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.

Getting Legal Help Information for Lawyers Newsroom Publications & Resources About LAO

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.

Primary function

This position is responsible for providing Tier 2 Client Lawyer Service Centre (CLSC) services

to clients who choose to access Legal Aid Ontario (LAO) by telephone and online chat. This

includes interviewing legal aid applicants over the phone to obtain the legal and financial

information necessary to decide whether a legal aid certificate should be issued, or if

alternative service is appropriate.

This is a 100% Work from Home position.

Key accountabilities

·         Assisting callers in a contact centre environment and by providing assistance in priority

·         sequence

·         Determine applicant’s legal eligibility for legal aid service, following advanced guidelines set

·         out in LAO’s policy and procedures

·         Actively solicit and analyze applicant’s financial eligibility for legal aid service, based on

·         understanding of the applicant’s financial details and LAO’s policies and procedures

·         Making a decision whether or not to issue a legal aid certificate, based the applicant’s legal

·         and financial assessment, and LAO eligibility policies

·         Explaining where, when and how to access non-certificate services available to applicants, including, local legal service centres, legal clinics, duty counsel, and the lawyer referral service

·         Clarifying status of specific legal aid files, in response to telephone inquiries from clients

·         Entering and maintaining client files and details in customer relationship management (CRM) software, spreadsheets, databases, and other tools

·         Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information

·         Documenting client issues and escalating to other LAO departments as appropriate

·         Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices

·         Working with exposure to emotionally charged situations and distressing or traumatic content for example, providing support to agitated clients or hearing disclosures of traumatic experiences

·         Performing back office file review, decision making and processing duties for certificates and/or contribution agreements

·         Other related duties as required

Required skills & experience

·         Excellent customer service skills with the proven ability to empathetically manage difficult

·         client relationships while effectively resolving outstanding issues or problems

·         Ability to efficiently elicit and process the necessary information from a diverse clientele,

·         reasoning out and making sound judgements around eligibility

·         Excellent verbal and written communication skills with a demonstrated aptitude for

·         interviewing

·         Organizational skills with excellent attention to detail and the ability to multitask

·         Knowledge of the larger social justice network in which LAO operates

·         Proficiency with Microsoft Office Software

·         Experience in supporting clients in an online chat environment is considered an asset

·         Demonstrated Proficiency in oral and written French (as well as English), selected

·         candidates will be tested)

Organizational Competencies Expected

·         Client Focus

·         Adaptability and Flexibility

·         Personal Motivation and Accountability

·         Focus on Quality and Best Practice

·         Problem Solving and Judgment

·         Organizational Awareness

·         Teamwork and Collaboration

Additional Requirements:

A dedicated computer system with all required software will be provided to successful

candidates throughout their employment, including an Ethernet cable that will need to be

connected to an employee provided high-speed home internet connection.

Sufficient actual bandwidth must be available during business hours in addition to any

personal use in the home. Minimum employee home internet requirements include:

·         Supported: Cable, DSL and Fibre

·         Not Supported: LTE, Satellite or Wireless

·         Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload: 20 Mbp

·         Actual required speeds during business hours: Download: 25 Mbps/Upload: 10 Mbps

·         The candidate’s existing internet provider and package will be validated during the pre[1]screening process, based on the physical address provided for the candidate’s remote work location. In some cases, employee internet speeds may need to be increased in order to meet business needs.

·         Currently, the virtual live mandatory training is scheduled between (full participation is required):

·         Monday November 23, 2026 - Tuesday December 15, 2026

·         Tuesday May 25, 2027 - Wednesday June 23, 2027

What do we offer?

At Legal Aid Ontario, we are committed to fostering a supportive and rewarding work

environment for our employees. Our comprehensive benefits package reflects this

commitment and is designed to enhance both professional and personal well-being.

We have a comprehensive health and wellness program that include dental, health and life

insurance along with Basic Accidental Death & Dismemberment (AD&D) Insurance, Short[1]Term Disability (STD), and Long-Term Disability (LTD) coverage.

Employees at Legal Aid Ontario also enjoy generous paid time-off policy including vacation

days, illness days, discretionary days and statutory holidays.

Employees are eligible to be enrolled to OPSEU Pension Plan, administered by OPSEU

Pension Plan Trust Fund (OPTrust).

How to apply?

Submit a résumé and cover letter.

Please clearly set out in your cover letter why you are interested in the Legal Aid Worker

position, and highlight relevant experience, skills, and training that make you an ideal

candidate.

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

This position is represented by OPSEU and the employee will be governed by the provisions

of the collective agreement and union dues will be deducted bi-weekly from date of hire.

Note: If a permanent employee, currently represented by OPSEU, is the successful candidate

for this opportunity, they will return to their home position at the conclusion of this assignment,

if the position continues to exist.

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 résumé 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 a position with 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.

Are you interested in this job?