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 Operations Intake Support department is a cornerstone of LAO’s new service delivery model, which improves coordination of legal aid services by providing clients with the right service at the right time. By streamlining client intake, LAO can implement consistent application and business processes across the province, providing better service to clients and greater value to taxpayers. Operations Intake Support works alongside the Contact Centre, Centralized Services and Operational Policy Management to manage client intake services, support service providers, and build relationships with justice system partners.

This position will be responsible for planning, developing and executing projects and operational initiatives within the Operations Intake Support department.

Primary Location: Toronto - Provincial Office
Secondary Location: N/A

Reporting to: Senior Advisor with indirect to Director, Operations Intake Support

Key accountabilities

• Support the Operations Intake Support team in developing, planning, executing and evaluating projects and operational initiatives.
• Lead the implementation of a new contact centre solution, in coordination with the Operations team, IT and external vendors.
• Coordinate internal and external stakeholders to deliver a new learning management platform.
• Coordinate project plans, timelines, and resources to ensure projects and operational initiatives are well coordinated with stakeholders and delivered in an effective and efficient way.
• Define and document project and initiative requirements; and negotiate service standards/expectations in collaboration with key stakeholders
• Assist in the development of procurement documentation, business cases and briefing notes to support various projects and operational initiatives
• Evaluate and report on projects and initiatives, and identify and prioritize continuous improvement opportunities
• Coordinate, facilitate and document working sessions with internal and external stakeholders in support of projects, operational initiatives and general department business planning.
• Seek out new opportunities for improved operational support and process streamlining, enhanced client service and satisfaction
• Develop project and initiative reporting as required, including highlighting accomplishments, issues and risks
• Collaborate with managers and staff in Operations Intake Support as well as other LAO stakeholders.
• Other duties as required.

Required skills & experience

• Minimum 3 years project management and/or operational coordination experience

• Experience working in and/or supporting a client service operational environment

• Knowledge of modern Project Management principles and methodologies; project planning and management documentation techniques; and data analysis practices

• Experience developing reports and/or evaluation documentation.

• Experience translating program needs into business and/or project requirements and plans

• Experience working with external vendors and coordinating with LAO project members while maintaining agreed upon timelines

• Ability to organize, prioritize and manage numerous competing, time sensitive tasks concurrently

• Strong sense of client-focused service

• Extensive working knowledge of MS Word, Excel, PowerPoint, and Outlook and an understanding of how these are applied to LAO business practices

• Excellent oral, written and presentation communication skills.

Organizational Competencies Expected:

• Client Focus

• Adaptability and Flexibility

• Personal Motivation, Accountability and Time Management

• Focus on Quality and Best Practice

• Problem Solving and Judgement

• Organizational Awareness

• Teamwork and Collaboration

• Stakeholder Engagement

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

To apply submit a cover letter & résumé.

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.