1. Lawyer Referral Automation The GEORGIA LEGAL SERVICES PROGRAM

2. The Problem GLSP operates lawyer referral programs with several voluntary local bar associations Time consuming effort to accept calls and route to appropriate referral attorney 40-50% of pro bono coordinator’s time “Matter”, not “Case” Routine, administrative work

3. Referral Panel System Recruit private bar members onto panel to refer to them: Cases such as personal injury, workers compensation, employment discrimination In return, panelists accept pro bono and/or reduced fee cases Special telephone numbers used across the GLSP service territory (154 counties)

4. The Current Referral Process Caller dials number All calls routed to local pro bono coordinator Local pro bono coordinator answers or uses callback system Identifies legal problem and county of residence Searches panel Provides contact information for lawyer

5. The Environment CMS contains lawyer referral data (LegalServer) Data in XML format Internet-based CMS with all data accessible across the program VOIP in place across the program Special phone numbers can be set up at any time

6. The Proposed Solution XML Voice Recognition Software (Donated) XML Case management referral panel data (current system) Telephone Tree/Flow System programming (Donated) (SMS) Server Staff time to create the “Library” and implement

7. The Proposal: Voice Recognition Callers use special number The VOIP system identifies the location of the caller or the caller enters her zip code The caller is prompted to identify her legal problem by speaking the problem The system prompts the caller for information and confirmations

8. The Proposal: Voice Recognition The XML lawyer referral data needed by the caller, based on county/zip code and LSC problem code is “spoken” out of the CMS to the caller Caller prompted: Text message? E-Mail? Letter?

9. Voice Recognition Proposal The system rolls to next attorney on list by subject area Calls are tracked in a SQL database for reporting purposes Matters For local bar association reporting

10. CONTACT: MIKE MONAHAN State Bar of Georgia Pro Bono Project and The Georgia Legal Services Program mikem@gabar.orgmikem@gabar.org or probono@gabar.orgprobono@gabar.org