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How to Pull Your Case Management System out of the 80’s in 3 Easy Steps How to Pull Your Case Management System out of the 80’s in 3 Easy Steps

How to Pull Your Case Management System out of the 80’s in 3 Easy Steps - PowerPoint Presentation

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Uploaded On 2019-11-21

How to Pull Your Case Management System out of the 80’s in 3 Easy Steps - PPT Presentation

How to Pull Your Case Management System out of the 80s in 3 Easy Steps LSC TIG Conference January 2013 Think about what is possible STEP ONE Systems Communication Telephone Email Instant Messaging ID: 766378

integration case systems legal case integration legal systems server telephone mgt ike call intake njp volunteer array time track

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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

Think about what is possible. STEP ONE

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

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

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

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

Don’t Reinvent the Wheel. STEP TWO

Case Management and SharePoint Northwest Justice Project

Meet IKE

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 ?

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

Standard NJP Library View

Legal Server View

Tagging Form – If posting from IKE

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

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],     ) )

Case Management and Telephones Montana Legal Services Association Legal Services Alabama

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.

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

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

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

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

Case Management and OnLine Intake Northwest Justice Project Legal Services Alabama

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

“ 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

NJP’s model – A2J

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

Triage and Callback Information

NJP Stats- First 9 mos.

On-Line Intake

Case Management and Pro Bono

Track all aspects of your volunteers Cases Time Expertise Law Firms DonationsCommunications Training/CLE Events

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

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

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

Communications Track Referral Attempts VOIP Integration Track Phone Calls, emails, Etc. Social Media

Integrate helpful tools Document Templates KM Systems Instant Messaging

Kick the Tires. Step Three

Barriers to Integration Technology Systems are just Systems Need to be adopted by end-users Training Build and Maintain Systems (ongoing) Data StandardsPick Systems where people live

Security and Integration