LEGAL HOTLINE QUARTERLY
Shoshanna Ehrlich, Editor
INDEX BY TOPIC
- Articles on Legal Services Delivery
- Client Outcome/Satisfaction Suarveys
- Ethics
- Funding
- Honors
- Legal Hotline Profiles and Updates
- Procedures, Outreach, Quality Control
- Productivity Surveys
- Technology
a. Case Management Systems
and Internet Applications
b. Telephone Technology
1. ARTICLES ON LEGAL SERVICE DELIVERY
A New Concept in Delivery – the Brief Services Unit,
an article by Wayne Moore.............................................................. 16Fall00.04
An Invitation to a Serious Conversation About Hotlines
by Joan Kleinberg............................................................................ 27Sum03.01Brief Services Units: a Preliminary Report by Amy Mix, Yvonne Tobias, Cecilia Isaacs-Blundin, and Jan May ………............................…...32Fall04.11
Full Access Financial Scorecard by Ken Smith,
Martha Bergmark and Wayne Moore.............................................. 25Win02.01
Future of Legal Services by Wayne Moore (Excerpts)...................... 20Fall01.01
Future of Legal Services Part II by Wayne Moore.............................. 21Win01.01
Future of Legal Services Part III by Wayne Moore............................. 22Spr02.01
Future of Legal Services Part IV by Wayne Moore.......................... 23Sum02.01
Legal Hotlines: The View from the Far Side of the World.................. 29Win03.08Older Americans Act Legal Assistance
by Ellie Crosby Lanier and Shoshanna Ehrlich……....…………….44Win07.01
Provisions of Legal Advice by Telephone Services............................ 10Spr99.02
Stand Alone Legal Hotlines
From a Presentation by David Godfrey..........................................35Sum05.08
2. CLIENT OUTCOMES/SATISFACTION SURVEYS
A Holistic Approach to Measuring Hotline Outcomes
by Erin McBride......................................................................... 37Win05.02
Excerpts from Evaluation of LawLINE Enhancement Project Legal Services Society of British Columbia……………..............................…………..38Spr06.06
Georgia Senior Legal Hotline Outcomes Project Abstract................ 28Fall03.12
Hotline Outcome Study Phase II Pre test Summary and update....... 17Win00.07
Hotline Outcomes Assessment Study................................................. 15Sum00.02
Hotline Outcomes Assessment Study: Findings
by Robert Echols and Julia Gordon................................................ 24Fall02.04
Hotline Research Project....................................................................... 10Spr99.01
LARC Client Survey Results.................................................................. 12Fall99.05
LCE Brief Services Unit Volunteer Evaluation..................................... 36Fall05.06
LCE Hotline Follow-Up Project by Grayce Rund............................... 17Win00.13
Legal Hotlines Client Follow Up Report 2006
– Executive Summary……....................................................................39Sum06.02
Legal Needs of Older Floridians: A 2006 Survey
by Erica L. Dinger…….........................................................................42Sum.07.06
Oklahoma Legal Aid Outcome Measurement Project........................ 30Spr04.09
Planning for the Legal Needs of Utah Seniors
by Alan Ormsby and Jilene Gunther ……………………......………..32Fall04.02
Recommendations and Thoughts from the Managers of the
Hotlines Outcomes Assessment Study Project
by Bob Echols and Julia Gordon..................................................... 26Spr03.13
Senior Legal Hotlines Outcomes Study............................................... 17Win00.02
Showing Results by J. Allen May......................................................... 17Win00.10
South Carolina Centers for Equal Justice
Follow Up Procedures…………...........................................................39Sum06.05
Statewide Senior Legal Hotlines Client Outcomes Survey, 2002..... 26Spr03.01
Using Measurable Outcomes to Demonstrate the Value of Hotline Services
by David Godfrey………………………...............................................42Sum07.01
3. ETHICS
ABA Adopts Rule 6.5............................................................................. 21Win01.06
ABA Ethics Rule Revision...................................................................... 14Spr00.01
ABA Standards for Legal Hotlines, Editorial....................................... 16Fall00.15
Legal Information vs. Legal Advice....................................................... 18Spr01.16
Professional Responsibility of Delivering Legal Services
Through Technology by William Hornsby.........................................38Spr06.02
Proposed Revised ABA Standards for Providers
of Civil Legal Services for the Poor.................................................. 37Win05.06
4. FUNDING
Administration on Aging Announces Title IV “Model Approaches” Grantees……......................................…………………………………39Sum06.01
AoA Awardees for 2002........................................................................ 24Fall02.02
AOA Title IV Legal Hotline Awards....................................................... 20Fall01.02
AoA Title IV Legal Assistance Grant Awards..……………………......36Fall05.01
Components of a Successful Case Statement
by Ellie Crosby Lanier...........................................................................39Sum06.10
DOLLARS- a Funding Resource............................................................ 9Win98.13
Funding Brainstorm.................................................................................. 5Win97.14
Funding for Senior Legal Hotlines....................................................... 11Sum99.12
Fundraising in Michigan by Keith Morris…………………….....……39Sum06.07
Generating Income by Broadening The Scope of Hotline Calls
by Bonnie Moses, Esq...................................................................... 21Win01.10
LCE Grant to Serve DC Homebound……….........……………………41Spr07.01
Legal Hotline Case Statement by Patricia Pap………………….......40Fall06.02
Legal Hotline and Fees for Calls............................................................. 2Spr97.06
Legal Services Technology Grants ...................................................... 16Fall00.03
Life After Title IV........................................................................................ 9Win98.01
Planning Your AoA Hotline Proposal.................................................... 14Spr00.10
5. HONORS
Maryland Legal Assistance Network Director Wins
Equal Justice Award........................................................................... 18Spr01.01
NALSD Creates Elder Rights Advocacy Hall of Fame........................43Fall07.01
Wayne Moore Receives New Honor..................................................... 24Fall02.01
6. LEGAL HOTLINE PROFILES AND UPDATES
AARP Foundation and NASLH Work Together on
Medicare Part D Extra Help......................................................... 36Fall05.11
Access North Dakota Legal Assistance 24/7..................................... 29Win03.06
AoA Title IV Grantee Nutshells ............................................................. 36Fall05.02
Bay Area Legal Services Telephone Intake Update........................... 28Fall03.14
CARPLS Student Legal Aid Hotline..................................................... 30Spr04.07
Coordinated Advice and Referral Program for Legal Services
(CARPLS)............................................................................................ 14Spr00.05
Dallas Conference Notes......................................................................... 4Fall97.07
Detroit Legal Aid and Defender Civil Division Legal Hotline............. 16Fall00.19
Elder Law of Michigan.......................................................................... 23Sum02.08
Georgia Seniors Legal Hotline................................................................ 8Fall98.09
Hawaii Senior Legal Hotline.................................................................... 1Win96.07
Health Rights Hotline................................................................................. 6Spr98.03
Health Rights Hotline by Shelly Rouillard and
J. Bridget Sheehan-Watanabe......................................................... 22Spr02.11
Hotlines and Hurricanes......................................................................... 37Win05.08
Idaho Model Approaches to Statewide Legal Assistance Project.....43Fall07.02
Interview with Tele-Lawyer Founder...................................................... 3Sum97.01
Kansas Legal Services............................................................................ 4Fall97.12
Legal Aid Foundation of Long Beach................................................... 10Spr99.10
Legal Aid Line of Western Ohio……………………………………….33Win04.02
Legal Aid of Central Michigan............................................................... 10Spr99.05
Legal Aid Society of Hawaii Update.................................................... 25Win02.09
Legal Counsel for the Elderly D.C......................................................... 3Sum97.13
Legal HelpLine for Older Kentuckians................................................. 13Win99.05
Legal Hotline for Older Americans.......................................................... 2Spr97.01
Legal Hotline for Older Floridians........................................................... 1Win96.01
Legal Hotline for Older Iowans................................................................ 9Win98.04
Legal Hotline for Older Michiganians...................................................... 4Fall97.03
Legal Hotline for Older Ohioans............................................................. 3Sum97.10
Legal Hotline for Older Texans.............................................................. 34Spr05.02
Legal Aid Line of Western Ohio............................................................ 33Win04.02
Maine Legal Services for the Elderly...................................................... 2Spr97.15
Maryland Legal Aid Bureau................................................................... 18Spr01.07
Maryland Legal Assistance Network....................................................... 8Fall98.03
Maryland Legal Assistance Network Status Report............................ 18Spr01.01
Michigan Counsel and Advocacy ....................................................... 23Sum02.16
Mississippi Statewide Elderly Hotline Service...................................... 5Win97.10
N. California Senior Legal Hotline........................................................... 2Spr97.11
New Hampshire Senior Citizens Law Project Legal Advice Line.... 11Sum99.07
New Mexico Lawyer Referral................................................................. 3Sum97.01
New Mexico Lawyer Referral for the Elderly Program
by Richard Spinello.......................................................................... 27Sum03.07
North Dakota Model Approaches to Statewide Legal Assistance Project…………………………………………………………................43Fall07.06
Northwestern Legal Services................................................................. 20Fall01.09
Pennsylvania Hotline............................................................................... 12Fall99.01
Pennsylvania Legal Hotline Update........................................................ 8Fall98.02
Pennsylvania SeniorLaw Helpline........................................................ 29Win03.01
Pennsylvania SeniorLAW Helpline Expands, Enhances Services Statewide
By Sue Wasserkrug…………………………………………………….40Fall06.09
Puerto Rico Seniors Legal Hotline......................................................... 1Win96.09
South Dakota Senior Legal Helpline……………………........45Spring/Sum08.09
Tele-Lawyer, Inc..................................................................................... 15Sum00.08
Tennessee Elder Law Hotline................................................................ 12Fall99.11
Texas Nursing Home Advocacy Project............................................... 12Fall99.04
Update on CLEAR*Sr........................................................................... 19Sum01.15
Update on CLEAR*Sr....................................................................... 30Spring04.02
Update on Georgia Senior Legal Hotline........................................... 19Sum01.16
Washington CLEAR and CLEAR*Sr...................................................... 8Fall98.04
West Virginia Legal Hotline..................................................................... 6Spr98.16
7. PROCEDURES, OUTREACH, QUALITY CONTROL
AARP Foundation and NASLH Work Together on Medicare Part D
Extra Help………………….....………………………………………….36Fall05.11
Advisory Councils and Hotlines: Bane or Boon by Ellie Lanier...…...40Fall06.06
A Hotline by Any Other Name.................................................................. 9Win98.09
Casenote Considerations........................................................................ 6Spr98.09
Controlling Calls: Ideas for Staying Sane and Keeping the
Hotline Customer Satisfied by Ellie Crosby Lanier........................ 36Fall05.12
Designing and Developing Readable Client Educational Materials
by Jennifer Minkowitz……………………………………………..........32Fall04.17
Elements of a High Quality Legal Hotline by Shoshanna Ehrlich..... 20Fall01.16
Evaluation: It’s Not Just for Funders Anymore
by Ellie Lanier……….............................................................................35Sum05.01
Excerpts from an Evaluation of the LawLINE Enhancement
Project, Legal Services Society of British Columbia...................... 38Spr06.06
Georgia’s Mobile Law Units.................................................................. 29Win03.12
Hotlines and Email Intake....................................................................... 18Spr01.18
Hotlines and Hurricanes: How Legal Hotlines Became Disaster Responders………………......................................................................37Win05.08
How Hotlines Can Support Aging and Legal Services Networks
by Ellie Crosby................................................................................... 18Spr01.15
How to Attract and Keep Volunteer Attorneys and Law Students
By Prof. Debora Schmedemann…....……………………….45Spring/Sum08.09
Illinois Report on Best Practices (Excerpted Findings)...................... 28Fall03.14
Iowa Legal Aid Outreach Project Report by Scott Hartsook............ 27Sum03.08
Legal Hotline Self-Evaluation by Wayne Moore................................. 22Spr02.09
Legal Hotlines: Spotting Systemic Problems...................................... 21Win01.08
Marketing Pro Bono Opportunities Survey Chart Reprinted with permission by Deborah Schmedemann…..…….................................................45Spr/Sum08.10
Mediation at a Legal Hotline by David Mandel................................... 38Spr06.11
MIE Technology Evaluation Projects..................................................... 22Spr02.07
NASLH Hot Practice Tip: Hidden Treasures for Clients
by J. Allen May................................................................................... 33Win04.11
NASLH Practice Tip: Developing and Maintaining a Referral Matrix
by Mary Haberland and Ellie Lanier………………………………….40Fall06.14
NASLH Practice Tip: The Dreaded Third Party Caller Story Gets a
Happy Ending by Cat McConnell………………………....………….42Sum07.10
NASLH Hot Practice Tips: Follow-up Mail
by David Mandel, California Senior Legal Hotline....................... 34Spr05.09
NASLH Practice Tip: Outreach to Vulnerable and Underserved Populations
by Cat McConnell…………………………………..…………………..32Fall04.10
Notes from the Experienced Hotline Managers Dialogue,
EJC 2008 ...................................................................................45Spring/Sum08.02
Notes from the Legal Hotline Pre-Conference Day at
EJC 2007………............................................................................….41Spring07.02
Reverse Mortgages and Hotline Clients Adapted
by Bronwyn Belling………………………….………….....…..........….44Win07.08
Start-up and Operation Issues for Legal Hotlines............................... 13Win99.04
South Carolina Centers for Equal Justice Follow Up Procedures…39Sum06.05
Targeting Hard to Reach Populations................................................. 15Sum00.12
Technical Assistance Project.................................................................. 1Win96.01
Telephone Communication Skills........................................................ 11Sum99.02
Telephone Effectiveness Checklist..................................................... 11Sum99.06
Top Ten Quick, Easy, and Money Saving Tips for Starting a Legal Hotline
by Cheryl Nolan……………......……………………………………...42Sum07.09
Working with Difficult Clients
by Hong Tran, Northwest Justice Project.........................................34Spr05.05
8. PRODUCTIVITY SURVEYS
1997 Senior Hotline Statistics................................................................. 5Win97.17
Casetypes Statistics Report.................................................................... 9Win98.10
Hotline Statistics........................................................................................ 4Fall97.10
Legal Hotline Self-Evaluation Measures.............................................. 28Fall03.02
Senior Legal Hotline Directory.............................................................. 21Win01.14
Senior Legal Hotline Productivity and Cost Statistics 2001.............. 21Win01.13
Senior Legal Hotline Statistics................................................................ 2Spr97.17
Senior Legal Hotlines Statistical Reports for 1999............................ 13Win99.09
9. TECHNOLOGY
High-Tech Solutions Improve Access to Justice for Low-Income Clients
By Patricia Robb.....…………………………………………....42Sum07.04
Technological Revolution for Legal Services Organizations May
Change Your Practice by James Holmes............................... 23Sum02.13
a. Case Management Systems and Internet Applications
101 Reasons to Use ASP by John Paul Kemp............. 24Fall02.11
CARPLS Software by Leslie Corbett.............................. 24Fall02.09
Case Management Applications.................................... 19Sum01.02
CMS Series: A Review of Options
(Reprinted from LStechie)........................................... 25Win02.16
High Tech Solutions Improve Access to Justice by Patricia Robb Reprinted with permission from Cornerstone………...42Sum07.04
HotDocs for Legal Hotlines Based on a presentation
by Marc Lauritson, Capstone Practice Systems...... 33Win04.13
Implementing New Systems............................................... 9Win98.03
Implementing Software Systems-Reprinted.................... 10Spr99.14
Introduction to Application Service Providers
by John Paul Kemp..................................................... 19Sum01.02
Legal Files Software by Matt Ryan................................. 25Win02.12
Legal Files User Satisfaction Survey.............................. 25Win02.14
Legal Hotline Software Survey........................................... 1Win96.11
LiveHelp is on the Way by David Whelan .................... 35Sum05.03
LiveHelp Progress Report .............................................. 35Sum05.06
Maryland Legal Assistance Network Law Outlines
Adapted from a presentation
by Ayn Crawley.............................................................. 34Spr05.10
Other Web-based Applications for Legal Services...... 19Sum01.13
Practice Manager Software Review.............................. 11Sum99.15
Review of Kemp’s Clients 98............................................ 7Sum98.04
Review of ProLaw.............................................................. 7Sum98.10
Review of TIME................................................................... 7Sum98.16
Review of Western New York Law Center
Hotline Software............................................................. 3Sum97.07
Review of WinCases.......................................................... 7Sum98.24
Software Features Table................................................... 7Sum98.27
Software Update.................................................................. 9Win98.04
Software Update................................................................ 10Spr99.04
User Satisfaction Survey................................................... 7Sum98.33
Using Microsoft Word Templates to Conduct
Client Intake by Erin K. McBride and
Brynne D. McBride, Wisconsin Judicare.................. 33Win04.07
Web-Based Applications for Legal Services................ 19Sum01.01
b. Telephone Technology
Assisting the “Unassistable” by Denise J. Trujillo......... 36Fall05.15
Is Your “Client” Really Your Client?
by Denise Trujillo, Law Access New Mexico............. 38Spr06.16
Legal Hotline Conflicts of Interest
by Sabrina Parker, Georgia Senior Legal Hotline.... 38Spr06.17
Life [on a Legal Hotline] after Death [of Terri Schiavo]
by Johanna Klema........................................................ 34Spr05.13
Phone expenses survey results.......................................... 2Spr97.13
Phone System Acquisition Options................................. 18Spr01.17
Telephone Consultant Services......................................... 5Win97.07
Telephone Consultants and Services............................ 15Sum00.05
Telephone Technology......................................................... 4Fall97.10
Telephone Technology........................................................ 5Win97.06
Telephone Technology 101 by Gabrielle Hammond.... 26Spr03.06
Voice Solutions.................................................................. 30Spr04.04
Weather and Demand for Service
by Erin McBride and Brynne McBride...................... 35Sum05.10
When a Hotline Becomes a Lifeline
by Marjorie Ann Martin................................................ 37Win05.13
Why Lawyers Can’t Hear by Carl Michael Rossi......... 35Sum05.13 |
