A manual on the policies and procedures of the legal assistance system was produced. It comprises the guidelines for the project implementation, the methods of work and regulations that should be followed in the legal help desk, in addition to the templates and forms that should be filled by the clients.
The manual encompasses all the policies, procedures, methodologies and templates developed to implement the various activities. It provides a general description on 1) the project and its objectives, 2) the services to be delivered, 3) the management, monitoring and evaluation procedures, 4) the needed human resources, 5) the staff training and interviewing techniques, 6) the confidentiality and the record keeping methodologies, 7) the relation with all concerned parties, 8) the legal help desk operating methods and rules, 9) the outreach campaign and 10) the sustainability plan.
The guide also includes a general description on the system that is adopted to archive all the clients’ records and files and to track all aspects of a case life cycle from initial filing through disposition and appeal, etc