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We Can See There’s Light at the End of the Tunnel Now – Demonstrating and Ensuring Quality Service to Clients

This paper describes a results-based research project which aimed to measure the quality of legal services provided by an Australian legal aid services provider. The report also delves into the challenges of trying to define and measure “successful outcomes” in the legal aid services context. It stresses the limitations of private-sector managerial methods of program assessment within the complex and nature of legal aid services and the problems that legal aid services clients face. “Successful outcomes” must be understood in the context of the realities of clients’ lives. The author concludes that autonomy, creativity and relationship building are critical in achieving “successful outcomes” for clients.

Author: Curran, Liz
Title of Work: We Can See There’s Light at the End of the Tunnel Now – Demonstrating and Ensuring Quality Service to Clients
Date: 2012
Organization: Legal Aid ACT
URL: Click here http://www.legalaidact.org.au/pdf/Light_at_the_end_of_the_Tunnel_Legal_Aid_Services_Quality_and_Outcomes.pdf
Topic: Evaluation & PLE development and delivery
Location of Authoring Organization by Country: Australia
Location of Authoring Organization by Province/ State (unless national entity): Australian Capital Territory (ACT)
Availability: Full report online
Language: English