Supervisor, Centralized Services

3 months ago

Toronto, Canada Legal Aid Ontario Full time

**Company Bio**

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

**Primary function**

LAO is in the process of developing an organization-wide hybrid workplace model, taking into consideration the range of services and roles performed throughout the organization. During this development phase, the work of this role is hybrid and structured to provide some remote work and some in-person presence will be required.

Home Location: Province Wide

Reporting To: Manager, District Operations, Centralized Services, Operations Division

**Key accountabilities**
- Reporting and HR responsibility for Legal Aid Workers and Support Staff in the Centralized Services Department.
- Other HR responsibilities: Recruitment/onboarding; Computer Access; Training Plan and Monitoring; Performance Excellence Program (PEP) for department staff; OPSEU issues; Department Staff Meetings; Daily Management of department staff in person and remote.
- Supervise the day-to-day operations of the Centralized Services Department staff to achieve client service excellence while effectively utilizing resources and meeting key departmental goals.
- Lead a team of unionized staff; monitor performance measures; coach staff on meeting their individual targets; supporting staff in reaching their performance goals.
- Schedule and monitor the rotation of work assignments for department staff.
- Certificate Management: Oversee certificate transactional work and provide supervision of department staff
- Assisting Directed Interaction (DI) clients.
- Monitor and audit client interactions for quality and provide constructive coaching and feedback in order to deliver excellent client service.
- Monitor, measure, analyze and escalate issues as appropriate.
- Assist the Manager District Operations, Manager Certificate Services, and Director to respond to stakeholder requests, including from the Client Service Centre (CSC) / Lawyer Service Centre (LSC), client requests for review, interdepartmental inquiries, local agencies, lawyers and members of the public.
- Collaborate and coordinate with district and provincial office partners in the delivery of LAO’s Continuum of Client Services.
- When necessary, this position may be required to respond to client and lawyer inquiries.
- Coordination of document management resources, and tools, such as shared network drives, SharePoint, MS Teams, etc.; maintenance and upkeep of departmental documentation, including operational process, procedure, and instructional tools.
- Other related administrative and supervisory duties as required.

**Required skills & experience**
- Intimate knowledge of LAO and its operations (as they relate to criminal, family, refugee/immigration, and civil law, as well as duty counsel processes) to directly provide outstanding service to our diverse client base.
- Demonstrated certificate management experience related to amendments, authorizations, change of lawyer, request for review, appellate review, reconsideration, etc.
- Leadership experience motivating, developing and encouraging staff.
- Demonstrated proficiency with PeopleSoft, Microsoft Office and SharePoint).
- Outstanding problem solving, conflict management and analytical skills.
- Excellent written and verbal communication skills.
- Well-developed customer service and relationship building skills.
- Ability to communicate in written and oral French is considered a strong asset.
- The ability to provide on site or remote, day-to-day or as needed supervision of DO staff.

Organizational competencies expected
- Client Focus
- Adaptability and Flexibility
- Personal Motivation and Accountability
- Focus on Quality and Best Practice
- Problem Solving and Judgement
- Organizational Awareness
- Teamwork and Collaboration
- Interpersonal Communication and Emotional Intelligence

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**Equity Statement**

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic

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