Law Society of Ontario

  • Administrative Assistant, Office of the Complaints Resolution Commissioner (CRC) - Contract/secondment to December 14, 2018

    Job Location CA-ON-Toronto
    Job ID
    # Positions
    Job Type
    Full Time
    Years of Experience
    Contract/secondment to December 14, 2018



    The Administrative Assistant, Office of the CRC (the Administrative Assistant), under general supervision of  the Senior Coordinator, Office of the CRC (the Senior Coordinator), provides administrative and technical support and assistance to the Complaints Resolution Commissioner (the Commissioner),  the Manager, Office of the CRC (the Manager), Counsel and the Senior Coordinator, including assisting the Senior Coordinator with the efficient coordination of the Law Society’s complaints review process, document processing, the handling of internal and external customer needs and the coordination of information received by the CRC.  




    • A college diploma with a legal secretarial specialization, or equivalent training and / or experience.
    • Minimum 3 years’ experience providing secretarial and administrative support in a confidential environment.
    • Knowledge of, or a willingness to learn, the Law Society’s regulatory process, and in particular a solid understanding of the complaints review and resolution processes, services and the operations of the Office of the Complaints Resolution Commissioner.
    • Proficiency in word processing (including Word), databases (IRIS), e-mail, and the Internet/Intranet, and any new or alternate case management systems.
    • Strong typing skills, with the ability to type 60 error free words per minute.
    • 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.


    Client / Customer Service Delivery


    • Provides general administrative assistance and support to the Office of the CRC with respect to the processing of requests for review, including typing, revising and finalizing documents, photocopying, faxing, screening and drafting routine correspondence, memoranda, and reports. 
    • Receives and sorts incoming mail, identifying and prioritizing requests for review, responding to written communications and completing case file preparation, including historical searches and data entry requirements. 
    • Assists in determining jurisdiction to review the complaint, coordinating the complaints review and resolution meeting schedule, notifying the complainants, in writing, about the meeting date, distributing review files and related material, booking meeting rooms and security officers, retaining the services of interpreters and reminding complainants of upcoming meeting dates. 
    • Receives and responds to general inquiries from complainants, in advance of the meeting, maintains electronic and paper files in accordance with established protocol, answers routine inquiries and completes telephone follow up on behalf of the Office of the CRC ensuring customer service standards are maintained while supporting the independent review of complaints against lawyers and paralegals. 
    • Assists the Senior Coordinator with follow-up activities to complete the review files, including communicating with complainants who fail to attend the meeting, rescheduling meetings, drafting and sending correspondence to the complainants 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.  Performs other related administrative duties as assigned.
    • Assists in maintaining the incoming and outgoing files, including privileged and strictly confidential information and works with Law Society staff to ensure timely responses to communications, timely transfer of files and timely scheduling of review and resolution meetings and prompt closings. 
    • 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 meetings and related files are documented. 


    Financial Responsibility


    • Assists in requisitioning supplies and materials and ensures the smooth operation of computer systems, equipment and machinery, arranging for maintenance and repair work as required.


    Team Membership


    • Works closely and cooperatively with the Commissioner, and other staff in the Office of the CRC and, more generally, in the Law Society’s Professional Regulation Division.  Engages in problem solving with other team members to continuously improve work flows and office effectiveness.


    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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