Job Specification

Purpose of Position :

To perform records management duties for The Court of Appeal for Ontario, encompassing all appeals and motions for leave to appeal filed in the Province of Ontario. To perform clerical duties to support the efficient and effective operation of the largest appellant court records management system in Canada. To support the operations and administration of the court by providing both in-court and records management services to all clients, stakeholders, staff and the court's judiciary.

Duties / Responsibilities :

This position supports Court Services Division in the provision of a modern and professional court service that supports accessible, fair, timely and effective justice services to the public and justice participants and is committed to a diverse, respectful and professional workplace that reflects the Ontario Public Service values and service excellence.

The Criminal/Civil Records Management Clerk position is a front-line representative of The Court of Appeal for Ontario and demonstrates professionalism and respect when interacting with clients, colleagues and justice participants in performing all functions of the position.

Client Support (Public Counter/Records Management Duties)

1. Provides professional service to clients at the Records Office public counter both in person and by telephone by determining the nature and scope of inquiries; provides information and clarification in response to requests regarding services available and the associated fees; provides guidance, support and information regarding procedures for completing and filing forms pursuant to relevant legislation, rules, policies and procedures; directs clients to program areas, ministries, agencies and associations when necessary; researches and verifies information via databases, resource documents (e.g., manuals, intranet, Rules, and legislation) and other websites; ensures accuracy and completeness of all filings in accordance with rules and regulations; ensures policy, legislation and rules governing access to court documents is complied with; special attention and security given to documents under the Young Offender Act and Child and Family Services Act and matters involving publication bans; exercise delegated signing authority on legal documents.

2. Proactively provides guidance and support to clients experiencing problems by identifying, addressing and resolving the problem/concern, or referring the matter to the applicable program area, organization or supervisor for resolution when necessary; follows up and communicates outcomes to clients. Drafts correspondence in response to inquiries/concerns from clients for supervisor review and approval/signature. Demonstrates sensitivity and emotional intelligence when dealing with clients who are distressed or visibly upset and clients requiring special accommodations, thereby supporting the division's customer service, access to justice and accessibility commitments.

3. Processes requisitions for copies of digital court recordings, court orders/judgments and retrieval of court documents from archive/record retention centre(s); checking request forms, if applicable, for accuracy; reviewing court databases and/or court files to determine if payment of fees is required. Operating cash register system, including processing cash, credit and cheque payments, making change, issuing appropriate receipts and balancing cash records; recording the number and applicable dates of when documents/files are requested, received and viewed for required statistics.

4. Organizing and filing a variety of legal documents daily in numerical and alphabetical filing systems cross-referencing court files; investigating and resolving any discrepancies, such as errors in referencing; using initiative in locating misplaced and missing court records and correcting inconsistencies; segregating oversize court files; responding to requests for oversize and box court files. Performing archival activities and tasks, including preparing court files for archive transfer; preparing, typing and updating record transfer list(s) with assigned location codes and cross-referencing information in all applicable databases. Reorganizing the location of current court files and conducting ongoing maintenance.

5. Providing pick-up and delivery, records courier services at the request of the judiciary, judicial secretaries, supervisors, lawyers, law clerks and staff within the Osgoode Hall courthouse, the downtown Toronto court area and to external judicial offices. Providing visitor escort assistance within the secure area of Osgoode Hall and assist with official judicial ceremonies in the same capacity, as required, such as swearing-in and swearing-out ceremonies and the Opening of the Courts Ceremony.

6. Providing scanning, copying and bindery services to justice participants through the operation and maintenance of computerized, high-speed multi-functional devices and a variety of manual binding equipment. Inspecting original materials for quality, size, weight and readiness for duplicating; performing routine preventative maintenance of all equipment to ensure accuracy and quality required of the final product, including making adjustments to equipment as needed, clearing paper jams and replenishing toners and paper supplies. Maintaining work area in keeping with the requirements of occupational health and safety standards.

7. Receiving and processing original papers and exhibits from court locations across the province, ensuring the accuracy of exhibit transfer lists and that all materials received are promptly itemized and data entered into all applicable court databases. Securing original papers and exhibits carefully to maintain their physical quality; making absolutely certain that all narcotics, weapons, money and/or jewellery exhibits that should not be filed with The Court of Appeal for Ontario are not processed, and if they are received, arrangements are made with the OPP for immediate pick-up and delivery to the lower court of origin. Lifting and moving court files/boxes/exhibits weighing up to 50 pounds regularly, allocating appropriate space for storage in a timely fashion. Converting inmate appeals to solicitor appeals by transferring original papers and exhibits into solicitor record keeping locations with new file numbers and labels. Records managing the signing-in, signing-out and return of original papers and exhibits throughout the appeal process.

8. Receiving, tracking and data entering (aka “coding”) into computerized systems such as the Court Office System (COS) the detailed information and location of all book materials (hard copy and/or electronic format) filed with the court, including but not limited to: appeal books, factums, book of authorities, transcripts, exhibit books, fresh evidence, divisional court materials, panel motion materials, adjourned and reserved appeal materials. Upon completion of appeals, coding all non-precedent of the judicial panel court materials for storage and potential transfer to the Supreme Court of Canada, upon formal written direction. Making arrangements for shredding of same materials upon elapse of requisite timelines.

9. Acting on own initiative or at the direction of supervisor, coordinator, legal staff or judiciary, preparing, organizing and labeling all court materials for formal legal review by judicial legal research department in advance of the hearing of an appeal in court; delivering appeal materials to the judiciary assigned to review and/or hear the appeal (to 3 judges, or in the event of an important or high profile appeal to potentially 5 judges); ensuring where there is a last minute change in the composition of judges forming a panel assigned to hear an appeal, that appeal material is properly retrieved, relabeled, redirected and reassigned as efficiently as possible and with the least amount of disruption; contacting counsel for the parties in order to expedite delivery of overdue material or for replacement of defective or otherwise unacceptable material. Retrieving and delivering appeals, in-writing appeals and leave to appeal in-writing materials from the judiciary and judicial legal research department to the Records Office for final records management processing.

10. Actively participates in meetings and on working groups, providing input into proposed operational/procedural changes to improve the quality of the client experience and achieve service excellence.

11. Supporting modernization of courts by operating and troubleshooting various court and office technology, e.g., video technology, digital recording devices, assistive listening devices, and other courtroom equipment.

Court Support (Pre-Court, In-Session and Post-Court Duties)

12. Performing all pre-court set-up, including but not limited to ensuring all required documents, files, forms, and other materials are available and delivered to the courtroom; liaises with court staff, judiciary, clients, counsel, agency workers and parties in preparation for court sittings.

13. Performing all in-court and post-court functions, including but not limited to: maintaining order, decorum and case-flow in the courtroom, opening and recessing court, calling cases, operation of video equipment, liaising with various court staff, stakeholders and judiciary as required. Documents the courtroom proceedings, including preparing and checking court documents for accuracy and completion. Ensures the courtroom is secured.

14. Ensuring an accurate electronic record of proceedings by recording using digital technology, completing annotations, playing back previously recorded material at the request of the presiding judicial official; certifying the recording and ensuring safe delivery to secure storage.

15. Entering data into computerized systems such as COS. Providing on-the-job training for new staff and orientation to staff on new or changed business practices.

16. Other duties as assigned.

Staffing and Licensing :

N/A

Knowledge :

Job requires knowledge of:

• Court Services Division programs and services, mandate, legislated goals and business goals to effectively act as the first point of contact to court clients and to appropriately direct clients to available services;
• Ontario Public Service customer service principles and service standards and the Court Services Division service standards in order to consistently provide professional, responsive client service;
• Relevant provincial, municipal or federal legislative requirements (e.g., Criminal Code, Child and Family Services Act, Rules of Civil Procedure, the Family Rules), programs, resources, services (e.g., lawyer's referral service), policies, processes, procedures, guidelines and directives; relevant reference/resource tools and materials to provide information, clarification and guidance to clients, to provide support in the completion of filings, to resolve client problems and to correct and update records;
• Apply legislation, rules, directives, policies and procedures to provide information, accept filings and to exercise delegated signing authority on legal documents;
• Ministry directives pertaining to courtroom procedures, practices and protocols and the nature of court proceedings to ensure proper operation of the court including organizing court lists of day's proceedings;
• Analytical methods and techniques to probe for information and determine client objectives, needs, requests or concerns; to assess situations or circumstances, and determine appropriate courses of action and to discern facts in order to detect incidents or irregularities; to interpret complex rules and procedures and communicate them to clients in a way that is concise and plain language; to interpret situations and then make sound judgments or decisions based on the information gathered;
• Information gathering and research methods, techniques and tools to identify, source and compile information for clients, for instance using court information databases, the Rules, legislation or other program areas websites/resource information (e.g., Victim and Vulnerable Persons Division, Legal Aid Ontario, lawyer referral);
• Court office practices and procedures to carry out administrative/clerical functions such as archiving files, retrieving files, record keeping, sorting mail and preparing correspondence;
• Record-keeping/maintenance procedures to maintain, organize and/or update databases and court record; and to store, file and retrieve electronic and paper-based information;
• Government policies and procedures related to cash handling, monthly reconciliation, and other policies/procedures related to accepting, recording, reporting and administering financial transactions;
• Third party service providers, other government programs and jurisdictions and related agencies to obtain information for clients; and to refer clients' issues for information, assistance and resolution
• In-depth knowledge of programs, services, policies and procedures with respect to all court practice areas (criminal, civil, family, Provincial Offences Act), to be able to serve a diverse range of clients and facilitate the professional delivery of court services.

Skills :

Job Requires:
• Client service orientation to consistently provide an optimum level of service to clients and be fully responsive to their needs;
• Courtesy, professionalism, tact and diplomacy to build rapport with clients, other justice participants, peers and management and interface with them providing information and support; to handle resistance and objections to solutions offered or information provided; and to effectively resolve problems and concerns;
• Active listening, empathy, sensitivity, emotional intelligence and patience to remain composed, convey understanding and respond to emotional, distressed, irate or confused/frustrated clients in a respectful manner when resolving difficult situations;
• Political acuity to identify situations and occurrences with political or media relations overtones, and respond in a manner that does not compromise service and/or problem resolution;
• Flexibility and adaptability to meet the needs of a broad, diverse client base whose service support and information needs vary substantially and to respond promptly to client needs and problems; to work in different court environments and practice areas, in-court and at the court counter, when requested and under short notice;
• Attention to detail to ensure that forms and other legal documents are completed fully and accurately and that service and legal requirements are met by the client and reviewed against the court and business requirements;
• Oral communication skills and inclusiveness to liaise with senior officials and the judiciary regarding requirements/information relating to court orders and judgments and to provide concise explanations and clarification of complex information such as the Rules, guidelines, procedures and legislation to clients, ensuring understanding while not being perceived as providing legal advice; to obtain or provide information; and to liaise with program area staff regarding referred matters;
• Public speaking skills to address small to large groups of individuals during courtroom proceedings;
• Written communication skills to prepare correspondence to clients and prepare forms and orders; and to correspond with program areas and other organizations;
• Planning and organization skills to organize and prioritize workload; and to respond to unforeseen demands;
• Problem solving in order to respond to clients requests where in some situations very little information is provided to execute the transaction (e.g., the retrieval of archived files);
• The ability to make decisions based on facts/information provided to them; ability to work under pressure in a fast-paced environment with competing deadlines;
• Independent working skills to perform duties under minimal supervision as well as collaboration skills to work well with colleagues in a team environment;
• Arithmetic skills to complete basic mathematical calculations for receiving payments, calculating fees and distributing proposals, collecting and balancing monies, including operation of a cash register and point of sale machine to handle cash and credit/debit card transactions;
• Use and operation of computers and software such as Microsoft Office, courts-specific operational and case management systems and the Internet to access and retrieve information from databases, to prepare correspondence and to conduct research;
• Accurate keyboarding skills in order to prepare and complete documentation, often within tight timelines.

Freedom of Action :

• The work is guided by legal practice and procedures, government legislation, OPS/ministry policies, guidelines, directives, established practices and OPS service standards. The position works independently in performing daily activities, and work is reviewed for the achievement of performance targets. At times, the position will open courthouse, gather all information/court documents required, set up video links and prepare post court documentation with no on-site supervision.
• Interaction with clients is monitored regularly to ensure client service is delivered accurately, efficiently and as per the service principles.
• The position ensures that confidentiality, security and integrity of government/court and client information are maintained at all times.
• Position assumes complete ownership of filing of in-court documentation, from start to conclusion, and follows through on provision of information/services or resolution of problems to provide effective customer service. Service concerns/problems as well as issues not covered by established policies and procedures are escalated to the manager, other senior staff or a program area.
• Errors such as inaccurate exercising of designated signing authority on legal documents, improper exhibit management, inaccurate completion of forms, or incorrect processing could cause significant productivity issues as resources must be re-allocated to research and resolve issues or discrepancies, significant embarrassment and loss of integrity to the justice system and ministry as well as possibly causing significant hardship to the client or parties involved (e.g., wrongful incarceration or remand) and jeopardize public confidence in the justice system.
• Failure to appropriately identify client needs, enquiries, problems and concerns; to identify the provisions and limitations of a program or service to a client; or to find satisfactory solutions to client problems could impact on the provisions of timely, effective and quality justice services, and could result in reduced confidence levels; public criticism; potential hardship for clients and stake holders; and/or complaints to management/senior management, the Minister's Office and MPPs.