The staff at Legal Services of North Dakota (LSND) struggled for years to balance intake procedures with providing quality legal representation for low-income, disadvantaged and elderly populations across North Dakota. As the only statewide organization offering such services, demand was high, staff was overwhelmed and clients were frustrated.
A few years ago, LSND leaders transformed a chaotic intake process into a streamlined system that has become a national model for increasing legal service delivery under challenging conditions. The model depends on improved use of technology, strategic intake units, outreach to Native communities and increased networking with other entities that are part of the legal system.
LSND’s new central intake model has greatly improved access to clients throughout the state, freeing up staff time to handle more cases and provide significantly more legal help to low-income and disadvantaged elderly North Dakotans.