Remote-Legal Aide French Bilingual Client Service Representative

Location: Northeastern Manitoulin and the Islands

Remote-Legal Aide Ontario-French Bilingual Client Service Representative
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 morethan just a

job. It'san opportunity to help people who need it the most; to ensure each client receives the

access tojustice 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 environmentconsider

this opportunity below.

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Building adiverse workforce that represents the communities we serve while promoting asafe

culture and work environment that dismantles systemic barriers, welcomes freshperspectives

and embraces differences as a priority is a core value  encourages applicants

fromequity-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 membersof

the2

SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed toaddressing

systemicbarriers, and prioritizing, attracting and retaining diverse staff. Allinterested and

eligiblepeople will be considered, with due consideration to all protected grounds under the

Ontario Human Rights Code.

accountability,openness and consistency. Our recruitment process reflects our commitment to

equity,diversity and inclusion. Accommodations are available throughout the recruitment

process aswell as during employment ase direct any accommodation requests to

our recruitment team.

Primary function
The incumbent will use their excellent client service skills and knowledge of Legal Aid Ontario (LAO) tomeet client needs and expectations through the use of a telephone based Clientand

Reporting to:
Team Manager, Client and Lawyer Support Centre

This is a 100% Work from Home position.

Key accountabilities

Assistingcallers in a contact centre environment and providing information in priority

Accessingclient information through the use of People Soft and other computer systems

Providing Public Legal Information and where appropriate and moving the caller through

LAO’scontinuum of services

Clarifyingstatus of specific legal aid applications, in response to telephone inquiries from

clients and lawyers

Enteringand maintaining case details in People Soft, Excel Databases, or other software for

futurereference by other LAO staff

Communicatingeligibility for Legal Aid services based on completion of a legal and financial

Documentingclient issues and escalating to other LAO departments or District Offices

Referringapplicants that have been refused or that don’t meet established assistance guidelines to seek other legal and/or government services, including the lawyer referral service,legal clinics, and duty counsel, where appropriate

Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices

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 and distressing or traumatic content—for example, providing support to agitated clients or hearing disclosures oftraumatic experiences.

Other related duties as required

Excellent verbal and written communication skills and sound judgement for supporting clients

Excellent customer service skills with the proven ability to empathetically manage difficult

client relationships while effectively resolving outstanding issues or problems.

Knowledge of the…