Request for Proposals: Legal Aid Foundation of Los Angeles Online Intake Technology Project Manager
Legal Aid Foundation of Los Angeles (LAFLA) is one of the largest legal aid organizations in Los Angeles, home to a population of over 10 million and almost 2 million of those living in poverty. The organization’s phone intake system handles over 100,000 calls a year; however, due to the daily volume of calls, many prospective clients with priority issues may have difficulty obtaining access when needed.
LAFLA seeks to develop an online intake and triage system to provide an additional point of access to its delivery system to better connect with eligible clients. The online intake and triage system will be accessible to prospective clients 24 hours a day, 7 days a week and be accessible by smartphone, tablet, and personal computers.
A key piece of the triage system will be to provide just-in-time legal information and resources to prospective clients as they make their way through the online intake system. This information will be made available through a feature in the A2J Author 5.0 (A2J 5) online intake platform through which LAFLA will be able to seamlessly integrate short animated informational videos.
Another key feature and reason for choosing A2J 5 is to provide further accessibility to Los Angeles’s large and linguistically varied population. A2J 5 offers support for multiple languages which LAFLA will make intake available in, including: English, Spanish, Simplified Chinese and Korean. In addition to the supported languages, LAFLA will also translate intake into Thai and Mon-Khmer Cambodian.
Project Goals & Target Audience
- LAFLA aims to develop an online intake and triage system to provide an additional access point to its services for the Los Angeles low income community. Implementation of the online intake system will drive LAFLA towards achieving LSC’s goal of 100% access by not only helping LAFLA connect with eligible clients but also assisting with triage to provide all applicants with access to legal informational videos, self-help court form packets, and referral links to other agencies.
- A2J 5 is the platform that LAFLA has chosen to conduct online intake. A2J 5 offers the ability to provide online intake in multiple languages and has the additional benefit of providing built in mobile adaptability so that intake may be available on smartphones, tablets, and other mobile devices.
- A key piece of the triage system will be to provide just-in-time legal information and resources to potential clients as they make their way through the online intake system. Using existing features in A2J 5, LAFLA will be able to seamlessly integrate short animated informational videos into the intake system.
- LAFLA will also install analytics software to track use of the online intake system, drop off points in the interview, use of videos and other resources, and completion rate.
- To complete the implementation of an efficient online intake system, it will be necessary to create a transfer module that electronically transfers information inputted into the online A2J 5 interview into LAFLA’s case management system, ProLaw.
- Scope of Work & Deliverables
- We are hiring a vendor to provide project management over the various technological components of the project including:
- Installation of A2J 5 on LAFLA’s server
- Integration of A2J 5 on LAFLA’s website as the outward facing platform for online intake submissions
- Programming of the various language interviews into A2J 5. Integration of analytics software into A2J interview. Embed legal information videos within the guided interview according to the question logic and also place them on LAFLA’s legal resource page.
- Integration of translation software to translate non-English A2J interview files into English.
- Building of a transfer module to export translated A2J interview files and load into ProLaw, LAFLA’s case management system.
- Testing, feedback & evaluation of project’s technological components.
Fatima Dadabhoy, Intake Managing Attorney and online intake project manager, 323-801-7942, fdadabhoy [ at ] lafla.org. Please direct any questions to her.