The approach was developed drawing on similar data collection and information gathering from other parts of the advice sector; we are working with a number of clinics that have volunteered to take part in the project. We piloted the approach and have been working with an expert advisory group to develop our client questionnaire and feedback process.
Participating clinics ask clients that received advice at their clinic to complete a short ‘client information and contact form’; LawWorks then arranges for the client to be contacted a few weeks later by a professional research agency. The feedback from the clients clinic experience is recorded using a pre-designed questionnaire involving a mix of qualitative and quantitative questions.. The telephone call, lasting about 15 to 20 minutes, asks, for example, about what type of advice was received, whether the client feels they have made progress on their legal matter, their understanding of their situation and their well-being.
Capturing the outcomes of clinics’ work is important for understanding how pro bono and free legal advice can make a difference to peoples’ lives. The research should help identify issues for policy work ad inform how LawWorks can further support and develop pro bono.
We will be presenting early insights and findings from the project at UCL's Access to Justice Conference in June.
For more information on our client outcomes evaluation work visit the Better Information Project page.