Kiosk Training

Understanding the Justice Gap

The justice gap refers to the large number of individuals who:

• Cannot afford an attorney for civil legal issues such as housing, family matters, or debt.

• Qualify for legal aid but cannot receive assistance due to limited resources or availability of legal aid attorneys.

Statistics:

• Over 90% of low-income Arkansans do not receive the legal help they need.

• This is due to a combination of financial constraints and limited availability of free legal aid services.

Role of Arkansas Access to Justice

Founded in 2003 by the Arkansas Supreme Court, the Arkansas Access to Justice Commission works to:

1. Research justice gap issues.

2. Draft policy proposals to improve access to justice.

3. Educate the public and professionals on these topics.

4. Develop tools and programs, such as the courthouse kiosks, to empower communities.

The Courthouse Kiosk Solution

The kiosks aim to make legal help more accessible, particularly in underserved areas. They provide:

• Free Resources: Easy-to-use tools like legal forms, case search capabilities, and connections to legal aid.

• Centralized Access: A “kiosk” for individuals to find everything they need to handle legal issues independently.

Physical Kiosk Computers

For locations equipped with a physical kiosk computer provided by Arkansas Access to Justice, the system includes the following features:

1. Two Profiles:

   • • Admin Profile:

       • Restricted for security purposes.

       • Password access can be provided if needed.

       • Important: Do not keep the computer logged into the admin profile to avoid unauthorized changes or potential security issues (e.g., viruses).

     • User Profile:

       • Designed for patrons.

       • Blocks access to unauthorized websites for safety and focused usage.

2. Remote Support Capabilities:

   • • The kiosk software allows Arkansas Access to Justice to remotely access the system to troubleshoot technical issues.

3. Printer Setup:

   • • Printers are included with the kiosk.

     • Responsibility: Locations must provide their own ink and paper.

4. Technical Assistance:

   • • If issues arise, submit a request via the Tech Support Form available on the Kiosk Hub Site.

Accessing the Kiosk Software

For both physical kiosk computers and library computers using the kiosk software:

1. Desktop Shortcut:

   • • The software is accessed via a desktop shortcut.

     • For physical kiosks, the shortcut is pre-installed.

     • For library computers, ensure a shortcut is created. If assistance is needed, contact the program coordinator.

2. Icon Appearance:

   • • The icon may look different depending on the operating system (e.g., Mac vs. HP).
       Example: On a Mac, the icon has a courthouse design; on an HP, it may appear slightly different.

3. Steps to Access:

   • • Locate the shortcut/icon on your desktop.

     • Double-click the icon to open the software.

     • If the shortcut is missing, contact Arkansas Access to Justice for support in creating one.

Tech Support Resources

• Use the Tech Support Form on the Kiosk Hub Site for all issues, whether using a physical kiosk or a library computer.
  
  

Tip: The Kiosk Hub Site will be mentioned multiple times throughout this training.

Key Features of the Kiosk Software

The kiosk software provides users with a centralized hub for accessing legal resources. 

Below is an overview of its primary features:

1. Forms and Fact Sheets

   • • These materials assist with noncriminal legal issues such as divorce, custody, and evictions.

     • Patrons can:

       • Save, print, or email forms directly from the site.

       • Access detailed fact sheets for guidance on legal topics.

2. Online Legal Advice

   • • Users can apply for free legal advice from volunteer attorneys through a secure virtual chatroom.

     • Key Points:

       • Users submit questions and receive responses via email.

       • They can use another device to check their email for updates.

3. Court Records Access

   • • The software includes a Court Connect link where patrons can:

       • Search for case records, papers filed by other parties, and judge orders.

       • Find both civil and criminal records.

4. Legal Aid Applications

   • • Low-income Arkansans can apply for legal aid services directly through the kiosk.

     • Available services range from telephone advice to in-court representation.

5. Search for Local Courts

   • • A search bar allows patrons to find their local court, including addresses, contact information, and relevant details.

6. Educational Videos

   • • Includes video explainers for common legal processes, such as record sealing.

7. Navigation Bar

   • • Uncontested with no children Divorce Packet

     • Statutes and Rules (frequently used for reference).

     • Criminal Law section:

       • Record sealing

       • Fines & Fees

       • Pardons & Commutations

     • FAQ About Lawyers:

       • How to find a lawyer.

       • How to file a complaint about a lawyer.

       • The cost of legal representation.

Forms on the Kiosk through AR Law Help

1. Types of Forms

   • • Interactive Forms:

       • User-friendly and accessible.

       • Patrons answer straightforward questions, which automatically populate into a PDF.

       • Minimizes errors by simplifying legalese.

     • Static PDF Forms:

       • Traditional forms requiring manual completion.

       • Printable for offline use.

2. Comparison:

   • • A recent user testing showed:

       • Interactive forms resulted in significantly fewer errors (1 mistake vs. 1-3 mistakes on static PDFs).

       • The streamlined process of interactive forms reduces confusion and ensures accuracy.

3. Future Improvements:

   • • Not all legal topics currently have forms available.

     • Efforts are underway to expand the form library and make all forms more accessible.

In the next section of the training, you will be guided through an interactive walkthrough of the kiosk software. This will showcase how to:

• Open and navigate the AR Law Help site.

• Access forms, fact sheets, and other legal resources.

• Complete and save an interactive form.

Disclaimer

This demonstration is intended to show how the kiosk and its forms work. 

It is not a training on how to:

• Fill out forms for others.

• Advise users on how to answer specific questions.

Key Tip: You can share general legal information, but you must not provide legal advice.

For example:

• Legal Information Example: 

  • If someone asks, “What is a complaint?” you can explain that it’s a document filed with the court to start a lawsuit.

  • If someone doesn’t know when they got married, you can suggest they locate their marriage license, search for photos with a date stamp, or request a copy of the license.

Step-by-Step Demonstration: Filing for Fee Waiver

Form Example: In Forma Pauperis (Fee Waiver Form)

1. Opening the Software

   • • Locate and click the kiosk icon on the desktop.

     • Navigate to the Forms and Fact Sheets section.

2. Finding the Fee Waiver Form

   • • Search under the "Individual" category for Filing for a Fee Waiver.

     • Alternatively, use the search bar and type "fee waiver" to locate the form.

3. Interactive vs. Static Forms

   • • Static Form:

       • Printable and can be completed manually at home.

   • Interactive Form:

     • Step-by-step questionnaire simplifies the process by filling in responses automatically.

     • Reduces errors compared to static forms.

4. Filling Out the Interactive Form

   • • Answer straightforward questions such as:

       • Name of the document (e.g., Complaint for Divorce).

       • Filing county (e.g., Pulaski).

       • Financial details like income, assets, and expenses.

     • Use the hover tooltips or dropdowns for guidance.

     • Save progress by creating a profile, allowing users to return later from another device.

5. Common Pitfalls

   • • For assets like vehicles, patrons often list the purchase price rather than the current value. There are links on the form to tools like Kelley Blue Book for accurate estimates.

6. Finalizing the Form

   • • Review and edit responses if necessary.

     • Download or email the completed form for printing or filing.

Additional Features of the Kiosk

1. Spanish Language Options

   • • A portion of the content, including divorce packets, is available in Spanish.

     • The site has a translation option that can be turned on by the user.

2. Finding Local Courts

   • • Use the Find Your Local Court search bar feature by entering the county name (e.g., Pulaski).

     • View information such as:

       • Types of cases handled.

       • Mailing and physical addresses.

       • Contact details.

Future Improvements

1. Notary Services

   • • A statewide notary list is under development.

     • CALS (Center for Arkansas Legal Services) currently offers free notary services in Little Rock.

2. Directory for Kiosk-Equipped Libraries

   • • Plans are in place to create a directory for libraries hosting kiosks or offering the kiosk software.

Scenario 1: Susie Q

• Situation: Susie Q has two children in middle school and cannot find the correct form on the kiosk to file for divorce from her spouse.

• Answer:

  • • While the kiosk includes a divorce form, it only applies to uncontested divorces without minor children.

    • Since Susie has children, her situation requires additional forms and processes that are not currently available on the kiosk.

    • Suggested Actions for Susie:

      • • Contact legal aid for guidance.

        • Explore Free Legal Answers for assistance.

        • Consider hiring a private attorney offering limited scope representation (a more affordable, "a la carte" legal service).

Scenario 2: Bobby 

• Situation: Bobby has been served with an unlawful detainer (eviction notice) and wants help filling out the legal forms to respond.

• Answer:

  • • While you can direct Bobby to the housing section on the kiosk for eviction-related resources, you cannot fill out the form for him (assuming he is not disabled).

    • What You Can Do:

      • Assist Bobby in printing the forms.

      • Provide general information about the forms and processes without offering legal advice.

Why These Scenarios Matter

• Both scenarios are examples of common challenges encountered by kiosk users.

• They emphasize the limitations of the kiosk, such as:

  • • The availability of only specific forms (e.g., uncontested divorces without children).

    • The importance of patrons completing forms themselves unless they qualify for additional accommodations.

Key Takeaways

• Know the Boundaries: Sharing legal information and resources is acceptable, but providing legal advice or completing forms for patrons is prohibited.

• Provide Alternative Solutions: When forms or resources are not available, direct patrons to:

  • • Legal aid organizations.

    • Free Legal Answers.

    • Private attorneys offering limited scope representation.

Frequently Asked Questions and Troubleshooting

1. Form Availability:

   • • The kiosk currently includes a limited selection of commonly used forms.

     • Example: The divorce form available is for uncontested divorces with no minor children.

       • Future Plans: A divorce with children form is being developed with the help of a Pulaski County judge and is expected early next year.

     • Patrons facing complex legal situations may require professional legal assistance beyond what the kiosk can provide.

2. Complex Legal Issues:

   • • The kiosk is designed for straightforward legal issues.

     • Complex cases often require consultation with an attorney.

       • Even attorneys seek guidance from experienced colleagues who have extensive knowledge in specific areas of the law.

3. Legal Information vs. Legal Advice:

   • • Legal Advice: Offers strategies, opinions, or guidance on what a person should do.

       • Example: Telling someone how to win a case.

     • Legal Information: Factual, procedural, and publicly available. Focuses on could questions.

       • Example: Explaining what a complaint is or how to find a marriage license.

     • Key Distinction: Avoid "should" questions; focus on providing neutral, factual options.

Legal Aid and Other Options

1. Legal Aid Organizations:

   • • Two organizations in Arkansas provide free or low-cost legal help:

       • Legal Aid of Arkansas: Covers the northern portion of the state.

       • Center for Arkansas Legal Services (CALS): Covers central and southern Arkansas.

     • Services range from over-the-phone advice to representation in court.

2. Free Legal Answers:

   • • An online service where patrons:

       • Create a profile.

       • Meet income eligibility requirements.

       • Post legal questions in a secure chatroom or email-style system.

     • Volunteer attorneys provide pro bono advice.

3. Limited Scope Representation (A La Carte Legal Services):

   • • Hiring an attorney for specific tasks rather than full representation:

       • Examples:

         • Drafting legal documents.

         • Reviewing paperwork.

       • Benefits:

         • Typically half the cost of full representation.

     • Note: Some attorneys offer this service but may not advertise it.

Key Takeaways

• Empower Patrons: Provide them with clear, factual information and direct them to appropriate resources.

• Know the Limitations: Kiosks are tools for self-help in straightforward cases; they are not substitutes for legal counsel.

• Refer for Assistance: For complex issues or unavailable forms, suggest:

  • • Contacting legal aid.

    • Using Free Legal Answers.

    • Exploring limited scope representation for affordable legal help.

Common Troubleshooting Issues

1. Software Access Problems:

   • • Often caused by firewalls or Wi-Fi connectivity issues.

     • Solutions:

       • Check if recent IT updates might be blocking access.

       • Contact technical support through the Tech Request Form on the Kiosk Hub.

2. Printer Issues:

   • • Common problem: Paper tray settings change automatically.

     • Solution:

       • Use the Printer Video Tutorial on the Kiosk Hub to set default options.

       • In rare cases, reinstall the printer driver.

3. Other Technical Glitches:

   • • Use the Tech Request Form to report issues.

     • This ensures the issue is addressed even if the primary contact is unavailable.

Kiosk Hub Resources

• Tech Request Form:

  • • Enables multiple team members to address issues promptly.

    • Accessible to all kiosk hosts.

• Quick Links to Legal Forms:

  • • Designed for easy access to commonly requested forms.

• Materials Request Form:

  • • Free promotional materials available (e.g., signs, rack cards, posters).

    • Can be used to promote the kiosk and its services at your location.

• Legal Information vs. Legal Advice Resources:

  • • Provides detailed guidance on distinguishing between offering legal information and legal advice.

    • Available as a PDF or printable booklet.

• Court Form Translation Request:

  • • Allows users to request translations of court forms to increase accessibility.

• Library:

  • • Includes two training videos on the differences between legal information and legal advice provided by the National Center for State Courts.

Key Takeaways

• Know Your Limits: Focus on providing factual information, not advice.

• Utilize Resources: Use the Kiosk Hub as a central location for troubleshooting, materials, and further training.

• Empower Users: Assist patrons in navigating the kiosk but ensure they remain responsible for their own legal forms.

Future Enhancements for the Kiosk

1. Simplified Legal Forms:

   • • Forms are being redesigned to ensure better accessibility for all users, minimizing complexity and errors.

2. Accessibility Improvements:

   • • Efforts are underway to make the kiosk more inclusive for patrons with disabilities:

       • Screen readers for users with visual impairments.

       • Additional language translation options for non-English speakers.

3. Chatbot Integration:

   • • Upcoming Feature: A chatbot will soon assist users in navigating the kiosk site.

       • Example Use Case: If a patron identifies as experiencing domestic abuse and needs a divorce form, the chatbot will:

         • Provide links to domestic abuse hotlines.

         • Guide the user to Orders of Protection and divorce resources.

       • This feature ensures a holistic approach to legal assistance by connecting users with relevant resources beyond their initial query.

Closing Notes

Thank You: We deeply appreciate your commitment to making the courthouse kiosks accessible in your location.

If you have any questions, concerns, or need further assistance, don’t hesitate to reach out!