Center for Policy Research (CPR)
December 1, 1999
Phase I of the Hotline Outcomes Assessment Study involved detailed qualitative interviews with managers and directors of 44 legal hotlines and an analysis of caseload patterns for 16 programs that appear to have relatively stable pre- and post-hotline environments.
The Hotline Outcome Assessment Study evaluates the effectiveness of Hotline systems in two phases. Phase I, the subject of this report, uses existing data to compare pre- and post-Hotline caseload statistics in select programs. In addition, it summarizes the information obtained in interviews with Hotline managers and Executive Directors of programs with Hotlines concerning varieties of Hotline staffing and a number of other issues relating to Hotline design and implementation, as well as the perceived strengths and weaknesses of Hotlines.
Phase I of the Hotline Outcomes Assessment Study involved detailed qualitative interviews with managers and directors of 44 Legal Hotlines and an analysis of caseload patterns for 16 programs that appear to have relatively stable pre- and post-Hotline environments, thus permitting reliable comparisons to be made. The results answer some (but not all) questions about the impact of a telephone-based system for the provision of advice and referral services and the format that they might take.
- Hotlines can be effective, but success is not guaranteed
- All executive directors and managers say the Hotline expanded capacity, productivity, and accessibility
- Starting a Hotline takes a lot of money and time. Although there are often some initial staff resentments and concerns, these fade quickly once the Hotline is implemented and staff experience its efficiencies.
- Many different staffing arrangements and operational formats work well
- Future research should focus on client satisfaction and outcomes
PUBLICATION DETAILSFormat: Research
Publication Type: Report
Who Served: Self-Represented Litigants
How Provided: Self-Help, Technology
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