baltimore Buildings
baltimore Buildings
baltimore Buildings
20NTC Session

Online Engagement for Offline Action: Man vs. Machine? Envisioning “IT” Better Together


Each year, tens of thousands of poor and vulnerable residents reach out to NLSA, a legal aid nonprofit, for legal crises needs. More than one million families and individuals have benefited from this community resource, but high demand created a tightly stretched organization in permanent triage. Described as “an emergency room for legal problems,” improving efficiencies became paramount.

Today, a new “Get Legal Help” website button—supported by a statewide case management system—makes it easy to apply for aid anytime, online. However, replacing entrenched “old ways of doing things” to support a modernized, fully-integrated, technology-enabled intake process wasn’t as easy as clicking a button. Implementing innovative technologies presented hurdles: from planning to fundraising to overcoming staff reluctance —challenging, but not impossible. In fact, successful outcomes prompted over $300,000 in grant funding for continued enhancements.

Sharing examples from other organizations, and applying outcome-focused and technology-agnostic perspectives, this session offers insights into how technology innovations can address a variety of process challenges, helping nonprofits save precious time and resources. You will learn how to successfully adopt, implement, and even integrate technology to improve service—expanding access, improving efficiencies—without compromising the “human factor” on either side of the application process.

Learning Outcomes

  • Learn how to enable clients to apply for services online, yet still empower staff to seamlessly deliver personalized assistance
  • Create frameworks for useful ways to leverage technology that accelerates access and improves efficiencies
  • Develop complementary processes that effectively transition online tech to offline services


Case Study




April 11, 2018


3:30pm – 5:00pm

CFRE Credits

NFR - 1.5

Collaborative Notes

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Session Evaluation

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