The Manager, Intake & Resolution is responsible for managing the Intake & Resolution team and ensuring the effective management of the intake and resolution processes, providing leadership to a team of Counsel and Officers in the timely review, substantiation, resolution and transfer of appropriate cases for investigation in accordance with the Law Society Act, Regulations and by-laws.
The Manager, Intake & Resolution ensures consistency in the identification of regulatory cases to be investigated. The Manager, Intake & Resolution ensures that closure of cases is appropriate and supportable, and that further investigation is not warranted. The Manager, Intake & Resolution responds to escalated complaints by complainants and licensees, on the telephone or in writing. The Manager, Intake & Resolution reviews all judicial referrals and conducts a risk assessment to determine if the licensee is appropriate for the mentoring stream.
*By submitting your application for employment, 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 employment at the Law Society.
Client / Client Service Planning
Client / Customer Service Delivery
Performance Goals, Targets and Standards
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.
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.
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.
The requirement to work towards and embrace change in the workplace.
The requirement to behave with integrity, credibility and honesty when dealing with others, as well as the requirement to grow and develop employee capabilities.