How to Pull Your Case Management System out of the 80’s in 3 Easy Steps

How to Pull Your Case Management System out of the 80’s in 3 Easy Steps LSC TIG Conference, January 2013

STEP ONE Think about what is possible.

Systems • Communication • Telephone • Email • Instant Messaging • Social Media • Data • CMS/CRM • Online Intake • Court E-Filing

Systems Continued . . . • Information • Websites (External) • Intranet • Statewide Website • Other Sites • Government, etc • Document MGT • Knowledge System • Knowledge MGT • Document Assembly • Expert Systems • Intelligent Checklists

Systems Continued . . . • Financial Systems • Grant MGT • Accounting • Pay Roll • Other Delivery Systems • Client Referral Sys • Volunteer MGT • Security Sys

Imagine what integration might look like • Telephone Systems  Online Intake  Email  Social Media  Volunteer MGT • GIS • Big Data Integration • Grant MGT  Timekeeping  Payroll  Accounting • Knowledge MGT (Share Point/Google) • Volunteer Opportunities • Event MGT

STEP TWO Don’t Reinvent the Wheel.

Case Management and SharePoint Northwest Justice Project

Meet IKE

Legal Server Integration Why integrate ? The integration with Legal Server will allow: • Information that is collected routinely can be used as additional filters when searching for resources to use in a case. • Staff will be able to upload documents into IKE from LegalServer (ease of use) • Integration combines the power of Share Point with advanced search technology, with the power of our CMS, where important, usable information is stored.

Case Info to be Pulled from LS to IKE’s Metadata Fields • Case ID • Client Name • County of Jurisdiction • Gender • Legal Problem code/Special Legal Problem code • Court • Office • Advocate • Zip code

Standard NJP Library View

Legal Server View

Tagging Form – If posting from IKE

Create an API • Allows Legal Server to talk to IKE • All documents that are shared live on the SharePoint server (no need to share all LS docs) • Uploading while in IKE: enter LS Case # in tagging form and IKE makes the call to LS to return the designated data • If uploading from Legal Server to IKE: The tagging form will auto complete the LS fields

Consider a Consultant! • json_array ( 'md5' => [RESULT_MD5_HASH], 'result' => json_array ( 'status' => [STATUS_MSG], 'num_results' => [RESULTS_COUNT], 'results' => array ( 1 => array ( 'id' => [CASE_DB_ID], 'label' => [CASE_IDENTIFICATION] ) ) ))That next query will look as follows:json_array ( 'md5' => [QUERY_MD5_HASH], 'query' => json_array ( 'action' => 'get_matter_xml', 'matter_id' => [CASE_DB_ID], ))

Case Management and Telephones Montana Legal Services Association Legal Services Alabama

Telephone Integration • Two Audiences (Advocate and Call Center) • Extension tied to the user • Identify who is calling, when and what is it related to (Based on Caller ID) • Volunteer, Opposing Counsel, Case • Real Time Notification in the browser with link to Case, etc.

Telephone Integration, Cont. • Record of the call tied to the relationship (automatic or manual) • Case • Time Slip • Volunteer Record • Contact (e.g., Opposing Counsel) record • Track Call History

Telephone Integration, Cont. • Voicemail Integration • List of Voicemails displays on homepage • Voicemails tied to the case and/or contact record • Voice to Text Translation – store as a .wav file and text (note) file

Telephone Integration, Cont. • Click to Dial (out) • Click on a phone number and have it dial any of your phones from: • Call History • Voicemail • Contact Profile • Top Ten Number Called (list)

Telephone Integration, Cont. • Other Integration Points • Tie Phone Reports to CMS Reports • Phone Queue Overflow • Call Center • Volunteer getting request to take a hotline call in real time • Online Intake Integration • WebRTC • Telephone in the browser • Instant Messaging • Video Chat

Case Management and OnLine Intake Northwest Justice Project Legal Services Alabama

The NJP Landscape • NJP runs CLEAR, a statewide hotline, which screens applicants in Washington for NJP and its partners • CLEAR is open from 9:15am to 12:30pm M-F • Applicants are “screened” for financial eligibility and case priority by non- attorney screeners - helped by NJP or referred to our partners • All civil legal aid providers in WA use Legal Server • Referrals- All intake data is e-transferred using Legal Server

NJP’s Goal for 2010 TIG Grant “Increase applicants’ access to services, the number of clients served on high-priority issues and NJP’s operational efficiency by developing and implementing a new on-line intake system.” high-priority issues = denial of benefits and eviction and means a callback to the client

NJP’s model – A2J

Branch Logic Allows for LPC and SLPC to be resolved.Leads to determination of next steps (who calls who) and correct referrals and resources

Triage and Callback Information

NJP Stats- First 9 mos.

On-Line Intake

Case Management and Pro Bono

Track all aspects of your volunteers • Cases • Time • Expertise • Law Firms • Donations • Communications • Training/CLE • Events

Online Registration of Volunteers • Let them manage their information • External Website(s)

Pro Bono Opportunities • Publish opportunities in Real Time • Integrating to Law Firm Intranets • Volunteers can take or inquire about a case • Cut out the middle person • Automatically generate a pro bono packet

Pro Bono Obligations • People Agree to take cases in exchange for CLE Credit • Track Obligations/Satisfaction in CMS

Communications • Track Referral Attempts • VOIP Integration • Track Phone Calls, emails, Etc. • Social Media

Integrate helpful tools • Document Templates • KM Systems • Instant Messaging

Step Three Kick the Tires.

Barriers to Integration • Technology Systems are just Systems • Need to be adopted by end-users • Training • Build and Maintain Systems (ongoing) • Data Standards • Pick Systems where people live

Security and Integration

How to Pull Your Case Management System out of the 80’s in 3 Easy Steps