IMPROVING EFFICIENCY AND THE CLIENT EXPERIENCE AT INTAKE

Legal Services NYC (LSNYC) is the largest civil legal services provider in the country and helps more than 80,000 low-income New Yorkers annually. LSNYC's potential clients connect to legal counsel by calling the organization's hotline (Access Line), which a team of paralegals manages. LSNYC enlisted a Capstone team to develop a series of recommendations that would improve the experience of callers to the Access Line. The Capstone team analyzed Access Line and call log data, interviewed LSNYC's team of intake paralegals, and researched best practices in caller engagement protocols utilized by similar legal services organizations and other trauma-focused hotlines. The team's research will help LSNYC define clear caller engagement protocols for paralegals and improve its efficiency in answering and fielding calls from potential clients.