SRLN 2024

This session will provide case studies in expanding capacity of self-help programs using technology versus traditional in-person delivery. Bet Tzedek Legal Services (Los Angeles) has designed a dedicated platform for a self-help clinic program providing assistance in conservatorship. Hear what they learned about how to get started, the effectiveness of plain language principles in content creations, and results of UX testing with community partners and clinic users. While many self-help programs are exploring tech solutions, Public Counsel ( Los Angeles) has intentionally maintained an in- person, low-tech service delivery model for pro per services  with complex  guardianship proceedings for minors.  Learn how they continue to meet the litigant demand with low, tech, in-person contact model. In contrast, the Maryland Center for Legal Assistance has operated court self-help centers since 2017 and offers a Remote Services Center, providing legal advice to self-represented litigants via phone and online chat M-F from 8:30-8:00PM. In 2023 they had 94,175 phone consults and 20,828 chat consults. Learn what they’ve done to increase efficiency while ensuring their assistance is helpful. They will discuss how to leverage technology to maintain a high volume, brief advice, remote services operation by sharing some successful tech-based innovations, including a homegrown data entry application, link manager, and text/email functionality.