A three-day meeting of a working group comprising the “frontline” (representatives of departments on legal information and consultations of local FSLA centres) and specialists of the Coordination Center for Legal Aid Provision took place on 6-8 April in Kyiv with an aim of finalizing the handbook for specialists of FSLA centres working with clients, in order to ensure the best services to the latter. The event was held with the support of the Quality and Accessible Legal Aid in Ukraine Project and the International Renaissance Foundation.
The Handbook for “frontliners” “Practical tips for working with clients” summarizes the practical experience of working with clients who come both to local FSLA centres and to their subdivisions, legal aid bureaus. In particular, the handbook provides an overview of the algorithm of actions performed by local centre employees during the reception of clients, the mechanism of application registration, examples of solutions to challenging issues in non-typical (non-standard) situations, as well as describes best practices of the legal aid provision, etc.
The handbook will serve as a guide (reference book) on various aspects of such work and issues related to ensuring the most efficient client access to LA services, for system specialists providing primary consulting of visitors of centres and bureaus, as well as for those specialists who are only starting their career in the LA system.
During this three-day meeting, participants finalized some chapters and subchapters of the handbook, in particular, taking into account recent legislative changes related to the expansion of the list of individuals entitled to free secondary legal aid.
It is planned that after final revision, the finalized handbook will be distributed in the regions among FSLA centres in order to be used by all specialists working with clients.