Law Society of Ontario

  • Manager, Intake & Resolution, Professional Regulation

    Job Location CA-ON-Toronto
    Job ID
    2018-1617
    # Positions
    1
    Job Type
    Full Time
    Years of Experience
    10
    Term
    Permanent
  • OVERVIEW

    JOB PURPOSE:

     

    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.

     

    QUALIFICATIONS REQUIRED:

     

    • An LL.B. or J.D. plus membership in good standing with the Law Society of Ontario*, including Alternative Dispute Resolution and/or Administrative Law training at a senior level.
    • A minimum of 10 years’ working experience in a regulatory or legal environment, including practical legal experience.  At least 5 years should be at a supervisory/management level directing the activities of professional and nonprofessional staff, including budget and process analysis, change management, and implementation.
    • The incumbent may be required to attend at conferences and professional development courses. There may be overnight travel to attend conferences.
    • Solid understanding of the Law Society’s mandate, services, legislation and policies.
    • In depth knowledge of administrative law, administrative procedures and innovative case management tools to be applied to the effective review, assessment and streaming of complaints.
    • Knowledge of best practices related to employee relations.
    • Proficiency in word processing, spreadsheet and database applications, internet and intranet.
    • Broad understanding of the application of technology, preferably in a regulatory/legal environment.
    • Expressive and persuasive in both spoken and written language in facilitating resolution and disposition of complaints.
    • Superior analytical skills to reason through complex spoken and written information.

    *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.

    KEY ACCOUNTABILITIES

    Client / Client Service Planning 

     

    • In conjunction with the Executive Director, Regulatory Managers and Assistant Managers creates, and ensures the development and consistent application of the procedures and criteria for the transfer of appropriate cases for investigation. . 
    • Ensures the development, consistent application and maintenance of superior resolution procedures and techniques by staff.  
    • Reviews all incoming complaints, conducts an initial risk assessment, and determines the appropriate file assignments. 
    • Continuously monitors Intake processes, resolution approaches, case streaming and case management decisions. 
    • Evaluates and recommends changes to department work processes and procedures, and transfers knowledge regarding process and best practices throughout the Division. 
    • Liaises with other Regulatory Managers and Assistant Managers, and contributes to the ongoing development, improvement and implementation of policies, processes and procedures relating to the resolution of and the investigation of complaints by the Division. 

    Client / Customer Service Delivery

     

    • In conjunction with the Assistant Managers, reviews all incoming complaints received from Complaints Services, conducts a risk analysis, and makes initial file assignments for each new complaint. 
    • Assigns new cases to Counsel or Officers based on specific case types, risk factors, the licensee’s complaints history and discipline history. 
    • Monitors the service delivery by individual Counsel and Officers, ensuring that established standards are maintained, and provides guidance, legal expertise and mentoring regarding high risk and complex complaints, identification of regulatory issues, case streaming and case management decisions. 
    • In conjunction with the Assistant Managers, reviews closing letters drafted by staff to ensure consistency of approach and supportability of decisions. 
    • Responds to escalated complaints, as required, either on the telephone or in writing. 
    • The Manager, Intake & Resolution will carry a case load or have oversight on complex high profile matters. 

    People Leadership

     

    • Hires, trains, develops and evaluates Assistant Managers, Counsel, Officers and Administrative staff accountable to the Manager in accordance with the policies of the organization and best human resources practices. 
    • Fosters a positive working environment by clarifying goals, building the commitment of individuals, strengthening the team’s collective skills and encouraging creativity, problem solving and effective alternative dispute resolution and facilitation. 
    • Provides advice to team members on a range of legal issues, regulatory issues and responses. 

    Performance Goals, Targets and Standards

     

    • Collaborates with the Executive Director and other members of the Division’s management team to develop standards and best practices in resolution, case planning, and case management for the Division. 
    • Provides leadership to the Assistant Managers in the development and implementation of consistent standards, documentation and procedures with respect to case review, risk analysis, substantiation, issue identification, resolution and case management decisions. 
    • Works with team members and the Executive Director to monitor, refine and continuously improve processes, team and individual performance against established targets.    
    • Promotes continuous improvement of the intake and resolution functions. Establishes, verifies, implements and continuously improves performance targets and standards within the strategic and operational goals of the department. 
    • Provides ongoing guidance and ensures knowledge transfer, evaluation of processes and ongoing improvement for departmental policies, processes and procedures.  

    Policy Development

     

    • Monitors new and in-progress case files for trends and patterns, and assesses the implications of same with respect to case inventory, streaming and workload management issues. 
    • In conjunction with the Executive Director, other Regulatory Managers and Assistant Managers, identifies issues for the profession, participates in the development of policy relating to the resolution and investigation of complaints, and contributes information and expertise to policy development initiatives in other regulatory functions as appropriate.   

    Team Membership

     

    • Works closely with the Executive Director, other Regulatory Managers and Assistant Managers  regarding the appropriate risk assessment, resolution, investigation and streaming of cases to ensure quality and consistency of approach in case management decisions. 
    • Manages the efficient and effective operation of the Intake & Resolution team by ensuring appropriate access to resources (tools, expertise), training and development opportunities, and facilitates team problem solving and alternative dispute resolution.

    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.

     

    Embracing Change

     

    The requirement to work towards and embrace change in the workplace.

     

    People Leadership

     

    The requirement to behave with integrity, credibility and honesty when dealing with others, as well as the requirement to grow and develop employee capabilities.

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