- Universal Triage SystemAn enhanced solution for connecting people to legal aid assistance
The Universal Triage System is a significant thrust towards achieving 100% access to justice in Wyoming. With an embeddable framework and unified logic tree, the system helps ensure that people seeking legal assistance will be connected to the right resources regardless of where they begin.
A web-based tool, the system will feature online triage and client intake with automated text messaging throughout the entire experience. Those who qualify will be directed towards the proper organization(s) for their needs, while the rest will be presented with appropriate self-help resources.
On the back-end, a powerful analytics dashboard and reporting function will keep organizations updated on their key performance indicators (KPIs), allowing for continuous improvement. After the successful launch of the system, a comprehensive outreach plan will be utilized to reach residents across the state to inform them of the new tool.Connecting people with the right resources for them
All across the country, organizations are leveraging technology to provide greater access to justice. However, a majority of these tools were created independently from each other and exist only within their originating organization. Providing the client with the best resources for their needs relies heavily on the luck of them happening to start at the right organization. Our project aims to solve this and other common issues experienced by many today.
Where do I start? Do I even qualify for assistance?
Wyoming currently has several legal aid organizations and each one handles a variety of different matters. Unless you happen to start your search with the right organization for your matter, it’s difficult to find the resources you need. Because each organization’s website is built and maintained independently of one another, the applicant experience varies from site to site.
By building a single triage system that can be universally embedded into each organization’s website, we create consistency in the applicant experience and provided outcomes regardless of where they started. Because the triage system is maintained from a single source point, any updates will be instantaneously available across all websites hosting the unified system.
I don’t qualify for assistance, now what?
Sometimes the applicant may not qualify for legal aid due to exceeding income or asset thresholds. For these applicants, some organizations will present “self-help” resources. Often these are curated independently by that organization and do not encompass all that is available within the state.
Our system will build a central repository, where self-help resources can be curated and managed much more efficiently. These resources, displayed at the end of the triage experience, will also be emailed or texted to the applicant for easy reference at any time.
I qualify for assistance and found the right organization, now what?
Occasionally, an applicant starts the intake process but doesn’t finish or cannot be reached after applying. It’s becoming more difficult to reach somebody by phone and emails get lost in the clutter (or end up in spam). Research shows that open rates average just 20% of all emails.
Research also shows that SMS open rates are as high as 98%! Our system will introduce an option for text notifications to be sent automatically throughout the client journey. Application status, appointment reminders, and important due dates will be sent to keep clients informed and their case on track.
How does my organization know what’s working or not?
Many available CMS options do not currently track detailed analytics on their cases or clients. This makes it difficult for the organization to identify areas of improvement, services of the highest value, and internal resource utilization. Without accurate and measurable metrics, organizations are left to guess on which initiatives and projects will offer the biggest return on investment.
In this new system, analytic data points will be collected throughout the entire client journey. This includes things like application bounce rate, matters and their outcomes, and client feedback. KPIs will be established and available for review in an analytics dashboard. Custom reports will be automatically generated to meet organizational reporting requirements.
How will organizations and people learn about these new improvements to accessing legal aid?
We will meet with organizations across the state, offering training and help in setting up this new system on their own websites. We will advertise the services online, using marketing tools such as Google AdWords and Facebook Ads. We also plan to work with partner organizations to perform outreach in rural areas, where people may be less aware of the legal aid options available.
Will this system be available in states other than Wyoming?
We aim to build the Universal Triage System to be exactly that: universal. By designing the system in a modular way, the components could be adjusted to fit the requirements of any state. Following a successful launch in Wyoming, we plan to partner with another state to test the feasibility of replication within states all across the country.
Project Components
The Universal Triage System will include the following features:
Unified Triage Decision Trees
By building an embeddable module, websites across all state organizations can utilize the same triage function. Updates to eligibility requirements and available resources are maintained from a single source and unified across organizations simultaneously.
Self Help Resources
For those who do not qualify for legal aid services, a list of available self-help resources will be presented to the applicant following the triage process. They will have the option to also receive this information via email or text message for easy access anytime.
Online Intake and Scheduling
For those who qualify, the applicant will be directed to an online application that will input their data directly into the organization’s CMS. This streamlines the intake process by reducing administrative workload and allows follow-up directly with the client.
Automated Text Messaging
Research shows that SMS open rates are as high as 98%, compared to just 20% of all emails. Throughout the entire client experience, automated text messaging will deliver resources, send friendly reminders and important updates, and gather feedback.
Analytics Dashboards with Report Generation
Throughout the client journey, metrics will be collected to measure things like engagement, bounce rate, outcome, conversion, and demographics. This data will be displayed inside an organization’s private dashboard for analysis. Custom reporting will automatically generate reports which can be easily shared. Additional feedback, collected through automated text messaging, enables organizations to measure the efficacy of their work and promote continuous improvement.
Project Partners
This project is supported by a Technology Initiative Grant from the Legal Services Corporation, in partnership with A2J Tech Store, University of Wyoming College of Law, and Equal Justice Wyoming.
