1. Following Through by Following Up: Taking Brief Service Pro Bono to the Next Level
August 23, 2016 Allison Stiles Kristin Verrill
Welcome
Introductions of speakers

2. 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

3. 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.
Process was informal and work recorded in a three-ringed binder

4. What percentage of Atlanta Legal Aid cases are advice or brief service only?
25%
50%
75%
95%
75% of Atlanta Legal Aid Society cases are closed as advice/brief service only cases. That is A LOT of legal advice, attorney time.

5. Without a follow up call, what % of clients successfully obtaining food stamps?
25%
50%
80%
95%
The Hotline outcomes project found that clients in food stamps cases who were receiving advice and brief service only from its unit were successful at a rate of 50%.

6. With follow up assistance, what % of clients successfully obtaining food stamps?
25%
50%
80%
95%
With follow up assistance from volunteers, the Hotline found that 80% of clients they assisted successfully received food stamps.

7. 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

8. Where We Are Now… Downtown office and two county offices.
$350,000 in outcomes
350 cases received follow up
More than 400 people helped
- 9 regular, weekly volunteers engaged in half-day shifts
- Collecting data points for specific units to analyze trends or report to other funders

9. Applying this Model to Your Program
Atlanta Legal Aid
Internal Staff
Funders
Volunteers
Volunteers:
- Experienced attorneys
- Personal referrals, networking
- Value flexibility
- Approaching or in retirement
- Varying backgrounds
- Short “pitch” meetings
- One-on-one trainings work best
Internal Staff:
- Atlanta Legal Aid has 68 staff attorneys
- Handles approximately 20,000 cases each year
- Serving Metro Atlanta with 5 county offices
- Serving the state of Georgia with special projects
- Staff attorneys directly report to unit & office managers
- Practice areas vary based on unit, office, need & expertise
Funders:
- The Legal Services Corporation Pro Bono Innovation Fund – two year grant
- The UPS Foundation provides funding for support staff.
- Local organizations in support

10. Use existing infrastructure Evaluate stakeholder interests
Keys to Success:
Use existing infrastructure
Evaluate stakeholder interests
Keep it simple
Be transparent about “work in progress”
Accept feedback

11. A Place of Their Own
A Custom Homepage with a Follow Up Tab

12. Volunteers Sort by Project, Client Name, Follow Up Reason

13. How to Do It
Custom Homepage with Report Parts

14. How to Do It
Add Your Report to the Tab Block

15. A Place of Their Own
A Custom Action Menu

16. How to Do It
Add a Custom Link Box to the Action Menu in the Case Profile
Edit the profile, then the menu boxes

17. How to Do It
The Custom Link Box Contains the Processes for the Volunteers
Create a custom link box

18. A Separate Call Log System

19. How to Do It
Create a form and a process for each step:

20. How to Do It
The call log uses the Activity Block:

21. The Call Log Screen

22. The Notebook 2.0

23. How to Make the Notebook 2.0
Use lots of branch logic and custom fields

24. Staff Participation Marking Cases for Follow Up

25. How to Do It: Custom Fields and Branch Logic on Close Case Page

26. Staff Participation: Matching the follow up reason and the problem code

27. Dashboard to Track Results and Trends

28. How to Make a Custom Dashboard
Buy the right Legal Server Modules (Interactive Graphs and Charts)

29. Bonus Volunteer Training Videos
Atlanta Legal Aid’s YouTube Channel
Ready for Replication on ShareLawVideo.org

30. Questions ?