Northwest Justice Project

Coordinated Legal Education, Advice and Referral System (CLEAR) - 020118

Abstract Number: 020118

March 2006

The Coordinated Legal Education, Advice and Referral system (CLEAR) is Washington State's statewide telephone intake system. CLEAR functions as the public's contact point for the Northwest Justice Project (the statewide LSC funded program), Columbia Legal Services (the statewide non-LSC funded program), volunteer lawyer and Pro Bono programs, as well as other smaller legal services providers. CLEAR is the hub of Washington's access to justice network and CLEAR advocates provide legal advice, brief services, and referrals for Washington State's low-income population. In 2002, CLEAR provided services, on average, to 116 clients per day. CLEAR is staffed by eighteen full-time lawyers and three full-time paralegals. CLEAR's use of full-time staff stems from the conviction that an intake system is an integral component of the delivery system and the staff who maintain the frontline must be experienced and highly engaged in their work. In addition to their regular staff, CLEAR has a small volunteer component that recruits experienced attorneys to staff the intake lines and provide services in their area of expertise. This flexibility is enabled by CLEAR's sophisticated software driven phone system that maximizes the effectiveness of CLEAR advocates and volunteers by only directing calls to volunteers which fall in their area of expertise. This ensures that the volunteers need only to learn CLEAR's procedures to provide high quality services.

Technology also enhances CLEAR's referral process by distributing cases to legal services offices most suited to fulfill the client's needs. Regional planning bodies throughout Washington determine what resources are available in each program and establish the types of cases and quantities that will be referred to each provider. Once these planning bodies make these determinations, they submit this information to CLEAR where it is programmed into the referral database. When CLEAR advocates want to refer a client for additional service, they run a search that matches the location and problem type to determine what referrals are available. The advocates can then review the detailed information provided by the referral agency to determine the specific referral criteria. The legal services providers frequently communicate with CLEAR to notify it when their referral criteria change or when they are temporarily unable to accept referrals. A referral closure results in referrals being made to alternative offices if available.

CLEAR offers a number of benefits to the entire statewide legal services community. First, CLEAR integrated the statewide delivery system which resulted in the delivery of improved services to clients though an enhanced referral system and more efficient handling of cases. Second, CLEAR provides the statewide legal services system with a macro perspective that illustrates patterns, trends, and gaps in the delivery system while identifying the substantive legal issues and needs of various communities. This information allows legal services providers to reallocate sources to ensure gaps in service are remedied in a timely manner.

CLEAR's staff provides a spectrum of services to clients ranging from brief legal advice to negotiating resolutions with oppositional parties. In addition, staff act as liaisons with various parts of the state and regularly visit courts and meet clerks to ensure they remain in touch with regional variations in the civil legal judicial system. CLEAR liaisons share noteworthy information with the other CLEAR advocates. For more information on CLEAR, visit the Northwest Justice Projects website at: http://www.nwjustice.org/.

Contact Information:

Joan Kleinberg
Northwest Justice Project
401 Second Avenue South, Suite 407
Seattle, Washington 98104
Phone: (206) 464-1519
Fax: (206) 624-7501
Email

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