Specifications include, but are not limited to:. Legal Helpline Comply with the American Bar Association 2001 Standards for the Operation of a Telephone Hotline Providing Legal Advice and Information. Maintain a toll-free telephone 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. Providing 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 (see State Performance Report (SPR), Appendix A: Data Element Definitions, Version 1.2 (OMB Control Number 0985-0008)), including 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. Refer Legal Helpline calls to a Paralegal or Attorney to conduct and document an intake interview. Maintain a continuous and current record of all Legal Helpline calls received, including at a minimum: Date and time the call was received; Nature of call (Legal Assistance, Medicare Part D Services, etc.); Date and time of callback; Date the intake interview was performed; Date services were initiated; and Total number of calls received. Provide Legal Helpline data to the Department upon request. Legal Assistance When providing Legal Assistance comply with: The Legal Services Corporation Performance Criteria that incorporate the 2006 American Bar Association Standards for the Provision of Civil Legal Aid; and The OAA, federal regulations implementing OAA, and 10-149 C.M.R. C h . 5, Sec. 64. Ensure all Attorneys providing Legal Assistance under the contract resulting from this RFP are current members in good standing of the Maine Board of Overseers of the Bar and, consistent with 45 C.F.R. § 1321.71(c), have expertise in specific areas of law effecting Older Adults in Greatest Economic Need and Greatest Social Need. Provide a certificate of good standing issued by the Maine Board of Overseers for each Attorney prior to that Attorney providing services under the resulting contract. A certificate of good standing must be dated within the previous six (6) months of the Attorney beginning services. Develop and utilize a standard intake interview process to be used to confirm a prospective Client’s eligibility and need for Legal Assistance. The Intake interview shall be conducted by a Paralegal or Attorney
