Back To Schedule
Thursday, January 11 • 10:00am - 11:15am
Hotlines: The Next Generation

Log in to save this to your schedule, view media, leave feedback and see who's attending!

Until now, there has not been a tremendous amount of change in legal aid hotlines. The addition of technologies like automated call distribution, VOIP telephony, and virtual call centers have allowed legal services hotlines to take a giant leap forward. With the emergence of expert systems, the development of sophisticated triage systems, the prevalence of VOIP telephony, as well as speech recognition and other forms of artificial intelligence, there are exciting new options for this service delivery method. While some legal services providers are leveraging these new technologies, others are considering how to get started. This session seeks to explore the next generation of legal hotlines. Panelists will discuss current and planned projects that take hotline service delivery to the next level. Topics will include CMS and telephony integration, expert systems, and a dialogue about how artificial intelligence may play a role in tomorrow's legal service hotlines.


Karla Chrobak

Supervisory Attorney, CARPLS
Karla Chrobak is a supervising attorney at CARPLS (Coordinated Advice and Referral Program for Legal Services), which provides advice, referrals and brief services, through a phone hotline and various court-based help desks, to low and moderate income residents of Chicago and suburban... Read More →
avatar for Laurel Heer-Dale

Laurel Heer-Dale

Director of Client and Communinity Engagement Services, Legal Aid of Nebraska
Laurel Heer Dale, Executive Director, began her career with Legal Aid of Nebraska in 2002 as a staff attorney. She later became a Supervising Attorney on the AccessLine, Legal Aid's centralized intake unit. In 2011, Laurel became the Director of Access, managing the firm's centralized... Read More →

Ronké Hughes

Director, Office of Training and Technical Assistance, LSC
Ronké Hughes is the Director of Legal Services Corporation's Office of Training and Technical Assistance. She joined LSC in 2014 and previously served as Program Counsel and Deputy Director in the Office of Program Performance. She received her B.A. from The University of North Carolina... Read More →

Joan Kleinberg

Director of Strategic Initiatives, Northwest Justice Project
Joan Kleinberg is a member of the management team of the Northwest Justice Project where she works on projects that support the strategic objectives of the organization including outcomes measurement, use of data, intake system flow, case management system development and private... Read More →

Thursday January 11, 2018 10:00am - 11:15am CST
Orleans/Rosalie/St. Claude 3rd Floor