Online Intake & Triage (Replicable TIG Projects)

TIG 15016 - Michigan Advocacy Project - Statewide Online Triage System

Michigan Advocacy Program (MAP) utilized TIG funding to build an online triage system that assists those seeking legal help in finding the best resources to fit their needs. This triage system, known as “The Guide”, is built into the Michigan Legal Help (MLH) website. It asks users to input a minimal amount of information which then prompts the system to determine eligibility for aid and what services and information would be a best fit. Those not eligible are given alternative resources. The system also integrates with online intake for many of the state’s LSC‐funded legal services programs, ensuring a smooth and effective transition to accessing representation. This resource has attracted over 60,000 users since launch, and MAP reports that users complete the triage process in 107 seconds on average. MAP’s program manager presented on this project at the January 2018 meeting of LSC’s Board of Directors.

Final Report: TIG 15016 Michigan Statewide Triage Final Report

TIG 15028 - Community Legal Aid (MA) - Mobile Optimized Online Intake in English and Spanish

Community Legal Aid (CLA) in Massachusetts sought to enhance the accessibility and efficiency of its intake system by creating a mobile online application in both English and Spanish that is integrated with its case management system. CLA now accepts thousands of e-applications through its user-friendly A2J Author guided interview. By developing a robust, mobile-compatible application, applicants are able to learn immediately if they can and should be applying for help with CLA. Additionally, a comparative study of e-applications opened by CLA in its case management system showed that the organization went from a 35% acceptance rate when letting applicants apply through a web form to a 53% acceptance rate using the TIG-funded A2J guided interview.

Final Report: TIG 15028 Community Legal Aid (MA) Final Report

TIG 14018 - Legal Services of Greater Miami - Multi-Organization Online Intake in Florida

Legal Services of Greater Miami (LSGM) developed and implemented an online intake system for legal service programs in Florida with the goal of providing low income Floridians an additional point of access. The online intake system is available for three LSC-funded organizations in the state (LSGM, Bay Area Legal Services, and Three Rivers Legal Services) and can be accessed through each organization’s website as well as the statewide website ( The intake system also links users to legal information, including self-help resources, forms, videos and legal service providers’ contact information. The online applications are available in English, Spanish, and Creole. By expanding the online application to the program partners, more than a third of the counties in the state have access to the web-based intake system, including Florida’s five most populous counties. Additional funding through LSC’s technology and disaster grant programs will add more sophisticated analysis tools to the system and expand it to all LSC-funded organizations in Florida.

Final Report: TIG 14018 Legal Services of Greater Miami Final Report

TIG 13018 - Pine Tree Legal Assistance - Statewide Triage in Maine & Connecticut

Through a TIG-funded partnership, Pine Tree Legal Assistance (Maine) and Statewide Legal Services of Connecticut deployed Drupal-based online triage systems that present information through a simple, clean, and user-friendly interface; require users to answer very few questions upfront to maximize conversions; and utilize carefully-planned logic trees that guide users to appropriate resources, including additional help from an in-person provider. Both triage systems utilize open source software and work within content-rich statewide websites, ensuring that users diverted to online help resources still receive meaningful assistance. During its first 20 months of operation, over 70,000 web users engaged with the Maine triage system, and over 40,000 used triage in Connecticut during its first two years of operation. Both systems also connect users to an online application, though that feature is currently offline in Maine as the program completes its uprade to a new case management system (all other functionality remains operational during this transition).   

Final Report: TIG 13018 Pine Tree Legal Assistance Final Report

TIG 12005 & 09478 - Utah Legal Services - Statewide Online Intake System in English and Spanish

Utah designed an A2J online intake application that is directly integrated with its Kemps case management system. The online intake system enables prospective clients to apply for services 24/7 and includes the option of live web chat assistance. The system also allows staff to directly import intake data from the online application into the Kemps database -- turning a data entry process into a more efficient data review task. Staff can conduct multiple online chats simultaneously and give clients immediate responses, many of them based on prepared answers to frequently asked questions. ULS has also customized the online intake system to address the particular needs of hearing impaired individuals. The result has been a far more efficient and higher quality intake procedure that saves staff time and yields enhanced results and services to clients. Of the 78 users surveyed, 96% said they found the system easy to use and 98% said they would recommend it to others.

ULS later expanded its online intake project through TIG 12005 by creating a Spanish version of the A2J online intake system. The new system enables Spanish speaking applicants to apply 24/7, effectively screens out ineligible applicants, and imports data directly into the case management system for increased efficiency. 

Final Reports: TIG 12005: Utah Legal Services Spanish Online Intake and TIG 09478: Utah Legal Services Online Intake

TIG 12080 - Community Legal Aid - Massachusetts Legal Resource Finder

Community Legal Aid of Massachusetts created a Drupal-based online Legal Resource Finder with the capacity to provide users – based on their responses to a short online interview – with information, referrals and (where appropriate) links to the legal services and legal information that can best address their particular legal needs. This provides a coordinated point of entry for users to find appropriate information and referrals, particularly when there are a number of organizations providing legal services in one state.

Final Report: TIG 12080: Community Legal Aid Legal Resource Finder

TIG 09558 - Northwest Justice Project - Clear Online Intake

Northwest Justice Project (NJP) has been operating a toll-free intake and referral hotline (CLEAR - Coordinated Legal Education Advice and Referral) since 1996 and handles more than 20,000 calls per year. CLEAR serves as the statewide, centralized point of access for Washington State’s low-income population seeking free legal help. Due to the high volume of calls on CLEAR, NJP recognized the need for an alternative to telephone applications and developed its online intake system with an A2J interface and triage tool. The system enhances clients’ access to services and improves the assistance NJP provides clients on high priority eviction and benefits cases. An e-transfer module moves data from the online interview into LegalServer, NJP's case management system, thereby increasing the efficiency of the intake process. The result has been a reduction in the numbers of ineligible applicants calling for assistance, and 86% of the screeners reported faster intake screenings.

Final Report: TIG 09558: Northwest Justice Project Clear Online

TIG 07193 - Legal Aid of Western Ohio - Pioneering Online Intake System 

Legal Aid of Western Ohio (LAWO) became the first program in the country to create an A2J online intake application module. The LAWO system enables Ohioans to request legal assistance 24/7, and data integrates directly with the program’s Pika case management system. LAWO determined that online intake applications saved approximately 10 - 15 minutes of staff time per application acceptance. That amounts to a savings of about 1.0 – 1.5 intake staff FTE’s per year, allowing resources to be allocated more effectively in the program. Additionally, by offering a platform where applicants can utilize a smart system to be guided through the steps of inputting all the necessary issue and eligibility information, increased efficiency is realized through a decrease in the number of times an applicant must be re-contacted to complete the application process. 

Final Report: TIG 07193: LAWO Online Intake