Legal Counsel, Complaints

Union: The Society

Job Number: J0725-0430

Job Title: Legal Counsel, Complaints

Job Type: Permanent Full Time

City, Province, Country: Toronto, Ontario, Canada

Job Location: Toronto

Job Category: Legal

Job Classification: SL

Posting Date: August 28, 2025

Closing Date: September 10, 2025

Salary: $90,186.96 - $154,117.41/Year

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.

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 barriers, and prioritizing, 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.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.

Primary function

Key accountabilities

• Act as the dedicated point of contact for an active caseload of Directed Interaction clients. The successful candidate will be these clients’ primary liaison with LAO for all future communications and enquiries.
• Approach DI client issues with an attitude of positivity, creativity, and proactive problem solving.
• Respond to DI client requests and address issues across the spectrum of certificate management services, including answering telephone calls from clients and counsel, assisting lawyer managers and staff lawyers with client queries, referrals, requests for information, etc. and providing clear, concise certificate instructions to designated Centralized Services staff.
• Manage designated complaint files, including Stage 2 complaints.
• Provide additional legal advice and supports to the broader Audit & Compliance Services Branch.
• Respond to inquiries from the Office of the Ontario Ombudsman.
• Work collaboratively with internal departments in assessment and intake interviews of high needs clients who may be an appropriate fit for the DI program, or other service channels for their specific needs.
• Proactively identify risks and opportunities in order to help develop the DI program, and to ensure it is sustainable going forward.
• Participate in community and stakeholder outreach, and help support and implement Legal Aid Ontario initiatives and priorities.
• Maintain relationships with community agencies, institutional partners, to ensure clients receive appropriate referrals and follow-up support.
• Perform other duties as required. This may include assisting with special projects and project implementation.

Client Management and Advocacy

• Assess vulnerable, high needs clients in order to gather information about their legal issue(s). Determine what legal aid services the client requires and provide clear certificate instructions to Centralized Services’ staff.
• Communicate with and respond to clients, lawyers, and other legal system partners in-person, by phone, video, and through written correspondence.
• Be proactive in supporting and advocating for the client’s best interest when working with the client’s private bar lawyer.
• Manage DI referrals from multiple sources, including Centralized Services, District Offices, the CLSC, GCO, including up-to-date documentation of client interactions and client progress in PeopleSoft.

Program Management

• Work with organizational partners to conduct assessment for suitability of directed interaction; develop and manage DI client communications and health & safety plans.
• Manage the Directed Interaction client database, including the addition of new clients and annual maintenance of the list.
• Assist with the skills development of other LAO staff, including preparation and delivery of training materials on best practices for engaging hard-to-serve and vulnerable client groups.

Required skills & experience

• Lawyer in good standing with the Law Society of Ontario
• Undergraduate degree in social work, psychology, community justice, or equivalent, and/or significant prior experience in a similar role.
• For one of the two positions, proficiency in written and spoken French is required.
• Experience working with diverse clients, particularly those from low-income and marginalized groups or with mental health challenges.
• Knowledge of relevant legislation, such as the Mental Health Act, and familiarity with legal processes in criminal, family, and immigration law.
• Proven ability to assess client needs, determine urgency, eligibility, and provide or refer clients to appropriate resources.
• Strong interpersonal and communication skills, including effective oral and written communication, interviewing, and relationship-building with clients, staff, and external stakeholders.
• Ability to remain calm, exercise judgment, and demonstrate empathy in high-pressure or crisis situations.
• Expertise with PeopleSoft, including the ability to review PeopleSoft case history to determine current coverage or the status of a matter, and assess for certificate eligibility or consider options for other internal or external services.
• Strong organizational, time management, and multitasking skills; capable of preparing statistical reports and contributing to policy review and program improvement.
• Familiarity with community resources, legal aid eligibility criteria, and procedures for client support, including financial and legal eligibility determination.
• Ability to work independently, make decisions, and collaborate effectively in a team setting.
• Proficiency in MS Office (Word, Outlook, Excel), and virtual communication tools (Zoom, Teams, smartphones).

Assets

• Knowledge of Ontario tribunals and boards, such as the Human Rights Tribunal, Landlord and Tenant Board, and Social Security Tribunal, are considered assets.

Working Conditions

• Work involves frequent exposure to difficult situations and/or individuals (e.g. providing advice to upset or agitated client(s), clients with complex issues and/or are in crisis).
• High volume of contacts and requirement to multi task.

What do we offer?

At Legal Aid Ontario, we are committed to fostering a supportive and rewarding work environment for our employees. Our comprehensive benefits package reflects this commitment and is designed to enhance both professional and personal well-being.

We have a comprehensive health and wellness program that include dental, health and life insurance along with Basic Accidental Death & Dismemberment (AD&D) Insurance, Short-Term Disability (STD), and Long-Term Disability (LTD) coverage.

Employees at Legal Aid Ontario also enjoy generous paid time –off policy including vacation days, sick days, discretionary days and statutory holidays. Employees are eligible to be enrolled to the Public Service Pension Plan (PSPP), administered by the Ontario Pension Board (OPB).

How to apply?

To apply submit a cover letter & résumé.

Only those candidates selected for an interview will be notified by email.
Final candidates for this position will be required to undergo a criminal record check.

This position is represented by The Society of United Professionals and the employee will be governed by the provisions of the collective agreement and union dues will be deducted bi-weekly from date of hire. First Preference will be given to current members of The Society of United Professionals.

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.

Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com

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