Complaints Officer

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.

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.

Primary function

This position will be primarily responsible for the resolution or referral of Stage I complaints.

Home Location: Provincial Office - Toronto
Secondary/Other Locations: Not applicable
Reporting to: Manager, Complaints

Key accountabilities

• Mediate effective resolutions or referrals (to other LAO departments or District Offices as appropriate) of Stage I complaints from clients, lawyers and the public by telephone, in writing or in person
• Responds to telephone and other inquiries and complaints in a professional, courteous manner and provides referrals to appropriately address requests for further information
• Provides detailed information regarding Complaint policies, procedures and general information to complainants and the public
• Maintains complaint files electronically as the files progress in accordance with office procedures
• Responds to the Office of the Ombudsman regarding complaints against Legal Aid Ontario
• Assists the Manager in the preparation of quarterly and annual reports as necessary
• Assists the Manager in the resolution of Stage II complaints as necessary
• Work closely with the Investigations Department and District Offices as necessary
• Performing other duties as required

Required skills & experience

• 3 to 5 years related office experience or related academic training
• Excellent oral and written communication, organizational and interpersonal skills along with the ability to work well under pressure
• Advanced level skills in Windows, Microsoft Word and Excel, PeopleSoft and the AS400
• Ability to perform job with flexibility, initiative, judgement and discretion
• Ability to work independently and to take direction
• Ability to handle emotionally charged situations, e.g., providing advice to upset or agitated clients or employees on a frequent, daily basis
• Ability to manage competing priorities and respond to deadlines
• A solid understanding of LAO's policies, procedures, financial and legal eligibility criteria
• In-depth 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 ability to use latest communication technologies including Smartphones.

To apply submit a covering letter & résumé.

Only those candidates selected for an interview will be notified by email.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) and the successful incumbent will be governed by the provisions of a collective agreement and subject to union dues.