Company Bio

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.

Primary function

The Operational Analyst plays a key role in leading and evolving Legal Aid Ontario’s (LAO) knowledge and records management, digital communications, and stakeholder support strategies for entity service providers (Clinics and SLSOs). This includes managing LAO’s Entity Service Provider SharePoint Online-based intranet site, a critical platform for engaging and informing stakeholders. The role is also responsible for administering support services such as group benefits, RRSP, and insurance programs, with a strong emphasis on user engagement and service excellence. Additionally, the Operational Analyst contributes to special projects in a project management capacity and supports risk management activities. In addition, the Operational Business Analyst will provide general advice and support to the service delivery models to the community legal clinic system and Student Legal Service Organizations (SLSO’s) with respect their operations and the application of LAO policies and procedures.

Home Location: Provincial Office - Toronto
Other Locations: Not applicable

Reporting to: Director, Clinic Law Services

Key accountabilities

• Manage and maintain LAO’s SharePoint Online intranet site for entity service providers, ensuring regular updates, engaging content, and effective communication design.
• Draft and design digital communications and campaigns to enhance stakeholder engagement and awareness.
• Administer support services for entity service providers, including group benefits, RRSP, and insurance programs, ensuring responsive service and proactive engagement.
• Lead or support special projects, particularly in a project management role, ensuring timely delivery and alignment with organizational goals.
• Contribute to the development and execution of risk management strategies, including monitoring and reporting on risk factors.
• Collaborate with internal departments and external stakeholders to align directives, policies, and communications.
• Develop and manage digital tools (e.g., forms, surveys, portals) integrated with databases and content management systems.
• Provide operational advice and support to clinics and SLSOs on governance, HR, financial procedures, and compliance with LAO policies.
• Compile and analyze service data, prepare reports, and support funding applications and demographic reporting.
• Consult departments, stakeholders and team members to contemporize clinic policies, agreements, processes and directives; develop a knowledge management process to track, communicate, and support the prioritization of improvements based on critical needs and feedback.
• Create reports for the CLSD, memos with supporting data analysis.
• Preparing reports for LAO senior management regarding various clinic and SLSO’s issues on an individual, region-wide, and system-wide basis (i.e. governance, service delivery, staffing issues etc.)
• Other duties as assigned

Required skills & experience

• A post-secondary degree in a relevant field: Business Administration, Economics,

Communications, Public Administration, or other relevant educational qualifications.

• Demonstrated experience managing digital platforms, particularly SharePoint Online, including content creation, user engagement strategies, and site administration.

• Strong communication and design skills, with experience drafting accessible and engaging content for diverse audiences across digital channels.

• Demonstrated experience with communications, policy development, board governance and/or oversight.

• Experience administering support programs such as group benefits, RRSPs, and insurance, ideally within a not-for-profit or public sector environment.

• Project management experience, including planning, execution, and reporting on special projects with cross-functional teams.

• Knowledge of risk management practices, including monitoring and reporting on operational risks such as insurance claims.

• Advanced digital literacy, including proficiency in database management, digital form development (e.g., Microsoft Forms, Power Automate), and content management systems.

• Understanding of accessibility standards (e.g., AODA) and best practices in digital communication and service delivery.

• Strong analytical and reporting skills, including the ability to compile, interpret, and present data to support decision-making.

Assets

• Knowledge of LAO’s mandate and service delivery models is an asset.

• French language proficiency and/or additional languages are considered assets.

Organizational Competencies

• Client Focus – Demonstrates a commitment to understanding and meeting the needs of internal and external stakeholders, including entity service providers.

• Digital Fluency and Innovation – Embraces and leverages digital tools (e.g., SharePoint, forms, intranet platforms) to improve communication, engagement, and service delivery.

• Adaptability and Flexibility – Responds effectively to changing priorities, technologies, and stakeholder needs in a dynamic environment.

• Personal Motivation and Accountability – Takes ownership of responsibilities, delivers high-quality work, and follows through on commitments.

• Focus on Quality and Best Practice – Applies a continuous improvement mindset to processes, communications, and stakeholder support.

• Problem Solving and Judgement – Uses sound judgment and analytical skills to assess risks, resolve issues, and make informed decisions.

• Organizational Awareness – Understands LAO’s mandate, structure, and strategic goals, and aligns work accordingly.

• Teamwork and Collaboration – Works effectively with colleagues across departments and with external partners to achieve shared goals.

• Equity, Diversity, and Inclusion – Demonstrates respect for diverse perspectives and actively contributes to an inclusive and equitable workplace.

• Multilingual Communication – Knowledge of languages in addition to English is an asset, particularly in supporting diverse communities.

To apply submit a cover letter & résumé.

Final candidates for this position will be required to undergo a criminal record check.

Only those candidates selected for an interview will be notified by email.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) and the successful incumbent will be governed by the provisions of a collective agreement and subject to union dues.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

First time applying to LAO? You will need to create a profile AND then apply for the position.
Already have an Njoyn account? Just sign in and select "my jobs" to apply.

Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com

Equity Statement

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.