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

Service

Help-Seeker Journey
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Organisation Journey
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Tenants Support helps June seek rent relief

John assists June over the phone. They discuss her issue, the legal process, her rights and options. June decides that she wants to write a letter to her landlord that explains her position and sets out the new rules applying in the context of COVID-19. John helps June draft a letter to send to her landlord requesting a rent reduction.

GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions

Service Stage

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

Goals
  • Provide high quality services that lead to positive outcomes (a better outcome for a person than they would have otherwise experienced without the assistance)
  • Provide services at scale that aligns with unmet legal need and demand for services
Activities
  • Assessment & allocation to service(s) - Advice, Secondary consult, Legal advice, Legal task (preparation/drafting of documents, preparation for Court/Tribunal), Representation (Court/Tribunal, dispute resolution, other representation), Facilitated resolution
  • Delivery of service
Pain Points
  • Connecting with clients (best forums – phone, in person, video etc. and supportive technology)
  • Providing legal practice oversite of remote teams and pro bono volunteers
  • Providing high quality and comprehensive services in a cost-constrained setting
  • Case management and team collaboration
  • Data entry and record management to support analysis of cases in aggregate
Opportunities
  • Consider options for remote service provision (e.g. video conference appointments)
  • Consider opportunities to enrich advice provision to provide assistance that extends beyond discrete assistance (e.g. through ongoing coaching, modular assistance, self-help etc)
  • Ensure data architecture and standards are robust to support post-case analysis - in particular consider cross-sector standardisation
  • Ensure services are fully evaluated to support ongoing improvement
  • Potential for Justice Connect Pro Bono Portal to connect help-seekers and/or centre with pro bono resources
  • Collaborative service provision from different teams or organisations that resolve clusters of help-seeker’s problems
Potential supportive tech
  • Cloud-based case management system
  • Document/knowledge management system
  • Multi-channel and multi-intensity approaches to service-delivery
  • Service manuals and protocols to improve consistency
  • Training, guidance materials and supervision
  • Note: potential to use Justice Connect Pro Bono Portal to make referrals to pro bono and/or to other CLCs
Interactions
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You are the Organisation
Phone or video calls Email advice Online legal clinics Web apps Case management system
In-person Legal procedural interactions
You are the Help-Seeker
Interaction Map Click on the small circles to see how the Help-Seeker interacts with the Organisation
Service