Live Chat User Guide
Welcome to Live Chat!
Thank you for volunteering as a Live Chat
Operator! Your work as an operator will
help improve our service in providing free,
understandable legal information and resources
to thousands of Connecticut residents via the
www.CtLawHelp.org website. Please let us
know what we can do to make your volunteer
experience more valuable.
What are the goals of Live Chat?
The Live Chat Program was created to:
• Provide greater access to the free legal
information on www.CtLawHelp.org
• Support and compliment other online
services of www.CtLawHelp.org.
• Increase positive outcomes for users of
www.CtLawHelp.org
Neither Live Chat nor www.CtLawHelp.org is
intended for use in giving legal advice; both exist to
provide legal information only.
Live Chat Operators should follow these
considerations at all times:
• Avoid unauthorized practice of law
issues (no attorney-client relationship, no
confidentiality)
• Make sure that the chat content does NOT
amount to legal advice
• Operators should never answer a question
based upon their own personal experiences
or those of someone the operator knows
• Do not provide links to external websites
that have not been approved (or linked to)
by Connecticut Legal Services first
Live Chat Operators have the right to end
chats with visitors who are disrespectful
or use abusive language.
Limitations of Live Chat
Understanding by all program staff and
volunteers of the purpose and limitations of Live
Chat is essential. The Live Chat service will not
be able to help everyone. For example, it cannot
help:
• Someone who is looking for legal advice
• Someone who is in a rush and does not have
the time to read the information, view the
videos, or complete the forms
• Someone who is illiterate
• Someone who is unable to use a mouse/
keyboard/computer
Limitations of CTLawHelp.org
The website has a wealth of content, but is by
no means a comprehensive list of answers to
every legal problem. The website is designed for
lower-income people, so it does not, for example,
contain any information on how to set up a tax
shelter or a trust fund. Also, a website user will
not find:
• Information on criminal matters
• Court forms for every type of civil legal case
• Legal information on specific municipal
ordinances (such as the dog-bite ordinance
for the City of Hartford)
Getting Started
Login to LiveChat by going to www.boldchat.com, go to login screen and be sure to to select web interface login in upper right corner of the screen. You will be assigned a Username and Password by the Live Chat Coordinator. If you do not have one, contact the Live Chat Coordinator to set one up.
When you first logon to Live Chat, click on Chats from the left menu. The Operator Console will look
like this.
The chat area will remain blank until you accept or ‘take’ a chat session.
When a visitor clicks to chat, you will hear a chime and the Chat icon will flash, indicating that a user
has initiated a chat. Click on ‘CHAT’ to begin a Live session.
When you click on CHAT to begin the session the user’s ‘state’ will change from ‘Waiting for…”
… to ‘Chatting’.
Be sure the green “available” is visible during your live chat operator hours.
You will hear a chime and CHAT icon will flash when a user has initiated a chat. Click here to respond.
A SAMPLING OF “CANNED RESPONSES” Disclaimer
I’m not a lawyer, but I can help you find information about your legal rights and help you apply for free legal services. I can’t act as your attorney, give you advice about your specific situation, or tell you what you should do.
Please don’t tell me anything private. The other side in your case may contact us to ask for information. In that case, we will also give him or her information. Remember, the information on this website is not a substitute for the advice that a lawyer can give you about your specific legal problem. You may need to talk to a lawyer before you use any forms or documents on our website.
Are you okay with this? Please type yes.
Disclaimer, No response
Are you okay with the above information? I can’t help you if you don’t answer yes.
The first icon all the way to the left above the operator chat area is where the “canned responses” fly out menu is found. The following list contains some (not all) of the most common topics and it will be helpful to familiarize yourself with the content of the full list. Additions can be made to this list if you find yourself answering the same question many times.
Greeting
Hello, my name is ${login.BestChatName}. Welcome to CTLawHelp.org.
Not in CT
The information on this website is about Connecticut law.
You can find information about other states’ laws and about legal aid in other states here: http://www. lawhelp.org/.
If you aren’t sure which state’s laws apply to your situation, you should contact legal aid in your state and speak to an attorney.
DV Hotline Program Info
There are lots of programs in CT that help victims of domestic violence. They offer safety planning, information, counseling, support groups, emergency shelter, and more. You can find a program in your area by calling this hotline number: 888-774-2900 or by clicking here: http://www.ctcadv.org/ AboutCCADV/OurMembers/tabid/145/Default.aspx
DV Intro, Keeping Safe
It sounds like you’re having a difficult time. Before we go into the legal information, I’d like to give you some basic information about keeping safe.
If you are in danger right now, please call 911.
If your abuser has access to your computer, he or she might be able to see what websites you’ve been looking at. The safest option might be to use a computer at a library. Here is an article that tells you how to clear your computer activity: http://womenslaw.org/laws_state_type.php?id=13404&state_ code=PG&open_id=13413
If you use social networking sites like Facebook or if you have a smartphone, you might want to look at this article about keeping safe online: http://ctlawhelp.org/smartphone-and-internet-safety-domestic-violence-victims
Advice, asking for, court procedures
I’m sorry, but our service can’t give you advice about your specific situation. I can’t tell you what to do. If you need information about the law, I can help you find it.
If you need information about the court’s rules and procedures, the court’s schedules and deadlines or how to get a case heard by the court you can visit the Court Service Center located in the courthouse closest to you: http://www.jud.ct.gov/csc/loc.htm.
Advice, Asking for, hotline
I can’t tell you what to do because I’m not a lawyer but if you want legal advice, you can try calling the Statewide Legal Services hotline at 800-453-3320.
Attorney Grievance Link
http://www.jud2.ct.gov/attorneyfirminq/AttorneyFirmInquiry.aspx
If you need a private attorney, you can ask your local Bar Association for a referral. There’s a list of Bar Associa-tions on this page if you scroll to the bottom: http://ctlawhelp.org/get-help
The self-help booklets are listed here:
Take a look through the self-help guides: http://ctlawhelp.org/self-help-guides
Note that legal-aid-booklets-for-printing and self-help-guides are the same information, the “for printing” booklets are pdf versions for print and the listing is a comprehensive listing by category that’s easier for quick reference.
Instructional video page: http://ctlawhelp.org/audio-video
Connecticut’s Legal Aid programs created CTLawHelp.org so people with very low income can find help for their legal problems. It gives people in our client-eligible population who cannot obtain a lawyer free legal information and tools so they can self-advocate in court and before regulatory agencies.
Live Chat Resource: www.CTLawHelp.org
See the online CTLawHelp site tutorial here:
1. Chatter clicks on “Chat Live” and you are notified here
2. You type greeting in here manually or choose a canned greeting, hit return (Return is your “send” key). Once you return, your greeting goes under Message History above
3. This is what Chatter sees on screen
Sample Chat about Disability
Step 1: Go to www.CtLawHelp.org to search for information on Disability
Click on Disability Assistance Start with
1. Do you live in CT? 2. I’m not a lawyer...
(Disclaimer)
Both are located in canned responses.
Look for the legal aid icon on the subject of disability. Always direct contacts to Legal Aid resources first (indicated by the Legal Aid icon)
Provide the Chatter with this link
about applying for Disability and SSI
Signing Off
There are canned responses set up for signing off from your chat. “You’re welcome” (if you are
thanked) and the “bye” response can wrap it up. You can also customize your responses as needed.
Actual live chat transcripts will be reviewed on an ongoing basis to monitor how the chats are going,
how effective they are and to discern ways to improve the service provided.
Again, thank you for volunteering as a Live Chat Operator and for helping to improve our service
in providing free, understandable legal information and resources to thousands of Connecticut
residents via the www.CtLawHelp.org website.
Where do we go from here?
?
Volunteers will be required to participate in an on-site training conducted by
Legal Assistance Resource Center staff.
?
You will be assigned a user name and password.
?
We will either conduct a few test chats at the training or schedule a remote
test chat.
Center for Children’s Advocacy
The Center for Children's Advocacy focuses on rights and interests of poor children involved in judicial, welfare, health, mental health, education, and juvenile justice systems.
860-570-5327
65 Elizabeth Street, Hartford, CT 06105 www.kidscounsel.org
The Children’s Law Center of Connecticut
The Children's Law Center of Connecticut represents children whose families are involved in divorce and custody matters in court. The Law Line provides legal information on family issues such as custody, visitation and child support.
860-232-9993 Law Line: 1-888-529-3667 (toll free) 30 Arbor Street, South, Hartford, CT 06106 www.clcct.org
Connecticut Fair Housing Center
Connecticut Fair Housing Center provides legal representation for people claiming discrimination in housing matters and foreclosures.
860-247-4400
221 Main Street, Hartford, CT 06106 www.ctfairhousing.org
Connecticut Legal Rights Project
Connecticut Legal Rights Projects provides legal representation to low income adults with psychiatric disabilities, primarily legal problems related to their treatment and civil rights.
860-262-5030
One Vance Drive, Middletown, CT 06457 www.clrp.org
Lawyers for Children America
Lawyers for Children America provides training and support for volunteer attorneys who represent children in child protection matters in Juvenile Court.
860-273-0441
151 Farmington Avenue, RW61, Hartford, CT 06156 www.lawyersforchildrenamerica.org
Consumer Law Project for Elders (CLPE)
Are you 60 or over? The Consumer Law Project for Elders (CLPE) provides free legal assistance to people age 60 or over. If you have a debt collection or other consumer problem, please call Consumer Law Project for Elders.
1-800-296-1467 http://ctlawhelp.org
