The Law Society of Upper Canada

Bilingual Officer, Intake & Resolution, Professional Regulation

Job ID
# Positions
Job Type
Full Time
Years of Experience





The Intake & Resolution Officer is responsible for the timely, accurate and efficient review of complaints received from the Client Service Centre and for the substantiation and resolution of complaints for which legal expertise and advice of Counsel is not required. The Intake & Resolution Officer identifies the regulatory issues and collects information/documentation in order to resolve and close files.  The Intake & Resolution Officer conducts a risk assessment of the regulatory issues identified in a complaint, as well as of the licensee’s status history, complaints history and discipline history.  The Intake & Resolution Officer closes files where further investigation of the regulatory issues is not warranted. The Bilingual Officer attends to activities equally effectively in English and French. 




  • A Law Clerk diploma or equivalent law firm experience.
  • 5 years’ experience as a law clerk or paralegal licensee, including experience and/or formal training in ADR theory and technique.
  • Solid understanding of the Law Society’s mandate, services, legislation and policies, including Rules of Professional Conduct and Paralegal Rules of Conduct.
  • Knowledge of current trends and developments in the legal profession.
  • Knowledge of a variety of dispute resolution techniques and their appropriate application.
  • Computer literacy, including familiarity with MS Office and SharePoint. 
    Expressive and persuasive in both spoken and written language in French and English in facilitating resolution and disposition of complaints.
  • Able to reason through complex spoken and written information.




Client / Customer Service Delivery


  • In collaboration with the Manager, and the Assistant Manager, Intake & Resolution Officer reviews, evaluates and resolves diverse and varied files to ensure licensee compliance with statutory / regulatory requirements. 
  • Provides direct customer service for assigned case load, including critically reviewing and conducting a risk assessment on all new Cases assigned.  
  • Identifies the regulatory issue, obtains the necessary information/documentation to resolve and close files.  
  • Communicates with complainants and licensees to obtain additional information/documentation and provides practical solutions and outcomes.
  • Resolves complaints in accordance with established customer service and Departmental goals. Effectively redirects files when a resolution cannot be achieved or is not appropriate.    
  • Prepares a range of documentation in relation to complaints, including substantiation letters, s.49.3 Instructions to Investigate, Transfer Memoranda, closing letters, and other correspondence.
  • Where licensee conduct is already being investigated, works with other Regulatory staff and Counsel to develop a holistic, comprehensive response, while not jeopardizing other Regulatory actions.
  • Provides case management oversight and co-ordination to the Departments within the Division who may be dealing with the same licensee. May attend at discipline hearings as a witness. 

Policy Development


  • In collaboration with the Manager and Assistant Manager, identifies emerging issues related to the Intake & Resolution function within the Division. 
  • Identifies, recommends and participates in the development of policy when assigned.   

Team Membership


  • Works closely with Manager and Assistant Manager and other team members, the Client Service Centre staff, and staff in other Regulatory Departments, to ensure quality in the delivery of Intake & Resolution processes and procedures, resulting in a consistent approach to the timely and efficient review, resolution, and closing of regulatory files. 
  • Promotes the sharing and transfer of knowledge and information among team members.



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 non-threatening 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.


Continuous Improvement


The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.


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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