The Role of Technology in Enhancing Legal Services for Elderly Clients

INTRODUCTION

In considering technology’s role in enhancing legal services for elderly clients, there are three themes that lawyers who work with this demographic should consider:

1. You do not need to reinvent the wheel,
2. Client needs, and
3. Knowledge and communication.

NO NEED TO REINVENT THE WHEEL

Considering the unique needs of elderly clients, the role of technology does not need to be synonymous with the latest and greatest creation, such as Artificial Intelligence. Instead, some of the more widely used platforms, such as Zoom, Microsoft Teams and DocuSign, fit the brief.

While these platforms may not be what you or I would envision as innovative, this is not about reinventing the wheel. These platforms allow elderly clients to accomplish many of the functions required to engage with legal services, from video calls to executing documents remotely, while simultaneously bypassing other common barriers they may face, like mobility and health challenges. As such, to our elderly clients, these technological platforms represent useful and accessible adaptations to the historically more inaccessible delivery of legal services.

CLIENT NEEDS

There are many minor practices that can be implemented when working and engaging with elderly clients through technological channels that can increase accessibility. These include:

1. Increasing the font size of electronic communications,
2. Explaining the security features of your communications to alleviate privacy concerns,
3. Ensuring that any attachments sent do not require special software to access, and
4. Circulating a how-to-guide prior to utilizing a new technological platform with the client, such as before your first call via Microsoft Teams.

While there are numerous other mechanisms available, these examples illustrate that being intentional with technology and implementing even slight personalizations can make the process easier and more positive for the client.

KNOWLEDGE & COMMUNICATION

Even though technology has enhanced access to and the quality of legal services for elderly clients, a current challenge is ensuring that they know their rights and what services are available to them. This is a challenge that technology has increasingly assisted in overcoming.

Various services have been created, often providing numerous methods of accessing each service to support elderly clients with legal issues they may face. Whether through phone calls, texting, email, or video calls, the incorporation of technology into the provision of these services allows for a broad reach and an increased impact.

Below, a smattering of these technologically enhanced resources has been included to illustrate the range of legal services now available to elderly clients.

Resource	About	Contact Information
City of Toronto	This website provides information on various issues frequently encountered by the elderly, including elder abuse, fraud and legal services.	Website: https://www.toronto.ca/community-people/children-parenting/seniors-services/legal-support-elder-abuse/
Advocacy Centre for the Elderly	This platform, intended for low-income elders, offers a range of services, from providing information to representing individuals in court. They cover areas such as elder abuse, health care consent and advance care planning.	Website: https://www.acelaw.ca/   Phone number: 416-598-2656, or toll free at 1-855-598-2656
Community Legal Education Ontario	This platform offers free materials to assist in improving individuals’ knowledge and understanding of legal issues.	Website: https://www.cleo.on.ca/en
Elder Abuse Prevention Ontario	This platform provides various resources, information, and training courses to educate the elderly on the topic of elder abuse.	Website: https://eapon.ca/   Phone number: 416-916-6728, or toll free at 1-833-916-6728
Pro Bono Law Ontario – Legal Advice Helpline	This resource provides individuals with 30 minutes of free legal advice on a variety of topics.	Website: https://www.probonoontario.org/hotline/   Phone number: 1-855-255-7256
Legal Aid Ontario	This resource offers a free 30-minute consultation.	Website: https://lsrs.lso.ca/lsrs/welcome   Phone number: 416-947-5255
JusticeNet	This resource is targeted towards individuals who do not qualify for Legal Aid, yet cannot afford standard legal fees. Consultation via telephone or video is available.	Website: https://www.justicenet.ca/
Community Legal Clinics from 211	This resource is available to low-income individuals and assists in locating a legal clinic. They provide free and confidential access via phone call 24/7.	Website: https://211central.ca/   Phone number: 1-888-340-1001

Encouraging elderly persons to use and engage with these resources translates into individuals who are more informed about their rights and are better equipped to protect themselves. Importantly, it also champions the legal recourse available to elderly clients in a variety of situations, which will assist them in seeking out legal services.

CONCLUSION

Technology is enhancing legal services available to elderly clients. The role of technology for elderly clients is not about reinventing the wheel. It is about recognizing their needs and utilizing relevant tools and platforms to provide more accessible and curated legal services to our clients.[i]

Any article or other information or content expressed or made available in this Section is that of the respective author(s) and not of the OBA.