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Future Possibilities in Virtual Self-Help Center Assistance

Explore the Virtual Self-Help Center (VSHC) and its components, including website access, court workstations, and centralized staff support. Discover the future potential for screening papers, video conferencing, and webcast classes. Learn about the resources available for users and how to seek assistance through the VSHC. Find out how VSHC complements in-person self-help services and ensures efficiency, fairness, and access to justice. Share your ideas, questions, and feedback for a successful self-help experience.

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Future Possibilities in Virtual Self-Help Center Assistance

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  1. Virtual Self Help Center Susan Ledray September 5-6, 2007 7th-8th District Retreat

  2. Mid-1990s Pro Se Committees Study the Problem • CCJ • MSBA • Local Courts Addressing needs: access to justice, efficiency, fair outcomes

  3. 2006 • Seasoned programs • Judicial Council adopts state-wide plan • Law Library/Courts • Legal Services Commission • MSBA Committee - unbundling

  4. What is the Virtual SHC?

  5. Virtual Self Help Center • Website • Court workstations • Centralized staff to answer questions via email and phone ******************************************* Future possibilities • Screening of papers via fax or forms sharing • Video conferencing • Classes via webcast or videoconferencing • Co-browsing, livechat

  6. Components of Workstation • Desk • Computer • Internet, Adobe Acrobat, memory stick plug in • No ability to save to computer, No Outlook/email, separate V-lan • Printer (court supplies paper) • Headphones • Telephone (VoIP, connects to Call Center)

  7. Child Support Calculator Link

  8. Forms • Court Forms link on permanent tab bar • Directed to specific forms within SH topics • Methods of completing forms • Get forms from court administration • Print forms at workstation (packet) • Use Adobe Acrobat to fill out forms • Use I-CAN! for IFP and Divorce with Children • Use Turbocourt for Conciliation Court

  9. Packet vs. Individual Forms

  10. Adobe Fillable Forms

  11. Privacy: Close out screens

  12. Support for Workstation Users • Your court/library may offer some support • Users from home can use the “Contact Us” link for email help • Phone support will be phased in • Start with pilot sites Oct 1 (tentative) • Develop best practices • Add additional sites as quickly as possible

  13. Phones are connected, however…

  14. Call Center Staff Three positions for ’08 (all attorneys) • Katrina Zabinski, supervisor • Melissa Kantola, grant funded/temporary • To be hired, temporary Requested $622,000 in new $ for 08-09 from Legislature Judicial Branch allocates $102,000 for ‘08

  15. Katrina and Melissa

  16. LEP Capacity: Spanish and Somali

  17. Who can use the Service? • No limitations by case type or income, but for MN District Court cases only • Building LEP resources • Not suitable for people with low literacy skills (some exceptions like videos) • Best for people who can read and follow instructions, but need some guidance or have questions • Complex cases = Referral to Lawyers

  18. In-person Self Help Services • Virtual SHC doesn’t eliminate need for on site services or referral resources • Able to see their papers, read their court orders, screen completed forms • Better attuned to local procedures • Call Center staff will refer back to Court Admin • Send local procedures to call center staff • Post local procedures on your website

  19. Virtual or In-person • All court and library services are limited by neutrality requirements • Rule 110 Gen.R.Prac for District Courts • Remember that it is “self-help” not “do it for you” • Can’t help with everything • Lawyer Referral and Unbundling

  20. What is Success? Your ideas….

  21. Questions and Comments?

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