The Nelson A. Rockefeller Center for Public Policy and the Social Sciences

Legal Aid Referral Center Incoming Call Analysis

An Analysis to Provide Best Practices Recommendations
PRS Briefs
PRS Policy Brief 1112-02
February 08, 2012
Ayushi
Narayan
Danielle
Unterschutz
Yi
Yang

Executive Summary

The Legal Aid Referral Center (LARC) keeps a complete a record of its incoming and outgoing phone calls in the form of an electronic dataset. However, it lacks the resources and necessary statistical tools to draw meaningful information from the data. Our goal is to develop a strategy to streamline data gathering, provide basic statistical analysis of trends from the dataset, conduct an in-depth trend analysis of caller behavior, and offer some “best practices” recommendations on ways to more effectively and efficiently structure the LARC call system. We hope that our needs analysis can help LARC better allocate resources to serve the needs of the community.

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The Nelson A. Rockefeller Center for Public Policy and the Social Sciences