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Justice for Montanans AmeriCorps Evaluation Report

Prepared for the Corporation for National and Community 

Service Montana Legal Services Association

Christine Mandiloff, Mandiloff Law Office, PLLC

Mēghan F. Scott, Montana Legal Services Association, AmeriCorps Project 

Director

(2017-2019)
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Acknowledgements

This evaluation report would not have been possible without the help of our external evaluator, 

Christine Mandiloff. Thank you for working with us on this for two years now. Many thanks to 

the Corporation for National and Community Service for their continued funding. A special 

acknowledgment also must go to Sarah Sadowski for all her support and patient answering of 

our questions. Along those lines, we are grateful for our State Commission in the Governor’s 

Office of Community Service: Dan Ritter, Lisa Dorrington, Jaime Gabrielli, and Sheree Isola, who 

all care about the AmeriCorps Programs in Montana and prove that daily. Each and every one of 

them are always generous with their intellectual engagement, commitment, and time. 

Thank you to our JFM partners: The Court Help Program of the Montana Supreme Court, the 

Office of Consumer Protection and Victim Services, the Montana Aging Services Bureau, the 

Office of the Child and Family Ombudsman, and Montana Fair Housing. We also thank past 

partners during this 3 year period: Disability Rights Montana, the Montana State Bar, and the 

Alexander Blewett III School of Law. Giant thanks to the supervisors and facilitators for keeping 

open lines of communication with us and for reaching out when there are questions. 

Most importantly, all of us involved with this project are deeply grateful to our AmeriCorps 

members and alums for without you, this Project would not be the success that it is.

We hope the report that has emerged can help others find new ways to improve access to 

justice for low to moderate income individuals.

~Mēghan F. Scott

AmeriCorps Project Director

Montana Legal Services Association
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Index

Acknowledgments 2 

Executive Summary 4 

The JFM Program 5

Evaluation 11

Findings and Results 13

Recommendations 18

Appendix 20
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Executive Summary

Justice for Montanans (JFM) is an AmeriCorps program empowering low to moderate income 

people to advocate for their legal rights and obtain increased access to justice. The program is 

funded by the Corporation for National and Community Service and administered by the 

Montana Legal Services Association (MLSA). The grant award for the JFM program created 20 

member positions to provide legal information and other services free of charge across 

Montana for the 2017-2019 funding cycle. The JFM program provides legal consumers with

increased access to legal self-help information, resources, and referrals for civil legal matters, 

and increases volunteer support for civil legal assistance. 

The JFM program evaluation is intended to answer: 1) whether the services provided by 

members were successful in accomplishing the identified outcomes: and 2) whether the 

program was implemented in a manner that enhanced the likelihood of producing the desired 

outcomes. During the funding cycle, evaluation data was collected by members and project 

partners, and included the numbers of legal consumers served, the demographics of people 

served, and the outcomes achieved for the target population. Outcomes for the target 

population were also gathered through MLSA’s internal case management system, partners’ 

data collection systems, and surveys distributed to legal consumers. Data about members’ work 

was collected through the members’ required exit documents and through phone calls between 

the independent evaluation contractor and the members and supervisors. 

Information and feedback received from legal consumers, JFM members, and partner

organizations show that the anticipated outcomes of the program were met or exceeded. JFM 

member and partner data demonstrate that the program is effective in meeting the civil legal 

needs of low to moderate income Montanans.
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JFM Program

The JFM program is an AmeriCorps program administered by MLSA that empowers low to 

moderate income people to advocate for their legal rights and that increases access to justice 

by providing legal information and other services free of charge. MLSA received an award for 20 

member positions throughout Montana for the 2017-2019 funding cycle to increase access to 

intake, self-help, and referral services for civil legal matters; recruit community volunteers to 

educate, advise, and represent low to moderate income Montanans in civil matters that 

fundamentally impact their lives; and increase access to civil legal information through 

community outreach and education campaigns. The program is within the Corporation for 

National and Community Service (CNCS) focus areas of Economic Opportunity and Capacity 

Building. 

The purpose of this evaluation is to determine whether the legal information, resources and 

referrals provided by JFM members to low and moderate income Montanans achieve the 

articulated outcomes of the program, and to determine whether the program is implemented 

effectively and in a manner that enhances the likelihood of producing the desired outcomes for 

low and moderate income Montanans. 

The following paragraphs will provide details about the:

• JFM program;

• underlying need for the program and the target population and services; 

• JFM theory of change;

• past research and evaluation;

• evaluation approach and design;

• data sources and collection methods;

• strengths and limitations of the evaluation; and 

• findings and results of the evaluation and recommendations.

During this funding cycle, MLSA’s JFM program partnered with the Self-Help Program of the 

Montana Supreme Court Office of the Court Administrator, the State Bar of Montana’s Modest 

Means Program, Disability Rights Montana, the Alexander Blewett III School of Law at the 

University of Montana, the Montana Office of Consumer Protection & Victim Services, the 

Montana Aging Services Bureau, the Office of Child and Family Ombudsman, and Montana Fair 

Housing. The JFM program addresses the ongoing problem in Montana of a lack of civil legal 

information, advice, and resources for low and moderate income Montanans, involving 

essential human needs such as protection from abuse, lack of access to safe and habitable 

housing or necessary health care, and relief from financial exploitation. The JFM program was 

initiated by MLSA in partnership with the Self-Help Program and the Montana Office of 

Consumer Protection & Victim Services nine years ago and has received AmeriCorps funding

since that time. 
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The Need

The demand for free and low-cost civil (non-criminal) legal services in Montana far outstrips the 

supply. A 2014 study found that combined civil legal aid efforts in Montana are able to assist 

less than one in ten of the Montanans who need help with their civil legal problems (Access to

Justice Commission of the Montana Supreme Court, The Justice Gap in Montana: As Vast as Big 

Sky Country (June 2014)). Efforts to provide meaningful access to justice in Montana meet only 

a portion of this need. For example, MLSA is the only statewide provider of free civil legal 

assistance to the poor and has only 1 attorney available for every 12,133 Montanans in poverty. 

By contrast there is 1 attorney for every 274 Montanans above 125% of the poverty level 

(Rebecca L. Sandefur and Aaron C. Smyth, 2011 Access Across America: First Report of the Civil 

Justice Infrastructure Mapping Project). This creates a vacuum where people without the 

means to hire a lawyer cannot access legal advice or information that would help them resolve 

their legal issues. It also exacerbates the growing problem of unrepresented litigants appearing 

in our court system who are often unprepared to address their legal issues, and without 

necessary forms or procedural information. 

These unmet civil legal needs hold people in poverty. According to the 2015 American 

Community Survey one-year estimates used by the United States Census Bureau, 14.6% of 

Montanans live below the federal poverty level of $24,250 for a family of four. Rural poverty 

rates are often much higher; for example the poverty rate in Glacier County is 27.7%, in Blaine 

County it is 27.8%, and the combined rate for all seven Montana Indian reservations is 30.4%. 

(Montana State University, Extension Economics, Montana's Poverty Report Card, Montana 

Poverty Study 2011 County & Reservation Data). With rates for attorneys ranging from $125 to 

$300 per hour, traditional attorney representation is simply not an option for many Montanans. 
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A 2015 report shows that low and moderate income Montanans improve their economic wellbeing and security with meaningful access to justice. In one year, MLSA helped Montana's most 

poor and vulnerable citizens obtain direct financial benefits of $1,386,673. (Montana Supreme 

Court Access to Justice Commission, The Economic Impact of Civil Legal Aid to the State of 

Montana (2015).) These direct benefits went to Montanans represented by MLSA. If the full

need for civil legal services were met, even more economically disadvantaged Montanans 

would experience improved economic security.

The Work

Twenty partner site locations across Montana have hosted JFM members during the 2017-2019 

funding cycle. The JFM members serve in Montana’s largest cities including Kalispell, Great 

Falls, Missoula, Helena, Bozeman, Butte, and Billings. Members provide services not only at 

those partner sites, but also by phone or circuit ride in rural and remote communities across 

Montana, including those on reservations. 

The JFM program provides members with high quality training on AmeriCorps rules and 

regulations, as well as the skills and information needed to provide effective service. Training

includes how to provide legal information and referrals, customer service skills, avoiding 
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burnout, and information on specific legal topics such as domestic violence and the anatomy of 

a lawsuit. JFM members also receive training on the difference between providing legal 

information and legal advice (which can only be given by a licensed attorney). Although JFM 

members are not attorneys, members can help people find the forms and information they can 

use to help themselves. Training is provided in-person and by webinar. In addition, all members 

receive training on creating elevator speeches, having a healthy service-life balance, working 

with low income people and people with disabilities, working with people in crisis, and cultural 

sensitivity.

Each site, whether at MLSA or one of the partner agencies, has a supervisor who is responsible 

for the day-to-day supervision of the members. Site supervisors for JFM members include 

program staff, staff attorneys, and court administrators. Site supervisors are selected based on 

their familiarity with what the members will be doing. Site supervisors are responsible for 

working with members to ensure that AmeriCorps regulations are followed, member duties are 

appropriate, and reporting is done in a timely and accurate fashion.

The members accomplish their goals by helping people find and use court forms at self-help law 

centers and online; processing MLSA applications for free civil legal aid and screening clients for 

reduced cost attorney services through the State Bar of Montana Modest Means Program; and

by fielding consumer inquiries and complaints and assisting crime victims at the Office of 

Consumer Protection & Victim Services. In addition, the JFM member at the Office of the Child 

and Family Ombudsman responded to citizens concerned about children involved in the child 

protection system or in need of protection; and, the member with Montana Aging Services 

Bureau served Montana seniors(age 60 and over) at pro-bono legal document clinics around 

the state. 
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The Theory of Change

The JFM Project theory of change is that JFM activities help remove the legal barriers that keep 

people in poverty. These barriers include lack of access to economic opportunity, adequate 

housing, health care, healthy food, and stability and safety in family relationships. The 

anticipated short-term and intermediate term outcomes of the Project were that low and 

moderate income Montanans would: 

• gain knowledge of the justice system; 

• gain knowledge of their legal rights and responsibilities; 

• learn what to do or not do to solve their legal problems; 

• make informed decisions; and 

• take action to resolve their legal problems. 

Past Research and Evaluation

In MLSA’s self-evaluation 2014-16 Program Report, four main areas in need of improvement

were identified: 

1. August Service Gap (the one-month gap between JFM member service terms)

2. Onsite Training

3. Expansion of the Program

4. Networking

August Service Gap

With only one full-time staff person focused on the improvement and sustainability of the JFM 

program, MLSA lacks the capacity to exit and enroll members in the same month. The JFM 

members serve 11-month terms to give the Project Director enough time to plan the exit and 
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orientation training, and to run the required National Service Criminal History Checks on 

incoming members. This service gap has persisted since the 2014-16 self-evaluation report.

MLSA intends to investigate the possibility of extending the member terms of service to 12 

months and to overlap the terms of outgoing and incoming members to provide continuity and 

increase the opportunities for one-on-one training of new members by the exiting members. 

See “Areas to Improve and Recommendations” on page 18 of this report.

Onsite Training

Since the 2014-16 self-evaluation report, MLSA has taken steps to improve the quality of onsite 

training provided to JFM members. The initial training provided to members has been 

streamlined to focus on site-specific and onsite training. All members complete an initial in 

person orientation followed by a site-specific orientation. At the all member orientation, 

training is provided on AmeriCorps requirements and program expectations. In addition, all 

members receive training on finding legal information, as well as working with low income 

people and people with disabilities, working with people in crisis, and cultural sensitivity.

Following the all-member orientation, members participate in site-specific training and 

orientation conducted by their host programs. Topics vary according to host program but 

include site procedures and specific topics related to each host program's focus. Following is a 

sample of the feedback we received from members after the new format was implemented this 

year: 

• "I learned a lot and it was helpful to have the training set up the way it was. I'm excited 

to hit the ground running."

• "I love the one day of breaking into groups by site, meeting supervisors and learning 

specifically what I'd be doing during my service."

• "I really liked the partner overview on the first day. It was great to hear about not only 

our own, but other service sites and what they would be doing."

Expansion of the Program

MLSA and the JFM partners recognized the need to expand the program and committed the 

necessary resources to hire a full-time AmeriCorps Coordinator in 2016 and increase the 

number of JFM members from 18 to 20. Five new partners were added over the the last three 

years: Disability Rights Montana, Alexander Blewett III School of Law at the University of 

Montana, the Office of the Child and Family Ombudsman, Aging Services Bureau, and Montana 

Fair Housing. MLSA plans to grow the program even more in this next grant cycle, potentially 

bringing on more partners and/or increasing the number of members at current sites. See 

“Areas to Improve and Recommendations” on page 18 of this report.

Networking

After the initial training, members participate in monthly all-member phone calls throughout 

their service year. This keeps them in contact with other JFM AmeriCorps members and allows 

for easier collaboration on service projects and a streamlined of referral process. Members with 

our program are given various opportunities to learn new skills and network with professionals 

across the state. Throughout the term, members typically meet Supreme Court justices, 
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executive directors of various nonprofits, the attorney general, and numerous private 

attorneys. These connections help members provide holistic services to low-income Montanans 

with civil legal needs, and also help members achieve professional growth. 

Evaluation

Design

MLSA and its partners determined an internal evaluation of the JFM Project using a nonexperimental mixed media approach would be appropriate for this evaluation. MLSA believes 

that an attempt to obtain a statistically usable sample with test and control groups would have 

been cost prohibitive and would have involved denying assistance to some individuals and 

providing it to others, which is against the mission of MLSA and the purposes of the JFM 

program. 

The mixed method approach incorporated formative and summative evaluations, with 

formative evaluation employed to examine the program’s development and assist in improving 

its structure and implementation and summative evaluation used to examine whether the 

project objectives were achieved. Both qualitative and quantitative methods were employed in 

combination to assure depth, scope and the dependability of the findings.

Methods

Evaluation methods included gathering and analysis of data regarding the people served. MLSA 

developed data collection procedures for both itself and partner organizations. MLSA used the 

following data sources for the mixed method approach internal evaluation:

• Numbers of people served, as collected in MLSA’s internal case management system, 

and partner data collection systems; 

• Numbers of visits and page views for legal information websites and legal forms 

websites referred to by JFM members; 

• Numbers of outreach materials distributed by JFM members; 

• Information on outcomes for clients and participants receiving services; 

• Client satisfaction and feedback surveys; and 

• Data gathered at the end of service from members site evaluation and reflection 

documents. 
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JFM members and consumers at all host sites were surveyed using survey instruments 

developed by MLSA. MLSA tested the survey questions to make sure they were appropriate and 

elicited the intended information. The surveys were distributed both electronically and in paper 

form depending on the best method for the particular participant and follow-up telephone 

surveys were also used. Information was gathered by the JFM members and the JFM Project 

Director and analyzed by the JFM Project Director and an outside evaluator. 

JFM program consumers, JFM members, and partner site supervisors were surveyed. The 

following survey questions were asked:

Consumers: 

• As a result of services received from a JFM member, did you gain knowledge of the 

legal system? 

• As a result of services received from a JFM member, do you understand your legal 

rights and what you could do? 

• As a result of services received from a JFM member, do you feel more prepared to

handle your legal problem? 

• If there was something to do, did you take action to resolve your legal problem? 

JFM AmeriCorps Members: 

• Does JFM positively impact low to moderate income Montanans?

• Do you feel you help Montanans gain knowledge of the legal system?

• Do you feel you help Montanans understand their legal rights and what they can do 

next?

• How has this experience contributed to your personal and professional growth?

• What is the greatest strength of the JFM program? The most obvious weakness?

• Is there anything else you’d like to add or comment on? 

Partner Site Supervisors: 

• Does JFM positively impact low to moderate income Montanans?

• Does JFM help Montanans gain knowledge of the legal system?

• Do JFM members help Montanans understand their legal rights and what they can 

do next?

• Do JFM members serve as an asset to your organization?

• Is there anything else you’d like to add or comment on?

Evaluation Limitations: 

There are two major limitations of this evaluation. First, the responses of consumers regarding 

their satisfaction with JFM services and the responses of JFM members and site supervisors, 

while important, often do not include the depth of information that could be used to better 

configure and/or enhance services provided. In-depth interviews with consumers could provide 
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greater understanding of their challenges and of the benefits and limitations of the services 

JFM provided. Second, the evaluation does not analyze long-term results of the services 

provided through additional consumer surveys and/or interviews, review of court records, or 

any other indices of results. Since so many legal problems are not resolved within a short time, 

and in many cases are not resolved for months or years, final consumer outcomes for many of 

the civil legal matters occurring during this funding cycle are not available. 

Findings and Results

The JFM program goals of empowering low to moderate income people to advocate for their 

legal rights and obtain increased access to justice have been met. 

Legal Consumers Served

In the two-year evaluation period, the program has resulted in 77,908 low to moderate income 

Montanans with legal needs served. 

As collected in MLSA’s internal case management system and partner data collection systems, 

the demographics below show specific numbers for how many were helped by our JFM 

AmeriCorps members. These numbers encompass the 2017-18 and 2018-19 service years and 

the total individuals served does not equal the demographic numbers because there are many 

individuals that did not fall under any of the listed categories. 

JFM Services Provided: September 2017 – August 2019

JFM Volunteer Coordination

Volunteers Managed 863

Volunteer Hours 12,610

Cases/Clients for Volunteers 6,320

JFM Client Demographics

Age 55+ 11,689

Veterans 4,083

Veterans Family Members 9,529

Active Duty 264

Active Duty Family Members 1,346

Tribal Members 5,812

JFM Outreach

Outreach events 178

Total number of people reached at outreach events 6,789

Total Number of Individuals Served 77,908
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The provision of legal information and education is a key component of the JFM program and 

JFM members rely heavily on online resources for furthering consumer education and 

knowledge. The number of visitors and page views for MontanaLawHelp.org, the legal 

information and self-help forms website regularly used by JFM members to educate and assist 

consumers are illustrated in the graphics below. We cannot determine the exact number of 

MontanaLawHelp.org visitors who were referred by JFM members, but given that all 20 

members refer consumers to the website on a daily basis, a significant percentage of traffic on 

the website can be attributed to JFM members.

Geographic distribution of website views on MontanaLawHelp.org during the evaluation period. 

The larger circles represent population concentrations in Montana’s largest cities, but as illustrated on 

the map, rural consumers from across Montana access the website.
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This chart shows the page views for MontanaLawHelp.org. The majority of users from 

September 1, 2017 to August 31, 2019 were new visitors and all JFM members guide individuals 

to the appropriate information and forms for their civil legal issue as the base level of 

assistance. Whenever possible, JFM members augment MontanaLawHelp referrals with direct 

help including advice appointments with MLSA or volunteer attorneys, and referrals to the 

State Bar Modest Means program. 

Outcomes Met or Exceeded

Information received from consumers at the inception of services, as well as from consumer 

feedback and satisfaction surveys after services were provided, show that overall the 

anticipated short-term and intermediate term outcomes of the project were met or exceeded.

The short-term outcomes on our logic model chart are: low and moderate income Montanans 

gain knowledge of the legal system; low and moderate income Montanans gain knowledge of 

their legal rights and responsibilities; and, low and moderate income Montanans learn what to 

do or not do to solve their legal problems. The medium-term outcomes are: low and moderate 

income Montanans make informed decisions; and, low and moderate income Montanans take 

action to resolve their legal problems. Our end outcomes on the Performance Measures report 

are: individuals report they gained knowledge of the legal system; individuals report they 
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understand the legal information given to them and what they could do; and, individuals report 

they are better equipped to handle their legal situation. 

In the first year of the grant cycle (2017-18), MLSA anticipated that the JFM members would be 

responsible for helping at least 20,000 low and moderate income Montanans to navigate the 

legal system and also leverage 150 additional volunteers to engage in providing civil legal 

assistance to low and moderate income Montanans. The JFM members helped 37,323 

Montanans gain access to legal information and our members recruited, coordinated, and 

supported 385 additional volunteers. Accordingly, we raised our goal for the 2018-19 term to 

40,000 individuals helped and 200 volunteers. The JFM program met those higher goals by 

helping 40,585 individuals and leveraging 478 volunteers in 2018-2019. 

Survey responses from the 2018-19 service term show that 78% of respondents felt more 

prepared to handle their legal situation and over 86% felt as if they gained knowledge of the 

legal system, 86% say they understand their legal rights, and 89% took action to resolve their 

legal problem. Our goal was to receive over 3,000 surveys back from individuals helped and we 

met that outcome. Detailed survey results are included in the appendix. 

Comments reflect that consumers of the JFM program are better able to handle their legal 

problems and in fact, do so effectively:

“I am very grateful for all of the help I received and the patience to explain it to me. Thank you 

so very much. I was able to finish filing my divorce papers and with their help was able to 

accomplish this. I was able to understand legal parts and the rights my ex-spouse and I had. The 

AmeriCorps member and the attorney were awesome and they helped me by answering and 

explaining why I couldn't do certain things and how to fill out my papers. I appreciate all of the 

help I was given. I wouldn't have been able to do this without their help. Thank you.” – Self-Help 

Law Center Customer, 2018-19

”Helped me move forward with my landlord for failing to remedy an emergency repair in an 

appropriate amount of time. Knowing my rights also helped ensure that my landlord returned 

my full rental deposit [landlord failed to provide a list of deductions within 30 days of move 

out]. I was able to use previous situation [failure of landlord to do emergency repair] as a 

bargaining mechanism to ensure I got my full deposit back. At this point, the issue is resolved. 

Suggestions: Greater accessibility i.e. more volunteer staff but I can't complain. I know the 

resources are limited and I received good advice that helped me, so it all worked out.” –MLSA 

client, 2018-19

Detailed survey results are included in the appendix.

The JFM Program Enhances the Likelihood That Outcomes are Met or Exceeded

The 2017-19 JFM members and supervisors were surveyed by an outside evaluator who was 

hired to help conduct the evaluation of the JFM program. She interviewed members and 
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partners by phone and in-person to learn if they agreed or disagreed whether the JFM program 

positively impacts low to moderate income Montanans, whether the members help legal 

consumers gain knowledge of the legal system, whether the members help legal consumers 

understand their legal rights and what they can do next, and whether members serve as assets 

to partner organizations. 

Survey responses over the evaluation period show that 80% of members and 92% of partners

strongly agreed that the program positively impacts low to moderate income Montanans, 50% 

of members and 69% of partners strongly agreed the program helped legal consumers gain 

knowledge of the legal system, and 48% of members agreed and 58% of partners strongly 

agreed that the program helped legal consumers understand their legal rights and what they 

could do next. JFM member and partner site supervisor comments reinforce the importance of 

the program in meeting the civil legal needs of low to moderate income Montanans:

Robyn Githui (MLSA, Billings) – “Yes. My service has directly impacted people’s access to legal 

resources and advice. I’ve assisted hundreds of walk-ins, Helpline, and LiveHelp users 

understand more about the legal process that they are facing, and I believe that I’ve helped 

empower people with the resources to face their legal issues.”

Vincent Benlloch (SHLC, Missoula) – “I definitely feel like I contributed a key service to the 

greater Missoula community. We had people from all backgrounds and walks of life come 

through the center door, and that diversity really solidified to me how widespread the need for 

basic civil and family law services is in this county.”

Haransh Singh (OCPVS, Helena) – “Certainly. Although the bulk of the work wasn’t that inspiring 

to me – resolving billing issues, dispelling concerns about scam calls etc – and as a result wasn’t 

as fulfilling as work I’ve done in the past, such as investigating employment discrimination, 

there is no doubt that I made a positive difference in the community. Resolving these less “sexy” 

quotidian, mundane issues makes a tangible difference in people’s lives. Also, there were 

moments throughout the term where I felt I was able to help a consumer significantly, by 

helping mediate an egregious contractor dispute for example, and those were the times I was 

able to really feel connected to ‘making a difference.’”

Elizabeth Selby (OCFO, Helena) – “I think my time at the Ombudsman office did make a 

difference in the community I served because I helped people navigate the intricacies of Child 

and Family Services and helped people access the services the Office of Child and Family 

Ombudsman provides. I was able to help people during a very stressful time.”

Karlene Kuhn (ABIII, Missoula) – “I have made a difference in my community. I have been able to 

help grow the Pro Bono Program at the Law School. Through my service, students were matched 

with a number of community organizations and contributed many hours of service to our 

partners who otherwise would have gone without.”
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JFM partner site supervisors were asked if they agreed or disagreed whether JFM members are

assets to their organizations; 88% of partners strongly agreed that the JFM members are assets 

to their organizations. 

A JFM supervisor had this to say when asked if JFM members serve as an asset to their 

organization, “JFM is an asset. Budget and resources for court help is so low that without JFM 

there would be no court help.” Other supervisors had these comments: 

• ”I strongly agree that JFM members serve as an asset to our organization. JFMs are very 

well prepared, really dive in, doing a wonderful job, not afraid to take on and deal with 

intense situations. (Ex. Ugly situation involving seniors and housing and JFMs have really 

jumped right in and taken in on mainly because they think it is not right.)”

• ”JFM members increase the impact of the organization by increasing capacity and the 

work done. We couldn’t function without them.”

Comments from the JFM supervisors demonstrate that the AmeriCorps members are integral to 

the work of the organizations providing services to meet the needs of low to moderate income 

Montanans with civil legal needs. 

Areas to Improve and Recommendations

Evaluation surveys completed by consumers, JFM members, and JFM supervisors revealed that 

program outcomes could be improved, and the experience of both consumers and members 

could be enriched, by addressing the following areas: 

EXPANSION: To better address the unmet civil legal needs of low and moderate income 

Montanans, the JFM program needs more AmeriCorps members, funding, and partners. 

- Recommendation: Continue and expand the JFM program evaluation in order to gather 

data in support of additional funding requests to a wider variety of funding sources. 

More robust evaluation data, particularly on improved outcomes for legal consumers 

and partner sites and positive impact to the judicial system, will strengthen MLSA’s case 

for additional funding and enhance the sustainability of the program.

NETWORKING: Better communication and collaboration between members serving at different 

sites and in different cities is needed in order to provide more holistic services to low and 

moderate income Montanans with civil legal needs. 

- Recommendation: Support and encourage communication and collaboration between 

JFM members through use of instant messaging, email, online forums, and other 

technologies that allow people to communicate across distances. Implement regular 

ask-and-suggest sessions at established meetings to allow members to exchange ideas 

and information regarding various legal issues they have dealt with at regular intervals. 

Build more community between members, 11 of whom are located in Helena, and 

members in other cities, most of whom are the only JFM member in their city. Offer 
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additional support and encouragement for remotely-placed members to access and use 

resources found in Helena, and identify specific point persons such as MLSA attorneys, 

State Law Library personnel, etc., to answer members’ questions. 

OUTREACH: Increase outreach to remote and rural communities in order to more effectively 

serve low and moderate income Montanans who live outside of the larger population centers. 

- Recommendation: As part of the ongoing program evaluation recommended under 

“Expansion,” investigate the best means of communicating legal information and 

information about the JFM program in rural communities, and explore the effectiveness 

of social media, local newspapers, etc., for reaching rural populations. Continue to 

include outreach in members’ goals and continue to require outreach to remote and 

rural communities. Continue to partner with other entities that can help in conveying 

information, such as libraries, state agencies, schools and community colleges.

GAP IN SERVICES: The yearly gap in services caused when members’ terms end and before new 

members start direct service causes significant challenges at partner sites, contributes to longer 

training periods for new members, and leads to decreased availability of services for low and 

moderate income Montanans with civil legal needs. 

- Recommendation: Consider extending the 11 month member term to 12 months, which 

would allow members exiting service to help train members entering service, as well as 

prevent the current month-long gap in services. 
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APPENDIX: METHODOLOGY 

The research for this project was conducted across the State of Montana, based on the services 

provided in the JFM program site cities – Kalispell, Great Falls, Missoula, Helena, Bozeman, 

Butte, Billings—and those provided remotely in rural areas and Tribal reservations. 

The study used the following strategies for obtaining information:

Legal Consumer Surveys and Feedback. 

Legal consumers were asked to provide input at the inception of services, were solicited for 

feedback during the services, and were asked to complete satisfaction surveys after services 

were provided. We have included a sample of 10 pages of consumer comments from the 

satisfaction surveys, but all 54 pages of comments are available upon request. The survey 

results are illustrated in the graphs below. 

 

2017-2018
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2018-2019
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L
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JFM Member and Partner Interviews (Phone and In-Person). 

The 2017-19 AmeriCorps members and supervisors were surveyed by an outside evaluator who 

interviewed JFM members and partner site supervisors over the phone and in-person during 

three rounds of interviews. JFM member input was also obtained through periodic progress 

reports and from exit surveys upon completion of terms of service. The charts below 

summarize the responses of members and partners. (Note: some responses are condensed 

from telephone interviews.)

2017-2019

AmeriCorps Members: 

Q1 Does JFM positively impact low to moderate income Montanans?

Answer Choices Responses

Strongly Agree 80% 40

Agree 1416% 8

Neutral 4% 2

Disagree

Strongly Disagree

TOTAL 100% 50
25 | Page

Q2 Do you feel you help Montanans gain knowledge of the legal system?

Answer Choices Responses

Strongly Agree 50% 25

Agree 42% 21

Neutral 8% 4

Disagree

Strongly Disagree

TOTAL 100% 50

Q3 Do you feel you help Montanans understand their legal rights and what they can do next?

Answer Choices Responses

Strongly Agree 42% 21

Agree 48% 24

Neutral 10% 5

Disagree

Strongly Disagree

TOTAL 100% 50

Q4 Anything else you’d like to add? 

They said that JFM is a great resource for a lot of people in the community.

She thinks the program is very helpful in ensuring MLSA and the other JFM partners function 

as they do.

Thinks as far as MLSA it primarily increases capacity of MLSA to take on more clients 

effectively and make volunteer attorneys' time more effective by streamlining the cases that 

get to them. Also, it allows the members to gain experience they wouldn't have otherwise 

had without a legal type degree and that they wouldn't be doing until farther down the road; 

experience he wouldn't have it any other way.

His position is a minor part in the wheels of justice but he does feel that JFM plays a vital part 

in reassuring clients that they can talk to someone and as far as what a JFM can do, they give 

information to help clients ease their minds. The project has a huge impact.

She can't give legal advice so doesn't think that the customers always understand their legal 

rights on a very detailed basis. However, she can and does help them understand processes 

and procedures, so sometimes they do understand those legal rights. Also, while she thinks 

that the collaboration between JFM and the SHLC is a good idea in theory, she's not sure that 

JFM is the way forward and it’s more like a band aid. She would prefer that the State step up 

and pay for some part-time or full-time staff to better take care of its citizens.

It's a pretty vital service. They often wish they were able to do more. If there were more 

resources, they could reach even more people.
26 | Page

They are able to help clients deal with immediate issues that have long-term impact, and to 

let clients feel as if there are people who help them, while the clients believe other 

organizations don't care.

She was a VISTA before a JFM and understood poverty but not the legal side of things. Initial 

training for JFM was fantastic and learning how to deal with people coming in with crises has 

been most beneficial to her as a JFM, particularly as a Domestic Violence assistant. The 

project has been great.

They can give basics, not legal advice, and some people need more than the basics.

Another thing I would like to add would be that I wasn’t expecting the position to be as 

stressful as it is; some of the stories and situations we are presented with on a daily basis can 

be pretty disturbing and detailed. Then because we (try to) help everyone that comes into 

our center, we often end up helping the other party as well; so we are privy to what the 

other party served them with and why. I have previous experience working with vulnerable 

populations, but even with that, I feel sometimes under equipped to both help our customers 

and digest some of the more heavy stories I’m confronted with. In the future I think maybe 

incorporating some more training to handle these situations would be helpful, I also think 

that making mental health evaluations/counseling available (or even mandatory) through 

JFM for its members would also be useful.

At the conclusion of my AmeriCorps experience I feel confident reporting that JFM is one of 

the most important programs serving low to moderate income Montanans. Maybe not as 

significantly or consistently as other JFMs who are in MLSA or Self Help Law Center positions, 

but OCPVS AmeriCorps definitely help Montanans gain knowledge about their rights to small 

claims court or legal help from Montana’s nonprofit law services. I feel like I spent a good 

portion of my time helping Montanans understand what avenues were available to them 

when they are having a consumer issue. JFM is a vital program that helps many nonprofit and 

governmental organizations provide essential services to Montanans! I’m so proud to have 

served with this program and feel like this year has taught me vital consumer advocacy skills 

that will be of use in whatever career I choose. 

The majority of people who come into our office are primarily low to moderate income. 

These are people who are not at all familiar with the legal system, but somehow need to 

figure out a way to utilize it, without having the money to pay for an attorney. JFM is 

providing exactly those kinds of services that people are looking for. Every day I will have at 

least one person come into our office whose first words are “I don’t know how to do this” or 

“I don’t know what I need, but” and then they describe what their working on and we help fill 

in the gaps to find what type of forms they need. Afterwards those are the people who are 

usually the most appreciative of our services. They are grateful for how much we can teach 

them about not only the forms they need, but also what their legal action actually means and 

the type of process they will be going through. I feel like I see this most often with parenting 

cases. People come in here frequently asking about parenting (or grand parenting) rights and 

what they can do about their situation. Another time that people get confused about their 

rights is for Landlord/Tenant issues. Thankfully, our centers have several pamphlets and 

brochures that we can hand out to people so that they don’t forget everything that we teach 

them. People are constantly telling us that they don’t know what they would do without the 
27 | Page

Self Help Law Centers. There are people who eagerly fill out our intake surveys because they 

want us to get funded so we can stay open and continue providing services. I think it is the 

same for the entire Justice For Montanans program. People really appreciate the help we 

offer and would be completely lost without it. To them we are an invaluable service that they 

hope will continue to grow and develop in the future.

I'm hugely thankful to have had a year with JFM!

Serving with the JFM program has helped me to understand the legal system. Many of the 

problems a consumer faces can be resolved with a quick letter explaining the situation. It also 

impressed on me the need for every day Montana to understand their legal rights. This 

service has been an enriching experience.

Many of the customers I serve have no knowledge of their civil legal rights or are 

misinformed though the internet and word of mouth. We provide a reliable source of 

information.

Overall, the JFM program provides a great benefit to low and moderate income Montanans. I 

do not believe that many of the people we serve would have anywhere else to turn if they 

could not turn to the services JFM members provide. The only major downside of the 

program that I have noticed is the limitation we experience reaching rural Montanans. It is a 

large challenge to overcome, thought I hope some improvement will be made in the future.

Justice For Montanans is an invaluable program that helps people in general. Even though 

our work is tailored for Montanans, most of us take calls from people with legal issues that 

are outside of Montana and refer them to resources and organizations in their state. For 

Montanans specifically, JFMs are often people's first point of contact for legal services. We 

are also incredibly helpful to our placement sites because our work increases their capacity 

to assist clients. Lastly, the program is useful for its AmeriCorps members. We've all gained 

important knowledge about the civil legal system, Montana's organizations and resources, 

and the challenges that low to moderate income Montanans face everyday.

Many people come to us in crisis with no idea what they are able to do to help themselves. 

We make the information more accessible and help them break down complicated processes 

into manageable pieces that they can better understand.

I really admire the work and people at MLSA so much that I've decided to stay another year 

to serve at Montana Legal Services Association.

Partner Site Supervisors: 

Q1 Does JFM positively impact low to moderate income Montanans?

Answer Choices Responses

Strongly Agree 92% 24

Agree 8% 2

Neutral

Disagree

Strongly Disagree

TOTAL 100% 26
28 | Page

Q2 Does JFM help Montanans gain knowledge of the legal system?

Answer Choices Responses

Strongly Agree 69% 18

Agree 27% 7

Neutral

Disagree 4% 1

Strongly Disagree

TOTAL 100% 26

Q3 Do JFM members help Montanans understand their legal rights and what they can do next?

Answer Choices Responses

Strongly Agree 58% 15

Agree 35% 9

Neutral 7% 1

Disagree 1

Strongly Disagree

TOTAL 100% 26

Q4 Do JFM members serve as an asset to your organization?

Answer Choices Responses

Strongly Agree 88% 23

Agree 8% 2

Neutral

Disagree 4% 1

Strongly Disagree

TOTAL 100% 26

Q5 Why or how do members serve as an asset to your organization?

Indian law practice JFM members have been absolutely amazing. Before, he had worked for 

years without anyone supporting the practice group. They've had great members: extremely 

bright, enthusiastic, self-starting, independent workers. JFM expands the numbers of people 

they are able to help. Amazing.

Members help organization by helping Self-Help Law Center to serve more people.

JFMs staff the Modest Means project, connecting clients with attorneys. The Bar wouldn't be 

able to staff the project without JFMs.

The JFMs have allowed MLSA to increase the number of applicants, which wouldn't have 

happened without them.
29 | Page

JFM adds capacity to allow MLSA to provide info/referrals to people who otherwise might not 

get any help.

JFMs help to accomplish the OCPVS mission; JFMs are core to the mission and services the 

agency can provide. JFMs often stay after their service, community benefits afterwards.

Wouldn't be able to launch law school pro bono program without the JFM. Has been able to 

add a second clinic for clients in town, to impact about 76 additional clients. Also, provides 

real-life training for law school students.

Without JFMs, there wouldn't be a SHLC program. Gives clients hope that they can get help, 

such as dv survivors, helps people get help with legal issues and with non-legal issues that are 

connected.

Members are an extra resource, readily available, and provide great support. They are a great 

1st contact for clients. Good support to MLSA employees, helping with outreach and other 

events.

Q6 Anything else you would like to add or comment on?

Just amazing to have the help and backup. Able to get back to people quicker, keep cases 

compliant, upload all docs, doesn't know what he'd do without the JFM position.

He thinks majority of clients are satisfied.

JFM allows them to get so much more done than otherwise.

MLSA provides great support and training to allow partner sites to make the experience 

worthwhile for both the members and communities.

Has been with the JFM project since the beginning and believes the exposure to both the law 

and low-income people to the members is invaluable.

Most JFMs aren't legally trained and so think about the issues as clients do, so they bring in 

that valuable perspective into the organization and allow the organization to better serve 

clients.
115 Great job 6/25/2019 10:46 AM

116 Great program 6/20/2019 11:07 AM

117 Give him a raise! 6/20/2019 11:06 AM

118 I was only here to complete a form. 6/20/2019 11:05 AM

119 Helped create will 6/20/2019 10:05 AM

120 I wanted a pro bono attorney to help 

for me. Told me to get forms and file 

pro bono bankrupcy attorney.

me 

on 

file 

my 

for bankrupcy 

own. I needed 

for my student loan debt. Didn't find one

help. They could have helped me find a

6/20/2019 9:45 AM

121 I received no help, started to get sick - the lady I talked with briefly - made no effort to reschedule -

had to drop my unemployment - I did win back wages wondering if I have a civil law suit. 406 850

2674 Perhaps someone can help me. Advice; be more responsive. I was under a deadline with

the state.

6/20/2019 9:37 AM

122 Thank you for your service here! 6/18/2019 11:03 AM

123 Vincent is always very helpful 6/18/2019 8:05 AM

124 It would be helpful if these clinics were possible earlier in the 

still be open. It is difficult to attend when there is no available 

day so that 

childcare.

daycare centers would 6/18/2019 5:27 AM

125 This was very helpful 6/18/2019 5:24 AM

126 Very helpful and respectful and professional in handling this situation. 6/18/2019 5:22 AM

127 Am revising documents @ attorney's recommendation. 6/18/2019 5:21 AM

128 No, its perfect. 6/18/2019 5:20 AM

129 Very informative. Thank you. 6/18/2019 5:19 AM

130 More help with phrasing especially for people who can't read and write. 6/18/2019 5:18 AM

131 Very good help. 6/18/2019 5:17 AM

132 Absolutely 

notes, kind 

a great experience, questions 

& professional. Thank you!

answered on how to begin the process, step by step 6/18/2019 5:16 AM

133 This was super helpful. 6/18/2019 5:15 AM

134 Excellent help 6/18/2019 5:14 AM

135 Make sure go self help law with papers first before you attend clinic. But it is a great service. 6/18/2019 5:13 AM

136 Thank you all for everything you do. 6/18/2019 5:12 AM

137 Just inform future clients 

thank you great people.

be prepared and fill out paperwork before law clinic - other than that, 6/18/2019 5:10 AM

138 Thank you so much! :) 6/18/2019 5:09 AM

139 Request for services in our community. 6/18/2019 5:08 AM

140 Thank you! :) 6/18/2019 5:07 AM

141 The help received was very good. 6/18/2019 5:07 AM

142 It was 

stress 

very 

and 

helpful just to have someone 

worry was decreased tenfold 

listen 

just in 

to my issue, 

that. Thank 

understand 

you.

it and offer advice. The 6/18/2019 5:06 AM

143 MLSA was very generous with helping me. I'm very satisfied. 6/18/2019 5:04 AM

144 He helped me try to understand what to do on this judgement 6/18/2019 5:03 AM

145 Calls were 

grateful for 

returned accordingly 

this service.

and all hands on deck were willing to help me ASAP. So very 6/18/2019 5:01 AM

146 Very friendly and helpful 6/18/2019 5:00 AM

147 The people I have interacted with here are wonderful. The 

This is a great program. I hope it continues to help people 

those who otherwise would have no recourse. Thank you,

experience could 

in my situation. A 

not have been 

voice and help 

better.

for

6/18/2019 4:29 AM

6 / 21

Justice for Montanans Customer Feedback 2018-2019 SurveyMonkey
265 Location 

does not 

is extremely difficult 

take you here.

to find. Need to be in a location that is easier to find. Google maps 4/24/2019 7:49 AM

266 im waiting to meet with someone but they are very helpful 4/24/2019 5:58 AM

267 great help 4/23/2019 6:58 AM

268 They are very helpful and thoroughly helpful. 4/19/2019 4:45 AM

269 Very professional and helpful guy that helped me. 4/18/2019 10:50 AM

270 Thank you! 4/18/2019 10:48 AM

271 amazing lady helped me 4/18/2019 8:51 AM

272 Very helpful 4/17/2019 11:17 AM

273 I am so grateful for this organization and the services they provide. 4/17/2019 3:23 AM

274 Very helpful, thank you! 4/17/2019 3:07 AM

275 Very helpful. Super thankful for Colyn, she's wonderful! 4/17/2019 3:05 AM

276 Michael was very polite, helpful and knowledgeable, Thank you! 4/16/2019 11:03 AM

277 none :) 4/16/2019 2:40 AM

278 He was very polite and really knew what he was talking about. Thank you for your service. 4/15/2019 11:10 AM

279 Information should be passed to upstairs people, that you are here to help. 4/15/2019 11:10 AM

280 Thank you so much for your kind help! 4/15/2019 11:09 AM

281 Such a great service to offer the community - Thanks! 4/11/2019 9:51 AM

282 always very helpful 4/11/2019 6:52 AM

283 It would have 

and "pointing 

been nice 

me" in the 

if I was given more 

right direction.

concrete answers but I do appreciate the paperwork 4/10/2019 9:45 AM

284 THANKS 4/10/2019 9:43 AM

285 Thank you very much! 4/9/2019 7:07 AM

286 Awesome info. Thank you! 4/8/2019 10:56 AM

287 Thank you! 4/8/2019 7:05 AM

288 very helpful and sincere. 4/4/2019 8:46 AM

289 Love this place 4/3/2019 10:50 AM

290 Clerks could have given better info or provided someone who has info 4/3/2019 10:47 AM

291 Thank you very much 4/3/2019 10:45 AM

292 super friendly and very helpful 4/3/2019 8:52 AM

293 after talking to them I felt so much better 4/3/2019 7:07 AM

294 very helpful 4/3/2019 7:06 AM

295 Great people to work with 4/3/2019 2:38 AM

296 This was a good experience. I feel better about my case. 4/3/2019 2:10 AM

297 I feel I was rushed 4/1/2019 11:16 AM

298 No suggestions help was great 4/1/2019 11:14 AM

299 You all are fantastic 4/1/2019 11:13 AM

300 Thank You! 4/1/2019 11:10 AM

301 very friendly and helpful 4/1/2019 9:58 AM

302 friendly 4/1/2019 9:57 AM

303 great place 4/1/2019 9:25 AM

11 / 21

Justice for Montanans Customer Feedback 2018-2019 SurveyMonkey
343 without self help law library i would be totally lost in legalities. Thank you so much ! 3/19/2019 4:41 AM

344 thank god for you all 3/19/2019 3:39 AM

345 none 3/19/2019 3:27 AM

346 Very informative and extremely helpful. 3/19/2019 3:26 AM

347 Thank you for your time. 3/19/2019 3:25 AM

348 thanks 3/19/2019 3:25 AM

349 Grateful for this service. Colyn is so helpful. 3/19/2019 3:23 AM

350 Great, friendly help from worker, answered my questions and spent the time to listen to me! 3/19/2019 3:22 AM

351 always very helpful 3/18/2019 7:05 AM

352 really nice people here 3/18/2019 7:04 AM

353 staff was very helpful 3/14/2019 7:12 AM

354 Very personable and helpful. Thank You 3/13/2019 9:48 AM

355 Covered a few questions. I'm much more informed to complete the paperwork. 3/13/2019 9:47 AM

356 I needed legal advice and the guys there could not help me 3/13/2019 5:58 AM

357 this place is great and wonderful and I have been here many times 3/13/2019 5:56 AM

358 great guys. 3/13/2019 4:13 AM

359 Please draft discovery papers 3/12/2019 10:56 AM

360 Self Help Law has helped me numerous times. great help 3/12/2019 10:50 AM

361 very informative and gave me all the forms 3/12/2019 10:49 AM

362 these guys are awesome 3/12/2019 7:00 AM

363 thank you 3/12/2019 4:11 AM

364 I needed forms for 

receptive, friendly, 

joint 

and 

dissolution without children, uncontested, 

knowledgeable of what I needed!

and grandparent rights. Staff was 3/11/2019 10:25 AM

365 : ) (smiley face) 3/11/2019 8:05 AM

366 Felt cared about and information was clear and easy to understand. Thank you and God Bless. 3/11/2019 8:04 AM

367 Thank you. I appreciate the information. 3/11/2019 8:03 AM

368 Update 

plan.

your forms on the website. There is no form to respond to a motion to amend a parenting 3/7/2019 1:19 AM

369 THANK YOU 3/6/2019 3:45 AM

370 Thank you 3/5/2019 8:45 AM

371 always very helpful 3/5/2019 3:54 AM

372 just thankful for patience and understanding 2/28/2019 9:41 AM

373 I am handicapped and the people that work there are very helpful to me 2/28/2019 7:46 AM

374 always very helpful 2/28/2019 7:44 AM

375 these guys always take care of me 2/28/2019 7:44 AM

376 Vincent was an incredible help. I left feeling hopeful. Im very grateful. 2/27/2019 10:32 AM

377 very helpful and needed. without it I would be at a loss. Thank you! 2/27/2019 10:31 AM

378 THANK YOU. 2/27/2019 9:49 AM

379 THANK YOU. 2/27/2019 9:47 AM

380 Appreciated the friendly atmosphere. 2/27/2019 5:21 AM

381 Gave me piece of mind on my situation very helpful. 2/27/2019 5:20 AM

13 / 21

Justice for Montanans Customer Feedback 2018-2019 SurveyMonkey
Justice for Montanans Customer Feedback 2018-2019 SurveyMonkey

419 SHE WAS AWESOME! HELPFUL & FRIENDLY. :) 2/13/2019 9:40 AM

420 GREAT SERVICE. THANK YOU. 2/13/2019 9:35 AM

421 THANK YOU 2/13/2019 9:34 AM

422 people in the self help office has been amazingly helpful for me thank you. 2/13/2019 8:39 AM

423 will file paperwork 2/13/2019 7:50 AM

424 Thank you for all the help you have provided. 2/12/2019 10:42 AM

425 THANK YOU!!! 2/7/2019 10:05 AM

426 Very helpful and caring people. Lots of information and resources given, thank you 2/6/2019 10:32 AM

427 Thank You! 2/6/2019 10:30 AM

428 Thank you!!! 2/6/2019 10:21 AM

429 This is a great help, thank you! 2/6/2019 5:11 AM

430 Thank God for Colyn! 2/6/2019 5:09 AM

431 The lady Arianna is amazing! Thank you!! 2/6/2019 5:09 AM

432 So thankful for this SELF-HELP!! 2/6/2019 3:29 AM

433 Thank you. :) 2/4/2019 10:53 AM

434 Second time in a row the advice I received from the clinic was awful. 2/1/2019 10:02 AM

435 She was very 

handled me & 

helpful, knowledgeable, and made me feel very very comfortable with her way 

my questions. Really relieved my anxieties & nervousness of this process.

she 2/1/2019 10:01 AM

436 Thank you. 2/1/2019 9:57 AM

437 This clinic was fantastic! We are still working on a few things but are prepared! 2/1/2019 9:56 AM

438 She was very helpful and kind. 2/1/2019 9:55 AM

439 I am confused with paper work 1/31/2019 5:16 AM

440 Thank you!!! 1/30/2019 10:46 AM

441 Customer did not check any box with regard to overall experience rating. 1/30/2019 10:43 AM

442 The lady was very kind and knowledgeable. 1/30/2019 10:40 AM

443 Dylan was awsome! 1/30/2019 10:06 AM

444 phone great service with everything 1/30/2019 5:13 AM

445 She provided me with the forms I need. 1/30/2019 3:28 AM

446 100% Thank you! 1/30/2019 3:27 AM

447 Thanks you! 1/30/2019 3:26 AM

448 Would have never been able to do it alone! Thanks! 1/30/2019 3:24 AM

449 N/A Great work. Colyn was great!! 1/30/2019 3:21 AM

450 Colyn was great help 

for me. Thank you :)

to me in regards to my questions on adoption. Looked up info and numbers 1/30/2019 3:19 AM

451 Navigating the legal system when one, unfortunately, needs to is a nightmare. Coming here and

with Colyn's help, helps me to not be spinning my wheels and points me in the right direction.

Thank y'all for being here and God bless you for the work you do and assistance you give.

1/30/2019 3:18 AM

452 The young 

having this 

man I spoke with made 

available and a staff so 

me feel 

easy to 

calm and 

talk to.

relieved my stress hugely. Thank you for 1/29/2019 10:14 AM

453 Linda is very helpful. :) 1/29/2019 10:13 AM

454 You did a fantastic job. Thank you so much! 1/29/2019 10:04 AM

455 always a great help I love referring others here! 1/29/2019 10:01 AM

15 / 21
492 Thank you!! 12/31/2018 10:25 AM

493 It was good service 12/31/2018 6:49 AM

494 Helped me reduce a debt. 12/31/2018 6:34 AM

495 I was able to represent myself on 90% of the issues I had. 12/31/2018 6:06 AM

496 I was told to leave things as they are. I now know what is required of me. 12/31/2018 6:03 AM

497 thanks denise 12/28/2018 8:16 AM

498 Nothing can be improved without 

state are just plain screwed.

common-sense regulation in Helena. Until then, tenants in this 12/28/2018 6:27 AM

499 VERY 

IS NO 

HELPFUL AND OPEN 

REQUIREMENT, BUT 

TO 

MY 

HEAR 

NAME 

MY STORY 

IS SERGIO 

AS WELL AS THE CASE ISSUE. 

E. GALLEGOS. THANK YOU

I KNOW IT 12/27/2018 10:18 AM

500 WONDERFUL HELP. THANK YOU. 12/27/2018 10:16 AM

501 NICE TO HAVE SOMEONE WHO HAS MY BACK 12/27/2018 10:15 AM

502 WONDERFUL HELP! THANK YOU. 12/27/2018 10:01 AM

503 YOU LADIES ARE AWESOME!! 12/27/2018 10:00 AM

504 Thank you! 12/24/2018 3:54 AM

505 Not at this time. 12/24/2018 3:54 AM

506 I would have liked feeling 

"Your'e on the right track, 

sensitive. Thank You!

some kind of empathy for my 

I appreciate you position and 

situation. 

think you 

Not 

are 

pity, just someone to 

doing the right thing" 

say:

lol I'm

12/20/2018 11:05 AM

507 Thank you for your time and information. Michael was a great help for my situation. 12/20/2018 11:02 AM

508 Extremely helpful Thank 

answering my questions 

grateful for this service!!! 

you so 

so that 

Sue

much 

I feel 

to Linda @ 

much better 

Self Help 

prepared 

Law Center - 

to fill out and 

She was very helpful 

file paperwork. So

in 12/20/2018 11:01 AM

509 thanks for all your help again :) 12/19/2018 2:58 AM

510 thank you!! 12/19/2018 2:58 AM

511 FIVE STARS!!!!! The woman I spoke with was very helpful. She was very knowledgeable in the

steps I needed to take. She made me feel welcomed and safe to talk. It was by far my favorite

experience I have had with an employee in the Self Help Law facility.

12/19/2018 2:13 AM

512 FIVE STARS!!!!! 12/19/2018 2:11 AM

513 Denise has been a tremendous help with all my needs everytime I come to Self Help 12/18/2018 6:01 AM

514 Big Help thanks so much. 12/17/2018 10:49 AM

515 Awesome!! Awesome!! Awesome!! 12/17/2018 10:33 AM

516 Arianna was very helpful 12/17/2018 9:56 AM

517 handled professional and with respect thank you 12/17/2018 8:08 AM

518 Linda was extremely helpful and poised. She has been a tremendous help. 12/11/2018 10:49 AM

519 I cant wait to come back next Friday 12/11/2018 6:52 AM

520 Thank you for your help! 12/11/2018 5:22 AM

521 Michael super nice! 12/10/2018 11:18 AM

522 Linda rocks. So helpful! 12/10/2018 11:17 AM

523 very helpful thank you 12/10/2018 6:51 AM

524 thank you so much 12/10/2018 6:50 AM

525 Friendly, Helpful, Thank You! 12/10/2018 5:04 AM

526 Thank You! 12/7/2018 10:19 AM

527 AWESOME - LOVE YOU GUYS!!!! 12/6/2018 10:44 AM

17 / 21

Justice for Montanans Customer Feedback 2018-2019 SurveyMonkey
Justice for Montanans Customer Feedback 2017-2018 SurveyMonkey

26 I appreciate the help they give. 9/12/2018 2:56 AM

27 She was wonderful and extremely helpful 9/10/2018 9:55 AM

28 Maybe 

people 

a few more people 

coming through.

too help fill out forms, seem not to have enough help for the volume of 9/7/2018 9:36 AM

29 thank you 9/7/2018 9:35 AM

30 Great Job! 9/7/2018 9:33 AM

31 Very helpful with finding info and the steps needed next. 9/6/2018 10:31 AM

32 Thank you Denise! 9/6/2018 10:30 AM

33 Thanks! 9/6/2018 10:29 AM

34 the staff are very helpful. 9/6/2018 10:29 AM

35 Thank you 9/6/2018 2:48 AM

36 people are awesome here! 9/6/2018 2:44 AM

37 Need more people helping people. 9/6/2018 2:43 AM

38 Thank you so much. She was patient and helpful!! 9/6/2018 2:42 AM

39 Great service. Thank you. 9/6/2018 2:41 AM

40 Wonderful speedy and informative! Thank you all for your assistance. 9/6/2018 2:41 AM

41 You guys are awesome! 9/6/2018 2:40 AM

42 Denise helped me out very much and she was very knowledgeable. she was great. 9/6/2018 2:36 AM

43 AMAZING!! THANK YOU. 8/29/2018 4:38 AM

44 AMAZING!! 8/29/2018 4:38 AM

45 Linda was very 

assistance.

professional and great help in a situation that I could not have resolved without 8/29/2018 3:13 AM

46 Pat at the front desk was very helpful and very nice. She is wonderful. 8/22/2018 6:35 AM

47 Linda does a fantastic job and is extremely friendly. Thank you. 8/22/2018 4:07 AM

48 The lady I saw today was excellent! Compassionate and knowledgeable. 8/22/2018 4:05 AM

49 She was wonderful! 8/22/2018 3:30 AM

50 Very helpful. Thanks! 8/16/2018 6:22 AM

51 THANK YOU! 8/16/2018 6:21 AM

52 Lady in the office was excellent! 8/16/2018 6:19 AM

53 She is always such a delight! 8/16/2018 6:19 AM

54 Thank you for empowering those with less financial means. 8/16/2018 5:21 AM

55 It was busy 8/16/2018 5:18 AM

56 Pat was sent by God; thank you 8/16/2018 5:18 AM

57 Older lady was a great help! 8/16/2018 5:14 AM

58 Billing(medical) for my dead son stopped after your service got involved. Knowledge is Power! 8/15/2018 10:56 AM

59 Appreciate the help. 8/13/2018 8:36 AM

60 She was wonderful. Thank you for your time. 8/13/2018 6:24 AM

61 Linda was very helpful and courteous. 8/13/2018 6:22 AM

62 They were very efficient, no problems. 8/10/2018 9:54 AM

63 Didn't understand everything 8/10/2018 9:51 AM

64 Got custody of my kid! 8/10/2018 9:49 AM

2 / 33
250 Very helpful with information, but I am still scared. Thanks. 5/22/2018 2:13 AM

251 Very helpful staff -- thank you so much! 5/22/2018 2:11 AM

252 So EXTREMELY helpful! 5/22/2018 2:10 AM

253 The ladies that have helped me here are amazing and have been such great help! 5/21/2018 10:47 AM

254 Helped us very much 5/21/2018 10:46 AM

255 Thank you so much for being available! 5/21/2018 3:12 AM

256 Great, friendly, helpful, service. 5/18/2018 10:49 AM

257 Fast, knowledgeable service with a smile. 5/18/2018 10:47 AM

258 Great job, ladies! 5/18/2018 10:42 AM

259 excellent thank you so much 5/18/2018 10:15 AM

260 Thank you so much for explaining the forms and info thats changed-much appreciated. 5/18/2018 6:39 AM

261 Great help! 5/18/2018 6:36 AM

262 They did a good job! 5/18/2018 6:08 AM

263 Thank you Amy so much! You were very helpful with my issues. 5/17/2018 8:22 AM

264 Everything was great 5/17/2018 8:22 AM

265 Thank you very much, appreciate it! 5/17/2018 8:21 AM

266 I was 

note.

already referring people before this experience. That will continue with a positive personal 5/17/2018 8:20 AM

267 Thank you 5/17/2018 8:18 AM

268 Thank you so much for providing this service! Bless you all! 5/17/2018 8:18 AM

269 Staff were knowledgeable, helpful, and friendly. Excellent service! 5/17/2018 7:29 AM

270 Thank you! 5/17/2018 7:27 AM

271 very helpful! 5/16/2018 10:00 AM

272 Thank you. 5/16/2018 9:05 AM

273 Expand your services! 5/16/2018 9:00 AM

274 Eviction 

We now 

notice never 

have a toilet 

came to 

and can 

fruition. Plumbing 

shower.

fixed. My letter to landlord started the ball rolling. 5/16/2018 8:54 AM

275 A few more people. 5/16/2018 7:55 AM

276 Thank you 5/16/2018 4:23 AM

277 THANK 

YOU.

YOU SO MUCH. i FEEL MUCH BETTER GOING INTO THIS AFTER MEETING WITH 5/15/2018 10:58 AM

278 Thank you 

much...

for everything; helping me do what I need to in order to see my son. Thank you so 5/15/2018 8:47 AM

279 They're really great at helping "ALL" of us. 5/15/2018 8:45 AM

280 Great Staff 5/15/2018 8:42 AM

281 Nancy was very personable. Helped with a 

cost for paperwork was free as opposed to 

regular 

Staples 

and durable (health) power 

for $17.00 and $29.00.

of attorney. The 5/15/2018 1:32 AM

282 I understood my rights much better! 5/14/2018 11:32 AM

283 I received 

they could 

a nasty 3 day notice from our landlord. Your people 

and could not do. Relieved my anxiety. Thank you!

were most helpful in explaining what 5/14/2018 11:22 AM

284 Realized that I had rights. 5/14/2018 10:57 AM

285 thanks 5/14/2018 10:52 AM

286 very helpful and proffessional 5/14/2018 10:46 AM

8 / 33

Justice for Montanans Customer Feedback 2017-2018 SurveyMonkey
363 Thanks for the help! 4/25/2018 11:05 AM

364 Thank you so much 4/25/2018 11:03 AM

365 The help was extremely helpful and very appreciated. Thank you! 4/25/2018 11:02 AM

366 I got way more help than I expected; Exceptional help! Thank you! 4/25/2018 11:00 AM

367 Great help 4/25/2018 5:19 AM

368 I 

I 

am very 

received 

satisfied 

from the 

and thankful 

Billings Self 

for the service they 

Help Law Center!

provided. I would’ve been lost without the help 4/24/2018 7:49 AM

369 I 

I 

am very 

received 

satisfied 

from the 

and thankful 

Billings Self 

for the service they 

Help Law Center!

provided. I would’ve been lost without the help 4/24/2018 7:48 AM

370 MLSA helped me focus 

difference in my case.

my energy, research, and proof on the statutes that would make the most 4/24/2018 4:54 AM

371 Linda was great! 4/24/2018 3:11 AM

372 Thank you so much for your help getting us started with our issue! We appreciate it so much. 4/24/2018 3:08 AM

373 Thanks for everything!! 4/24/2018 3:05 AM

374 It 's 

not 

a little confusing. 

just explain it and 

It would be much 

send you away.

easier if someone could walk you through it as you do it, 4/24/2018 3:00 AM

375 Thank You. 4/24/2018 2:57 AM

376 Great! Always helpful 4/23/2018 11:02 AM

377 Wonderful! I feel relieved! Thank you!! 4/23/2018 10:28 AM

378 I'd like another meeting in a month if at all possible. 4/23/2018 10:24 AM

379 What a great program! Thank you ALL very much! 4/23/2018 10:24 AM

380 Thank you! 4/23/2018 10:23 AM

381 My 

He 

case is very 

was great!

complicated and he will look for an attorney to possibly give me some more help. 4/23/2018 9:33 AM

382 No, Everything was great 4/23/2018 9:31 AM

383 Wished the criminal part would have been more helpful 4/23/2018 9:30 AM

384 Thank you so much! 4/23/2018 9:28 AM

385 He was helpful and I followed 

of MLSA. You're a God send!

through and got things done. Thank you for all of you that are a part 4/23/2018 8:15 AM

386 I was able to establish my parental rights and gain custody of my child. 4/23/2018 8:12 AM

387 Keep up the great job 4/23/2018 6:00 AM

388 Thank You! 4/23/2018 5:59 AM

389 Joy is amazing! Helped very much. 4/23/2018 5:59 AM

390 I would have liked 

would like the cost 

an 

of 

explanation of what

mailing the product 

 rights I had after explaining 

back and that was it.

my problem. I was asked if I 4/20/2018 3:27 AM

391 Gabrielle Crofford assisted my family 

processing information in an effective 

the company I was disputing charges 

were withheld. Thank you!

and I in a timely manner every time contacted, reviewing and

efficient way ensuring my case was heard and resolved by

with. She and her office ensured my rights as a consumer

4/20/2018 3:24 AM

392 Excellent service 4/19/2018 4:33 AM

393 You all are amazing!! 4/19/2018 3:03 AM

394 I needed 

for me to 

access 

access 

to legal doc's such as 

what I needed. Thank 

response to contempt 

you so much

of court; the staff made it very easy 4/18/2018 9:00 AM

395 excellent service!!! 4/18/2018 7:03 AM

396 Excellent informative information and super helpful. 4/18/2018 7:01 AM

11 / 33

Justice for Montanans Customer Feedback 2017-2018 SurveyMonkey
627 Not a case in their guidelines of offered help. 2/20/2018 5:48 AM

628 Sarah was super helpful 2/20/2018 5:42 AM

629 Thank You. 2/20/2018 5:01 AM

630 American Corp person 

if I need help again.

was great and helped me with all my question. Will be contacting her soon 2/20/2018 4:46 AM

631 Thank You. 2/20/2018 4:32 AM

632 Thank You. 2/20/2018 3:15 AM

633 Thankful 

again.

to have this service available. Very helpful and knowledgable and very patient. Thank you 2/20/2018 3:13 AM

634 So very patient and helpful with all questions. 2/20/2018 3:11 AM

635 very helpful with my questions and filling out paperwork. 2/16/2018 7:08 AM

636 Sarah was amazing! She helped with everything! 2/16/2018 7:05 AM

637 Everything was wonderful! Thank you, Joy! 2/15/2018 5:36 AM

638 Extremely helpful; may need more help eventually, but very very helpful. 2/15/2018 5:12 AM

639 Staff was very polite and helpful. 2/14/2018 8:05 AM

640 Very friendly! 2/14/2018 6:09 AM

641 GREAT!!!! 2/14/2018 4:50 AM

642 She was very helpful and explained everything very well; step by step. 2/13/2018 3:46 AM

643 need more information on MT Supreme Court. 2/13/2018 3:36 AM

644 Good; thank you 2/9/2018 6:48 AM

645 She was super sweet and knowledgeable. 2/9/2018 5:22 AM

646 Excellent...(illegible) 2/8/2018 9:13 AM

647 VERY good 2/8/2018 5:46 AM

648 Just had copies made, but staff is very nice..... 2/8/2018 5:33 AM

649 Very helpful. 2/8/2018 3:14 AM

650 Having the 

questions. 

Self-Help office 

Thank You.

here in town is great. Linda was helpful and answered all of my 2/8/2018 3:12 AM

651 Joy was an excellent help; I really appreciate it 2/7/2018 10:03 AM

652 You guys are awesome! 2/7/2018 9:49 AM

653 Great customer service 2/7/2018 9:46 AM

654 Sarah is amazing! 2/7/2018 9:45 AM

655 #7 is "not yet" Thank you for the help; I appreciate it 2/7/2018 7:18 AM

656 Maggie Sowisdral MT Dept. of Justice | Office of Consumer Protection & Victim Services was very

helpful.I had ordered something for Christmas in Nov. they deducted the $ but i never got product.

I had contacted them several times but only got a form email so Maggie contacted them and within

a week i got my order! I don't think i would have received it without her help. She was so very nice

and helpful. I really appreciated that she got the situation resolved and so quickly

2/7/2018 2:45 AM

657 Thank you 2/6/2018 9:27 AM

658 You're awesome! Thank you! 2/6/2018 6:54 AM

659 very helpful! 2/6/2018 6:51 AM

660 My 

He 

main purpose 

should not get 

of coming 

away with 

here 

this 

today is 

theft and 

my 

he 

wood 

lies.

stove (cast iron) was stolen out of my home. 2/6/2018 3:06 AM

661 Need more assistance to help with more people at a time 2/5/2018 9:51 AM

662 Very helpful and nice; much appreciated! 2/5/2018 9:09 AM

18 / 33

Justice for Montanans Customer Feedback 2017-2018 SurveyMonkey
700 Keep on being awesome! 1/26/2018 4:33 AM

701 Need local attorney 1/25/2018 8:24 AM

702 I'm free of harassment and know my rights. I now can 

afford my car again and have a much healthier quality 

so much better!

heat my apartment better, eat better food,

of life on $1,020 a month at 67. My days are

1/25/2018 8:13 AM

703 Mellissa has been a big help. 1/25/2018 6:23 AM

704 Fast and helpful! Thank you 1/25/2018 6:16 AM

705 GREAT!!! 1/25/2018 3:48 AM

706 They do a great job...... 1/25/2018 3:45 AM

707 I like working with Amy, she's willing to listen to you. 1/25/2018 3:40 AM

708 Thank You. 1/25/2018 3:00 AM

709 Awesome information and helpfull. 1/25/2018 2:59 AM

710 great service! 1/24/2018 9:09 AM

711 extremely helpful and compassionate 1/24/2018 9:08 AM

712 awesome; Joy was helpful; 

understand more-thanks to 

I would feel more comfortable w/an attorney helping 

Joy, she was very pleasant and nonjudgemental.

me; Somewhat 1/24/2018 6:24 AM

713 Thanks to Amy.... 1/24/2018 4:32 AM

714 Thank you. 1/24/2018 4:22 AM

715 GREAT service 1/24/2018 4:15 AM

716 Sarah 1/24/2018 4:00 AM

717 Excellent excellent service from start to finish. Thank you. 1/24/2018 3:59 AM

718 Self help law center is very helpful to me. Your workers are so nice and helpful. Thank you. 1/24/2018 3:56 AM

719 #7 is "not yet." 1/23/2018 8:38 AM

720 Thanks 1/23/2018 8:37 AM

721 The customer didn't finish filling out this form. 1/23/2018 8:28 AM

722 Was very pleased with the help I received 1/23/2018 8:27 AM

723 Thank You. 1/23/2018 3:21 AM

724 Have separate or 

years. (Simplify)

different forms for married couples who have been separated for more than 2 1/23/2018 3:20 AM

725 Very helpful. 1/23/2018 3:16 AM

726 Thank You. 1/23/2018 3:02 AM

727 This person only answered #3 1/22/2018 4:47 AM

728 Very nice and helpful 1/22/2018 4:46 AM

729 Sarah is AMAZING! She was so helpful through an extremely stressful 

very comfortable and encouraged. THANK YOU, SARAH! God

process and made me feel 1/19/2018 9:20 AM

730 Thank God for this service. 1/18/2018 6:08 AM

731 This lady was fantastic and very helpfull!! She went out of her way 

necessary forms and that all of my questions were answered!!

to make sure I had all of the 1/18/2018 3:54 AM

732 Thank You. 1/18/2018 3:43 AM

733 The ladies 

efforts.

were very helpful with all my questions and I truely appreciated all their time and 1/18/2018 3:41 AM

734 Thanks. 1/18/2018 3:33 AM

735 Confusing and far too much documentation. 1/18/2018 3:27 AM

20 / 33

Justice for Montanans Customer Feedback 2017-2018 SurveyMonkey