1. An Integration Vision IV Ashton

2. Goals  Helping as many people as we can with limited resources  Connecting People that Need Resources to those that Have Resources

3. Things for which to be Mindful:  Barriers Exist  Geography  Financial  Language  Accessibility  Lack of Knowledge  Fear  Not all Problems have the same solution  Advice  Basic Assistance (Brief Service)  Document Prep  Navigation of the legal system  Advocacy

4. Systems: Are we more Efficient Today than 20 years ago?  Communication  Data Systems  Information Systems  Knowledge Systems  Financial Systems  Volunteer Management Systems

5. Appropriate Role of Technology  Technology Alone is not enough  Integration can make your mission more efficient  We all use technology differently  Avoid duplication  Find where the end-user lives

6. Imagine what might integration might look  Vision Limited to Hotlines using Volunteers  The Technology Already Exists  Web-Based Tools  Knowledge Management  Online Intake and CMS  Communication Tools, including VOIP and Instant Messaging

7. Client Calls Hotline  Automated Attendant  Auto-Callback  Complete Online Intake  Technology  VOIP  Online Intake  CMS

8. Client Completes Online Intake  Special ID number at end of intake  Put back in queue  Triage  Self-help, referrals  E-Transfer to CMS  Creates Account on Client Portal  Technology  Online Intake  CMS  Statewide Website  Automated Document Assembly

9. Call Volume Hits Threshold  Telephone system contacts CMS  CMS (Real Time) Communicates to Volunteers  Email  Social Media  Technology  VOIP  CMS  Email  Social Media

10. Volunteer Receives Link  Location Neutral  Volunteer clicks link and launches browser  Authentication

11. Browser houses all systems  CMS  Telephone  Knowledge Management Tools  Instant Messaging

12. Browser is the Telephone  No Software to Install  Telephone could also be:  Office Phone  Home Phone  Cell Phone  Phone System is that of the Agency  Seamless

13. Completed Intake Form Reviewed by Advocate  Ask Additional Specific Questions about Case (Branch Logic)  Volunteer Determines  Legal Problem  Special Legal Problems  Legal Issues  Jurisdiction

14. Knowledge Management Tools  Based on Legal Information and Jurisdiction  KM Articles  Legal Resources  Helpful Websites  Referral Agencies  Knowledge is organic and refined  Updated by agency and volunteers  Integrated with Statewide Website

15. Volunteer needs more help  Senior Attorney On Call  Instant Message in Browser  Discussion is logged in the case record  Senior Attorney can join call  Senior Attorney has access to all case information

16. Document Generation  Volunteer or Client Answer Additional Questions  Document Automation Tools (HotDocs)  E-Filing of Documents in Court  Documents in Client Portal  Pro Bono Package (document) generated  Additional Documents uploaded by Client through portal

17. Electronic Referral  Case is Referred to Another Agency  Case is Accessible by Volunteer  Case is Accessible by Client

18. Client Portal  Client has its own portal in which to manage their information and documents  Clients do part of the work necessary in their case  Client controls who gets what information  Data security essential  Medical information as a model

19. All of this uses technology that exists today  Most organizations have the underlying technology  Better Experience  Client  Volunteer  Reduces Barriers that impede connecting resources to needs

20. Things to consider when implementing  Systems must be built and maintained  Paradigm Shift in delivery model  You must invest in technology not buy it  Examples of success  4 X number of cases in 4 years  10 X number of cases by volunteer in 1 year