Law Society of Ontario

  • Counsel, Intake & Resolution, Professional Regulation

    Job Location CA-ON-Toronto
    Job ID
    2018-1690
    # Positions
    3
    Job Type
    Full Time
    Years of Experience
    7
    Term
    Permanent
  • OVERVIEW

    JOB PURPOSE:

     

    Intake & Resolution Counsel is responsible for the timely, accurate, and efficient review of complaints received from the Client Service Centre and for the substantiation, streaming and disposition of regulatory files to other Departments departments within the Regulatory Division. Intake & Resolution Counsel conducts a risk assessment, identifies the regulatory issues, and collects information/documentation in order to close or stream files.  As part of the gatekeeper function for the Division, Intake & Resolution Counsel resolves and closes files where further investigation of the regulatory issues is not warranted. Intake & Resolution Counsel conducts a risk assessment of the regulatory issues identified in a complaint, as well as of the licensee’s status history, complaints history and discipline history.  Intake & Resolution Counsel acts as a legal resource to the Intake & Resolution Officers.  Intake & Resolution Counsel conducts legal and other research, as is necessary.

     

    QUALIFICATIONS REQUIRED:

     

    • An LL.B. or J.D. and a member in good standing of the Law Society of Ontario*. 
    • A minimum of 7 to 10 years’ related experience in private practice and/or legal experience with a Regulatory body or government environment with exposure to administrative law, specifically the areas of family law, real estate, estates and civil litigation. 
    • Training in Alternative Dispute Resolution/Mediation is considered an asset.
    • Solid understanding of the Law Society’s mandate, services, legislation and policies, including the Rules of Professional Conduct.
    • Solid knowledge of substantive law and procedures including the areas of real estate, estates and civil litigation.
    • Familiarity with law office practice and procedures, and legal accounting.
    • Knowledge of current trends and developments in the legal profession and their practical application.
    • Computer literacy, including Word Processing and Spreadsheet applications, the AS400, internet and intranet, and other Law Society applications.
    • Expressive and persuasive in both spoken and written language in the review, assessment, substantiation, streaming and disposition of complaints.
    • Strong 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/Customer Service Planning

     

    • In collaboration with the Director and the Assistant Manager, develops standards, procedures, templates, tools and performance targets for use within the Intake & Resolution department and the Division. 
    • Intake & Resolution Counsel is responsible for critically reviewing and conducting a risk assessment for all new cases assigned. 
    • Intake & Resolution Counsel prepares a range of documentation in relation to complaints, including substantiation letters, Requests for Instructions to Investigate, Transfer Memoranda, closing letters and other correspondence.
    • Intake & Resolution Counsel identifies the regulatory issues and frames the regulatory case. 
    • As part of the gatekeeper function for the Division, Intake & Resolution Counsel resolves and closes files where further investigation of the regulatory issues identified is not warranted.
    • Where licensee conduct is already being investigated, Intake & Resolution Counsel co-ordinates with other Regulatory staff to develop a holistic, comprehensive response, while not jeopardizing other Regulatory actions. 
    • Intake & Resolution Counsel provides case management oversight and co-ordination to staff in other departments within the Division who may be dealing with the same licensee.
    • Intake & Resolution Counsel acts as a liaison with the Client Service Centre, Investigation Services, Trustee Services, Regulatory Compliance and Compensation Fund to ensure the consistent, accurate and timely intake and streaming of regulatory files, and the co-ordination of case management decisions.

     

    Client/Customer Service Delivery
     

    • Intake & Resolution Counsel receives and reviews incoming complaints regarding conduct, capacity, good character and unauthorized practice. 
    • Critically reviews materials, determining the regulatory issues and substantiates complaints when information is lacking. 
    • Communicates with complainants and/or licensees in order to obtain documentation in support of the complaint, and provides practical solutions.
    • Conducts a risk assessment on all incoming cases. 
    • Assesses merits of complaints, including strengths and/or weaknesses of regulatory issues raised. 
    • Prepares a full range of documentation in relation to complaints including correspondence with complainants and licensees, Instructions to Investigate (including conduct, capacity, good character, and unauthorized practice), reports, closing letters and memoranda, and other correspondence. 
    • Provides case management oversight and co-ordination to other departments within the Division, who may be dealing with the same licensee. 

     

    Policy Development

     

    • In collaboration with the Director and the Assistant Manager, identifies emerging issues related to the Intake & Resolution function within the Division.
    • Identifies, recommends and drafts policies and other initiatives to address these issues. 
    • Prepares legal research, reports and analysis in support of policy development, as assigned by the Director and/or Assistant Manager.

     

    Team Membership

     

    • Works closely with other Counsel, Intake & Resolution Officers, and staff in other Regulatory Departments, to ensure quality in the delivery of Intake & Resolution processes, resulting in a consistent approach to the timely and efficient review, substantiation and streaming of regulatory files.
    • Acts as a legal resource to Intake & Resolution Officers to promote the sharing and transfer of legal knowledge and expertise among non-lawyers.

    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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