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The Hotline Outcomes Assessment Study--Phase III. Final Report: Full Scale Telephone Survey

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Abstract:

The Project for the Future of Equal Justice, a joint project of CLASP and the National Legal Aid and Defender Association, and the Center for Policy Research recently completed the Hotline Outcomes Assessment Study, an independent assessment of the effectiveness of using telephone Hotlines to provide brief legal advice and referrals to low-income people.

This report describes the results of Phase III of the Study, which researched whether clients understand the advice they are given by Hotlines, whether they follow up on it, and whether they realize a satisfactory resolution of their problems. The report offers a set of recommendations to improve favorable hotline outcomes.