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HOW TO PULL YOUR CASE MANAGEMENT SYSTEM OUT OF THE 80’S IN 3 EASY STEPS LSC TIG Conference, January 2013.

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Presentation on theme: "HOW TO PULL YOUR CASE MANAGEMENT SYSTEM OUT OF THE 80’S IN 3 EASY STEPS LSC TIG Conference, January 2013."— Presentation transcript:

1 HOW TO PULL YOUR CASE MANAGEMENT SYSTEM OUT OF THE 80’S IN 3 EASY STEPS LSC TIG Conference, January 2013

2 Think about what is possible. STEP ONE

3 Systems  Communication  Telephone   Instant Messaging  Social Media  Data  CMS/CRM  Online Intake  Court E-Filing

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

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

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

7 Don’t Reinvent the Wheel. STEP TWO

8 Case Management and SharePoint Northwest Justice Project

9 Meet IKE

10 Legal Server Integration 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. Why integrate ?

11 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

12 Standard NJP Library View

13 Legal Server View

14 Tagging Form – If posting from IKE

15 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

16 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], ) )

17 Case Management and Telephones Montana Legal Services Association Legal Services Alabama

18 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.

19 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

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

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

22 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

23 Case Management and OnLine Intake Northwest Justice Project Legal Services Alabama

24 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

25 “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 Goal for 2010 TIG Grant

26 NJP’s model – A2J

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

28 Triage and Callback Information

29 NJP Stats- First 9 mos.

30 On-Line Intake

31 Case Management and Pro Bono

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

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

34 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

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

36 Communications  Track Referral Attempts  VOIP Integration  Track Phone Calls, s, Etc.  Social Media

37 Integrate helpful tools  Document Templates  KM Systems  Instant Messaging

38 Kick the Tires. Step Three

39 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

40 Security and Integration


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