Law Clerk, Intake & Resolution, Professional Regulation (Hybrid, Toronto)

JOB PURPOSE

The Law Clerk, Intake & Resolution is responsible for the timely, accurate, and efficient review/triage of complaints received as well as the resolution of some types of complaints. The Law Clerk identifies regulatory issues, assesses risk, makes recommendations to the Management Team regarding the streaming of files, collects information/documentation to assist with the assessment of complaints and closes complaints where further regulatory attention is not warranted. The Law Clerk also assesses licensing applications for Good Character issues. The Law Clerk also contributes to the development and improvement of processes and procedures related to the department's overall function and direction.

QUALIFICATIONS

• Minimum of a Law Clerk or Paralegal diploma or equivalent, plus either a Law Clerk Certificate and membership in the Institute of Law Clerks of Ontario, or a Paralegal licence with the Law Society.
• Requires 4 years' experience working in a high volume, frontline service department, preferably in a legal or professional regulatory environment.

• Commitment to delivering superior client services.

• Solid understanding of the Law Society, including organizational structure, services, mandate, bylaws, rules, regulations, and jurisdiction.

• Knowledge of other legal resources and community-based organizations.

• Knowledge of legal concepts and processes as they relate to a law practice setting.

• Knowledge of ADR concepts and processes is an asset.

• Proficiency in word processing (including WORD), spreadsheets (including EXCEL), SharePoint, databases, email, and the Internet or Intranet.

• Clear, concise, and articulate verbal and written communication skills to compose correspondence, communicate detailed information, and provide easy-to-understand explanations in an audience-appropriate format.

• Ability to reason through written and spoken information.

Client / Client Service Delivery

Assists the Team Manager and team members in the effective delivery of timely, accurate and comprehensive service to Law Society constituents relating to department processes. Specifically:

• triages complaints received from the public through LSO Connects, and provides initial response and analysis related to complaints, including gathering information on previous and current licensee complaints and assessing the need for additional information;
• takes complaints by telephone where an accommodation is required and creates resulting complaint cases;
• conducts a risk assessment of identified regulatory issues in the complaint and considers a variety of factors (e.g., nature of the alleged misconduct, licensee status, and regulatory history);
• makes preliminary determinations regarding the disposition of complaints, including jurisdictional issues, exercising judgment and organizational awareness to recognize and escalate high risk/urgent complaints;
• collaborates with other Law Society staff to exchange and verify information, as well as to improve work processes and procedures;
• provides reasoned responses to complaints and inquiries that are not within the jurisdiction of the Law Society and works with the complainant and the licensee to resolve some types of complaints;
• closes files that are outside the Law Society's jurisdiction, attempts to resolve financial obligation complaints and close files where further investigation is not warranted;
• assists in conducting a first level review of Good Character issues for licensing applicants;
• identifies issues and forwards ideas to the Team Manager in support of any policy development or process changes needed to enhance efficiency and improve service standards;
• collaborates with team members and staff in other departments and divisions, including the Client Service Centre and Licensing in securing additional information, coordinating activities, or transferring escalated matters or requests.

Performance Goals, Targets and Standards

• Contributes to the development of, and meets or exceeds, individual service targets related to accuracy, timeliness, and quality of service delivery.
• Maintains high standards of accuracy and completeness related to complaints and application file documentation, including telephone conversation notes, correspondence, and supporting materials.
• Contributes to departmental performance and tracking measures (statistics, service reports), and engages in continuous performance improvement (work processes, procedures, service opportunities) to optimize both individual and team performance.

Team Membership

• Is a proactive member of the Intake & Resolution team, working closely with other department Law Clerks, Administrative Assistants, and the Management Team to ensure that information and knowledge regarding complaints processes and emerging issues are effectively exchanged, understood, and utilized when completing transactions.

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.