Jasmine Ashley-Tagoe (Toynbee Hall Free Legal Advice Centre), Bernadette O’Sullivan (Dentons) and Francine Ryan (Open University) provided insight into their client triaging processes and shared tried and tested methods. Jasmine and Bernadette outlined the shift from in-person on-the-spot triaging to triaging client queries remotely via email or online enquiry forms. The Open University has always operated a remote service and have been exploring how to improve online triaging and signposting. Speakers also elaborated on the value students can add to this process and how they can support both in-person and remote triaging through fact-finding interviews with clients.
Attendees discussed if and how client data collection takes place at the triaging stage. Several clinic coordinators also shared that client issues have become more complex, there is an increase in urgency, and clinics are increasingly receiving queries from outside of their typical geographical area (especially those that operate online).
At the end of the session Sanjay Hora (LawWorks) introduced The Jeanie Project. The Jeanie Project is a free online tool that LawWorks is in the process of developing, that enables front-line staff and volunteers to gather further information from clients with legal problems and support them to go through structured legal scenarios and questions.