Bilingual Legal Information Officer, Law Society Referral Service, Client & People Services

September 2 2021
Industries Legal
Categories Generalist, Legal, Paralegal
Toronto, ON

JOB PURPOSE:

The Bilingual Legal Information Officer is responsible for providing timely, accurate, quality client service to lawyers, licensed paralegals, and the general public, as well as to other Law Society departments and outside agencies. This includes providing referrals, legal information, and legal resources to members of the public and contributing to the development of processes and procedures related to the Law Society Referral Service (LSRS). Must be able to work proficiently in both French and English.

Pour recevoir une copie de cette annonce en français, écrivez à recruitment@lso.ca. Veuillez indiquer “job title” - French version dans la ligne de sujet.

QUALIFICATIONS REQUIRED:

  • A college diploma or university degree (or equivalent) together with a licence from the Law Society as either a paralegal or a lawyer.
  • Demonstrated experience and a solid understanding of superior client service, preferably in a legal or professional regulatory environment.
  • Experience in a customer service and/or call centre environment would be an asset.
  • Excellent grasp of delivering superior client service.
  • Solid understanding of the Law Society, including organizational structure, services, mandate, by-laws, rules, regulations, and jurisdiction.
  • Knowledge of other legal resources and community-based organizations.
  • Knowledge of legal concepts and processes as they relate to a legal services or law practice setting.
  • Clear, concise, and articulate verbal and written communication skills in order to compose correspondence, communicate detailed information and provide audience-appropriate explanations and clarification in both official languages.
  • Proficiency in English and French is required.

Technical Skills and Knowledge

  • Proficiency in word processing (including WORD), spreadsheets (including EXCEL), databases, AS400, Inspector, e mail, and the Internet or Intranet.

*By submitting your application for employment, you agree to a clearance check of your regulatory history with the Law Society, and to the use of this information in assessing suitability for employment at the Law Society.

Client Service Delivery

  • Assists members of the public by matching their requested criteria to appropriate legal representatives through LSRS and/or to an alternative resource.
  • Determines database search parameters with the client (legal field, gender, 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.
  • Assists lawyers and paralegals who may wish to subscribe to the service, change their profile, or have questions answered.
  • Ensures that service is provided in a manner that is timely, as well as sensitive to the needs of the client.
  • Resolve complex or sensitive issues and escalate high impact issues with input to resolution.

Performance Goals, Targets and Standards

  • Contributes to the development of, and strives to meet or exceed, individual service targets related to accuracy, timeliness, and quality of service delivery.
  • Engages in continuous performance improvement (work processes, procedures, and service opportunities) to optimize both individual and team performance.
  • Collaborates with team members to ensure the development and implementation of consistent procedural and process improvements.

Team Membership

  • Is a proactive member of LSRS, working closely with other Legal Information Officers to exchange information, provide assistance and contribute knowledge to ensure accuracy, timeliness, and quality in client service delivery.
  • Demonstrates flexibility and commitment to the team to maximize resources and support coworkers during peak periods, as well as to share professional knowledge and promote knowledge transfer between departments.

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 recruitment@lso.ca or call 416 947-3475.

Apply now!

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