Information Sharing
Community Legal Services: Methods of Delivery Specialist Support Pilot: Evaluation Report
This evaluation report reviews the progress of the 'Specialist Support Pilot' (SSP) from 2000 to 2003. The report summarises the evaluation methodology, gives a brief overview of the pilot development, analyses the pilot impact on its target group, and makes recommendations about future programming and funding for this Community Legal Services (CLS) delivery method. The SSP provides advice, casework support and training to solicitors and advice workers who conduct publicly funded legal advice.
The SSP commenced in 2000 and is scheduled to finish in April 2004, with 27 services taking part. The SSP was established to provide support to CLS contract holders through assistance with complex, unusual or developing areas of law. Support is given through a range of services including:
telephone advice
training courses
casework referrals (called 'direct casework')
ongoing assistance through case/casework mentoring (called 'supported casework').
The aim of the pilot was to demonstrate that providing this support to front line/first tier agencies would have 3 main outcomes:
improved legal service delivery
better outcomes for clients
capacity building in knowledge of the law, advice and casework skills.
The evaluation questions and methodology have focused particularly on whether the pilot has met these aims.
Summary of Findings
Overall the evaluation has found that 'specialist support' is a distinct alternative method of delivery that has benefits for the CLS. The value of specialist support for the user group and for clients is demonstrated by the findings summarised within the report content, which is split into 4 sections:
Access
The report found:
the SSP increased client access to legal advice
it was mainly used to help with complex client problems
most users preferred to telephone, rather than use the other options
most users access the services only occasionally
approximately 20% of the user group are repeat users
users prefer 'remote access' options such as telephone, fax and email. Users want the services to be available more flexibly rather than at set advice times.
Quality
SSP users value the system, as client problems are met effectively to reflect:
a high quality service
positive immediate and future impacts upon clients.
Cost
The average costs during the pilot per user were:£47.68 for advice
£153.32 for supported casework
£147 for training.
These costs suggest that the services are providing a value-for-money service. The cost effectiveness of the pilot contracts has been variable, due to a range of factors including the length of pilot involvement, and time taken to raise awareness amongst the user group and staffing problems.
Recommendations on the Future
Recommendations for the development in the SSP were:
Recommendations on Access
Specialist support does improve access to legal services for clients by giving them access to higher levels of expert advice than is available on a local basis.
Services should be encouraged to develop more flexible access arrangements for advice giving, particularly flexible answering of advice calls, developing email and Internet access.
General help with casework organisations should be able to access specialist support for assistance with complex cases.
Ongoing development and promotional work by services and the CLS is necessary to 'sell' the benefits of specialist support to ensure it is being used where this would be beneficial to the user and their client, particularly amongst solicitor firms when conducting tolerance matters
Recommendations on Quality
To ensure quality in service delivery, services must ensure they have mechanisms for dealing with enquiries in a timely manner. Call handling systems and minimum reply times can help with this
To ensure confidence in the services, all staff providing advice should have at least 3 years practical experience
Specialist support has sufficient positive impacts on both users and their clients' case outcomes that the method of delivery should become a permanent feature of the CLS
Recommendations on Cost
The value for money should be calculated on a cost per user basis
To ensure services target their user group effectively, contract terms should require working with an agreed number of organisations, nationally and in particular local areas, on an annual basis
Recommendations on Future of Method of Delivery
There are significant benefits to the CLS through the funding of specialist support. The method of delivery should become a mainstream contracting option
It is important that specialist support continues to be provided by a range of barristers and solicitors. Provision should, where possible, be evenly spread between these types of service provider
Download: Community Legal Service: Methods of Delivery Specialist Support Pilot: Evaluation Report 
PDF 734kb
Last update: Wednesday, November 22, 2006