"The Importance of the Hotline in the Delivery of Legal Services"
Wayne Moore - 030131
Abstract Number: 030131
September 2003
Appearing in the summer 2003 edition of Management Information Exchange Journal, Wayne Moore's article details steps to be taken to ensure both quality and efficiency in the delivery of legal services through hotlines. Moore advocates organizing all staff into separate units with each unit handling a progressively more complex set of cases. The intake system should then match each client with the unit that can most effectively resolve the client's problem at the lowest cost. A well-run hotline can deliver high-quality services for the least complex set of cases and close nearly 60% of a program's caseload at a low cost through the provision of advice, referrals, and brief services to clients. Recognizing this potential, Moore believes that hotlines are an invaluable tool in pursuing full access to civil legal services for low-income people.
This article list some recommended hotline characteristics:
hotline advocates' note taking will be reviewed by supervising attorneys
hotline advocates will have access to quick-reference, legal resources
clients will receive follow-up letters that reiterate the advice given
clients' problems will be matched with hotline advocates' expertise
hotline advocates will flag cases of clients who must follow advocate's advice in order to avoid adverse consequences or rectify a significant problem
non-attorney volunteers will re-contact clients with flagged cases
flagged clients who continue to not act will be referred to supervising attorneys to determine if client should be assisted by a different delivery unit in the program
LSC:
America's Partner for Equal Justice 