AOC SRL Conference © 2010 Rheeah Yoo, Esq AOC SRL Conference © 2010 Rheeah Yoo, Esq

Meeting the needs of more Meeting the needs of more customerscustomers

WelcomeWelcome• The Court faces The Court faces

diminishing resources diminishing resources & staff& staff

• Yet – we anticipate a Yet – we anticipate a rising tide of litigantsrising tide of litigants

• Problem Presented: Problem Presented: How can one How can one presentation answer presentation answer the needs of Centers the needs of Centers across the state, across the state, where challenges are where challenges are unique to each unique to each county?county?

• There is no There is no “EveryCenter” but a “EveryCenter” but a cross section of cross section of experiences shared by experiences shared by Los Angeles and San Los Angeles and San Bernardino Courts may Bernardino Courts may capture the physical, capture the physical, cultural, and economic cultural, and economic variety experienced in variety experienced in the urban, rural, large, the urban, rural, large, and small counties and small counties represented by represented by attendees in this attendees in this ConferenceConference

OverviewOverview

• Same Product, Different WaySame Product, Different Way: : evolving service delivery methodsevolving service delivery methods

• Guess Who’s Coming to DinnerGuess Who’s Coming to Dinner: : new faces at resource centersnew faces at resource centers

• All Hands on DeckAll Hands on Deck: pulling staff : pulling staff together together

• Bringing it HomeBringing it Home

Same Product, Different Same Product, Different Way: evolving service Way: evolving service delivery methodsdelivery methods

• Problem presented: divorce petition Problem presented: divorce petition demand overwhelms staff resourcesdemand overwhelms staff resources

Evolving service delivery Evolving service delivery methodsmethods…in Los Angeles…in Los Angeles

• Desired Outcome: reduction in Desired Outcome: reduction in demanddemand

• Challenges…Challenges…

• Application and Result of Disso Walk Application and Result of Disso Walk in Workshopsin Workshops

Evolving service delivery Evolving service delivery methodsmethods…in San Bernardino…in San Bernardino

• Desired Outcome: reduction in Desired Outcome: reduction in demanddemand

• Challenges…Challenges…

• Application and Result of Disso Application and Result of Disso Starter KitsStarter Kits

Guess Who’s Coming to Guess Who’s Coming to Dinner: new faces at Dinner: new faces at resource centersresource centers• Problem presented: targeting priority Problem presented: targeting priority

needsneeds

• Problem presented: increasing Problem presented: increasing probate demandprobate demand

• Problem presented: growing child Problem presented: growing child support modification demandsupport modification demand

New faces… targeting priority New faces… targeting priority needsneedsin San Bernardinoin San Bernardino

• Desired Outcome: tailoring services Desired Outcome: tailoring services to meet community needsto meet community needs

• Challenges…Challenges…

• Application and Result of customer Application and Result of customer surveys to determine demand surveys to determine demand

New faces… increasing New faces… increasing probate demand in Los probate demand in Los AngelesAngeles

• Desired Outcome: reduce revolving Desired Outcome: reduce revolving door of rejections in probate court door of rejections in probate court

• Challenges…Challenges…

• Application and Result of case Application and Result of case management principles applied to management principles applied to probate through Probate Note probate through Probate Note Clearing Clinic and Walk-in WorkshopClearing Clinic and Walk-in Workshop

New faces… growing child New faces… growing child support modification demand support modification demand in Los Angelesin Los Angeles

• Desired Outcome: process more Desired Outcome: process more cases with less time, no duplication cases with less time, no duplication of effort of effort

• Challenges…Challenges…

• Application and Result of on the spot Application and Result of on the spot workshops in Facilitator’s Officeworkshops in Facilitator’s Office

All Hands on Deck:All Hands on Deck:pulling staff togetherpulling staff together

• Problem presented: the weakest linkProblem presented: the weakest link

Pulling staff together… in Los Pulling staff together… in Los Angeles and San BernardinoAngeles and San Bernardino

• Desired Outcome: smooth Desired Outcome: smooth implementationimplementation

• Challenges…Challenges…

• Application and Result of Application and Result of Teambuilding and Funny MoneyTeambuilding and Funny Money

Bringing it homeBringing it home

• Survey results…Survey results…