Quality (of legal aid provision):

Number one element of quality services in access to justice revolves around the timeliness of the intervention. This begins with the time a client has to wait to be tended to when she/he first comes to the JCU office, the time JCU staff take to listen to the client and consider all aspects, to the time the case is taken up after assignment all the way to the conclusion of the case, whether through mediation or litigation.

Other elements of quality include legal and field research to provide the best option for legal action to the client, courtesy and kindness as well as constant feedback to the client regarding their case, its progress and available options. Finally, quality management ensures that all JCU interventions translate into actual benefits to the client, which requires follow up of cases and clients beyond their closure or referral.