Guiding practices in legal aid monitoring and evaluation

  • The Legal Services Agreement should stipulate your obligations towards the client as well as the clients obligations towards the legal aid provider. Adherence to these obligations is important to monitor the quality of the service you are providing.
  • It is a practice of due diligence under the Nairobi Code for legal advisors to track case outcomes.
  • Schedule monitoring date and actions (phone call / other methods / back-up plan, based on decisions timeframe).
  • Set clear expectations of when it’s time to close a case without an outcome. Sometimes this is necessary to preserve resources.
  • The Case Guide could include “not applicable” as an outcome, to signal you have lost track of someone and do not know the outcome. This may, however, pose challenges with donors who want to know the impact of services.
  • Point out how you conduct follow-up: this demonstrates there is a procedure in place that protects quality.
  • Explain practical difficulties: Donors must understand not all cases can be followed up – a large representative sample is OK.
  • Some case outcomes are imperfect measurements of success that better serve to inform strategies rather than gauge impact.