Job Responsibilities : Client Service Specialist (12 months)
Salary : $51,284–$59,452 a year
Company : Legal Aid Ontario
Location : Remote CA
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.
This position is responsible for providing Tier 2 CLSC services to clients who choose to access LAO by telephone and online chat. This includes interviewing legal aid applicants over the phone to obtain the legal and financial information necessary to decide whether a legal aid certificate should be issued or if alternative service is appropriate.
This is a 100% Work from Home position.
Reporting to: Team Manager Client and Lawyer Support Centre
- Assisting callers in a contact centre environment and by providing assistance in priority sequence
- Determining applicant’s legal eligibility for legal aid service following guidelines set out in LAO’s policy and procedure materials
- Analyzing financial eligibility for legal aid service based on understanding of the applicant’s financial records and LAO’s policies and procedures
- Making a decision to whether or not to issue a legal aid certificate based the applicant’s legal and financial assessment and LAO eligibility policies
- Explaining where when and how to access non-certificate services available to applicants including local legal service centres legal clinics duty counsel and the lawyer referral service
- Clarifying status of specific legal aid files in response to telephone inquiries from clients and lawyers
- Entering and maintaining client files and details in PeopleSoft Excel Databases or other software for future review by other LAO staff including paralegals and/or lawyers
- Documenting client issues and escalating to other LAO departments or area offices
- Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
- Accessing client information through the use of PeopleSoft and other computer systems
- Responding to queries and complaints in a professional courteous manner and providing referrals to appropriately address requests for further information
- Working with exposure to emotionally charged situations e.g. providing information to upset or agitated clients or employees
- Performing back office file review decision making and processing duties for certificates and/or contribution agreements
- Other related duties as required
Required skills & experience
- Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.
- A solid understanding of LAO’s policies procedures financial and legal eligibility criteria and experience in making decisions on the eligibility of legal aid applicants
- Excellent verbal and written communication skills and sound judgement for dealing with applicants and lawyers with a demonstrated aptitude in interviewing a diverse clientele to elicit appropriate information
- Organizational skills with excellent attention to detail and the ability to multitask
- Intimate knowledge of LAO and its operations (as they relate to civil law criminal law and duty counsel processes) to provide outstanding service to our diverse client base
- Knowledge of the larger social justice network in which LAO operates
- Demonstrated competency with the PeopleSoft system and proficiency with Microsoft Office Software
- Experience in supporting clients in an online chat environment is considered an asset
- Demonstrated Proficiency in oral and written French (as well as English) selected candidates will be tested)
Organizational Competencies Expected
- Client Focus
- Adaptability and Flexibility
- Personal Motivation and Accountability
- Focus on Quality and Best Practice
- Problem Solving and Judgment
- Organizational Awareness
- Teamwork and Collaboration
This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and therefore union dues will be deducted bi-weekly.
Currently the training classes are schedule to begin Monday September 26 2022 and run till October 28 2022. This position will also require occasional travel to LAO offices upon request.
Only those candidates selected for an interview will be notified.
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.
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Once you have successfully applied you will receive a confirmation email.
Legal Aid Ontario values integrity respect responsiveness excellence independence accountability openness and consistency. Our recruitment process reflects our commitment to diversity and inclusion. Accommodations are available upon request.
Legal Aid Ontario encourages applicants from equity seeking groups including but not limited to individuals who are First Nations Inuit or Métis descent persons with disabilities women members of racialized communities and the 2SLGBTQ+ community. We recognize the value of diversity equity and inclusion and are committed to addressing systemic barriers and 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.