Legal Aid Alberta is introducing two new system features to streamline our Contact Centre’ processes to make it easier for clients and lawyers to access information and services.
Starting July 15, we are integrating our Contact Centre’s interactive voice response (IVR) phone system with our file and application management system. When calling LAA, clients and lawyers will be able to enter identifying information (date of birth and PIN or Law Society of Alberta number), allowing the system to retrieve the relevant record before the call is answered.
For roster lawyers, this means when you contact a Roster Services Liaison, your profile and related information will already be available, enabling staff to assist you more efficiently.
In addition, as of July 15, clients will be able to enter their information through LAA’s website chatbot to view the name and contact details of the lawyer on their most recent certificate. If the matter is at offer request or offer pending, clients will be asked to check back later. If no file is found, they will be directed to await email confirmation or call in.
At launch, we will not widely promote this feature publicly. This will give our IT Team an opportunity to monitor performance, address any issues and confirm the integration is working as intended before expanding awareness of the feature.
By making lawyer contact information easier for clients to access, we expect fewer inquiries about lawyer assignments, allowing intake staff to focus on supporting new applications and client needs.
There will be no routine outage to Lawyer Portal as we roll out these enhancements.
Please be aware that once the new feature is online, you will be prompted to enter identifying your Law Society number when calling LAA.