Intake, Advice & Brief Service

Design work is underway to develop the following training modules - each of which will be offered through CLAE's Online Campus:

For Supervisors:

• Essential Skills for Hotline Supervisors: provides an introduction to systems and skills needed to oversee and guide the work of hotline programs and staff. for more information. To learn more about these online course modules...

For Advocates:

• Gathering facts from clients exhibiting challenging behaviors – through which advocates will be able to: identify behaviors that make it difficult to interview a person; describe ways to respond to different challenging behaviors including how to diffuse anger and how to keep client focused; identify conditions for ending a call; Identify safety protocols and procedures.

• Issue Identification – through which advocates, during a first time telephone call, will be able to: clarify at least one legal issue for the client; identify additional legal issues in client’s presenting problem.

• Counseling Client to Empower – through which advocates, during a first time telephone call, will be able to: articulate a game plan to help the caller resolve at least one legal issue.

For Screeners:

• Customer Service 101 - through which staff will be able to: identify the characteristics of a professional and courteous interaction; give a complete (scripted) preliminary statement about what will happen on the call; conduct a series of structured questions effectively; respond effectively to customer’s objections about qualification questions; remind callers of the limits of the screener’s service/purpose; identify appropriate ways (language) to complete a screening call.

• Fact gathering 101 – through which staff, in an initial screening call, will be able to: identify three categories for eligibility; determine eligible callers; for eligible clients, seek a brief description of client’s legal problem; identify ways to help client focus on key facts and concerns; identify emergencies; and; classify and record case type.