1. A Look at Various Models of Handling Intake for Senior Legal Hotlines Joan Kleinberg – CLEAR Keith Morris – Legal Hotline for Michigan Seniors Thursday, June 3, 2010 3:00 PM - 4:30 PM EDT From Intake to Advocate

2. Welcome! If you joined the conference via telephone, please enter your audio pin if you haven’t already. (The image on the right is an example - your audio pin will be different.) If you joined with a microphone and headset or speakers (VoIP), please be sure your device volume settings are properly adjusted. If your mic & headset is not working, please try unplugging and re-plugging in your device. We will begin promptly at the top of the hour.

3. Please, let us know your questions and comments during the presentation Maximize/minimize your screen with the chevron symbol Telephone participants need to enter their audio pin Ask a question in the questions log Raise your hand Will be time dedicated for questions

4. Ensuring we hear you Mic & Speakers users should make sure the microphone volume is turned up. You can always switch to telephone at anytime in the training. Ensure that you have not muted yourself Un-mutedMuted

5. Today’s presentation … is being recorded … will be archived on our website, legalhotlines.org

6. CLEAR* Experience – Joan Kleinberg From One Queue to Two: Reasons from Studying Single Queue System: Wait times were too long Pressure on Advocates Too many ineligible callers connected to advocates Too many non –priority callers served by advocates

7. Developed List of Priorities Hired Part Time Screeners (make sure they will stay long term)