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Developing a triage framework: linking clients with services at Legal Aid NSW    Cite this report

, 2019 , 21 p.
Triage refers to the practice of responding to and `sorting` the people`s legal problems on their degree or type to channel them to the appropriate service. The purpose of triage is to prioritise clients and match them with service options where demand outstrips capacity. This paper was developed to support Legal Aid NSW to undertake a review of their client intake and triage services. It provides a conceptual basis for developing a systematic triage service model.


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This publication arises from a research alliance between Legal Aid NSW and the Law and Justice Foundation of New South Wales and was developed to support Legal Aid NSW undertake a review of their client intake and triage services. Within the context of demand for services outstripping supply, triage is a valuable approach for Legal Aid NSW to match potential clients to services appropriate to their legal need and capability. But to triage appropriately, Legal Aid NSW needs a clear understanding not only of who they seek to serve, under what circumstances and for what issues and to what level, but also what resources and assistance other services offer. Drawing on the literature, the paper sets out triage principles. (See Table A1 below.) The paper provides a conceptual basis for further investigating and developing a systematic triage service model.


Acknowledgements
We acknowledge and thank Legal Aid NSW Client Services Unit for their comments.



  


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Counarelos, C and McDonald, HM 2019, Developing a triage framework: linking clients with services at Legal Aid NSW, Law and Justice Foundation of NSW, Sydney.