ACCESSLINE: Questions and Advice Drop Down Menus

Nebraska Legal Services - 030184

Abstract Number: 030184

November 2003

The staff of Nebraska Legal Services' (NLS) Accessline, Nebraska's statewide telephone intake system, configured their case management system to more efficiently document and standardize the client interview process. NLS uses TIME for their case management system. TIME's modules are internally divided by separate tabs (i.e. client demographics, income, etc.) and under the "Notes" tab, NLS has configured their TIME case management system to enable intake staff members to quickly insert pre-entered questions and advice for common legal problems accessible through a drop down menu. This configuration setup ensures an efficient and standard gathering of information and delivery of advice or referrals by NLS' paralegals to NLS' clients. For example, if an intake paralegal selects "Tax" from the drop down menu, the following appears in the notes section:

All Intakes-Tax Income

1. Did you file for earned income credit, within the past three years, but did not receive it or did not receive the full amount?
2. Did you anticipate getting an income tax refund, for any of the past three years, but did not receive the expected amount?
3. Are you being audited by the IRS?
4. Do you owe money to the IRS?
5. (Ask between January 1 and April 15) Did you use a paid tax preparer to file your most recent tax return? If so, did you get a Refund Anticipation Loan?
6. Are you aware of the free tax preparation, including free e-file, available through the VITA sites set up by the IRS and also at the IRS offices?

Or if someone calls inquiring about a name change, staff can select "name change" from the advice drop down menu and the following appears:

ADV-Name Change
We don't do name changes. Gave caller VLP phone number (1-800-xxx-xxxx). Advised caller that there is a $140.00 filing fee that they are responsible for. Also advised caller that he/she will need to prove that it is in their best interest to have their name changed.

Obviously not all cases fall into the pre-identified question or advice categories and intake staff have to tailor the questions or response to the callers need as well as enter all the information manually. NLS has found that using this configuration has increased staff efficiency and resulted in more consistent intake process and documentation. To learn more about NLS' configuration, access the attachment below as a PDF document.

Contact Information:

Annette Farnan
Nebraska Legal Services
500 South 18th Street
Omaha, Nebraska 68102
Phone: (402) 348-1069 x224
Fax: (402) 348-1068
Email

Additional Information:

• Accessline: Questions and Advice, Nebraska Legal Services, 2003. (147kb, PDF)
  

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