1. The Baselines and Beyond! Glenn Rawdon, Legal Services Corporation Joyce Raby, Consultant 2009 TIG Conference, January 21, 2009

2. Welcome to TIG 2009! 9th Annual TIG Conference

3. Documenting the Justice Gap in America 2005 LSC Study Only half of those who get so far as to seek help from an LSC-funded provider will actually receive assistance. State legal needs studies reveal that conservatively less than one in five—20 percent—of those requiring civil legal assistance actually receive it. Nationally, on the average, every legal aid attorney (including those funded by all sources) serves 6,861 people. In comparison, there is one private attorney providing personal services for every 525 people in the general population.

4. Supply and Demand Conundrum Forecasters project that the current recession will be as bad as or worse than any downturn since the 1930s. This could increase the size of the client eligible population by over 10 million people from 2007 to 2009 alone. Will intensify the range of legal problems clients face including: o foreclosures and evictions o bankruptcies and consumer scams o domestic violence and other family issues o demands for government benefits Conversely, resources for legal services programs are declining because of many factores including decreased IOLTA funding, state deficits, and diminished charitable giving.

5. Why the baselines? Let's answer a question with a question. What is your largest single budget item?

6. LSC Baselines - An Overview Program Capacity - Planning - tech planning should be fully integrated into overall program planning Budgeting - adequate funds should be budgeted for: ongoing maintenance and upgrades necessary personnel technology training Personnel - sufficient capacity to: maintain equipment, networks, and software

7. LSC Baselines - An Overview Mgmt of Client and Case Data - Case Mgmt System - capture and retain appropriate client and case data screen for eligibility immediate conflict check share client and case data among program offices securely/ethically transfer data to other providers generate meaningful reports assign funding sources to cases easily customized by program

8. LSC Baselines - An Overview Production and Supervision of Legal Work Case Management System - digital case notes generate meaningful reports case notes/reports available in real time to all program offices remote access to cms Calendaring - calendar/tickler function program-wide calendaring system Document Production - use word processors, spreadsheets, presentation software train staff in use of software

9. LSC Baselines - An Overview Production and Supervision of Legal Work - Continued Document Production - continued staff should be able to work jointly on projects document assembly create pdfs and convert to editable files electronic filing when/where required Online Legal Research - use online tools for legal research access to statewide materials receive updates on new cases and laws Supervision - collect data to support supervision as necessary, remote access to case files for review

10. LSC Baselines - An Overview Production and Supervision of Legal Work - Continued Timekeeping - automated timekeeping Records Management Electronic Records - file/retain/dispose of all electronic records policies in place to govern access to electronic records records management must be compliant with LSC and other legal requirements Knowledge Management Pleadings/Brief Banks - store/retrieve sample documents electronic access to forms and procedures

11. LSC Baselines - An Overview Knowledge Management - continued Pleadings/Brief Banks program-wide contacts management system electronic access to practice guides Intake and Telephonic Advice Telephone Systems adequate lines to handle volume call routing by language, legal area, geography serve speaking/hearing disabled persons review wait times, dropped calls automated call back provide recorded info to callers

12. LSC Baselines - An Overview Intake and Telephonic Advice - continued Electronic Desk Manual intake worker guide Case Management System real time data entry into CMS Direct Assistance to Low Income Persons Web-based legal information and self help support statewide website with: current program information current community legal education/pro se materials serves LEP persons Section 508 compliant

13. LSC Baselines - An Overview Direct Assistance to Low Income Persons - continued Community Legal Education community legal education presentations use technology Support for Use of Private Attorney Support Program PAI use technology to recruit volunteers securely/ethically transmit client data to volunteers CMS tracks PAI legal work, fiscal allocation, and timekeeping Direct Support for Volunteer Attorneys electronic pleadings and brief banks for volunteers use technology to provide training to volunteers

14. LSC Baselines - An Overview Security Firewalls, Antivirus, Anti-Spam, Anti-Spyware OS and antivirus software will be current backup/recovery systems compliant with grant assurances policies and procedures to protect data from loss or unauthorized intrusion disaster recovery plan Internet use policies data retention/deletion policies if external IM, use encryption

15. LSC Baselines - An Overview Training Training and Technology program-wide assessment of training needs provide training and support to all staff obtain technology training for IT staff use technology to deliver training Use of Technology to Deliver Training use technology to deliver training on legal, substantive and administrative skills

16. LSC Baselines - An Overview Communications Email, Listervs, other technology based communications everyone should have and use email use of email policy listservs as needed awareness of blogs, wikis, and other collaborative tools Intranet provide staff ability to develop and use blogs, wikis or other collaborative tools via an Intranet

17. LSC Baselines - An Overview Administration Accounting general ledger, payables, receivables, fixed assets payroll client trust accounts budgeting/expenditure reporting generate all needed internal/external reports Human Resources personnel records maintain confidentiality of personnel data advertise/accept applications electronically generate all needed personnel reports

18. LSC Baselines - An Overview Administration - continued Grant Maintenance track grants grant requirements/restrictions/deliverables track expenditures and activities manage reimbursables indirect cost calculations expenditures against the budget generate all needed reports and deadlines maintain contact information

19. LSC Baselines - An Overview Administration - continued Fundraising and Resource Development donor lists and information generate letters, reports, and all needed documentation ability to accept online donations

20. Baselines - Your Questions Answered 1) Softball or Volleyball? 2) is the Baseline 90 feet like in Baseball or 60 feet like in SoftBall? 3) what is the width of the Baseline?

21. No, Really.....

22. Future Tech - 2009 Access Mobile / Remote

23. Future Tech - 2009 Cloud Computing Social Networking

24. Joyce's Predictions - 2009 Market Consolidation - will anyone ever buy Yahoo? oh wait, do we care? Centralized vrs Decentralized - the old "automatic vrs stick shift" debate (or PC vrs Mac) Broadband in search of new customers - will rural folks finally get access? Return to Basics - planning, budgeting, personnel, security, data analysis Going Green - not to save the planet, but to save money

25. Joyce's Predictions - 2020 New Interfaces - touch screen and voice recognition Custom devices - phone and mp3 or phone and tv? Facebook/MySpace morphs with Second Life Ubiquitous Broadband? Geography/Data/Mobile integration - Google 411

26. Announcements Changes to Sessions Presenters Dinner Reception Webcasts/Speakers Handouts