Better client service through technology with a new grant

Friday, February 8th 2019

Girl Texting

The Law Centres Network is proud to announce that we have received a charitable grant for developing a text message application for use with Law Centre clients. 

The grant was made by the Twilio.org Impact Fund, the social impact arm of American technology company Twilio. It is one of fifteen grants made to not-for-profits in and outside the United States, totalling $1.4million. 

Funding will be used to scale up a text message (SMS) application that we have been developing with member Law Centres, with the support of the FUSE programme of the Centre for the Acceleration of Social Technology (CAST), to better connect them with their clients.

When your home or livelihood are at risk, the stress can make it difficult to keep on top of things. In the past this meant that many clients would have dropped off and their problems went unresolved. This app will help our Law Centres touch base with clients every step of the way, so they are in control of their affairs until we are able get successful resolution for them – keeping families together, safe and supported.

The app has a customisable console that allows caseworkers and triage staff to send adaptable template text messages to clients at key points in their case and afterwards. The messages can be appointmnet or hearing reminders, or reminders to bring certain documents to a forthcoming appointment, to make the most of the face-to-face time. They can also be used to check in with clients after their case has ended and see whether more help might be needed to prevent the legal problem recurring.

The app was developed specifically with Law Centres in mind, and is currently being rolled out across our membership. However, other legal and advice organisations would find its design useful for their purposes. If your organisation is interested to find out more, please get in touch

Julie Bishop, director of the Law Centres Network, commented: 

"We are delighted to receive this grant and thank Twilio for their support. We are excited about the opportunity to develop this app further and believe it has a lot to offer to Law Centres and their clients. We continue to look at other ways in which tech tools can improve our services and client outcomes."