[Hiring] Legal Information Officer @Law Society of Ontario

Role Description

The 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.
• Contributing to the development of processes and procedures related to the Law Society Referral Service (LSRS).
• Providing support to the public on the LSRS crisis line, which may include providing a referral and helping a member of the public understand their legal issue and available sources of assistance.

Qualifications

• Require 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 both official languages.
• Proficiency in word processing (including WORD), spreadsheets (including EXCEL), databases, e-mail, and the Internet or Intranet.

Requirements

• 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, language, etc.), completes the search and provides the referral to the client.
• 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 timely manner, sensitive to the needs of the client.
• 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 to optimize both individual and team performance.
• Proactive member of LSRS, working closely with other Legal Information Officers to exchange information and provide assistance.
• Demonstrates flexibility and commitment to the team to maximize resources and support co-workers during peak periods.

Benefits

• Access to resources needed to support professional growth.
• Mental health and well-being is a priority.
• Competitive compensation package including a defined contribution pension plan.
• Health and dental benefits plan.
• Robust Employee and Family Assistance Plan (EFAP).
• Progressive employment policies and high levels of employee engagement.
• Impressive architecture and beautiful grounds of the historic Osgoode Hall.

Working Arrangement

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, maximizing employee productivity and engagement. The working arrangement for this position has been classified as remote, where the employee will work from home in Ontario, but may be expected to come into the office during team meetings at the Toronto location.

Our Commitment

The Law Society of Ontario is an equal opportunity employer that is committed to diversity and inclusion. We welcome applications from persons representing the diversity of our community. We are committed to creating an accessible, barrier-free and inclusive workplace and to continuing compliance with the Accessibility for Ontarians with Disabilities Act (AODA).