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A Look at Various Models of Handling Intake for Senior Legal Hotlines Joan Kleinberg – CLEAR

From Intake to Advocate. A Look at Various Models of Handling Intake for Senior Legal Hotlines Joan Kleinberg – CLEAR Keith Morris – Legal Hotline for Michigan Seniors Thursday, June 3, 2010 3:00 PM - 4:30 PM EDT. Welcome!.

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A Look at Various Models of Handling Intake for Senior Legal Hotlines Joan Kleinberg – CLEAR

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  1. From Intake to Advocate A Look at Various Models of Handling Intake for Senior Legal Hotlines Joan Kleinberg – CLEAR Keith Morris – Legal Hotline for Michigan Seniors Thursday, June 3, 2010 3:00 PM - 4:30 PM EDT

  2. Welcome! • If you joined the conference via telephone, please enter your audio pin if you haven’t already. (The image on the right is an example - your audio pin will be different.) • If you joined with a microphone and headset or speakers (VoIP), please be sure your device volume settings are properly adjusted. • If your mic & headset is not working, please tryunplugging and re-plugging in your device. • We will begin promptly at the top of the hour.

  3. Please, let us know your questions and comments during the presentation • Maximize/minimize your screen with the chevron symbol • Telephone participants need to enter their audio pin • Ask a question in the questions log • Raise your hand • Will be time dedicated for questions

  4. Ensuring we hear you • Mic & Speakers users should make sure the microphone volume is turned up. • You can always switch to telephone at anytime in the training. • Ensure that you have not muted yourself Un-muted Muted

  5. Today’s presentation … is being recorded … will be archived on our website, legalhotlines.org

  6. CLEAR* Experience – Joan Kleinberg From One Queue to Two: Reasons from Studying Single Queue System: • Wait times were too long • Pressure on Advocates • Too many ineligible callers connected to advocates • Too many non –priority callers served by advocates

  7. Steps to Implementation of Screener System Developed List of Priorities Hired Part Time Screeners (make sure they will stay long term)

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