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 вЂў Analyzed the data for one week, October 2, 47, 2011 & October 24, 2011 вЂў Analyzed day by day trends вЂў Looked into other legal aid call centersвЂ™ practices Policy Research Shop Policy Research Shop Policy Research Shop Results вЂў For One Week вЂў 1192 Total calls вЂў 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 Policy Research Shop Destination of Calls Made during the Week 21% 21% Known Info Box After Hours Info Box 9% Queue 23% 27% Informational Extention Other Policy Research Shop вЂў 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 Policy Research Shop Queues Calls Made to Advocates during the Week 11% Family Law 38% 51% Housing Law General Law Policy Research Shop 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 Policy Research Shop Queues вЂў Average waiting time: about 28 minutes вЂў Average speaking time: about 12 minutes Total Calls Throughout the Week 39% Calls Through 61% Calls Hangup Policy Research Shop 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 вЂў Minnesota Volunteer Lawyers Network вЂў MichiganвЂ™s Legal Aid Counsel & Advocacy Law Line (CALL) вЂў Georgia Legal Services Program вЂў Oregon Law Center Policy Research Shop Policy Research Shop Policy Research Shop Policy Research Shop Policy Research Shop Policy Research Shop Conclusion вЂў Our recommendations вЂ“ Addressing Hang-ups вЂў Website вЂў More Information via Prerecorded Messages вЂў Frontloading Staff вЂ“ Custody Resources вЂ“ Identifying unknown IVRвЂ™s вЂў Questions? Comments? вЂў Thank you!