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
About the job
Primary function:
This position is responsible for providing Tier 2 Client Lawyer Service Centre (CLSC) services to clients who choose to access Legal Aid Ontario (LAO) by telephone and online chat. This includes interviewing legal aid applicants over the phone to obtain the legal and financial information necessary to decide whether a legal aid certificate should be issued, or if alternative service is appropriate.
This is a 100% Work from Home position.
Reporting to: Team Manager, Client and Lawyer Support Centre
What you bring to the team
Mandatory Requirements
Currently, the virtual live mandatory training is scheduled between (full participation is required):
- Monday, November 23, 2026 - Wednesday, December 16, 2026
- Tuesday, May 25, 2027 - Thursday, June 24, 2027
Additional Requirements:
A dedicated computer system with all required software will be provided to successful candidates throughout their employment, including an Ethernet cable that will need to be connected to an employee provided high-speed home internet connection.
Sufficient actual bandwidth must be available during business hours in addition to an personal use in the home. Minimum employee home internet requirements include:
- Supported: Cable, DSL and Fibre
- Not Supported: LTE, Satellite or Wireless
- Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload: 20
Mbps
- Actual required speeds during business hours: Download: 25 Mbps/Upload: 10 Mbps
The candidate's existing internet provider and package will be validated during the pre screening process, based on the physical address provided for the candidate's remote work location. In some cases, employee internet speeds may need to be increased in order to meet business needs.
Key accountabilities
• Assisting callers in a contact centre environment and by providing assistance in priority sequence.
• Determine applicant's legal eligibility for legal aid service, following advanced guidelines set out in LAO's policy and procedures.
• Actively solicit and analyze applicant's financial eligibility for legal aid service, based on understanding of the applicant's financial details and LAO's policies and procedures
• Making a decision 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
• Entering and maintaining client files and details in customer relationship management (CRM)
software, spreadsheets, databases, and other tools
• Responding to queries and complaints in a professional, courteous manner and providing referrals to appropriately address requests for further information
• Documenting client issues and escalating to other LAO departments as appropriate
• Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
• Working with exposure to emotionally charged situations and distressing or traumatic content for example, providing support to agitated clients or hearing disclosures of traumatic experiences
• 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
• Ability to efficiently elicit and process the necessary information from a diverse clientele, reasoning out and making sound judgements around eligibility
• Excellent verbal and written communication skills with a demonstrated aptitude for interviewing
• Organizational skills with excellent attention to detail and the ability to multitask
• Knowledge of the larger social justice network in which LAO operates
• Proficiency with Microsoft Office Software
• Experience in supporting clients in an online chat environment is considered an asset
• Demonstrated Proficiency in oral and written French (as well as English), selected candidates will be tested.
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
How to apply?
Submit a résumé and cover letter.
- Please clearly set out in your cover letter why you are interested in the Legal Aid Worker position, and highlight relevant experience, skills, and training that make you an ideal candidate.
- Only those candidates selected for an interview will be notified.
- Final candidates for this position will be required to undergo a criminal record check.
- This position is represented by OPSEU 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.
Note: If a permanent employee, currently represented by OPSEU, is the successful candidatefor this opportunity, they will return to their home position at the conclusion of this assignment, if the position continues to exist.
- 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 résumé 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 a position with 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 support:candidate.njoynhelp@cgi.com.
How we support diversity, inclusion and accessibility
We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.
Our hiring process is accessible, consistent with Ontario's
Human Rights Code and the
Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer
accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please
contact us.Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:
What we offer
What does LAO offer?
At LAO, we are committed to fostering a supportive and rewarding work environment for our employees. Our comprehensive benefits package reflects our commitment to enhance employees' professional and personal well-being, reflecting our values of equity, inclusion, diversity and belonging.
Your health and wellness
Our health and wellness program includes:
Dental, health and life insurance
• Short-Term Disability and accidental death & dismemberment insurance
• Permanent employees are eligible for long-term disability insurance
• An employee assistance program (EAP) that offers professional, confidential counselling services to employees and members of their immediate families. The EAP operates programs that address common life issues such as childcare, smoking, financial difficulty, and more.
Your work-life balance
Employees enjoy generous paid time-off including:
• 17 vacation days at hire,
• Sick days
• Discretionary days
• 3 paid days for religious or cultural observances
• Statutory holidays and The National Day for Truth and Reconciliation, Remembrance Day and Easter Monday
Your career
LAO supports your career development by offering professional development and networking through several programs, including training to support a positive culture of equity, diversity, inclusion and belonging (EDIB), and lunch and learns to build client service skills
• Informal Employee Networks for staff with shared identities to connect, support each other and build professional networks
• Law Society of Ontario (LSO) accredited training to support learning and professional development for all employees
• EDIB-focused training
• Mentorship programs, including an Indigenous-focused mentorship program
Your future
Employees are eligible to enroll in the defined benefit Public Service Pension Plan which provides financial security during retirement.