Northern County Legal Services (NCLS) (1) Describe the situation. (40-80 words) (2) What organizational, team, and individual problems can you identify in this case? Be sure to analyze deeper, and look at presenting issues and underlying issues. (150-250 words) (3) How do you consider Julie's leadership style? What should she next do to improve the situation at work? Be specific in your suggestions, (100-200 words) (4) What should NCLS do? Provide recommendations that are feasible. (100-200 words) "Good morning. Northern County Legal Services," Christina said. "How can I help you? Yes, I see. Okay, why don't I schedule a time you to stop by and talk with one of us about your situation and we can see how we can help? Tm free on the 12th at 3:30 p.m. Does that work for you? Excellent. And you know where our office is located? Yes, right across the street. Good. III look forward to speaking with you then." It was already packed in the office of Northern County Legal Services (NCLS), a nonprofit organization located just outside the downtown district. In the small waiting room, nearly 20 clients waited for assistance while a team of staff members handled walk-in visitors and made appointments. With no air-conditioning, the room was starting to get hot on the sunny August afternoon as the chairs filled up. "T'm sorry. Mr. Gaines? I think you're next." Christina looked at the growing crowd. "Oh, no, no, no, no." A tall woman rose from her chair and stepped forward, raising her voice. "Tve been here since 10 a.m. and I was here first. I'm next. He needs to wait his turn." She looked around the room for support, and some heads nodded as those waiting began to look at one another in frustration. "Yes, Im sorry that you've waited so long, but Mr, Gaines had made an appointment," Christina said. "Yeah, for 11:30," Mr. Gaines scoffed. "It will only be a few more minutes until someone is with you," Christina offered, "You need to get more organized," the woman said as she rolled her eyes. She returned to her seat, fanning herself with a 2-year-old copy of an entertainment magazine. Christina looked her watch: 12:20. Her parking meter was already expired. "Have a seat, sir, and IIl be right with you." She grabbed her purse and quickly headed to the front door. "And just where do you think you're going, Miss?" a voice came from the waiting foom. "She can't take it anymore," another voice offered, as laughter rose from the comer. Christina ran the four blocks to where her car was parked. There was already a yellow envelope with a $25 parking ticket lodged under her windshield wiper. Northem County Legal Service's mission is to match clients who cannot afford legal counsel with a havyer willing to offer pro bono services. NCLS specializes in housing and employment law but also matches dients with attomeys who assist with almost any legal need, including domestic violence and family law. The service is free to clients (though some pay for some services on a sliding scale based on their income). The remainder of the funding comes from grants, and the center is staffed almost entirely by a group of 15 volunteers and law school students. Students form the majority of the staff, and they receive internship crodit, usually volunteering at the center during their third year of law school. Most students participate in the center only for one semester, and competition among students is tough to receive one of the volunteer slots. The one full-time employee is a director, Julie, who has been at the center for about 2 years. Aside from running the office, managing volunteers and students, finding attorneys, and conducting training workshops for both students and volunteer attormeys, Julie's main is arder to neaiure the censer' pregrac. group, many of whom hold cofee capt as they moided eye contact Thine? Good. Melinda? 1 noticed that maty of yos are muking the ase minake as Mftinds in falling to fully complete gage 6 of the bouing intake fonm. For enmple, herek the copy of the ne you conpleted lat weck. Where the form rak for senice date, we mally need that to complete the filing moeios foe the dime If we doet have its we hwe ts all them to get ic. FVe noticed a few of these that Where do we pat the intake form for houning aftre irk dseel" Eric ahed. "la the intake inbax on the filing cabinet in fulir i office," Menici oflered. "T thought that we only for urgent motions," Bric uid. TVve bece puring the noenesent ones in the inbax is the hallway," "Thar's right," Julie nid. "Actually I'd prefere it if yoe handed the argent oeer diencly ss ne and pur the nonsurgent ones is the hallway bax. You cin put the ungent anes in ny bex if The not bee." 'What' urgente' Monica aiked. What do we do if yoe aren't bere but ir's been 5 degit Monia whet. "Then you can either call mig cell phose and let ne know that iti witieg, of yoe cat call an ateomey frem the list," Julie nid. "Oe you can do it youneif bur wait to file it untill can verlf it after youine dose" attarmey to take the ak," huile mid. "Why cae'r I Jar all immodiately to grt the proceu sturted more quidhy" Anseter wid. "If Tre dene the intake, why avit Ijue contiaue tu the next ittpp? it before." undentand why there ase to mang procolure." I know," Monica sald, "and I feel so incompetent about bousing law, My specialty has been family law. Id rather leam about that part he center, but 1 keep getting thene eviction intakes. And the paperwork is incredible. I spent an hour with a clieat yeiterday and only gr bout two pages' worth of information. I ran over my next appointment trying tn get the rat." I had the same experience,; Annette said. The clients have such detailed histocies, and they need to share their whole story. I talied to woman whose boyfriend shoved her against a wall and broke her wriat. She atarted to ery, and I was thinking that I can't very well intemupt her and say, 'Socty, ma'am, but that's Question 65. We're utill on Qyeition 14, so can you tell me your combined annual income?" And I had three of those tame intakes yesterday., I went home coenpletely drained last night." Monica nodded. "Tve heard atories like that, too. The part I hate is when I have to pick up the puperwock out of the inbox and file the motion when I didn't do the intake. The other day Julie started shouting at me because I mitsed a note on an intake that Christina did and I had to refile the motion. I almost missed the deadline but I stiyed 2 hours later than aoual and got it all done, It was gratifying but emotionally exhausing. It's hard even to come in sometimes I wonder, are we cven making progress here?" "Now what's she talking about" Annette looked up at Julie. "So that's why you need to make sure that Dave has your weelly achedule, so he can keep the appointment achedale accurate with hourly time blocka for intakes," Julie concluden. Julie returned to her office. There were two messager from the Dylan Foandubion president wating to lanow abour lasr quarter's statiries He had threatened to pall funding for neat year unless the center began to show more progress in winging cases where disabled clients were about to be evicted. She knew that the staft had done great work recendy, bot they had only began to compte the statistics and sbe could not yet prove it with charts and graphs. He'd be fine after she met with hin, she theughe. She made a meatal note to bring two recent success story case itudies to her meeting with him. Rafiel appeared in the doorway. "Julie, what do we do when the service date on the mbpeena doen'r match the dute on the mbinivaioe form? Can you show me how we addeew that in the reply? "Yea. Well, aetually, aik Kyle becalise 1 showed ham the same thing lest week,"Julie anewered "Kye's not here until 3, and 1 have to have the motion dooe for the dient to pick ap at noon," Rufiel said. "Okay, Just give me a feve mlisutes and IU be right there," Julie replied. "Thanks," Rafael aid Jean wat right behind Kim. "Julie, I have an utgent hoasing motlon here that needs to be filad. Do yod want this nowi?" Julic took the intake form and lookend thanagh is. A woonan with a 8900 monthy inconse and as infate mon and 2 year-old daoghter received an eviction natice for being one dyy late on ber 5800 tent. A court fling would be due tonoerovi. "I have a meeting this afterioon and caeit do it today. Why donit you put it in the hallrry bat and magbe aomenne cas get to it today? Orhenvise, 111 get to ie tomerrow: Julie ald. Jein paused for a mperent. "Okay, II do that," she said. 1 Rokeach (1973) and other psychologists over the past decades have done a great deal of work to distinguzsh among values, attitudes, beliefs, assumptions, and so on. For our purposes in this chapter, these distinetions are not cridical