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As part of LAO's Universal Intake multi-year strategy, our Client Contact Centre launched an Extended Hours Pilot in early 2021. Specifically, we will be expanding our hours of operation from 5 PM until 7:30 PM, Monday to Friday, on a 1-year trial. In order to run this pilot, we are seeking to hire a number front-line and supervisory staff – both part-time and full-time, both bilingual and unilingual, to support clients and staff weekdays until 7:30 PM, for the duration of the pilot.
3 months of training and hands on experience in for this position will begin in early fall of 2021, on a full-time basis, during core business hours (between 9 AM and 5 PM). Upon successful completion of the training the successful candidate will move to extended late shift schedule and part time hours.
If you have a passion for client service, and are interested in the opportunity working off hours on a 1-year trial, LAO's Contact Centre may be the place for you!
The incumbents will use their excellent client service skills and knowledge of Legal Aid Ontario to meet client needs and expectations through the use of a telephone based Client and Lawyer Support Centre.
If you are a current employee of the CLSC this will be a 12-month secondment opportunity.
Client and Lawyer Support Centre – Working from Home
Reporting to: Manager Supervisor, Client Service Centre
For Part Time staff the hours of work will be 11:30 AM -7:30 PM 1 day a week, 3:30 PM to 7:30PM 4 days a week after the training period.
For Full Time staff hours of work will be 11:30 AM -7:30 PM Monday to Friday after the training period.
• Assisting callers in a contact centre environment and by providing assistance in priority sequence
• Determining applicant's legal eligibility for legal aid service, following guidelines set out in LAO's policy and procedure materials
• Analyzing financial eligibility for legal aid service, based on understanding of the applicant's financial records and LAO's policies and procedures
• Making a decision to whether or not to issue a legal aid certificate, based the applicant's legal and financial assessment and LAO eligibility policies
• Explaining where, when and how to access non-certificate services available to applicants, including, local legal service centres, legal clinics, duty counsel, and the lawyer referral service
• Clarifying status of specific legal aid files, in response to telephone inquiries from clients and lawyers
• Entering and maintaining client files and details in PeopleSoft, Excel, Databases, or other software for future review by other LAO staff, including paralegals and/or lawyers
• Documenting client issues and escalating to other LAO departments or area offices
• Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
• Accessing client information through the use of PeopleSoft and other computer systems
• Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
• Working with exposure to emotionally charged situations, e.g., providing information to upset or agitated clients or employees
• Performing back office file review, decision making and processing duties for certificates and/or contribution agreements
• Other related duties as required
Required skills & experience
•Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems.
• A solid understanding of LAO's policies, procedures, financial and legal eligibility criteria and experience in making decisions on the eligibility of legal aid applicants
• Excellent verbal and written communication skills and sound judgement for dealing with applicants and lawyers with a demonstrated aptitude in interviewing a diverse clientele to elicit appropriate information
• Organizational skills with excellent attention to detail, and the ability to multitask
• Intimate knowledge of LAO and its operations (as they relate to civil law, criminal law, and duty counsel processes) to provide outstanding service to our diverse client base
• Knowledge of the larger social justice network in which LAO operates
• Demonstrated competency with the PeopleSoft system and proficiency with Microsoft Office Software
• Demonstrated Proficiency in oral and written French (as well as English), selected candidates will be tested)
• Experience in supporting clients in an online chat environment is considered an asset
Organizational Competencies Expected
• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgment
• Organizational Awareness
• Teamwork and Collaboration
This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) Local 525 and, therefore, union dues will be deducted bi-weekly.
To apply submit a covering letter & résumé.
Currently the training classes are scheduled are to run 9 AM – 5 PM between September 13, 2021 and December 10, 2021. Upon successful competition of this training, hours of work will be:
Monday, Wednesday, Thursday and Friday: 3:30 PM-7:30 PM
Tuesday: 11:30 AM -7:30 PM
Additional hours may be available, should there be a business need
This position will also require occasional travel to LAO offices as required.
Only those candidates selected for an interview will be notified.
Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.
First time applying to LAO? You will need to create a profile AND then apply for the position.
Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.
Trouble applying? For telephone support please call 1-877-427-7717 or email: firstname.lastname@example.org.
Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to diversity and inclusion. Accommodations are available upon request.
Legal Aid Ontario encourages applicants from equity seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis descent, persons with disabilities, women, members of racialized communities and the 2SLGBTQ+ community. We recognize the value of diversity, equity and inclusion and are committed to addressing systemic barriers, and attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.