When asked to describe their biggest challenges in a busy day, court staff typically has at the top of the list: Dealing with self represented litigants (SRLs)!
Last summer, recognizing the need for training in this area, State Court Administration Executive Director, Lilia Judson, assigned David Remondini, Chief Deputy Executive Director, and Camille Wiggins, Staff Attorney, to assist court staff personnel. Along with Senior Judge Barbara Harcourt, Indiana Judicial Center Court Personnel Education Attorney, they developed “May I Help You?/A Guide for Front-line Staff for Informed Referrals to Better Serve the Public.” They initiated training late in 2008 and early 2009 by testing their techniques on front desk employees at State Court Administration and the Judicial Center. They received a big thumb’s up and decided to expand the basic format and include resources for trial court employees who interact with SRLs on a daily basis.
On April 7 and 8, Remondini, Wiggins and Harcourt traveled to Elkhart County where they presented the training program “May I Help You?” to court staff and clerk office personnel. They presented the program in four sessions and the participants agreed that the education and training was very practical and helpful in managing their day-to-day workload.
On April 15, at the Spring Judicial College, Floyd County Superior Court Judge Susan Orth, Hamilton Superior Court Judge William Hughes and Camille Wiggins made a presentation to 96 judicial officers that included basic information along with a variety of adult education techniques. They distributed copies of a PowerPoint presentation, a resource list, educational exercises, and a flow chart called “decision tree” that assists court employees in distinguishing between resources where SRLs may find legal information and where they may locate providers of legal advice. The decision tree was developed by Monica Fennell of the Indiana Pro Bono Commission. Judges learned how to present “May I Help You?” to their own staff and were encouraged to develop a training program for their individual court or to have combined county or district level training.
Based on the Judicial College information session, Judges in one county have already created and presented a very successful training program to their court staff, probation officers and county clerk employees. Demonstrations of good customer service practices, a list of resources from which staff can make referrals for self represented litigants and the very useful decision tree are central to the “May I Help You?” training. All employees will receive materials and participate in hands-on exercises. The program is fast paced and lasts approximately 90 minutes. Judicial Center and State Court Administration staff will be available to assist other courts in developing and delivering programs.