Company Bio
Legal Aid Ontario employees are committed to making a difference in the lives of our clients.
As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.
If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.
Primary function
The successful candidate will use their excellent knowledge of LAO, combined with sound supervisory skills, to direct and coach a diverse team of Centralized Services staff.
Home Location: Province Wide Secondary Location: N/A
Reporting To: Manager, District Operations, Centralized Services, Operations Division
Key accountabilities
- Reporting and HR responsibility for Legal Aid Workers and Support Staff in the Centralized Services Department.
- Other HR responsibilities: Recruitment/onboarding; Computer Access; Training Plan and Monitoring; Performance Excellence Program (PEP) for department staff; OPSEU issues; Department Staff Meetings; Daily Management of department staff in person and remote.
- Supervise the day-to-day operations of the Centralized Services Department staff to achieve client service excellence while effectively utilizing resources and meeting key departmental goals.
- Lead a team of unionized staff; monitor performance measures; coach staff on meeting their individual targets; supporting staff in reaching their performance goals.
- Deliver training on departmental certificate management responsibilities—including change of lawyer, family law authorizations, high risk, DV discretion, requests for review, etc.—while reviewing team files to provide feedback and support throughout the training period.
- Develop, maintain and update department training materials and Job Aids.
- Certificate Management: Oversee certificate transactional work and provide supervision of department team
- Monitor the Supervisor email box and action escalated certificate management requests (family authorizations, change of lawyer, amendments, etc.).
- Respond to complex and/or escalated client and/or lawyer inquiries by phone or email.
- Schedule and monitor the rotation of work assignments for department staff.
- Assisting Directed Interaction (DI) clients.
- Support the team in the understanding and applying Legal Aid Ontario’s (LAO) policies and procedures, specifically those pertaining to applications for legal aid services and certificate management transactions, and, when required, client triage and intake.
- Monitor and audit client interactions for quality and provide constructive coaching and feedback to deliver excellent client service.
- Monitor, measure, analyze and escalate issues as appropriate.
- Assist the Manager District Operations, Manager Certificate Services, and Director to respond to stakeholder requests, including from the Client Service Centre (CSC) / Lawyer Service Centre (LSC) / Duty Counsel, client requests for review, inter-departmental inquiries, local agencies, lawyers and members of the public.
- Collaborate and coordinate with district and provincial office partners in the delivery of LAO’s Continuum of Client Services.
- Coordination of document management resources, and tools, such as shared network drives, SharePoint, MS Teams, etc.; maintenance and upkeep of departmental documentation, including operational process, procedure, and instructional tools.
- Other related administrative and supervisory duties as required.
Required skills & experience
- Intimate knowledge of LAO and its operations (as they relate to criminal, family, refugee/immigration, and civil law, as well as duty counsel processes) to directly provide outstanding service to our diverse client base.
- Demonstrated certificate management experience related to amendments, authorizations, change of lawyer, request for review, appellate review, primary reconsideration, etc.
- Demonstrated experience applying application/certificate discretion.
- Experience delivering training, monitoring progress, and providing timely, constructive feedback to support skill development and performance improvement.
- Leadership experience motivating, developing and encouraging staff.
- Experience dealing with the interpretation and application of procedural legislation and regulations.
- Strong background in providing direction and guidance to staff (i.e. complex certificate related issues, application review, general legal information, community referrals, etc.).
- Demonstrated proficiency with PeopleSoft, Microsoft Office and SharePoint).
- Outstanding problem solving, conflict management and analytical skills.
- Excellent written and verbal communication skills.
- Well-developed customer service and relationship building skills.
- Ability to communicate in written and oral French is considered a strong asset.
- The ability to provide on-site or remote, day-to-day or as needed supervision of DO staff.
Assets:
Previous experience in a Legal Aid Worker role, with direct certificate management experience is considered a strong asset.
Organizational competencies expected
- Client Focus
- Adaptability and Flexibility
- Personal Motivation and Accountability
- Focus on Quality and Best Practice
- Problem Solving and Judgement
- Organizational Awareness
- Teamwork and Collaboration
- Interpersonal Communication and Emotional Intelligence To apply submit a cover letter & résumé.
Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.
Only those candidates selected for an interview will be contracted.
First time applying to LAO? You will need to create a profile AND then apply for the position. Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.
Trouble applying? For telephone support please call 1-877-427-7717 or email support:
[email protected].
Equity Statement
Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.
We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.
Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.
