Law Society of Ontario

  • Senior Coordinator, Office of the Complaints Resolution Commissioner (Office of the CRC) - contract, August 13, 2018 – December 14, 2018

    Job Location CA-ON-Toronto
    Job ID
    2018-1614
    # Positions
    1
    Job Type
    Full Time
    Years of Experience
    5
    Term
    Permanent
  • OVERVIEW

    JOB PURPOSE:

     

    The Senior Coordinator, Office of the CRC, under general supervision of the Manager, Office of the CRC, is responsible for the efficient coordination of the Law Society’s complaints review process with respect to the Law Society’s disposition of complaints against lawyers and paralegals, working in a fast paced environment often with difficult complainants and is responsible for the delegation of tasks to the Administrative Assistant.

     

    QUALIFICATIONS REQUIRED:

     

    • A college diploma, law clerk certification or equivalent in a relevant field.
    • A minimum of 5 years’ related experience in a similar role and must work independently, and exercise strong organization and communication skills. 
    • Knowledge of the Law Society’s processes and/or regulatory experience is considered an asset, with preferably 3 years’ experience delegating activities to support staff.
    • Knowledge of the Law Society’s regulatory process, and in particular a solid understanding of the complaints review and resolution services and the operations of the Office of the CRC.
    • Proficiency in word processing (including Word), databases (IRIS), 
    • e-mail, and the Internet/Intranet, AS 400 and any new or alternate case management systems.
    • Speaks and writes in a clear, articulate manner for individual and/or group situations.
    • Ability to speak French is not a job requirement but certainly an asset.

     

    KEY ACCOUNTABILITIES

    Client / Customer Service Planning 

     

    • Works closely with the Complaints Resolution Commissioner (the Commissioner), and the Manager to define workloads, establish work plans and schedules. 
    • Seeks information and feedback related to the effectiveness of administrative services provided, supports the independent review process of complaints against lawyers and paralegals. 
    • Performs the liaison function with complainants and Law Society staff. 
    • Reviews all requests for review to ensure the Commissioner’s jurisdiction to review the complaint. 
    • Coordinates the complaints review and resolution meeting schedule with the Commissioner and Counsel, notifies the complainants, in writing, about the meeting date, distributes all review files and related material, books security officers, retains the services of interpreters. 
    • Conducts preparatory search on lawyers and paralegals complaints history, investigation, discipline and practice review history. 
    • Reminds complainants of upcoming meeting dates and receives and responds to general inquiries from complainants, in advance of the meeting. 
    • Responds to staff inquiries and general inquiries from complainants related to the Complaints Resolution and Review processes. 

    Client / Customer Service Delivery 

     

    • Reviews, evaluates and implements administrative procedures ensuring the workload is effectively managed. 
    • Functions as a process expert, clarifying processes and procedures to complainants and Law Society staff.
    • Responds to telephone inquiries from complainants who may be frustrated, difficult and challenging.
    • On receipt of a request for review, identifies issues to be addressed in advance of scheduling the meeting, including safety issues. 
    • When necessary, provides general support to the Commissioner and Counsel during review meetings, including process information, administrative support and set up of conference calls.  
    • Conducts follow-up activities to complete the review file, including communicating with complainants who fail to attend the meeting, rescheduling meetings, drafting and sending correspondence to the complainant regarding additional information, tracking the status of the Commissioner’s decisions, obtaining approval of draft decisions, word processing the Commissioner’s decisions, securing final approvals, updating the case tracking system, and communicating results to the appropriate audiences. 
    • Prepares statistical reports and identifies issues related to complaints review activities bringing them to the Manager’s attention where necessary. 
    • Screens incoming correspondence and prepares direct responses for routine matters. 
    • Coordinates meetings between the Office of the CRC and Professional Regulation departments in order to deal with ongoing substantive and procedural issues. 
    • Performs other administrative duties as assigned by the Manager, the Commissioner and counsel and delegates tasks to the Administrative Assistant. 
    • Prepares and submits department attendance. 
    • Assists the Manager and the Commissioner with the preparation of the Annual Report. 

    Inventory Management

     

    • Maintains the incoming and outgoing files which may include privileged and strictly confidential information and works with Law Society staff to ensure timely responses to communication and timely scheduling of review and resolution meetings and prompt closings. 
    • Prepares and maintains file status report for distribution to Commissioner and Counsel and follows up with the Law Society staff with respect to delays in file transfers.
    • Maintains a status report on files referred back to the Law Society for further action.
    • Completes timely data entry into the case management system, ensuring accuracy of the data and ensuring that all activities within the context of the Review Meeting and related file are documented.  Compiles statistical data for inclusion in the Office’s Annual Report. 

    Financial Responsibility 

     

    • Assists the Manager with monitoring the operating budgets related to common expense items. 
    • Requisitions supplies and materials, and ensures the smooth operation of computer systems, equipment and machinery, arranging for maintenance and repair work as required.
    • Receives and processes office expenditure claims including making arrangements for, out of town travel, extra security officers, and other necessary expenditures. 

    People Leadership 

     

    • In conjunction with the Manager trains, develops and evaluates the Administrative Assistant. 
    • Fosters a positive working environment by clarifying goals and working closely with the Manager and Counsel to resolve more complex issues.
    • Delegates work assignments to the Administrative Assistant.

    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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