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National Center on Law & Elder Rights: Legal Helpline Technology: Automated Workflow

  • 25 Jul 2019
  • 2:00 PM
  • WebCast

Legal Helpline Technology: Automated Workflow

When: Thursday, July 25, 2019 at 11:00 a.m. PT/2:00 p.m. ET.

Legal helplines and hotlines receive many calls each day that have to be screened for urgency and eligibility. Helpline providers also have to keep information organized for facilitating return calls and case management system input. Systems like automated workflow can improve the experience for both callers and helpline providers.

This webcast will present a legal helpline case study to explore how a dynamic case management system allows legal aid providers to automate workflow (with no coding required), integrate with other software, collaborate with internal and external partners, and improve analytics through artificial intelligence embedded applications.

Presenters will discuss:

  • The data-driven need for an automated workflow;
  • Case management selection and implementation process;
  • Artificial intelligence components and use cases; and
  • Lessons learned one year after implementation.

Both senior-focused helplines and general helplines will benefit from the information presented in this webcast.


  • Timothy Hughes, HELP4TN Program Manager, Tennessee Alliance for Legal Services
  • Kirsten Jacobson, Staff Attorney, Tennessee Alliance for Legal Services

Closed captioning will be available on this webcast. A link with access to the captions will be shared through GoToWebinar’s chat box shortly before the webcast start time.

NOTE: This training will be presented in a WEBCAST format to accommodate more participants. Due to the high volume of participants, computer audio will be the only option to listen to the presentation. No telephone call-in number will be provided. Please plan accordingly. Thank you.

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