What specific actions or strategies were most helpful in engaging clients post-arraignment? In the planning phone calls?

One of the most fundamental components in effectively engaging with clients was building relationships not only with the clients themselves, but also with their lawyers and various courthouse staff. It was very important that everyone with whom CJA staff interacted knew who they were, what they were doing, and why. This both saved time and helped build trust with participants.

“I can remember talking to the Arabic translator in the court several times…he was very instrumental in helping us conduct some interviews that were initially declined. Because the translator knew more about CJA and CAPP, he was able to communicate the project to his clients when we couldn’t, and with a clearer idea of what to expect, those clients then agreed to participate.” – Kim Moment, Borough Manager, Brooklyn

Developing these relationships not only helped to recruit participants in the first place, but also facilitated CJA staff members’ efforts to engage with participants at greater length and obtain the necessary contact information from participants to continue engagement. Developing such relationships also ensured that participants remembered CJA when staff made follow-up phone calls to remind them of upcoming court dates.

Another fundamental component to building relationships with clients specifically was making it abundantly clear that CJA staff was there to support them. CJA staff members showed up to the courthouse at various points with snacks, bottled water, MetroCards, and gift cards that were offered to those willing to participate in CAPP.

“Clients go through a lot and to suddenly be treated like they're a person instead of what the system perceives them to be – that in its own I think is very rewarding” – Kim Moment, Borough Manager, Brooklyn

CJA staff also found it extremely helpful to adjust the scripts used to recruit and engage with clients in real time based on what was effective or not.

“Initially we went into this big paragraph about who we are, what we do, what the program is, how it may help them, and then, ‘Would you like to participate?’ Having [justice-impacted staff] give their input was invaluable because it was really practical advice, like, ‘No, you have a limited amount of time with this person…and speaking to you about their obstacles is not going to be paramount in their mind. So just get right to the point: how is this going to help them?’” – Richard Azzolino, Associate Director of Outreach & Notifications

How did clients personally respond to the CAPP intervention in our interactions with them?

Once clients knew more about CAPP and how it could help support them, they were extremely welcoming. Clients were often grateful to have food and water provided to them by someone outside of the legal system, and more generally for the tangible support provided in the form of MetroCards and gift cards.

When staff members provided information about services to help them appear in court, such as pamphlets for free local childcare, clients were eager to ask questions and learn more about how they can utilize services like these that they may not have known about otherwise.

“For one client, we broke down how she could apply for free childcare while she attends her court date, and she was very impressed with that. She said, ‘I have a babysitter…but just to know that there’s something like this that will help people attend their court dates…’ She was very pleased and thought it was a great program.” – Kizzy McLean, Outreach Coordinator

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