Community Legal Service Direct John Sirodcar Head of Direct Services.
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Transcript of Community Legal Service Direct John Sirodcar Head of Direct Services.
Community Legal Service Direct
John Sirodcar
Head of Direct Services
Accessing Community Legal Service Direct
National helpline - 0845 345 4 345
Website - www.clsdirect.org.uk
Legal information leaflets
0845 345 4 345
Local rate call from anywhere in England and
Wales
Free, independent and impartial legal advice
‒ Specialist advisers 9am - 5pm weekdays
‒ Listen to information messages 24 hours a day
‒ Order leaflets
‒ Help finding a local adviser
Specialist debt, welfare benefits, education, employment and housing advice
Figures from 05/06
Web visits (not hits) 2.0 million
Leaflets distributed 2.5 million (350k downloaded)
Total telephone calls 50k per month
Proportion of callers selecting each service
Benefits 9%
Debt 16%
Education2%
Employment15%
Housing11%
Directory Line44%
Leaflet Line3%
Total number of calls received per month July 2004 to February 2006
0
10000
20000
30000
40000
50000
60000
Jul-0
4
Aug-
04
Sep-
04
Oct
-04
Nov
-04
Dec
-04
Jan-
05
Feb-
05
Mar
-05
Apr-
05
May
-05
Jun-
05
Jul-0
5
Aug-
05
Sep-
05
Oct
-05
Nov
-05
Dec
-05
Jan-
06
Feb-
06
Month
Tota
l Cal
ls R
ecei
ved
Calls vs capacity - debt
0
20
40
60
80
100
120
140
160
Jul Aug Sep Oct Nov Dec Jan Feb
Cal
ls p
er d
ay Calls
Capacity
Developing the helpline
Key problems in existing service
Limits of IVR system – 7 options max.
Capacity
Directory line service – meeting client expectations with no effective referral process
Greater VFM
Expanded service
Key features
Operator service
Managed referral
Greater specialist level capacity
Direct transfer to other help lines
Potential to help ½ million callers by 2008/9
Client feedback March 2006
•93% were satisfied’ or very satisfied’ by the service
99% said their adviser was professional, courteous and knowledgeable
•3% said they would not recommend us (97% would – Industry average is 70%)
Client feedback
“This service was fantastic. When I called I was very upset and didn’t know what to do. They helped me in every which way they could and now I haven’t got my problem. They sorted it out.”
“Very, very helpful. I had been worried for months with the problem. I had my fears settled after talking to your adviser.”
“I think your service is a godsend without it many desperate people (like ourselves) would be completely lost and eventually exposed to threats and pressure from debt collectors, which would make our lives not worth living.”
PLEAS Links?
• Reviewing our leaflets (more “crisis” centred and a call for action)
• ASDA commissioned to look at existing “how to packs”; existing quality and gap analysis
• CLS Direct focused on LA eligible clients and categories of law
• Developing on line advice tools and links via IM or telephone to specialist advisers
• Volumes of consumer research re leaflets and marketing materials. DCA (Atul Sharda) has other details
Thank You
Any questions?