The Law Society of Upper Canada

Complaints Resolution Commissioner

CA-ON-Toronto
Job ID
2017-1476
# Positions
1
Job Type
Part time
Years of Experience
10
Term
8 - 12 days per month, 2 - year part-time commitment - renewable

OVERVIEW

ROLE SUMMARY:

 

The Complaints Resolution Commissioner (CRC) is responsible for the review of complaints made by members of the public including clients and other licencees that are closed by Law Society staff.  The Commissioner reports on his/her findings at the conclusion of the review.  

 

QUALIFICATIONS REQUIRED: 

 

  • A university degree in law, or equivalent education.
  • If a licensee, must be in good standing with the Law Society of Upper Canada.*
  • A minimum of 10 years’ progressive, related experience gained in a legal office, law practice, Tribunal or comparable complex organization. 
  • The incumbent must be familiar with the operations of the Law Society, legal office/law practice, or comparable institutional settings. 
  • Solid understanding of the Law Society’s mandate, services, legislation and policies, or willingness to learn.
  • Poised presence, and expressive and persuasive in both spoken and written language for individual and /or group situations.
  • Solid analytical skills to reason through complex spoken and written information, and to articulate responses and information in an audience-appropriate format.
  • Prior people management experience.
  • Proven relationship building skills.
  • Ability to build rapport with complainants.
  • An overall understanding of regulatory principles.
  • Ability to work effectively in a process-driven environment.
  • Broad knowledge of dispute resolution mechanisms.
  • Computer literacy, including familiarity with word processing and email applications.
  • Fluency in both official languages is a definite asset.
  • Understanding and appreciation of the diversity of Ontario.

 

 * By submitting your application, 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 this role at the Law Society.

 

 

KEY ACCOUNTABILITIES

Client / Customer Service Planning 

 

  • The Commissioner ensures that the review process is fair, accessible, transparent and effective. 

Client / Customer Service Delivery 

 

  • Responsible for the complaints resolution process as defined in the Law Society’s by-laws. 
  • Reviews complaints files closed by Law Society staff where the complainant is dissatisfied with the outcome and / or the process, makes recommendations for the consideration of the Executive Director of Professional Regulation as to additional investigation/resolution and identifies issues with process and result in individual cases. 
  • Reviews the investigative, procedural and analytical steps taken by staff, and all relevant materials.
  • Determines whether the decision to close the file was reasonable. 
  • Communicates decision to the complainant and the organization, using appropriate channels and language. 
  • Provides feedback to the Law Society on case process to contribute to improvement in pre-discipline processes. 
  • Reports annually to Convocation on the results of reviews. 
  • Consults with counsel for advice and assistance as appropriate. 
  • May be called upon to resolve disputes utilizing Alternative Dispute Resolution (ADR) methods. 

Team Membership 

 

  • The Commissioner provides feedback to the Chief Executive Officer, and through that office, to the Executive Director of Professional Regulation on improving processes, and supports a positive and effective team environment.

 

COMPETENCIES

 

 Service Orientation
 
The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).

 

Communication and Interpersonal Skills
 

The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a reassuring and constructive way.

 

Team Orientation
 

The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.

 

Problem Solving and Judgement

 

The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.

 

Technical Competence / Professional Knowledge
 

The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.

 

 

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