The Law Society of Upper Canada

Officer, Case Management, Professional Regulation - contract to February 2019

CA-ON-Toronto
Job ID
2017-1512
# Positions
1
Job Type
Full Time
Years of Experience
5
Term
Contract/secondment to February 9, 2019

OVERVIEW

JOB PURPOSE: 

 

The Officer, Case Management is responsible for assisting in the management and development of the Professional Regulation Division’s (“Division”) case management system, (“IRIS”), assisting in generating and analyzing statistical information & creating reports, maintaining and developing department projects, particularly the Discipline History Project and assisting in the maintenance of various division-wide projects. Tasks include liaising with IRIS stakeholders to establish business needs, creating and modifying configuration in IRIS according to business needs, providing advanced support and training to users of IRIS, collecting and maintaining statistics on and documentation relating to ongoing regulatory proceedings in the Division, responding to routine requests for statistical information and documentation, preparing reports and reviewing and analyzing regulatory decisions and reasons. 

 

QUALIFICATIONS REQUIRED:

 

  • College diploma or university degree related to the Legal field, or equivalent legal experience and/or training. 
  • Law Clerk, registered as a member of the Institute of Law Clerks of Ontario, would be an asset.
  • 5 years’ experience working in a service related environment, preferably in a legal or professional regulatory environment. 
  • Possess a solid understanding of the Law Society’s mandate, services, legislation and policies.
  • Demonstrate an aptitude for acquiring knowledge of basic administrative law principles (e.g. the duty of fairness) applicable to the mandate and function of the Law Society and of the Division.
  • Some knowledge of process and workflow management.
  • Proficiency in word processing (including Word), spreadsheets (including Excel) and database applications (AS400), e-mail and the Internet or Intranet is required.
  • Knowledge of, or a willingness to learn, other database applications including Access, DB2, and reporting tools (Crystal Reports).   
  • Experience working in a customer service related environment, preferably in a legal/professional regulation environment.
  • Ability to work independently, managing numerous tasks and projects and prioritizing their completion.
  • Experience working with Information Technology would be an asset.
  • Strong interpersonal skills related to establish and maintain consultative relationships with staff and third party vendors.
  • Clear, concise, articulate and well-organized spoken and written communication skills to effectively communicate detailed information and provide easy to understand explanations in an audience-appropriate format.

KEY ACCOUNTABILITIES

Client/Customer Service Delivery

 

  • In conjunction with Case Management Department (“Case Management”) staff, liaises with managers and other staff in the Division and in other divisions which regularly work in IRIS to establish business needs of the departments, to design and develop responses to meet the identified business needs and to assist in the deployment and implementation of the responses in IRIS. 
  • Assists in the development and preparation of training materials for IRIS users. 
  • Provides advanced support, including training sessions, to users of IRIS, as required. 
  • Collaborates with other Case Management and Law Society staff to improve work processes and procedures.
  • Maintains qualitative and quantitative information concerning Law Society regulatory proceedings, including decisions from Law Society Hearing and Appeal Divisions and the courts, in various databases, conducts analysis on information contained in the databases and generates reports in response to various requests for information about the Law Society’s regulatory function. 

Performance Goals, Targets and Standards

 

  • The incumbent contributes to departmental performance and tracking measures (statistics, reports) and engages in continuous performance improvement (work processes, procedures, service opportunities) to optimize both individual and team performance. 
  • The incumbent assists in the preparation of regular and ad hoc reports (e.g. the Division’s Quarterly Report) which analyze divisional performance and assess and measure various regulatory case targets and standards and ensures the timely dispersion and tracking of various divisional projects (e.g. satisfaction surveys).  

Policy Development

 

  • Identifies issues and collaborates with the Manager and other Case Management staff as well as staff in other departments in the Division, Client Service Centre and Information Technology to develop and implement changes to policies and processes in order to ensure that service standards are maintained at a high level, the case management system maintains a high level of efficiency and reliability and the information maintained in the IRIS application and various databases maintained in the Division is accurate, up-to-date and reliable. 

Team Skills/Membership

 

  • Works closely with other members of Case Management as well as staff in other departments in the Division, Client Service Centre and Information Technology to ensure the effective utilization of IRIS and other division resources. 
  • Facilitates training on IRIS through direct methods, super user meetings, as well as the development of training resources. 

Special Projects and Initiatives

 

  • The incumbent will be required to undertake special projects for Case Management and the Division, as assigned from time to time.

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 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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