Remote-Legal Aid Ontario-French Bilingual Client Service Specialist

Remote-Legal Aid Ontario-French Bilingual Client Service Specialist

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.

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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  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 2

SLGBTQ+ 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.

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 ase direct any accommodation requests to

our recruitment team.

Primary function

This position is responsible for providing Tier 2 Client Lawyer Service Centre (CLSC) services

to clients who choose to access Legal Aid Ontario (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.

Key accountabilities

• Assisting callers in a contact centre environment and by providing assistance in priority
• Determining applicant’s legal eligibility for legal aid service, following advanced guidelines set out in LAO’s policy and procedures
• Actively soliciting and analyzing applicant’s financial eligibility for legal aid service, based on understanding of the applicant’s financial details and LAO’s policies and procedures
• Making a decision whether or not to issue a legal aid certificate, based on 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
• Entering and maintaining client files and details in customer relationship management (CRM) software, spreadsheets, databases, and other tools
• Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
• Documenting client issues and escalating to other LAO departments as appropriate
• Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
• Working with exposure to emotionally charged situations and distressing or traumatic content—for example, providing support to agitated clients or hearing disclosures of…