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12 10 2007 DRAFT Central FLA HELPLINE Telephone Scripts

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12 10 2007 DRAFT  Central FLA HELPLINE Telephone Scripts Powered By Docstoc
					Community Legal Services of Mid Florida, Inc 386-255-6573
HELPLINE Telephone Scripts

1. Routing Message:           (Mailbox 440)
Welcome to Community Legal Services Helpline.
PARA ESCUCHAR ESTE MENSAJE EN ESPAÑOL, OPRIMA 1
There are four options on this menu. You can make your selection at any time. The Helpline is
very much in demand and is often busy helping other callers. If you have trouble reaching the
Helpline consider the other options listed on this menu:

First Option: The Helpline has special procedures for the following situations:
If you only have five days left to respond to a lawsuit;
If you have a hearing scheduled in 5 or less days;
If you received a Writ of Possession
If your Landlord has locked you out or shut off your electricity or water,
If your wages have been garnished or your bank account frozen, or
If your child has been suspended or expelled from school

If any of these situations apply to you, press 2 for emergency assistance.

Second Option: You can proceed with a regular Helpline Intake instead of listening to the
remaining options by pressing 3.

Third Option: If you live in Volusia or Marion County, you can speak to an attorney at our
Wednesday Legal Advice Clinics in Daytona Beach and Ocala. To attend a clinic, do not call the
Helpline. Instead press 4 to connect to the Legal Advice Clinics. [Connects to mail box 442]

Fourth Option: If you are calling about a tax problem press 5 to connect to the tax unit.

We do not provide any assistance on criminal matters or traffic tickets.

To hear this message again press 6

==============================




                                            Page 1 of 7
2 – All Helpline Intake Assistants are busy (Mailbox 416)
All Intake Assistants are busy. PARA ESCUCHAR ESTE MENSAJE EN ESPAÑOL,
OPRIMA 1 [connects to Spanish script]
Please listen to the following options which may provide you with a different way to obtain the
legal advice or information you need. You can make your selection at any time. If you want to
contact the Helpline please call us later. Our normal intake hours are 8:30 am to 4:15 pm
Monday through Friday.

If you live in Volusia County or Marion County, you can speak with an attorney at our
Wednesday night Legal Advice Clinics held in Daytona Beach and Ocala. To attend a clinic, do
not call the Helpline. Instead press 4 to connect to the Legal Advice Clinics. [Connects to the
clinic message mail box 442]

If you are calling about a tax problem, press 5 to connect to the tax unit.

We have four pre-recorded legal messages which can provide you with important legal
information:

      If you received a 3-day notice from your landlord you can learn about your
      rights and receive additional written information by pressing A.

      If you are getting harassing calls from creditors you can learn how to stop them
      and receive additional written information by pressing B.

      If your application for Social Security benefits or SSI benefits has been denied
      or if you have a question concerning workers compensation, press C

      If you or a family member is a victim of Domestic Violence and you want
      information about Injunctions for Protection press D


We do not provide any assistance on criminal matters or traffic tickets.

To hear this message again press 6
===================================
Pre –recorded Legal Messages
A. You have selected information about a 3-day notice received from your landlord.

There are many legal issues involved to determine if the 3-day notice is valid and what defenses
you have to fight an eviction. If you want information about either of these issues, continue
calling the Helpline or attend a legal advice clinic if one is available in your county to learn
about your rights and what you can do to fight an eviction.




                                            Page 2 of 7
Some people are not interested in fighting the eviction process or may not have defenses to the
eviction, but just need to know how much time they have to move.

In general, the eviction process from start to finish takes at least fifteen days. The first step in
the eviction is to give you a three-day notice. If you do not move out on the date demanded in
the 3-day Notice, the Landlord then must take the second step: filing the eviction lawsuit and
serving you with a 5-day eviction summons. You have five business days to respond to the
eviction summons and, since Saturday and Sunday are not counted, most of the time it works out
to 7 actual days. Once your time to answer has passed, the landlord can go to step three: getting
the judge to sign an order evicting you. Once the judge signs the order, you will be served with a
Writ of Possession, which is usually taped to your door. The Writ gives you 24 hours to leave
the property voluntarily. If you don’t, the landlord can have you physically removed from your
home.

Your landlord has to follow each of these steps to evict you, and the process will take at least 15
days from the day you receive the 3-day notice to the day the Writ of Possession is enforced.

Your landlord is not allowed to do things like turn off your utilities, lock you out, or remove your
belongings to try to make you move without getting a court order. If any of those things happen,
please call the Helpline for information about your legal rights.

To receive written information about the 3-day Notice and the eviction process press …X.

To hear this message again press 6.

========================

Pressing …X script

To receive written information about the 3-day Notice and the eviction process at the sound of
the beep clearly and slowly state your name and address and then repeat your name and address.
Do not leave your telephone number as are not able to call you back.

===================================================================

B Collection Harassment
You have selected information about harassing collection calls and letters:

A creditor can request payment from you and eventually sue you if you do not pay. But a
creditor cannot harrass you for payment.

A collection company cannot:
    Call you before 8:00 a. m. or after 9:00 p.m.;
    Call an unreasonable number of times;
    Use harassing, abusive or obscene language; or
    Threaten to put you in jail if you don't pay;


                                            Page 3 of 7
You cannot be put in jail just because you do not pay a consumer debt. Examples of consumer
debts are credit cards, car loans or medical bills.

How can you stop being harassed to pay bills?
Some times just explaining your situation to the creditor can help. Some creditors may be willing
to work out a payment plan with you.

If you are already receiving harassing calls from a collection agency, just send them a letter
stating you do not want it to contact you anymore. The law requires the collection agencies to
stop calling and writing to you after they receive your letter.

To receive additional information about how to stop harassing collection activities as well as to
receive a sample letter to send to a collection company press …X.

To hear this message again press 6.

========================

Pressing …X script

To receive additional information about your rights and a sample letter, at the sound of the beep
clearly and slowly state your name and address and then repeat your name and address. Do not
leave your telephone number as we are unable to call you back.

=========================================
C. Denial of SSA or SSI benefits
You have selected information about workers compensation or denials of Social Security or SSI
benefits.

Community Legal Services of Mid Florida does not handle workers compensation claims. There
are attorneys who specialize in assisting individuals get workers compensation. To locate an
attorney in your area who handles workers compensation cases call the Florida Bar Attorney
Referral Service at 800-342-8011. Again that number is 800-342-8011.

If your Social Security benefits or SSI benefits have been terminated, reduced or you have an
issue concerning an overpaymnet, continue calling the Helpline to speak to an advocate who
handles those cases.

Community Legal Services of Mid Florida does not handle cases where you have not received
Social Security or SSI benefits because your application was denied. If your application was
denied you can get an attorney to represent you. The attorney will not charge you a fee unless
you win your case and the attoney’s fee will be taken out of your past due benefits. To locate an
attorney in your area who handles Social Security or SSI cases call the National Organization of
Social Security Claimant Representatives at 800 431-2804. Again that number is 800 431-2804.



                                           Page 4 of 7
To hear this message again Press 6
=============================

D. IFP

You have selected information about Injunctions for Protection Against Domestic Violence.

If you are in immediate danger, call 911 now and report the danger to the police then call the
Helpline back.

If you need shelter or other non-legal assistance because of Domestic Violenece call the
Domestic Abuse hotline at 800-500-1119 again that number is 800-500-1119.

For assistance in filing for an Injuction for Protection Press the number following the County in
which you live:

If you live in Citrus or Hernando County Press A
If you live in Lake County Press B
If you live in Marion County Press C
If you live in Osceola County Press D
If you live in Sumter County Press E
If you live in Flagler or Volusia County and you have a Hearing already scheduled on your Injunction
for protection Press F

If you reside in Brevard County you should contact the Brevard County Legal Aid at 321-631-
2500 again that phone number is 321-631-2500.

If you reside in Seminole County you should contact the Seminole County Legal Aid at 407-834-1660
again that phone number is 407-834-1660.

To hear this message again Press 6
===============




                                             Page 5 of 7
3 – Helpline Closed            (Mailbox 443)
Welcome to the Community Legal Services Helpline.
PARA ESCUCHAR ESTE MENSAJE EN ESPAÑOL, OPRIMA 1


The Legal Advice Helpline is currently closed. Please listen to the following options which may
provide you with a different way to obtain the legal advice or information you need. You can
make your selection at any time. To reach the Legal Advice Helpline please call again during
our normal intake hours of 8:30 a.m. to 4:15 p.m. Monday through Friday.

If you live in Volusia County or Marion County, you can speak with an attorney at our
Wednesday night Legal Advice Clinics held in Daytona Beach and Ocala. To attend a clinic, do
not call the Helpline. Instead press 4 to connect to the Legal Advice Clinics. [Connects to the
clinic message mail box 442]

If you are calling about a tax problem, press 5 to connect to the tax unit.

We have four pre-recorded legal messages which can provide you with important legal
information:

      If you received a 3-day notice from your landlord you can learn about your
      rights and receive additional written information by pressing A.

      If you are getting harassing calls from creditors you can learn how to stop them
      and receive additional written information by pressing B.

      If your application for Social Security benefits or SSI benefits has been denied
      or if you have a question concerning workers compensation, press C

      If you or a family member is a victim of Domestic Violence and you want
      information about Injunctions for Protection press D


We do not provide any assistance on criminal matters or traffic tickets.

To hear this message again press 6
===================================



==================================================

4. – HOLIDAY (Mailbox 425)
Community Legal Services Helpline is closed for the _________ holiday.



                                            Page 6 of 7
PARA ESCUCHAR ESTE MENSAJE EN ESPAÑOL, OPRIMA 1

We will resume normal business on __________



4 - SPANISH VERSION -------             (Mailbox 427)




                                      Page 7 of 7

				
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