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Policy Research Shop

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Policy Research Shop
Incoming Call Analysis for the
Legal Advice & Referral Center
(LARC)
By Ayushi Narayan, Danielle
Unterschutz, and Yi Yang
Support for the Policy Research Shop is provided by the Ford Foundation and by the Fund for
the Improvement of Postsecondary Education, U.S. Department of Education.
The contents of this report were developed under grant P116B100070 from the U.S. Department of
Education. However, these contents do not necessarily represent the policy of the U.S. Department of
Education, and you should not assume endorsement by the Federal Government.
Policy Research Shop
Methods
• Analyzed the data for one week, October 2, 47, 2011 & October 24, 2011
• Analyzed day by day trends
• Looked into other legal aid call centers’
practices
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Results
• For One Week
• 1192 Total calls
• 602 One time only
calls
Types of Incoming Callers
for the Week
51%
49%
One Call Only
Callers
Multiple Call
Callers
Policy Research Shop
Number of Unique Callers by Day
200
180
160
140
120
100
80
60
40
20
0
Sunday
Monday
Tuesday
Wednesday Thursday
Friday
Saturday
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Destination of Calls Made during the
Week
21%
21%
Known Info Box
After Hours Info Box
9%
Queue
23%
27%
Informational Extention
Other
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• The most accessed info box was for custody
Number of Calls for the Week
200
177
180
160
140
120
94
100
80
60
40
20
0
1
2
3
8
10
10
11
21
Amount of Calls
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Queues
Calls Made to Advocates during the Week
11%
Family Law
38%
51%
Housing Law
General Law
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Percent of Family and Housing Law Queues by
Day
70%
60%
50%
40%
Family Law
30%
Housing Law
20%
10%
0%
Monday
Tuesday
Wednesday
Thursday
Friday
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Queues
• Average waiting time: about 28 minutes
• Average speaking time: about 12 minutes
Total Calls Throughout the Week
39%
Calls Through
61%
Calls Hangup
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Percent of Hang-Ups By Day
70%
60%
50%
40%
General Law
Family Law
30%
Housing Law
20%
10%
0%
Monday
Tuesday
Wednesday
Thursday
Friday
Policy Research Shop
Queues
Length of Time in Queue for the Week in Minutes
40
35
30
25
Family Law
20
Housing Law
15
10
5
0
Average Waiting Time
Average Speaking Time
Policy Research Shop
Average Waiting Time by Day in Minutes
50
45
40
35
30
General Law
25
Family Law
20
Housing Law
15
10
5
0
Monday
Tuesday
Wednesday Thursday
Friday
Policy Research Shop
Average Speaking Time by Day in Minutes
30
25
20
Total
15
Family Law
Housing Law
10
5
0
Monday
Tuesday
Wednesday
Thursday
Friday
Policy Research Shop
Other Call Centers
• Minnesota Volunteer Lawyers Network
• Michigan’s Legal Aid Counsel & Advocacy Law
Line (CALL)
• Georgia Legal Services Program
• Oregon Law Center
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Conclusion
• Our recommendations
– Addressing Hang-ups
• Website
• More Information via Prerecorded Messages
• Frontloading Staff
– Custody Resources
– Identifying unknown IVR’s
• Questions? Comments?
• Thank you!
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