Replicable TIG Projects - Online Intake & Triage

Online Intake & Triage

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 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 

Live System: LAWO's Online System