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Practice
Manuals And Reports
ABA
Materials
Outcome
Studies
Productivity Reports
Procedural Manuals
ABA
Materials
ABA
Handbook on Limited Scope Legal Assistance:
A Report of the Modest Means Task Force. The
Handbook discusses all aspects of limited-scope representation,
including the formation of the attorney -client relationship, the
performance of discrete tasks, and the ethical issues and procedural
rules involved in this service method.
ABA
Rules 6.5
At
its mid-year meeting in February, 2002, the ABA adopted Rule 6.5
which is designed to relax the strict application of conflict of
interest rules in non-profit or court-annexed programs offering
short-term legal assistance such as legal advice hotlines or pro
se clinics [Word format]
August 2001
ABA Standards
In
August 2001 the ABA House of Delegated adopted the Standards for
the Operation of A Telephone Hotline Providing Legal Advice and
Information proposed by the ABA Standing Committee on the Delivery
of Legal Services. Click
here to download the standards (PDF Format). For more information
visit the ABA
Legal Service.
Legal Hotline Evaluation Checklist
A tool for evaluation compliance with the ABA Standards for Operation of a Legal Hotline.
ABA
Legal Services web site.
Outcome
Studies
Kentucky Legal Needs Study, November 2007
Report on a Study of the Concerns of Older Kentuckians, 2007.
Legal Needs of Older Floridians: A 2006
Survey
AARP and the Department of Elder Affairs surveyed a random sample
of Floridians aged 60+ weighted toward low income and minority seniors,
about their legal needs and concerns.
2006 Report on the Legal Needs of Seniors in Georgia
Legal Hotline Client Outcomes Study 2006
The Legal Hotline Client Outcomes Study 2006 reports the results
of a client follow-up survey at seven diverse legal hotlines. Clients
who were given advice to take a follow up action in either a consumer or
benefits-related case where contacted to see if they had taken the
action advised and whether the action had been successful. (86 pages)
Legal Hotline Client Outcomes Study Executive Summary
Legal Hotline Client Outcomes Study Executive Summary (5 pages)
Brief
Services Units: A Preliminary Report, 2004
By Amy Mix, et al., AARP Legal Counsel for the Elderly, Washington,
D.C.
The report explains the progress made-to-date in using a BSU to
free up hotline staff, make effective us of volunteers, and tackling
specific areas of law that lend themselves to this delivery method.
Planning for the Legal Needs of Utah Seniors
This study, conducted by the Utah Division on Aging and Adult Services, revealed that 69% of Utah seniors want a legal hotline as their most desired legal service.
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.
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.
Senior
Statewide Legal Hotlines Client Outcomes Survey, 2002
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.
Senior Statewide
Client Outcomes Survey 2000
The
full report of a survey
mailed to clients and senior statewide legal hotlines in Michigan,
Washington, Florida, Kentucky, and Tennessee. The survey was designed
to measure whether clients performed follow-up actions advised by
the hotline advocates and results achieved.
Hotlines
Outcome Assessments Study
The
Project for the Future of Equal Justice has engaged the Center for
Policy Research, Denver, to initiate a study of the effectiveness
of centralized telephone legal advice, brief service, and referral
systems ("Hotlines") in the delivery of civil legal assistance.
The Center for Policy Research is a non-profit research firm that
specializes in planning, developing, and testing projects to improve
the effectiveness and efficiency of the justice system. Papers relating
to this project can be found on the NLADA
Web site.
Productivity
Reports
Senior Legal Hotlines Annual Report 2006
2006 Productivity and Cost Reports for 21 statewide senior legal
hotlines.
Senior Legal Hotlines Annual Report 2005
Productivity and costs statistics from 21 statewide senior legal hotlines.
Evaluation of the LawLINE Enhancement Project for Legal Services Society of British Columbia
Evaluation of the LawLINE Enhancement Project: Survey of Advice Callers, Legal Services Society of British Columbia
Legal
Hotlines Self-Evaluation Measures Project Report
This
report features data on various legal hotline measures from 11 diverse
program. (Word
format; PDF)
2003
Senior Legal Hotline Productivity Report.
Contains productivity, cost, and staffing statistics from 20 statewide
senior legal hotlines.
Senior Legal
Hotline Annual Reports
The
Senior Legal Hotline Annual Reports contain productivity, case
type, and cost statistics for the statewide senior legal hotlines.
Download the reports in PDF format here:
2004
Report 2002 Report 2001
Report 2000 Report
Reports prior to 2000 can be found
here
LSC Reports
Profiles
and Articles Page
Procedural
Materials
Connecticut Consumer Law Project for Elders Procedural Desk Reference Manual (Updated)
The Connecticut Consumer Law Project for Elders is a legal hotline/brief services Project at Connecticut Legal Services. The Procedural Desk Reference Manual contains, among other material, detailed instructions for call-flow handling, forms for tracking cases, and sample letters for a variety of consumer-related issues handled by the Project.
The South Carolina Intake Playbook
The South Carolina Intake Playbook is a comprehensive manual addressing telephone intake procedures, financial screening, conflicts checking, handling particular types of subject matter calls, and serving clients with disabilities, limited English and limited access to South Carolina Legal Services.
The
Legal Hotline for Texans Operations Manual
A detailed manual for hotline attorneys on case handling, recording, reporting, and referral procedures.
The
Legal Hotline Attorney's Manual.
Written by an LCE hotline attorney for other hotline attorneys.
Help for new hotline attorneys on handling procedural and ethical
issues they will face when handline calls.
Legal
Hotlines: A How To Manual, 2001 Edition
The How
to Manual contains in depth discussion of hotline operational issues,
models practices. To order a hard copy, please email shoshanna1@comcast.net
Best
Practice Tips 2000
The Best
Practice Tips 2000 Guide offers a compilation of hotline practices
in staffing, training, managing call volume, technology and otehr
topics gleaned from interviews, workshops, and submissions from
hotline managers.
Additional materials are located at the Shriver Center's website.
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