Hurricane Katrina created an overwhelming need for disaster relief legal services. However, Legal Services Alabama Inc. (LSA) did not have a centralized intake system at the time of the disaster. LSA's strong desire to address the critical legal needs of clients prompted the program to accelerate its timetable for centralization. LSA decided to use its Disaster Hotline Network as the first step to transition the entire program to a statewide, central intake and hotline configuration. First, LSA prioritized disaster relief services and expedited implementation, focusing on using the disaster hotline to enhance existing services and to increase efficiencies for applicants. Second, LSA obtained technical assistance from LSC and other outside specialists as it progressed through each step of creating the hotline. As a result, LSA successfully implemented its disaster hotline network in record time, reaching full implementation within 13 weeks of Hurricane Katrina. In addition, LSA opened four new call centers and integrated new telephone technology that manages calls via the internet utilizing Voiceover Internet Protocol (VoIP) and Asterisk, open source call routing software, to replace a traditional PBX.
Contact Information:
Debra Hansen Legal Services of Alabama Disaster Hotline Network 207 Montgomery Street, Suite 1200 Bell Bldg. Montgomery, AL 36104 Phone: (334) 264-1739 Fax: (334) 264-1474 Email
LSC:
America's Partner for Equal Justice 