Overview
At Law Society of Ontario we believe in the importance of a collaborative and supportive work environment that provides high quality and professional service to the public, lawyers and paralegals, and other stakeholders.
We are always on the lookout for exceptional individuals who are ready to make a meaningful impact, innovate and grow with us.
- We value each member of our team and invest in your professional learning and development.
- We provide access to the resources needed to support professional growth, mental health and well-being is a priority.
- Our competitive compensation package includes a defined contribution pension plan, health and dental benefits plan and a robust Employee and Family Assistance Plan (EFAP).
- With our progressive employment policies, high levels of employee engagement and the impressive architecture and beautiful grounds of the historic Osgoode Hall, there are many reasons to work at the Law Society.
We hope you will consider joining the Law Society!
Job Purpose
Provides timely, accurate, quality client service to lawyers, licensed paralegals, and the general public as well as to other internal departments and external agencies. Provides referrals, legal information, and legal resources to members of the public. Contributes to the development of processes and procedures relating to the Law Society Referral Service (LSRS). Provides support to the public on the LSRS crisis line, which may include providing a referral, but often includes helping a member of the public understand what the legal issue is and what sources of assistance may be available.
Key Accountabilities
Client Service Delivery
- Handles inquiries from members of the public and assists them by matching their inquiries to the appropriate legal representatives through LSRS and/or to an alternative resource. This includes inquiries from those who are in jail or custody, shelters, or hospitals and victims of abuse looking for legal help.
- Determines database search parameters with the client (legal field, geographic location, and/or provisions or services provided, language, etc.), completes the search and provides the referral to the client.
- Researches and provides information about legal resources and community organizations to assist clients, by phone and in writing.
License and Stakeholder Support
- Assists lawyers and paralegals who may wish to subscribe to the service, change their profile, or have questions answered regarding their LSRS membership.
- Reviews applications from licensees seeking to join the service, submits accurate membership fee invoice requests to Finance, monitors payment status, and activates the applicant’s eligibility for referrals once the fee is received.
Team Membership
- Exchanges information, provides assistance, and contributes knowledge to ensure accuracy, timeliness, and service quality.
- Collaborates with team members to ensure the development and implementation of consistent procedural and process improvements.
- Demonstrates flexibility and commitment to the team to maximize resources and support co-workers during peak periods.
- Shares professional knowledge and promotes knowledge transfer between departments.
Qualifications
- Requires a minimum of a 2-year College program in Law Studies, Paralegal, or a related discipline.
- Requires L1 or P1 license from the Law Society of Ontario.
- Requires a minimum of 3-4 years related experience providing customer service, preferably in a call centre in a legal or professional regulatory environment.
Professional knowledge:
- Customer service provision.
- Other legal resources and community-based organizations.
- Legal concepts related to legal services or law practices.
Technical skills:
- Microsoft Office Suite / 365 (Word, Excel, PowerPoint, etc.).
Competencies:
- Customer service skills
- Analytical and problem-solving skills
- Interpersonal, oral, and written communication, and presentation skills
- Organizational and multitasking skills with attention to detail
The Law Society of Ontario values and respects diversity. We are committed to creating an accessible, barrier-free and inclusive workplace in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for accommodation during the recruitment process known when contacted.
If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at
[email protected] or call 416-947-3475.
The Law Society of Ontario does not use Artificial Intelligence (AI) tools to screen, assess, or select applicants during the hiring process at present.
This posting is for an existing vacancy.
