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Case Study

Legal Services of Connecticut Centralizes Case Management and Intake with Onit

Challenge

Legal Services Programs in Connecticut (comprising Statewide Legal Services, Connecticut Legal Services, Greater Hartford Legal Aid, and New Haven Legal Assistance) deliver critical civil legal services to low-income residents across the state. With 200+ users, 10 offices, and a centralized hotline intake system, the network needed a robust, integrated platform to unify operations.

Previously, the organizations operated four distinct databases with no standardized processes or tools for document management, intake, eligibility, or cross-office collaboration. “We needed one system with statewide capabilities, but local control—plus robust intake, case transfer, and reporting functionality,” said IT Administrator Kathy Daniels.

Solution

After an extensive evaluation process, the Connecticut programs selected Legal Files, part of the Onit ecosystem, for its flexibility, intake features, and enterprise-grade scalability. Legal Files enabled the team to:

  • Consolidate four databases into one centralized, secure platform.
  • Create unique views and permissions for each organization while maintaining a single source of truth.
  • Leverage built-in intake and eligibility screening to streamline applicant processing.
  • Automate case transfers between offices—preserving full data integrity and continuity.
  • Integrate seamlessly with Microsoft Outlook and Word for document and email management.
  • Generate both standard and custom reports for funders using tools like Crystal Reports.

Results and ROI

With Onit’s Legal Files in place, Legal Services of Connecticut has realized measurable improvements in speed, efficiency, and collaboration:

Streamlined intake and eligibility

Streamlined intake and eligibility through a two-tiered wizard that captures demographics, income, and problem codes.

Seamless case transfers

Seamless case transfers between offices, supporting real-time workflow and eliminating manual re-entry.

Standardized templates and document automation

Standardized templates and document automation, reducing administrative overhead and improving consistency.

Outlook integration

Outlook integration for easy capture of emails, appointments, and tasks tied to specific matters.

Real-time, multi-office reporting

Real-time, multi-office reporting that meets funder requirements and tracks service outcomes statewide.

“Legal Files met all our needs—case management, intake, document assembly, and security,” Daniels said. “It was built with legal aid in mind and has helped unify our operations.”

Scalable and Customizable

The Legal Files Enterprise System gives each program secure access to shared data, with customization tools to meet evolving regulatory or operational needs. “We’ve built custom windows, file menus, checklists, and reminders for every case type,” Daniels said. “It’s incredibly flexible—no programming needed.”

Trusted Support

Beyond the product, the Legal Files team made a strong impression. “We heard excellent things about their customer support during our research—and they’ve lived up to the reputation,” Daniels added. “They’ve been responsive, helpful, and reliable at every stage.”

About Legal Services of Connecticut

Legal Services of Connecticut is a collaborative network of nonprofit organizations offering free legal aid to low-income individuals across the state. With a focus on housing, safety, healthcare, and family law, these programs work together to ensure equitable access to justice. Onit’s Legal Files enables them to deliver services more efficiently and consistently across all locations and case types.