One Call Changes Everything: DC Resource Bridge Reaches 1,000 Calls
- 6 hours ago
- 4 min read
After years of justice advocates dreaming of a simple path to legal help for DC residents in need, a new resource with that very mission has reached a significant milestone.
Over 1,000 callers have now reached out to the DC Resource Bridge in its first six months—and many are reporting a profound sense of relief.
Service centered on empathy
“Thank you for providing this service. I have no idea how to navigate public benefits legal requirements, and your professional and courteous assistance is so valuable,” one applicant said in user feedback that continues to shape the program.
“The process was quick, responsive, efficient, and I was referred to a wonderful attorney,” said another.
“Very assuring,” reported a widow grieving the recent loss of her husband while facing a legal challenge. She said the patience and professionalism on the other end of the line were just what she needed.
The DC Resource Bridge is a single-entry point system that connects DC residents to legal services organizations based on their legal needs and eligibility requirements. Residents no longer have to call around to multiple providers only to be turned away or told to try somewhere else.
A broad and growing range of referrals
The DC Resource Bridge has already made 700 referrals across the still-expanding roster of issue areas it now serves: family law, public benefits, consumer debt and foreclosure, DC Court of Appeals matters, education, crime victim and survivor services, and civil legal services for people who are accused of a crime, incarcerated, or re-entering society after serving time. The initiative stands out nationally for the breadth of legal issues covered and the number of partners involved.
The 25 legal services providers already accepting referrals from the DC Resource Bridge are connecting with callers in a matter of days—on average four business days for time-sensitive matters and six for non-time-sensitive matters. One caller was set to appear in family court the very next day, and the Resource Bridge managed to turn around the referral in time for her to do so with a lawyer by her side.
“The response is very rapid,” another caller reported. ‘I appreciate how quickly my issue was resolved.”
When the navigators answering the helpline are unable to make a referral because of applicant ineligibility or because the Resource Bridge is not yet making referrals in that area of law, they work to provide other resources. In April, navigators will start making referrals in employment and civil rights, human rights, and discrimination matters. Over the next year, it will expand into two additional areas of law with high demand: immigration and rental housing.
Taking the burden off people in crisis
Spearheaded by the DC Bar Foundation in 2020, the DC Resource Bridge was designed with extensive resident input and collaboration within and beyond the legal services community to address a decades-long problem in the District.
“With several dozen providers of free and low-cost legal services in DC — each with its own eligibility rules and intake processes — a resident in crisis could spend days calling around, only to be turned away or told to try somewhere else,” said Kirra Jarratt, CEO of the DC Bar Foundation.
"Those hours weren't just frustrating,” she said. “They were often the difference between getting help and giving up.”
Now, a resident calls the free helpline, connects with a trained navigator, tells their story once, and is referred to the right organization. As word of the DC Resource Bridge spreads—through word of mouth and community outreach—more people are calling each month.
Trauma-informed service
Responses to caller surveys frequently emphasize the unrushed and caring service they get from DC Resource Bridge navigators like Emma Hersom, who joined the team in the early days of the helpline’s pilot program run by the Neighborhood Legal Services Program. She also draws on earlier experience providing trauma-informed care at the DC Superior Court’s family court help center.
“I take particular pride in connecting directly with applicants,” she shared, “creating space for them to share their stories, and helping them find a path forward.”
Legal Aid DC—selected to host the DC Resource Bridge after a competitive bid process—has collaborated with the DC Bar Foundation to make several enhancements to the system. In January, an online application was launched, giving applicants 24/7 access to start the process. To make the system more accessible, the website provides information in English, Spanish, Amharic, French, Chinese, and American Sign Language. Applicants can also speak to a navigator in their preferred language.
Reaching our neighbors
The DC Resource Bridge has conducted intakes from all eight Wards, with Wards 5, 7, and 8 having the highest call volume.
“That’s the system working exactly as intended,” said Amy Mix, director of the DC Resource Bridge, “reaching people across the District and making legal services more accessible to residents when they need them most.”
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