Tuesday, January 12
WATCH: Intake Process Improvement
Intake, Triage, Hotlines Internal Operations
Tuesday, January 12
4:00 pm - 4:45 pm


Watch this recorded presentation for "Intake Process Improvement" then add the affinity discussion to your agenda to join a live discussion and Q&A with the speakers on Tuesday, January 12 from 5:00-5:30 pm EST.


When process improvement is applied to intake, it can connect clients to the help they need more quickly. It can free up critical staff resources and increase advocacy. In this session, we'll provide an overview, status update and feedback on the intake process improvement projects of three TIG grantees: Legal Aid Services of Northeastern Minnesota, Legal Aid of Western Missouri and Southern Minnesota Regional Legal Service. The projects were launched with a joint in-person kickoff meeting at the end of 2019, pivoting from in-person work to remote last spring. We'll take a deeper dive with Legal Aid of Western Missouri (LAWMO) and with Southern Minnesota Regional Legal Services (SMRLS), which have been collaborating with their consulting partners A2JTech and Catalystzone online. LAWMO has been focused on a variety of experiments with systems and staffing opportunities in a way that has allowed them to produce meaningful phone system data, as well as reduce callbacks and increase efficiency at the reception, routing and intake phases. SMRLS has been working to define and document intake process flow and implement procedures for updating process flow. Simultaneously, the organization was converting to a new CMS and preparing to serve as a regional hub in an integrated telephone intake system while taking referrals from the statewide online triage system. A2JTech will provide additional information about projects' status, tech tools and also describe plans for the upcoming Control (evaluation) phase the first two quarters of 2021.

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