search engines for: www.ayudalegalny.orgwww.ayudalegalny.org We developed a toolkit for replication and lessons learned for statewide website community

30. Advertising

31. LawHelp/NY Promotional Fliers

32. Multilingual Fliers

33. Gainesville Regional Office Gainesville, GA Augusta Regional Office Augusta, GA Macon Regional Office Macon, GA (yellow area) Savannah Regional Office Savannah, GA Waycross/Brunswick Regional Office Waycross, GA Georgia Legal Services Program ® Dalton Regional Office Dalton, GA Piedmont Regional Office Atlanta, GA Columbus Regional Office Columbus, GA Albany Regional Office Albany, GA Valdosta Regional Office Valdosta, GA (purple area)

34. LEP Agent Routing Spanish speaking clients call into offices Call are then routed/ transferred to the Agent group via local office receptionist LEP Reps log in to the LEP agent group using the call managers that is installed on their desktop Agents receive calls based on which agent has been the most unavailable Callers may leave voice messages if both agents are unavailable. Intake and other information recorded in Legal Server.

35. LEP Agent queue call flow Diagram Transfer to LEP line Receptionist receives calls Is this a Spanish speaking client Perform prescreen Yes No Is agent available Send to voicemailPerform Prescreen

36. Cheap and Easy Technology Plus Staff Transformed GLSP’s Spanish Intake Program Statewide Joseph Mays, GLSP Director of Information Technology Lisa Krisher, GLSP Director of Litigation (and Manager of SIP)

37. STAFF Two paralegals in different offices with local management support One very part-time manager attorney in another office

38. EXISTING TECHNOLOGY CPU, monitor and keyboard Shoretel phone as part of VIOP system Web-based case management program Legal Server

39. PURCHASES FOR TWO PARALEGALS A second monitor ($99.00) Video card for second monitor ($49.00) Headset ($249.00) Agent Extension for phone ($150.00) Total cost for each $547.00 x 2 = $1097.00

40. . Legal Aid Foundation of Los Angeles Asian/Pacific Islander Community Outreach Unit

41. 7 different substantive areas of law 6 different offices Centralized Intake Welcome Message in 8 languages 6 bilingual Spanish/English Receptionists Intake Screeners: Substantive Area of Law

42. API Unit History 1980s1990s2000s  Low API numbers  Task Force formed  Community Clinics  Bridge Project  Language lines  API Community Attorney  Full-fledged unit within LAFLA  Increased staff, clinics, lines  Formal collaborations with other groups

43. Language Lines Cantonese, Mandarin, Korean, Vietnamese, Japanese, Khmer Community Clinics Chinatown, Koreatown, Little Tokyo, Long Beach Cambodian Community, KABA, SCCLA, JABA Direct Referrals/Collaborations From shelters and community-based organizations through formal and informal collaborations API Unit: An Entry Point

44. Language Lines Unit (API Unit) Intake  Korean (323) 801-7987  Cantonese/Mandarin (323) 801-7912  Khmer (562) 304-2523  Vietnamese (323) 801-7923  Japanese (323) 801-7913

45. Community Clinics Every 1 st & 3 rd Friday 3-5 pm at Chinatown Service Center 767 N. Hill St. 4 th Fl, LA (213) 808-1700 Cantonese/Mandarin Every 1 st & 3 rd Wednesday 2-4 pm at KYCC / KAC / KAFSC 3727 W. 6 th St.,3rd Fl., LA (213) 365-7400 / (213) 365- 5999 (213) 389-6755 Korean KABA Every 2 nd Tuesday 6:30 – 8:30 pm at LAFLA 1102 Crenshaw, LA (323) 801-7987 Korean Every Tuesday 10 am –5 pm at CAA 2501 Atlantic Ave. Long Beach (562) 424-6105 (562) 304-2523 Khmer Every 4 th Friday 10am-12pm at LTSC 231 E. 3 rd St. #G104, LA (213) 473-1602 Japanese Koreatown Clinics Chinatown Clinics SCCLA Every 3 rd Wednesday 6:30 – 8:30pm at AYC 232 W. Clary Ave. San Gabriel (323) 801-7912 Cantonese/Mandarin Little Tokyo Clinic Cambodian Clinic Every 4 th Thursday 1:00 – 4:00 pm at KRC 900 Crenshaw, LA (323) 937-3718 Korean

46.  Directing attorney (Korean)  Family/immigration law attorney (Korean)  P/T attorney (Chinatown clinics) (Mandarin)  P/T Trafficking Outreach Paralegal (Korean)  Outreach Coordinator (LB) (Khmer)  Legal Secretary (Korean)  12 – 15 P/T Law Students and Volunteers (Korean, Cantonese, Mandarin, Japanese, Vietnamese) Who We Are

47. Community Outreach Ethnic Media Outreach –Newspaper Articles –Press Conferences –Television/radio Regular meetings with CBOs, local groups, consulates Town hall meetings Community fairs

48. Thank You!