Coordinated Intake Handbook

Purpose of Coordinated Intake

To provide eligible Minnesotans with efficient and easy access to the legal aid organization most likely to assist them, based on their legal issue and venue, by accurately routing their first call for help.

Background

The Coordinated Intake effort began in 2017 with a directive from the Minnesota Supreme Court to improve the experience of applicants needing legal aid services by coordinating intake access throughout Minnesota. This directive was rooted in the recommendations contained in a report examining legal aid access across the state. The recommendations in the report (referred to as the “Tull Report”) were intended to address confusion and frustration on the part of applicants regarding where to apply for assistance and to reduce applicant “bounce”.  Bounce refers to the process in which applicants were referred to other legal aid organizations, requiring them to make phone calls to multiple legal aid organizations, telling their story over and over, as they searched for an organization able to help. The creation of a statewide, toll free number for legal aid, the establishment of clear and consistent referral policies, and a broad marketing campaign to reach likely applicants are all components of the Tull recommendations. The current coordinated intake system reflects the participating organizations’ efforts to respond to these recommendations and shorten the journey to justice for eligible Minnesotans.

Over the course of 2019 and 2020, all participating programs migrated to LegalServer to facilitate electronic case transfers, and a referral policy and governance structure were put into place. Legal Services State Support created and launched LOON, a website used by participating organizations to evaluate applicant eligibility so intake staff can accurately refer applicants to organizations likely to provide service to that applicant.

Goals

The goals of Coordinated Intake are to:

• Assist applicants seeking legal aid services in reaching the organization most likely to assist them on their first phone call.
• Create and market a statewide, toll-free telephone number for legal aid services across the state.
• Establish referral policies and case priorities for participating legal aid organizations.
• Implement an easy process for the secure electronic transfer of applicant information between organizations.
• Identify mechanisms and data tracking to ensure applicants do not “fall through the cracks” between organizations.
• Ensure the ability of legal aid organizations to provide advice to a high volume of applicants whose legal situations are best resolved through limited services.

Status of Coordinated Intake

Minnesota is divided into four regions with “regional hubs” to conduct initial applicant screening and referral to the legal aid organization that best fits the applicant’s legal needs. The hub organizations are:

• Justice North (previously LASNEM),
• Legal Services of Northwestern Minnesota (LSNM),
• Mid-Minnesota Legal Aid (MMLA) and
• Southern Minnesota Regional Legal Services (SMRLS).

All regions have launched their coordinated intake processes and use of the new statewide number: 1-877-MY-MN-LAW (1-877-696-6529).  All hubs are routing calls to participating organizations based on the referral and case routing protocols established in their regions and transferring cases through LegalServer.

Participating Organizations

Coordinated Intake Hubs

Four regional Hubs receive calls from the statewide 1-877 number and screen applicants to determine which participating organization in the region is most likely to serve the applicant. Hubs are familiar with the legal aid organizations in their area, as well as local community service providers and partners. This knowledge allows Hubs to effectively screen applicants for legal services and knowledgably refer applicants to non-legal service organizations.

When an applicant calls the 1-877 number, they are asked to select their preferred language and then enter their zip code. The phone system routes the call to one of the four Hubs based on the applicant’s zip code. The Hub screens the applicant and if they are unable to serve the applicant, they review LOON and then e-transfer the applicant’s information via LegalServer, to the participating organization most likely to offer services, based on the applicant's legal issue, case venue, and income.

Hub Organizations:

Justice North (formerly Legal Aid Service of Northeastern Minnesota) (Northeast Hub)

• Justice North provides legal aid services and coordinated intake for the 11 counties of northeastern Minnesota.
• Justice North serves as the hub organization for Anishinabe Legal Services and Volunteer Lawyers Network.

Legal Services of Northwest Minnesota (Northwest Hub)

• LSNM provides legal aid services and coordinated intake for the 22 counties of northwestern Minnesota.
• LSNM serves as the hub organization for Anishinabe Legal Services and Volunteer Lawyers Network.

Mid-Minnesota Legal Aid (Central Hub)

• MMLA provides legal aid services and coordinated intake for 20 central Minnesota counties, plus 6 additional counties for seniors, and statewide services for disability law.
• MMLA serves as the hub organization for Central Minnesota Legal Services and Volunteer Lawyers Network.

Southern Minnesota Legal Services (South Hub)

• SMRLS provides legal aid services and coordinated intake for the 33 southern counties of Minnesota and legal aid services for agricultural workers statewide and across North Dakota.
• SMRLS serves as the hub organization for Legal Assistance of Olmsted County, Legal Assistance of Dakota County, and Volunteer Lawyers Network.

Organization Information

Information for coordinated intake organizations is in LOON (Legal Organizations Online Network). This includes a program’s legal topics, case priorities, eligibility criteria, service areas, contact information, intake hours, and referral information. Participating organizations are responsible for regularly updating their information in LOON at least quarterly and making immediate updates in the event of a significant program change.

LOON serves as the primary reference and single database all organizations have agreed to use, and maintain, for all statewide referrals that are part of coordinated intake. Questions or comments about LOON should be directed to Sam Manning at smanning@mnlegalservices.org.

The Applicant Experience

Coordinated Intake Phone Number

Applicants enter the Coordinated Intake System through the 1-877-MY-MN-LAW (1-877-696-6529) telephone number or calling a participating organization directly. The 1-877 number is currently listed on all Hub websites in place of their usual intake number. After a soft launch period, the number will be broadly marketed statewide.

Automated Phone System

When an applicant calls the 1-877-MY-MN-LAW (1-877-696-6529) number, an automated phone system asks the caller which language they prefer and then prompts them to enter their zip code. Every zip code in the state is linked to a specific regional Hub. The system matches the zip code to the appropriate Hub and seamlessly transfers the call based on the information entered. If no zip code is entered, the caller is connected to SMRLS.

Languages

The coordinated intake phone system is available in:

• English
• Hmong
• Karen
• Somali
• Spanish 

The Hmong, Karen, Somali, and Spanish prompts were recorded by legal aid staff who are native speakers of these languages. 

Hub Screening

Regional Hubs answer intake calls during their intake hours. When an applicant reaches a Hub, the intake specialists screen the applicant to determine eligibility for services at their organization or other organizations within their region. Based on the applicant screening, the intake specialist determines which organization in the region is most likely to provide services to the applicant. The applicant’s information is recorded in LegalServer and e-transferred to the appropriate organization. 

Calls made to the 1-877 number outside of a Hub’s designated intake hours are directed to the Hub’s voicemail. To accommodate applicants who prefer a language other than English, each Hub must have voicemail prompts recorded in the languages commonly spoken in that region. Intake specialists at the Hub attempt to call the applicant back within one business day of receiving a voicemail.

Key Decisions

Hubs can select whether to include the LegalServer fields as a prescreen or incorporate into their current intake process. (Date decided: March 27, 2023)

Communication Policy for disseminating new coordinated intake policies and procedures. (Date decided: October 23, 2023)

1. Committee/State Support will draft new or updated written policies and share with the Communication Lead at each organization.  Organizations are responsible for establishing own process for how Communication Lead will share information internally.
2. State Support will share new or updated policies at CIWG Intake Staff Supervisors Meetings.
3. State Support will create Talent LMS trainings for staff to complete on their own time.

Coordinated Intake Process

For all calls that come in through the 1-877 number, use the Intake Type field in LegalServer to mark the case “1-877 Call.” Based on the applicant screening, the intake specialist determines which organization in the region is most likely to provide services to the applicant. The applicant’s information is recorded in LegalServer and e-transferred to the appropriate organization. 

There are 4 possible outcomes for the coordinated intake process:

1. The applicant appears eligible for services from your organization.
2. The applicant appears eligible for services from another organization in your region.
3. The applicant appears eligible for services from an organization in a different region.
4. The applicant appears ineligible for services from any coordinated intake organization.

1) The applicant appears eligible for services from your organization

If the applicant appears eligible for services from your organization, complete a full intake following your organization’s intake criteria and process.

2) The applicant appears eligible for services from another organization in your region

If an applicant is not eligible for services from your program, use LOON to assess whether the applicant is likely to receive services at a receiving organization.  In LOON, you can find information about: 

• an organization’s case types and priorities for different levels of service;
• an organization’s eligibility criteria; and
• contact information if you have questions about the listing.

If the applicant appears eligible for services from another organization in your region, e-transfer (see below) the case.

3) The applicant appears eligible for services from an organization in a different region

The 1-877 number phone system routes calls based on their zip code. However, if a case is venued (where the legal issue takes place) in a different region than your Hub’s region, use LOON to assess whether the applicant is likely to receive services at an organization in a different region.  If the applicant appears eligible for services from an organization in a different region, you can transfer the applicant to the appropriate Hub or receiving organization. The way you transfer the applicant depends on when you realize the caller has reached the wrong Hub:

• If you have started entering information in LegalServer, e-transfer the case via LegalServer to the appropriate Hub.
• If you have not completed the first page of the Prescreen when you determine the caller should be transferred to a different Hub, attempt a Warm Transfer (see below) to the correct Hub by transferring the call to the appropriate Hub while the caller is still on the line;

4) No Coordinated Intake Organization is Likely to Serve Applicant:

During the applicant screening, if it is apparent that there is no coordinated intake program that will likely serve the applicant, review LOON to determine if there are any other legal aid organizations that are likely to provide services. If there is a legal aid organization that is likely to provide services, make a referral to the appropriate organization as stated in the Referral Tab in LOON and the Referral Policy.

If after searching LOON there are no organizations that are likely to provide services, notify the applicant that they are not eligible for services.

E-Transfers

When e-transferring an applicant’s information in LegalServer to another organization:

• Ask the applicant for their consent to transfer their information to the organization that is most likely to assist them. If the applicant does not consent, give them the organization’s contact information and intake hours.
• Create an e-transfer note that contains the following information:

1. Basic legal issue
2. Any known hearings or deadlines
3. Language of caller and whether interpreter is needed
4. If it is an emergency, include the word “EMERGENCY” (When to designate an e-transfer as an emergency).
5. Email of intake specialist at organization making the e-transfer, if you are comfortable receiving follow-up questions from the receiving organization directly.

Example e-transfer note: Referral for family issue – custody case with domestic violence, court on Jan. 2 at 9am. Applicant speaks Somali, needs interpreter. staffname@mylegalaid.org.

Warm Transfer

When attempting to warm transfer an applicant:

• Inform the applicant that they may be eligible for legal assistance from another organization.
• Ask for the applicant’s consent to start a three-way call with the organization.

1. If the applicant consents, proceed with the transfer.
2. If the applicant does not give consent, provide the caller with the number for the organization’s intake line

If the receiving organization does not answer, instruct the applicant to leave a voicemail or provide the applicant with the organization’s business hours and phone number.

E-Transfer Policies

Accepting E-Transfers

Participating organizations have agreed to accept all e-transfers, regardless of whether the applicant came in from the 1-877 number or an organization’s direct intake line.  Accepting an e-transfer does not mean accepting the case for service. Accepting the e-transfer means:

1. Clicking “Begin Intake” at the bottom of the e-transfer summary screen so that the information enters your LegalServer.
2. Being responsible for contacting the applicant to inform them you can or cannot take their case, and if appropriate, whether there is another referral available.

E-Transfer Process

1. Click the case to view the E-transfer Summary Screen
2. Review e-transfer notes as they should indicate whether the case is an emergency and provide other important information.
3. Click “Begin Intake” at the bottom of the e-transfer summary screen.
4. Run a conflict check.
   1. If there is not a conflict – (see “There are 4 possible outcomes for the coordinated intake process” above.)
   2. If there is a conflict, use LOON to assess whether the applicant is likely to receive services at another organization.  Contact the client to inform them you are unable to provide services and whether there is another referral available. 
      1. If the applicant appears eligible for services from another organization, get the client consent to transfer the case.  Choose “Reject and Refer” to e-transfer the case. 
      2. If the applicant does not appear eligible for services at another organization, “Reject” the case and indicate in the Rejection Notes your organization had a conflict. 

Applicants Incorrectly E-Transferred

If a receiving organization accepts an e-transfer and then determines that the referring organization e-transferred the applicant’s case to them in error, the receiving program should transfer the applicant to the correct program as soon as possible and then contact the referring organization directly using the chart below.

If you have questions about an e-transfer or received an e-transfer you should not (based on your LOON listing), contact the referring organization directly. If there are two emails listed in the contact section, the organization requests that you send communication to both email addresses.  

If you are unable to resolve the referral issue, or it impacts larger coordinated intake processes, contact Aimee at State Support for assistance: afalbo@mnlegalservices.org.