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Stop the Insanity

Intake Made Intelligible

By James Morrissey, Susan Search, Tracy Gannoe, Marge Gustas & Theresa Simmons

Neighborhood Legal Services (NLS) in Buffalo, New York, has moved from performing client intake once or twice a week using handwritten intake sheets to performing intake daily using computer technology. In doing so, NLS increased its case openings from 4,800 per year to almost 9,000 last year. This column describes the old intake system, details the problems with it, and explains how many of those problems were resolved with the design of a new intake system.

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