1. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 1 Court Leadership and Self-Represented Litigation: Solutions for Access, Effectiveness, and Efficiency Prepared by the Self-Represented Litigation Network General Package Editor: Richard Zorza Copyright 2008, National Center for State Courts Developed by the Self-Represented Litigation Network, with funding from the California and Maryland Administrative Office of the Courts, and also co-sponsored by the National Judicial College, the National Center for State Courts, the Harvard Law School Bellow-Sacks Project on the Future of Access to Civil Justice, and the American Judicature Society. Points of view and opinions stated in this document do not necessarily represent the official position or policies of the National Center for State Courts or of any co-sponsor or of any participant in, or funder of, the Self Represented Litigation Network..

2. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 2 Module 13: Distance Services for the Self-Represented Developed by the Distance Services Group of the Self-Represented Litigation Network Special thanks to Bonnie Hough, California AOC; Liz Keith, Pro Bono Net; Judy Meadows, Montana Law Library; Glenn Rawdon, Legal Services Corporation. Note: Included WebPages, photos, profiles, materials may be copyright by the website or author.

3. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 3 I. The Core Concepts of Distance Services Uses technology to deliver information and services to rural and geographically expansive populations and those that have difficulty getting to the courthouse Provides services to those who face barriers, and helps the courts operate much efficiently and effectively Takes advantage of technological innovations that are taken for granted in many fields, and used by all population groups Enables services to be provided statewide, and so maximizes political and fiscal support

4. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 4 Particular Value of Distance Services Solutions Can provide service at very low per unit cost Provides equal service to all statewide For the court, integrates its systems with SRL services Can bridge entire judicial staff Allows court to offer different tools for those with different learning styles, language skills, etc.

5. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 5 II. Examples of the Concept A.Informational Websites B.Automated Forms C.Chat, messaging, etc D.Videoconferencing and Webcams E.Customer friendly E-filing F.Online workshops and clinics G.Easy Court Records Access H.Tying it Together – Hotline Support and Diagnostic systems

6. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 6 A. Informational Websites The core of the access system Links wide variety of tools Includes diagnostic tools Includes informational video Can be multi-lingual Can be product of partnership with legal aid, law library, etc.

7. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 7 The Premier California Site

8. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 8 The Spanish Version

9. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 9 Connecting to a Range of Services from the Court

10. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 10 Including Integrating Video

11. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 11 Highlighting Local Self Help Services

12. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 12 New Hampshire

13. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 13 Legal Aid Partnership -- NY

14. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 14 The National Network

15. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 15 LSC Network Supports Multi-Lingual

16. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 16 Self-Help Users Self-Assessment Tool in Illinois

17. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 17 More County-Based Tools in Illinois

18. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 18 Self-Assessment for Self-Representation in Maryland

19. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 19 B. Automated Forms Core Idea -- have computers conduct an online interview to get information to complete forms The software asks questions and use branching logic (subsequent questions depend on previous answers) The questions can screen for appropriateness, relief, etc. The software produces filable or e-filable documents LSC and SJI funds national server and circuit rider support – now available for courts (Video 13-C available)

20. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 20 Using A2J Authoring Software

21. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 21 Idaho Forms Access

22. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 22 Data Collection in the Clinic Context

23. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 23 Montana Law Library Form Diagnosis (Low Tech/Inexpensive)

24. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 24 C.Chat and Messaging Tools Trained specialists help users navigate and find information and tools Evaluations show big increase in website satisfaction Used by low income demographics Speeds website usage Can be used with support tools like document assembly

25. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 25 Montana Legal Aid Deployment

26. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 26 User Satisfaction for LiveHelp in Montana

27. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 27 Starting the Process

28. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 28 Asking for Information

29. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 29 California County Law Library Collaboration

30. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 30 D. Videoconferencing and Webcams Court Appearances Clinic Use Potential for Individual Assistance

31. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 31 Legal Clinic Using Videoconferencing (Video 13-D available)

32. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 32 “As to the quality of representation afforded clients who sometimes never meet their attorney in person, I can say with complete confidence that they are effectively represented and achieve much better results than the only other option available to them, proceeding pro se.” Hon. Gary L. Day (District Judge, Sixteenth Judicial District, Montana)

33. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 33 E. Customer-Friendly E-Filing Can remove need to go to court Design must be very different from attorney- focused e-filing Must be linked to and build on document assembly interface Free services or fee waiver must be built in Produces significant staff savings When it works it really reduces barriers

34. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 34 Sacramento California Small Claims E-filing

35. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 35 F. Online Workshops and Clinics Can be video clips Can be interactive videoconferences Can be PowerPoint presentations

36. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 36 Useful Instructions for Webcasts

37. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 37

38. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 38 G. Easy Court Records Access Saves money for litigants since they do not have to go to court Must be simple and easy to use Must be free or at no cost for SRLs

39. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 39 Access to Iowa Court Records

40. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 40 Contra Costa Records Access

41. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 41 Santa Clara Records Access

42. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 42 H. Using a Hotline to Tie it Together Some states use phone hotlines to tie all these services together and make sure litigants are getting what they need Alaska’s self-help services have always been virtual, with no offices for walk-in assistance Minneapolis serves the whole state of Minnesota by phone from an office in the self-help center Utah is moving to a state system – piloting in a few counties Litigants are guided to documents, information, etc. Alaska reviews documents submitted by e-mail (Video 13-A and 13-B available)

43. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 43 MN Phone Hotline

44. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 44 Alaska Model

45. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 45 The Future of Tying it Together: The Diagnostic and Triage Tool A web-based interview used as a starting point for persons with legal problems A series of questions helps the user 'diagnose' the type of problem involved The user is directed to sources of help based on the answers to the diagnostic questions

46. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 46 Advantages of Diagnostic Tools The tool can use short, plain language questions Radio buttons and check boxes can help the user identify the legal problem Users are directed to appropriate information, forms or services based on the problem(s) identified Up-to-date information on who can be served by various agencies means court users are not bounced to several organizations

47. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 47 Part III. Impacts and Benefits

48. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 48 Impact on Access More people served means cases completed sooner Strong outreach component promotes awareness Promotes concept of universal access Can serve remote users with special needs, such as low-literacy and LEP content Make credible, attorney-reviewed resources widely available Aggregate and adapt local materials for statewide use Advised by state stakeholder committees of legal aid, bar, pro bono, court, library, and community representatives.

49. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 49 Impact on Court Effectiveness Better prepared forms Better informed SRL’s More information means higher quality decisions Technology allows pro bono attorneys to assist SRL in distant areas Excellent websites with rich content provide open access to courts, which in turn improves the public’s trust and confidence in the judiciary Informed litigants trigger fewer ex parte communications

50. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 50 Impact on Efficiency Eases burden on Clerks of Court and Judges Using technology can reduce amount of paper used by all entities Less time wasted for both SRLs and Courts Fewer missed or wasted hearings

51. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 51 Impact on Court Staff and Leadership Court staff do not spend lots of time giving out simple information Litigants come to court with less anxiety Can focus on core tasks Staff needs to be able to explain how to use the distance tools Outreach improves the image of the court for all

52. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 52 IV. Keys to Success for Distance and Technology Projects Don’t reinvent the wheel: look at other states’ forms, sites, and tools Share development and deployment with larger state and regional units Importance of pilot projects Usability testing Look to selfhelpsupport.org for ideas and support

53. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 53 V. Building a Program: Needs and Partners Identify and augment resources Partner with Court Tech staff Hire people who can develop & use technology tools Partner with people who have subject matter expertise Eliminate turf battles Reach out to Legal Services Coordinate and cooperate with non-legal entities

54. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 54 Steps to Building a Sustainable Program Needs assessment; baseline data is critical Develop pilot projects and apply usability testing What have other jurisdictions had early success with? Identify partners and secure participation Ongoing training program to encourage use of service Does eventual program have scalability? Communication Replication

55. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 55 Planning for the Long Term Use caseload statistics and information from court staff and case management systems to pinpoint the greatest need; this will give you a starting point for developing on-point Web content Data can also be gathered from surveys, focus groups, and online user-feedback. (i.e.: did you find what you were looking for? If not, what did you expect to find on this site?) Involve court staff, community stakeholders, and SRL’s themselves to ensure content is appropriate for needs

56. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 56 VI.General Tools and Resources for Building Distance Services SelfHelpSupport.org Legal Services Corporation Resource Site National Center for State Courts Technology Programs SRLN Best Practices Guides and Toolkits LSNTAP.org – provides tools & training Pro Bono Net

57. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 57 VII. Assessment and Evaluation of Distance Services Don’t forget baseline data Need for ongoing evaluation; not after-the-fact Technology opens up new ways of gathering data and understanding user needs Measure satisfaction, access, quality of information, usage, and impact on all roles and jobs in the court, as well as the end-user LSC has technology evaluation tools

58. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 58 Many Assessment Tools Available

59. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 59 VIII. Leadership Activities A.Role Play a Planning Session for Remote Service B.Plan Evaluation for Access Technology C.Plan How to Make Business Case for Distance Service Innovation

60. Module 13: Distance Sercices -- Prepared by the Self-Represented Litigation Network Conference Version Slide 60 IX. Conclusions About Distance Services Distance services are the best way to build comprehensive access systems Statewide collaborations and systems are critical Simpler and cheaper than people fear, given partnering opportunities Helps lead a transformation in the court’s self-image – turns it outward