1. Policy Research Shop Support for the Policy Research Shop is provided by the Ford Foundation and by the Fund for the Improvement of Postsecondary Education, U.S. Department of Education. Policy Research Shop Incoming Call Analysis for the Legal Advice & Referral Center (LARC) By Ayushi Narayan, Danielle Unterschutz, and Yi Yang The contents of this report were developed under grant P116B100070 from the U.S. Department of Education. However, these contents do not necessarily represent the policy of the U.S. Department of Education, and you should not assume endorsement by the Federal Government.

2. Policy Research Shop Methods Analyzed the data for one week, October 2, 4- 7, 2011 & October 24, 2011 Analyzed day by day trends Looked into other legal aid call centers’ practices

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5. Results For One Week 1192 Total calls 602 One time only calls

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8. The most accessed info box was for custody

9. Policy Research Shop Queues

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11. Queues Average waiting time: about 28 minutes Average speaking time: about 12 minutes

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13. Queues

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16. Other Call Centers Minnesota Volunteer Lawyers Network Michigan’s Legal Aid Counsel & Advocacy Law Line (CALL) Georgia Legal Services Program Oregon Law Center

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22. Conclusion Our recommendations – Addressing Hang-ups Website More Information via Prerecorded Messages Frontloading Staff – Custody Resources – Identifying unknown IVR’s Questions? Comments? Thank you!