Maintain a Legal Helpline with accessibility and response standards, including at a minimum: Ability to receive calls 24/7/365; Being staffed by a Paralegal or Attorney Monday through Friday, 9 a.m. to 12 p.m. and 1 p.m. to 4 p.m., local time, except State holidays and administrative closings; Ability to record calls from prospective Clients when the Helpline is not staffed by a Paralegal or Attorney; and Ability to provide callback by a Paralegal or Attorney by the end of the next business day to Helpline callers who have left messages. Develop and implement a standard Legal Helpline intake process that will ascertain information from prospective Clients in compliance with the current State Performance Report (SPR), Appendix A: Data Element Definitions, and includes at a minimum: Name; Geographic distribution (rural/non-rural); Age; Gender identity; Sexual orientation; Household status; Poverty status; Ethnicity; Race; Minority status; and Nature of legal issue...
