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 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

The incumbent will use their excellent client service skills and knowledge of Legal Aid Ontario to meet client needs and expectations through the use of a telephone-based Client and Lawyer Support Centre. This is a 100% Work from Home position. Reporting to: Team Manager, Client and Lawyer Support Centre.

Key accountabilities

1. Assisting callers in a contact centre environment and providing information in priority sequence.
2. Accessing client information through the use of PeopleSoft and other computer systems.
3. Providing Public Legal Information and where appropriate and moving the caller through LAO’s continuum of services.
4. Clarifying status of specific legal aid applications, in response to telephone inquiries from clients and lawyers.
5. Entering and maintaining case details in PeopleSoft, Excel Databases, or other software for future reference by other LAO staff.
6. Communicating eligibility for Legal Aid services based on completion of a legal and financial assessment.
7. Documenting client issues and escalating to other LAO departments or District Offices.
8. Referring applicants 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.
9. Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices.
10. Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information.
11. Working with exposure to emotionally charged situations, e.g., providing information to upset or agitated clients or employees.
12. Other related duties as required.

Required skills & experience

1. Excellent verbal and written communication skills and sound judgement for supporting clients.
2. Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.
3. Knowledge of the larger social justice network in which LAO operates and provides client service.
4. Organizational skills with excellent attention to detail and the ability to multitask.
5. Knowledge of and experience with Aboriginal Peoples culture is considered an asset.
6. Demonstrated competency with PeopleSoft software will be considered an asset.
7. Demonstrated competency with Microsoft Office software.
8. Demonstrated proficiency in oral and written French (as well as English) is an asset.

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.

To apply, submit a cover letter & résumé.

Additional Requirements:
A dedicated computer system with all required software will be provided to successful candidates throughout their employment, including an Ethernet cable that will need to be connected to an employee-provided high-speed home internet connection.

Sufficient actual bandwidth must be available during business hours in addition to any personal use in the home. Minimum employee home internet requirements include:

Internet Type:
– Supported: Cable, DSL, and Fibre
– Not Supported: LTE, Satellite, or Wireless
– Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload: 20 Mbps
– Actual required speeds during business hours: Download: 25 Mbps/Upload: 10 Mbps

The candidate’s existing internet provider and package will be validated during the pre-screening process, based on the physical address provided for the candidate’s remote work location. In some cases, employee internet speeds may need to be increased in order to meet business needs. Only those candidates selected for an interview will be notified.

Currently, the virtual live mandatory training is scheduled between (full participation is required):
– Monday, April 28, 2025 – Wednesday, May 21, 2025.

This position may also require occasional travel to LAO offices upon request.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.

Note: If a permanent employee, currently represented by OPSEU, is the successful candidate for this opportunity, they will return to their home position at the conclusion of this assignment, if the position continues to exist.