HOME Line Client Service Policy
HOME Line is a public interest Minnesota non-profit organization that provides quality legal advice to Minnesota renters. We are an inclusive, multicultural organization that advocates for housing justice through a social, racial, and economic lens. We work with a diverse population throughout the state and aim to address historical patterns of housing segregation and discrimination against renters.
Our relationships with clients are considered confidential legal representation and are governed by this Client Service Policy and the Minnesota Rules of Professional Conduct. All attorneys, tenant advocates, staff members, interns, and volunteers at HOME Line provide legal advice as representatives of the organization and are bound by and protected by the provisions of this Statement and the Minnesota Rules of Professional Conduct.
Because of the nature of our tenant legal hotline, our ability to provide quality legal services is dependent on a good faith understanding that clients provide a truthful account of their situation and answer questions as accurately as they are able. We further rely on clients to present the facts of their situation in a clear manner as well as to produce relevant documents when appropriate and accessible.
While we are dedicated to providing free legal services to all Minnesota renters who contact us, we reserve the right to withdraw from serving a client based on the following conditions:
- If we identify a potential conflict of interest in serving a client (for example, if we have already advised the other party in a neighbor or roommate dispute).
- If a client insists upon taking action that we consider repugnant, unlawful, or with which our organization has a fundamental disagreement.
- If a client:
- Refuses to provide accurate and/or truthful information or intentionally lies to us.
- Repeatedly ignores direction and/or the advice we provide.
- Behaves in a hostile and/or harassing manner.
- If the service has been rendered unreasonably difficult by the client.
- If a client violates HOME Line’s Equity, Inclusion, and Diversity policy.
- If other good cause for withdrawal exists.
HOME Line Equity, Inclusion, and Diversity Policy
HOME Line is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. This policy supports our overall commitment to create an inclusive, multicultural organization that advocates for housing justice through a social, racial, and economic lens.
HOME Line’s policy explains how we prevent discrimination and protect our employees, clients, and stakeholders from offensive and harmful behaviors.
Discrimination is any negative action, attitude, bias, and/or language directed toward someone because of protected characteristics. HOME Line considers the following groups within this policy: protected classes under the Federal Fair Housing Act, the Minnesota Human Rights Act, and any other local municipal civil rights laws in the state; including and in addition to the following characteristics: race, color, ethnicity, creed, religion, national origin, gender identity or expression, language, family or marital status, disability, public assistance status, age, sexual orientation, physical and mental ability, physical appearance, political affiliation, socio-economic status, or veteran status.
This policy applies to all of HOME Line’s employees, volunteers, interns, clients, and stakeholders.
Both of the above polices were adopted by the HOME Line Board of Directors on September 19, 2019