Replicable TIG Projects - Communications/Telecommunications

TIG 12006 - Legal Aid of Southeastern Pennsylvania - Telecommunications Project

A primary point of entry for many legal aid organizations is its telephone system, which may include a legal advice hotline/helpline. In 2013-14, Legal Aid of Southeastern Pennsylvania (LASP) completed a telecommunications project partially funded by TIG where they purchased and installed a new telephone/call center system, integrated this system with its case management (CMS) system, added features that increase access for cell phone users, and improved communication with clients by integrating the capacity to send clients text messages, with client permission. Initial data show increased efficiencies and access, with a 50% increase in the number of Helpline calls that are opened as LASP cases.  

Final Report: TIG 12006: Legal Aid of Southeastern Pennsylvania Telecommunications 

TIG 11037 - Southwest Virginia Legal Aid Society - VOIP Telephone System and Call Center

Another example of improved access and efficiency was seen in a 2011 grant project where Southwest Virginia Legal Aid Society installed a VOIP Telephone System and Call Center, implemented an automated callback system, provided problem-specific, legal information messages that enable callers to determine their eligibility for services, and integrated the telephone's callback system with the program's online intake application.  

Final Report: TIG 11037: Southwest Virginia Legal Aid Society VOIP Telephone System and Call Center

TIG 10008 - Legal Aid of West Virginia - Videoconferencing

Over the past decade, TIG has funded many successful video conferencing initiatives. In 2011, Legal Aid of West Virginia implemented a statewide videoconferencing system across its twelve offices. Videoconferencing has increased quality and quantity of services provided to clients across the state by reducing travel needs and fostering collaboration amonge expert advocates in different parts of the state.

Final ReportTIG 10008: West Virginia Videoconferencing