Legal Counsel, Complaints - French Bilingual

• Persons in crisis and who have experienced trauma,
• Persons with complex issues, including severe mental health issues, substance abuse, homelessness, immigration consequences, and who may have exhausted or have a poor relationship with traditional community supports,
• Confidential and sensitive information.

• 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.

• 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.

• 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.

• 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).

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

• 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.

Legal Aid Ontario