Learning Lab

A Tale of Two Coordinated Intake Systems

Legal services organizations often have their own intake systems, making it confusing and time-consuming to find help. Maryland and Washington D.C. are improving this experience by coordinating intake for multiple organizations. Panelists will discuss the challenges and successes of developing and implementing these systems. In addition, panelists will share technology development and governance issues jurisdictions should consider when implementing a coordinated intake system.

  • The session will highlight successes and challenges encountered in Maryland and Washington D.C., providing actionable lessons for jurisdictions looking to streamline legal services intake.
  • Attendees will leave with a deeper understanding of how to design and implement a coordinated intake system, including staffing structures, technology tools, and governance considerations.
  • Participants will learn strategies for fostering stakeholder collaboration and ensuring confidentiality when sharing case information across multiple organizations.

Ashley Graham-Watanabe, JD

Director of Compliance

Neighborhood Legal Services Program of the District of Columbia

Ashley is currently the Director of Compliance at NLSP but since her start in 2014, she has held various positions, from staff attorney to Managing Attorney for the Brief Services Unit. In her role as Director of Compliance, Ashley is responsible for making sure all cases are opened, processed and closed according to federal and program guidance. Ashley is also responsible for planning, upkeep and management of NLSP's case management system. Prior to working for NLSP, Ashley was an attorney for 4 years with Legal Aid Society of Middle Tennessee and the Cumberlands, where she was a general practitioner, practicing in family, housing, consumer and public benefits. She also worked as a clerk at Legal Aid of East Tennessee. Ashley received her J.D. from the University of Tennessee Knoxville, and graduated in 2010 with a specialty in advocacy and dispute resolution. She also received her B.A. in music from Appalachian State University. Ashley can be reached by phone at, 202-849-8331, or via email to, AGraham@nlsp.org.

Sarah Coffey Bowes

Executive Director

Civil Justice, Inc.

Sarah Coffey Bowes, Esq. is a veteran non-profit manager with a strong background in programmatic growth, sustainability, and strategic planning. Sarah supervised the operation and continuous expansion of the award-winning Maryland Courts Self-Help Centers - a network of legal service centers operated via a contract between the Maryland Judiciary and Maryland Legal Aid’s subsidiary, the Maryland Center for Legal Assistance. Under her leadership, Maryland’s self-help centers grew from an experimental, pilot program to a robust, statewide network of 6 offices serving more than 80,000 Marylanders yearly. Since joining Civil Justice, Inc in November 2019, Sarah has led the development of two new technology platforms including the Coordinated Intake System for Access to Counsel in Evictions and, through the Maryland Judiciary's Access to Justice Department, the award-winning Maryland Justice Passport. Additionally, she has led the dramatic expansion of Civil Justice's Economic Justice Program and is currently launching the Legal Clinic for Small Businesses in collaboration with the Maryand State Bar Association. Sarah holds a Bachelor of Arts from Georgetown University. She received her Juris Doctor from the University of Maryland Francis King Carey School of Law where she received the Ward Kershaw Award for Client Advocacy.

Kirra Jarratt, JD, MBA

Chief Executive Officer

DC Bar Foundation

Kirra Jarratt is the CEO of the DC Bar Foundation, the District's leading funder of civil legal aid with a commitment to transforming the District's legal aid network so that all residents have a fair and equal legal experience. She has served in this capacity since 2014. Under her leadership, the Foundation has spearheaded the development of DC's first coordinated intake and referral system, with the goal of making it easier for DC residents to navigate the 50+ legal aid organizations offering services. This initiative included conducting a comprehensive landscape analysis, publishing a concept paper, and implementing an extensive community feedback process to ensure transparent, community-centered design. The system launched its pilot phase in June 2024, with full implementation planned for Fall 2025. Before joining the Foundation in 2014, Ms. Jarratt worked on the Hill, co-founded a law practice, served as agency counsel within the Office of the Attorney General of the District of Columbia, and lobbied on behalf of the American Bar Association. Ms. Jarratt is an active volunteer as well. She is a past president of "GWAC" (an affiliate chapter of the National Bar Association), a past President of the Women's Bar Association Foundation, and a former board member of the DC Bar Board of Governors, the Washington Regional Association of Grantmakers, and the Washington Improv Theater. She is a member of Leadership Greater Washington, and the Washington Business Journal recognized her as one of their Women Who Mean Business in 2019. Ms. Jarratt received her BA from Harvard, her JD from the University of Michigan, and her Executive MBA from MIT. She is a member of the DC, Virginia, and Pennsylvania Bars. She lives in Washington, DC.

Karen Wabeke, JD

Director of Special Programs

Maryland Legal Services Corporation

Karen Wabeke is the Director of Special Programs at the Maryland Legal Services Corporation. She manages grantmaking to civil legal services providers participating in several special programs including Maryland's Access to Counsel in Evictions (ACE) program. Karen is also responsible for overseeing implementation of multiple aspects of the ACE program, including a statewide coordinated intake system, statewide tenant outreach and education, and program evaluation. Karen joined MLSC in March 2022 after 10 years with the Homeless Persons Representation Project, serving as a staff attorney, supervising attorney, and director of housing justice. In the latter role, she oversaw HPRP's eviction prevention legal services for tenants in Baltimore City. Prior to HPRP, Karen served as an AmeriCorps attorney with Advocates for Basic Legal Equality and in private practice in Toledo, Ohio. She is a graduate of Wellesley College and the University of Michigan Law School.

Key:

Complete
Failed
Available
Locked
Attendance Acknowledgement
Certificate of Completion
Up to 1.00 CLE credits available  |  Certificate available
Up to 1.00 CLE credits available  |  Certificate available
Evaluation
2 Questions
Speaker Bios
Open to view video.
Open to view video.