Pro Bono Design & Management Accelerator

January 9, 2019 1

Session 4

Volunteer Placement, Supervision, &

Technical Assistance2

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Coach introductions

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Renée J. SchompSenior Staff Attorney,Pro Bono Consulting

Joel KimStaff Attorney,Pro Bono Consulting

Logistics - Nuts and bolts

• Thank you to DREDF & Ed Roberts Campus!• Restrooms• Water• Lunch• Snacks

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Mindfulness moment

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Icebreaker: “Yes, and…”

• Theme: Dream dinner party• Person 1 suggests an idea within the theme• Person 2 builds on the idea, saying “Yes,

and…”

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Pro bono accelerator objectives1. Shared pro bono language2. Inspiration from peers3. Role of pro bono in larger civil justice

movement4. Lens of equity & inclusion5. Support on concrete action steps towards

organizational change & pro bono design

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Pro bono accelerator roadmap1. October 10: Volunteerism Overview2. November 14: Recruitment, Cultivation, & Training3. December 12: Impact Evaluation & Data Tracking4. January 9: Placement, Supervision, & Technical

Assistance5. February 13: Capstone Project Presentations &

Organizational Change Planning

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Ground rules

• Beach ball conversations• One diva, one mic• Make space, take space• Be here now• Confidentiality

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Today’s agenda ...

1. Capstone: Internal context assignment2. Overview of volunteer placement3. Overview of supervision4. Capstone project prototyping

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Pedagogical note:

• Two overarching themes: Placement, and Supervision & technical assistance.

• At end of each theme, we’ll have individual time to reflect on key take-aways each of you want to consider applying to your own programs.

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Feedback from midpoint evaluation

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Feedback from midpoint evaluation• One participant commented that they would

prefer time to immediately work through implementation of each new concept taught

• One participant commented that tech tools would be more useful if taught more in-depth how to use them

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Coaching calls

• 45 minute coaching calls for advice and creative problem-solving

• Follow-up coaching calls after the Accelerator

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Grounding pro bono programs in a larger civil justice movement

• San Diego migrant crisis response

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Capstone activity: Internal context assignment 17

• Write a 1-3 page description of the internal context of your pro bono program

Internal context analysis

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Internal context analysis• (1) Historical context & goals of the program• (2) Relevant stakeholders & their feedback

(including your pro bono clients, program staff, development team & pro bono volunteers, among others)

• (3) Foreseeable barriers to change• (4) Budget and revenue model• (5) Data on existing client & volunteer impact

& satisfaction levels. 19

Volunteer Placement 20

Objectives of this section• Participants will be able to articulate effective

volunteer placement tools/concepts• Participants will be able to identify what new

tools they can use to make their pro bono placement more effective

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Take notes:

List *tools/concepts* that stand out during the next segment on volunteer placement

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Importance of volunteer placement• Clear expectations between volunteers and

legal services staff on• Logistics• Case timeline

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Pre-placement details

• Provide a clear and concise view of what the pro bono opportunity entails:• Before representation begins• With all relevant information• While maintaining client confidentiality

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Pre-placement details

• Date of pro bono opportunity (if limited scope clinic) or entire time commitment (if it is a full scope case)

• Info on required trainings• The intended outcome of the case• Particularly compelling facts about the client

and the situation• Grounding in larger civil justice movement

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Pre-placement details• What support the legal services organization

will offer• Training and skill-development opportunities

that a firm and its lawyers can learn from the particular pro bono matter

• Conflict information or next steps• Clear next steps to sign up

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Case studies

• Marin Pro Bono Network• Limited Scope Opportunities Events

Calendar• Full Scope Opportunities Page• Get Involved Volunteer Interest Page

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Case studies

• Catchafire• Non-legal pro bono opportunities

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Case studies

• Justice Bus placement process• Survey to potential partners• Internal calendar of clinics

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Pre-placement details• Verify that volunteer attorney is in good

standing, with no disciplinary matters or pending complaints

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Pre-placement details• When recruiting potential volunteers, have

them shadow or observe a more experienced volunteer before they commit. This gives the potential volunteer a chance to see what the experience is like and whether it's a fit for them

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• Provide a holistic view of the case• No surprises (where feasible)• Reminder of duty as an attorney & need for

ownership/creative problem-solving

Post-placement details

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Post-placement details• Client name • Client case file/Intake form• Language needs, if any, and corresponding

interpreter information• Reminder of estimated number of hours for

case work

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Post-placement details

• Actual case timeline template• Internal deadlines for case• External deadlines for the case• Supervision structure reminder

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Post-placement details• Trainings resources (link to the Training

webpage, password, and any additional training material the Lead LSO may have requested)

• Link or attachment to all client pro bono manuals, worksheets, etc. (Attached co-counsel agreement or engagement agreement)

• Next Step Instructions on setting up first meeting with client within 2 weeks of receiving case assignment

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Client details• Client background• Case context in relation to situational

circumstances• Language needs• Disabilities and Possible Accommodations• Potential client challenges

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Clinic details• Date and time of pro bono opportunity • Location address & logistics (such as parking) • Trainings resources (link to the Training

website or resource)• Contact information • Language capabilities

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Define deadlines and timeline• Case timeline with all deadlines helps

volunteers keep on track • Timeline also helps set expectations and

explain to pro bono volunteers where challenges and bumps may occur

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Example:Tahirih Justice Center• Case assignment letter

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• Ensures all parties are on the same page• Expectations set and confirmed between the

legal services organizations and the pro bono volunteer should include ...

Set and Confirm Expectations

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• Standard of care• Cost obligations• Continuity of Representation • Mentoring, Supervision, and the legal services

provider’s ability to provide ongoing support

Set and Confirm Expectations

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• Method of sharing status updates and the form of communication preferred by both partners

• The scope of representation and time estimates for completing the work

• How to handle subsequent substantive issues that may come up for the same client during the representation

Set and Confirm Expectations

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Set and Confirm Expectations• Written agreements (like co-counsel

agreements) should be used to outline all expectations for the pro bono opportunity

• For limited scope volunteer opportunities, like clinics, there should be a limited scope agreement between clients and pro bono volunteers to ensure there is a mutual agreement regarding the scope of representation

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Example:Tahirih Justice Center• Co-counsel agreement

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Outline all training and resources available • Give pro bono volunteers all training materials

in advance in order to give them sufficient time to prepare and train

• Provide a case guide at the onset of placement so volunteers can see what to expect

• Volunteers can skim the guide and refer to specific sections as needed

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Outline all training and resources available • Explore creative ways to deliver training

materials• Online volunteer portals• Training videos

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Example

• Marin Pro Bono Network Training Portal

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Finding pro bono inspiration from peersPro bono case studies

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Tech tools & tricks!

51Signup & Calendly

• Scheduling tool

Calendly

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Reflect on new tools

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Volunteer Placement Challenges

Tools / Concepts for Remedy Desired Outcomes

Too many back-and-forth emails to schedule volunteers for clinic

● Automate clinic signups electronically● Create externally-facing online clinics

calendar on pro bono webpage

Volunteers placed for clinic without lots of time from nonprofit coordinator

Lots of follow-up questions from Pro Bono Director via email prior to placement

● Clearly articulated case timeline, trainings and information upfront via email

● FAQ’s webpage on pro bono site● Powtoons video module on “How do I

get placed with a pro bono case?”

Receive more full-scope signups from the same law firm

Time wasted on scheduling pro bono meetings

● Use of Calendly to set boundaries around nonprofit coordinator’s time & eradicate multiple emails back and forth

No time wasted on scheduling pro bono calls

Volunteer Supervision and Technical Assistance 54

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Take notes:

List *tools/concepts* that stand out during the next segment on volunteer placement

Objectives of this section• Participants will be able to articulate effective

volunteer supervision principles• Participants will be able to identify what new

tools they can use to make their pro bono supervision more time efficient while maintaining quality of services

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Importance of volunteer supervision and technical assistance• Ensures quality legal services• Develops volunteer expertise

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Establish clear expectations for volunteers and supervising attorneys at the outset• Regular check-ins between mentor and

volunteer• Clear expectations with the law firm pro bono

director and the pro bono volunteers that they are responsible for moving the case forward

• Step by step guides that require supervising attorney’s approval

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Example:Tahirih Justice Center• Refer back to case assignment letter

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Provide usable resources for volunteers• Manuals• Pre-scripted client interview questions• FAQ’s on common issues (including cultural

humility)• Checklists• Samples• Flowcharts• Webpage

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Using experienced volunteer attorneys as mentors• Discuss with Pro Bono Director at the firm

whether there are internal mentors that new volunteers can connect with for advice

• Use a retired attorney already an expert in the areas of law as a supervisor for new volunteers at firms

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Creative models for supervision• Consider holding “office hours” via Skype into

a conference room at the law firm a half day per week

• Create a hotline for supervision like the Bet Tzedek SIJS model we discussed in Session #1

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Finding pro bono inspiration from peersPro bono case studies

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Tech tools & tricks!

66File sharing

File sharing software

67File sharing

Reflect on new tools

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Volunteer SupervisionChallenges

Tools / Concepts for Remedy Desired Outcomes

Pro bono volunteers feel isolated & unsupported on cases

● Create “virtual office hours” during set dates/times & have volunteers visit with you from a shared conference room at their firm

● Put the office hours calendar on pro bono webpage

Volunteers develop a peer community & nonprofit time used efficiently

Pro bono volunteers ask easily solvable questions

● Create a clear case timeline linked to relevant manual or video trainings

● Create simple clinics worksheets to walk volunteers through each clinic meeting step

Nonprofit time used efficiently

Volunteers lose email with pro bono manual

● Share pro bono manual virtually● Upload your pro bono manual(s) to a

dedicated pro bono webpage

Nonprofit time used efficiently

Capstone activity: Prototype a solution69

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1. Revise Capstone Q as needed2. Key insights to Capstone Q from external

& internal analysis3. Parking lot follow-up Q’s for additional

research4. Key ideas gleaned during Accelerator

sessions 1 - 4 that speak to Capstone Q5. Journey map6. Storyboard

What to prototype?

Journey Map

1. Write headline with Capstone Q at top of page2. Circle the key element of pro bono your

Capstone Q addresses3. Map out journey of “key touchpoints” for

your target audience(s) within that key element on post-its

4. Map your key ideas post-its onto the key touchpoints

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Storyboard

1. Review your Journey Map and identify which segment(s) you’d like to develop further

2. Draw out how your ideas will work in a series of comic book strip images

3. Goal: Spotlight key moments and build a short narrative

4. Act out the Storyboard for feedback

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Storyboard example73

I like, I wish, I wonder

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Iterate prototype

• Take feedback received from cohort and law firm partner calls & iterate your prototype

• Come to Feb 13 session prepared to present:• Short Journey Map of pro bono volunteer

experience through all five key elements• Framing of your Capstone Q• Iterated prototype addressing your

Capstone Q

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Today, we...1. Worked on capstone: Internal context

assignment2. Did an overview of volunteer placement3. Did an overview of supervision4. Worked on capstone project prototyping

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Check-in: Coaching calls

• Calls with law firm thought partners• Calls with Renée

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Closeout: One key take-away

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Thank you!

• Complete evaluation surveys• Complete MCLE documentation

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