The BEST PRACTICE TIPS GUIDE was originally based on a survey of twelve hotlines in operation in 1997. The development of the GUIDE was underwritten by the AARP Foundation as part of an Administration on Aging project to provide technical assistance to legal aid programs interested in learning about and/or adopting a hotline model delivery system. Since publication of the original GUIDE, the AARP Foundation has continued to provide technical assistance to hotlines as well as gathering information from and about new and existing hotlines. To access the guide, visit: www.legalhotlines.org/standards/tablecontents.html.
The GUIDE covers the following topics:
Managing Call Volume
Staffing
Training
Quality Control/Ethics
Managing Technology
Brief Services
Intake, Referrals and Appointments
Measuring Outcomes
Ups and downs (Success Stories and Pitfalls)
Contact Information:
Carol Matthews or Jan Allen May AARP Legal Advocacy Group 601 E Street, NW Washington, DC 20004 202-434-2120 Email or
Email
LSC:
America's Partner for Equal Justice 