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Statistics and Reports Legal Hotline Client Outcomes Study 2006 Legal Hotline Client Outcomes Study Executive Summary
Title: Outcome Measurement: Assessing Clients' Perspectives of the Impact of Legal Aid Services in Their Lives, by Gary Dart, Esq., Executive Director, Legal Aid Services of Oklahoma, Inc., and Denise Caudill, DrPH, The Outcome Zone, Oklahoma City, OK. Description: A new framework for measuring client outcomes for short term, intermediate, and long term outcomes of the full range of legal services from telephone advice, brief services and transactions, through full representation. Format: 22 pp. PDF format; 75K Title: Senior Statewide Legal Hotlines Client Outcomes Survey, 2002 Description: A survey of client satisfaction, follow-up actions taken, and outcomes reported by clients at senior legal hotlines in California, New Hampshire, and Maryland. A summary of the results of the survey is also available. Format: Available electronically. Title: Senior Statewide Legal Hotline Client Outcomes Survey, 2000 Description: This report was produced by the AARP Foundation Technical Support for Legal Hotlines Project. It contains results from a mailed survey to clients at senior legal hotlines in Florida, Michigan, Kentucky, Tennessee, and Washington. Numerical results, tabulated by the Center for Policy Research, measure how many respondents took action upon hotline advice, results achieved, client satisfaction, and demographic data. Format: Available electronically. Title: The Hotline Outcomes Assessment Study- Phase II Pre-Test Report Description: The findings of a telephone follow-up survey iwth clients of hotlines in Washington and Connecticut. Format: Available electronically (RTF format). Title: Center for Policy Research Hotline Outcomes Assessment Study Final Report -Phase I March 2000 Description: This report presents the findings of a study of 16 legal services programs which instituted a legal hotline intake system. Their numerical data pre and post institution of the hotline is compared, along with the managers assessments of the benefits and drawbacks of the system. Page Count: 50+ Title: 2003 Senior Legal Hotline Productivity Report Description: Contains productivity, cost, and staffing statistics from 20 statewide senior legal hotlines. Format: PDF; 345K Title: Legal Hotlines Self-Evaluation Measures Project Report Description: This report features data on various legal hotline measures from 11 diverse programs. Title: Senior Legal Hotline Annual Report, October 1, 2000 - September 30, 2001 Description: The AARP Legal Hotline Technical Assistance Project collects yearly productivity statistics from the senior legal hotlines. Format: Available electronically. Clearinghouse Number: 51818H Title: Senior Legal Hotline Annual Report, October 1, 1999 - September 30, 2000 Description: The AARP Legal Hotline Technical Assistance Project collects yearly productivity statistics from the senior legal hotlines. In Fiscal Year 2000 there were 21 senior legal hotlines in 19 states, Puerto Rico and the Distinct of Columbia. The reports include statistics on the numbers of cases handled by each program, the productivity of their telephone advocates, the costs for delivering the service, and the percentage of calls from particular case types. Format: Available electronically. Clearinghouse Number: 51818G Title: Senior Legal Hotline Annual Report Description: The Project collects and disseminate statistics from the legal hotlines for seniors. These statistics serve to demonstrate the productivity and cost-efficiency of the hotline legal services delivery system. Format: Available electronically. Clearinghouse Number: 51818E Description: A work group study of hotlines and telephone intake mechanisms in Michigan and elsewhere which lays out elements of a hotline system and addressed goals of efficient delivery of legal services. Includes in appendices The Michigan State Bar Foundation Hotline Grant Peer Evaluation Report. Page Count: 50+ Clearinghouse Number: 51818c Title: Senior Legal Hotlines Annual Report: Fiscal 1999 Description: The Legal Hotline Technical Assistance Project collects statistics from statewide senior legal hotlines annually. In 1999 there were 20 such hotlines operating nationally and in Puerto Rico. The report contains detailed statistics on productivity, costs, staffing, case types, and referral sources. Page Count: 30 Format: Available in electronic format Clearinghouse Number: 52,794 Title: Senior Legal Hotlines Annual Report; Fiscal 1998 Description: The Legal Hotline Technical Assistance Project collects statistics from the statewide senior legal hotlines annually. In 1998, there were 17 such hotlines operating nationally and in Puerto Rico. The report contains detailed statistics on productivity, costs, staffing, casetypes and referral sources. Page Count: 25 Format: Available in hard copy Clearinghouse Number: 52,275 Title: Statistical Collection Forms Description: Tables listing the types of statistical data AARP Foundation is charged with collecting from statewide hotlines by the AOA. Useful in determining the productivity of the Hotline. Page Count: 3 Format: Available electronically Clearinghouse Number: 51,799 Title: State Bar Legal Service Hotline Intake System Study Stakeholders Meeting Summary-6/20/96 Description: This question and answer document summarizes a discussion that occurred at the stakeholders’ meeting to consider the (Texas Legal Services) Hotline Intake System Study. Comments are short and represent different perspectives on the question. Also listed are the attendees, panelists and facilitators. Page Count: 5 Format: Available in hard copy and electronically (RTF format; 14K). Clearinghouse Number: 51,463 Title: Legal Services Hotline Intake System Study Author: Nelson, Tracy D.; Cooper, Mark W. Description: This report, prepared by the Sterling Information Group, is a discussion document on implementing a statewide legal hotline intake system in Texas. The document is a thorough analysis of elements involved in establishing hotline intake systems, starting with the question of why implement a hotline and moving through financial questions and cultural concerns to suggestions of potential names. It contains research such as interviews with legal providers, published articles on general theory and application of hotlines for legal services together with a look at functioning hotlines. The report covers specific areas such as infrastructure, cost, and funding and discusses variables such as state-wide consolidated vs. regional intake. Page Count: 90 Format: Available electronically (RTF format; 210K). Clearinghouse Number: 51,461 Author: Sterling Information Group, Inc. Description: This is a proposal in response to a request for proposals to complete the Texas Legal Services hotline intake system study. The proposal describes the parameters of the proposed study and the methods to be used. This submission also offers references, estimated schedules and work plans. The Texas legal services providers, including the Texas Lawyers Care of the State Bar and the Texas Equal Access to Justice Foundation, accepted this proposal and the Legal Services Hotline Intake System study that ensued is also available (Clearinghouse number 51,461). Page Count: 25 Format: Available electronically (RTF format; 49K). Clearinghouse Number: 51,462 Title: LCE Sample Hotline Statistics Daily, Weekly, Monthly, Annual Description: A sampling of statistics for the Legal Counsel for the Elderly (LCE) Washington, D.C. hotline are compiled in forms, tally sheets, and graphs. Statistics collected include a daily and monthly compilation of messages received and pending, and an annual summary. Page Count: 9 Format: Available electronically (RTF format; 10K). Clearinghouse Number: 51,458 Title: Some Facts About Statewide Legal Hotlines Description: The first issue addressed in this publication is "What Clients Say...". Client responses from seven states are published here, together with client satisfaction survey details, specific facts about the need for statewide legal hotlines, services, productivity, cost, some demographics on hotline clients and even a little on coordination with other government services. Page Count: 7 Format: Available in hard copy and electronically. Clearinghouse Number: 51,472 Title: 1996 Annual Statewide Legal Hotline Statistics Description: A compilation of productivity reports, financial reports and other information for fiscal year 1996 for the senior hotlines operating in Florida, Michigan, Ohio, Pennsylvania, Texas, California, Washington, D. C., Hawaii, Kansas, Maine and Puerto Rico. Page Count: 33 Format: Available electronically. (RTF format; 420K) Clearinghouse Number: 51,497 Title: Real Problems and Real Solutions: Making the Voices of Health-care Consumers Count Description: The Health Rights Hotline Report on consumers' experiences in four California counties, 1999. the report contains statistics on why the health-care consumers call the Hotline, health plan and medical group problems reported in the Sacramento area, problems experienced by uninsured callers, Health Rights Hotline referral sources and other detailed information. Page Count: 62 Format: Available in hard copy Clearinghouse Number: 52,837 Title: Client Satisfaction Surveys and Results, 1997/98 from the Legal Advocacy and Resource Center in Boston, Massachusetts Description: The Legal Advisory and Resource Center (LARC) polled clients satisfaction with the hotline procedures and services, referrals, and written materials provided by LARC. The numerical results of the surveys are listed as well as the individual comments submitted by survey respondents. Page Count: 27 Format: Currently available in hard copy Clearinghouse Number: 52,260 Title: 1994 Legal Hotlines Client Satisfaction Surveys Page Count: 54 Title: Legal Hotline Client Satisfaction Survey Description: This survey was sent to a sampling of all senior legal hotline clients by LCE in 1994. It asks the client to rate his hotline experience in regard to getting though to the hotline attorney, the reason for calling, the outcome of the call, and his satisfaction with the hotline lawyer. Page Count: 4 Format: Available in hard copy Clearinghouse Number: 51,801 Title: Legal Hotline Client Satisfaction Survey in Spanish Description: This is the Spanish version of Clearinghouse Number 51,801, a client satisfaction survey. It was sent by LCE to Spanish-speaking clients of the Legal Hotline for Older Floridians in 1993. The document contains a cover letter in Spanish. Page Count: 6 Format: Available in hard copy Clearinghouse Number: 51,802 Title: Legal Hotline for Older Michiganians Client Satisfaction Survey Description: This is a self-addressed post card survey of 4 simple questions sent to clients of the Legal Hotline. Page Count: 1 Format: Available in hard copy Clearinghouse Number: 51,803 Title: Referral Attorney Satisfaction Survey Description: This survey asked clients of senior statewide legal hotlines whether they were satisfied with the low-fee referral panel attorney to which the legal hotline referred them. It is a detailed survey asking the client about the reason for the referral, and his satisfaction with the attorney is such areas as time spent, courtesy, honesty, prompt case handling, fairness of fees and more. Page Count: 4 Format: Available in hard copy Clearinghouse Number: 51,804 Title: Hotline Referral Panels Survey-1993 Description: A detailed analysis of the statewide senior legal hotlines' lawyer referral panels in Arizona, Florida, Maine, Michigan, Ohio, Pennsylvania, and Texas, indicating clients' satisfaction with various aspects of the referral panels. Page Count: 54 Format: Available in hardcopy Clearinghouse Number: 51,809 Title: 1992 Legal Hotlines Client Satisfaction Surveys Title: Annual Closed Cases Per Casehandler Description: Annual statistics for hotlines regarding closed cases and staffing needs. Page Count: 11 Format: Available in hard copy and electronically. Clearinghouse Number: 51,826 Title: Hotline System Program Tables Description: This collection of charts developed by LCE, Inc., provides a schematic look at 6 senior legal hotlines programs. The charts give information on hours of staffing, type of personnel, client eligibility, calls per year, wait time, case resolution statistics, barriers faced by the hotlines, and other information. Page Count: 8 Format: Currently available in hard copy Clearinghouse Number: 51,502 Title: Steps to Consider in Selecting a Hotline Intake System and Computer Hardware Description: A helpful guide for programs switching to hotline intake systems, the "Steps to Consider" offers very focused six steps to implementing the new system from initial input discussions with staff to a suggested trial period with review. In addition, there are suggestions to consider when discussing the hotlines needs with vendors and software developers. Page Count: 2 Format: Available in hard copy and electronically (RTF format; 5K). Clearinghouse Number: 51,483 Description: Eight software programs for centralizing intake are listed. Each brief synopsis includes the developer’s name, phone number and address(es). Some of the software summaries include a list of users as references. Page Count: 3 Format: Available in hard copy and electronically (RTF format; 6K). Clearinghouse Number: 51,484 Title: Materials for Technology Session of the Telephone Intake and Delivery Systems Track Description: These materials provide articles about intake worker productivity as it relates to advanced technology planning for legal services. In addition, the materials provide examples of conflict of interest letters to clients, Medicaid eligibility requirements, a sample intake form, and steps to consider when installing a phone system and a centralized intake computer system. Page Count: 21 Format: Available in hard copy and electronically. Clearinghouse Number: 51,827 Title: Legal Hotline Quarterly Summer 98 Software Issue Description: A review undertaken by the Legal Hotline Technical Assistance Project (AARP Foundation LAG) of the features and client satisfaction survey result for Kemp’s Clients for Windows; ProLaw; TIME from Western New York Law Center; and WinCases from Wamutta, hotline software programs. Page Count: 35 Format: Available in hard copy. Clearinghouse Number: 52,232 Title: Seamless Communications: Phone Systems in a Legal Services Setting Description: This booklet includes a proposal from GTE for a new communications system. It describes the options available and what features to look for in a telephone system for use in a hotline. Page Count: 33 Format: Available in hard copy Clearinghouse Number: 51,847 Title: A Guide to Selecting Hotline Software Description: This booklet offers a guide specific to legal services programs considering a hotline intake system. The purpose of the booklet is to help the programs work their way through an evaluation of Hotline computer software needs and to help formulate effective, economical decisions regarding new software or modifications to existing software. The booklet information is divided into (1) a description of requirements of hotline software programs; (2) a systems analysis questionnaire to assist programs in identifying their particular needs, analyzing their current software and how hotline software may be integrated; (3) a sample Request for Proposals document used in selecting a software developer to address new software requirements that defines needs in both technical and non-technical terms; and (4) an "action plan" outline for selecting new hotline software, including an overall guide to follow. Page Count: 80 Format: Available in hard copy and electronically. Clearinghouse Number: 51,467 Title: Uses of Technology in Centralized Telephone Intake and Delivery Systems Description: Prepared by the Legal Services Corporation, this document details the use of technology in five hotlines. It includes an overview of the technology currently in use by existing programs, followed by a detailed discussion of each hotline's systems, including network, software, training, availability of legal materials from workstations, computer staff, telephones, and future plans. Page Count: 15 Format: Available in hard copy and electronically. Clearinghouse Number: 51,844
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