Virtual Self Help Center
Susan Ledray September 5-6, 2007 7th-8th District Retreat
Mid-1990s Pro Se Committees Study the Problem
CCJ MSBA Local Courts
Addressing needs: access to justice, efficiency, fair outcomes
2006
Seasoned programs Judicial Council adopts state-wide plan Law Library/Courts Legal Services Commission MSBA Committee - unbundling
What is the Virtual SHC?
Virtual Self Help Center
Website Court workstations Centralized staff to answer questions via email and phone *************************************** **** Future possibilities
Screening of papers via fax or forms sharing Video conferencing Classes via webcast or videoconferencing Co-browsing, livechat
Components of Workstation
Desk Computer
Internet, Adobe Acrobat, memory stick plug in No ability to save to computer, No Outlook/email, separate V-lan
Printer (court supplies paper) Headphones Telephone (VoIP, connects to Call Center)
Child Support Calculator Link
Forms
Court Forms link on permanent tab bar Directed to specific forms within SH topics Methods of completing forms
Get forms from court administration Print forms at workstation (packet) Use Adobe Acrobat to fill out forms Use I-CAN! for IFP and Divorce with Children Use Turbocourt for Conciliation Court
Packet vs. Individual Forms
Adobe Fillable Forms
Privacy: Close out screens
Support for Workstation Users
Your court/library may offer some support Users from home can use the “Contact Us” link for email help Phone support will be phased in
Start with pilot sites Oct 1 (tentative) Develop best practices Add additional sites as quickly as possible
Phones are connected, however…
TELEPHONE
NOT IN SERVICE TELEPHONE
NOT IN SERVICE
Call Center Staff
Three positions for ‟08 (all attorneys) Katrina Zabinski, supervisor Melissa Kantola, grant funded/temporary To be hired, temporary Requested $622,000 in new $ for 08-09 from Legislature Judicial Branch allocates $102,000 for „08
Katrina and Melissa
LEP Capacity: Spanish and Somali
Who can use the Service?
No limitations by case type or income, but for MN District Court cases only Building LEP resources Not suitable for people with low literacy skills (some exceptions like videos) Best for people who can read and follow instructions, but need some guidance or have questions Complex cases = Referral to Lawyers
In-person Self Help Services
Virtual SHC doesn‟t eliminate need for on site services or referral resources Able to see their papers, read their court orders, screen completed forms Better attuned to local procedures
Call Center staff will refer back to Court Admin Send local procedures to call center staff Post local procedures on your website
Virtual or In-person
All court and library services are limited by neutrality requirements Rule 110 Gen.R.Prac for District Courts Remember that it is “self-help” not “do it for you” Can‟t help with everything Lawyer Referral and Unbundling
What is Success?
Your ideas….
Questions and Comments?