Mission Statement
To improve access to justice for Albertans by providing a continuum of quality, innovative, and cost effective services that enable our clients to achieve lasting resolutions to their legal issues.
Vision
To be a leader amongst legal aid organizations in providing quality legal services to improve access to justice for people in need.
Service Delivery Philosophy
LAA will provide to Albertans, legal services tailored to the needs of each client so that they can resolve their legal issues in a timely, cost efficient manner. We want these services to be provided:
In a seamless accessible way No wrong door Right services at the right time Simple processes
Legal Aid Alberta Service Delivery Offerings
Legal Aid Alberta provides services to Albertan’s in a wide variety of settings with varied service delivery options. Below is a summary of the services Albertan’s can expect to receive when seeking legal aid assistance.
Legal Services Centres
Situated throughout the province (see Exhibit A), the Legal Services Centres (LSC’s) are often the entry point for clients seeking legal aid assistance. Clients are able to access services over the phone or in-person at one of the 12 offices throughout the province. Additionally there are services offered at various court locations as well as some remand facilities. The legal services officer (LSO) provides upfront assessments of a client’s legal needs and then directs them into the appropriate stream of legal service. Based on their needs and financial eligibility, clients receive a service plan that comprehensively guides them through the best path of action for their individual legal issue. Eligible clients receive services ranging from referrals and legal information, to limited scope or full representation.
Staff Law Offices
FAMILY LAW OFFICE
With offices located in Calgary, Edmonton and Lethbridge, the Family Law Office (FLO) assists clients who have a family law legal problem and who have qualified for services through Legal Aid Alberta.
YOUTH CRIMINAL DEFENCE OFFICE
The Youth Criminal Defence Office (YCDO) provides legal services on behalf of youths (under 18 years of age) that have been charged with a criminal offence. The services of the YCDO are available to young persons facing charges in the Youth Courts of Calgary and Edmonton
CENTRAL ALBERTA LAW OFFICE
The Central Alberta Law Office (CALO), located in Red Deer, provides civil law (and some criminal) legal services to Albertans with legal matters within the Judicial District of Red Deer.
Other Programs
DUTY COUNSEL
LAA assigns duty counsel to following docket courts in Alberta:
Criminal (adult and youth) courts Drug Treatment Court (Edmonton and Calgary) Disciplinary hearings at correctional facilities Applications for confirmations and breaches of emergency protection orders* Mental Health Review Panel hearings* Provincial court — family and child welfare dockets (Edmonton, Calgary and Wetaskiwin) Court of Queen’s Bench — family (Edmonton and Wetaskiwin)
CRIMINAL RESOLUTION UNIT (CRU)
The goal of the CRU is to provide early resolution to lower level criminal offences. The intent is to reduce the burden on clients and the justice system alike.
FAMILY SETTLEMENT SERVICES (FSS)
The Family Settlement Services (FSS) project offers financially eligible clients with up to five hours of family law dispute resolution services. LAA offers the services in three locations: Edmonton, Calgary, and Lethbridge. The project covers all family law issues except for child protection matters. Participants are screened prior to entering the program to ensure he/she has capacity to participate effectively. Intake into the project is through our LSCs.
REFUGEE SERVICES
Legal Aid Alberta provides assistance for immigration clients under a special grant by the Federal Government. Assistance is provided for refugee claims, removal appeals or application for judicial review. Specialized staff lawyers and trained immigration legal services officers are able to assist when appropriate.
SIKSIKA NATION
Legal Aid Alberta (LAA) at Siksika Nation is a joint program of the Siksika Justice Department and Legal Aid Alberta that provides Siksika Nation members (primarily) with a wide range of high quality legal services. Legal services provided by LAA at Siksika Nation are provided in a manner that gives meaningful consideration to Siksika and/or Aboriginal culture and values.
The staff of LAA at Siksika Nation consists of one staff lawyer and a Legal Services Officer. They provide legal services to Siksika Nation members in criminal, family, and civil law matters. Legal services provided include legal information, summary legal advice, representation*, and/or brief services and referrals.
Model Comparison
Previous Model – The Broker Model
Initial Contact by Client
•Client attends in person at Legal Aid Office, Courthouse, or Correctional Centre.
Application completed
•Financial and Substantive Eligibility determined
Determination of certificate coverage or refusal
•Certificate issued or •Services refused
The “New” Model – Holistic Mixed Method Initial Contact by Client •In person at one of 11 Legal Services Centres in Alberta •In person at a courthouse, correctional or remand centre, or other external location where services are provided. •On the telephone Legal Services Officer Assesses Client Need •Substative and Financial Eligibility •What the client needs for best possible outcome Tailored, Client Centered Services identified •For All •Information, resources and referrals •When eligible •Legal Advice and/or assessment of legal merit •Brief Services •Criminal Resolution Unit Services •Family Settlement Services •Limited Scope Services •Full Representation
Challenges and Considerations
Organizational Change Management
Staff buy-in
Technology to support the change
Resources to ensure seamless transition
Economics of Supply and Demand
Unanticipated client volumes on the phone
The dilemma of local service delivery vs. provincial service delivery
An issue that stems from moving to a provincial service delivery model where clients can access services from anywhere via the telephone.
When is it appropriate to provide access at courthouses and other locations (hospitals, jails etc.)?
Quality Management
Acceptability – Services are respectful and responsive to client needs
Includes qualities such as compassion, empathy, responsiveness and refers to services that establish a partnership between providers – LSO-SL-client – community etc. It also means clients have the information they need to make decisions and participate in their own resolution.
Accessibility – Services are obtained in the most suitable setting with reasonable timeliness for access.
Characterized by smooth and continuous flow through the areas of need. Seamless coordination across service providers (internal and external) minimizing unnecessary delay.
Appropriateness – Services are relevant to client needs and based on accepted or evidence based practice.
Viewed from the client’s perspective but also from the legal service provider. Quality services include selecting the intervention that is most likely to produce the optimal results. It is based on individually assessed needs, risk factors and merit. It requires that providers avoid overuse as well as underuse. It means people get the service they need, and need the service they get.
Effectiveness – Services are provided based on best practice to achieve desired outcomes.
Services are provided based on accepted best practices and innovation that lead to improved likelihood of achieving resolution. Requires continuous monitoring and evidence of the results to identify what is working and what requires change.
Efficiency – Resources are optimally used in achieving desired outcomes.
Efficiency is about using resources wisely, including avoiding/eliminating waste. Addresses short and long term value for cost and includes resources of the client and Legal Aid Alberta.
Continuous Improvement
Recent improvement initiatives have included:
Interactive Voice Recognition system review – o Client feedback indicating challenges navigating the telephone menu o Improved call handling % from 65% to >80% (total incoming calls/total calls answered) Dedicated resource assigned to managing scheduling of staff provincially and monitoring queue performance. Ongoing changes to Client Relationship Management (CRM) program where client information is kept.
For More Information Please Contact:
Deanne Friesen Director, Legal Services Centre Legal Aid Alberta [email protected] (780)644-8057
Exhibit A
Legal Aid Alberta Client Services Offices
Peace River Fort McMurray
Grande Prairie
Whitecourt St. Paul
Edmonton
Wetaskiwin
Red Deer
Calgary Siksika Nation
Medicine Hat Lethbridge