Organisation

Awareness

Consideration

Engage

Service

Outcome

Becomes Aware of Legal issue Provides information about Legal issues
Considers their options of who can help Provides information about services offered
Engages with an organisation to help Engages with a help-seeker to provide help
Receives service, to help with their legal issue Provides a service to the help-seeker
Resolves their legal issue Closes the case and reports

Engage

Help-Seeker Journey
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Organisation Journey
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Tenants Support receives an enquiry through their website, and assesses the applicant’s eligibility

June has made an enquiry via the website for legal help negotiating with her landlord as she cannot afford her rent due to COVID-19. The enquiry is received as an email from the website to the triage paralegal, and is then manually entered into the Tenants Support case management system. After five days it is then assessed by triage lawyer Amelia, who rings June to ask her for more information. Once she has considered the form information and further information, Amelia makes an appointment for June to receive phone advice from an advice lawyer and also provides June with information about a financial counselling service that June is eligible to receive assistance from.

GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions

Engage Stage

The Help-Seeker'sOrganisation's GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions:

Goals
  • Respond to enquiries quickly and efficiently
  • Clearly communicate available services to help-seekers
  • Onboard help-seeker into systems quickly and efficiently so that service can be provided
  • If ineligible, efficiently provide a high quality referral to another service/pro bono where possible
  • Reduce administrative burden for intake and triage workers
  • Provide good brief for services lawyers
Activities
  • Enquiries are received, intake and triage is conducted
  • Information collected about legal problem and help-seeker circumstances for eligibility assessment
  • Decision made on ability to assist, and type of assistance to be provided
  • If ineligible or other services required, referral is made to other services or pro bono where possible
  • Preliminary legal information or direction to self-help resources provided where possible
Pain Points
  • Gathering all relevant information from a help-seeker without needing to make multiple requests for further information in order to undertake triage assessments is a challenge
  • Staff/volunteers carrying out intake often lack professional experience to ask probing questions that will ensure important information is captured that will assist in triage
  • Resourcing and workflow management in intake and triage is a challenge
  • Integrations between different intake and triage systems and workflows (whether paper, online, spreadsheet etc.) are often lacking
  • Remote working challenges
Opportunities
  • Clarity on eligibility requirements for service
  • Centralised and integrated intake and triage systems and processes
  • Professionalised intake and triage workforce
  • Optimise ways in which intake and triage is conducted (e.g. through digital tools and infrastructure)
  • Cross-sector referral tools to enhance quality of interagency referrals
  • Potential for Justice Connect Pro Bono Portal to connect help-seekers and/or centre with pro bono resources
  • Appointment reminders/links to calendars
  • Book clients into appointments directly from website
Potential supportive tech
  • Multi-channel approaches to intake and triage, including intake/referral tools for information gathering/chatbots/automated intake
  • Cloud-based case management to support multi-site and remote working
  • SMS used for appointment reminders and for touching base
  • Video conferencing, phone for appointments
  • Opportunity to use Justice Connect Pro Bono Portal to make referrals to Pro Bono firms and/or to other CLCs
  • More Streamlined and/or automated intake, triage and assessment processes
Interactions
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You are the Organisation
Phone In-person Email Online intake applications & tools
Self-help
You are the Help-Seeker
Interaction Map Click on the small circles to see how the Help-Seeker interacts with the Organisation
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