Intake System

Center for Arkansas Legal Services & Legal Aid of Arkansas - 030028

Abstract Number: 030028

February 2003

Center for Arkansas Legal Services (CALS) and Legal Aid of Arkansas (LAA) implemented a new statewide intake system that provides callers with a single toll-free number (1-800-9-LAW-AID) that operates with a decentralized intake staff located in three offices. Calls are routed through an ALLTEL system that identifies the callers three digit city code and automatically directs the call to the office serving the area where the call originated.

Intake staff members receive calls in three offices located throughout the state. Intake staff arrangements vary from office to office. In Fayetteville, a paralegal and an attorney perform intake with additional help provided by supervised law and social work students. In Jonesboro, three paralegals perform intake with additional assistance and supervision provided by attorneys as needed. In West Memphis, two paralegals perform intake with another paralegal and two attorneys assisting as needed. While each offices' intake staff varies in size, this phone system provides the flexibility for staff to shift all calls from one call center to another for a specified period of time in the event of a staffing shortage.

CALS and LAA operate a one tier intake system. Intake staff members receive incoming calls, identify the client's problem, perform conflict checks, and then determine whether or not the client is eligible to receive services. Staff then interview clients about the nature of their problem, and provide legal advice, brief services, or make a referral. At the end of each day, a supervising attorney reviews all of the calls that qualify for legal assistance. CALS developed standard operating procedures to ensure intake staff members handle calls in a similar fashion statewide, irrespective of their office location. CALS and Legal Aid of Arkansas also created a statewide hotline task force to identify challenges and implement improvements for the intake system. For information, view the attachments below as PDF documents.

Contact Information:

Lee Richardson
Center for Arkansas Legal Services
Georgetown Square
4083 N. Shiloh Drive, Suite 3
Fayettevile, Arkansas 72703
Phone: (479 ) 442-0600
Fax: (479) 442-0603
Email

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