Urban Matters was pleased to collaborate with the Community Legal Assistance Society (CLAS) in 2024 on their commitment to addressing systemic inequities in the post-COVID-19 virtual environment.  

CLAS is a trailblazer in providing free legal services to Greater Vancouver and across British Columbia in the areas of human rights, income equality, mental health, and more. In 2023, they identified a need to assess their services to enhance accessibility for low-income, marginalized, and vulnerable populations following a transition to virtual services in 2020 due to the COVID-19 pandemic. While the adjustment to a hybrid service delivery model has been critical in widening the scope of CLAS services for those in need, it also risked creating gaps where those most vulnerable to technological, financial, or language barriers may have reduced access.  

This project undertook significant research to establish up-to-date data through a background scan, web analytics, and significant staff, partner, and client engagement to assess what’s working and where there are opportunities to enhance equitable access to CLAS’ services.  

Through this work, Urban Matters was able to make informed recommendations and provide several frameworks to help CLAS prioritize and action key suggestions.  These included an updated theory of change statement and impact measurement tools. CLAS is widely recognized as a leader in providing dignified, low-barrier legal services in British Columbia and at this critical junction with the COVID-19 pandemic receding, implementation of these actions will position them to embody a service model in which equitable, accessible service delivery remains central.