New Web Intake Module

idea by JALA




Overview of Idea


Requests for services continue to rise among our client base; those living in poverty, the elderly, and disabled. Changes in intake, including phone intake, have resulted in a more efficient response to calls for service. This project proposes an online intake feature to be used as an alternative for those who cannot remain on hold for phone intake. Nationally, hold times average 20 minutes or more, which can be problematic for poverty clients with limited cell phone minutes.

(As the only unrestricted civil legal service provider for Northeast Florida, Jacksonville Area Legal Aid has been the legal advocate for low-income families and individuals since 1976.)

The Specifics: How will you use $2,500 to fuel social change through technology?

This request ensures access to justice by addressing an alternative intake procedure, allowing potential clients to utilize an online intake web module as an alternative to phone intake. Legal Server, our current data base management system, has an online intake component available which will be customized to our case management system. This online intake is a less expensive alternative to expanding the current phone intake process for our organization and a system that could eventually be developed for other uses in the future. In addition, those with limited cell phone minutes will be provided an alternative intake process. Based on The Pew Internet & American Life Project 2012 survey results regarding cell internet use, we believe the majority of our clients will find the online alternative preferable to direct cell phone minute usage where they must wait for assistance via a phone line.

JALA is not an LSC funded program and therefore not eligible for technology innovation grants. LSC firms, especially those similar in size to ours, for many years have had the capability of conducting online intake. This grant will allow us to keep pace with those firms and this funding provides a rare technology grant opportunity for our firm.

{Survey Results - 51% of African-American cell internet users do most of their online browsing on their phone, double the proportion for whites (24%). Two in five Latino cell internet users (42%) also fall into the "cell-mostly" category (*cell-mostly means that most of online browsing is done via cell phone). Those with an annual household income of less than $50,000 per year, and those who have not graduated college are also especially likely to say that they conduct most of their online browsing using a mobile phone.}

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